The Effect of Product Knowledge and Service Quality on Customer Satisfaction
-
- The Journal of Asian Finance, Economics and Business
- /
- v.8 no.1
- /
- pp.927-938
- /
- 2021
Small and Medium Enterprises (SMEs) is one of several activators that drives the economy of Indonesia because SMEs provide jobs, increase Gross Domestic Product (GDP), and assure the delivery of products and services. However, Indonesian SMEs are not very competitive in the industrial world, and one of the causes is the low quality of products that undermine customer satisfaction. There are several factors presumed as influencing customer satisfaction, which among others include product knowledge, service quality, and competitive advantage. The objective of this research is to reveal the contribution of product knowledge and service quality to customer satisfaction with competitive advantage as the mediation variable. This research used a quantitative approach. The causal relationship across variables was examined with Structural Equation Modeling-Partial Least Squares (SEM-PLS). The sample of this research involved 140 respondents. Data was collected through a questionnaire and the items in the questionnaire were processed with a software called SmartPLS version 3.3.2. Results of this research indicate (1) product knowledge and service quality can increase competitive advantage and customer satisfaction in East Java SMEs; (2) competitive advantage can act as a mediator in the effect of service quality on customer satisfaction (3) product knowledge can increase customer satisfaction but the increase is not significant statistically.
Background: Depressive symptoms (DS) can erode physical and mental health; social support (SS) is considered a buffer for DS and a promoter for improving coping and recovery abilities. However, there is almost no research on the mediating role of negative coping (NC) in SS and DS, especially among firefighters. Methods: A cross-sectional survey was conducted among firefighters in Chongqing, China, and the valid data of 407 firefighters were collected through questionnaires distributed on the WeChat platform in 2020. Statistical Product and Service Solutions (SPSS) 26.0 is used for descriptive statistics and correlation analysis. Structural equation modeling was adopted to analyze the association among SS, NC, and DS. The mediation effect is also evaluated. Results: Firefighters' detection rate of DS is 23.3%, and when they receive more SS were less likely to develop DS. NC was positively correlated with DS (β = 0.54, p < 0.001) after controlling for SS. Besides, the results of structural equation modeling showed that NC partially mediates the relationship between SS and DS (standard error = 0.039, indirect effects = 0.109, 95% confidence interval: 0.047-0.200 p < 0.001). Conclusion: NC has a partial indirect effect between SS and DS among firefighters. SS could not only affect DS directly but also indirect work on it by affecting NC. This discovery will be a novel and meaningful part of the research on the firefighter population.
The purpose of this study was to investigate the binge eating of university women and to discuss whether there was a mediating effect of job-stress. This study conducted a survey of 325 university women using the self-oriented perfectionism, job-stress and binge eating. Descriptive, correlation statistics with SPSS 18.0 and structural equation analysis with AMOS 20.0 was performed. The results of this study were as follows. First, the binge eating of female university students was lower than intermediate level. Second, the self-oriented perfectionism of female university students had a meaningful positive influence on the binge eating. Third, the job-stress had a partial mediating effect between the self-oriented perfectionism and the binge eating. As a result of this research, comprehensive implications were suggested for interventions.
