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Customer behavior is like something complex where in the process there are internal factors and external factors that can influence customers to determine purchase decisions. In this study, data will be collected on the food and beverage industry, namely Bila Bakery. There is a phenomenon that occurs in Bila Bakery in the form of a decline in sales after the pandemic. In fact, in this case, If the bakery has data related to customer membership but has never been evaluated, so the data cannot provide consideration in decision-making by management. This study is a quantitative research that uses a descriptive analysis method and PLS-SEM using data obtained from Bila Bakery customers through the distribution of questionnaires with WhatsApp Blast, there are 157 respondents as a sample in this study. The results of the study show that Product Quality and Price have a positive and significant effect on Purchase Decisions, but Service Quality has a positive effect but does not have a significant effect on Purchase Decisions on Bila Bakery customers. There are managerial implications for Bila Bakery as a future business strategy through Product Quality and Price that have an impact on Purchase Decisions. [ABSTRACT FROM AUTHOR]

This study aims to present an integrative model assessing the impact of Food Biosafety Measures (FBM), e-Service Quality (e-SQ), and Product Quality (PQ) on Online Food Delivery Service (OFDS) brand image, e-consumer satisfaction (e-CS), and e-loyalty (e-LO), grounded in Expectation-Disconfirmation Theory (EDT). Employing a cross-sectional survey design, the study analyzed responses from 911 users in Bogotá and Medellín through structural equation modeling (PLS-SEM). A multigroup analysis assessed differences across these two cities. The study found that FBM significantly enhances e-CS but does not directly impact brand image, suggesting other factors, such as e-SQ and PQ, play essential roles. E-SQ and PQ robustly influence brand image, which modestly affects both e-CS and e-LO. The study confirms that e-CS significantly fosters e-LO, with FBM indirectly influencing e-LO via e-CS. For OFDS managers and policymakers, emphasizing food biosecurity, service, and product quality is vital for enhancing consumer satisfaction and fostering loyalty. Geographical nuances revealed through multigroup analysis indicate the importance of region-specific strategies for service quality and market expansion. This research fills a gap in the OFDS literature by empirically validating non-food quality attributes in generating e-CS and, indirectly, e-LO. It highlights the complexity of brand image construction and provides a framework for OFDS brands to augment consumer satisfaction and loyalty in a dynamically evolving sector. [ABSTRACT FROM AUTHOR]

This study examined the relationship between service quality and patronage of telecommunication products in Akwa Ibom State, Nigeria. Service quality was measured using tangibility, reliability, responsiveness, simplicity, and availability. Primary data were collected via questionnaires from 384 respondents using convenience sampling. Descriptive statistics and regression analyses were used for data analysis. The results showed significant positive relationships between service quality dimensions and patronage: tangibility (r = 0.875), reliability (r = 0.837), responsiveness (r = 0.897), simplicity (r = 0.649), and availability (r = 0.462). The SEM analysis confirmed these findings, revealing that reliability and responsiveness were the strongest predictors of patronage, followed by availability, simplicity, and tangibility. The model fit indices indicated an acceptable fit, validating the hypothesized relationships. Recommendations include enhancing the physical environment and facilities to reflect the organization's values, ensuring promised services are delivered, and promptly addressing customer problems. Telecommunication companies should focus on understanding and meeting customer needs to encourage continued patronage. [ABSTRACT FROM AUTHOR]

This study investigates a supply chain comprising of a manufacturer and a retail platform, wherein the former decides the quality information transparency strategy of products and the latter determines whether or not to implement price parity clauses (PPCs). The manufacturer can directly sell the end-of-season product to the end-consumer market and indirectly via the retail platform. Specifically, this study considers two quality information transparency strategies (i.e. ex-ante blockchain-adoption and ex-post voluntary disclosure) that differ on whether the manufacturer's decision on quality information transparency strategy is made before or after observing the actual product quality. Results show that the manufacturer may prefer the ex-ante blockchain-adoption strategy in specific conditions but maintains the flexibility of information disclosure under ex-post voluntary disclosure strategy. Moreover, the implementation of PPCs significantly reduces the manufacturer's incentive to disclose a large extent of quality information transparency when the effort cost is high or the service effect coefficient is low. By contrast, the manufacturer is more likely to adopt information transparency strategies under PPCs when the effort cost is low and the service effect coefficient is high. More interestingly, contrary to theories of harm from PPCs, the implementation of PPCs may simultaneously benefit the manufacturer and retail platform, achieving a 'win-win' situation. [ABSTRACT FROM AUTHOR]

Copyright of Revista Foco (Interdisciplinary Studies Journal) is the property of Revista Foco and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

The quality of products and services used in global marketplaces is critical. Manufacturing companies can compete in international marketplaces by leveraging quality effectively to outperform competition. Industry 4.0, a plan promoted by industrialized countries, has resulted in implementing "smart manufacturing," which places a premium on quality control. As a result of improved quality control enabled by new technology, the industrial sector has been changed. Nonetheless, smart quality implementation is still in its early stages, and more empirical study is needed to understand its benefits and drawbacks fully. A survey will be developed to assess how people perceive smart quality awareness and manufacturers' readiness to embrace Smart Quality. This study applied Delphi methodology to investigate the critical factors and particular indicators of implementing the Smart Quality model in manufacturing organizations. Experts from academics and business management analysed the Delphi approach and discovered eight factors and sixteen indicators. The findings will lead to a new method for assessing Smart Quality. [ABSTRACT FROM AUTHOR]

