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Winowatan, Wim J. Winowatan, I. Putu Suarta, and Murdiani Sukarana. "Customer Satisfaction on Barista Service." Journal of Asian Multicultural Research for Economy and Management Study 2, no. 4 (November 25, 2021): 33–38. http://dx.doi.org/10.47616/jamrems.v2i4.182.
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This study aims to determine consumer satisfaction with barista services. The method in this study is qualitative using a descriptive approach. The method of data collection in this study was done through observation, interviews with a list of questions and documentation. The results of the study show that consumer satisfaction with barista services in general is satisfied with the barista services and coffee drinks served, but most of the guests who visit are only coffee drinkers, not coffee connoisseurs. This needs to be followed up so that consumers or guests can better understand the existence and services of Baristas, this is because consumers or guests are only coffee drinkers, not coffee connoisseurs and only choose the type of coffee provided. The existence of the Barista and the services available at the cafe only provide coffee based on the needs of consumers or guests and there is still a lack of availability of very limited and expensive equipment that must be spent for each equipment needed.
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Vahlepy, Rheza, Winarno Winarno, Fahriza Nurul Azizah, and Dimas Nurwinata Rinaldi. "CUSTOMER SATISFACTION ANALYSIS ON SALES ENGINEERING SERVICE USING SERVQUAL AND FACTOR ANALYSIS IN PACKAGING INDUSTRY." BAREKENG: Jurnal Ilmu Matematika dan Terapan 16, no. 2 (June 1, 2022): 663–74. http://dx.doi.org/10.30598/barekengvol16iss2pp663-674.
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To achieve client satisfaction, every company must be able to do its best. Companies must be able to provide services that meet or surpass their consumers' expectations to achieve customer satisfaction. As a result, the goal of this research is to look at client satisfaction with the Sales Engineer services that have been delivered. Reliability, responsiveness, assurance, empathy, and tangible customer satisfaction at PT XYZ are the characteristics used in this study. 150 consumers who were served by Sales Engineers provided the data for this study. To perform data processing, this research used SERVQUAL and Factor Analysis for determining customer satisfaction. Based on the findings of the data processing with SERVQUAL, it has been determined that two variables, Assurance, and Empathy, are capable of bringing consumer satisfaction. Based on the overall analysis using Factor Analysis, it can be concluded that the majority of the services provided by the Sales Engineer are able to meet the expectations of customers, particularly in terms of the most important factor in the emergence of customer satisfaction, to encourage these customers to be loyal to the company. Customers, as well as being responsible for and the ultimate action taken by sales in response to consumer complaints.
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Beqaj, Besim, Arta Krasniqi, and Valon Beqaj. "Consumer Satisfaction on Online Services in Kosovo." Zagreb International Review of Economics and Business 22, s2 (December 1, 2019): 39–53. http://dx.doi.org/10.2478/zireb-2019-0026.
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Abstract This paper aims to analyse and examine consumer behaviour based on different variables (age, gender, level of education, income, customer care, delivery time), and the impact of those variables on consumer satisfaction on domestic and foreign online services in Kosovo. The data represented in the paper have been collected on 2017 and 2019. The majority of demographic variables (except gender and income) as independent variables have shown to be significant in explaining consumer satisfaction from online services. On the contrary, the level of customers’ gender and income have shown to be statistically insignificant (p=0.143 and p=0.264 respectively; where α=5%). In addition, income has shifted from being insignificant in 2017 to significant in 2019. It can be inferred that the strongest correlation has shifted towards the price level of the 4 P’s of Marketing with total customer satisfaction from online services (r=.996), followed by customer care (r=.990).
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Aswati, Tika, Anton Tirta Komara, Rd Okky Satria, and Nita Yura Roslina. "Pengaruh Kualitas Pelayanan Dan Citra Perusahaan Terhadap Kepuasan Konsumen." Acman: Accounting and Management Journal 2, no. 1 (February 25, 2022): 1–10. http://dx.doi.org/10.55208/aj.v2i1.26.
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This study aims to determine the magnitude of the influence of service quality and corporate image on customer satisfaction at one of the delivery service companies in the city of Bandung. Respondents are customers who use delivery services as many as 90 customers. Researchers used path analysis techniques to determine the magnitude of the influence of service quality and corporate image on customer satisfaction. The calculation results show a significant effect of service quality and company image on customer satisfaction. Recommendations from the study results suggest that optimizing consumer satisfaction felt by consumers should make consumers loyal to shipping service products so that consumers are reluctant to switch to using other shipping service products. Furthermore, with service improvements that make consumers loyal, consumers will likely be willing to pay more for the services they feel.
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Yudha, Eka Purna, Afif Ahmad Rifai, and Aqila Shafa Adela. "ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK DAN KUALITAS PELAYANAN RESTORAN CEPAT SAJI McDONALD’S." Mimbar Agribisnis: Jurnal Pemikiran Masyarakat Ilmiah Berwawasan Agribisnis 8, no. 2 (August 4, 2022): 1003. http://dx.doi.org/10.25157/ma.v8i2.7558.
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The quality of a product and service to consumers is a major concern in the trade and service industry. One of the efforts that can be done in increasing the competitiveness of the company is to increase customer satisfaction. The purpose of this study is to 1) determine consumer interest in the products and services provided by McDonald's, 2) analyze the performance of McDonald's in providing satisfaction to its customers, 3) analyze the level of customer satisfaction regarding the products and services provided. The data collection carried out in this study was carried out by distributing 50 questionnaires to McDonald's consumers. Importance Performance Analysis method is used to analyze the effect of product quality and service quality on customer satisfaction. The Customer Satisfaction Index method is used to measure the overall level of customer satisfaction. The results of this study indicate that consumers.
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Saribanon, Euis, Rohana Sitanggang, and Amrizal Amrizal. "KEPUASAN PENGGUNA JASA TRANSPORTASI UNTUK MENINGKATKAN LOYALITAS." JURNAL MANAJEMEN TRANSPORTASI DAN LOGISTIK 3, no. 3 (June 12, 2017): 317. http://dx.doi.org/10.25292/j.mtl.v3i3.81.
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This study aims to analyze and describe the direct and indirect effects between service quality and ticket fare through customer satisfaction to achieve customer loyalty of Perum DAMRI Land Transport service at central office /Prime Pull Perum Damri in Jakarta. The population is Perum DAMRI customers who have used the services of Perum DAMRI several times for several destinations. While the sample is Perum DAMRI customers in the Region of DKI Jakarta of 125 respondents, using purposive sampling. The analysis used in this research is Path Analysis Method. The calculations indicate that the variables of service quality to customer satisfaction is significant. Based on calculations, it is indicated that the ticket fare variable to consumer satisfaction is significant. Consumer satisfaction can be an intervening variable between service quality and loyalty of consumers. Consumer satisfaction can be an intervening variable between the ticket fare to the customers’ loyalty. Based on the test results, the variable of consumer satisfaction on customer loyalty is significant, Adjusted R Square (R2) of 0.981 shows that 98.1 % of the variance or consumer loyalty is determined by the independent variables and intervening variables in the regression equation
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Saribanon, Euis, Rohana Sitanggang, and Amrizal Amrizal. "KEPUASAN PENGGUNA JASA TRANSPORTASI UNTUK MENINGKATKAN LOYALITAS." Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) 3, no. 3 (November 7, 2016): 317. http://dx.doi.org/10.54324/j.mtl.v3i3.81.
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This study aims to analyze and describe the direct and indirect effects between service quality and ticket fare through customer satisfaction to achieve customer loyalty of Perum DAMRI Land Transport service at central office /Prime Pull Perum Damri in Jakarta. The population is Perum DAMRI customers who have used the services of Perum DAMRI several times for several destinations. While the sample is Perum DAMRI customers in the Region of DKI Jakarta of 125 respondents, using purposive sampling. The analysis used in this research is Path Analysis Method. The calculations indicate that the variables of service quality to customer satisfaction is significant. Based on calculations, it is indicated that the ticket fare variable to consumer satisfaction is significant. Consumer satisfaction can be an intervening variable between service quality and loyalty of consumers. Consumer satisfaction can be an intervening variable between the ticket fare to the customers’ loyalty. Based on the test results, the variable of consumer satisfaction on customer loyalty is significant, Adjusted R Square (R2) of 0.981 shows that 98.1 % of the variance or consumer loyalty is determined by the independent variables and intervening variables in the regression equation
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Reza, Fakhri, Ujang Sumarwan, and Hartoyo Hartoyo. "SATISFACTION, PURCHASING BEHAVIOR, AND CUSTOMER LOYALTY OF BUTIK EMAS LOGAM MULIA." Journal of Consumer Sciences 4, no. 2 (August 31, 2019): 90–107. http://dx.doi.org/10.29244/jcs.4.2.90-107.
