Relacje między postrzeganą jakością usług i satysfakcją klientów supermarketów

• Autorzy: Grzegorz Biesok , Jolanta Wyród-Wróbel

Warianty tytułu

The Relationship between Perceived Service Quality and Supermarkets' Customers Satisfaction

• Języki publikacji: PL

Abstrakty

Celem artykułu jest pokazanie relacji między oczekiwaniami, postrzeganą jakością i satysfakcją klientów supermarketów. W tym celu wykorzystano badania ankietowe oraz metodologię modelowania strukturalnego (SEM) z użyciem metody cząstkowych najmniejszych kwadratów (PLS). Wyniki pokazały istotny związek między postrzeganą jakością usług a satysfakcją oraz to, że częstość dokonywania zakupów i prowadzenie gospodarstwa domowego mają istotny wpływ moderacyjny na relacje w przyjętym modelu. Nie potwierdzono natomiast bezpośredniego wpływu oczekiwań na satysfakcję respondentów. Struktura artykułu obejmuje omówienie relacji postrzeganej jakości i satysfakcji klienta, przedstawienie przyjętej metodologii, wykorzystanych danych oraz postaci uzyskanych modeli. Całość zamykają wnioski. (abstrakt oryginalny)

EN

The purpose of this paper is to show the relationship between expectations, perceived quality and satisfaction of supermarkets' customers. For this purpose, the authors used a survey and structural equations modelling (SEM) based on partial least squares (PLS) method. The results showed a significant relationship between the perceived quality and satisfaction, and the fact that the frequency of shopping and running a household have a significant moderating effect on the relationships in the adopted model. However, the direct impact of expectations on the respondents' satisfaction was not confirmed. The article structure includes a discussion on the relationship between perceived quality and customer satisfaction, the presentation of the adopted methodology, the data used, modelling effects obtained and conclusions. (original abstract)

Słowa kluczowe

PL

Badania konsumenckie; Satysfakcja klienta; Oczekiwania klientów; Jakość usług

EN

Consumer research; Customer satisfaction; Customer expectations; Quality of services