1. Introduction Today Internet is recognized as an important way for the transaction of products and services. According to the data surveyed by the National Statistical Office, the on-line transaction in 2007 for a year, 15.7656 trillion, shows a 17.1%(2.3060 trillion won) increase over last year, of these, the amount of B2C has been increased 12.0%(10.2258 trillion won). Like this, because the entry barrier of on-line market of Korea is low, many retailers could easily enter into the market. So the bigger its scale is, but on the other hand, the tougher its competition is. Particularly due to the Internet and innovation of IT, the existing market has been changed into the perfect competitive market(Srinivasan, Rolph & Kishore, 2002). In the early years of on-line business, they think that the main reason for success is a moderate price, they are awakened to its importance of on-line service quality with tough competition. If it's not sure whether customers can be provided with what they want, they can use the Web sites, perhaps they can trust their products that had been already bought or not, they have a doubt its viability(Parasuraman, Zeithaml & Malhotra, 2005). Customers can directly reserve and issue their air tickets irrespective of place and time at the Web sites of travel agencies or airlines, but its empirical studies about these Web sites for reserving and issuing air tickets are insufficient. Therefore this study goes on for following specific objects. First object is to measure service quality and service recovery of Web sites for reserving and issuing air tickets. Second is to look into whether above on-line service quality and on-line service recovery have an impact on overall service quality. Third is to seek for the relation with overall service quality and customer satisfaction, then this customer satisfaction and loyalty intention. 2. Theoretical Background 2.1 On-line Service Quality Barnes & Vidgen(2000; 2001a; 2001b; 2002) had invented the tool to measure Web sites' quality four times(called WebQual). The WebQual 1.0, Step one invented a measuring item for information quality based on QFD, and this had been verified by students of UK business school. The Web Qual 2.0, Step two invented for interaction quality, and had been judged by customers of on-line bookshop. The WebQual 3.0, Step three invented by consolidating the WebQual 1.0 for information quality and the WebQual2.0 for interactionquality. It includes 3-quality-dimension, information quality, interaction quality, site design, and had been assessed and confirmed by auction sites(e-bay, Amazon, QXL). Furtheron, through the former empirical studies, the authors changed sites quality into usability by judging that usability is a concept how customers interact with or perceive Web sites and It is used widely for accessing Web sites. By this process, WebQual 4.0 was invented, and is consist of 3-quality-dimension; information quality, interaction quality, usability, 22 items. However, because WebQual 4.0 is focusing on technical part, it's usable at the Website's design part, on the other hand, it's not usable at the Web site's pleasant experience part. Parasuraman, Zeithaml & Malhorta(2002; 2005) had invented the measure for measuring on-line service quality in 2002 and 2005. The study in 2002 divided on-line service quality into 5 dimensions. But these were not well-organized, so there needed to be studied again totally. So Parasuraman, Zeithaml & Malhorta(2005) re-worked out the study about on-line service quality measure base on 2002's study and invented E-S-QUAL. After they invented preliminary measure for on-line service quality, they made up a question for customers who had purchased at amazon.com and walmart.com and reassessed this measure. And they perfected an invention of E-S-QUAL consists of 4 dimensions, 22 items of efficiency, system availability, fulfillment, privacy. Efficiency measures assess to sites and usability and others, system availability measures accurate technical function of sites and others, fulfillment measures promptness of delivering products and sufficient goods and others and privacy measures the degree of protection of data about their customers and so on. 2.2 Service Recovery Service industries tend to minimize the losses by coping with service failure promptly. This responses of service providers to service failure mean service recovery(Kelly & Davis, 1994). Bitner(1990) went on his study from customers' view about service providers' behavior for customers to recognize their satisfaction/dissatisfaction at service point. According to them, to manage service failure successfully, exact recognition of service problem, an apology, sufficient description about service failure and some tangible compensation are important. Parasuraman, Zeithaml & Malhorta(2005) approached the service recovery from how to measure, rather than how to manage, and moved to on-line market not to off-line, then invented E-RecS-QUAL which is a measuring tool about on-line service recovery. 2.3 Customer Satisfaction The definition of customer satisfaction can be divided into two points of view. First, they approached customer satisfaction from outcome of comsumer. Howard & Sheth(1969) defined satisfaction as 'a cognitive condition feeling being rewarded properly or improperly for their sacrifice.' and Westbrook & Reilly(1983) also defined customer satisfaction/dissatisfaction as 'a psychological reaction to the behavior pattern of shopping and purchasing, the display condition of retail store, outcome of purchased goods and service as well as whole market.' Second, they approached customer satisfaction from process. Engel & Blackwell(1982) defined satisfaction as 'an assessment of a consistency in chosen alternative proposal and their belief they had with them.' Tse & Wilton(1988) defined customer satisfaction as 'a customers' reaction to discordance between advance expectation and ex post facto outcome.' That is, this point of view that customer satisfaction is process is the important factor that comparing and assessing process what they expect and outcome of consumer. Unlike outcome-oriented approach, process-oriented approach has many advantages. As process-oriented approach deals with customers' whole expenditure experience, it checks up main process by measuring one by one each factor which is essential role at each step. And this approach enables us to check perceptual/psychological process formed customer satisfaction. Because of these advantages, now many studies are adopting this process-oriented approach(Yi, 1995). 