Service Providers and Evaluating Them Based on Service Quality, Value Proposition, Customer Experience, Brand Equity, and Agility Indicators
DOI:
https://doi.org/10.51699/cajitmf.v7i1.1149Keywords:
Competitiveness, Service Quality, Value Proposition, Customer Experience, Brand Equity, Responsiveness, Composite Index, PLS-SEM, Service ManagementAbstract
This paper identifies a structured system of factors that shape the competitiveness of service providers and proposes an assessment methodology based on five integrated indicator blocks: service quality, value proposition, customer experience, brand equity, and speed/responsiveness. The theoretical foundation draws on service-dominant logic, the service-profit chain, resource-based theory, and brand equity frameworks. An operational measurement model is developed using survey scales (Likert), operational metrics (waiting time, response speed, fulfillment lead time), and market-outcome proxies (repurchase intention, recommendation likelihood). The "Results" section provides tables and conceptual figures: a macro-meso-micro factor matrix, an indicator catalog, an index computation workflow, and illustrative PLS-SEM/SEM outputs. The paper concludes with actionable guidance for prioritizing key competitiveness drivers and establishing a transparent, replicable monitoring system.
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