In the dynamic pharmaceutical industry, companies are undergoing significant transformations in their interactions with consumers. The health industry involves various stakeholders, and pharmaceutical products, such as medications, are predicted to continually increase in demand with the growth of the middle class in Indonesia. Pharmaceutical manufacturers compete through distribution channels such as pharmacies and large pharmaceutical retailers to meet the demands of the government, patients, and entrepreneurs. With the rising number of patients, PT. Satoria Aneka Industri needs to develop a marketing strategy to remain competitive by enhancing the quality of products, services, and quality assurance. Positioned as the second-largest market share holder, PT. Satoria Aneka Industri aims to become the leader in the Indonesian market with a marketing strategy focused on the Unique Selling Point (USP), improving service quality, and ensuring product quality. Product awareness, service quality, and product quality assurance are considered determining factors in consumer purchasing decisions, with marketing strategy analysis focused on the company's infusion products. [ABSTRACT FROM AUTHOR]

Background: Company performance is a result of operational activities in using the company's resources. The successful contribution of employees will have an impact on the level of customer satisfaction, where satisfied customers will minimize the level of complaints and retention levels and play a role in assessing company performance as evaluation material for company management. Purpose: The purpose of this research is to determine the influence of service quality and product quality on company performance at The Royal Pita Maha. Method: This research is a type of associative research with a quantitative approach. The data collection method was carried out by direct observation, interviews and distributing questionnaires to 160 respondents, namely employees of The Royal Pita Maha who were selected using a non-probability sampling method with a quota sampling technique. The research instrument was tested using validity and reliability tests, then data analysis was carried out using multiple linear regression using SPSS. Results: The research results show that service quality has a positive and significant effect on company performance, as well as product quality has a positive and significant effect on company performance. Conclusion Based on the research results, it is hoped that company management can pay more attention to the company's operational activities through employee contributions in providing services so as to create a sense of security and comfort for customers and pay attention to the ingredients of the products provided so that they remain safe and last a long time so that the company's performance assessment can be even better. [ABSTRACT FROM AUTHOR]

The aim of this study was to examine the influence of product and service quality on purchasing decisions, mediated by purchase intention as an intervening variable. The research was conducted to enhance purchasing decisions at Ice Cream Shop in Cirebon. Purposive sampling was used to select participants. The data were analysed using partial least squares structural equation modelling (SEM-PLS) with the Smart-PLS 3.0 application. The results indicate that service quality has a positive impact on purchase intention but does not significantly affect purchasing decisions. Additionally, the service quality variable affects purchase intention but does not significantly impact purchasing decisions. The study found that the purchase intention variable mediated the relationship between product quality and service quality on purchasing decisions. This study suggests that future researchers could investigate additional variables that may influence purchasing decisions at ice cream shops. [ABSTRACT FROM AUTHOR]

Many sales and service interactions with frontline employees take place in scented places. This research focuses on the effect of ambient scents on consumer comfort with frontline employees and subsequently on the perceived quality of product and service offers. Two experimental studies carried out in actual setting in Paris, in taxis (242 respondents interacting with drivers) and in a small shop (120 respondents interacting with advisors), show that consumer comfort with frontline employees and perceived quality are higher (lower) in the presence of an ambient scent when the frontline employees maintain strong (low) physical proximity with consumers. This study shows the impact of ambient scents in consumers-employee's relationships and questions their relevance when social interactions are constrained by distancing rules. [ABSTRACT FROM AUTHOR]

The need to update an enterprise quality management system (QMS) seems to be more urgent each time. Without adequate updating, the system may not be capable of responding to market changes, generating delivery delays and increasing customer costs and losses instead of allowing industries to improve product quality and services, reduce costs, and increase customer satisfaction. Thus, the present research deals with a case study of a Mexican metal mechanics industry certified to ISO 9001:2015 with the need to update its operating QMS. Due to reasons for growth, the industry has added new activities to the processes and modified others, working in the integration area to improve efficiency and efficacy. Therefore, an analysis of strengths, opportunities, weaknesses, and threats (SWOT) was performed. The status of the processes was evaluated, creating a document with new activities and updating those that showed non-compliance. The results of this investigation have the purpose of contributing to the importance of QMS empirical evidence in emerging countries and increasing quality studies in Mexican industries. [ABSTRACT FROM AUTHOR]

The purpose of this study is to determine and analyze the influence of brand image, price, and product quality on purchasing decisions by mediating customer satisfaction on drinks at Batam City coffee shops with a few respondents as many as 210 people. This research is basic research and is quantitative. Data collection techniques go through literature studies and field studies using questionnaires. Data analysis techniques are launched by managing data statistically using the help of smart PLS applications. Through the processing of data that has been done, it is found that brand image does not have a significant effect on purchasing decisions. Price has a significant influence on purchasing decisions. Service quality has a significant influence on purchasing decisions. Customer satisfaction does not have a significant effect on purchasing decisions. Brand image has a significant effect on customer satisfaction. Price has a significant effect on customer satisfaction. Service quality does not have a significant effect on customer satisfaction. Brand image cannot influence purchasing decisions mediated by customer satisfaction. Price cannot influence purchasing decisions mediated by customer satisfaction. Service quality cannot influence purchasing decisions mediated by customer satisfaction. [ABSTRACT FROM AUTHOR]

Consumer satisfaction in e-commerce directly depends on logistical services. There is a constant dilemma in which logistical service dimensions affect consumers' product satisfaction. The aim is to determine how specific dimensions of logistics services affect product satisfaction in the e-commerce industry of Pakistan. For this research, a survey questionnaire with a deductive approach was utilized by collecting data from 197 respondents through a convenient sampling technique. Further, hypotheses were tested through a quantitative method with the help of SmartPLS. A measuring instrument was used with six dimensions, that is, availability, delivery time, shipping costs, product quality and condition, information quality, and customer satisfaction related to the product. This research revealed an insignificant effect of product availability, shipping time, and shipping cost on product satisfaction. In contrast, product quality and information quality were found to have a significant and positive effect on product satisfaction. From academic insights to logistical optimization, this research unlocks valuable knowledge for all stakeholders driving Pakistan's e-commerce revolution. Buckle up for a journey into the heart of this rapidly evolving landscape. [ABSTRACT FROM AUTHOR]

