Metrika

  • citati u SCIndeksu: 0
  • citati u CrossRef-u:[1]
  • citati u Google Scholaru:[]
  • posete u poslednjih 30 dana:30
  • preuzimanja u poslednjih 30 dana:9

Sadržaj

članak: 9 od 62  
Back povratak na rezultate
2020, vol. 15, br. 2, str. 277-294
Istraživanje onlajn usluge agregatora hrane (OAN) - da li se razlikuju onlajn i oflajn kvalitet usluga?
aSekolah Tinggi Ilmu Ekonomi (STIE) Sabang, Banda Aceh, Indonesia + University Kebangsaan Malaysia, Graduate School of Business, Bangi, Malaysia
bSeoul National University, Department of Statistics, Lab of Hierarchical Likelihood, Research for Basic Sciences, Gwanak-gu, Seoul, Republic of Korea + Chaoyang University of Technology, College of Informatics, Department of Information Management, Taiwan
cUniversity Kebangsaan Malaysia, Graduate School of Business, Bangi, Malaysia
dUniversity of North Sumatra, Department of Mathematics, Medan, Indonesia
eChaoyang University of Technology, College of Informatics, Department of Information Management, Taiwan
fSeoul National University, Department of Statistics, Lab of Hierarchical Likelihood, Research for Basic Sciences, Gwanak-gu, Seoul, Republic of Korea

e-adresarezzy94@snu.ac.kr
Projekat:
This research in part of Ministry of Science and Technology Taiwan under grant [MOST-107-2221-E-324-018-MY2]
This research in part of Ministry of Science and Technology Taiwan under grant [MOST-106-2218-E-324-002]
This research in part of National Research Foundation of Korea under grants [NRF2019R1A2C1002408]

