Service Quality Evaluation Models Determined by Online Consumer Perception and Satisfaction

Lebdaoui

2020

EMJB

PurposeThe coronavirus pandemic has created a new wave of first-time online shoppers in both industrialized and emerging countries. More interestingly, scholars and practitioners expect this transition to online shopping to eventually persist in the next few years. The current research study aims to investigate the factors explaining attitudes toward online shopping. The authors propose an integrated model in which trust mediates the effects of relative advantage and electronic word of mouth (eWOM) on attitudes toward online shopping. The moderating effect of gender was also assessed using the multigroup analysis (MGA).Design/methodology/approachBased on data collected from 378 Moroccan online shoppers, the authors empirically tested the hypothesized model using a partial least squares (PLS) estimation.FindingsFirst, relative advantage, eWOM and trust significantly impact consumer attitudes toward online shopping; at the same time, trust is influenced by relative advantage and eWOM. Second, results confirm that trust mediates the effects of relative advantage and eWOM on attitudes toward online shopping. Third, the MGA reveals that female consumers tend to exhibit a stronger effect of eWOM on trust and on attitudes toward online shopping.Originality/valueMost relevant studies have focused on the main predictors of attitudes toward online shopping but did not suggest mediating and moderating factors that can help in explaining indirect effects. The present paper bridges a gap pertaining to antecedents of attitudes toward online shopping by incorporating the mediating effect of online trust. The authors also examine gender disparities related to the predictors of trust and consumer attitudes toward online shopping. This study is the first of its kind to investigate the antecedents of attitudes toward online shopping in an African country.

Section: Introductionmentioning

confidence: 99%

Factors influencing consumer attitudes toward online shopping: the mediating effect of trust

Lebdaoui

2020

EMJB

“…However, for service providers, the relationship did not depend on monitoring and evaluation. The data from AI service providers contradicted Munthiu, Velicu, Tuta and Zara (2014), who showed that marketers should always bear in mind the fact that service quality monitoring and evaluation presupposes not only the appreciation of the final result but also of the service delivery process which in the case of AI services is best done by the farmers. The findings on farmers agree with Perrin (2012) that monitoring and evaluation represent a management tool that can help in setting directions, assessing progress, learning about the types of approaches that appear to work or not in varying circumstances and making decisions.…”

Section: Discussionmentioning

confidence: 96%

Moderating Influence of Monitoring and Evaluation Strategies on the Quality of Privatized Artificial Insemination Services in Cattle in Nyeri County, Kenya

Methu Alex Mirara,

T. E. Maitho,

Ursulla A. Okoth

2023

ijird

This study investigated the moderating role of monitoring and evaluation on the relationship between post-privatization management practices and the quality of artificial insemination services in Nyeri County, Kenya. A cross-sectional survey with 204 farmers and 65 inseminators was carried out. The response rates were 92.2% and 87.7% respectively. This was complemented by a key informant interview involving 8 Veterinary Officers. A regression analysis on the moderating effects showed β coefficient of 0.166 with a significance level of 0.00 for farmers and -0.006 with a significance level of 0.602 for service providers and farmers, respectively. The study, therefore, concluded that monitoring and evaluation had a significant positive influence on the relationship between post-privatization management practices and the quality of services when assessed by farmers who are consumers of artificial insemination services. However, when assessed by the service providers, monitoring and evaluation did not have a significant influence on the relationship. This strengthens the construct that consumers of commodities and services are the best arbiters of quality.

“…Encuesta para obtener la PS de los ciudadanos sobre el servicio de recolección Este proceso metodológico tuvo dos fases. La primera consistió en la formulación del instrumento que se aplicó a los usuarios municipales del servicio de recolección de residuos domésticos; y la segunda, fue la definición de la población de estudio donde se aplicó el instrumento para la obtención de la información.El instrumento se basó en la propuesta del modelo ServQual(Parasuraman, Zeithaml y Berry, 1985), el cual es un instrumento que capta la percepción de los usuarios determinando la satisfacción que les proporcionan los servicios(Erdil y Yildiz, 2011;Ghotbabadi, Feiz y Baharun, 2015;Munthiu, Velicu, Tuta y Zara, 2014). Dentro de las dimensiones que considera el ServQual se encuentran elementos tangibles, confiabilidad, capacidad de respuesta, seguridad y empatía.…”

unclassified

Percepción social del servicio de recolección de residuos sólidos urbanos en León, Guanajuato

2022

El objetivo de esta investigación consistió en captar la percepción social del usuario del servicio municipal de recolección de residuos sólidos urbanos (RSU) en el municipio de León, Guanajuato, el cual es uno de los municipios más poblados de México con 1.7 millones de habitantes. En León, el Sistema Integral de Aseo Público de León (SIAP) es un ente público descentralizado responsable de atender los distintos procesos de la Gestión Integral de Residuos Sólidos Urbanos (GIRSU). Una de las actividades fundamentales del SIAP es la recolección de residuos sólidos, la cual tiene implicaciones para la salud pública y el medio ambiente del municipio. El SIAP se apoya en el sector privado a través de la modalidad de concesión, lo que hace necesario conocer la percepción que el ciudadano tiene sobre la prestación del servicio. La investigación fue de tipo mixto, cualitativo-cuantitativo. Se aplicó una encuesta bajo una variante del modelo SERVQUAL para captar la percepción social de los usuarios que reciben el servicio de recolección dentro de la mancha urbana de León. Los resultados señalan que el ciudadano se encuentra muy satisfecho con este servicio público dando confianza a la continuidad del prestador municipal. No obstante, la revisión de la literatura permite identificar que el servicio brindado presenta sesgo con respecto a la GIRSU, destacando que el modelo en León atiende la recolección de basura y no de residuos. Se concluye que es necesario plantear esfuerzos financieros municipales para alinear dicha prestación dentro del esquema de la GIRSU aprovechando la satisfacción del usuario municipal.