The purpose of this research is to determine the influence of service quality and customer trust on customer perceptions. The population in this study was 1,855,253 consumers with a sample of 68 respondents taken using a probability sampling approach with a simple random sampling technique. Multiple regression is used to test the hypothesis. The research results show that there is a significant influence between service quality and customer trust on customer perceptions at Samsat Surabaya. [ABSTRACT FROM AUTHOR]

This study aims to evaluate the impact of service quality, product quality, and promotion on customer loyalty, with customer satisfaction as a mediator, on consumers of green brand rapid test products in 10 hospitals in Bekasi City. Involving 74 respondents, this study uses a quantitative approach and associative strategy, with data collected through purpose sampling techniques and analyzed using the SmartPLS 3.0 application. The results showed that service quality and product quality had no significant effect on customer satisfaction, while promotion had a significant positive impact. Although promotion positively affects customer loyalty, service quality and product quality have no significant impact on customer loyalty. Furthermore, customer satisfaction does not significantly mediate the relationship between these factors and customer loyalty. These findings provide important insights for companies in developing more effective marketing strategies to increase customer loyalty for green brand rapid test products. [ABSTRACT FROM AUTHOR]

This study aimed to assess the influence of service and product quality on customer attitudes and subsequent purchasing decisions. Additionally, individuals with no previous experience in online product purchases were targeted in the population of Serang City, Indonesia. A total of 225 participants were selected through a meticulous proportional random sampling method using the Hair formula. The gathered data was rigorously analyzed using SmartPLS 3.3.3 by adopting a comprehensive structural equation modelling (SEM) method. The five proposed hypotheses were substantiated by the collected data to report crucial insights. The results showed that superior service quality significantly impacted customer attitudes towards the respective company or the services rendered. Furthermore, a strong correlation was established between high product quality and positive attitudes. In the context of purchase decisions, commendable service quality increased the probability of a successful transaction. Moreover, customers perceived enhanced value when considering purchases, particularly with increased service quality. The substantial influence of positive attitudes was also reported towards company or product on actual purchasing decisions to show the role of sentiment in driving successful transactions. [ABSTRACT FROM AUTHOR]

Purpose: The COVID-19 pandemic has dramatically transformed global organizational operations, necessitating a reevaluation of leadership paradigms due to the challenges to business continuity posed by this Black Swan event. With the shift to remote work, the focus on e-leadership has become crucial. The aim of this study is to examine the impact of e-leadership on organizational performance, specifically through product and service quality, and to explore how the severity of such crises might affect this relationship. Design/methodology/approach: During the active phase of the COVID-19 pandemic in Q1 2021, a survey encompassed 1160 organizations across Poland, Italy, and the USA. Higherlevel managers from each organization provided responses using the CAWI method. Variables explored included e-leadership, product and service quality (PSQ), organizational performance, and COVID-19 crisis severity. The moderated mediation model was constructed using the Macro Process for IBM SPSS. The study deployed r-Pearson correlation analysis, mediation, and moderation analyses, contextualized by COVID-19 severity. Findings: The study revealed a statistically significant correlation among e-leadership, product and service quality and organizational performance. Specifically, a robust link was identified between PSQ and organizational performance. Mediation analysis confirmed that PSQ serves as a significant mediator in the relationship between e-leadership and organizational performance. Furthermore, COVID-19 crisis severity emerged as a significant moderator, intensifying the positive impact of e-leadership on organizational performance via PSQ. Research limitations/implications: While the study's focus on COVID-19 presents certain limitations, it sets the stage for future research, urging exploration of e-leadership's significance across varied crisis scenarios to determine its consistent relevance in modern organizational frameworks. Originality/value: This study underlines e-leadership's crucial role in navigating organizational challenges during Black Swan events, with a spotlight on the COVID-19 pandemic. Contributing uniquely to crisis management literature, it emphasizes the increasing importance of e-leadership in the era of digital transformation. [ABSTRACT FROM AUTHOR]

This research aims to analyze the influence of product quality, promotion and service quality on sustainable interest mediated by customer satisfaction when using the Bank Raya Application. The population subjects of this research were PT. Bank Raya Indonesia, Tbk, while the subjects used as samples were 137 respondents. This research design uses quantitative methods. The data collection technique uses a questionnaire. This research was conducted using the SEM-PLS analysis method. The research results show that Product Quality has a significant positive effect on Continuing Interest in using the Bank Raya Application, promotions do not have a significant influence on Continuing Interest in using the Bank Raya Application. Service Quality has a significant positive effect on Continuing Interest in using the Bank Raya Application, there is no sign ificant influence between Promotion and Customer Satisfaction on using the Bank Raya Application. Service Quality has a significant effect on Customer Satisfaction when using the Bank Raya Application. Customer satisfaction has a significant effect on continued interest in using the Bank Raya application. Product Quality Influences Sustainable Interest through the mediation of Customer Satisfaction when using the Bank Raya Application. Promotion does not mediate the relationship between Customer Satisfaction and Continued Interest in using the Bank Raya Application. Service Quality significantly influences Sustainable Interest through the mediation of Customer Satisfaction with the use of the Bank Raya Application. [ABSTRACT FROM AUTHOR]

