Tangibility Research Papers - Academia.edu (original) (raw)

A smartphone and a strong Internet connection are what every tech-savvy customer's need to meet the full spectrum of his / her everyday needs. The on-demand taxi service is a phenomenon that has changed the habit of a huge proportion of people in the country who ride on a daily basis. The hour-long waiting and paying out inflated rates for community transportation is now over thanks to on-demand taxi services. The taxi business sector is evolving at a rapid pace with new technology, on-demand services, attracting consumers, new marketing strategies, and dedicated service providers are all helping to reinforce integrated industries and create strong brands that can spread beyond national borders. It is important for cab service companies to understand the factors that influence the choice of cab service providers. This paper is an attempt to measure service quality proposed by (Parasuraman, A., Zeithaml, V., Berry, 1988) and its impact on satisfaction for on-demand ride services. The data was collected from around 1494 respondents using any on-demand ride mobile application for at least six months. The initial questionnaire was pre-tested with around 50 on-demand ride mobile application users. The changes were incorporated in the finalised questionnaire before starting the data collection. It was found that for delivering satisfaction to the on-demand ride users all the dimensions are service quality namely reliability, assurance, empathy and responsiveness are significant, though for measuring service quality all the five measures are essential.

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- Quality, Satisfaction, Online, Empathy

The present study evaluates the customer perceptions of service quality in select private sector banks. Data was collected from 200 customers of Private Sector Banks using structured questionnaire. Gap analysis and Multi regression were used for analysis of data. The result shows that the dimension of service quality such as Empathy and Accessibility has more gap, as the customer expectations are high to their perceived service. The result also indicates that Empathy-Reliability-Assurance positively influences the service quality. The study implies that bank should reduce the service gap to deliver superior quality of service to retain existing customers as well as to attract new customers.

In order to achieve their mission, the vision of all hotels is delivering quality services to satisfy their customers who are consuming the services of the hotels. The main objective of this study is to analyze the effect of service quality on customer satisfaction in the case of star-rated hotels in Shashemene town. To address this objective, the researcher employed the most widely used model called Service quality (SERVQUAL) model and analyze the effect of service quality dimensions (Tangibility, Reliability, Responsiveness, Empathy, and Assurance) on customer satisfaction. The researcher implemented an explanatory research design with quantitative and qualitative research approaches. The researcher selected 315 star-rated hotel customers using stratified and convenience random sampling technique that were determined based on Carvalho (1984) sampling table. They were asked to rate their opinion according to a five-point Likert scale ranging from strongly disagree to strongly agree levels. The analysis section of this study is based on descriptive and inferential analyses. The major data analysis techniques of the inferential part are including correlation and multiple linear regressions. The study result indicated that the services given by star-rated hotels were appreciated by customers. Service quality measurements such as reliability, responsiveness, and tangibility had a significant effect on customer satisfaction. Since hotel is a service-oriented organization, the hotel managers should keep in providing service quality so as to retain the existing customers and attract new customers.

- by IAEME Publication
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- Satisfaction, Empathy, Responsiveness, Reliability

The current study aimed to investigate the impact of several factors i.e. profitability, tangibility, size, growth, financial risk, liquidity, tax shield on firm’s financial leverage. The data was collected for a panel of 83 companies from 6 high performing sectors of Pakistan stock exchange from 2006 to 2016. The results of panel data analysis were compared for random effect, fixed effect and pooled regression models. The findings revealed that Profitability, Tangibility, Firm Size, Liquidity, Tax Shield and Tobin’s Q had a significant role in leverage decision of the sample firms while financial risk, business risk and growth were found to be insignificant. The fixed effect model was found to be more appropriate to explain the relationships. The implications of the results were also mentioned

- by IAEME Publication
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- Financial Leverage, Profitability, Tangibility, Pakistan stock exchange (PSX)