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This research study aims to highlights the factors of customer loyalty based on satisfaction, consumer buying behavior at Butik Emas Logam Mulia (BELM) Pulogadung. Using the SERVQUAL services model to analyze quality of services by descriptive statistics method. This study was conducted using 200 respondents selected by purposive. Tangible, empathy, responsiveness, reliability, and assurance (Service Quality Dimensions) were the variables considered for this study. The research found that reliability and responsiveness (not empathy, tangibility, and assurance) impact consumer satisfaction which increases the frequency of purchasing. It explains, a negative relationship between satisfaction and loyalty intensions. Furthermore, both loyalty and satisfaction effects weaken with increased prior consumption experiences, related on organizational issues. Thus, when the customers invest in satisfaction, managers should consider their individual marginal impacts on loyalty and distinguish between consumers with reference to their prior consumption experiences. The managerial implication in marketing strategies to increase customer loyalty, consumer satisfaction is directly related to provide fast, precise, and friendly services in accordance with established service standards. Moreover, the research study concludes that image of a service provider, loyalty of consumers, consumer expectations, perceived value, perceived quality and the way complains are handled are very important factors that determine consumer loyalty levels.
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Stephanie, Weny, Yuliana, William Vincent, and Fahmi Sulaiman. "Pengaruh Kualitas Jasa terhadap Kepuasan Pelanggan di Prima Elektronik Medan." ARBITRASE: Journal of Economics and Accounting 2, no. 2 (November 30, 2021): 40–45. http://dx.doi.org/10.47065/arbitrase.v2i2.283.
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The increasing intensity of competition requires companies to always pay attention and try to meet the needs and desires of customers by providing better services than competitors. Service is defined as an appearance performance, intangible and quickly lost, more can be felt than owned, and consumers can directly consume the service. The best service quality will lead to customer satisfaction. In addition, creating and building consumer trust is also one of the most important factors in creating consumer loyalty. Loyalty leads to repeat purchases, recommendations, and an increased proportion of purchases. Prima Elektronik is a business entity engaged in computer and printer repair services for HP brand products (Hewlett Packard) and has been trusted to be an HP Service Center in Medan City. The purpose of this research is to determine the effect of Service Quality on Customer Satisfaction at Prima Elektronik Medan. The results show that service quality affects customer satisfaction at Prima Elektronik Medan. In R square (R2) shows the coefficient of determination is 67% where the Service Quality variable can explain the Customer Satisfaction variable, while the remaining 33% is explained by other variables not examined. by this research. As a suggestion, Prima Elektronik is expected to continue to improve the quality of services in order to achieve customer satisfaction so that organizational goals can be achieved
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Singh, Padmalini, K. S. Srinivasa Rao, Angela Yi Wen Chong, Daisy Mui Hung Kee, Adrianie Jinietia Jimmy, Aileen Chun Yueng Hong, Ashutosh Verma, et al. "The Influence of Consumer Behavior on Brand Success: A Case Study of Panasonic Corporation." Asia Pacific Journal of Management and Education 4, no. 2 (July 21, 2021): 6–19. http://dx.doi.org/10.32535/apjme.v4i2.1066.
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The objective of this study is to investigate the influence of consumer behavior on brand success. Consumer behavior is a study of consumers and their methods to choose, consume, and dispose of products and services, including their social, cognitive, and developmental progress. Panasonic Corporation may face the issues of consumer behavior which affects customer satisfaction and loyalty affecting the company’s development. This paper presents the factors of consumer behavior that may bring Panasonic to its success. The findings provide particular qualities to enhance the opportunity of increasing its customer satisfaction and guidance for potential development.
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Wang, Weihua, and Saebum Kim. "Lady first? The gender difference in the influence of service quality on online consumer behavior." Nankai Business Review International 10, no. 3 (August 5, 2019): 408–28. http://dx.doi.org/10.1108/nbri-07-2017-0039.
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Purpose This paper aims to articulate the gender differences in the influence of service quality on online consumer behavior. Design/methodology/approach Through data collected via a Web-based questionnaire survey from 330 consumers in China, this study builds and analyzes a structural equation model, using five dimensions of E-service quality, customer satisfaction and customer loyalty, and focuses on the moderation test of gender. Findings This study finds that first, efficiency dimension of e-service quality is of same importance for male and female customers; second, there are significant gender differences in the responsiveness and reliability dimensions of E-service quality, which affect customer satisfaction; third, the impact of female customer satisfaction on customer loyalty is stronger than for male customers. Practical implications Online retailers with limited service resources should preferentially respond to service requests from male customers and provide more reliable services for female consumers under the same condition. Originality/value The research validated the applicability of self-regulation theory in online consumer behavior, explored the occurrence stage and characteristics of gender differences in online consumer behavior under influence of SRT and first found some apparent gender differences in the influence of different dimensions of e-service quality on online consumer behavior.
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Lim, Kah Boon, Yeo Sook Fern, and Hardave Singh Kler A/l Bhajan Singh. "The Study of Customer Satisfaction of Shopee Customers In Malaysia." International Journal of Entrepreneurship, Business and Creative Economy 1, no. 2 (July 31, 2021): 30–44. http://dx.doi.org/10.31098/ijebce.v1i2.602.
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The main objective of this study is to investigate the factors affect customer satisfaction level among Shopee customers in Malaysia. A set of self-administered questionnaires has been distributed to 200 targeted Shopee users in three states of Malaysia which are Johor, Melaka and Selangor. The five independent variables, which are price, trust, electronic word of mouth, website quality and security have been tested on their relationship towards the dependent variable, which is consumer satisfaction towards online shopping platform, Shopee in Malaysia. The collected data were keyed into SPSS version 25 and followed by using Partial Least Square Structural Equation Modeling (PLS-SEM 3.2.8) to assess the hypothesis. The result of this research given the feedbacks where trust, electronic word of mouth and website quality have significant effect towards consumers satisfaction on Shopee in Malaysia. However, price and security does not show a significant relationship with Shopee’s consumer satisfaction. In conclusion, this study helps to better understand the consumer satisfaction of Shopee’s online shopping services in Malaysia.
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Iranita, Iranita. "Pengaruh Service Quality Dan Customer Trust Terhadap Kepuasan Konsumen Maskapai Penerbangan Lion Air (Studi Kasus Bandara Internasional Raja Haji Fisabilillah Tanjungpinang)." Bahtera Inovasi 1, no. 2 (May 26, 2021): 1–10. http://dx.doi.org/10.31629/bi.v1i2.3345.
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Consumer satisfaction (Consumer Satisfaction) is a given positive attitude of consumers towards a service provided by a service company. Companies are expected to consider the factors that affect customer satisfaction. Lion Air, which is based on top brand award, is ranked first in the category of aviation services that use the LCC (low cost carrier). The almost all airports increase in passenger numbers in Indonesia, particularly in the international airport Raja Haji Fisabilillah Tanjungpinang. This study aims to examine the effect of service quality and customer trust to satisfaction of the consumer. The sample size is 60 people. This study uses a sampling method is the accidental sampling technique. technical analysis hypothesis testing using the Lisrel 8.5 program and Microsoft Excel version 2013. From this test later it can be seen how much the contribution of the independent variable (Service Quality, customer trust to the dependent variable (Lion Air Airlines customer satisfaction). The results showed that both directly and indirectly service quality and customer trust affect the satisfaction of customers of Lion Air
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Ellitan, Lena, Samuel Alfonso Sugiyanto, and Andriya Risdwiyanto. "Increasing Repurchase Intention through Experiential Marketing, Service Quality, and Customer Satisfaction." Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship 12, no. 1 (August 30, 2022): 164. http://dx.doi.org/10.30588/jmp.v12i1.1022.
