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Examining the relationships between service quality, perceived value, customer satisfaction and purchase intentions: A marketing study of Bangkok's metropolitan rapid transit system, Thailand
(2017-01-01)
Chongsanguan, Prapat
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Trimetsoontorn, Jirasek
;
Fongsuwan, Wanno
Success of public transport service marketers is dependent on how they satisfy their customers by delivering value through quality services. To understand this phenomenon, this study aims to investigate the effect of relationships between service quality, customer satisfaction, perceived value and customer purchase intentions in Bangkok's metropolitan rapid transit (MRT) system. A convenience sampling technique was used to collect the data by distributing the questionnaires to the passengers at various MRT stations, out of which 400 passengers returned the questionnaires. Partial least squares method of structural equation modelling (PLS-SEM) was used to analyse the collected data, assess the model and test the hypotheses. All the hypotheses were proven, and the findings confirm that service quality significantly influences passengers' perceived value. Both perceived service quality and perceived value significantly influence customer satisfaction, and all of these significantly influence customers' purchase intentions.
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Hierarchical model of service quality and its effect on consumers- perceived image, satisfaction and behavioural intentions: A study of Bangkok's mass rapid transit systems, Thailand
(2016-01-01)
Chongsanguan, Prapat
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Trimetsoontorn, Jirasek
;
Fongsuwan, Wanno
Success of public transport service providers is dependent on how they satisfy their customers by delivering quality services. In order to understand this phenomenon, this study aims to investigate the effect of relationships between service quality, customers' perceived image, satisfaction and behavioural intentions in Bangkok's mass rapid transport (MRT) system. A convenience sampling technique was used to select the sample by distributing the questionnaires to the passengers at various MRT stations, out of which 400 passengers returned the questionnaires. The partial least squares method of structural equation modelling was used to analyse the collected data, assess the model and test the hypotheses. All the hypotheses were proven and the findings confirm that perceived service quality influences customers' perceived image, satisfaction and behavioural intentions significantly. Research implications and future research opportunities are also discussed.
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Thailand's provincial electricity authority (PEA): A structural equation model of factors determining customer satisfaction
(2015-01-01)
Choaknumkij, Karn
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Fongsuwan, Wanno
Under the Association of Southeast Asian Nations Economic Community Blueprint 2015, energy security was stated as a top priority. The 10 member community is projected to have a combined gross domestic product of US$ 1.9 trillion by 2020, making this economic block the eighth-largest economy worldwide. With the community's energy consumption rising at a projected 4.4% per year, Thailand with its 67 million people is a key player in both terms of power production, consumption and distribution and at the center of this is the Provisional Electricity Authority which has expanded electricity supply to 73 Thai provinces, covering 510,000 km<sup>2</sup> while servicing 99% of the country's total area and villages. Given the critical importance of the PEA to both Thailand and the region, the researchers undertook a study to examine the variables affecting this organization's capability to serve this vital regional sector. Examining both service quality and electronic customer management systems via structural equation modeling, the study determined that there was a direct effect on customer satisfaction by these factors in power generation and distribution within the Kingdom. Given the rising importance of global energy "Smart grid" systems, the study furthermore opened up this area as follow-on to the present research.
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Structural equation modelling of service quality and corporate image that affect customer satisfaction in private nursing homes in the Bangkok Metropolitan Region
(2015-01-01)
Satsanguan, Lanchakorn
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Fongsuwan, Wanno
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Trimetsoontorn, Jirasek
The reduction in the total fertility rate and the labour force age along with the rise in older persons' global share, caused increasing demand of older persons using long-term care. Nevertheless, some caregivers for older people in nursing homes had restrictions on their response to older persons' requirements and entrepreneurs could not adequately provide staffs for the demands of the elderly. This led to a decrease in customers' confidence in the service quality of nursing homes as the main problem of this study. This problem influenced both corporate image and customer satisfaction. The study researched and developed structural equation modelling of service quality and corporate image that affected customer satisfaction with private nursing homes in the Bangkok metropolitan region. Samples consisted of private nursing homes' service users who were 60 years old or above and their relatives for three months or more. The 219 samples were compiled from 20 private nursing homes in Bangkok, Nonthaburi and Bratum Thani provinces from April to October 2013. Exploratory factor analysis, confirmatory factor analysis and structural equation modelling were used for data analysis. The findings from data analysis indicated that there were significantly direct effects from service quality on customer satisfaction in private nursing homes. There was also a significant impact from service quality on corporate images of private nursing homes. However, there was no direct relationship found between the corporate images and customer satisfaction.
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A structural equation model of customer relationship management factors affecting customer retention of long-stay travelers in the thai tourism industry
(2015-01-01)
Tawinunt, K.
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Phimonsathienand, T.
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Fongsuwan, Wanno
Thailand today is projecting nearly 30 million tourist arrivals in 2014 with long-stay tourism a significant and growing component. This study is therefore concerned with the development of a structural equation model for investigating direct and indirect factors associated with customer relationship management and customer satisfaction and the impact on customer retention with long-stay residents and tourists in the domestic Thai travel industry. Data was collected from main tourist areas in from 220 long-staying foreigners. The research found that customer relationship management has a positive impact on customer satisfaction and if an organization has a management system that can respond to tourists needs, the end result will be higher customer loyalty and satisfaction, resulting in higher revenue and long-term profitability. Factors included customer perception of quality and value which had a direct and positive outcome on customer retention. The researchers hope the data will help determine market opportunity strategies while improving management skills while also reducing marketing and operational costs. Better understanding of the needs and buying habits contributes to management strategic planning which strengthens the standards giving the traveler a better feeling of satisfaction. If the consumer is impressed with the service quality, a strong foundation can be established helping with the retention of first-time travelers through word-of-mouth advertising and referrals. As such, Thailand tourism can effectively and efficiently become sustainable and grow its industry for both today and the distant future.