Fulfilling customers' expectations is important to prove their loyalty in the market. Therefore, this study is conducted to examine the effect of service quality on customer loyalty at selected Hotels in Hawassa, Ethiopia. The study employed an explanatory research design with a quantitative research approach. The required data were collected from 185 hotel customers by using a convenient sampling technique. The data collected through questionnaire were analyzed using both descriptive (Mean and SD) and inferential statistics (correlation and multiple linear regression) with the help of SPSS software version 26. The findings of the study showed that hotel customers become loyal when hotel employees respond to their requests as expected when hotel employees become active to make customers feel and secure in their transactions when hotel employees give customers individual attention and understand customers' specific needs when employees caring individual attention to customers by having the best interests at heart and having enough attention to the newcomers. Therefore, the study concludes that service quality has a positive and significant effect on customer loyalty. That means service quality variables such as tangibility, responsiveness; reliability, assurance, and empathy have a positive influence on customer loyalty.

- by IAEME Publication
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- Empathy, Responsiveness, Reliability, Loyalty

_______________________________________________________________________ ABSTRACT— The purpose of this paper is to empirically examine the affect of service quality dimensions on the customers' satisfaction in Telecommunication companies in Yemen. These dimensions are tangibility, reliability, responsiveness, assurance and empathy. By using five Likert scale, a set of questionnaire was distributed to 400 customers who are currently using the telecommunication companies' services in Yemen. Linear regression analysis is used to examine the association between the service quality dimensions and customer satisfaction. The results showed that almost the majority of the customers satisfied with services provided by telecommunication companies and all the service quality dimensions are positively and significantly associated with customers' satisfaction. The finding of this paper may help telecommunication companies to maintain their customers and to enhance its performance.

- by Ali Alarussi
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- Service Quality, Performance, Customer Satisfaction, Yemen

The research reported in this thesis was on "Impact of Service Quality on CS in an Airline Industry". The purpose of research was to study the service quality impact of Pakistani Airlines on the customer satisfaction and to suggest measures to accomplish it on better lines. The secondary data was collected by consultation of literature in the libraries and Internet. The primary data was gathered by floating questionnaires and conducting interviews. SPSS software was applied to analyze data for frequencies regression parameters and cross tabulation the results were interpreted by usual principles of statistics. The findings suggested that out of five Seroquel attributes, four of them have significant impact on customer satisfaction in Pakistan: tangibility, responsiveness, reliability and assurance. However, empathy does not have significant impact on customer satisfaction. Thus, Pakistanis are more concerned about flight safety, reliable staff, comfortable cabin seats and quick response to their queries and less concerned about individual attention by cabin crew.

- by IAEME Publication
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- Customer Satisfaction, Empathy, Responsiveness, Reliability

The employees of any organization are an essential resource because they help execute the task and actively shape and create the institution's reputation. Similarly, in the hotel industry, they are perhaps the most important resource. Therefore, we need to understand the variables that shape and enhance the quality of a hotel employee. This paper will look at the work and non-work-related variables that affect the quality of an employee. Along with this, we have also conducted a sample survey to understand the consensus about those variables and their interplay with the quality of the employees. Communication skills and responsiveness came up as the supreme skill for a good hotel employee during the survey.

- by Ijasrw editor and +1
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- Communication, Quality, Consumer Behavior, Reliability

Purpose: the main objective of the research is to know the impact of service quality on customer satisfaction in public and private banks in Haryana. Research methodology: for the purpose of research sample size was 350 with the convenient sampling from public and private banks at Ambala, Haryana. Retail customers were targeted in the research. Primary data was collected through structured questionnaire that was created on Google form and circulated among the respondents. Questionnaire comprised two part, first includes questions related to demographic aspects and second part was related to service quality of banks and their satisfaction. SPSS software used to analysis the data. Statistical tools correlation and regression applied to know the relationship and impact. Findings: results clearly highlighted that all the parameters i.e. tangibility, reliability, responsiveness, assurance and empathy has positive impact on customer satisfaction. And it found that assurance has highest impact on the other hand responsiveness has least impact on customer satisfaction.

