The Role Of Service Quality In Affecting Customer Satisfaction: The Mediating Role Of Customer Value
DOI:
https://doi.org/10.30587/jurnalmanajerial.v10i02.5426Keywords:
Service, Quality, Customer, Value, Satisfaction, EmpathyAbstract
Background – In service sector, there is always a possibility for customers to selectively choose their desired service that will meet their satisfaction. Organizations are thus required to identify the factors that determine customer satisfaction.
Aim – This study aims to investigate the mediating effect of customer value on the relationship between service quality and customer satisfaction at the library of Widyatama University, Bandung, Indonesia.
Design/ Methodology/ Approach – Using quantitative approach, this study distributed 800 questionnaires to respondents, and receive 713 questionnaires that can be used for further analysis. The data analysis is carried out using structural equation modeling (SEM) with AMOS.
Findings – This study shows that customer value has no effect on satisfaction, meaning that customer value does not play a role in mediating the relationship between service quality and satisfaction. Only two variables based on dimensions of Service Quality Analysis (SERVQUAL) have an effect on other variables, namely assurance and empathy.
Conclusion - Customer value and satisfaction for library users at Widyatama University are two different things that have no relationship or connection at all. The service quality variable that affects customer value is assurance, while the variable that affects satisfaction is empathy.
Research implication – There are two things that must be considered by the library manager, namely the assurance perceived by library users, and the empathy that the library’s managers and staff must have, especially as the providers of library service.
Limitations – This research was only conducted in one university library, so the results about the condition of the library or services cannot be generalized. It also only utilizes the two-dimensional model of SERVQUAL, thus future research are required to address and develop this topic.
References
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Cheng, E. W. (2001). SEM being more effective than multiple regression in parsimonious testing model for management development reserach. Journal of Management Development , 20, 7 , 650-667.
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Duarte, P., & Amaro, S. (2018). Methods for modelling reflective-formative second order constructs in PLS: An application to online travel shopping. Journal of Hospitality and and Toursime Technology.
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Ha, J., & Jang, S. (. (2010). Perceived values, satisfaction, and behavioral intentions: The role of familiarity in Korean Restaurants. International Journal of Hospitality Management 29, 2-13.
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Holma, A.-M. (2014). Adaptation in Business Contexts:. Deep Knowledge of B2B Relationships Within and, 119-291.
Jahanzeb, S., Fatima, T., & Mohsin Butt, M. (2013). How service quality influences brand equity: The dual mediating role of perceived value and corporate credibility. International Journal of Bank Marketing Vol. 34 No. 11/12, 126-141.
Kang, G.-D. (2006). The hierarchical structure of service quality: integration of technical and functional quality. Managing Service Quality: An International Journal, Vol. 16 Iss 1, 37 - 50.
Kotler, P., & and Keller, K. L. (2012). Marketing Management. Pearson Education.
Kumar, M., Sujit, K. S., & Charles, V. (2018). Deriving managerial implications through SERVQUAL gap elasticity in UAE banking. International Journal of Quality & Reliability Management.
Lee, S. Y. (2019). The Effects of Customers’ Perceived Values on Intention to purchase Upcycled Products. Sustainability 11, 1034, 1-20.
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Mittal, S., Gera, R., & Batra, D. K. (2015). An evaluation of an integrated perspective of perceived service quality for retail banking services in India. International Journal of Bank Marketing, Vol. 33 Iss 3, 330 - 350.
Mittal, S., Gera, R., & Batra, D. K. (2015). An evaluation of an integrated perspective of perceived service quality for retail banking services in India. International Journal of Bank Marketing Vol.33, No.3, 330-350.
Nunkoo, R., Teeroovengadum, V., Thomas, P., & Leonard, L. (2017). Integrating service quality as a second-order factor in a customer satisfaction and loyalty model. International Journal of Contemporary Hospitality Management, 29 (12), 2978-3005.
Octavian, D., Nicoleta, D., & Ionel, B. (2022). Determinants of e-commerce satisfaction: a comparative study between Romania and Moldova. Kybernetes, 1-17.
Oh, H., & Kim, K. ( 2017). Customer satisfaction, service quality, and customer value: years 2000-2015. International Journal of Contemporary Hospitality Management Vol. 29 No. 1,, 2-29.
Oliver, R. (1993). Cognitive, Affective, and Attribute Bases of the Satisfaction Response. Journal of Customer Research, Vol.20, December, 418-430.
Parasuraman, A., Zeithaml, V. A., & Berry, a. L. (1988). SERVQUAL: A Multiple-Item scale for measuring customer perceptions of service quality. Journal of retailing Vol.64, No.1, Spring, 12-40.
Parker, C., & Mathews, B. P. (2001). Customer Satisfaction: Contrasting academic and customers' interpretations. Marketing Intelligence & Planning 19/1, 38-44.
Pors, N. O. (2010). Citizen services and public libraries: an analysis of a new service in Danish public libraries. New Library World, 263-272.
Preko, A., Agbaru, S. K., & Feglo, M. (2014). Service Delivery, Customer Satisfaction and Customer Delight in. European Journal of Business and Management, 71-83.
