Metrika

  • citati u SCIndeksu: [2]
  • citati u CrossRef-u:[1]
  • citati u Google Scholaru:[]
  • posete u poslednjih 30 dana:9
  • preuzimanja u poslednjih 30 dana:5

Sadržaj

članak: 5 od 102  
Back povratak na rezultate
2019, vol. 50, br. 3, str. 179-185
Primena hijerarhijskih latentnih modela u merenju percipiranog kvaliteta usluge
Univerzitet u Novom Sadu, Ekonomski fakultet, Subotica

e-adresaagrubor@ef.uns.ac.rs, milicevic.nikola@ef.uns.ac.rs
Ključne reči: percipirani kvalitet usluge; reflektivni model; formativni model; merenje
Sažetak
Jedna od tema koja je već duži niz godina aktuelna u sferi marketinga odnosise na modeliranje percipiranog kvaliteta usluga. Različiti autorisu dali različita viđenja i objašnjenja kvaliteta usluge, najčešće identifikujućiviše nivoa i dimenzija koje ga determinišu. Pored definisanja osnovnih dimenzija kvaliteta usluge, postavlja se i pitanje prirode odnosa u samom modelu. U vezisa tim, u radu su predstvaljeni reflektivni i formativni modeli, kao i njihove specifičnosti. Takođe, analizirana su i četiri osnovna tipa hijerarhijskih latentnih modela, koji se zasnivaju upravo na reflektivnim i formativnim vezama. Na osnovu pregleda relevantne naučne literature, u radu je predstavljen predlog modeliranja percipiranog kvaliteta usluge, kao i kriterijumi u vezisa testiranjem tako postavljenog modela.
Reference
Ažman, S., Gomišček, B. (2015) Functional form of connections between perceived service quality, customer satisfaction and customer loyalty in the automotive servicing industry. Total Quality Management & Business Excellence, 26(7-8), 888-904
Becker, J.M., Klein, K., Wetzels, M. (2012) Hierarchical latent variable models in PLS-SEM: Guidelines for using reflective-formative type models. Long Range Planning, 45(5-6), 359-394
Bloemer, J.M.M., Odekerken-Schroder, G.J. (2002) Store satisfaction and store loyalty explained by customer - and store-related factors. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 15, 68-80
Filipović, J. (2019) Analiza stavova i namera potrošača prema korišćenju usluga internet bankarstva. Anali Ekonomskog fakulteta u Subotici, br. 41, str. 17-35
Finn, A., Kayande, U. (2004) Scale modification: Alternative approaches and their consequences. Journal of Retailing, 80(1), 37-52
Gounaris, S., Dimitriadis, S., Stathakopoulos, V. (2010) An examination of the effects of service quality and satisfaction on customers' behavioral intentions in e-shopping. Journal of Services Marketing, 24(2), 142-156
Grönroos, C. (1984) A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44
Hair, J.F., Hult, G.T.M., Ringle, C.M., Sarstedt, M. (2017) A primer on partial least squares structural equation modeling (PLS-SEM). Thousand Oaks: Sage, Second Edition
Hair, J.F., Sarstedt, M., Ringle, C.M., Mena, J.A. (2012) An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Science, 40(3), 414-433
Hair, J.F., Ringle, C.M., Sarstedt, M. (2013) Partial least squares structural equation modeling: Rigorous applications, better results and higher acceptance. Long Range Planning, 46(1-2), 1-12
Hossain, M.A., Dwivedi, Y.K., Naseem, S.B. (2015) Developing and validating a hierarchical model of service quality of retail banks. Total Quality Management & Business Excellence, 26(5-6), 534-549
Jamal, A., Anastasiadou, K. (2009) Investigating the effects of service quality dimensions and expertise on loyalty. European Journal of Marketing, 43(3/4), 398-420
Jarvis, C.B., Mackenzie, S.B., Podsakoff, P.M. (2003) A critical review of construct indicators and measurement model misspecification in marketing and consumer research. Journal of Consumer Research, 30(2), 199-218
Lehtinen, U., Lehtinen, J.R. (1982) Service quality: A study of quality dimensions: Research report. Helsinki: Service Management Institute
McDougall, G.H.G., Levesque, T. (2000) Customer satisfaction with services: Putting perceived value into the equation. Journal of Services Marketing, 14(5), 392-410
Mihailović, B. (2017) Marketing services the hotel and resturant. Ekonomika, vol. 63, br. 1, str. 19-30
Oliver, L.R. (1999) Whence consumer loyalty?. Journal of Marketing, 63, 33-34
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., Zeithaml, V.A., Berry, L.L. (1988) SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40
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
Pollack, B.L. (2009) Linking the hierarchical service quality model to customer satisfaction and loyalty. Journal of Services Marketing, 23(1), 42-50
Rajic, T., Dado, J. (2013) Modelling the relationships among retail atmospherics, service quality, satisfaction and customer behavioural intentions in an emerging economy context. Total Quality Management & Business Excellence, 24(9-10), 1096-1110
Sasser, W.E., Olsen, R.P., Wyckoff, D.D. (1978) Management of service operations: Text, cases, and readings. Boston: Allyn and Bacon
Seiders, K., Voss, G.B., Grewal, D., Godfrey, A.L. (2005) Do satisfied customers buy more?: Examining moderating influences in a retailing context. Journal of Marketing, 69(4), 26-43
Setό-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
Sureshchandar, G.S., Rajendran, C., Anantharaman, R.N. (2002) The relationship between service quality and customer satisfaction: A factor specific approach. Journal of Services Marketing, 16(4), 363-379
Thomas, S. (2013) Linking customer loyalty to customer satisfaction and store image: A structural model for retail stores. Decision, 40(1-2), 15-25
Voss, G.B., Parasuraman, A., Grewal, D. (1998) The roles of price, performance, and expectations in determining satisfaction in service exchanges. Journal of Marketing, 62(4), 46-61
 

O članku

jezik rada: srpski
vrsta rada: originalan članak
DOI: 10.5937/markt1903179G
objavljen u SCIndeksu: 11.02.2020.
metod recenzije: dvostruko anoniman
Creative Commons License 4.0