2.4 Loyalty Intention Loyalty has been studied by dividing into behavioral approaches, attitudinal approaches and complex approaches(Dekimpe et al., 1997). In the early years of study, they defined loyalty focusing on behavioral concept, behavioral approaches regard customer loyalty as "a tendency to purchase periodically within a certain period of time at specific retail store." But the loyalty of behavioral approaches focuses on only outcome of customer behavior, so there are someone to point the limits that customers' decision-making situation or process were neglected(Enis & Paul, 1970; Raj, 1982; Lee, 2002). So the attitudinal approaches were suggested. The attitudinal approaches consider loyalty contains all the cognitive, emotional, voluntary factors(Oliver, 1997), define the customer loyalty as "friendly behaviors for specific retail stores." However these attitudinal approaches can explain that how the customer loyalty form and change, but cannot say positively whether it is moved to real purchasing in the future or not. This is a kind of shortcoming(Oh, 1995). 3. Research Design 3.1 Research Model Based on the objects of this study, the research model derived is
The purpose of this study is to investigate the effects of parental rearing attitudes on smartphone addiction and mediation effect of children's aggression and impulse between them. The randomly chosen 390 subjects of the 4th and 5th elementary school students (boy: 199, girl: 191) of J City participated in this research. The main scales were EMBU-Shot, Smartphone Addiction Scale and NEO-PAS. Spss 22.0 was used for its statistical analysis, that is correlation analysis and regression analysis. The main results are as follows. First, parental rearing attitude, smartphone addiction, and aggression and impulse were statistically significantly correlated. Second, it is testified that rejective parental rearing attitudes statistically significantly increasingly influenced smartphone addiction with partial mediation of aggression and impulse. Also overprotective parental rearing attitudes statistically significantly increasingly influenced smartphone addiction with full mediation of them. It suggested the importance of intervention for aggression and impulse of the children with smartphone addiction as well as parental rearing attitude changes in intervening and counseling them. This study tried to supply evidence-based and basic data for the developing preventive education and counseling programs for them. The limit and future tasks were discussed.
This study aimed to identify the causes of adult cyberbullying, an issue which arouses little academic interest despite its seriousness and its harmful consequences, in order to provide basic data for the formulation of reasonable measures for preventing and reducing adult cyberbullying. To that end, the author of the study analyzed the results of the government-led Cyber Violence Survey conducted in 2019. First, the online survey panel owned by the research company selected a sample of 1,500 adult men and women in their 20s to 50s in proportion to reflect the composition of the local population. The survey was conducted online, with male subjects and female subjects accounting for 51.5% and 48.7% of the respondents, respectively. The result of the analysis shows that the respondents' attitude towards cyberbullying was fully mediaed according to such factors as gender, age, family relations, relationship with colleagues, Internet usage time, and contact with illegal content. In addition, partial mediation was observed with regard to online delinquency colleague numbers and cyberbullying victimization. As a result, the respondents' attitude towards cyberbullying was found to be the most important factor affecting adult cyberbullying. Based on these results, this study suggests that the formation of a non-conservative attitude towards cyberbullying should be considered to be more important than any other factors when preparing programs aimed at preventing cyberbullying.
Purpose : The purpose of this study examines the mediating effect of women leader's characteristics in the relationship between clan culture and market culture of global companies. In addition, this study attempts to analysis the mediating effect of women leader's position and carrier in the relationship among facilitator, mentor, producer, and director leadership using partial mediation and completed mediation model. Research design, data, methodology : Conceptual research model is designed with three constructs such as clan culture, woemn leader's characteristics, and market culture. Based on five hundred cases with leadership styles and organizational culture of global companies, this study examine the mediating effect of women leader's characteristics in the relationship between clan culture and market culture using structured equation modeling. Results : Facilitator leadership have a significantly positive influence on women leader's position and carrier. Mentor leadership have a significantly positive influence on women leader's carrier while they are not correlated with mentor leadership and women leader's position. Women leader's position and carrier have a significantly positive influence on director leadership while women leader's position and carrier not have a positive influence on procucer leadership. Also facilitator and mentor leadership have a significantly positive on producer and director leadership. Conclusions : By controlling for the mediating effect of women leader's characteristics, this study have improved the academic contributions as well as policy and practical implications through empirical study of clan culture that affect market culture in the filds of leadership style and organizational. In addition, this study means that the mediating effects on the variables of women leader's position and carrier were examined.
