{"id":"https://openalex.org/W3090888366","doi":"https://doi.org/10.5267/j.msl.2020.9.010","title":"SST-Servqual and customer outcomes in service industry: Mediating the rule of corporate reputation","display_name":"SST-Servqual and customer outcomes in service industry: Mediating the rule of corporate reputation","publication_year":2020,"publication_date":"2020-09-28","ids":{"openalex":"https://openalex.org/W3090888366","doi":"https://doi.org/10.5267/j.msl.2020.9.010","mag":"3090888366"},"language":"en","primary_location":{"id":"doi:10.5267/j.msl.2020.9.010","doi":"https://doi.org/10.5267/j.msl.2020.9.010","is_oa":true,"landing_page_url":"https://doi.org/10.5267/j.msl.2020.9.010","pdf_url":"https://doi.org/10.5267/j.msl.2020.9.010","source":{"id":"https://openalex.org/S2737251451","display_name":"Management Science Letters","issn_l":"1923-9335","issn":["1923-9335","1923-9343"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","norway-1","poland-20"],"host_organization":"https://openalex.org/P4310312984","host_organization_name":"Growing Science","host_organization_lineage":["https://openalex.org/P4310312984"],"host_organization_lineage_names":["Growing Science"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Management Science Letters","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://doi.org/10.5267/j.msl.2020.9.010","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5009905910","display_name":"Ridho Bramulya Ikhsan","orcid":"https://orcid.org/0000-0002-1499-3264","observed_orcids":["https://orcid.org/0000-0002-1499-3264"]},"institutions":[{"id":"https://openalex.org/I166073570","display_name":"Binus University","ror":"https://ror.org/03zmf4s77","country_code":"ID","type":"education","lineage":["https://openalex.org/I166073570"]}],"countries":["ID"],"is_corresponding":true,"raw_author_name":"Ridho Bramulya Ikhsan","raw_affiliation_strings":["Management Department, BINUS Online Learning, Bina Nusantara University, Jakarta, 11460, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Management Department, BINUS Online Learning, Bina Nusantara University, Jakarta, 11460, Indonesia","institution_ids":["https://openalex.org/I166073570"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5027007446","display_name":"Juliater Simarmata","orcid":"https://orcid.org/0000-0001-5494-2501","observed_orcids":["https://orcid.org/0000-0001-5494-2501"]},"institutions":[{"id":"https://openalex.org/I4210091730","display_name":"Institute of Transportation and Logistic Trisakti","ror":"https://ror.org/00bw2gb04","country_code":"ID","type":"other","lineage":["https://openalex.org/I4210091730"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Juliater Simarmata","raw_affiliation_strings":["Trisakti Institute of Transportation & Logistics, Jakarta, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Trisakti Institute of Transportation & Logistics, Jakarta, Indonesia","institution_ids":["https://openalex.org/I4210091730"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5009905910"],"corresponding_institution_ids":["https://openalex.org/I166073570"],"apc_list":null,"apc_paid":null,"fwci":1.9419,"has_fulltext":true,"cited_by_count":16,"citation_normalized_percentile":{"value":0.88804524,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":98},"biblio":{"volume":null,"issue":null,"first_page":"561","last_page":"576"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9976000189781189,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9976000189781189,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.0017000000225380063,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.00019999999494757503,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/self-service-technology","display_name":"self-service technology","score":0.9819999933242798},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.7329999804496765},{"id":"https://openalex.org/keywords/corporate-reputation","display_name":"corporate reputation","score":0.7540000081062317},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9959999918937683},{"id":"https://openalex.org/keywords/behavioral-intention","display_name":"behavioral intention","score":0.9980000257492065},{"id":"https://openalex.org/keywords/behavioral-loyalty","display_name":"behavioral loyalty","score":0.9769999980926514},{"id":"https://openalex.org/keywords/mediating-effect","display_name":"mediating effect","score":0.75},{"id":"https://openalex.org/keywords/public-service-sector","display_name":"public service