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Thematische Bibliographien / Customer service / Zeitschriftenartikel

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Zeitschriftenartikel zum Thema „Customer service“

Autor: Grafiati

Veröffentlicht am 4. Juni 2021

Zuletzt aktualisiert am 25. Juli 2025

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Dr., P.B. Mene. "Service quality Aspects in Information Science." International Journal of Advance and Applied Research 10, no. 3 (2023): 600–602. https://doi.org/10.5281/zenodo.7748517.

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Service quality is a critical element of customer perceptions and customer satisfaction. In the case of pure services, like health care, financial services, education, etc, service quality will be the dominant element in customers evaluations. In cases in which customer services are offered in combination with a physical product like, IT services, auto services service quality may also be very critical in determining customer satisfaction. The measurement of subjective aspects of customer services depends on the conformity of the expected benefit with the perceived result. This depends upon th

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Dr., P.B. Mene. "Service quality Aspects in Information Science." International Journal of Advance and Applied Research 10, no. 3 (2023): 746–48. https://doi.org/10.5281/zenodo.7788398.

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Service quality is a critical element of customer perceptions and customer satisfaction. In the case of pure services, like health care, financial services, education, etc, service quality will be the dominant element in customers evaluations. In cases in which customer services are offered in combination with a physical product like, IT services, auto services service quality may also be very critical in determining customer satisfaction. The measurement of subjective aspects of customer services depends on the conformity of the expected benefit with the perceived result. This depends upon th

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Desrinawati Tindaon and Sudianto Manullang. "Analisis Sistem Antrian Pada Masa Pasca Covid’19 Dengan Model Multi Channel-Multi Phase Dalam Optimalisasi Pelayanan Nasabah Bank BRI Unit Aek Kanopan (Labura)." Student Scientific Creativity Journal 1, no. 3 (2023): 179–89. http://dx.doi.org/10.55606/sscj-amik.v1i3.1357.

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Administrative and banking services at PT. Bank BRI Unit Aek Kanopan (Labura) has 2 services consisting of teller services and customer service services. Teller services and customer service services often experience queues of customers coming and making service transactions. This study aims to determine the optimal level of the queuing system for teller service and customer service with the help of C Sharp application. This study discusses the shape of the queuing model. The queuing model used is Multi Channel-Multi Phase with the control notation type (M/G/2)∶ (FIFO/∞/∞). The Multi Channel-M

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Achmad Rasyid Jauhari, Hanif, and Mujahid Shiroth Rasyid Jauhari. "CUSTOMER SERVICE STRATEGY IN INCREASING THE NUMBER OF CUSTOMERS AT BANK BJB SYARIAH BRAGA BRANCH OFFICE." Journal of Public Administration 1, no. 1 (2022): 1–8. http://dx.doi.org/10.61317/jc.v1i1.7.

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Very tight competition in the world of banking services business has forced banking service companies to compete for the hearts of customers. Every company wants to maintain its presence in customers in order to survive and expand market share. To be able to entering the market, the company is required to meet customer needs by improving services. Bank bjb Syariah Braga Branch Office preparing staff employees who are able to handle their customers, which is usually called customer service. Customer service has the main task of providing services and fostering good relations with customers, the

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Wahyuni, Alida, Mungky Hendriyani, and Intan Nurhasanah. "PERANAN CUSTOMER SERVICE DALAM MENINGKATKAN JUMLAH NASABAH PADA PT. BANK PEMBANGUNAN DAERAH JAWA BARAT DAN BANTEN, TBK. CAPEM PAMULANG TANGERANG SELATAN." REMITTANCE: JURNAL AKUNTANSI KEUANGAN DAN PERBANKAN 3, no. 1 (2022): 22–28. http://dx.doi.org/10.56486/remittance.vol3no1.186.

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This research aims to analyze the role of customer service in increasing the number of customers PT. Bank BJB, Tbk. Kantor Cabang Pembantu Pamulang. A customer is a person directly dealing with or in direct contact with the customer, customer service has a responsible role in the service and smoothness of the bank, and understands the work to be carried out, especially related to service to customers. Serving the customer is a very necessary attitude of customer service that can increase customer interest and ability to communicate well with customers. The results prove the role of customer se

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Nelly, Nelly. "KOMPONEN MANAJEMEN JASA TERPADU TERHADAP KEPUASAN NASABAH TABUNGAN PADA PT. BANK DANAMON INDONESIA, TB CABANG MESJID LAMA PALEMBANG." Jurnal Ilmiah Ekonomi Global Masa Kini 7, no. 1 (2016): 13–17. http://dx.doi.org/10.36982/jiegmk.v7i1.99.