Rakhmat, J. (2004). Metode Penelitian Komunikasi, dilengkapi contoh analisis statistik. Bandung: P.T. Remaja Rosdakarya.
Rokeach, M. J. (1973). The Nature of Human Values. New York: The Free Press.
Sekaran, U. a. (2003). Research Methods for Business: A Skill Building Approach. New York: Willey Publisher.
Shahriari, M., & al, e. (2012). Perceived ethical values by Iranian Nurses. Nursing Ethics 19 (1), 30-44.
Sihombing, S. O. (2014). Identifying Current Va;lues of Indonesian Youth. The 9th International Conference on Business and Management Research. Kyoto: Kyoto University, Japan.
Sihombing, S. O., Pramono, R., Zulganef, Z., & Ismanto, I. (2016). INSTRUMENTAL AND TERMINAL VALUES OF INDONESIAN MICRO-FINANCE ENTREPRENEURS: A PRELIMINARY REPORT. IJER © Serials Publications 13(3), 841-853.
Singh, A. K. (1986). Tests Measurements and Research Methods in Behavioural Science. New Delhi: Tata McGraw-Hill Publishing Company Limited.
Spreng, R. A., & Olshavsky, R. W. (1993). A Desire Congruency Model of Customer Satisfaction . ” Journal of the Academy of Marketing Science, Vol 21, No.3, 169-177.
Vaz, A., & Mansori, S. (2013). Malaysian Private Education Quality: Application of SERVQUAL Model. International Education Studies; Vol. 6, No. 4;, 164-170.
Yang, Z., & Peterson, R. T. (2004). Customer Perceived Value, Satisfaction, and Loyalty: the role of switching cost. Psychology & Marketing, Vol. 21(10):799–822, October, 799-822.
Yilmaz, V., Ari, E., & Gürbüz, H. (2018). Investigating the relationship between service quality dimensions, customer satisfaction and loyalty in Turkish banking sector: an application of structural equation model. International Journal of Bank Marketing.
Zeithaml, V. A., Parasuraman, A., & Berry, L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press.
Zhang, M., & al, e. (2021). Trust in social media brands and perceived media values: A survey study in China. Computers in Human Behavior, 127, 107024.
Amin, M., & Isra, Z. (2008). An examination of the relationship between service quality perception and customer satisfaction: A SEM approach towards Malaysia Islamic Banking. International Journal of Islamic and Middle Eastern Finance and Management, Vol.1, No.3, pp. 191-209.
Anderson, J. C., & Gerbing, D. W. (1988). Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach. Psychological Bulletin Vol. 103, No. 3, 411-423.
Andrea E. Berndt, P., & Priscilla C. Williams, B. R. (2013). Hierarchical Regression and Structural Equation Modeling : Two Useful Analyses for Life Course Research. Fam Community Health Vol. 36, No. 1, , pp. 4–18.
Caruana, A., Money, A. H., & Berton, P. R. (2000). Service quality and satisfaction - the moderating role of value. European Journal of Marketing, 34,11/12, pp. 1338-1352.
Chau, P. Y. (1997). Reexamining a Model for Evaluating Information Center Success Using a Structural Equation Modeling Approach. Decision Sciences Volume 28, Number 2, Spring, 309-334.
Cheng, E. W. (2001). SEM being more effective than multiple regression in parsimonious testing model for management development reserach. Journal of Management Development , 20, 7 , 650-667.
Cronin, J. J., Bady, M. K., & Hult, G. T. (2000). Assessing the Effects of Quality, Value, and Customer Satisfaction on Customer Behavioral Intentions in Service Environments. Journal of Retailing, Volume 76(2), ISSN: 0022-4359, 193-218.
Curuana, A., Money, A. H., & Berthon, P. R. (2000). Service Quality and Satisfaction - the moderating role of value. European Journal of Marketing, Vol. 34 No. 11/12, 1338 - 1352.
Duarte, P., & Amaro, S. (2018). Methods for modelling reflective-formative second order constructs in PLS: An application to online travel shopping. Journal of Hospitality and and Toursime Technology.
Gronroos, C. (. (1984). A Service Quality Model and Its Marketing Implications. European Journal of Marketing, Vol 18, No.4, 36-44.
Ha, J., & Jang, S. (. (2010). Perceived values, satisfaction, and behavioral intentions: The role of familiarity in Korean Restaurants. International Journal of Hospitality Management 29, 2-13.
Hair, J. F., Tatham, R. L., & Black, W. C. (2013). Multivariate Data Analysis with Readings. London: Prentice-Hall International, Inc.
Holma, A.-M. (2014). Adaptation in Business Contexts:. Deep Knowledge of B2B Relationships Within and, 119-291.
Jahanzeb, S., Fatima, T., & Mohsin Butt, M. (2013). How service quality influences brand equity: The dual mediating role of perceived value and corporate credibility. International Journal of Bank Marketing Vol. 34 No. 11/12, 126-141.
Kang, G.-D. (2006). The hierarchical structure of service quality: integration of technical and functional quality. Managing Service Quality: An International Journal, Vol. 16 Iss 1, 37 - 50.