sector","score":0.8989999890327454}],"concepts":[{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.8017083406448364},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7351245880126953},{"id":"https://openalex.org/C48798503","wikidata":"https://www.wikidata.org/wiki/Q877546","display_name":"Reputation","level":2,"score":0.6490166187286377},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5154579281806946},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.4852754771709442},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4732915759086609},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.4626622498035431},{"id":"https://openalex.org/C43246008","wikidata":"https://www.wikidata.org/wiki/Q55638","display_name":"Tertiary sector of the economy","level":2,"score":0.4137198030948639},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.5267/j.msl.2020.9.010","doi":"https://doi.org/10.5267/j.msl.2020.9.010","is_oa":true,"landing_page_url":"https://doi.org/10.5267/j.msl.2020.9.010","pdf_url":"https://doi.org/10.5267/j.msl.2020.9.010","source":{"id":"https://openalex.org/S2737251451","display_name":"Management Science Letters","issn_l":"1923-9335","issn":["1923-9335","1923-9343"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","norway-1","poland-20"],"host_organization":"https://openalex.org/P4310312984","host_organization_name":"Growing Science","host_organization_lineage":["https://openalex.org/P4310312984"],"host_organization_lineage_names":["Growing Science"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Management Science Letters","raw_type":"journal-article"},{"id":"pmh:oai:doaj.org/article:1ca75d5c7c67459bbc97f2019f01133f","doi":null,"is_oa":true,"landing_page_url":"https://doaj.org/article/1ca75d5c7c67459bbc97f2019f01133f","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Management Science Letters, Vol 11, Iss 2, Pp 561-576 (2020)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.5267/j.msl.2020.9.010","doi":"https://doi.org/10.5267/j.msl.2020.9.010","is_oa":true,"landing_page_url":"https://doi.org/10.5267/j.msl.2020.9.010","pdf_url":"https://doi.org/10.5267/j.msl.2020.9.010","source":{"id":"https://openalex.org/S2737251451","display_name":"Management Science Letters","issn_l":"1923-9335","issn":["1923-9335","1923-9343"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","norway-1","poland-20"],"host_organization":"https://openalex.org/P4310312984","host_organization_name":"Growing Science","host_organization_lineage":["https://openalex.org/P4310312984"],"host_organization_lineage_names":["Growing Science"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Management Science Letters","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[{"id":"https://openalex.org/F4320323076","display_name":"Binus University","ror":"https://ror.org/03zmf4s77"}],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W3090888366.pdf","grobid_xml":"https://content.openalex.org/works/W3090888366.grobid-xml"},"referenced_works_count":120,"referenced_works":["https://openalex.org/W334597098","https://openalex.org/W1521717648","https://openalex.org/W1530589242","https://openalex.org/W1538573988","https://openalex.org/W1547661820","https://openalex.org/W1549054775","https://openalex.org/W1552351610","https://openalex.org/W1571998446","https://openalex.org/W1576276971","https://openalex.org/W1583356901","https://openalex.org/W1689771227","https://openalex.org/W1791587663","https://openalex.org/W1872316009","https://openalex.org/W1897937733","https://openalex.org/W1924429363","https://openalex.org/W1964555741","https://openalex.org/W1964725174","https://openalex.org/W1965446534","https://openalex.org/W1966328414","https://openalex.org/W1966603115","https://openalex.org/W1969883120","https://openalex.org/W1971052900","https://openalex.org/W1971425934","https://openalex.org/W1974866703","https://openalex.org/W1974868807","https://openalex.org/W1979907230","https://openalex.org/W1980336349","https://openalex.org/W1986221133","https://openalex.org/W1986811282","https://openalex.org/W1987198869","https://openalex.org/W1988885112","https://openalex.org/W1995022725","https://openalex.org/W1998673855","https://openalex.org/W2001916972","https://openalex.org/W2008419561","https://openalex.org/W2010336362","https://openalex.org/W2012376547","https://openalex.org/W2012855146","https://openalex.org/W2014049963","https://openalex.org/W2018469113","https://openalex.org/W2023669794","https://openalex.org/W2025631578","https://openalex.org/W2026368098","https://openalex.org/W2027362948","https://openalex.org/W2028763248","https://openalex.org/W2028809046","https://openalex.org/W2030477245","https://openalex.org/W2032177814","https://openalex.org/W2032496696","