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The study aimed to determine the components of integrated management services simultaneously and partially on customer satisfaction savings in PT Bank Danamon Indonesia, Tbk Palembang branch of the Mesjid Lama and to know the components of an integrated service management is a dominant influence on customer satisfaction savings. The study was conducted on customers of Bank Danamon branches of the Mesjid LamaÂ special BDI Palembang active customers savings of up Desember 2015 as many as 93 customers using purposive sampling method. Data analysis techniques used were Linear Multiple Regression a

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Rahayu, Sri, and Lela Nurlaela Wati. "PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA TERHADAP LOYALITAS PELANGGAN." Jurnal Ekobis : Ekonomi Bisnis & Manajemen 8, no. 2 (2020): 117–22. http://dx.doi.org/10.37932/j.e.v8i2.41.

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This study aims to analyze empirical evidence of the effect of service quality on customer satisfaction and its impact on customer loyalty at PT Indovisual Service Solution Jakarta. Samples in this study were 124 customers, probability sampling techniques, namely sampling techniques that provide equal opportunities for each element (member) of the population to be selected as sample members. Analysis of the data used is Structural Equation Modeling (SEM). empirical research results Service quality has a positive and significant effect on customer satisfaction. These results indicate that by im

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Kurnia, Fachreza Eka, Achsania Hendratmi, Saiful Anam, and Muhammad Nur Miftakhul Ivanda. "Pengaruh Kualitas Pelayanan Islam terhadap Loyalitas Pelanggan dengan Mediasi Kesenangan Pelanggan pada Penginapan Syariah di Mojokerto." Jurnal Ekonomi Akuntansi dan Manajemen 22, no. 2 (2023): 161. http://dx.doi.org/10.19184/jeam.v22i2.39501.

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This study's objective is to investigate the relationship between the quality of sharia-compliant customer service and the degree of customer loyalty, with the satisfaction of customers serving as a moderating variable. The participants in this study were customers who had previously utilised the services provided by sharia inns in Mojokerto. The research was carried out in a number of sharia inns in Mojokerto. The data analysis technique uses Regression Path Analysis. The empirical research results prove that service quality influences customer loyalty and customer satisfaction, and customer

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Farkhan Himie. "Inovasi Pelayanan Pelanggan Berbasis Hasil Indeks Kepuasan Masyarakat (IKM) Di Perusahaan Umum Daerah Air Minum Tirta Moedal Kota Semarang." MIMBAR ADMINISTRASI FISIP UNTAG Semarang 20, no. 1 (2023): 311–24. http://dx.doi.org/10.56444/mia.v20i1.813.

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Improving public services becomes an inevitability for government agencies as public service organizers. No exception for Tirta Moedal Drinking Water Perumda Semarang City, as a Regional Owned Enterprise (BUMD) is also inseparable from the demands of improving the quality of service to customers. Customer service innovation is a response to service problems that do not satisfy the community as customers. Customer dissatisfaction with customer complaints, information services and new connect services is very dominant for customer complaints. The Community Satisfaction Index (IKM) is one of the

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Lindberg-Repo, Kirsti, and Apramey Dube. "Customer Value Dimensions in E-Healthcare Services." International Journal of E-Services and Mobile Applications 7, no. 4 (2015): 17–29. http://dx.doi.org/10.4018/ijesma.2015100102.

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Healthcare services have been extensively researched for customer value creation activities. There has been, however, limited attention on the dimensions of customer value, as reported by customers themselves, in e-healthcare services. The purpose of this paper is to investigate customer value dimensions in which customers experience e-healthcare services. Narrative techniques were used to investigate customer experiences of e-healthcare services offered by eight private Finnish providers. The findings show that customers evaluate e-healthcare services in four value dimensions: 1) The outcome

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Muhammad Yuda Hendrawan, Aqwa Naser Daulay, and Budi Harianto. "Analysis of the Effect of Service Quality and Customer Satisfaction on Customer Loyalty Through Customer Engagement." Jurnal Manajemen Bisnis 11, no. 2 (2024): 1247–66. http://dx.doi.org/10.33096/jmb.v11i2.894.

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ABSTRACT The purpose of this study was to analyze the effect of service quality, satisfaction on customer loyalty through customer engagement AHHAS Workshop PT Buana Jaya Lestari. The sample in this study were 100 customers of AHHAS workshop PT Buana Jaya Lestari. Data collection was carried out through surveys using valid and reliable research instruments. Data analysis using path analysis assisted with the help of Smart PLS (Partial Least Square) software version 4.1.0.3. The results of this study indicate that customer satisfaction and customer engagement have a positive influence on custom

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Chen, Qiang, and Xin Ming Xiang. "Research and Analysis of IT Customer Service System Structure." Applied Mechanics and Materials 513-517 (February 2014): 2086–89. http://dx.doi.org/10.4028/www.scientific.net/amm.513-517.2086.