- by IAEME Publication
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- Service Quality, Banking, Reliability, Customer Satisfaction Level

- by IAEME Publication
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- Satisfaction, Empathy, Responsiveness, Reliability

Purpose: the main objective of the research is to know the impact of service quality on customer satisfaction in public and private banks in Haryana.
Research methodology: for the purpose of research sample size was 350 with the convenient sampling from public and private banks at Ambala, Haryana. Retail customers were targeted in the research. Primary data was collected through structured questionnaire that was created on Google form and circulated among the respondents. Questionnaire comprised two part, first includes questions related to demographic aspects and second part was related to service quality of banks and their satisfaction. SPSS software used to analysis the data. Statistical tools correlation and regression applied to know the relationship and impact.
Findings: results clearly highlighted that all the parameters i.e. tangibility, reliability, responsiveness, assurance and empathy has positive impact on customer satisfaction. And it found that assurance has highest impact on the other hand responsiveness has least impact on customer satisfaction.

- by IAEME Publication
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- Service Quality, Banking, Customer Satisfaction, Empathy

In today’s generation service quality in both private as well as public banks are treated as most important factor and asset for satisfying customer which indeed increases the customer loyalty and retention rate of customers. The aim of this research paper to do a comparative analysis of the service quality in both private as well as public sector banks. Moreover, we tried to build a relationship between various service factors like responsiveness, assurance, empathy, reliability and tangibility to the customer satisfaction. Prior research suggests that there is dif erence between customer expectations and customer actual experience with respect to dif erent sector. By realizing the gap between perceived and actual service quality, customer satisfaction in banking sector can be improved.

- by IAEME Publication
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- Service Quality, Customer Satisfaction, Banking Sector, Assurance
- by Wanda Strauven
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- Early Cinema, Screens, Touchscreen, Tangibility

This chapter engages with customer journeys as a design method for use in servicebased experience design. The method is illustrated by presenting two specific participatory design journey tools-Journey Touchpoints and Pinball Customer Flow-each of them applied in collaborative design activities.
Understanding and exploring experiences as journeys, and supporting this understanding
with tangible and playable tools, is necessary because conventional user experience
design too often focuses on singular touchpoints instead of building an understanding
of a temporally more comprehensive route of experiences where various physical, social,
and object interactions may interrelate.
The journey tools are unfolded in relation to cultural leisure-time service experience
design (museum visits, pop-up marketing for a house, amusement park, and food
festival). The journey tool is used in facilitated collaborative concept development workshops and is a way to engage participants in tangible and playable design activities within experience design.
Customer journeys are tools that help participants imagine and develop multiple
points of connection, interaction, and exchange between users and experience designs.

- by Connie Svabo
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- Design, Participatory Design, Experience Design, User Experience Design

The main objective of this research is to identify the influence of different dimensions of services quality (TAN, RES, REL, ASSUR, and EMP) on the satisfaction of the customers and to evaluate the impact of the quality of service on the satisfaction of customer through diverse demographic variables within the retail medical business of Kuwait. A quantitative research method was used through the deductive approach, following a positivist research philosophy. The study tested the hypotheses and concluded that there is no significant difference among different age groups towards the SQ factors and CS, in the perception of males and females toward dimensions of SQ in Kuwait Medical Retail Business, and towards the SQ factors and CS. The results also reveal that there is a highly significant relationship between the dimensions of SQ and CS within the retail medical business of Kuwait and the perception of respondents under different clusters towards different SQ factors is not the same. Overall, the order of importance of the variables are EMP, ASSUR, REL, and RES in the Kuwait medical retail business. The study suggests outcomes that could be helpful to managers in organizations for planning strategically based on the demographics of the customers in Kuwait medical retail business. The research contributes to the area of business organization regarding how to handle the customers in order to retain the major objective of maximization of the profit and minimization of the cost for the organization.