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Consumers can make repeat purchases for the umpteenth time for the same products and services on a regular basis. At the same time, consumers also pay attention to current and future situations and conditions. This study aims to understand the application of experiential marketing factors and service quality that can affect customer satisfaction and consumer intentions to make repeat purchases. The focus of this study is to analyze these factors in the service of Korean restaurants in Surabaya. This research is a causal type of quantitative research that uses the Structural Equation Model (SEM) analysis technique. Respondents in this study amounted to 175 Korean restaurant customers in Surabaya who were designated as objects in this study. Determination of respondents is done by using a purposive sampling technique. This study found that experiential marketing positively affects customer repurchase intention directly. That is, efforts to increase experiential marketing can increase customer intention to repurchase. This study also proves that service quality does not significantly affect customer intention to repurchase. This finding shows that service quality has become a fundamental factor considered normal for every restaurant service. Other results prove that the marketing experience is able to influence customers to make repeat purchases if they are satisfied with the products or services they consume.
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Haq, Irfan Nurul. "Determination of Price and Customer Satisfaction." Journal of Economicate Studies 1, no. 2 (August 1, 2018): 97–108. http://dx.doi.org/10.32506/joes.v1i2.179.
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Price policy or a value can affect the human mindset, considering its activities by using logic including in considering its needs as a customer of a product. a person or customer will choose which product performance is more effective, efficient and suitable to his needs and according to the value of a price or cost, if the performance is effective, efficient and match with expectations, means customers will feel satisfied and will make the calculation of expenditures for the procurement of products the. Price has a positive and significant impact on customer satisfaction. The main considerations that affect customers are willing to use services include customer satisfaction, service quality, service orientation and pricing in determining the type of service used. The high price is a factor causing customer dissatisfaction so customers are reluctant to use the services provided by the company. The price of a good or service is very influential on customer satisfaction. Consumers use the price as a consideration in determining the purchase of a product, when should the purchase be made and how much the need for products purchased in accordance with the ability of consumer purchasing power. A product must be precise in the determination and determination of the selling price so that it can be accepted by consumers by not neglecting the quality of the product. Under normal circumstances, demand and prices have a negative or reversed relationship. That is, the higher the price is set the smaller the demand.
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Aufa Nadya, Nabila. "EFFECT OF EXPERIENTIAL MARKETING ON CUSTOMER LOYALTY: THE ROLE OF CUSTOMER SATISFACTION AS A MEDIATOR." Journal of Business Studies and Mangement Review 4, no. 1 (December 31, 2020): 27–33. http://dx.doi.org/10.22437/jbsmr.v4i1.11909.
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This research examines experiential marketing and its effect on customer loyalty with customer satisfaction as a mediator. This research is based on two theories; expectation-confirmation theory (ECT) and satisfaction-loyalty theory. This article was made because the development of the marketing concept has grown rapidly, therefore, that it no longer focuses on its products, but focuses on its consumers, hence, that an interesting experience will provide something different for consumers to enjoy their products or services. In an effort to provide a theoretical basis for the role of customer satisfaction in mediating experiential marketing on customer loyalty, researcher propose a framework that describes consumer behavior. These are expected to have an impact on the perceived experience by customer will create satisfaction, therefore, customers become loyal. Researcher further posit that the relationships between experiential marketing and customer loyalty are indirect, but through the perceived satisfaction by customers. Finally, researcher present customer satisfaction as a mediator between experiential marketing and customer loyalty. Implications for management and future research are presented.
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Jati, L. Jatmiko, Nuryakin Nuryakin, and Siti Dyah Handayani. "Service Innnovation, Service Delivery System, and Customers’ Satisfactory’s Correlation with Official Honda’s Dealer’s Customers’ Loyalty." Interdisciplinary Social Studies 1, no. 4 (January 20, 2022): 403–12. http://dx.doi.org/10.55324/iss.v1i4.84.
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Background: Consumers will be more picky in choosing services and products as a result of the tight competition and the decline in consumer spending power caused by the Covid-19 pandemic factor. Consumers will opt for high-quality services or products at reasonable costs, as well as the greatest service and promotions that can entice them. As a result, organizations must carefully assess the four areas in order to meet consumer expectations.
Aim: This study aims to examine the effect of service innovation, service delivery system, and customer satisfaction on customer loyalty at Honda authorized dealers.
Method: This study uses a quantitative research approach to investigate the relationship between service innovation, service delivery systems, customer satisfaction, and customer loyalty. To achieve the research objectives, data were collected from respondents, namely consumers of authorized Honda dealers in Bantul Regency. Using structural equation modeling, and after a series of exploratory and confirmatory factors were analyzed, the authors tested an integrated model of the relationship between service innovation, service delivery systems, customer satisfaction, and customer loyalty.
Findings: The results of this study indicate that service innovation has a significant effect on service delivery systems, service innovations have a significant effect on customer satisfaction, service delivery systems have a significant effect on customer satisfaction, service innovations have an insignificant effect on customer loyalty, service delivery systems have an insignificant effect on customer loyalty, and customer satisfaction has a significant effect on customer loyalty.
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Syafarudin, Afriapoll. "The Effect of Product Quality on Customer Satisfaction Implications on Customer Loyalty in the Era Covid-19." Ilomata International Journal of Tax and Accounting 2, no. 1 (January 27, 2021): 71–83. http://dx.doi.org/10.52728/ijtc.v2i1.204.
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Customer satisfaction is the level of customer satisfaction after comparing the services or products received under what is expected. consumer satisfaction is the feeling of disappointment or pleasure for each individual after comparing the performance of the product that is thought of according to the expected product performance. Customer satisfaction is the goal of every company for the survival of every company. Paying attention to and increasing the level of customer satisfaction is very useful in the world of business competition. Companies with a high level of customer satisfaction tend to be superior to other competitors. Not only improving, but the company must also be able to maintain the stability of customer satisfaction levels to remain high. The function of customer satisfaction is very important in running a service and product business. By paying attention to customer satisfaction, entrepreneurs and business owners can find out about complaints and feedback from customers who receive services or products. From complaints and suggestions, the company can improve and improve the quality of customer service and products offered to compete and outperform competitors. A good company provides a means by which consumers can submit input and complaints so that consumers feel their voice heard. The research survey was conducted on 150 functional units at regional banks in Indonesia. The results showed that product quality affected customer quality and customer quality affected customer loyalty.
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Wahongan, Stefanly, Tinneke M. Tumbel, and Olivia F. C. Walangitan. "Analisis Kepuasaan Konsumen Pada Produk Mobil Di PT. Hasjrat Abadi Cabang Manado (Dealer Toyota)." JURNAL ADMINISTRASI BISNIS 8, no. 1 (March 25, 2019): 79. http://dx.doi.org/10.35797/jab.8.1.2019.23503.79-86.
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The purpose of this study was to determine customer satisfaction in the products of PT. Hasjrat Abadi branch Manado. This study uses interview data collection techniques and observations with qualitative descriptive data analysis techniques. The focus of this study is customer satisfaction with the services of PT. Hasjrat Abadi branch of Manado measured from several aspects: 1) Consumer satisfaction in the process of car purchase administration, 2) Consumer satisfaction with the quality of products purchased, 3) Consumer satisfaction with response from officers regarding Consumer complaints regarding car disturbances or technical problems, 4) Customer satisfaction with handling problems or technical problems of the car. Results of the study indicate that administrative procedures at the time of product purchase are still lacking. Likewise with customer satisfaction with the quality of the vehicle during use. Many complained that some items from the car products purchased were still lacking. Or not according to what was promoted. Furthermore, some customers say that the company is less alert and responsive to complaints submitted by customers on technical matters of The the products purchased. The latter is also carried out that repair services for damage experienced in purchased car products are still not satisfactory. In the sense that the improvements carried out have not been maximized.
