Influence of Service Quality on Customer Engagement with Customer Emotions as an Intervening Variable in Aman Cepat Company

Q3 Economics, Econometrics and Finance World Review of Entrepreneurship, Management and Sustainable Development Pub Date : 2022-04-26 DOI:10.37715/rme.v6i1.2351

Veronica Puspitasari Susanto, C. Herdinata

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引用次数: 1

Abstract

Aman Cepat is a family business that runs in the shipping service sector. Aman Cepat has problems in sales which have not reached the sales target. Moreover, Aman Cepat has customer complaints regarding its ser- vice quality dimensions (personnel, outcome, and social quality), and cur- rently, competition in the expedition service sector is getting tougher. This research aims to test and analyze the influence of service quality dimen- sions towards customer emotions and the effect of customer emotions on customer engagement of Aman Cepat. The benefit of this research is that it is expected that the Aman Cepat Company can provide better quality in service. This research has novelty in the field of the industry being studied. The population of this research is the active B2B customer of the company, and the samples are 78 respondents, who were chosen using the saturated sampling method. This research uses the Partial Least Square Structural Equation Modelling. The results show those service quality dimensions have a significant influence on customer emotions, and the customer emotions variable also has a considerable influence on the customer engagement of Aman Cepat.

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服务质量对顾客参与的影响:以顾客情绪为中介变量

Aman Cepat是一家经营航运服务行业的家族企业。Aman Cepat的销售出现了问题，没有达到销售目标。此外，Aman Cepat在服务质量方面(人员、结果和社会质量)也有客户投诉，目前，探险服务领域的竞争越来越激烈。本研究旨在检验和分析安曼公司服务品质各维度对顾客情绪的影响，以及顾客情绪对顾客参与的影响。本研究的好处是期望安曼公司能够提供更好的服务质量。本研究在所研究的行业领域具有新颖性。本研究的人口为该公司的活跃B2B客户，样本为78名受访者，采用饱和抽样方法选择。本研究采用偏最小二乘结构方程模型。结果表明，服务质量维度对顾客情绪有显著影响，顾客情绪变量对安曼公司的顾客参与也有相当大的影响。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

World Review of Entrepreneurship, Management and Sustainable Development Economics, Econometrics and Finance-Economics and Econometrics

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1.60

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0.00%

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期刊介绍： WREMSD is a multidisciplinary refereed journal on issues that will be central to management and sustainable development around the world. The general theme of WREMSD has been very carefully chosen to include business and entrepreneurship management and the challenges these represent in terms of global competitiveness and sustainable development. To achieve competitiveness in business and management, individuals and institutions need essential knowledge on a broad spectrum of concepts and issues that affect business around the world.