Ključne reči: kvalitet usluge na mreži; kvalitet usluge van mreže; mrežni agregator hrane; zadovoljstvo kupaca; lojalnost kupaca; društvena inovativnost
Sažetak
Sa pojavom ekonomija deljenja, način na koji kupac doživljava uslugu pomera se ka kombinaciji usluge van mreže i na mreži. Presudna je potreba da pružalac usluga razume njenu prirodu kao i odgovarajuće aspekte u vezi sa njenim karakteristikama. Prethodna istraživanja potvrdila su uticaj percepcije kvaliteta usluge na mreži i van nje na zadovoljstvo i lojalnost kupaca. Međutim, s prepoznatljivim dimenzijama kvaliteta OAN usluge, njeni efekti na zadovoljstvo kupaca, uloga društvene inovativnosti na zadovoljstvo kupaca, kao i povezanost sa lojalnošću ostaju neistraženi. Stoga ova studija pokušava da - istraži navedene veze, koristeći podatke dobijene od kupaca OAN-a u Maleziji. Primenjeno je ciljano uzorkovanje i potom analizirano 227 prikupljenih odgovora, korišćenjem delimičnog modelovanja parcijalnih putanja zasnovanih na varijansi. Rezultati potvrđuju direktan efekat kvaliteta usluge na mreži i van nje na lojalnost kupaca i potpunu ulogu posredovanja u zadovoljstvu kupaca. Pored toga, utvrđeno je da društvena inovativnost negativno utiče na zadovoljstvo kupaca i odnos lojalnosti. Takođe se u radu diskutije o implikacijama i doprinosu studije.
Reference
Ahn, J.A., Seo, S. (2018) Consumer responses to interactive restaurant self-service technology (IRSST): The role of gadget-loving propensity. International Journal of Hospitality Management, 74: 109-121
Belk, R. (2014) You are what you can access: Sharing and collaborative consumption online. Journal of Business Research, 67(8): 1595-1600
Benoit, S., Baker, T.L., Bolton, R.N., Gruber, T., Kandampully, J. (2017) A triadic framework for collaborative consumption (CC): Motives, activities and resources & capabilities of actors. Journal of Business Research, 79: 219-227
Caraka, R.E., Leey,, Chen, R.C., Toharudin, T. (2020) Using Hierarchical Likelihood towards Support Vector Machine: Theory and Its Application. IEEE Access
Caraka, R.E., Chen, R.C., Lee, Y., Toharudin, T., Rahmadi, C., Tahmid, M., Achmadi, A.S. (2021) Using Multivariate Generalized Linear Latent Variable Models to Measure the Difference in Event Count for Stranded Marine Animals. Global Journal of Environmental Science and Management, 7 (1), 117-130
Caraka, R.E., Chen, R.C., Lee, Y., Noh, M., Toharudin, T., Pardamean, B., Saputra, A. (2020) Variational Approximation Multivariate Generalized Linear Latent Variable Model in Diversity Termites Riau and Peninsular Malaysia. Sylwan, 164 (1). 161-77
Caraka, R.E., Sugiarto, S. (2017) Path analysis terhadap faktor-faktor yang mempengaruhi prestasi siswa. Jurnal Akuntabilitas Manajemen Pendidikan, 5(2): 212-219
Caruna, A. (2002) Service Loyalty: The Effects of Service Quality and Mediating Role of Customer Satisfaction. European Journal of Marketing, 36 (7/8): 811-828
Cheng, X., Fu, S., de Vreede, G.J. (2018) A mixed method investigation of sharing economy driven car-hailing services: Online and offline perspectives. International Journal of Information Management, 41 (10), 57 64
Cho, M., Bonn, M.A., Justin, J. (2018) Differences in perceptions about food delivery apps between single-person and multi-person households. International Journal of Hospitality Management, 7, 108-116
Chuah, S.H.H., Rauschnabel, P.A., Marimuthu, M.A., Thurasamy, R., Nguyen, B. (2017) Why do satisfied customers defect? A closer look at the simultaneous effects of switching barriers and inducements on customer loyalty. Journal of Service Theory and Practice, 27(3): 616-641
Cronin, J.J.Jr., Brady, M.K. (2001) Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, vol. 65, str. 34-49
Cronin, J.J., Brady, M.K., Hult, T.G.M. (2000) Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2): 193-218
Demirci, O.F., Kara, A. (2014) Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing and Consumer Services, 21(2): 118-129
Deng, Z., Lu, Y., Wei, K.K., Zhang, J. (2010) Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, 30(4): 289-300
Devi, J.T. (2004) Exploring international tourists' perceptions of hotel operations by using a modified SERVQUAL approach: A case study of Mauritius. Managing Service Quality: An International Journal, 14(5): 350-364
Dick, A.S., Basu, K. (1994) Customer Loyalty: Toward an Integrated Conceptual Framework. Journal of the Academy of Marketing Science, 22(2): 99-113
Dillon, W.R., Goldstein, M. (1985) Multivariate Analysis: Methods and Applications. Geological Magazine, 122 (3), 310-320
Gio, P.U., Caraka, R.E., Sutiksno, D.U., Ansari, S.A. (2018) Analisis Hubungan antara Variabel Kategori dengan STATCAL, SPSS dan Minitab. Medan: Universitas Sumatera Utara, 1re éd
Heo, J.Y., Lim, C.H., Kim, K.J. (2017) Scales for measuring mobile service quality: A literature review and identification of key dimensions. International Journal of Services and Operations Management, 27(4): 524-548
Heo, J., Kim, K. (2017) Development of a scale to measure the quality of mobile location-based services. Service Business, 11(1): 141-159
Huang, E.Y., Lin, S.W., Fan, Y.C. (2015) M-S-QUAL: Mobile service quality measurement. Electronic Commerce Research and Applications, 14 (2), 126-142
Hult, G.T.M., Sharma, P.N., Morgeson, F.V., Zhang, Y. (2019) Antecedents and Consequences of Customer Satisfaction: Do They Differ Across Online and Offline Purchases?. Journal of Retailing, 95 (1), 10 23
Jin, S., Noh, M., Lee, Y. (2018) H-Likelihood Approach to Factor Analysis for Ordinal Data. Structural Equation Modeling: A Multidisciplinary Journal, 25(4): 530-540
Joia, L.A., Altieri, D. (2018) Antecedents of continued use intention of ehailing apps from the passengers' perspective. Journal of High Technology Management Research, 29 (2) 204-215