• Czasopismo: Problemy Jakości
• Rocznik: 2018
• Numer: nr 5
• Strony: 27--32

Twórcy

autor

Grzegorz Biesok

• Akademia Techniczno-Humanistyczna w Bielsku-Białej

autor

Jolanta Wyród-Wróbel

• Akademia Techniczno-Humanistyczna w Bielsku-Białej

Bibliografia

• Aaker David A. 1991. "Managing brand equity: capitalizing on value of a brand name". New York: The Free Press.
• Abdelsalam Adam Hamid, Siddig Balal Ibrahim, Abdel-monim Shawgi Seesy, Abdel Hafiez AH Hasaballah. 2015. "Interaction effect of perceived service quality and brand image on customer satisfaction". Asian Journal of Management Sciences 03(10): 1-8.
• Anderson Eugene W., Mary W. Sullivan. 1993. "The antecedents and consequences of customer satisfaction for firms". Marketing Science 12(2): 125-143.
• Armstrong Gary, Philip Kotler. 2003. Marketing: an introduction. 6th Edn. New Jersey: Pearson Prentice Hall.
• Asshidin Nor Hazlin Nor, Nurazariah Abidin, Hafizzah Bashira Borhan. 2016. "Perceived quality and emotional value that influence consumer's purchase intention towards American and local products". Procedia Economics and Finance 35: 639-643.
• Bayol Marie-Paule, Anne Foye, Carole Tellier, Michel Tenen-haus. 2000. "Use of PLS path modelling to estimate the European Consumer Satisfaction Index (ECSI) model". Statistica Applicata 12 (3): 361-375.
• Biesok Grzegorz, Jolanta Wyród-Wróbel. 2016. Modele satysfakcji klienta. Warszawa: Difin.
• Brilman Jean. 2002. Nowoczesne koncepcje i metody zarządzania. Warszawa: PWE.
• Chen Ching-Fu, Fu-Shian Chen. 2010. "Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists". Tourism Management 31 (1): 29-35.
• Chiu Shao-I, Ching-Chan Cheng, Tieh-Min Yen, Hsiu-Yuan Hu. 2011. "Preliminary research on customer satisfaction models in Taiwan: A case study from the automobile industry". Expert Systems with Applications 38: 9780-9787.
• Choy Johnn Yee, Ng Cheng San. 2011. "Consumers' perceived quality, perceived value and perceived risk towards purchase decision on automobile". American Journal of Economics and Business Administration 3 (1): 47-57.
• Cohen Jacob. 1988. Statistical power analysis for the behavioral sciences (wyd. 2). Hillsdale (NJ): Lawrence Erlbaum Associates.
• Cole Gerald. A. 1994. Strategic Management: theory and practice. London: DP Publications.
• Darsono Licen Indahwati, C. Marliana Junaedi. 2006. "An examination of perceived quality, satisfaction, and loyalty relationship. Applicability of comparative and noncomparative evaluation". Gadjah Mada International Journal of Business 8 (3): 323-342.
• Davis Mark M., Nicholas J. Aquilano, Richard B. Chase. 2003. Fundamentals of Operations Management. 4th Edn. Boston: McGrawHill/Irwin.
• Fornell Claes, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, Barbara Everitt Bryant. 1996. "The American Customer Satisfaction Index: Nature, purpose and findings". Journal of Marketing 60: 7-18.
• Gronroos Christian. 1982. Strategic management and marketing in the service sector. London: Chartwell Bratt.
• Gumussoy Cigdem Altin, Berkehan Koseoglu. 2016. "The effects of service quality, perceived value and price fairness on hotel customers' satisfaction and loyalty". Journal of Economics, Business and Management 4(9): 523-527.
• Hallak Rob, Guy Assaker, Rania El-Haddad. 2017. "Re-examining the relationships among perceived quality, value, satisfaction, and destination loyalty: a higher-order structural model". Journal of vacation marketing. Online: 1-18, https://doi.org/10.1177/1356766717690572
• Hamrol Adam. 2008. Zarządzanie Jakością z przykładami. Wyd. 2. Warszawa: Wydawnictwo Naukowe PWN.
• Karaszewski Robert. 2006. Nowoczesne koncepcje zarządzania jakością. Toruń: Towarzystwo Naukowe Organizacji i Kierownictwa "Dom Organizatora".
• Kumar V. 2010. Zarządzanie wartością klienta. Warszawa: Wydawnictwo Naukowe PWN.
• Omar Ogenyi, Sudaporn Sawmong. 2007. "Customer satisfaction and loyalty to British supermarkets". Journal of Food Products Marketing 13(2): 19-32.
• Pileliene Lina, Nuno Almeida, Viktorija Grigaliunaite. 2016. "Customer satisfaction in catering industry: Contrasts between Lithuania and Portugal". Tourism & Management Studies 12(1): 53-59.
• Pileliene Lina, Viktorija Grigaliunaite. 2013. "Determination of customer satisfaction with supermarkets in Lithuania". Management of Organizations: Systematic Research (Organizaciju Vadyba: Sisteminiai Tyrmai) 66: 99-114.
• Ranjbarian Bahram, AH Sanayei, Majid Rashid Kaboli and Alireza Hadadian. 2012. "An analysis of brand image, perceived quality, customer satisfaction and re-purchase intention in Iranian department stores". International Journal of Business and Management 7(6): 40-48.
• Seth Nitin, S.G. Deshmukh, Prem Vrat. 2005. "Service quality models: a review". International Journal of Quality & Reliability Management 22(9): 913-49.
• Shao-Chang Li. 2013. "Exploring the relationships among service quality, customer loyalty and word-of-mouth for private higher education in Taiwan. Asia Pacific Management Review 18(4): 375-389.
• Szymański David M., David. H. Henard. 2001. "Customer satisfaction: A meta analysis of the empirical evidence". Journal of the Academy of Marketing Science 29 (1): 16-35.
• Tabaku Elvira, Evis Kushi. 2013. "Service Quality, Customer Satisfaction, Perceived Value and Brand Loyalty: A Critical Review of the Literature". Academic Journal of Interdisciplinary Studies MCSER Publishing-Rome, Italy 2(9): 223-228.
• Tsiotsou Rodoula. 2006. "The role of perceived product quality and overall satisfaction on purchase intentions". The International Journal of Consumer Studies and the 2008 UK. Research Assessment Exercise 30(2): 207-217.
• Ullah Atif, Muhammad Raza, Sunil Chander. 2016. "Effect of perceived quality of service on customer loyalty: a case of pearl continental hotel services". City University Research Journal 06(01): 81-100.
• Urbanek Grzegorz. 2002. Zarządzanie marką. Warszawa: Polskie Wyd. Ekonomiczne.
• Vo Thuy T. N.. Chi Т. K. Nguyen. 2015. "Factors influencing customer perceived quality and purchase intention toward private labels in the Vietnam market: The moderating effects of store image". International Journal of Marketing Studies 7(4): 51-63.
• Zeithaml Valarie A. 1988. "Consumer perceptions of price, quality and value: A means - end model and synthesis of evidence". Journal of Marketing 52(3): 2-22.

Identyfikatory

DOI

10.15199/48.2018.5.5