User‐satisfaction‐based knowledge management performance measurement

Lo, Kwong‐Chi; Chin, Kwai‐Sang

doi:10.1108/02656710910956184

Cited by 14 publications

(5 citation statements)

References 58 publications

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“…In response to the criticism on SERVQUAL, quality management researchers, in an effort to minimize the problems associated with redundancy among items, developed and presented a scale named BSQ (Bahia and Nantel, 2000). In financial services context, the researchers developed a new measurement tool to investigate process efficiency in banking sector (Lo and Chin, 2009). However, the scale remained limited to banking service contexts with limited generalizability.…”

Section: Literature Reviewmentioning

confidence: 99%

EXQ: measurement of healthcare experience quality in Malaysian settings

Kashif

Samsi

Awang

et al. 2016

IJPHM

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Purpose The customer experience quality (EXQ) cannot be measured by using traditional tools to investigate service quality. There is a need to use new tools to directly measure EXQ from a customer perspective. The current study aims to contribute in this domain of knowledge and validate EXQ scale by linking it to marketing outcomes of satisfaction, loyalty and word of mouth in Malaysian private healthcare settings. Design/methodology/approach The authors collected data from 330 randomly selected Malaysians, visiting private hospitals in the city of Kuala Lumpur. The data analysis is performed by confirmatory factor analysis using structural equation modelling – SEM – procedures. Findings The results reveal that two dimensions of EXQ scale moments of truth and peace of mind are highly valued by customers. Furthermore, the EXQ perceptions significantly contribute to satisfaction and loyalty. In a mediating relationship, the customer satisfaction is found to be a positive and significant variable. Practical implications Healthcare marketing policymakers should emphasize on recruitment of frontline staff – individuals with strong interpersonal skills and expertise who are able to create a memorable customer service experience. Originality/value The study is an original contribution to the existing body of knowledge – generally in services marketing literature and specifically in the field of healthcare marketing with a focus on customer experience in a developing country context of Malaysia.

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Section: Literature Reviewmentioning

confidence: 99%

EXQ: measurement of healthcare experience quality in Malaysian settings

Kashif

Samsi

Awang

et al. 2016

IJPHM

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“…Bauer et al (2005) recommended service quality measurement based on the quality of e-banking portals. Using a scale that was created for financial contexts, Lo and Chin (2009) developed the user-satisfaction based system method based on the idea that companies can achieve superior customer satisfaction by modifying its operational processes. Kheng et al (2010) used SERVQUAL to analyse the link between customer satisfaction and loyalty.…”

Section: Theoretical Frameworkmentioning

confidence: 99%

Are you providing the “right” customer experience? The case of Banca Popolare di Bari

Klaus¹,

Gorgoglione

Daniela

et al. 2013

International Journal of Bank Marketing

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Purpose-This study proposes to model customer experience as a 'continuum', labelled Customer Experience Continuum (CEC). We adopt a customer experience quality construct and scale (EXQ) to determine the effect of customer experience on a bank's marketing outcomes. We discuss our study's theoretical and managerial implications, focusing on customer experience strategy design. Design/methodology/approach-We empirically test a scale to measure customer experience quality (EXQ) for a retail bank. We interview customers using a means-end-chain approach and soft-laddering to explore their customer experience perceptions with the bank. We classify their perceptions into the categories of 'brand experience' (pre-purchase), 'service experience' (during purchase), and 'post-purchase experience'. After a confirmatory factor analysis, we conduct a survey on a representative customer sample. We analyze the survey results with a statistical model based on the partial least squares method. We test three hypotheses: 1) Customers' perceptions of brand, service provider, and post-purchase experiences have a significant and positive effect on their experience quality (EXQ), 2) EXQ has a significant and positive effect on the marketing outcomes, namely share of wallet, satisfaction, and word-of-mouth, and 3) The overall effect of EXQ on marketing outcomes is greater than that of EXQ's individual dimensions. Practical implications-Banks should focus their customer experience (CE) strategies on the Customer Experience Continuum (CEC) and not on single encounters, tailoring marketing actions to specific stages in a customer's CE process. Different organisational units interacting with customers should be integrated into CE strategies, and marketing and communication budgets should be allocated according to CEC analysis. The model proposed in this paper enables the measurement of the quality of CE and its impact on marketing outcomes, thus enabling continuous improvement in customer experience. Findings-The results of the statistical analysis support the three hypotheses. Originality/value-The research proposes a different view of customer experience by modelling the interaction between company and customer as a continuum (CEC). It provides further empirical validation of the EXQ scale as a means of measuring customer experience. It also measures the impact of customer experience on a bank's marketing outcomes. It discusses the guidelines for designing an effective customer experience strategy in the banking industry.

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“…An approach called User-Satisfaction-Based KM Performance Measurement System (USBS) was developed by Lo and Chin (2009). It assumes that KM would benefit the organization when it first benefits the knowledge users.…”

Section: Measuring Knowledge Management Performancementioning

confidence: 99%

Data Envelopment Analysis modeling for measuring knowledge management performance in Malaysian higher educational institutions

Kuah

Wong

2012

Information Development

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The paper aims to propose a new Knowledge Management (KM) performance measurement model based on Data Envelopment Analysis (DEA). The proposed model was constructed using a two-level DEA model. It measures KM using 17 proxy measures correlated with the major KM processes. Data from 19 Malaysian higher educational institutions were collected using a questionnaire and analyzed using the proposed model. For every institution, the model provides a single KM performance score together with performance scores of the major KM processes. Furthermore, the results indicate the specific KM areas that an organization should improve. The results can also be used by the institutions to determine their future KM strategies and targets. Finally, directions for future research are identified and suggested.

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User‐satisfaction‐based knowledge management performance measurement

Cited by 14 publications

References 58 publications

EXQ: measurement of healthcare experience quality in Malaysian settings

EXQ: measurement of healthcare experience quality in Malaysian settings

Are you providing the “right” customer experience? The case of Banca Popolare di Bari

Data Envelopment Analysis modeling for measuring knowledge management performance in Malaysian higher educational institutions

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