Problem description: In many markets with demand uncertainties, competing retailers may share inventories for common products that they offer consumers. This paper examines how competitors' product sharing affects their inventory and service-quality decisions. The existing literature has mainly focused on inventory sharing among independent retailers who do not compete with each other. Our research aims to fill the gap in this literature by investigating the tradeoffs of inventory sharing between retailers who directly compete for customers based on service quality. Methodology/results: We develop a game-theoretical model in which two retailers selling a common product from the same manufacturer compete for customers by offering differentiated services together with the product. Each retailer faces stochastic demand that increases in its service quality and decreases in the competitor's service quality. When a retailer runs out of stock of the product, it may replenish its inventory directly from the manufacturer and/or request the competitor's excess inventory if they have an inventory-sharing agreement. We find that inventory sharing may soften or intensify service competition, depending on the transfer price for the shared inventory. Specifically, when retailers agree to share inventory, their service levels decrease in the transfer price if their preseason inventory levels are exogenous, but are nonmonotone in the transfer price if the retailers endogenously choose inventory levels. Moreover, our analysis reveals that the retailers' equilibrium inventory levels will increase in the transfer price and can be higher or lower than their levels in the case without inventory sharing. We also find that with exogenous inventory, the retailers prefer to share inventory at the highest nonmoot transfer price, whereas with endogenous inventory, the retailers may prefer not to share inventory, even at the optimal transfer price, when the level of competition and the preorder cost are high. Finally, we show that with service competition, inventory sharing cannot achieve full coordination under any transfer price. Managerial implications: When deciding whether to share inventory with competitors, managers should consider not only the benefits of inventory pooling, but also the strategic effect of sharing on the firms' inventory choices and service levels. Funding: X. Guo has received research support from the Research Grants Council of Hong Kong [RGC Reference 15501820]. Supplemental Material: The online appendix is available at https://doi.org/10.1287/msom.2020.0584. [ABSTRACT FROM AUTHOR]

This study aims to determine the effect of price, service quality, and product quality on purchasing decisions mediated by purchase intention (empirical study: consumers at Kriss stores in Tangerang District). The research data was acquired from distributing questionnaires through the Google form. In taking samples, the study employed a Purposive sampling technique. This study used 150 respondents as the sample. This study applied quantitative analysis techniques and processed by SmartPLS. The test results show: 1) Price quality has a positive and significant effect on purchasing decisions, 2) Service quality has no positive and significant effect on purchasing decisions, 3) Product quality has a positive and significant effect on purchasing decisions, 4) Price has a positive but not significant effect on purchase intention, 5) Service quality has a positive but not significant effect on purchase intention, 6) Product quality has a positive and significant effect on purchase intention, 7) Purchase intention has a positive and significant effect on purchase decision, 8) Purchase intention does not mediate the relationship between price and decision purchase, 9) Purchase intention does not mediate the relationship between service quality and purchase decision, 10) Purchase intention does not mediate the relationship between service quality and purchase decision. [ABSTRACT FROM AUTHOR]

This study explores the impact of service quality, as evaluated using the CARTER model, on customer satisfaction at Bank Syariah Indonesia. Among the six initial hypotheses, only two were confirmed, yielding significant insights. Notably, the research revealed that neither sharia compliance nor tangible aspects significantly influenced customer satisfaction. Assurance and empathy also displayed no substantial impact. Conversely, two pivotal factors emerged as major drivers of customer satisfaction: reliability and responsiveness. This intriguing finding may be linked to a recent hacker attack on Bank Syariah Indonesia, which occurred a month before the study, although further research is required to confirm this hypothesis. Despite the rigor of the research procedures, some limitations emerged, including the use of online questionnaires via Google Forms, which hindered detailed explanations to respondents and potentially affected their understanding. Additionally, the study focused exclusively on the service quality components outlined by the CARTER model, neglecting other important variables like trust, awareness, and loyalty. In light of these findings, the study offers vital recommendations. Bank Syariah Indonesia is encouraged to focus more on the various components of the CARTER service quality model to potentially foster higher customer trust and loyalty. Furthermore, the bank should consider introducing flagship programs and comprehensive approaches to enhance customer satisfaction. Future researchers are encouraged to explore additional factors influencing customer satisfaction, such as product quality and brand image, and to expand the sample to include a more diverse range of respondents. In summary, this study summarizes its findings, limitations, and recommendations, providing valuable insights for Bank Syariah Indonesia and future researchers seeking to enhance their understanding of service quality and customer satisfaction in this context. [ABSTRACT FROM AUTHOR]

Customer loyalty is an essential factor in business success. In the publishing industry, such as Pareto Publisher Erlangga, creating customer loyalty is crucial for maintaining a competitive market share. Therefore, this research aims to analyze the relationship between service quality, product quality, sales promotion, and customer loyalty among Publisher Erlangga's Pareto customers in Pekanbaru. This study adopts a quantitative approach by collecting data from 92 respondents who are customers of Pareto Publisher Erlangga in Pekanbaru. The research instrument used is a questionnaire consisting of questions about customer perceptions of service quality, product quality, sales promotion, and loyalty to Erlangga Publisher. The results of data analysis using the multiple linear regression method indicate that service quality, product quality, and sales promotion have a significant positive influence on customer loyalty. This means that the higher the customers' perception of service quality, product quality, and sales promotion, the higher their level of loyalty to Erlangga Publisher. These findings have important implications for Pareto Publisher Erlangga in Pekanbaru to enhance customer loyalty. They should focus on improving service quality, such as responsiveness to customer inquiries, speed of service, and ease of communication. Additionally, they should ensure that the products they offer are of high quality and meet customer expectations. Moreover, effective sales promotion strategies should also be implemented to build awareness and interest among customers. Pareto Publisher Erlangga in Pekanbaru can develop more effective strategies to maintain and increase their market share. This research can serve as a reference for the publishing industry and other businesses in understanding the importance of service quality, product quality, and sales promotion in fostering customer loyalty. [ABSTRACT FROM AUTHOR]

