Dutch Journal of Finance and Management

Dutch Journal of Finance and Management, 2023 - Volume 6 Issue 2, Article No: 25060
https://doi.org/10.55267/djfm/14059

Published Online: 27 Dec 2023

Views: 268 | Downloads: 211

This study investigates the impact of service quality on customer satisfaction, with a special focus on the mediating role of perceived price in the context of Thailand's Small and Medium Enterprises (SMEs). In an era where service quality has become a pivotal factor in differentiating businesses, particularly in the SME sector, understanding its influence on customer satisfaction is crucial. The study also explores how the perception of price plays a mediating role in this relationship, a factor that is particularly relevant in the cost-sensitive market of Thailand. A quantitative research methodology was employed, utilizing a structured questionnaire to collect data from a sample of 324 respondents, comprising customers of various SMEs in Thailand. The questionnaire was designed to measure perceptions of service quality, customer satisfaction, and the perceived price. Statistical analyses, including regression analysis and mediation analysis, were conducted to examine the relationships between these variables. The results of the study are expected to provide insightful implications for SMEs in Thailand, demonstrating how service quality directly influences customer satisfaction and how this relationship is further shaped by the customers' perception of price. This research not only contributes to the academic understanding of these dynamics but also offers practical guidance for SMEs in optimizing their service delivery and pricing strategies to enhance customer satisfaction.

Service Output Quality Quality of Staff Corporate Reputation Perceived Price Customer Satisfaction