Kotler, P., & and Keller, K. L. (2012). Marketing Management. Pearson Education.
Kumar, M., Sujit, K. S., & Charles, V. (2018). Deriving managerial implications through SERVQUAL gap elasticity in UAE banking. International Journal of Quality & Reliability Management.
Lee, S. Y. (2019). The Effects of Customers’ Perceived Values on Intention to purchase Upcycled Products. Sustainability 11, 1034, 1-20.
Levenson, R. W., & Ruef, A. M. (1992). Empathy: A Physiological Substrate . Journal of Personality and Social Psychology, Vol. 63, No.2, 234-246.
Mittal, S., Gera, R., & Batra, D. K. (2015). An evaluation of an integrated perspective of perceived service quality for retail banking services in India. International Journal of Bank Marketing, Vol. 33 Iss 3, 330 - 350.
Mittal, S., Gera, R., & Batra, D. K. (2015). An evaluation of an integrated perspective of perceived service quality for retail banking services in India. International Journal of Bank Marketing Vol.33, No.3, 330-350.
Nunkoo, R., Teeroovengadum, V., Thomas, P., & Leonard, L. (2017). Integrating service quality as a second-order factor in a customer satisfaction and loyalty model. International Journal of Contemporary Hospitality Management, 29 (12), 2978-3005.
Octavian, D., Nicoleta, D., & Ionel, B. (2022). Determinants of e-commerce satisfaction: a comparative study between Romania and Moldova. Kybernetes, 1-17.
Oh, H., & Kim, K. ( 2017). Customer satisfaction, service quality, and customer value: years 2000-2015. International Journal of Contemporary Hospitality Management Vol. 29 No. 1,, 2-29.
Oliver, R. (1993). Cognitive, Affective, and Attribute Bases of the Satisfaction Response. Journal of Customer Research, Vol.20, December, 418-430.
Parasuraman, A., Zeithaml, V. A., & Berry, a. L. (1988). SERVQUAL: A Multiple-Item scale for measuring customer perceptions of service quality. Journal of retailing Vol.64, No.1, Spring, 12-40.
Parker, C., & Mathews, B. P. (2001). Customer Satisfaction: Contrasting academic and customers' interpretations. Marketing Intelligence & Planning 19/1, 38-44.
Pors, N. O. (2010). Citizen services and public libraries: an analysis of a new service in Danish public libraries. New Library World, 263-272.
Preko, A., Agbaru, S. K., & Feglo, M. (2014). Service Delivery, Customer Satisfaction and Customer Delight in. European Journal of Business and Management, 71-83.
Rakhmat, J. (2004). Metode Penelitian Komunikasi, dilengkapi contoh analisis statistik. Bandung: P.T. Remaja Rosdakarya.
Rokeach, M. J. (1973). The Nature of Human Values. New York: The Free Press.
Sekaran, U. a. (2003). Research Methods for Business: A Skill Building Approach. New York: Willey Publisher.
Shahriari, M., & al, e. (2012). Perceived ethical values by Iranian Nurses. Nursing Ethics 19 (1), 30-44.
Sihombing, S. O. (2014). Identifying Current Va;lues of Indonesian Youth. The 9th International Conference on Business and Management Research. Kyoto: Kyoto University, Japan.
Sihombing, S. O., Pramono, R., Zulganef, Z., & Ismanto, I. (2016). INSTRUMENTAL AND TERMINAL VALUES OF INDONESIAN MICRO-FINANCE ENTREPRENEURS: A PRELIMINARY REPORT. IJER © Serials Publications 13(3), 841-853.
Singh, A. K. (1986). Tests Measurements and Research Methods in Behavioural Science. New Delhi: Tata McGraw-Hill Publishing Company Limited.
Spreng, R. A., & Olshavsky, R. W. (1993). A Desire Congruency Model of Customer Satisfaction . ” Journal of the Academy of Marketing Science, Vol 21, No.3, 169-177.
Vaz, A., & Mansori, S. (2013). Malaysian Private Education Quality: Application of SERVQUAL Model. International Education Studies; Vol. 6, No. 4;, 164-170.
Yang, Z., & Peterson, R. T. (2004). Customer Perceived Value, Satisfaction, and Loyalty: the role of switching cost. Psychology & Marketing, Vol. 21(10):799–822, October, 799-822.
Yilmaz, V., Ari, E., & Gürbüz, H. (2018). Investigating the relationship between service quality dimensions, customer satisfaction and loyalty in Turkish banking sector: an application of structural equation model. International Journal of Bank Marketing.
Zeithaml, V. A., Parasuraman, A., & Berry, L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press.
Zhang, M., & al, e. (2021). Trust in social media brands and perceived media values: A survey study in China. Computers in Human Behavior, 127, 107024.
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Published
2023-06-12
How to Cite
Zulganef, Z., & Hodijah, C. (2023). The Role Of Service Quality In Affecting Customer Satisfaction: The Mediating Role Of Customer Value. Jurnal Manajerial, 10(02), 360–376. https://doi.org/10.30587/jurnalmanajerial.v10i02.5426
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P-ISSN: 2354-8592 __ E-ISSN: 2621-5055 