Copyright of Journal of Application Business & Management / Jurnal Aplikasi Bisnis dan Manajemen is the property of IPB University and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Purpose: The primary objective of this paper is to analyze the socio-cultural factors that shape the attitudes of Generation Z and Generation Alpha towards quality in products and services. Methodology: The paper employs a multidisciplinary approach, integrating insights from sociology, cultural studies, and consumer behavior. It examines the influence of media, family, and social groups on forming qualityconscious attitudes among young people. Results: The research reveals that media can both promote and undermine quality consciousness, depending on the nature and quality of the content. Family background, particularly parents' education level, significantly influences young people's awareness and understanding of quality. Social groups can reinforce or challenge family values and set high-quality standards if linked to shared hobbies, activities, or goals. Theoretical Contribution: This paper contributes to the literature on consumer behavior and quality consciousness by comprehensively analysing the socio-cultural factors influencing young people's attitudes towards quality. It introduces the concept of quality-conscious attitudes as a three-component model encompassing knowledge about quality, feelings of desirability and legitimacy, and developed habits. Practical Implications: The findings of this research have practical implications for marketers, educators, and policy-makers. They highlight the need for quality education and awareness campaigns targeting young people and underscore the role of media, family, and social groups in shaping attitudes towards quality. [ABSTRACT FROM AUTHOR]

This study aims to analyze the effect of Personal Selling Services, Price, and Product Quality on customer satisfaction using MICE services. The object of this research is all customers of PT ABC. The population in this study is PT ABC customers in Jabodetabek, and the respondents' plan will be determined by the number of samples based on the Hair formula. Sampling will be carried out by purposive sampling method, which is a sample selected based on its characteristics. The analysis technique uses Smart PLS (Partial Least Square) 3.0 analysis. Quantitative analysis methods with SEM analysis tools and Smart PLS 3.3 tools. The results of this study show that Personal Selling has a positive and significant effect on Purchasing Decisions, but price shows a significant negative effect on Purchasing Decisions, besides that Product Quality shows a positive and significant effect on Purchasing Decisions. Therefore, considering the existing market share, companies should improve purchasing decisions by paying attention to service quality and product quality through the application of attractive prices. The Technology Readiness Level of this study is Level 3. Analytic and experimental critical functions and/or proofs of concept characteristics. Active research and development begins, this includes analytical studies and empirical studies to physically validate the analytical predictions of separate elements of the technology. [ABSTRACT FROM AUTHOR]

This study aims to examine the effect of service quality, ULaMM PANTAS product quality on customer loyalty through customer satisfaction at PT. Permodalan Nasional Madani Tangerang Branch Office. This study uses a quantitative approach with Structural Equation Modeling (SEM) using the AMOS program. The unit of analysis used is all ULaMM Pantas customers of PT. Civil National Capital Branch of Tangerang which has done a minimum of two Top Ups. The sample consists of 300 respondents. Data collection techniques were carried out using online questionnaires. The results of the study prove that service quality and product quality have a positive and significant influence on customer satisfaction and loyalty. Customer satisfaction can mediate the effect of service and product quality on customer loyalty. The conclusion of this study is that the higher the customer satisfaction in mediating the quality of services and products, the higher the loyalty of ULaMM PANTAS customers to PT. Permodalan Nasional Madani Tangerang Branch Office. [ABSTRACT FROM AUTHOR]

The development of the world of tourism, which continues to increase is certainly a support for the Tour and Travel business. One of the attractions of a tourist is a tourist attraction. Therefore, tourists need in their tour to travel to places that are interesting and able to provide comfort, serenity, and joy in itself. The purpose of this study to find out the relationship of personal sales service, price perception, and quality product to the package purchase of the travel package incentives. The object of this study is all customers of Preferred Tours Management Jakarta. The sample in this study are Preferred Tours Management customers in Jakarta, with 155 respondents. Purposive sampling method was used and the sample were selected based on its characteristics. Data were processed using Smart PLS (partial least square) 3.0. The results of hypothesis testing in this research explain that service quality influences purchasing decisions, but price has a negative and significant effect. Besides, product quality also has a significant influence. Therefore, considering the existing market, the company requests an increase in purchases by paying attention to service quality and product quality through the application of attractive prices. [ABSTRACT FROM AUTHOR]

The globalized market forces organizations to be in constant innovation and to implement strategies that allow them to adapt to new environments without losing the quality of their products or services that they offer. In this sense, intrapreneurship is a practice that is gaining strength in the business world as an innovation strategy within organizations, generating participatory work environments and favorable environments for the generation of new ideas, contributing to the assurance of their quality. The present work is a quantitative study that seeks to analyze the phenomenon of intrapreneurship as an innovation alternative and its impact on the quality of the companies that are part of the Restaurant Business Council (CER), which operates in the city of Los Mochis, Sinaloa. For this case study, the survey was used as a data collection instrument, to a sample of 51 companies of the study group and a linear regression model was applied, analyzing the relationship between the variables of intrapreneurship, innovation, and quality, calculated using the IBM SPSS Statistics 26.0 program. After processing the data and analyzing the results, it is inferred that intrapreneurship represents, within the study group, an innovation alternative that is frequently practiced and that by propitiating environments that promote the participation and empowerment of employees, it is possible to achieve a significant increase in the quality of the organization's processes, as well as its products and services. [ABSTRACT FROM AUTHOR]

Service quality and its connection to customer satisfaction and loyalty are crucial for all businesses in today's competitive environment. The apparel industry which is expanding globally, operates in a very dynamic environment, where constant updating and renewal of the product line is essential to retain customers to meet their high and varied demands. It becomes critical for apparel brands to track consumer satisfaction with service quality over time, pinpoint the variables that influence it, and then search for areas for development. Therefore, this research aimed to evaluate the effectiveness of women's clothing brand service quality on its clients' satisfaction by finding the gap between perceived and expected quality of service using the SERVQUAL model. Through a questionnaire survey, data was collected from 150 customers of a particular Pakistani clothing brand from different outlets in the city of Karachi. The results revealed that the customers were satisfied with the brand in all five dimensions of SERVQUAL i.e. tangibles, reliability, empathy, assurance and responsiveness and has a positive relationship with customer satisfaction. However, empathy and responsiveness were the two aspects that needed to be focused on to outperform in service quality. [ABSTRACT FROM AUTHOR]