• Abubakar, A. M., Behravesh, E., Rezapouraghdam, H., & Yildiz, S. B. (2019). Applying artificial intelligence technique to predict knowledge hiding behavior. International Journal of Information Management, 49, 45–57. https://doi.org/10.1016/j.ijinfomgt.2019.02.006
• Afezah, W., Rahman, W. A., & Castelli, P. A. (2013). ) 83-97 Indexing and Abstracting: Ulrich’s-Global Serials Directory The Impact of Empathy on Leadership Effectiveness among Business Leaders in the United States and Malaysia. 2(3). https://www.researchgate.net/publication/283721655
• Ahmed, I., & Nawaz, M. M. (2015). Antecedents and outcomes of perceived organizational support: A literature survey approach. Journal of Management Development, 34(7), 867–880. https://doi.org/10.1108/JMD-09-2013-0115
• Akgunduz, Y., Adan Gök, Ö., & Alkan, C. (2019). The effects of rewards and proactive personality on turnover intentions and meaning of work in hotel businesses: Https://Doi.Org/10.1177/1467358419841097, 20(2), 170–183. https://doi.org/10.1177/1467358419841097
• Akhi, K., Sheikh, B., Rahman, M., & Uddin, M. T. (2020). Food security assessment of NGO supported and own managed pond fish farmers of two districts in Bangladesh Enhancing Livelihood of Farming Community Through Adoption of Conservation Agriculture: A Socioeconomic Study View project Incorporating Salt-Tolerant Wheat and Pulses into Smallholder Farming Systems in Southern Bangladesh View project. https://www.researchgate.net/publication/342347572
• Alase, G., & Akinbo, T. (2021). Employee Motivation and Job Performance: Empirical Evidence from Nigeria. Applied Journal of Economics, Management and Social Sciences, 2(2), 16–23. https://doi.org/10.53790/ajmss.v2i2.20
• Alozian, M., & Shatila, K. (2023). The Impact of Lipstick Effect On Purchasing Intention: The Case Of The Lebanese Cosmetics Industry. The EUrASEANs: journal on global socio-economic dynamics, (3 (40)), 57-67.
• Ampofo, E. T. (2020). Mediation effects of job satisfaction and work engagement on the relationship between organisational embeddedness and affective commitment among frontline employees of star–rated hotels in Accra. Journal of Hospitality and Tourism Management, 44, 253–262. https://doi.org/10.1016/j.jhtm.2020.06.002
• Arain, G. A., Bhatti, Z. A., Hameed, I., & Fang, Y. H. (2020). Top-down knowledge hiding and innovative work behavior (IWB): a three-way moderated-mediation analysis of self-efficacy and local/foreign status. Journal of Knowledge Management, 24(2), 127–149. https://doi.org/10.1108/JKM-11-2018-0687
• Aranganathan, P., & Sivarethinamohan, R. (2016). A study on impact of Perceived Organizational Support (POS), job satisfaction and organizational commitment towards turnover intentions of information technology professionals at Chennai city. International Journal of Pharmaceutical Sciences Review and Research, 38(2), 89–96.
• Armstrong-Stassen, M., Cameron, S. J., Mantler, J., & Horsburgh, M. E. (2001). The impact of hospital amalgamation on the job attitudes of nurses. Canadian Journal of Administrative Sciences, 18(3), 149–162. https://doi.org/10.1111/j.1936-4490.2001.tb00252.x
• Basit, A., Hassan, Z., Omar, N., Sethu, S., Sethumadavan, S., & Jhanjhi, N. Z. (2021). Impact of Service Quality on Customer Satisfaction In Maldives Tourism Industry View project Employee Engagement View project Gamification: A Tool To Enhance Employee Engagement And Performance. In Turkish Online Journal of Qualitative Inquiry (TOJQI) (Vol. 12, Issue 5). https://www.researchgate.net/publication/353345446
• Blouch, R., & Azeem, M. F. (2019). Effects of perceived diversity on perceived organizational performance: Mediating role of perceived organizational justice. Employee Relations, 41(5), 1079–1097. https://doi.org/10.1108/ER-05-2018-0150
• Borst, R. T. (2018). Comparing Work Engagement in People-Changing and People-Processing Service Providers: A Mediation Model With Red Tape, Autonomy, Dimensions of PSM, and Performance. Public Personnel Management, 47(3), 287–313. https://doi.org/10.1177/0091026018770225
• Butt, A. S., & Ahmad, A. B. (2019). Are there any antecedents of top-down knowledge hiding in firms? Evidence from the United Arab Emirates. Journal of Knowledge Management, 23(8), 1605–1627. https://doi.org/10.1108/JKM-04-2019-0204
• Carnevale, J. B., & Hatak, I. (2020). Employee adjustment and well-being in the era of COVID-19: Implications for human resource management. Journal of Business Research, 116, 183–187. https://doi.org/10.1016/J.JBUSRES.2020.05.037