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The core ideal of IT customer service management is that all business activities of the enterprise shall base on fulfilling with customers needs, and treat providing products or services tailored to customers needs as the enterprises obligation, and treat customers satisfaction as the enterprises objective. By referencing to international standard theory in ISO20000 and combining with the real work situation of IT customer service, this article analyses and gives the overall structure and main contents of IT customer service system, and aimed at planning service catalogues, service specificati

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Tantonio, Michael Claudius, Adil Fadillah, and Sulistiono Sulistiono. "Prosedur Pelayanan Customer Service Pada PT Bank Rakyat Indonesia Unit Cijeruk." Jurnal Aplikasi Bisnis Kesatuan 4, no. 2 (2024): 263–72. http://dx.doi.org/10.37641/jabkes.v4i2.1891.

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Customer Service is an art that combines human emotions, behavior, understanding, feelings, and impressions from the customer's point of view. Customer satisfaction will increase through the provision of good service, thus making customers loyal and having a positive impact on the business. which makes customers use the company's products and services repeatedly and contributes to the profit desired by the business at the bank.The purpose of this discussion is to understand Customer Service services provided to customers, know the problems or obstacles faced and understand the alternatives in

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Terziev, Venelin, Vanya Banabakova, and Marin Georgiev. "Standards and customer service: employees behavior towards customers." Journal of Innovations and Sustainability 3, no. 3 (2017): 27–37. http://dx.doi.org/10.51599/is.2017.03.03.27.

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Ensuring effective customer service requires targeted efforts in a number of areas, one of which is to develop service standards for each market segment. The development and implementation of standards requires the organization to accurately determine customer service types, the cost of providing alternative services, and measures for measuring and controlling the services provided. At the core of the developed and implemented standards is the development and establishment of the customer service policy, which should start with a consumer demand analysis. The definition of customer service lev

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Gonçalves, Luisa, Lia Patrício, Jorge Grenha Teixeira, and Nancy V. Wünderlich. "Understanding the customer experience with smart services." Journal of Service Management 31, no. 4 (2020): 723–44. http://dx.doi.org/10.1108/josm-11-2019-0349.

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PurposeThis article provides an in-depth understanding of customer experience with smart services, examines customer perceptual responses to smart and connected service environments and enriches this understanding by outlining how contextual factors (in terms of goals, activities, actors and artifacts) influence the customer experience.Design/methodology/approachThis study adopts a qualitative approach in order to understand customer experience in the smart energy service setting. Semi-structured interviews and focus groups were conducted with 31 participants forming three groups of energy ser

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Meshal Saeed S, Alshahrani, Alshahrani Bander Sayaf Z, and Alshahrani Ahmed Saeed A. "Does customer service matter? A customer perception of bank services in Islamic countries." International Journal Of Innovation And Economic Development 1, no. 2 (2015): 29–38. http://dx.doi.org/10.18775/ijied.1849-7551-7020.2015.12.2004.

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This paper aims to explore the possible usefulness of a combined multi-attribute and SERVQUAL service quality model in analyzing how bank customers perceive service quality. Using a survey, the authors measured how customers in one region in a major Saudi Arabia bank perceived service quality. Responses were analyzed with reference to both multi-attribute service quality and SERVQUAL models. The combined model seems to provide some guidance regarding how bank customers perceive service quality. The finding of several items reveals that customers are difficult to please. However, substantial he

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Wijaya, Ida bagus Surya, and Kastawan Mandala. "PENGARUH KUALITAS PELAYANAN TERHADAP PERSEPSI NILAI NASABAH YANG DIMEDIASI OLEH PERSEPSI RISIKO STUDI PADA NASABAH LPD PERERENAN KABUPATEN BADUNG." E-Jurnal Manajemen Universitas Udayana 7, no. 5 (2018): 2652. http://dx.doi.org/10.24843/ejmunud.2018.v07.i05.p14.

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The risks faced by customers when using the services of LPD, with attention to and maintain the quality of the company provided to customers will be added value to the LPD. The purpose of this study to determine the effect of service quality on the perception of customer value mediated by risk perception. This research was conducted at LPD Pererenan Kabupaten Badung. The sample used is 100 customers. The technique of this research is purposive sampling and analysis technique used is path analysis technique. Quality of service has a positive and significant impact on the perception of value. Pe

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Amorim, Marlene, Maria João Rosa, and Sandra Santos. "Managing Customer Participation and Customer Interactions in Service Delivery: the Case of Museums and Educational Services." Organizacija 47, no. 3 (2014): 166–75. http://dx.doi.org/10.2478/orga-2014-0015.