- by Dr. Maha M A G D Y . M . Ali
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- Quality, Service Quality, Customer Satisfaction, Retail

Securities exchanges have greater roles to play in regard to economic and social development in both developed and developing economies. Hence, this paper examined the influence of firm financial characteristics on the leverage of manufacturing listed companies in Nairobi securities exchange. Panel data was collected from annual financial statements and panel regression modelling was adopted to analyze the data. Operating cash flows had a significant moderating effect on the influence of firm financial characteristics on the leverage of manufacturing listed firms in Nairobi securities exchange.

- by American Journal
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- Profitability, Growth opportunities, Firm Size, Financial Characteristics

This paper represents an attempt to conceive a tangible multimedia framework in educational settings. For preschoolers, the major drawback in conventional multimedia systems nowadays is the lack of concrete elements that allow them to learn naturally and tangibly. As Piaget stated that children aged below seven can only cognizant concrete objects (preoperational stage), there exists a large gap between preschoolers and digital multimedia. To bridge the gap, multimedia should and need to embrace tangible objects in learning. However, as a newly explored area, there is absence of discussion on how the tangible multimedia should look like. In response to this, a relevant framework that outlines the basic structure of such multimedia is visualized in this paper for reference as well as grounding guidelines. Relevant pilot study conducted revealed that tangible multimedia was efficacious in elevating preschoolers’ learning performance, and motivation.

Capital structure strategy relates to the composition of debt and equity, which will deliver the highest profitability to the companies. To analyze the variables affecting the capital structure, this study utilized yearly financial statements from 2001 to 2015 with the exclusion of 2008, for 136 non-financial public companies listed on the Indonesia Stock Exchange. This study adopted an econometric approach of t-test, correlation coefficient, difference test and descriptive statistics analysis. The variables adopted are net debt-to-equity ratio as the dependent variable, size, profitability, asset structure, liquidity, sales growth and capital expenditure as the independent variable. This study found that for overall market, size, profitability, asset structure and sales growth have a significant relationship with capital structure. On the other hand, this study found no significant relationship between liquidity and capital structure. The findings of this study suggested that the m...

- by Prof. Roy Sembel
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- Business, Economics, Asset Pricing, Capital Markets

The purpose of this study was to analyze the factors affecting capital structure in Indonesia. The variables used were DER as the dependent variable and as independent variables are profitability, growth opportunity, fixed asset tangibility, size, dividend payout ratio and shortterm debt to total assets. The sample used in this study is a company registered in LQ-45. And selected by using purposive sampling. Thus obtained 38 companies as a sample. The analytical method used is linear regression. The results obtained from this study is the variable profitability, tangibility fixed assets and short term debt to total assets that have a significant influence 5%. While the growth opportunity and size variables have a significant influence 10%. While the variable dividend payout ratio does not have a significant influence.

- by Nurhan Aydin
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- Asset Pricing, Capital Markets, Applied Economics, Capital Structure

In the existing research, analysis has been done on finding out the impact of the independent variables, i.e., profitability (ROA), liquidity (CR), and tangibility (FA to TA ratio), on the dependent variable, i.e., capital structure (debt-equity ratio) of the oil and gas public sector in India during the period of 5 years, i.e., 2015-2016 to 2019-2020, through the statistical model. The study found that the independent variables, i.e. ROA and current ratio, have a negative/ indirect impact on capital structure decision, while the independent variable, i.e., fixed assets to total assets was found to have a positive/direct impact on capital structure decision.

