1. A Framework for adopting a sustainable reverse logistics service quality for reverse logistics service providers : a systematic literature reviewAhmed Dabees, Mahmoud Barakat, Sahar Sobhy El Barky, Andrej Lisec, 2023, review article Abstract: Reverse logistics has become a competitive need for sustainability. Lack of resources to apply reverse logistics solutions has severely impacted many supply chains’ costs and customer service, making it impossible to meet the expectations of return processing. In those conditions, client demands for higher service quality are the main drivers of effective sustainability operations. This study aims to establish the sustainable reverse logistics service quality (SRLSQ) theoretical framework offered by reverse logistics services providers (RLSPs). The study conducts a systematic methodology protocol by examining reliable academic periodicals using PRISMA guidelines based on the research scope and identified 56 papers from 2011–2022, with the main research focus on SSQ and RLSQ dimensions to develop a research framework. By re-evaluating those factors using the SRLSQ framework and by including sustainability into the service quality approach, this study expanded the practicability of reverse logistic service quality and sustainable service quality. The results point to a knowledge gap when it comes to quantifying the impact of reverse logistics operation process through a triple bottom line approach on customer outcomes, relationship quality (RQ), and mediation of operation risk factor, which could be examined within various contexts in subsequent work.
Keywords: sustainability, reverse logistics, sustainable reverse logistics service quality, customer satisfaction, operational risk
Published in DKUM: 09.04.2024; Views: 204; Downloads: 6
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2. The development of e-banking services quality measurement instrument : MPQe-BSDomen Malc, Jasmina Dlačić, Aleksandra Pisnik, Borut Milfelner, 2023, original scientific article Abstract: Perceived service quality is a well-researched concept in the marketing literature. Several measurement scales have been proposed, including for banking services, but most apply to the physical service environment. On the other hand, there is a lack of instruments available to measure the quality of banking services in a digital environment. Nowadays, especially pushed by the COVID-19 situation and sustainable development goals promoted by the United Nations, digitalization of services is a new normal. It is often perceived as a green banking practice and a prerequisite to contribute to the SDGs and environment per se. The purpose of this paper is to develop and validate a perceived quality scale of e-banking services. The proposed measurement model was tested on a convenience sample of 335 respondents from Slovenia and Croatia via web-based questionnaires. Content validity, construct validity, dimensionality, and discriminant validity were assessed with EFA and CFA. The results prove that the instrument is appropriate for measuring the perceived quality of e-banking services. It measures six dimensions: efficiency, availability, contact, design, security, and fulfillment. Additional group analysis shows that the scale applies to different cultural contexts. The main limitation of the research is that the instrument measures only the perceived quality of e-banking services provided through online channels. The main theoretical and managerial implications are also discussed.
Keywords: perceived quality, customer satisfaction, e-banking
Published in DKUM: 16.02.2024; Views: 399; Downloads: 25
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3. Investigating the impact of supply chain management practices on customer satisfaction through flexibility and technology adoption : empirical evidenceNourhan Ahmed Saad, Sara El Gazzar, Sonja Mlaker Kač, 2024, original scientific article Abstract: The aim of this research is to empirically investigate the influence of supply chain management practices (SCMPs) on customer satisfaction through the mediating rolesof flexibility and technology adoption. A questionnaire was used to collect data from organizational consumers in the Egyptian context, in which hypotheses were analyzed through covariance-based structural equation modeling for 1009 usable questionnaires. The findings revealed the positive relationship between SCMPs and flexibility, technology adoption, and customer satisfaction. Moreover, it revealed the positive relationship between technology adoption and customer satisfaction, however, the direct impact of flexibility on customer satisfaction is not significant. Empirical evidence also illustrated that technology adoption can significantly mediate the relationship between SCMPs and customer satisfaction.
Keywords: customer satisfaction, Egypt, flexibility, micro, small and medium-sized enterprises, supply chainmanagement practices, technology adoption
Published in DKUM: 15.12.2023; Views: 106; Downloads: 18
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4. The importance of educational service quality for customer satisfaction and organizational reputationMarjeta Ramovš, Borut Milfelner, 2023, original scientific article Abstract: This paper aims to enhance the understanding of the concepts of service
quality, customer satisfaction with service, and organizational reputation in
the context of educational services. The conceptual framework for testing
the relationship between the three constructs was developed and tested
on a sample of 97 educational service users. The results showed no significant
difference between perceived and expected service quality. However,
a positive relationship was found between customer satisfaction and three
subconstructs of perceived service quality. Also, a significant positive correlation
between organizational reputation and three latent variables of
perceived service quality and a positive relationship between satisfaction
and organizational reputation.