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AbstractBackground and Purpose – In this study we investigate determinants of customers’ quality perceptions in service processes which involve customer participation and customer to customer interaction (CCI). Building on existing multidimensional approaches to service quality we explore relevant quality aspects for related to the performance customer participation and CCI.Design/Methodology/Approach – The study builds on focus groups conduct with employees and customers of a leading provider of educational and science services, which offered a portfolio of service activities requiring very d

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Nneka Adaobi Ochuba, Enyinaya Stefano Okafor, Olatunji Akinrinola, Olukunle Oladipupo Amoo, and Favour Oluwadamilare Usman. "ENHANCING CUSTOMER SERVICE IN SATELLITE TELECOMMUNICATIONS: A REVIEW OF DATA-DRIVEN INSIGHTS AND METHODOLOGIES FOR PERSONALIZED SERVICE OFFERINGS." International Journal of Management & Entrepreneurship Research 6, no. 3 (2024): 582–93. http://dx.doi.org/10.51594/ijmer.v6i3.846.

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Enhancing customer service in satellite telecommunications is a critical focus area for companies seeking to differentiate themselves in a competitive market. This Review reviews data-driven insights and methodologies aimed at delivering personalized service offerings to satellite telecommunications customers. Personalized service offerings leverage data analytics to tailor services to individual customer needs and preferences. By analyzing customer data, such as usage patterns, service history, and feedback, satellite telecommunications companies can gain valuable insights into customer behav

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Calvo-Porral, Cristina, and Jean-Pierre Lévy-Mangin. "An emotion-based segmentation of bank service customers." International Journal of Bank Marketing 38, no. 7 (2020): 1441–63. http://dx.doi.org/10.1108/ijbm-05-2020-0285.

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PurposeEmotional and affective responses are experienced during service use that determine customer behavior; and for this reason, bank services require an better understanding of the emotions customers feel in service experiences. This research aims to examine whether different customer segments exist in the bank services industry, based on the emotions they experience when using the service.Design/methodology/approachThe factors were examined through confirmatory factor analysis (CFA). Then, two-step clustering analysis was developed for customer segmentation on data from 451 bank service cu

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Salhieh, Sa’Ed M. "Modeling the rationality of customers’ switching mobile services behavior." International Journal of Engineering Business Management 11 (January 1, 2019): 184797901986541. http://dx.doi.org/10.1177/1847979019865411.

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This article analyzes the rationality of customer’s behavior when switching mobile services. Customer rationality is manifested by selecting the service provider capable of delivering the highest amount of benefits to the customer. A model based on multinomial logistics regression that makes use of the rational choice theory is developed to emulate customers’ service switching behavior and predicts the probability of switching mobile services. Customer rationality is assessed by comparing the choice predicted by the model with the true choice of customers and rationality is considered as achie

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., Wahyudi, and Endang Ruswanti. "The Effect of Service Quality, Trust and Satisfaction of Banks Customer Loyalty." International Journal of Research and Review 8, no. 4 (2021): 293–307. http://dx.doi.org/10.52403/ijrr.20210436.

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One of the necessities of life that is no less important in this era is the need for banking services. The number of competitors in the same type of banking makes competitors competing to get the attention of customers, which customers are now more intelligent to determine their choices. Therefore, banking service companies need to have the right strategy in order to prevent customers from moving to other competitors. Banking companies must be able to provide quality services so that it will have an impact on customer loyalty. For more details, the purpose of this study is to look at the effec

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Du, Wangbin. "Neural Network in Aircraft Customer Satisfaction Prediction." Advances in Economics, Management and Political Sciences 38, no. 1 (2023): 19–29. http://dx.doi.org/10.54254/2754-1169/38/20231879.

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The aviation service market has become increasingly competitive in recent years, and airlines are constantly seeking new ways to attract more customers and improve their market share. One effective method of assessing customer satisfaction is through evaluating the quality of airline services. In this paper, the target is to explore the influence of various airline services to customer satisfaction. The study identified four key service types that have a significant impact on customer satisfaction. These include Wi-Fi service, online boarding pass printing service, business class customer serv

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Žaptorius, Jonas. "The Expantion Model of Customer Service on Internet." International Journal of Emerging Research in Management and Technology 6, no. 10 (2017): 38. http://dx.doi.org/10.23956/ijermt.v6i10.65.

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The main idea of this article is devoted to the online customer service issues, to explore the quality of key factors and their impact on customer service quality. Several influence factors such as companies focus on customer service, creation of customer service standards, human resources, customer relationship management will be identified and analyzed. The efficient customers service online is determined by such factors as a speed of response to electronic requests, the qualification of personnel, used customer service tools, call centers, standards of customer service and recourses in comp

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Susheel, K. Indurkar. "CHALLENGES TO MAINTAIN SERVICES QUALITY IN BANKS FOR CUSTOMER RETENTION: AN INDIAN PERSPECTIVE." International Journal of Marketing & Financial Management 3, no. 6 (2015): 01–08. https://doi.org/10.5281/zenodo.10811283.