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Pratopo, Pandji. "ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN (Persepsi Konsumen Hotel Golden Tulip Tangerang)." JURNAL LENTERA BISNIS 10, no. 2 (August 12, 2021): 159. http://dx.doi.org/10.34127/jrlab.v10i2.406.
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<p><em>Hotels are an element of the tourism industry and play a very important role in providing services to tourists. Each hotel tries to improve its facilities and service quality. If consumers enjoy services that are much lower than they expected, consumers will lose interest in these service providers, and the hotel will eventually lose customers. Conversely, if consumers enjoy services higher than their expectations, then consumers will feel satisfied. Based on the research background, the questions that arise in this study are which factors have the most influence on customer satisfaction on the service quality of the Golden Tulip Hotel Tangerang, and what factors have the greatest influence on customer service expectations of the Golden Tulip Hotel Tangerang. The research model developed in this study consists of four dimensions, namely service quality, consumer expectations, and customer satisfaction, with two hypotheses to be tested. The test was carried out using the Structural Equation Modeling (SEM) analysis tool in the LISREL program on 100 respondents who were consumers of the Golden Tulip Hotel Tangerang. The results of data analysis indicate that the two proposed hypotheses are acceptable, and it can be concluded that service quality has a positive effect on customer satisfaction, and consumer expectations have a positive effect on customer satisfaction. This study also links the research results with the theoretical implications and policies of the Golden Tulip Hotel Tangerang management, which are described in the conclusion section. Research limitations and future research agendas can be used as a reference for future researchers.</em></p><p><strong><em>Keywords</em></strong><em>: service quality, customer expectations, customer satisfaction</em></p>
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Rahman, Abdul, Ami Sukmawardani, and M. Nodia Arza Fahiran. "IMPLICATIONS OF USING GRAB FOOD APPLICATIONS ON CONSUMER SATISFACTION." JOURNAL OF HUMANITIES, SOCIAL SCIENCES AND BUSINESS (JHSSB) 1, no. 4 (June 18, 2022): 1–6. http://dx.doi.org/10.55047/jhssb.v1i4.218.
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The emergence and explosion of the internet in this technological era has provided an online business platform for services and products. One of them is the food delivery industry. Online food delivery is a service that allows customers to purchase food from a website or mobile app and have it delivered to their home. This study aims to determine and explain the effect of purchasing experience on customer trust and customer satisfaction with Grab Food customers. The choice of location for this research considers that customers who usually buy food using Grab Food are customers whose market segments are in large urban communities. The exogenous variable in this study is the buying experience, while the endogenous variable is customer trust and satisfaction. This study provides insight into customer satisfaction with mobile food delivery apps from the new norm of a COVID-19 scalable perspective. The quality of the application website and the convenience of using the application are revealed as important factors that significantly affect customer satisfaction during the pandemic.
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Skorobogatykh, Irina, Galina Timokhina, Sergey Mkhitaryan, Natalia Ivashkova, and Irina Shirochenskaya. "Managing customer satisfaction with Metropolitan Public Transport Services based on perceived quality assessments." Journal of Eastern European and Central Asian Research (JEECAR) 9, no. 3 (June 4, 2022): 447–61. http://dx.doi.org/10.15549/jeecar.v9i3.789.
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The purpose of this research is to study consumer satisfaction with the perceived quality of ground public transport (GPT) services in the Moscow metropolitan area. The methodology used includes identification of the quality attributes of GPT services relevant to consumers which affect consumer satisfaction, the choice of alternative transport modes, and the competitiveness of GPT services. Study reliability is ensured by a representative sample which included the results of an online survey of 1517 respondents, cluster analysis and the employment of the CHAID decision tree method. The authors formulated and confirmed 4 hypotheses. Thirty-two attributes influencing consumer satisfaction with GPT services were obtained; clusters with different degrees of satisfaction were identified; and attributes of perceived quality that are important for consumers when choosing transportation modes were revealed. Recommendations for marketing and management solutions to improve the competitiveness of urban GPT services in relation to substitutes in order to increase the mobility of the population and reduce the environmental pollution of the metropolis were proposed.
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Lestari, Ade Tuti, and Zulfi Ramadhan. "Customer satisfaction level with futsal field management services." Jurnal Maenpo : Jurnal Pendidikan Jasmani Kesehatan dan Rekreasi 12, no. 1 (July 1, 2022): 105. http://dx.doi.org/10.35194/jm.v12i1.2138.
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The purpose of this study was to determine the extent of consumer satisfaction with futsal field management services during the covid-19 pandemic in Serang City. The method used is the associative survey method and the sample used is all consumers who use futsal field services in Serang City by using incidental sampling, where in this study researchers will provide questionnaires to futsal field customers in 4 different fields in Serang City. The 4 fields are Radar Banten Arena (Serang District), KeneWae Futsal (Cipocok District), Blafut Futsal (Crug District) and Star Futsal (Walantaka District) with 41 people. The results of the study obtained from the distribution of questionnaires to consumers who use service obtained the level of customer satisfaction with the services provided by each futsal field manager in Serang City is in the category of dissatisfied with a percentage of 48%. The poor service can be shown by the incompleteness of existing facilities, cleanliness of the place, security, comfort and also the performance of the waiters who work in the place.Key words: Level of satisfaction, Consumers, Services
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Mahrizon, Dedi. "Sistem Pengambilan Keputusan Kepuasan Pelanggan Bengkel Motor Berkah dengan Metode Simple Additive Weigthing." JURIKOM (Jurnal Riset Komputer) 9, no. 5 (October 31, 2022): 1460. http://dx.doi.org/10.30865/jurikom.v9i5.5018.
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Berkah Motor Workshop is a form of service in motorcycle repair activities, both minor and major damage. Bengkel Berkah strives to provide the best service so that customers feel fast after getting the results of the repair services provided by the blessing workshop. Consumer satisfaction is the main factor in providing services and is able to provide satisfaction for every customer, so that every customer feels satisfied and happy with the services that have been provided. Simple Additive Weighting (SAW) method by finding the weighted sum of the performance of each alternative on all attributes. The final result of this research is a decision-making system in determining customer satisfaction from the results of the Berkah Motor Workshop in accordance with the highest value assessment of the resulting output. Determination of customer satisfaction can be assessed from 5 aspects, namely service, performance, results, responsibility and price. The highest output value is obtained with the highest value, namely 1 on behalf of R and the smallest value of 0.665 on behalf of consumers N and A. The decision-making system using the simple additive weighing method is able to solve problems regarding the assessment of consumer satisfaction in the decision-making system
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Magreth B Tjizumaue and Krishna Govender. "Consumer Awareness, Consumer Protection, Service Quality and Loyalty: The Case of Long-term Insurance Consumers in Namibia." Restaurant Business 118, no. 10 (October 18, 2019): 411–28. http://dx.doi.org/10.26643/rb.v118i10.9335.
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Due to the absence of appropriate Consumer Protection legislation in Namibia, there seems to be a lack of consumer protection, which may result in consumers being exploited. Since the literature reveals that Consumer Awareness, Consumer Protection, Service Quality and Customer Satisfaction influence Customer Loyalty, the aforementioned relationship was explored among consumers of long-term insurance products in Namibia. The researcher embedded the study in the Services Marketing and User’s Satisfaction/Dissatisfaction theory and developed a framework for creating a more aware consumer and thus contribute to the growth and survival of the long-term insurance industry in Namibia. A survey was conducted using a questionnaire, among a judgmental sample of 407 long-term insurance consumers in Namibia and Structural Equation Modelling was used to analyse (eight) hypothesized relationships among the research constructs alluded to in the title of this study. In summary, it was ascertained that if the customers are fully aware (have sufficient knowledge of the products and their consumer rights), they will feel protected against unfair business practices. Furthermore, if they perceive having received quality services, they are more likely to be satisfied with the service provider and will therefore, remain loyal.
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Tjizumaue, Magreth B., and Krishna Govender. "Consumer Awareness, Consumer Protection, Service Quality and Loyalty: The Case of Long-term Insurance Consumers in Namibia." Restaurant Business 118, no. 8 (August 9, 2019): 172–89. http://dx.doi.org/10.26643/rb.v118i8.7507.