The purpose of this study was to investigate the mediating effects of rejection sensitivity in pathological narcissism and dating violence, and to verify whether there is a gender difference in each variable, further examining the gender difference in the mediating pathways. The participants of this study were 381 men and women in 20s living across the country, and online self-report surveys was conducted regarding their experiences of pathological narcissism, rejection sensitivity, and four types of dating violence. As a result of verifying gender differences, it was found that women had a higher vulnerability to narcissism, rejection sensitivity and committed more psychological violence, sexual violence, and controlling behavior than men. As a result of the mediation analysis, it was found that rejection sensitivity partial mediated the effect of pathological narcissism on psychological violence and control behavior, but it showed a complete mediation effect on sexual violence. And there was no mediating effect of rejection sensitivity between pathological narcissism and physical violence. As a result of measuring the moderating effect of gender in this mediating pathways, the moderated mediating effect of gender was verified in the effect of naricissistic grandiosity and narcissistic vulnerability on control behavior through rejection sensitivity. These results show that pathological narcissism promotes psychological and sexual violence in both men and women, and rejection sensitivity acts as a mediator in this process. In addition, the effect of pathological narcissism on the control behaviors through rejection sensitivity was significantly higher in women than in men, indicating that there are gender differences in the mediated pathways. Finally, the implications and limitations of this study and suggestions for follow-up studies were discussed.
The aim of this study was to identify a variables that can affect Commitment to a Career Choice focusing mainly on the satisfaction with one's major in college and personal agency beliefs. This research carried out a survey on a total of 626 students at 4-year public and private university. The information is processed using the SPSSWIN19.0 program, which carried out frequency analysis, reliability measurement, one-way ANOVA, linear regression analysis, multiple moderating regression analysis, and three-step mediate regression analysis. The results of this study showed that groups showing greater satisfaction with their major had a higher level of commitment to a career choice. Personal beliefs was one thing that can achieve partial mediation or complete mediation when it comes to the relationship between the satisfaction of their major and commitment to a career choice.
The purpose of this study was to explore the mediating effect of emotional dysregulation on the relationship between the specific domains of self-esteem and aggression. Three questionnaire were administered to 287 individuals and the multiple regression analyses and Baron and Kenny's hierarchical regression analyses were used. The result shows that social and objective ability and positive character had significant influence on aggression, while impulse control difficulties, lack of emotional clarity and limited access to emotion regulation strategies largely contributed to aggression. Moreover, emotional dysregulation functioned as a significant mediator variable for explaining the link between self-esteem and aggression. Impulse control difficulties have fully mediated positive personality and hostility, limited access to emotion regulation has partially mediated social and objective ability and hostility, respectively.
. 3.2 Hypotheses 3.2.1 The Hypothesis of On-line Service Quality and Overall Service Quality shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient
shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient
The Influence of Parental Rearing Attitudes on Smartphone Addiction - The Mediating Effect of Aggression and Impulse -
(부모양육태도가 스마트폰 중독에 미치는 영향 -공격성과 충동성의 매개효과-)
A Study on the Factors that Influence Adult Cyberbullying - focusing on the mediation effect on the attitude to cyberbullying
(성인의 사이버폭력 가해 경험에 대한 영향 요인 연구 - 사이버폭력에 대한 태도의 매개효과를 중심으로)
The Effect of Clan Culture on Market Culture of Public Organization Focusing of Mediating Effect of Women Leader's Position and Carrier
(글로벌기업의 집단형 문화가 합리형 문화에 미치는 영향 -여성 리더의 직위와 경력의 매개효과를 중심으로-)
Mediating Effects of Rejection Sensitivity on the Effects of Pathological Narcissism on Dating Violence: Focusing on Gender Difference
(성인 남녀의 병리적 자기애가 데이트폭력 가해에 미치는 영향에서 거부민감성의 매개효과: 성차를 중심으로)
Effect of the Personal Agency Beliefs in the Relationship between the Commitment to a Career Choice and Major Satisfaction of College Student
(대학생의 진로결정몰입과 전공만족의 관계에서 개인작인신념의 효과)
The Mediating Effects of Emotional Dysregulation on the Relationship between Self-esteem and Aggresssion
(자존감과 공격성의 관계에서 정서조절곤란의 매개효과)
이메일무단수집거부
이용약관
제 1 장 총칙
제 2 장 이용계약의 체결
제 3 장 계약 당사자의 의무
제 4 장 서비스의 이용
제 5 장 계약 해지 및 이용 제한
제 6 장 손해배상 및 기타사항
Detail Search
Image Search
(β)