International Journal of Quality and Service Sciences

Sodhay, Sumit; Kathuria, Lalit Mohan; Kaur, Tanveen; Kaur, Gurpreet

2024 International Journal of Quality and Service Sciences

doi: 10.1108/ijqss-05-2023-0063

The study aims to investigate the factors influencing the behavioural intention of bottom-of-the-pyramid (BOP) consumers in developing economies, such as India, to adopt mobile wallets, drawing upon the framework of the uses and gratification theory. Furthermore, the study also examines the moderating effect of gender.Design/methodology/approachTo achieve the objective, primary data were collected from a sample of 220 respondents using the survey method. The reliability and validity of the survey instrument were demonstrated through confirmatory factor analysis. Subsequently, structural equation modelling (SEM) was used for hypotheses testing.FindingsThe study revealed that only convenience and social influence have a positive significant influence on the behavioural intention to adopt mobile wallets whereas, innovativeness, trust and compatibility have no significant relationship with behavioural intention to adopt mobile wallets among the BOP consumers. Further, gender moderates the relationship between compatibility and behavioural intention to adopt mobile wallets in India.Originality/valueThis study contributes to the underexplored area of research concerning the behavioural intention to adopt mobile wallets among BOP consumers in a developing economy. It introduces a novel approach by using the uses and gratifications theory to uncover the underlying motivations behind adoption behaviour.

Zhang, Haili; Song, Michael

2024 International Journal of Quality and Service Sciences

doi: 10.1108/ijqss-07-2022-0067

The purpose of this paper is to unravel the specific service quality dimensions that significantly influence startup survival, providing actionable insights for service managers and entrepreneurs.Design/methodology/approachEmpirical data were collected from 372 service startups over a period of seven years. The Cox proportional hazard model was used to analyze the data.FindingsThe results indicate that the tangible dimension of service quality emerges as the most critical determinant of startup survival. Additionally, the reliability and responsiveness of the service also significantly affect startup survival. Furthermore, the assurance and empathy dimensions have a positive, albeit modest, influence on the survival prospects of service startups.Research limitations/implicationsThis study contributes to the service literature by investigating the relative importance of each dimension of service quality in relation to the survival of service startups.Practical implicationsThe empirical findings empower service startups to make informed decisions, allocate resources judiciously and prioritize aspects of service quality that have a significant impact on their survival and success.Social implicationsThe social implications indicate the significance of service quality dimensions not only for the success of service startups but also for the overall well-being of customers, local economies and the competitive landscape of the service sector.Originality/valueThis study contributes to service science by uniquely highlighting the critical role of tangibles in startup survival, challenging conventional beliefs about the primacy of service reliability.

Chakraborty, Subhajit; Gonzalez, Jorge A.; Sahagun, Miguel; Scheuer, Cara-Lynn

2024 International Journal of Quality and Service Sciences

doi: 10.1108/ijqss-09-2023-0137

To better understand the nature and effective delivery of quality health-care globally, this paper aims to study the role of quality leadership on patient care quality (PCQ) delivered in hospitals, including the intervening role of technology integration and two country-level factors – national culture and infrastructure development – in North America (Canada, Mexico and the USA).Design/methodology/approachPCQ comprises four facets: interpersonal, technical, environmental and administrative quality. Using survey data and interdisciplinary theoretical support (e.g. quality management and the Global Leadership and Organizational Behavior Effectiveness Project [GLOBE] model of national culture), this paper tested for moderated mediation between hospital quality leadership and the four-facet PCQ model with technology integration as the mediator and national culture and infrastructure development as moderators.FindingsResults show that technology integration partially mediates the relationship between hospital quality leadership and PCQ and that national culture and infrastructure development shape the role of hospital quality leadership on PCQ. Hence, these national factors must be considered holistically to understand the impact of hospital quality leadership on patient care.Practical implicationsTo improve PCQ, hospital leaders should broaden their understanding of quality health-care to include technology integration and an awareness of cultural and institutional differences across nations.Originality/valueThis paper used primary data from hospital quality leaders and the four-facet PCQ conceptualization across three large North American nations, offering a more global understanding of service quality in health-care.

Nasir, Mohd; Rajkumari, Yaisna; Adil, Mohd

2024 International Journal of Quality and Service Sciences

doi: 10.1108/ijqss-08-2023-0115

To build long-term relationships and gain a competitive edge, marketers need to provide customers with unique and distinct experiences that they cannot find in other companies. According to the literature, after-sales service helps to achieve these goals. By modeling the linkages between after-sales service, service quality, customer attitude and purchase intention, this study aims to understand how customers perceive after-sales service in decision-making in kitchen appliance industry.Design/methodology/approachThrough purposive sampling, 324 respondents, primarily female, answered a structured questionnaire about their perception of after-sales service for kitchen appliance products. Previously well-established, validated scale measures from the extant literature were used. The responses were gathered using a seven-point Likert scale.FindingsAccording to the findings, after-sales service quality is vital in kitchen appliance buying decisions. Accordingly, the higher the quality of service perceived by the customer, the more favorable the brand's attitude and purchase intention will be. Additionally, brand reputation was found to be an essential moderator between customer attitude and purchase intention, suggesting that the reputation of the kitchen appliance brand plays a positive and significant role in consumers’ purchase intentions.Originality/valueIt is well known that after-sales service plays a crucial role in current business scenarios, but empirical research on kitchen appliances has been scarce. This study aims to fill a void in the existing literature by investigating the relationships between after-sales service, after-sales service quality, customer attitude and purchase intention in the domain of kitchen appliances.