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Due to the absence of appropriate Consumer Protection legislation in Namibia, there seems to be a lack of consumer protection, which may result in consumers being exploited. Since the literature reveals that Consumer Awareness, Consumer Protection, Service Quality and Customer Satisfaction influence Customer Loyalty, the aforementioned relationship was explored among consumers of long-term insurance products in Namibia. The researcher embedded the study in the Services Marketing and User’s Satisfaction/Dissatisfaction theory and developed a framework for creating a more aware consumer and thus contribute to the growth and survival of the long-term insurance industry in Namibia. A survey was conducted using a questionnaire, among a judgmental sample of 407 long-term insurance consumers in Namibia and Structural Equation Modelling was used to analyse (eight) hypothesized relationships among the research constructs alluded to in the title of this study. In summary, it was ascertained that if the customers are fully aware (have sufficient knowledge of the products and their consumer rights), they will feel protected against unfair business practices. Furthermore, if they perceive having received quality services, they are more likely to be satisfied with the service provider and will therefore, remain loyal.
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Fauzia, Syifa, Rahayu Relawati, and Gumoyo Mumpuni Ningsih. "Faktor Yang Mempengaruhi Kepuasan dan Loyalitas Konsumen Rumah Makan Langensari." Agriecobis : Journal of Agricultural Socioeconomics and Business 3, no. 1 (June 16, 2020): 22. http://dx.doi.org/10.22219/agriecobis.vol3.no1.22-31.
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Restaurant is an interesting business, because of the high profits. The high competition between culinary businesses can encourage businesses to reach consumer satisfaction, in order to get their loyalty. The purpose of this study was to analyze the factors affecting the consumer satisfaction and loyalty at Langensari Restaurant. Accidental sampling was used to take 76 consumers as the research sample. The Structural Equation Model (SEM) and Customer Satisfaction Index (CSI) were used to analyze the data. The study result shows that consumers visiting Langensari Restaurant were very satisfied with the score of 93,57 percent. It means that the restaurant performance in the form of products, fixed prices, places, and services were fulfill the consumers expectation. Price and place affected customer satisfaction, while product and service did not affect customer satisfaction. Satisfaction had a positive effect on loyalty. The higher the level of cunsomer satisfaction, the higher the loyalty. Products, prices, services, and places also indirectly influence loyalty. Restaurants should improve the performance in terms of products, prices, services, and places. They need to be improve the flavor, price affordability, and toilet cleanliness.
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Rahayu, Rika, and Dian Ratnasari Yahya. "Service Quality, Consumer Perception, Brand Awareness, and Consumer Satisfaction on Instagram." Eksis: Jurnal Riset Ekonomi dan Bisnis 14, no. 1 (April 30, 2019): 1–12. http://dx.doi.org/10.26533/eksis.v14i1.313.
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This study aims to test and improve the service quality to customer satisfaction and brand awareness as an intervening variable when using Instagram social media. This research carries out quantitative methods using survey through questionnaires with a total sample of 137 respondents. To find out the responses of respondents to customer satisfaction when using Instagram social media in purchasing cosmetic products by using a Likert scale. Partial Least Square (PLS) is used in this research as the data processing. The results reveal that there was a significant relationship between service quality, consumer awareness, and brand awareness. Insignificant influence only causes brand awareness of consumer satisfaction, which causes customers to have difficulty in using Instagram social media the data is better than previous experience and the services provide sellers compared to paying attention to certain brand awareness.
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Maftuchah, Viniyati, Ade Ghofir, Sabil ., and Dinar Riftiasari. "CONSUMER SATISFACTION ONLINE OJEK SERVICES IN INDONESIA :EFFECT OF SERVICE QUALITY AND CUSTOMER VALUE." Archives of Business Research 7, no. 12 (December 18, 2019): 116–25. http://dx.doi.org/10.14738/abr.712.7505.
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The shift of the use of conventional transportation to online transportation networks has resulted in a decrease in the market share of conventional transportation. The design of this study is causal research, which explains causal relationships between research variables to determine the causal relationship pattern of the independent variables on the dependent variable. The variables in this study are the service quality of the independent variable, customer satisfaction of the dependent variable, and the value of the customer intervening variable. Samples obtained by 100 respondents and taken by Purposive Sampling. The number of samples in this study was determined by the SEM analysis method where the number of indicators multiplied by five. Analysis of the data used is SmartPLS version 3.2. The results showed that all hypotheses could be accepted, where service quality had a positive and significant effect on customer value, but the effect of service quality on customer satisfaction had positive but not significant results, customer value had a positive and significant effect on customer satisfaction and service quality had a positive and significant effect to customer satisfaction through customer value.
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Kumar, Pradeep, and Dr Gaurav Bisaria. "Change in Consumer Decision based on Customer Satisfaction in Credence Services: Implication for Service Provider." Webology 18, Special Issue 03 (April 29, 2021): 246–60. http://dx.doi.org/10.14704/web/v18si03/web18038.
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Purpose: The aim of this research paper is to study the measure the consumer decision on consumer satisfaction in credence services, in terms of the extent of the service provided by service provider and the information sources used. Design/methodology/approach: A structured questionnaire is used to collect consumers information and a survey was undertaken with patient or relative of these patients (n =201) to examining their practices for a range of credence services. Findings: Results suggest that higher the consumer offerings increase the consumer satisfaction. However, the consumer persuasion knowledge & provider credibility together forming an offering of decision autonomy leads most important source of credibility. Research Limitation/implications: The result of this study is based on lucknow, Delhi & NCR area and other previous studies also have suggested other ways to major the satisfaction. It would be useful more strongly whether basic amenities & Initial treatment in hospitals have a significant role on satisfaction. Originality/Value: The study shows the ways that the information search around basic amenities & Initial treatment in hospitals of credence services have a wide range parameter to increase the service provider credibility. The study result is unique in this area of research and utilizes the importance of credence service for considering the service provider in next set of selections.
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Butt, Adnan, Meer Suroor, Salman Hameed, and Kashif Mehmood. "Managing Customers: Analyzing the Relationship between Customer Personality, Customer Satisfaction and Willingness to Create WOM." Journal of Entrepreneurship, Management, and Innovation 3, no. 2 (July 20, 2021): 305–30. http://dx.doi.org/10.52633/jemi.v3i2.79.
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The impact of personality traits on consumer behaviour is always an important concern for marketing researchers and practitioners. Using the theoretical lens of the OCEAN model, this paper explores the personality attributes as a set of stimuli that facilitate consumers satisfactory buying experience, resulting in a higher willingness to create word of mouth (WOM). The data was collected from consumers of different services through the convenience sampling method. The respondents were approached through different online platforms and data from 303 respondents was obtained through Google forms. 19 responses were found unsuitable for further use, so the remaining 284 appropriate questionnaires were analyzed through structural equation modelling using AMOS23. The study findings suggest that willingness to create WOM has a positive relationship with customer satisfaction, while customer satisfaction can be driven by extraversion, conscientiousness, and agreeableness attributes of consumers’ personalities. However, neuroticism and openness to experience showed an insignificant impact on customer satisfaction. The study findings guide marketing managers to consider the customer personality aspects mentioned in the OCEAN model to enhance customer satisfaction and try to obtain positive WOM from customers. This paper investigates the in-depth knowledge on the practicality of the OCEAN model concerning customer satisfaction coupled with customer willingness to create WOM.
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Jovović, Milorad, Nikola Mišnić, Bojan Pejović, and Marija Mijušković. "Customer Satisfaction and Switching Intentions of Banking Services End-Users in Montenegro." Journal of Central Banking Theory and Practice 12, no. 1 (January 1, 2023): 45–56. http://dx.doi.org/10.2478/jcbtp-2023-0003.
