- An Exploratory Research in Japanese Airline Service and Hair Salon Service
by : Kaede Takahashi
Abstract
The present study explores the dominant dimensions of service quality (SQ) and the interrelationship among service quality (SQ), customer satisfaction (SAT) and behavioral intention (BI) in two different service categories (service factory and professional service) in Japan. A customer survey was conducted to examine moderation hypotheses, which was analyzed by factor analysis and covariance structure analysis. The results show that the dominant dimensions of SQ are different in the two service categories. However, although there are positive effects both in SQ BI and SQ SAT BI, the indirect effect through SAT seemed more significant than the direct effect, regardless the difference between service categories.
Keyword : Japan, Service quality, Customer satisfaction, Behavioral intentions, Factor analysis
Introduction
Most countries can be defined as “service economies”, because the contribution of the service sector to GDP is considerably greater than that manufacturing and agriculture combined.
Japan is the country that seems to lag behind the rest of the highly industrialized countries in both service industry contributions to GDP and the share of the workforce employed in the service sector (Patrik STROM, 2005). According to the date of Japanese Statistic Bureau (2006), the rate of employment in service industry increased 9.6% compared with other industries.
In both their general background and tendency, more and more researchers seem to become interested in service marketing and relationship marketing. In recent years, not only in academic world, relationship marketing has moved beyond the sphere of academia to be used to positively in the industrial world (Minami. C, 2006). However, many service managers have found that merely increasing service quality is not sufficient to induce high customer satisfaction and/or repurchase behavior (Michael K. Brady, et al, 2006). Therefore, the mechanism surrounding service quality, satisfaction and behavioral intention appears to interest both researchers and service managers. . . . . . .
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Artikel lengkap dikompilasi oleh/hubungi :
Keyword : Japan, Service quality, Customer satisfaction, Behavioral intentions, Factor analysis
Introduction
Most countries can be defined as “service economies”, because the contribution of the service sector to GDP is considerably greater than that manufacturing and agriculture combined.
Japan is the country that seems to lag behind the rest of the highly industrialized countries in both service industry contributions to GDP and the share of the workforce employed in the service sector (Patrik STROM, 2005). According to the date of Japanese Statistic Bureau (2006), the rate of employment in service industry increased 9.6% compared with other industries.
In both their general background and tendency, more and more researchers seem to become interested in service marketing and relationship marketing. In recent years, not only in academic world, relationship marketing has moved beyond the sphere of academia to be used to positively in the industrial world (Minami. C, 2006). However, many service managers have found that merely increasing service quality is not sufficient to induce high customer satisfaction and/or repurchase behavior (Michael K. Brady, et al, 2006). Therefore, the mechanism surrounding service quality, satisfaction and behavioral intention appears to interest both researchers and service managers. . . . . . .
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Artikel lengkap dikompilasi oleh/hubungi :
Kanaidi, SE., M.Si (Penulis, Peneliti, PeBisnis, Trainer dan Dosen Marketing Management).
e-mail ke : kana_ati@yahoo.com atau kanaidi@poltekpos.ac.id
Butuh Artikel/Jurnal lainnya ?, click di :
- Jurnal Business & Marketing
- Jurnal Manajemen Sdm
- Daftar-Judul-Hasil-PENELITIAN-Relevan
- Jurnal Kualitas Jasa (Servqual)
- Jurnal Loyalitas Pelanggan (Loyalty)
- Jurnal Corporate Image