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<strong>ABSTRACT </strong>          <em>Bank plays an important role in the economic development of a country. It is financial institution that accepts deposits and channels those deposits into lending activities either directly or through capital markets. A bank connects customers which have capital deficits to those customers with capital surpluses. This industry is facing certain challenges i.e. service quality, customer satisfaction, customer retention and customer reliability. A customer service has become therefore very important and significant es

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Chhabra, Gurpreet Kaur. "Satisfying Service Customer through a Strong Service Strategy." IRA-International Journal of Management & Social Sciences (ISSN 2455-2267) 12, no. 2 (2018): 25. http://dx.doi.org/10.21013/jmss.v12.n2.p2.

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Services require a lot of customer interaction and involvement. Research in the field of service marketing suggests that this particular sector mainly earns profit from customer retention. Therefore the need of the hour is to design a strong service strategy. It is easy to get a customer through strong advertising or publicity efforts but retaining customers and keeping them delighted is almost impossible for any firm. Therefore they have to continuously keep on innovating in order to understand and surpass the rising customer expectations. But still at times despite of the best efforts of com

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Alif, Alif Arfian Syah. "A IMPLEMENTASI SERVICE EXCELLENCE OLEH CUSTOMER SERVICE PADA BMT BISMILLAH SUKOREJO." BALANCA : Jurnal Ekonomi dan Bisnis Islam 2, no. 1 (2020): 15–23. http://dx.doi.org/10.35905/balanca.v2i1.1344.

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As a well-known microfinance institution in Sukorejo, BMT Bismillah wants to always maintain its existence, by always providing service excellence to its customers so that customers become satisfied and loyal. For service excellence to be carried out, surely there must be a subject or actor who can deliver excellent service which is the main goal. The subject or actor intended is a customer service. BMT Bismillah certainly has service excellence standards that must be applied by customer service. Therefore, the authors are interested in researching how the service excellence implemented by Bis

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Kim, Soo-Jeong, and Byung-Hwan Hyun. "Effects of Psychological Variables on the Relationship between Customer Participation Behavior and Repurchase Intention: Customer Tolerance and Relationship Commitment." Economies 10, no. 12 (2022): 305. http://dx.doi.org/10.3390/economies10120305.

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The inseparability of the production and consumption of services without quality control makes it difficult to fully meet the diverse needs of customers. Despite a company’s continuous efforts to satisfy customers with perceived quality aimed at service success, if the customers’ expectations are not met, the customers will not be satisfied. This study empirically analyzed the effects of customer tolerance and relationship commitment as psychological variables on the relationship between customer participation and repurchase intentions. According to the results of the analysis, relationship be

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Henny Saraswati, Budi Sudrajat, Wahyu Hidayat, Triana Marsanda Herin, Desmiranti Rahma, and Ari Ari. "Analisis Kepuasan Nasabah Terhadap Pelayanan Bank Syariah Indonesia (BSI)." MUQADDIMAH: Jurnal Ekonomi, Manajemen, Akuntansi dan Bisnis 1, no. 3 (2023): 138–55. http://dx.doi.org/10.59246/muqaddimah.v1i3.365.

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Service is not just providing services to customers, but also understanding the needs and desires of customers. A good service must start from understanding the needs and desires of customers, providing the right solutions, always updating and improving services, listening to customer feedback, and always balanced with competitive prices and satisfying product quality. The purpose of this research is to analyze customer satisfaction on the quality of service provided by Bank Syariah Indonesia. This study uses quantitative research by collecting primary and secondary data from questionnaires. C

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Chen, Chih-Cheng Volvic, and Chih-Jou Chen. "The role of customer participation for enhancing repurchase intention." Management Decision 55, no. 3 (2017): 547–62. http://dx.doi.org/10.1108/md-06-2016-0380.

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Purpose The purpose of this paper is to examine the impact of customer participation in the service delivery process by designing and testing an empirical model with the customers’ point of view in mind. Design/methodology/approach Data are collected from 176 customers in the context of professional financial insurance services. The proposed model is analyzed with partial least squares (PLS) path modeling in SmartPLS 2.0 software. Findings The results of the study show that customer participation produces positive effects on customer satisfaction and affective commitment through the customer r

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G, Divya, and Jacklin P. "Customer Satisfaction is Banking Service." Shanlax International Journal of Commerce, 6, S1 (2019): 144–48. https://doi.org/10.5281/zenodo.2532975.

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Customer satisfaction is the main objective of any banking sector to provide quality product which help in retaining the customer. In Traditional banking the customers used to stand in a long queue to fill the forms for deposit or withdrawals but now the modern banking does not face all this difficulty it has bought modern technology to provide better satisfaction to its customers like online banking, credit card facilities, online payment and transaction. This study is to understand if the customers are satisfied with the modern technology and does the bank put an eff

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Rusdianto, Rusdianto, and Mochammad Jasin. "Dynamic Behavior of Islamic Banking Customer Loyalty in Jakarta." IQTISHADIA 14, no. 2 (2022): 179. http://dx.doi.org/10.21043/iqtishadia.v14i2.11556.

