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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
;
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
;
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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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
;
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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Ensuring customer satisfaction through service quality and image management in the hospitality industry: A conceptual perspective
(2015-01-01)
Tamwatin, Utid
;
Trimetsoontorn, Jirasek
;
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
;
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
;
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
;
Trimetsoontorn, Jirasek
;
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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