Kapoor, A.P., Vij, M. (2018) Technology at the dinner table: Ordering food online through mobile apps. Journal of Retailing and Consumer Services, 43: 342-351
Kuo, Y.F., Wu, C.M., Deng, W.J. (2009) The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior, 25(4): 887-896
Lee, Y., Rönnegård, L., Noh, M. (2017) Double HGLMs: Using the Dhglm Package. u: Data Analysis Using Hierarchical Generalized Linear Models with R, New York: Chapman and Hall/CRC
Lu, J. (2014) Are personal innovativeness and social influence critical to continue with mobile commerce?. Internet Research, 24(2): 134-159
Makanyeza, C., Chikazhe, L. (2017) Mediators of the relationship between service quality and customer loyalty: Evidence from the banking sector in Zimbabwe. International Journal of Bank Marketing, 35(3): 556-556
Mittal, B. (2016) Retrospective: Why do customers switch? The dynamics of satisfaction versus loyalty. Journal of Services Marketing, 30(6): 569-575
Oliver, R.L. (1980) A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4): 460-469
Parasuraman, A., Zeithaml, V.A., Malhotra, A. (2005) E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7(3): 213-233
Parasuraman, A., Zeithaml, V., Berry, L. (1985) A conceptual model of service quality and its implications for future research. Journal of Marketing, 49 (4), 41-50
Parasuraman, A., Berry, L.L., Zeithaml, V.A. (1988) SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64 (1), 12-40
Park, S., Yi, Y., Lee, Y. (2018) Heterogeneous dimensions of SERVQUAL. Total Quality Management & Business Excellence, 0(0): 1-27
Priporas, C.V., Stylos, N., Rahimi, R., Vedanthachari, L.N. (2017) Unraveling the diverse nature of service quality in a sharing economy: A social exchange theory perspective of Airbnb accommodation. International Journal of Contemporary Hospitality Management, 29 (9), 2279-2301
Purani, K., Kumar, D.S., Sahadev, S. (2019) e-Loyalty among millennials: Personal characteristics and social influences. Journal of Retailing and Consumer Services, 48, 215-223
Roos, D., Hahn, R. (2017) Understanding Collaborative Consumption: An Extension of the Theory of Planned Behavior with Value-Based Personal Norms. Journal of Business Ethics, 158, 679-697
Sadik-Rozsnyai, O., Bertrandias, L. (2019) New technological attributes and willingness to pay: The role of social innovativeness. European Journal of Marketing, 53(6), 1099-1124
Salameh, A.A.M., Ahmad, H., Zulhumadi, F., Abubakar, F.M. (2018) Relationships between system quality, service quality, and customer satisfaction: M-commerce in the Jordanian context. Journal of Systems and Information Technology, 20 (1), 73-102
Sanchez, G. (2013) PLS Path Modeling with R. Berkeley: Trowchez Editions, (http://www.gastonsanchez.com/PLS Path Modeling with R.pdf)
Santoso, A.S., Maureen, N.L.A. (2017) User Satisfaction and Intention to Use Peer-to-Peer Online Transportation: A Replication Study. Procedia Computer Science, 124: 379-387
Setó-Pamies, D. (2012) Customer loyalty to service providers: Examining the role of service quality, customer satisfaction and trust. Total Quality Management & Business Excellence, 23(11-12): 1257-1271
Shah, N.U., Hashim, N.M.H.N., Omar, N.A. (2018) Credence and personal factors as a direct cause of brand extension evaluation: Does perceived fit matter?. Malaysian Journal of Consumer and Family Economics, 21, 1-19
Shao, Z., Li, X., Guo, Y., Zhang, L. (2020) Influence of service quality in sharing economy: Understanding customers' continuance intention of bicycle sharing. Electronic Commerce Research and Applications, 40(1): 100944-100944
Shaobo, J., Noh, M., Lee, Y. (2018) H-Likelihood Approach to Factor Analysis for Ordinal Data. Structural Equation Modeling, 25 (4). 530-40
Suhartanto, D., Ali, M.H., Tan, K.H., Sjahroeddin, F. (2018) Loyalty toward online food delivery service: The role of e-service quality and food quality. Journal of Foodservice Business Research, 22 (1), 81-97
Sutherland, W., Jarrahi, M.H. (2018) The sharing economy and digital platforms: A review and research agenda. International Journal of Information Management, 43: 328-341
Sutiksno, D.U., Gio, P.U., Caraka, R.E., Ahmar, A.S. (2018) Brief Overview of STATCAL Statistical Application Program. Journal of Physics Conference Series, 1028, 012244
Vandecasteele, B., Geuens, M. (2010) Motivated Consumer Innovativeness: Concept, measurement, and validation. International Journal of Research in Marketing, 27(4): 308-318
Vesel, P., Zabkar, V. (2009) Managing customer loyalty through the mediating role of satisfaction in the DIY retail loyalty program. Journal of Retailing and Consumer Services, 16(5): 396-406
Yeo, V.C.S., Goh, S., Rezaei, S. (2017) Consumer experiences, attitude and behavioral intention toward online food delivery (OFD) services. Journal of Retailing and Consumer Services, 35, 150-162
Yusra, Y., Agus, A. (2018) The influence of Perceived Service Quality towards Customer Satisfaction and Loyalty in Airasia Self Check-in System. Journal of Social Sciences Research, 2 (Special Issue), 766-775
Yusra, Y., Agus, A. (2020) The influence of online food delivery service quality on customer satisfaction and customer loyalty: The role of personal innovativeness. Journal of Environmental Treatment Techniques, 8 (1), 6-12
Zeithaml, V.A., Berry, L.L., Parasuraman, A. (1996) The behavioral consequences of service quality. Journal of Marketing, 60: 31- 46
 

O članku

jezik rada: engleski
vrsta rada: izvorni naučni članak
DOI: 10.5937/sjm15-24761
primljen: 12.01.2020.
prihvaćen: 09.10.2020.
objavljen u SCIndeksu: 13.11.2020.
metod recenzije: dvostruko anoniman
Creative Commons License 4.0

Povezani članci

Nema povezanih članaka