Purpose: This study examines the different effects of service recovery strategies on customers' future intentions when online shoppers were experiencing delivery failures. Two types of problem severity are evaluated: wrong-product delivery (issues with the product quality or quantity) and late delivery. This study also investigates the impact of service criticality on the relationship between service recovery strategies and customers' future intentions. Design/methodology/approach: This study employs experimental research with 123 online shoppers as participants. Following the results, a subsequent test is conducted to examine the effect of participants' demographics on future intentions. Finally, the current study elaborates the findings using qualitative research, interviewing both sides impacted by the service failures: online shoppers and e-retail managers. Findings: The findings show that complementing product replacement with monetary compensation is the most effective strategy to improve repurchase intention after a dissatisfaction moment. This effect is indifferent to service criticality and severity. Age influences the participants' repurchase intentions, in which younger people are less tolerant of service failures. In contrast, gender and education level do not provide any differences. To prevent delivery failures, managers participating in this study suggest several best practices regarding systems and infrastructure, people and coordination and collaboration with logistics partners. Research limitations/implications: The study mainly examines a limited type of service and service failures. Further studies are encouraged to expand the variables and scenarios, as well as to employ more distinctive methods, to enrich the findings related to recovery strategy in the e-commerce industry. Practical implications: Given proper compensation, service failure could create momentum for online retailers to boost customer loyalty. This study suggests that managers design the most effective service recovery to win customers back to the business. Originality/value: This paper enriches the literature related to a service recovery strategy, particularly within the online shopping context. [ABSTRACT FROM AUTHOR]

The Influence of Product Quality, Service Quality and Price to Competitiveness with Citra Merek as Intervening VariaBle (Case Study on Suparni Boutique Boutique). This study aims to determine (1) the effect of Product Quality on Competitiveness on Suparni Butik (2) the influence of Service Quality on Competitiveness in Suparni Butik (3) Price Influence on Competitiveness in Suparni Boutique Boutique (4) Product Quality Influence to Citra Merek at Butik IBu Suparni (5) the influence of Service Quality to Citra Merek on Suparni Butik (6) Price Influence on Citra Merek on Suparni Boutique (7) Citra Merek influence to Competitiveness on Suparni Boutique Boutique. This research uses saturated sampling technique. The population of this research is all customer of Mrs. Suparni which amounted to 210 people. This research method uses quantitative research method with LISREL computer program and Structural Equation Modeling (SEM). The result of the research shows that there is a significant influence of Product Quality on Competitiveness in Suparni Boutique Boutique with the value of T Statistics 5,46 = 1.96. There is a significant influence of Service Quality on Competitiveness at Suparni Boutique Boutique with the value of T Statistics is 6.19 = 1.96. There is a significant influence on the Competitiveness of Competitiveness in Suparni's Boutique Boutique with the value of T Statistics is 8.03 = 1.96. There is no significant effect of Product Quality on Citra Merek on Suparni Boutique Bout with T Statistics is 1.83 = 1.96. There is no significant effect of Service Quality on Citra Merek on Suparni Boutique with T Statistics is 1.56 = 1.96. There is no significant effect on Citra Merek Prices on Suparni Boutique Boutiques with T Statistics Being 0.54 = 1.96. There is no significant effect of Citra Merek on Competitiveness in Suparni's Boutique Boutique with the value of T Statistics is 0.53 = 1.96. [ABSTRACT FROM AUTHOR]

This paper aims to examine the impact of service quality and corporate social responsibility (CSR) on brand authenticity and determine the moderating effects of CSR on the relationship between service quality and brand authenticity. Survey data was collected from 472 customers of Karachi, Pakistan's four major medical diagnostic laboratories, through the convenience sampling technique. The quantitative method was used. To collect information from respondents, a self-administered questionnaire is used. We utilized the partial least squares structural equation modeling (PLS-SEM) technique to analyze data. The results show that CSR, service quality, and brand authenticity are related in medical diagnostic and research laboratories. Research findings indicate that service quality and CSR directly and positively impact brand authenticity. In addition, CSR moderates the effect between service quality and brand authenticity. Managers can see corporate social responsibility as an intangible value that goes along with high-quality services and makes medical diagnostic and research laboratory services more authentic. [ABSTRACT FROM AUTHOR]

This study is a response to calls for a more comprehensive treatment of service operations management amid concerns over the prevalence of poor service quality. Building upon the ideas of total quality management as an ethos of continual learning and quality improvement, this study aims to elucidate different managerial mindsets towards service quality and the resulting impact on the organisational learning environment. Using a qualitative case study methodology of a sample of UK-based service organisations, the findings point to a trichotomy of managerial mindsets towards service quality each connected to different types of organisational learning. These include (i) outcome mindset with a focus on short-term learning, (ii) process mindset with a focus on intermittent learning, and (iii) process-outcome mindset with a focus on continuous learning. We suggest several propositions for further empirical testing and highlight practical implications of the findings. [ABSTRACT FROM AUTHOR]