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Abstract Numerous research studies of the various companies’ business practices indicate a strong relationship between customer satisfaction, as an overall positive response generated after the use of the specific product or service, and their intention to continue using the products/services of the company. As a rule, satisfied and particularly delighted customers show intention to return and become loyal, whereas dissatisfied and disappointed customers have switching intentions. Therefore, the objective of this study is to empirically test to which extent the intention to switch banks in Montenegro depends on customer satisfaction or dissatisfaction. With this regard, we have posed a question inquiring about the level of consumers satisfaction/dissatisfaction with banking services in Montenegro, what their intentions are regarding the continuation of using services of the chosen bank (customer retention & defection), and to what extent customer satisfaction and dissatisfaction determine their intention to change the bank. The analysis has established a statistically significant correlation between satisfaction, dissatisfaction, and intentions of leaving the bank. Findings has shown a relatively high level of customer satisfaction with banking services in Montenegro, as well as confirming that dissatisfaction usually leads to the intention to leave and change the bank, while satisfaction leads to the continued use of the bank’s services. A high level of competition in the banking services market as well as the struggle for each consumer makes this topic undeniably current and this research represents a significant input for the bank management in Montenegro regarding the identification of the real situation with customer satisfaction and their intention to switch banks in accordance with their level of satisfaction.
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Durgee, Jeffrey F., and Garo Agopian. "Refurbishing services and how services enhance consumer well-being." Journal of Services Marketing 32, no. 3 (May 14, 2018): 311–21. http://dx.doi.org/10.1108/jsm-11-2016-0395.
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Purpose The purpose of this paper is to explore how services might impact a general consumer sense of everyday well-being or life satisfaction. Design/methodology/approach It was decided to focus on the existential benefits of refurbishing services and see how they might impact owner sense of self and overall life satisfaction. A qualitative study was fielded which consisted of analyses of website testimonials of customers of refurbishing services for products such as pianos, watches, boats, bicycles and other durables. Also analyzed were results from one-on-one qualitative interviews of customers of refurbishing services and selected refurbishers of similar products. Findings The study suggests that refurbish services provide a mix of hedonic and eudaimonic benefits. They provide an enhanced sense of self and general well-being insofar, as the newly restored item connects owners to loved ones, to other collectors or fans and to their own personal life histories. It also connects them to the refurbishers and their “magic”. Insofar as refurbishers invite customer involvement in the process, they co-create how the process will proceed, so customers feel a special involvement and gain an understanding of the workings of the item and how to best use it. Practical implications Refurbishing services might offer, like all the new internet-mediated sharing services, a more sustainable alternative to the buy-and-dispose consumption behaviors found in most world economies. Originality value This paper provides insights into the lives of products after purchase and the roles of relevant service providers. It also provides examples of how service providers in general might deepen and facilitate customers’ feelings about themselves and their daily lives. It shows how service providers can enhance customer hedonic and eudaimonic appreciation of provider knowledge, skills and efforts.
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Chairunnisa, Connie. "The Effect of Brand Image And Quality Of Educational Services On Customer Satisfaction." Jurnal Manajemen 22, no. 3 (October 24, 2018): 325. http://dx.doi.org/10.24912/jm.v22i3.425.
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This study aims to provide information on the influence of brand image, the quality of education services on consumer satisfaction. This research uses survey method with path analysis technique, with a sample of 244 respondents. The results of the study prove that (1) there is a positive and significant influence between brand image on customer satisfaction, by 66.7% (2) there is a positive and significant influence between the quality of education services on customer satisfaction by 71.4% (3) there positive and significant influence between brand image and education service quality on customer satisfaction by 78.1%. In order to encourage the level of customer satisfaction, the Faculty needs to pay attention to the expectations and complaints of its customers, and continue to improve the quality of education services.
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Sundareswaran, Ghanasiyaa, Harshini Kamaraj, Shanmathy Sanjay, Akalya Devi, Poojashree Elangovan, and Kruthikkha P. "Consumer Behavior Analysis." International Journal of Research and Applied Technology 2, no. 1 (January 31, 2022): 82–90. http://dx.doi.org/10.34010/injuratech.v2i1.6536.
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Research on consumer behavior has become essential in recent years as it plays an important role in business marketing and growth. Consumers are the king of the market. For-profit organizations cannot function without customers. All the activities of the company end with the consumer and their satisfaction. Consumer behavior is the study of consumers and how they choose or eliminate products. This theory extends not only to products but also to services consumed. To develop a framework for studying consumer behavior, first look at the factors that influence consumer buying behavior, as well as the various thinking paradigms that have influenced the progress and discipline of consumer research. Modeling customer behavior is nothing more than creating a mathematical structure to map the general behavior of a particular customer group. This is done to predict how consumers will react in a particular situation. The purpose of the survey is to better understand consumer behavior by examining the factors that influence the consumer's purchasing process. The main purpose of studying consumer behavior is to understand how consumers feel and think. Building a recommendation engine is another application for studying consumer behavior. The recommendation engine basically recommends several products based on a variety of factors, including previous purchases by consumers, age, etc. It's a kind of data filtering tool that uses machine learning algorithms to recommend the most relevant items to a particular customer. The purpose of this paper is to analyze consumer segmentation and sentiment regarding product reviews and build a product recommendation system.
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Wiratama, I. Made Adi, Agung Suryawan Wiranatha, and Amna Hartiati. "Analisis Tingkat Kepuasan Konsumen terhadap Kualitas Produk dan Pelayanan Jaya Coffee Roasters menggunakan Metode Importance Performance Analysis dan Metode Customer Satisfaction Index." JURNAL REKAYASA DAN MANAJEMEN AGROINDUSTRI 10, no. 1 (March 25, 2022): 12. http://dx.doi.org/10.24843/jrma.2022.v10.i01.p02.
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This study aims to analyze the level of consumer interest in the quality of products and services at Jaya Coffee Roasters, analyze the performance level of product and service quality, and analyze the level of consumer satisfaction with the quality of products and services at Jaya Coffee Roasters. The method used in this study is the IPA (methodImportance Performance Analysis) and Customer Satisfaction Index (CSI) by using 75 consumers. The results of the study using themethod Importance Performance Analysis and questionnaire data processing concluded that the product quality attributes that became the main priority agenda to improve their performance were the consistency of drinks for each serving while the service quality attributes that became the main priority agenda to improve their performance were the attributes of comfort, cleanliness, and neatness. place, Cleanliness and tidiness of employees and Accuracy in service and presentation. For the Customer satisfaction index (CSI) product quality was obtained at 69.05% and the Customer satisfaction index (CSI) obtained for service quality was 74.12%. These results indicate that consumers of Jaya Coffee Roasters satisfied.
Keywords: Customer Satisfaction, Jaya Coffee Roasters, Importance Performance Analysis, Customer satisfaction index
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Manyaga, Fawz, and Umit Hacioglu. "Examining the impact of mobile telecom service characteristics on consumer satisfaction in urban Uganda." International Journal of Research in Business and Social Science (2147- 4478) 10, no. 6 (September 28, 2021): 19–33. http://dx.doi.org/10.20525/ijrbs.v10i6.1382.
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This paper aims to examine the impact of mobile telecom service characteristics on consumer satisfaction in urban Uganda, using a Servqual model. The association between customer satisfaction level and service quality characteristics has been tested with a regression analysis. In this study, assurance as a Servqual dimension has been substituted with tariffs to exhibit its effect on customers’ satisfaction levels. Findings verified that some of the Servqual dimensions including reliability, empathy, and responsiveness have been positively affecting the customer satisfaction level in the Ugandan context. The study also demonstrated that the prices of products and services of telecom companies were not the major concerns for telecom consumers in Uganda. The study, finally, provides some practical guidelines to managers of telecom companies as well as hinting out which Servqual dimensions are valued most by customers in Uganda.
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Wiradendi Wolor, Christian, and Hady Efendy. "The Transformation of Customer Satisfaction Become Customer Delight." Case Studies in Business and Management 4, no. 2 (October 26, 2017): 109. http://dx.doi.org/10.5296/csbm.v4i2.11946.