• Elche, D., Ruiz-Palomino, P., & Linuesa-Langreo, J. (2020). Servant leadership and organizational citizenship behavior: The mediating effect of empathy and service climate. International Journal of Contemporary Hospitality Management, 32(6), 2035–2053. https://doi.org/10.1108/IJCHM-05-2019-0501/FULL/PDF
• Garg, N., Talukdar, A., Ganguly, A., & Kumar, C. (2021). Knowledge hiding in academia: an empirical study of Indian higher education students. Journal of Knowledge Management, 25(9), 2196–2219. https://doi.org/10.1108/JKM-10-2020-0783
• Ghadi, M. Y. (2017). Transformational leadership, job satisfaction, and intention to quit: A sequential mediation model of meaning in work and work engagement. DLSU Business and Economics Review, 27(1), 145–164. https://www.scopus.com/inward/record.uri?eid=2-s2.0-85029514742&partnerID=40&md5=8e8f2be3ca195debca94c913503b200a
• Harris, K. J., Harris, R. B., Valle, M., Carlson, J., Carlson, D. S., Zivnuska, S., & Wiley, B. (2022). Technostress and the entitled employee: impacts on work and family. Information Technology and People, 35(3), 1073–1095. https://doi.org/10.1108/ITP-07-2019-0348/FULL/PDF
• Ibrahim, Z., Rahman, N. R. A., & Johar, M. G. M. (2019). To understand the team cohesiveness, teamwork quality and team performance in employee performance in university. International Journal of Recent Technology and Engineering, 8(2 Special Issue 9), 853–858. https://doi.org/10.35940/ijrte.B1176.0982S919
• Isa, M. F. M., Ugheoke, S. O., & Noor, W. S. W. M. (2016). The Influence of Organizational Culture on Employees’ Performance: Evidence from Oman. Journal of Entrepreneurship and Business, 4(2), 1–12. https://doi.org/10.17687/JEB.0402.01
• Karanika-Murray, M., Duncan, N., Pontes, H. M., & Griffiths, M. D. (2015). Organizational identification, work engagement, and job satisfaction. Journal of Managerial Psychology, 30(8), 1019–1033. https://doi.org/10.1108/JMP-11-2013-0359
• Karatepe, O. M., & Olugbade, O. A. (2016). The mediating role of work engagement in the relationship between high-performance work practices and job outcomes of employees in Nigeria. International Journal of Contemporary Hospitality Management, 28(10), 2350–2371. https://doi.org/10.1108/IJCHM-03-2015-0145/FULL/PDF
• Kaur, P., Malhotra, K., & Sharma, S. K. (2020). Moderation-mediation framework connecting internal branding, affective commitment, employee engagement and job satisfaction: an empirical study of BPO employees in Indian context. Asia-Pacific Journal of Business Administration, 12(3–4), 327–348. https://doi.org/10.1108/APJBA-10-2019-0217
• Kim, D. G., & Lee, C. W. (2021). Exploring the Roles of Self-Efficacy and Technical Support in the Relationship between Techno-Stress and Counter-Productivity. Sustainability 2021, Vol. 13, Page 4349, 13(8), 4349. https://doi.org/10.3390/SU13084349
• Kumar, V. R., Selvaraj, M., Venkateswaran, P. S., Sabarirajan, A., Shatila, K., & Agarwal, V. (2022). The impact of training and development programs on employees performance: the case of Lebanese SMEs. International Journal of Intellectual Property Management, 12(3), 368-381.
• Lai, H., Hossin, M. A., Li, J., Wang, R., & Hosain, M. S. (2022). Examining the Relationship between COVID-19 Related Job Stress and Employees’ Turnover Intention with the Moderating Role of Perceived Organizational Support: Evidence from SMEs in China. International Journal of Environmental Research and Public Health, 19(6). https://doi.org/10.3390/ijerph19063719
• Lantarsih, R., Suryadi, Sulistiya, & Hariadi, U. (2021). Community Motivation to Build Food Security: A Study in Sumberagung Village, Sleman, Yogyakarta. IOP Conference Series: Earth and Environmental Science, 662(1). https://doi.org/10.1088/1755-1315/662/1/012009
• Lee, K., Choi, J. O., & Hyun, S. S. (2022). A Study on Job Stress Factors Caused by Gender Ratio Imbalance in a Female-Dominated Workplace: Focusing on Male Airline Flight Attendants. International Journal of Environmental Research and Public Health, 19(15). https://doi.org/10.3390/ijerph19159418
• Llorente-Alonso, M., & Topa, G. (2019). Individual Crafting, Collaborative Crafting, and Job Satisfaction: The Mediator Role of Engagement. Revista de Psicologia Del Trabajo y de Las Organizaciones, 35(3), 217–226. https://doi.org/10.5093/jwop2019a23
• Mayo, A. T. (2020). Teamwork in a pandemic: Insights from management research. BMJ Leader, 4(2), 53–56. https://doi.org/10.1136/leader-2020-000246