https://openalex.org/W2033943395","https://openalex.org/W2036063909","https://openalex.org/W2037802714","https://openalex.org/W2038773449","https://openalex.org/W2040467573","https://openalex.org/W2040577443","https://openalex.org/W2040780635","https://openalex.org/W2044181659","https://openalex.org/W2046669440","https://openalex.org/W2054920172","https://openalex.org/W2055077282","https://openalex.org/W2058599614","https://openalex.org/W2060482351","https://openalex.org/W2076361923","https://openalex.org/W2078090496","https://openalex.org/W2081774187","https://openalex.org/W2082710890","https://openalex.org/W2083053557","https://openalex.org/W2085203356","https://openalex.org/W2085858365","https://openalex.org/W2088383879","https://openalex.org/W2099230517","https://openalex.org/W2101369668","https://openalex.org/W2102467277","https://openalex.org/W2106245422","https://openalex.org/W2109827187","https://openalex.org/W2112042732","https://openalex.org/W2117384407","https://openalex.org/W2119469410","https://openalex.org/W2125700060","https://openalex.org/W2126622066","https://openalex.org/W2129277960","https://openalex.org/W2130888518","https://openalex.org/W2131568786","https://openalex.org/W2140648785","https://openalex.org/W2142418121","https://openalex.org/W2142603858","https://openalex.org/W2144336601","https://openalex.org/W2146601354","https://openalex.org/W2147322718","https://openalex.org/W2150563888","https://openalex.org/W2151167663","https://openalex.org/W2152103757","https://openalex.org/W2154253302","https://openalex.org/W2162949055","https://openalex.org/W2167907212","https://openalex.org/W2168569455","https://openalex.org/W2183447023","https://openalex.org/W2191835495","https://openalex.org/W2258472374","https://openalex.org/W2320579341","https://openalex.org/W2331908834","https://openalex.org/W2338144070","https://openalex.org/W2345282207","https://openalex.org/W2347155695","https://openalex.org/W2462573789","https://openalex.org/W2490232945","https://openalex.org/W2549874424","https://openalex.org/W2598563447","https://openalex.org/W2605763347","https://openalex.org/W2611897969","https://openalex.org/W2729321826","https://openalex.org/W2783809509","https://openalex.org/W2785108436","https://openalex.org/W2787797870","https://openalex.org/W2800458182","https://openalex.org/W2886018242","https://openalex.org/W2888905165","https://openalex.org/W2906860796","https://openalex.org/W2992906311","https://openalex.org/W3125976894"],"related_works":["https://openalex.org/W2787797870","https://openalex.org/W3035976847","https://openalex.org/W4327980617","https://openalex.org/W4388297880","https://openalex.org/W4385522182","https://openalex.org/W3046113714","https://openalex.org/W1539290546","https://openalex.org/W4410059527","https://openalex.org/W4403542297","https://openalex.org/W2961504591"],"abstract_inverted_index":{"Recently,":[0],"the":[1,14,60,109],"importance":[2],"of":[3,16],"service":[4,63,111],"quality":[5],"in":[6,59],"various":[7],"industries":[8],"has":[9],"gained":[10],"much":[11],"attention.Along":[12],"with":[13,84],"development":[15],"technology,":[17],"firms":[18],"offer":[19],"self-service":[20,69],"technology":[21,70],"to":[22,30,43,113],"serve":[23],"customers":[24],"and":[25,52,95,100,123],"create":[26],"customer":[27,48],"satisfaction.This":[28],"aims":[29,42],"achieve":[31],"positive":[32,120],"behavioral":[33,39,50,53,93,96,121,124],"intention,":[34,51,94],"which":[35],"could":[36],"potentially":[37],"become":[38],"loyalty.This":[40],"study":[41],"analyze":[44],"how":[45],"SST-Servqual":[46,90],"affects":[47],"satisfaction,":[49,92,119],"loyalty":[54],"mediated":[55],"by":[56],"corporate":[57],"reputation":[58],"Indonesian":[61,110],"public":[62],"sector.We":[64],"collected":[65],"data":[66],"from":[67],"400":[68],"users":[71],"through":[72,102],"an":[73],"online":[74],"survey.To":[75],"answer":[76],"all":[77],"hypotheses,":[78],"we":[79],"use":[80],"Structural":[81],"Equation":[82],"Modeling":[83],"Lisrel":[85],"8.71.The":[86],"results":[87],"prove":[88],"that":[89],"affected":[91],"loyalty,":[97],"both":[98],"directly":[99],"indirectly,":[101],"company":[103],"reputation.This":[104],"research":[105],"provides":[106],"knowledge":[107],"for":[108,117],"industry":[112],"build":[114],"new":[115],"technologies":[116],"increasing":[118],"intentions,":[122],"loyalty.":[125]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":5},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":4},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":1}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2020-10-08T00:00:00"}