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Consumer satisfaction is considered a prerequisite for the emergence of positive behavior. It is not always the case. Several previous studies have suggested that it is not enough to simply provide satisfaction for customers because there is some low correlation between satisfaction and loyalty. This may explain why satisfied customers still leave the company. Executives from reputable companies engaged in services affirm that it is not enough to simply provide customer satisfaction, and is a priority to drive customer satisfaction into customer delight. The aim of this research is to analyze the influence of customer delight in improving customer commitment and customer loyalty. The field method and questionnaires were used to collect data. Statistical tools used in this research is Structural Equation Model (SEM). Data are analyzed by using statistical software LISREL 8.5. The result shows that brand trust, customer satisfaction, customer delight, customer commitment have positive effect on customer loyalty. Customer delight has the most influence on customer loyalty.
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Halim, Rizal Edy. "ANALISIS HUBUNGAN ANTARA SERVICE QUALITY, CUSTOMER SATISFACTION, DAN SWITCHING COST TERHADAP CUSTOMER LOYALTY; STUDI KASUS PERPINDAHAN GSM KE CDMA MAHASISWA DI DEPOK." Media Riset Bisnis & Manajemen 7, no. 2 (August 4, 2007): 127–54. http://dx.doi.org/10.25105/mrbm.v7i2.1049.
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The level of competition in the world of CDMNs telecommunications mobile in Indonesia is very tight Each CDMRs provider uses price promotion strategy to draw consumer enthusiasm. In line with the theory of price sensitivity of consumer to price changes if the consumer will move to other provider with dissimilar price offering at same service. Good service quality which can be given by service provider to its consumer will make them satisfy and loyal. Consumer which satisfied would intenl to re-purchase the services that could be generating their loyalty. If the providers offering various benefit, value, or other tactical effort to retain their customer then the level of customers switching intention will be low. Hence they will become progressively loyal and resistance to move. Using survey with a hundred of respondents, the authors found thatservice quality influence customers satisfaction positively. It means progressively improvement of service quality will boost up the level of satisfaction. The findings also addressed that customer satisfaction influence loyalty positively. Other word if customer satisfies with the sentes offering, the level of loyalty will be increase. Interestingly, the finding also shows that switching cost will disturb the chain of satisfaction toward loyalty. Here in after, this study also finds that service quality influence customer loyalty patially which means with or without the presence of satisfaction, customer have become loyal to their provider.Keywords : customer satisfaction, loyalty, switching cost
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Purnami, Ni Made, and A. A. Ngr Wishrawan Bhaskara Warman. "The Role of Customer Perceived Value Mediates the Effect of Service Quality on Customer Satisfaction." PROZIMA (Productivity, Optimization and Manufacturing System Engineering) 3, no. 1 (March 9, 2021): 1–9. http://dx.doi.org/10.21070/prozima.v3i1.1300.
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This study aims to determine the quality of service to customer satisfaction through the perceived value in Sing Ken Ken Lifestyle Boutique Hotel. This study used 130 respondents through purposive sampling method. Data collection methods used through questionnaires. Data analysis technique which is technique of path analysis and test of sobel. The results showed that the service quality is positive and significant on the perceived value of the customer, the service quality is positive and significant on customer satisfaction, the perceived value of the customer, and the perceived value of consumers as mediation of service quality to customer satisfaction. The results showed that the service quality and customers perceived value can affect consumer satisfaction and the perceived value consumers can mediate the effect of service quality to customer satisfaction.
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Kim, Yae-Ji, and Hak-Seon Kim. "The Impact of Hotel Customer Experience on Customer Satisfaction through Online Reviews." Sustainability 14, no. 2 (January 12, 2022): 848. http://dx.doi.org/10.3390/su14020848.
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With the growing popularity of the internet, customers can easily share their experiences and information in online reviews. Consumers recognize online reviews as a useful source of information prior to consumption, and many online reviews influence consumer purchasing decisions. Understanding the customer experience in online reviews is thus necessary to maintain customer satisfaction and repurchase intention for the sustainable development of the hotel business. This study assessed the fundamental selection attributes of customers from online reviews reflecting the hotel customer experience, and investigated their association with customer satisfaction. A total of 8229 reviews were collected from Google travel websites from December 2019 to July 2021. Text mining and semantic network analysis were adopted for big data analysis. Factor and regression analyses were then used for quantitative analysis. Based on linear regression analysis, the Service and Dining factors significantly affected customer satisfaction. Service is a critical selection attribute for customers, and the provision of more particular services is necessary, especially after COVID-19. These results indicate that understanding online reviews can provide theoretical and practical implications for developing sustainable strategies for the hotel industry.
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Bambang Winarko, Hilarius, and Asmaul Husna. "THE CONSUMER BEHAVIOR TOWARD ONLINE TRAVELLING AGENCY (OTA): EVIDENCE FROM INDONESIA." International Journal of Tourism & Hospitality Reviews 7, no. 1 (March 18, 2020): 20–29. http://dx.doi.org/10.18510/ijthr.2020.713.
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Purpose of the study: This study aims to examine five proposed research models and understand the factors affecting customer expectation, service quality, perceived value, customer satisfaction, and brand loyalty in Online Travel Agent (OTA) companies. This study also evaluates the general feelings of the customers whether they feel satisfied or not with OTA products and/or services.
Methodology: The research method of this study used a quantitative approach and analyzed the acquired data by using single and multiple linear regression techniques. The service quality, customer expectation, corporate image, perceived value, customer satisfaction, known as predictor variables that affect the dependent variable of brand loyalty.
Main Findings: From the statistical tests conducted in this study, it reveals that only one out of all eleven hypotheses were not accepted. Surprisingly it reveals that the customers keep purchase hotel and/or flight tickets from online travel booking sites no matter its service quality. Customer satisfaction and corporate image were influenced more significantly rather than its service quality.
Implication: This study evaluates all customers past purchasing behaviors of the hotel and/or flight tickets purchased through OTA, and the result was valid, thus it can be used to reflect on how Indonesian OTA’s products and services may improve the customer satisfaction through their marketing program in the future.
Novelty/Originality of this study: There have been problems that might found in Indonesian OTAs that may lower its customer satisfaction level toward the traveling industry. However, there was only a limited number of OTA research studies conducted for the Indonesia market to understand its online consumer behavior. Therefore this study was conducted to explore the plausible factors that cause the problem.
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Jentrasaswin, Gede Paramananda, A. A. P. Agung Suryawan Wiranatha, and I. Ketut Satriawan. "ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK DAN KUALITAS PELAYANAN DI RESTORAN CEPAT SAJI McDONALD’S CABANG ROBINSON, DENPASAR." JURNAL REKAYASA DAN MANAJEMEN AGROINDUSTRI 6, no. 2 (April 17, 2018): 125. http://dx.doi.org/10.24843/jrma.2018.v06.i02.p04.
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Product quality and services have been the most concern of the trade and service. One of the efforts that can be used to improve and maintain the competitiveness of a company is to increase consumer satisfaction. The objectives of this study were 1) to determine the level of consumer interest in the products and services provided by McDonald’s, 2) to analyze the performance of McDonalds company in giving satisfaction to consumer, and 3) to analyze the level of customer satisfaction on products and services. Data collection in this study was done by distributing 255 questionnaires to consumers. Importance Performance Analysis method was used to analyse the effect of quality of the product & service on consumer satisfaction. The results show that consumers were satisfied on the product quality and service provided. The level of consumer satisfaction was 84,64% (satisfied) for the product quality and 83,06% (satisfied) for the service quality.
Keywords: Costumer satisfaction, importance performance analysis, McDonald’s
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Wahyuni, Ni Kadek Sri Yunia, and Ni Wayan Ekawati. "Bahasa Indonesia." E-Jurnal Manajemen Universitas Udayana 7, no. 5 (March 8, 2018): 2823. http://dx.doi.org/10.24843/ejmunud.2018.v07.i05.p20.
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Along with the growing business growth in shipping services, it creates intense competition, so in order to survive and win the company customers are required to optimize the quality of service and satisfy its customers. Therefore this study aims to determine the effect of service quality on word of mouth mediated by customer satisfaction variables. Population in this research is society which have used service delivery of TIKI. This research was conducted in Denpasar with sample of 110 respondents. Data analysis techniques used consist of path analysis and Sobel Test. The results showed that service quality and customer satisfaction had positive and significant effect on word of mouth. Customer satisfaction is significantly able to mediate the relationship between service quality to word of mouth. This result confirms that good service quality can increase consumer satisfaction of a service with so satisfied consumer will influence other consumer through word of mouth.
