کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
5111390 | 1483489 | 2017 | 7 صفحه PDF | دانلود رایگان |
عنوان انگلیسی مقاله ISI
Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty
ترجمه فارسی عنوان
ادغام استاندارد سازی و سفارشی سازی: تاثیر بر کیفیت خدمات، رضایت مشتری و وفاداری
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کلمات کلیدی
استاندارد سازی، سفارشی سازی، کیفیت خدمات، رضایت مشتری، وفاداری مشتری، مالزی،
موضوعات مرتبط
علوم انسانی و اجتماعی
مدیریت، کسب و کار و حسابداری
بازاریابی و مدیریت بازار
چکیده انگلیسی
The basic objective of this study is to analyse the direct and indirect impacts of standardization and customization on customer satisfaction and loyalty through service quality. The service quality has two dimensions: technical quality and functional quality. A framework is developed by extending GrÓ§nroos' model of service quality by including the antecedents of service quality. A questionnaire-based survey collected data from 315 customers of three service industries: healthcare, hospitality, and education. The data was analysed and the model validated using PLS-SEM. The findings show that: (1) integration of standardization and customization of service offerings is critical for improved service quality; (2) standardization has higher impact on service quality when compared to customization; (3) functional quality has higher impact on customer satisfaction when compared to technical quality; and (4) customer satisfaction has a significant effect on customer loyalty. The contribution of this study is the development of an integrated framework to analyse the roles of standardization and customization on service quality.
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Journal of Retailing and Consumer Services - Volume 35, March 2017, Pages 91-97
Journal: Journal of Retailing and Consumer Services - Volume 35, March 2017, Pages 91-97
نویسندگان
Leila Agha Kasiri, Kenny Teoh Guan Cheng, Murali Sambasivan, Samsinar Md. Sidin,