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Ensuring customer satisfaction through service quality and image management in the hospitality industry: A conceptual perspective
(2015-01-01)
Tamwatin, Utid
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Trimetsoontorn, Jirasek
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Fongsuwan, Wanno
Service quality and customer satisfaction have been studied a great deal within services marketing literature. Many measurement models of service quality have been presented mostly revolving around the SERVQUAL and Gronroos' (1984) technical and functional quality model. These models mostly discussed the functional attributes ignoring significance of service quality's technical attributes and image in developing customers' perceptions and satisfaction. Therefore, this paper presents a conceptual framework that is based on Gronroos' (1984) technical and functional model, where technical quality is assessed by Wu and Ko's (2013) dimensions and functional quality is assessed by the lodging quality index (LQI). The proposed framework focuses on the interrelationships between functional quality, technical quality, image, perceived service quality and customer satisfaction. Cue-utilisation theory is used as the theoretical base for this model. Suggestions for managers and researchers are also given on implementing the core concepts from the model.
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Investigating the effect of a hotel's physical environment on customers' pleasure, satisfaction, loyalty and behavioural intentions: A conceptual framework
(2015-01-01)
Suwanamas, Chayuth
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Trimetsoontorn, Jirasek
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Fongsuwan, Wanno
Customer experience is important for service providers in the hospitality and tourism industry. Research on customer experience broadly focuses on customer cognitions as an effect of customers' experiences and customers' experiences developed with the delivery of quality services. However, there is a lack of research considering a holistic view of customer experience considering emotions as a central element. Therefore, this paper aims to propose a framework to assess the influence of the physical environment on customers' pleasure, satisfaction, loyalty, and behavioural intentions. This framework will focus on atmospheric experiences of the visitors that affect their feelings and emotions at a luxury hotel and is based on Mehrabian and Russell's (1974) Stimulus Organism Response framework. The model is proposed to be tested across the hospitality and tourism industry by adopting a questionnaire based on literature review. Suggestions for managers and scholars are also given on implementing the core concepts of the model.
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The effect of perceived service quality on customer emotions, customer satisfaction and customer loyalty: A PLS-SEM approach towards a luxury hotel in Bangkok, Thailand
(2015-01-01)
Suwanamas, Chayuth
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Trimetsoontorn, Jirasek
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Fongsuwan, Wanno
Creating emotionally touching experiences using tangible and intangible cues is critical to attract, satisfy and retain customers. However, support for the effect of service quality on customer emotions, satisfaction and loyalty in Thai hotels is scant. Therefore, this study aims to propose and test a model that describes the relationships between perceived service quality, customer emotions, satisfaction and loyalty in a five-star hotel setting in Bangkok, Thailand. A self-selection sampling technique was used to select the sample by sending the questionnaires to the guests who stayed at the hotel, out of which 425 guests returned the completed questionnaires. Partial least squares (PLS)-based structural equation modelling (SEM) was used to analyse the collected data, assess the model and test the hypotheses. All the hypotheses were proven and our findings confirm that perceived service quality impacts customer emotions and customer satisfaction significantly and all of these jointly influence customer loyalty.
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The effect of tangible and intangible service quality on customer satisfaction and customer loyalty: A SEM approach towards a five-star hotel in Thailand
(2015-01-01)
Tamwatin, Utid
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Trimetsoontorn, Jirasek
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Fongsuwan, Wanno
Achieving success in the hospitality industry has been linked to customer loyalty and satisfaction through higher quality of services provided to the customers. However, support for the effect of tangible and intangible service quality on customer satisfaction and loyalty in Thai hotels is scant. Therefore, the aim of this paper is to investigate the effect of tangible and intangible service quality on customer satisfaction and customer loyalty in Siam Kempinski Hotel in Bangkok, Thailand. A self-selection sampling technique was used to select the sample by sending the questionnaires to the guests who stayed at the hotel, out of which 425 guests returned the completed questionnaires. Structural equation modelling (SEM) was used to analyse the collected data, assess the model and test the hypotheses. All the hypotheses were proven and the findings confirm that tangibles and intangible services influence customer satisfaction significantly and all of these jointly influence customer loyalty.
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Repurchase intention variables affecting outsourcing decisions by Thailand's kasikornbank PCL
(2014-01-01)
Chamchantra, Suthicha
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Fongsuwan, Wanno
The research objective was to determine patterns, relationships and the influence of user trust, service quality and customer satisfaction on the outsourcing and repeat purchase intention by Thailand's Kasikornbank PCL which in 2013 was Thailand's 2nd largest profitable commercial bank. Additionally, Thailand's National Electronics and Computer Technology Center (NECTEC) has reported that the financial and banking sector has the highest spending on computer services which is primarily focused on the outsourcing of core banking and service management systems. Research methodologies used within this study included both quantitative and qualitative research with quantitative analysis coming from surveys given to 340 Kasikornbank PCL participants using Partial Least Square (PLS), a form of structural equation modeling and qualitative input from questionnaires from 10 key corporate executives who determine policy utilizing the purposive sampling approach. The results showed that the attitudes and behavior of banks had a direct and immediate overall effect on outsourcing repurchases intention. This was a fact recognized by a hypothesis significance p≤0.05, with the results of qualitative research being consistent with the results of quantitative research. The findings of the study concluded that outsourcing is a service focused business and as such, outsourcing organizations need to build trust with bank employees while also building service user trust. This has increased researchers' understanding regarding the factors that affect the levels of information technology outsourcing and the study's framework can help practitioners optimize ITO practice for successful ITO outcomes. © 2014 Academic Journals Inc.

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