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<p>The attractiveness of Islamic banking lies in the profit-sharing system, service delivery, satisfaction, and promotion, where these components are interrelated with customers, which can influence customers to continue to choose Islamic banking services. This study aims to analyze the effect of service quality on customer satisfaction of Islamic banks, analyze the effect of service quality on customer loyalty of Islamic banks, and analyze the effect of customer satisfaction on customer loyalty of Islamic banks. The sample used in this study took the respondents of Islamic bank customer

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Heinonen, Kristina. "Multiple perspectives on customer relationships." International Journal of Bank Marketing 32, no. 6 (2014): 450–56. http://dx.doi.org/10.1108/ijbm-06-2014-0086.

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Purpose – The purpose of this paper is to describe and conceptualize customer relationships in the financial service sector, focussing on three aspects of customer-bank relationships: the financial service provider perspective, the customer-provider dyad, and the customer context. Design/methodology/approach – Through a short review of the eight papers included in this special issue, this paper illustrates different aspects of customer relationships. It explores customer value formation in the context of banking services, the dynamics and strength of customer relationships, and strategies for

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Gopi, Bagyalakshmi, and Nusrah Samat. "The influence of food trucks' service quality on customer satisfaction and its impact toward customer loyalty." British Food Journal 122, no. 10 (2020): 3213–26. http://dx.doi.org/10.1108/bfj-02-2020-0110.

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PurposeService quality has been highlighted as the vital element in fulfilling customers' needs, which contributes to the customers' evaluation on the services given. As food truck business is increasingly popular in Malaysia, it is important for the food trucks' service provider to ensure that their service quality meets the standard to satisfy the customers in order to build customer loyalty. Therefore, the aim of this study is to investigate the relationship between food trucks' service quality with customer satisfaction and its impact toward customer loyalty. The customer service was measu

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Leino, Henna M. "Secondary but significant: secondary customers’ existence, vulnerability and needs in care services." Journal of Services Marketing 31, no. 7 (2017): 760–70. http://dx.doi.org/10.1108/jsm-05-2016-0199.

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Purpose The purpose of this paper is to increase understanding of the status, vulnerability and needs of the health-care and nursing service customers’ (hereafter, care service customers’) loved ones. Design/methodology/approach The position and vulnerabilities of secondary customers of care services are studied and examples provided by reviewing empirical research reported in the care service literature. A conceptual discussion is developed on the “customer” concept in an extended sense, beyond the focal customers. The “primary customer” and “secondary customer” concepts are employed to suppl

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Lesmana, Aji, and Tengku Ezni Balqiah. "Enhancing Customer E-Loyalty and E-WOM: The Role of Electronic and Non-Electronic Service Quality and Customer Satisfaction (PLN Mobile Application)." Petra International Journal of Business Studies 6, no. 2 (2023): 201–12. http://dx.doi.org/10.9744/petraijbs.6.2.201-212.

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This study examines the relationships between six constructs: e-service quality, customer e-satisfaction service quality, customer satisfaction, customer e-loyalty, and electronic word-of-mouth (EWOM). The study collected data from 452 respondents who are customers of PLN and have used the PLN Mobile application. The study found that customer e-loyalty can be directly and indirectly influenced by service and e-service quality. Both customer satisfaction and e-satisfaction can mediate the influence of service quality and e-service quality on customer e-loyalty. Therefore, PLN needs to ensure se

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Abdullah, Nabaz Nawzad, M. Prabhu, and Masayu Binti Othman. "Analysing driving factors of customer satisfaction among telecommunication service providers in Kurdistan region." International Journal of Engineering Business Management 14 (January 2022): 184797902211114. http://dx.doi.org/10.1177/18479790221111436.

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Due to unprecedented innovation in information and communication technology, customers interact more with telecommunication service providers. Customer satisfaction is the extent of customer psychological sense and expectation towards a particular product or service. Satisfaction is a core to business success where corporates strive to fulfil them in the competitive market, where customers have more options. The lack of understanding of customer expectations created a gap between telecommunication companies operating in Kurdistan Region and subscribers. The current study intends to understand

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Hayat, Kumala, and Rahmat Daim Harahap. "Evaluation of Teller Services to Customers and Analysing Customer Satisfaction with Teller Services at BSI KCP Lauser." Muhasabatuna : Jurnal Akuntansi Syariah 6, no. 2 (2024): 219–28. https://doi.org/10.54471/muhasabatuna.v6i2.2958.

