Ilias Santouridis

Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece

Purpose – The purpose of this paper is to investigate crucial factors that lead to customer loyalty in the mobile telephony sector in Greece, namely service quality and customer satisfaction. Furthermore, the mediation effect of customer satisfaction on the service quality and customer loyalty relationship is also to be examined.Design/methodology/approach – Field research was conducted. The questionnaire was formed by a synthesis of existing constructs in relevant literature. The main research target sample consisted of residential non‐business mobile phone users in Greece. Reliability tests and statistical analyses were performed to both confirm scale validity and reliability and answer the research questions.Findings – Customer service, pricing structure and billing system are the service quality dimensions that have the more significant positive influence on customer satisfaction, which in turn has a significant positive impact on customer loyalty. The mediation role of customer satisfaction on the se...

Internet service quality and customer satisfaction: Examining internet banking in Greece

The present study investigates internet service quality and its impact on customer satisfaction in the banking context. Internet service quality is operationalised by adopting an instrument, which is based on SERVQUAL and consists of six dimensions, namely assurance, quality of information, responsiveness, web assistance, empathy and reliability. The field research, which resulted in 184 valid questionnaires, was conducted among internet banking customers in Greece, a country with relatively low internet penetration rate. The findings confirm, to a great extent, the validity of the instrument and highlight the above average performance of service quality delivered by Greek banks via the internet. All quality dimensions are proved to be antecedents of overall customer satisfaction, with reliability having the most significant impact. Furthermore, quality of information is a crucial dimension driving the customer intentions for internet banking future usage. Finally, familiarisation-related dimensions, such as empathy and web assistance, play a very important role in customers’ willingness to recommend the service to other people.

Using E‐S‐QUAL to measure internet service quality of e‐commerce web sites in Greece

Purpose – The purpose of this paper is to examine the applicability of the electronic service quality measurement instrument E‐S‐QUAL and its factor structure in the context of e‐commerce in Greece. Also, to investigates the effects of E‐S‐QUAL factors on customer perceived overall quality, value and loyalty.Design/methodology/approach – Field research was conducted by using a structured questionnaire, utilizing the E‐S‐QUAL model and replicating the work of the models developers. Principal component analysis, reliability tests and multiple regression analyses were performed to both confirm the scale factor structure and answer the research questions.Findings – The analysis of the research data confirmed the four factor structure of E‐S‐QUAL in the context of e‐commerce in Greece and produced similar results to those of the initial research. Efficiency was proved to be the highest ranked dimension since it has a significant positive effect on all three dependent variables, namely perceived overall qualit...

Investigating the mediation effect of satisfaction on the service quality and customer loyalty link: Empirical evidence from Greek customers of internet shops

This study aims to provide empirical evidence on the role of service quality and customer satisfaction as predictors of loyalty of internet shoppers in Greece. Furthermore, the possible mediation effect of customer satisfaction on the service quality and customer loyalty relationship is also examined. Service quality is conceptualized by 5 dimensions: ease of use, e-scape, customization, responsiveness and assurance. The statistical analysis showed that service quality is major direct predictor of loyalty, since 4 of its dimensions, with the exception of e-scape, were found to significantly influence loyalty. Moreover, satisfaction was found to have a strong positive impact on loyalty by totally mediating the influence of all the 4 service quality dimensions, which were found to affect loyalty directly.

The Impact of Career Satisfaction on Job Performance in Accounting Firms. The Mediating Effect of General Competencies

Abstract This paper outlines the critical role of employees’ general competencies in the link between career satisfaction and job outcomes (performance) in accounting firm services (accounting offices). Career satisfaction is an internally defined career success outcome. General competencies embrace abilities such as prioritizing, learning new things, coming-up with new ideas and solutions, working productively with others. The discussion arises primarily based on the considerable theoretical vagueness and empirical inconclusiveness in the existing literature concerning general competencies mechanisms and their contribution. As of interest to resolve this controversy, a research framework is developed in which general competencies act as the mediator between career success and employee performance in accounting offices. The empirical findings from a survey of 84 employees in accounting offices in Central Greece confirmed that general competencies exert a mediating effect on the relationship between career success satisfaction and job performance. The main implication of the findings for accounting managers is that employees in a career advancement environment are more likely to achieve higher job performance and subsequently effectiveness, as a result of strengthened general competencies. Thus, specific directions for managerial action have been derived.

Customer relationship management and customer satisfaction: the mediating role of relationship quality

This study investigates possible associations between customer relationship management (CRM) practices, relationship quality and customer satisfaction, focusing on the possible mediation effect of relationship quality on the CRM tactics and satisfaction link. Field research was conducted by utilising a questionnaire developed by adopting relevant work reported in literature. CRM practices were conceptualised by a 14-item scale, while customer satisfaction was measured by a 4-item construct. Relationship quality was conceptualised by two dimensions, namely relationship satisfaction and trust. The questionnaire was made available over the internet and the respondents were customers of the three major mobile telephony companies in Greece. Exploratory factor analysis was conducted in order to identify latent factors among the CRM practices’ items. The results revealed two CRM practices’ factors, which were labelled as customer care and communication. Regression analysis was employed to examine the relationships between the emerged CRM practices’ dimensions, relationship quality and customer satisfaction. Customer care was found to have a positive significant effect on customer satisfaction. Moreover, the CRM practices’ dimensions were also found to have a significant positive impact on relationship quality. Finally, the full mediation role of relationship quality on the CRM practices and customer satisfaction link was also supported.

The Impact of Management Information Systems’ Effectiveness on Task Productivitythe Case of the Greek Banking Sector

enhance task productivity b) the IP model of MIS effectiveness influences negatively task productivity.

Knowledge Management and Employee General Competencies in Accounting Firms

This paper aims to shed light upon the impact of knowledge management on employee general competencies in accounting firm services (accounting offices). In this study, general competencies consist of abilities regarding (a) communication and teamwork, (b) problem solving and prioritizing, (c) time management and creativity, (d) interpersonal relations, (e) knowledge acquisition and application, and (f) risk taking and challenging. Knowledge management is primarily regarded the knowledge sharing culture, which consists of values about communication and information exchange, human relations, group decision-making and knowledge diffusion. The stimuli of this research can be traced on the empirical inconclusiveness in the existing literature investigating individual competencies and knowledge management mechanisms, as well as their association. The empirical findings from a survey of 141 employees in accounting offices in Central Greece confirm that all types of general competencies are significantly associated with knowledge sharing culture. As a consequence, management may invest on training in order to develop general competencies, which in turn, will boost knowledge sharing. Thus, accounting services firms may build a sustainable competitive advantage on knowledge management.

BARRIERS FOR E-BUSINESS ENTREPRENEURSHIP: THE GENDER ASPECT

AbstractThis study examines differences in gender among entrepreneurs engaged in E-business activities. The empirical research was conducted in Thessaly, using a structured questionnaire. The 84 male and female who responded to our survey, were owners of micro enterprises. Results reveal differences in gender regarding E-business adoption. Males consider security and unnecessary adoption are more important barriers, while females believe E-business is not included in firms strategic planning. Results also highlight the importance of awareness, consulting and development of specific skills by entrepreneurs, as barriers of E-business adoption.