Yogyakarta is one of the regions in Indonesia that has a fast-growing culinary industry. The growth in the number of restaurants present in Yogyakarta shows that the business sector has experienced growth. One of the food businesses that is taking part in feeling the tight competition today is the satay restaurants business. Satay is a traditional food that has a prominent level of popularity in Indonesia and even in the world. Yogyakarta already has the most variety of satay with a total of twenty-one types of satays and even every year it continues to grow. As a form of food business, this satay restaurant needs to have a competitive advantage to survive and win the business competition. One way to create a competitive advantage is to apply service quality, product quality, price, and innovation properly to satisfy customers. The study aims to decide the effect of service quality, product quality, price, and innovation on customer satisfaction at satay restaurants in Yogyakarta. The analytical method used in this study is Structural Equation Modeling (SEM) which was conducted with the help of SmartPLS software. The population in this study were all individual customers who had visited a satay restaurant in the province of Daerah Istimewa Yogyakarta with a total sample of 211 respondents. The result of the study shows that service quality, product quality, price, and innovation have a positive and significant impact on customer satisfaction at Satay restaurant in Yogyakarta. [ABSTRACT FROM AUTHOR]

Previous research on service quality in spectator sport has provided mixed results on its measurement and influence on spectators' outcomes. This study synthesises previous empirical research in a meta-analytic framework to provide a comprehensive understanding of service quality measurement, its effects on spectators' perceived value, satisfaction and behavioural intentions, while also exploring culture and sport setting as moderators. This meta-analysis is based on a comprehensive search of peer-reviewed articles. It integrates 121 effect sizes based on 139,796 participants from 121 independent studies that were examined through a meta-analytic structural equation model. The results indicated that the dimensions of functional and aesthetic quality had a moderate effect on perceived value and a small effect on both satisfaction and behavioural intentions. Core product quality showed a moderate influence on satisfaction but did not influence neither perceived value nor behavioural intentions. Both perceived value and satisfaction were significantly related to behavioural intentions. Culture and sport setting partially moderated the relationships between service quality and spectator outcomes (perceived value, satisfaction and behavioural intentions towards the teams). This meta-analysis aggregates a range of attributes derived from previous studies in a comprehensive model and provides a succinct overview of the differential role of service quality dimensions on spectators' perceived value, satisfaction and behavioural intentions. It offers a roadmap for planning service delivery in spectator sport that contributes to recalibrate future directions for research and practice. [ABSTRACT FROM AUTHOR]

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Copyright of Riwayat: Educational Journal of History & Humanities is the property of Riwayat: Educational Journal of History & Humanities and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

This paper seeks to demonstrate the impact of the gig economy on product quality in seemingly unrelated local industries through the labor market. Our empirical context is the quality of service for restaurants in the city of Austin, and we examine how they were impacted by the exogenous exit and reentry of rideshare platforms, Uber and Lyft, because of regulatory changes. We leverage these exogenous shocks and combine them with sentiment-analyzed data from Yelp reviews that capture how customers assess the quality of service at each restaurant. We show that, compared with control cities, customers in Austin become more negative about service quality when Uber and Lyft are present in the city. Additionally, we use rich data on employee turnover and wages to demonstrate that service staff turnover increases in Austin when Uber and Lyft are present compared with the control cities. We also conduct several additional studies and robustness checks that are all congruent with our hypothesis that Uber and Lyft lower the quality of service in Austin restaurants by raising their staff turnover. Together, these results suggest significant ramifications of the gig economy on the broader industries through the labor market. This paper was This paper was accepted by Matt Shum, marketing. Supplemental Material: The online appendix and data are available at https://doi.org/10.1287/mnsc.2022.4481. [ABSTRACT FROM AUTHOR]

Currently, internet-linked ride-sharing services are active in several Southeast Asian nations. This research aimed to investigate the impacts on consumer brand preference by examining the relationships between the variables of service quality, perceived value, and brand image. Crosssectional data was used, and a quantitative technique strategy was taken. Customers of online ridesharing service alliances in Southeast Asia were the subject of the unit analysis, which included 384 respondents from each of the following countries: Malaysia, Indonesia, Cambodia, Myanmar, the Philippines, Singapore, Thailand, and Vietnam. The representative offices of the ride-sharing businesses in the target nations were the distribution points for surveys used in the sampling method, which combined random sampling with purposive sampling. Path analysis was the method of data analysis employed. The results showed that perceptions of service quality, perceived value and brand reputation influenced brand choice simultaneously and significantly. [ABSTRACT FROM AUTHOR]

The purpose of the study: theoretical and analytical substantiation of factors affecting the level of quality management of services of railway transport enterprises in Ukraine. The article analyzes the main scientific works of domestic and foreign scientists regarding the determination of the factors affecting the level of service quality management of enterprises, including railway transport enterprises. This is especially acute during the period of hostilities taking place on the territory of Ukraine. Thus, during the period of hostilities, the number of transportation services increased, especially due to the evacuation of the population and free travel. That is why the development of the potential of transport enterprises, including railway ones, is of crucial importance. The dynamics of changes in the transportation of passengers and cargo by modes of transport are presented in the paper with railway transport as a priority. The category of concepts " product quality" and "quality of services" has been analyzed. The internal (production, socio-psychological, human, organizational) and external (political, economic, social, technological, ecological, cultural, medical-biological) factors that affect the quality of services have been singled out, as well as the factor that affects the level of service quality management of railway transport enterprises, which, according to the authors, includes: reliability, safety, sensitivity, competence, accessibility, sociability, understanding, materiality, as physical parameters of the service, trust, courtesy. An integral indicator of the quality management level of railway transport enterprises is proposed. It has been found that in the future the construction of an integral indicator of the level of service quality management of railway transport enterprises and the determination of its forecast values may form the basis of the development of the state regional development strategy and separately be important for the development plans of railway transport enterprises. [ABSTRACT FROM AUTHOR]