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This study discusses the effect of service quality on customer satisfaction in Islamic banks. The purpose of this writing is to know what is customer satisfaction and service quality how to measure service quality, and what are the factors that cause customer satisfaction. This writing can also be seen how the relationship between service quality and customer satisfaction. In conducting research the author uses the literature study method, the author gets references from reliable sources. The results showed that all dimensions of service quality have a significant positive effect on customer s

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Kursunluoglu, Emel. "Shopping centre customer service: creating customer satisfaction and loyalty." Marketing Intelligence & Planning 32, no. 4 (2014): 528–48. http://dx.doi.org/10.1108/mip-11-2012-0134.

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Purpose – The purpose of this paper is to analyse customer service effects in creating satisfaction and loyalty. The other antecedents of satisfaction and loyalty such as perceived value and service quality were not analysed in this research. Design/methodology/approach – Exploratory factor analysis was used to classify customer service items. Confirmatory factor analysis was not applied because of there was not any significant theory based on the classification of shopping centre customer service (SCCS). The research model was developed to show the relationships and the effects of customer se

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Nurhayati, Nurhayati, and Fatmasaris Sukesti. "PENINGKATAN LOYALITAS NASABAH BANK SYARIAH MELALUI PENINGKATAN KUALITAS LAYANAN DAN KEPUASAN NASABAH DENGAN VARIABEL RELIGIUSITAS SEBAGAI VARIABEL MODERATING (Studi pada Bank Syariah di Kota Semarang)." Economica: Jurnal Ekonomi Islam 7, no. 2 (2017): 141. http://dx.doi.org/10.21580/economica.2016.7.2.1158.

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<em>Competitive rivalry between conventional banks and Islamic banks make Islamic banks should be able to compete with conventional banks in providing good quality of service, product quality and customer satisfaction, thereby increasing the number of customers. Quality of service also can affect customer loyalty directly and indirectly. The quality of service and satisfaction to encourage customers to be loyal to a company's products and services that have an impact on the improvement of market share for a product. Quality of service and customer satisfaction, especially in service comp

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Famiyeh, Samuel, Amoako Kwarteng, and Disraeli Asante-Darko. "Service quality, customer satisfaction and loyalty in automobile maintenance services." Journal of Quality in Maintenance Engineering 24, no. 3 (2018): 262–79. http://dx.doi.org/10.1108/jqme-10-2016-0056.

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Purpose The purpose of this paper is to understand the relationship between service quality, customer satisfaction and the loyalty of car owners. The aim is to understand the relative importance of the various service quality dimensions to Ghanaian car owners as to what drive satisfaction and whether this satisfaction has implication on their loyalty. Design/methodology/approach The study used a survey of car owners and relied on partial least squares-structural equation modeling to study the relationship between service quality and its impact on customer satisfaction and loyalty. Further mode

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Eaint, Ma. "An Assessment of E-Service Quality for Online Food Delivery Services in Yangon, Myanmar." Suranaree Journal of Social Science 18, no. 1 (2022): 1–18. http://dx.doi.org/10.55766/fbuy4386.

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The purpose of this study is to understand the relationship between e-service quality and customer satisfaction, the trust and revisit intentions toward potential businesses, for Online Food Delivery services in Yangon, Myanmar. This study assesses e-service quality to examine its influence on customer satisfaction and trust. Also, the study explores the relationship between customer satisfaction, and trust and revisit intentions towards Online Food Delivery services. Regression analysis was used to find the relationship between the variables. The findings reveal that Fulfillment (FUL) has the

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Widanar, Widanarni Pudjiastuti, Dwi Danesty Deccasari, and Dicky Hermawan Putra. "PENGARUH E-SERVICE QUALITY, TERHADAP LOYALITAS PELANGGAN YANG DI MODERASI VARIABEL KEPUASAN PELANGGAN (Studi pada Pelanggan Jasa Transportasi Online Gojek di Kota Malang)." Jurnal Manajemen Dirgantara 16, no. 2 (2023): 378–84. http://dx.doi.org/10.56521/manajemen-dirgantara.v16i02.1001.

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In the face of increasingly intense competition, Go-Jek needs to innovate in order to provide better services to its customers and attract new customers. One of the methods used is optimizing service delivery through the internet, known as e-service. E-service Quality is a new version of service quality (ServQual). This study aims to analyze whether customer satisfaction can moderate the relationship between E-service Quality and customer loyalty in the online transportation service industry of Gojek in Malang. The population of this study consists of all Gojek customers in Malang. The researc

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Lova, Anggil Nopra, and Indra Budaya. "Behavioral of Customer Loyalty on E-Commerce: The Mediating Effect of E-Satisfaction in Tiktok Shop." Journal of Scientific Research, Education, and Technology (JSRET) 2, no. 1 (2023): 61–73. http://dx.doi.org/10.58526/jsret.v2i1.43.