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Prihatma, Gugup Tugi. "Pengaruh Kualitas Pelayanan Dan Harga Tambahan Layanan Terhadap Kepuasan konsumen Pengguna Jasa Kapal Penyebrangan Di PT Trisakti Lautan Mas Cabang Bakauheni, Lampung." Jurnal Manajemen 10, no. 1 (February 18, 2020): 15–36. http://dx.doi.org/10.30656/jm.v10i1.1511.
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Customer satisfaction will be formed if it can meet the expectations of the consumer base. Many factors that affect customer satisfaction including the quality of service and price. The problem in this research is (1) How does the quality of service to customer satisfaction, (2) How does the price of the additional services to customer satisfaction, (3) How does the quality of service and price of the additional services simultaneously on customer satisfaction. The results obtained by multiple linear regression equation Y = 13,122 + 0.159 X1 + 0.145 X2. Quality of service is not positive and not significant to customer satisfaction with the grades were t = 1.459, the price of the additional services are not there is positive and no significant effect on customer satisfaction with the value t = 1.441, quality of service and price of the additional services together no significant effect on consumer satisfaction with the value of F = 3.012. Overall quality of service and price of the additional services affect customer satisfaction by 0.048 or 4.8%, while the remaining 95.2% is influenced by other factors not examined by the author. Based on this research can be concluded that: 1) there are significant positive and significant correlation between quality of service to customer satisfaction 2) There is no influence of positive and significant correlation between the price of the additional services to customer satisfaction 3) there is positive and significant correlation between quality of service price additional services simultaneously on customer satisfaction.
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Wibowo, Arif. "PENGARUH KUALITAS PELAYANAN TRANSPORTASI UMUMBUS TRANS JOGJA TERHADAP KEPUASAN KONSUMEN." JURNAL ILMU MANAJEMEN 11, no. 2 (April 1, 2014): 67–81. http://dx.doi.org/10.21831/jim.v11i2.11765.
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This research was conducted to examine the effect of Level of Service Quality Public Transport Bus Trans Jogja to customer satisfaction. Trans Jogja bus this is an attempt Yogyakarta Provincial Government since 2008 with the aim to improve public services, especially in the land transport sector in urban areas based DIY to replace the deposit system into a system service purchase. A very important factor in consumer satisfaction is service quality, which is measured in the quality aspects of the service will be a service is satisfied or not satisfied user when using these services so that these aspects can be seen whether the quality of services provided is good or not good. The quality of transport good services and should attention wants and needs of consumers. Every customer have a perspective different to all forms of transportation layananpada. Whether or not consumers are satisfied with the product will affect the service behavior shown next. The sample used in this study is 100 respondents. The sampling method using purposive sampling. The result show that by using regression (R square) methods, it can be concluded that tangible of variable positive and significant impact on consumer satisfaction with a significance value (P Value) of 0.308 <0.05. While the reliability of a positive and significant effect on customer satisfaction with a significance value (P Value) of 0.305> 0.05. Assurance significant positive effect on customer satisfaction with a significance value (P Value) of 0.194 <0.05. Responsiveness positive and significant impact on consumer satisfaction with a significance value (P Value) of 0.301> 0.05. For empathy and a significant positive effect on consumer satisfaction with a significance value (P Value) of 0.259> 0.05.
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Juárez-Lóopez, Berenice, and Grace Aileen Ruiz-Santoyo. "Factors That Influence Consumer Loyalty of Services Acquired via the Internet in Mexico." Journal of Electronic Commerce in Organizations 17, no. 4 (October 2019): 16–29. http://dx.doi.org/10.4018/jeco.2019100102.
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Electronic commerce has grown in recent years, which has allowed online companies to get closer to their customers. The challenge is to satisfy buyers and maintain their loyalty. This article proposes an empirical model that contributes to formulating strategies to increase customer loyalty, based on the study of satisfaction, fulfillment, and privacy. This study presents a quantitative methodology, with a causal scope and cross section. A model of structural equations was applied to analyze data from a sample of 384 online buyers of electronic travel services in the Mexican context. The results indicate that privacy and fulfillment have positive effects on customer satisfaction; however, they do not have a significant effect on loyalty. Finally, customer loyalty is positively affected by customer satisfaction. These factors have been studied in various contexts, and the relationship between them has been positive and significant. Lastly, from these findings, specific strategies are considered for the improvement of online companies in other emerging economies.
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Wiludjeng Sunu Purwaningdyah, Sri, Mohd Haizam Mohd Saudi, Yenny Maya Dora, and Dwinto Martri. "The Quality of Service Affect Loyalty Through Customer Satisfaction as Intervening Variables in Indonesian Zalora." International Journal of Engineering & Technology 7, no. 4.34 (December 13, 2018): 299. http://dx.doi.org/10.14419/ijet.v7i4.34.25299.
Full textAbstract:
Zalora Indonesia is one of the biggest fashion online shopping centers in Indonesia that provides men's and women's fashion needs. The company strives to satisfy its customers by improving service quality, but there are still complaints experienced by Zalora Indonesia customers. This makes the authors interested in examining the ability of service quality to influence consumer loyalty through satisfaction as an intervening variable in Zalora Indonesia consumers (Online Business Studies in Zalora Indonesia). The purpose of the study was to determine the influence of service quality on customer satisfaction and consumer loyalty. The samples taken were Zalora consumers using accidental sampling techniques. The tools used are simple regression and hierarchical regression. The results showed that service quality influences customer satisfaction positively and significantly, satisfaction was also influences loyalty significantly, and service quality was able to influence loyalty, but was not mediated by satisfaction (Z) as an intervening variable in Zalora Indonesia.
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Sunandar, Ali, and Aprillia Ainundyasari. "Analysis of BRT Infrastructure in Jakarta Province on Women's Perspective." Journal of World Conference (JWC) 2, no. 2 (March 31, 2020): 74–80. http://dx.doi.org/10.29138/prd.v2i2.215.
Full textAbstract:
Quality of service in the business world is very important so that all consumer needs are met. Likewise with the world of land transportation which is always developing both in its type, size, and methods used in providing services. The Neat Transit Bus which operates in DKI Jakarta is one of the modes of mass transportation provided by the DKI Jakarta government to support the service needs of DKI Jakarta residents. Good transportation services will bring up a high level of customer satisfaction. The purpose of this study is to determine the dominant factors that influence the parameters of BRT passenger satisfaction in DKI Jakarta, to know the level of female consumer satisfaction with the quality of BRT services in DKI Jakarta. The research method used in this study is the CSI (Customer Satisfaction Index) by distributing questionnaires to respondents. From the research, the level of satisfaction of female customers in using the BRT public transportation facilities in the DKI Jakarta provincial government was 66%. Customer satisfaction criteria are in the Satisfied category.
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Bili, Yunice. "Analisis Faktor Trust dan Price Discount Bagi Pengguna Traveloka Dampaknya terhadap Kepuasan Konsumen dan Loyalitas Konsumen." Jurnal Syntax Transformation 1, no. 10 (December 23, 2020): 777–81. http://dx.doi.org/10.46799/jst.v1i10.166.
Full textAbstract:
This study aims to examine the analysis of trust factors and price discounts for Traveloka users, their impact on customer satisfaction and consumer loyalty. The study was conducted on 97 respondents who use Traveloka services, especially flight tickets. The results of this study indicate: 1). Trust variable (X1) with customer satisfaction (Y1) is proven to have a significant effect on customer satisfaction, 2). Price discount variable (X2) with customer satisfaction (Y1) is not proven to have a significant effect on customer satisfaction, 3). Trust variable (X1) with consumer loyalty (Y2) is not proven to have an effect and is significant on consumer loyalty, 4). Price discount variable (X2) with consumer loyalty (Y2) is proven to have an effect and is significant on consumer loyalty, 5). Consumer satisfaction variable (Y1) with consumer loyalty (Y2) proved to have a significant effect on consumer loyalty.