Business development in the digitalization era has an impact on in the business sector. At present time, business sector perceived the impact of intense competition. This competition requires entrepreneurs to act quickly and precisely at present dynamic business competition. Current study aims to determine the effect of product quality (ProQu), Price Suitability (PriSu) and Service quality (ServiQu) on purchasing decisions (PurchDe) at Kopi Tikum, South Jakarta. SEM is the method used to test the hypotheses proposed in the study. The results of this study indicates that ProQu, PriSu, and ServiQu have a positive and significant effect on purchasing decisions. Meanwhile, ProQu, PriSu, and ServiQu simultaneously have effect on PurchDe. Therefore, it is found that the purchase decision of the Kopi Tikum customer occur as the effect given by ProQu, PriSu, and ServiQu. In order to keep the business run, Kopi Tikum is recommended to leverage the product quality. The study may also provide new insight to the practical managerial that runs their business in the field of coffee shop. [ABSTRACT FROM AUTHOR]

This literature survey article discusses the impact of brand image and advertising on purchase intent and decision making with the aim of generating research hypotheses about the effects between variables that can be used in further research. The method of writing this literature review is a library research method derived from online media such as Google Scholar, Mendeley, and other online media. The results of this literature search are: 1) Brand image influences purchase intention. 2) Advertising influences purchase intent. 3) Brand image influences purchasing decisions. 4) Advertising influences purchasing decisions. 5) Purchase intent influences purchase decisions. It is hoped that future researchers will be able to add or study other variables that influence interest and purchase decisions, such as price, product quality, service quality, brand ambassadors, and trust. [ABSTRACT FROM AUTHOR]

Copyright of Commerce & Management Quarterly is the property of Chinese Association of Business & Management Technology and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

The aim of the paper is to determine the level of process maturity of producers and distributors of system heat and electricity in Poland, and then to formulate conclusions for the aforementioned sectors resulting from the study. The growing dynamics of market changes, digitalization, growing expectations and mobility of customers, all aforementioned factors challenge the businesses to unstiffen their structures and provide their customers with the highest quality of products and services. Thus, more and more businesses decide to implement some elements of process management, which is characterised by flexibility and a focus on delivering the highest quality to customers. Given the circumstances, that process approach to management is becoming more and more common and the interest in this concept is still growing. The author begins with validating the given choice of the dissertation’s topic and then presents the subject area of process maturity in the light of the source literature. This is followed by a discussion of the applied research method, including the choice of a research sample and the applied variety of tests used in the statistical analysis. Next, the results of the research were presented in detail, allowing to formulate concussions regarding the process maturity of producers and distributors of system heat and electricity in Poland and the correlation between the chosen features of organisations and the level of process maturity. [ABSTRACT FROM AUTHOR]

Digital competencies are those knowledge or skills that contribute to the cultural transformation and digitization of a company, allowing the safe use of all those tools and technology to streamline and improve the achievement of objectives. In the Public Company of Production and Strategic Development, of the State Technical University of Quevedo, insufficiencies are detected to visualize the products and services offered by the company, for which digital competencies are required to meet the demands of customers and the community. The bases and foundations of the research are determined, the digital skills system is designed and the strategy that allows training workers to raise the quality of their products and services. It is proved that the effectiveness of the training program mediated by information and learning technologies influences the development of digital competences. [ABSTRACT FROM AUTHOR]

Countless industries embrace the strategy of offering packages with units of a given good at different prices per unit, by analogy we can analyze the size of the package as the level of quality of the product or service. This quantity pricing policy is called second-degree price discrimination or nonlinear price discrimination. In this paper, the problem of optimal choice of the monopoly price-discriminating firm with two consumers is presented under general conditions and in a diagrammatic and analytical way for well behaved linear demands. [ABSTRACT FROM AUTHOR]

The pattern of consumer behavior after making a purchase determines brand loyalty. This behavior tends to be committed to a particular product or brand and will continue to make repeated purchases. Accordingly, brand loyalty is a crucial component in ensuring business continuity. With the use of customer satisfaction, this study seeks to examine the impact of product and service quality on brand loyalty. Using customer satisfaction, this study seeks to examine the effect of product and service quality on brand loyalty at Bakso Lapangan Tembak Restaurant, one of the leading eateries in Jakarta and its surroundings by providing questionnaire tools to a total of 261 customers. Data was analyzed using SEM PLS with the assistance of Smart PLS software. The findings demonstrated how brand loyalty is directly impacted by customer satisfaction and service quality. This is due to the fact that satisfied customers and high-quality services encourage repeat business, which ultimately boosts brand loyalty. The findings demonstrated how brand loyalty is directly impacted by customer satisfaction and service quality. This is due to the fact that satisfied customers and high-quality services encourage repeat business, which ultimately boosts brand loyalty. Evidently, product quality has no direct impact on brand loyalty, in contrast to service quality and consumer happiness. The relationship between the quality of the brand and the quality of the product might be mediated through customer satisfaction. [ABSTRACT FROM AUTHOR]

Copyright of Revista Técnica Energía is the property of Centro Nacional de Control de Energia CENACE and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Customer satisfaction is a key variable which enhances customers loyalty. Satisfied customers will remain loyal to the firm or brand and may even introduce friends and associates. However, customers that are dissatisfied and can discourage other people from patronising the brand or firm. Variables impacting customers satisfaction included are to price, brand, product quality, service quality. This research will evaluate the impact of price being one of the variables on customer satisfaction amongst corporate customers in banks. The research further investigates which economic sector is price critical to customer satisfaction. This is in recognition of the levels of heterogeneity amongst the different sectors of the economy. Survey of 300 corporate customers undertaken administering questionnaires out of which 254 questionnaires were analysed. Corporate customers randomly selected were in the Petrochemical, Manufacturing, Agriculture, Real Estate, Construction and Mining sector. The research revealed price is critical to customer satisfaction and increases brand loyalty. [ABSTRACT FROM AUTHOR]