Keywords: customer satisfaction, organizational reputation, service delivery, perceived service quality, educational service quality
Published in DKUM: 05.09.2023; Views: 277; Downloads: 12
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5. Organisational effectiveness and customer satisfactionMilan Ambrož, Martina Praprotnik, 2008, original scientific article Abstract: This paper presents a test of the relationship between organizational culture as a crucial indicator of organizational effectiveness and customer satisfaction using service-unit data from two health resorts. Ensuring survival of the service organisation in the long run requires adaptations which are oriented towards achieving maximum customer satisfaction. This study intended to unveil the effect organisational factors have on customer service orientation from the customer and employee point of view within a two health resort service setting. The finding suggests that when trying to predict the comparative degree which organisational effectiveness factors have in satisfying customers' needs, performance, adaptability and mission can be of the highest importance. Some effects like performance were uniform for employees and customers, while others varied depending on the organisation and the customer or employee group. Furthermore, findings suggest that service performance and organisation mission of the service organisation predict customer satisfaction based on established and proven health services. In this context there is no room for innovation, despite the fact that employees and customers do not share similar views about the impact of organisational effectiveness. Developing an effective service organisation can provide a competitive advantage to the organisation. Critical for the success of the service organisation is that organisational agents have a clear view of the existing organisation effectiveness and a clear view of the customer expectations in this area.
Keywords: organisational effectiveness, customer satisfaction, customer complexity, service orientation, survival, adaptability
Published in DKUM: 04.12.2017; Views: 1638; Downloads: 449
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6. Customer satisfaction and acceptance of relationship marketing concept : an exploratory study in QM certified Serbian companiesDragan Ćoćkalo, Dejan Đorđević, Zvonko Sajfert, 2011, original scientific article Abstract: Satisfying customers and other groups of interest is the key output of relationship marketing. This paper presents the parts of the research that had been carried out by the first quarter of 2008 which included 84 quality management (QM) certified companies and 37 experts from Republic of Serbia. The goals of the research, related to this article, were: firstly, to explain customer satisfaction from the standpoint of relationship marketing concept; secondly, to show that relationship marketing concept is/can be accepted and implemented in QM certified Serbian companies - in order to integrate customer satisfaction and realionship marketing in QM concept.
Keywords: the process of customer satisfaction, QM, RM, Serbia
Published in DKUM: 29.11.2017; Views: 1136; Downloads: 170
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7. Asymmetric and nonlinear impact of attribute-level performance on overall customer satisfaction in the context of car servicing of four European automotive brands in SloveniaSlavko Ažman, Boštjan Gomišček, 2012, original scientific article Abstract: The paper examines the nonlinearity and asymmetry between the satisfaction with individual attributes of the service and overall satisfaction in the context of passenger car servicing in Slovenia. The data set that was analysed was acquired from a regular survey on customer satisfaction with vehicle repair and maintenance services of four European automotive brands in Slovenia, carried out in 2005 and 2006 through 12,941 computer-assisted telephone interviews. Specifically, this study utilizes regression analysis in order to test the asymmetry and nonlinearity of the link between the attribute-level performance and overall satisfaction.
The results show that the influence of dissatisfaction is different from the influence of satisfaction, and that the influence of satisfaction on overall satisfaction is greater than the influence of dissatisfaction. The results also show that nonlinearity is applicable to certain attributes of vehicle servicing, but not to all.
We can sum up that precise knowledge of the correlation between the attribute-level performance of vehicle servicing and overall service satisfaction is important. Results show that caution must be employed in the evaluation of the importance of individual attributes on overall satisfaction, since the importance can change depending on the level of satisfaction. It appears that focusing on improving satisfaction is more important than focusing on lessening dissatisfaction. Results also show that the improvement of attribute-level performance offers diminishing returns; therefore, selective investment in activities for increasing customer satisfaction is sensible if satisfaction levels are already relatively high.
Keywords: service quality, customer satisfaction, automotive industry, nonlinearity, asymmetry
Published in DKUM: 06.06.2012; Views: 3066; Downloads: 416
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8. Market leader : upper intermediate business EnglishDavid Cotton, David Falvey, Simon Kent, 2001, higher education textbook Keywords: linguistics, English, business language, reading, skills, communication, international marketing, interpersonal relations, business successfulness, success of business operation, career success, job satisfaction, work, satisfaction, risk, electronic commerce, team work, financial business operation, consumer, customer, services, risk management, takeovers, mergers, business, future, textbooks, cases, case study, vocabularies
Published in DKUM: 01.06.2012; Views: 2684; Downloads: 78
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9. Market leader : upper intermediate business EnglishBill Mascull, 2001, higher education textbook Keywords: linguistics, English, business language, communication, international marketing, interpersonal relations, business successfulness, success of business operation, career success, job satisfaction, work, satisfaction, risk, electronic commerce, team work, financial business operation, consumer, customer, services, risk management, takeovers, mergers, business, future, manuals, teaching, teaching methods, cases, case study, vocabularies
Published in DKUM: 01.06.2012; Views: 2750; Downloads: 57
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10. Market leader : intermediate business EnglishDavid Cotton, David Falvey, Simon Kent, 2001, higher education textbook Keywords: linguistics, English, business language, reading, skills, communication, international marketing, interpersonal relations, business successfulness, success of business operation, career success, job satisfaction, work, satisfaction, risk, electronic commerce, team work, financial business operation, consumer, customer, services, risk management, takeovers, mergers, business, future, textbooks, cases, case study, vocabularies
Published in DKUM: 01.06.2012; Views: 2698; Downloads: 59
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