- by Publishing India Group
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- Capital Structure, Profitability, Liquidity, Tangibility

- by IAEME Publication
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- Service Quality, Customer Satisfaction, Empathy, Responsiveness

The purpose of this study was to analyze the factors affecting capital structure in Indonesia. The
variables used were DER as the dependent variable and as independent variables are
profitability, growth opportunity, fixed asset tangibility, size, dividend payout ratio and shortterm
debt to total assets. The sample used in this study is a company registered in LQ-45. And
selected by using purposive sampling. Thus obtained 38 companies as a sample. The analytical
method used is linear regression.
The results obtained from this study is the variable profitability, tangibility fixed assets and short
term debt to total assets that have a significant influence 5%. While the growth opportunity and
size variables have a significant influence 10%. While the variable dividend payout ratio does
not have a significant influence.

- by Ijasrw editor
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- Communication, Quality, Consumer Behavior, Reliability

This is a review of the literature surrounding virtual world (VR) technology and its utilisation within tertiary environments. The factors that contribute to its adoption by a tertiary environment are examined through an evaluation of the features, benefits, challenges and resolutions. Conclusions about its future potential are also outlined in the light of the New Zealand Governments’ intention to bring Ultra-Fast Broadband (UFB) to schools and 90 % of businesses by 2015. The key features of this technology, those which hold relevance in a tertiary environment include the opportunity for richer real-time interaction, unique experiential learning scenarios, wider reach across remote regions, and learnable interactive interfaces. The key challenges of this technology include the constraints on broadband, limitations of current technologies, high costs to implement required infrastructure and negative preconceptions. Resolutions to these challenges include the inauguration of Ultra-Fa...

- by David Skelton
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- Collaboration, Virtuality, Synchrony, Engagement

The purpose of the study was to extend the SERVQUAL model by adding the customer’s attitude to its three main dimensions as
one more component of measuring service quality and to investigate the causal relationship in customer satisfaction and loyalty
in the microfinance sector, specifically in the municipal savings banks. and credit that have agencies in the Ancash Region,
the survey technique was used, where data was collected from 391 clients through the questionnaire through simple random
sampling. As it is a structural equation modeling (SEM) methodology, the partial least square (PLS) analysis technique was
used to evaluate the theoretical model using the Smart PLS 3.3.0 software, the finding revealed that the extended model has a
significant impact on customer satisfaction and loyalty in municipal savings banks and credit, the coefficients of determination
were; customer satisfaction (r2 = 0.637), customer loyalty (r2 = 0.510) with a mean squared error of approximation (SRMR)
of 0.06, the results make the confirmatory model relevant. Furthermore, the results of this study will be useful for managers
and policymakers to improve the quality of service in municipal savings banks. It is recommended to extend this study in other
developing countries, since it was contextualized in the reality of the Peruvian financial system.

Listed and non-listed institutions are always in need of finances geared towards enhancing their firm performance which has a pivotal role in the relationship they will enjoy internally and externally. The ability of an organization to invest borrowed capital on projects with a higher return on investment has a significant impact on shareholders wealth maximization. Panel regression modelling revealed the positive influence of firm size and profitability and inverse influence of tangibility and growth opportunities on the leverage of listed non-financial companies in Nairobi securities exchanges.

- by American Journal
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- Profitability, Growth opportunities, Firm Size, Financial Characteristics

- by Teddy Chandra
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- Business, Asset Pricing, Capital Markets, Capital Structure

A number of new technologies such as the MP3 music compression format and the Napster file sharing network are creating new opportunities for consumers' activities with music media. In this paper we explore current practice with both conventional and new forms of media in order to better understand what the future may hold for music consumers. We interviewed 36 music enthusiasts: 12 teenaged and 12 adult conventional music users, and 12 early adopters of MP3 technologies. The results show that rather than new music technologies replacing the old, they supplement current formats by allowing users to exploit a different set of affordances. We discuss these uses drawing implications for new music devices, services and software.

- by Abigail Sellen
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- Computer Science, New Media, Affordances, New Technology
- by Per Linde
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- Human Computer Interaction, Interaction Design, Smart Home Technology, Appropriation

- by IAEME Publication
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- Quality, Satisfaction, Online, Empathy