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This study aims to find out and explain how the effect of e-service quality and e-recovery service quality on e-customer loyalty when online shopping is mediated by e-customer satisfaction at Tiktok shop, both directly and indirectly. this research is quantitative. The sampling method used was purposive sampling with a research instrument in the form of a questionnaire which was distributed to 280 respondents who had used the Tiktok shop service. The results showed that the e-services qaulity and recovery services quality had a direct effect on e-customer satisfaction and e-customer loyalty. E

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Cholis, Nur, and Rifda Fitrianty. "Analysis of The Influence of Service Quality and Customer Satisfaction on the Intention to Buy 3kg LPG at Pangkalan Rizky Inayah." INCOME: Innovation of Economics and Management 2, no. 2 (2024): 11–15. http://dx.doi.org/10.32764/income.v2i2.5012.

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Good service is the key to customer satisfaction so good service must be considered. Good service provides satisfaction and trust to customers who use the company's services or products. The purpose of this study is to find out the impact of good customer satisfaction, the benefits of good customer service satisfaction, high customer satisfaction, high customer satisfaction with purchases, and the benefits of good customer service satisfaction. Happy buying drivers. In accordance with its purpose, this research is used in many ways. The study has different independent service models, when the

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Atikah, Atik, and Doddy Mulyono. "PENGARUH KUALITAS JASA DAN HARGA TERHADAP KEPUASAN PELANGGAN CENGKARENG GOLF CLUB." Bussman Journal : Indonesian Journal of Business and Management 1, no. 1 (2021): 22–32. http://dx.doi.org/10.53363/buss.v1i1.3.

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The sample used as respondents is 75 people who are members of the Cengkareng Golf Club. The main data collection technique is by using a questionnaire regarding service quality variables, price variables and customer satisfaction variables. The data analysis technique used is correlation analysis and multiple correlation, determination coefficient analysis and simple regression analysis and multiple regression. The results of the study resulted in a conclusion that there was a significant effect of service quality on customer satisfaction at Cengkareng Golf Club. There is a significant price

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Riyanto, A., G. Sianturi, and R. Tanjung. "Analysis of Transportation Services Using Service Quality Method." Proceeding of International Conference on Business, Economics, Social Sciences, and Humanities 2 (December 1, 2021): 107–12. http://dx.doi.org/10.34010/icobest.v2i.262.

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Transportation business people try to meet customer needs by providing the best quality service and maximum facilities so that customers feel satisfied with the services that have been provided, but the quality of services that have been provided is not solely in accordance with customer expectations and perceptions. The purpose of this research is to find out how good the level of service quality has been, it is necessary to measure the service quality between customer expectations and perceptions of the service quality. The research method used is to compare customer expectations and percept

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Köcher, Sören, and Stefanie Paluch. "“My bad”: investigating service failure effects in self-service and full-service settings." Journal of Services Marketing 33, no. 2 (2019): 181–91. http://dx.doi.org/10.1108/jsm-03-2018-0096.

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PurposeCompanies in diverse branches offer a variety of service alternatives that typically differ in terms of the degree to which customers are actively involved in service delivery processes. The purpose of this paper is to explore potential differences in consumers’ reactions to service failures across services provided by a service employee (i.e. full-services) and services that require customers’ active involvement (i.e. self-services).Design/methodology/approachTwo 2 (full-service vs self-service) × 2 (no service failure vs service failure) scenario-based experiments in technological and

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Long, Pham, and Phan Dien Vy. "Internet Banking Service Quality, Customer Satisfaction and Customer Loyalty." International Journal of Strategic Decision Sciences 7, no. 1 (2016): 1–17. http://dx.doi.org/10.4018/ijsds.2016010101.

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Service quality is one of the key factors in determining the success or failure of e-banking. To gain and sustain competitive advantages in the rival-driven e-banking market, it is thus crucial for e-banks to understand in-depth what customers perceive to be the key dimensions of service quality and what impacts the identified dimensions have on the customers' perceived overall service quality, satisfaction, and loyalty. This paper attempts, based on an extensive review of relevant literature, to provide a model integrating internet banking service quality dimensions, overall internet banking

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Zhao, Huan, and Qiu Hong Wu. "Custom Service Support Management Information System." Applied Mechanics and Materials 687-691 (November 2014): 4840–43. http://dx.doi.org/10.4028/www.scientific.net/amm.687-691.4840.

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In the era of the Internet as the core of globalization the interaction of enterprises, enterprises are faced with a series of thorny issues about how to make social relations resources into corporate sales and development resources. In the past Management strategy is from product-centric to customer-centric. If the companies want to survival and development, we must establish a good relationship with closely customers. By a good corporate credit, high quality products, quality service, to attract new and old customers to standardize the management, warm and caring, and efficient services to s

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