• Men, L. R. (2021). The impact of startup CEO communication on employee relational and behavioral outcomes: Responsiveness, assertiveness, and authenticity. Public Relations Review, 47(4), 102078. https://doi.org/10.1016/J.PUBREV.2021.102078
• Mittal, S. (2020). Ability-based emotional intelligence and career adaptability: role in job-search success of university students. Higher Education, Skills and Work-Based Learning, 11(2), 454–470. https://doi.org/10.1108/HESWBL-10-2019-0145/FULL/PDF
• Robescu, O., & Iancu, A.-G. (2016). The Effects of Motivation on Employees Performance in Organizations. Valahian Journal of Economic Studies, 7(2), 49–56. https://doi.org/10.1515/vjes-2016-0006
• Sergey, B., Boris, K., & Nadiia, R. (2019). Modeling of Empathy, Emotional Intelligence and Transformational Leadership to the Project Success. Advances in Intelligent Systems and Computing, 1019, 209–222. https://doi.org/10.1007/978-3-030-25741-5_21
• Shatila, K., Agyei, F. B., & Aloulou, W. J. (2023). Impact of transformational leadership on leadership effectiveness: the mediating effect of emotional skills in the Lebanese small and medium-sized enterprises context. Journal of Enterprising Communities: People and Places in the Global Economy.
• Shatila, K., & Jalloul, S. (2022). Toward a Digital Technology Perspective of Entrepreneurship: The Case of Small-Medium Enterprises in Lebanon. In Digital Technologies for Entrepreneurship in Industry 4.0 (pp. 69-88). IGI Global.
• Sklar, M., Ehrhart, M. G., & Aarons, G. A. (2021). COVID-related work changes, burnout, and turnover intentions in mental health providers: A moderated mediation analysis. Psychiatric Rehabilitation Journal, 44(3), 219–228. https://doi.org/10.1037/prj0000480
• Song, Y., & Gao, J. (2020). Does Telework Stress Employees Out? A Study on Working at Home and Subjective Well-Being for Wage/Salary Workers. Journal of Happiness Studies, 21(7), 2649–2668. https://doi.org/10.1007/S10902-019-00196-6/TABLES/7
• Sun, Y., Ayub, A., Fatima, T., Aslam, H. D., & Bahoo, S. (2021). The knowledge hiding loop: exploring the boundary conditions. Kybernetes. https://doi.org/10.1108/K-04-2021-0307
• Tang, L. L., & Yeh, Y. L. (2015). Effect of organizational culture, leadership style, and organizational learning on organizational innovation in the public sector. Journal of Quality, 22(5), 461–481. https://doi.org/10.6220/joq.2015.22(5).06
• Tuzun, I. K., & Kalemci, R. A. (2012). Organizational and supervisory support in relation to employee turnover intentions. Journal of Managerial Psychology, 27(5), 518–534. https://doi.org/10.1108/02683941211235418
• Ushakov, D. S., Ivanova, D. G., Rubinskaya, E. D., & Shatila, K. (2023). The Mediating Impact of Innovation on Green Entrepreneurship Practices and Sustainability. In Climate-Smart Innovation: Social Entrepreneurship and Sustainable Development in the Environmental Economy (pp. 3-18).
• Utama, C. A., Utama, S., & Amarullah, F. (2017). Corporate governance and ownership structure: Indonesia evidence. Corporate Governance (Bingley), 17(2), 165–191. https://doi.org/10.1108/CG-12-2015-0171
• Venz, L., & Nesher Shoshan, H. (2022). Be smart, play dumb? A transactional perspective on day-specific knowledge hiding, interpersonal conflict, and psychological strain. Human Relations, 75(1), 113–138. https://doi.org/10.1177/0018726721990438
• Weigl, M., Stab, N., Herms, I., Angerer, P., Hacker, W., & Glaser, J. (2016). The associations of supervisor support and work overload with burnout and depression: a cross-sectional study in two nursing settings. Journal of Advanced Nursing, 72(8), 1774–1788. https://doi.org/10.1111/jan.12948
• Wilkinson, A., Knoll, M., Mowbray, P. K., & Dundon, T. (2021). New Trajectories in Worker Voice: Integrating and Applying Contemporary Challenges in the Organization of Work. British Journal of Management, 32(3), 693–707. https://doi.org/10.1111/1467-8551.12528
• Zhao, W., He, L., Deng, W., Zhu, J., Su, A., & Zhang, Y. (2020). The effectiveness of the combined problem-based learning (PBL) and case-based learning (CBL) teaching method in the clinical practical teaching of thyroid disease. BMC Medical Education, 20(1). https://doi.org/10.1186/s12909-020-02306-y
• Zhong, J., Zhang, L., Xiao, H., & Wen, Q. (2021). Antecedents and consequences of follower moqi: leader humility, follower humility, and knowledge hiding. Current Psychology. https://doi.org/10.1007/S12144-021-02001-1

This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.