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Journal articles on the topic 'Customer-related quality'
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1
Sariningrum, Linda, and Moch Zulfa. "BUILDING CUSTOMER LOYALTY ON CUSTOMER BANKING." International Journal of Islamic Business Ethics 2, no. 3 (2017): 26. http://dx.doi.org/10.30659/ijibe.2.3.26-40.
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The primary purpose of this research is to investigate and examine the effect of Shared Value Quality and Communication Quality on Customer Loyalty through Trust, and to propose an empirical model to investigate such relationships. A total of 100 customers of Syari�ah BNI Bank of Semarang completed questionnaires on Shared Value Quality, Communication Quality, Trust, and Customer Loyalty. Results from SmartPLS 3.0 based on structural equation modeling confirmed that Shared Value Quality and Communication Quality were positively related to Trust and Customer Loyalty; furthermore Trust was related to Customer Loyalty.Keywords : Shared Value Quality, Communication Quality, Trust,Customer Loyalty
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Sunaryo, Indryati. "EFFECTS OF FOOD QUALITY, SERVICE QUALITY, PRICE, ENVIRONMENT, AND LOCATION TOWARDS CUSTOMER LOYALTY OF INDONESIA’S LOCAL FAST FOOD INDUSTRY." J@ti Undip : Jurnal Teknik Industri 14, no. 3 (2019): 119. http://dx.doi.org/10.14710/jati.14.3.119-128.
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This study aims to measure and analyze the effect of several restaurant-related quality attributes toward customer loyalty with a mediating effect from customer satisfaction in the local fast-food industry in Indonesia. The nature of local fast-food industry is different compared to its global counterpart, so a new perspective has to be taken into account. Based on literature review of previous studies, the quality attributes that are selected for this study are food quality, service quality, environment, price, and location. Data in this study were collected from the responses of 461 participants and analyzed using Structural Equation Model (SEM). The SEM result shows that only price and location significantly affect customer loyalty through customer satisfaction. When customer satisfaction is removed and restaurant-related quality attributes is directly tested towards customer loyalty, only price and food quality significantly affect customer loyalty. Both with and without mediating effect from customer satisfaction, price keeps influencing customer loyalty. This result is against the majority of fast-food customer loyalty studies which usually emphasize on food or service quality as the main factor that influences customer loyalty and customer satisfaction.
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Vun, Albert Chong Yan, Amran Harun, Jaratin Lily, and Charlie Albert Lasuin. "Service Quality and Customer Loyalty." International Journal of Online Marketing 3, no. 2 (2013): 1–19. http://dx.doi.org/10.4018/ijom.2013040101.
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The study of e-consumer behavior is getting more attention in e-commerce related literature. Acknowledging the importance of e-commerce, this study aims to investigate the influence of e-service quality dimensions (efficiency, requirement fulfilment, accessibility, privacy and responsiveness) on customer satisfaction and customer loyalty as well as to understand the mediating effect of customer satisfaction on e-service quality and customer loyalty. The study employed survey strategy using a self-administered questionnaire with professionals working in different industries and business settings located in Sabah, Malaysia. Study results indicated that out of five e- service quality dimensions, efficiency, accessibility, privacy and responsiveness are positively affecting customer satisfaction but in contrast accessibility had insignificant impact on customer satisfaction. Meanwhile, efficiency, accessibility and responsiveness were found to have a positive and significant relationship with customer loyalty. The findings of hierarchical regression indicated that customer satisfaction partially mediated the effects of efficiency, privacy and responsiveness on customer loyalty. Based on these findings, the study implications and suggestions regarding future research are discussed.
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Masri, Ni Wayan, Jun-Jer You, Athapol Ruangkanjanases, Shih-Chih Chen, and Chia-I. Pan. "Assessing the Effects of Information System Quality and Relationship Quality on Continuance Intention in E-Tourism." International Journal of Environmental Research and Public Health 17, no. 1 (2019): 174. http://dx.doi.org/10.3390/ijerph17010174.
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The advance of electronic commerce has resulted in successful e-travel services. Through the development of e-travel information, consumers can plan their trip without time and space limitations. This study proposes a model regarding the formation of the relationship quality (customer satisfaction and trust), information system quality, perceived value, and customers’ intention to continue in the e-tourism environment. The study is based on 351 e-travel users in Taiwan. The result shows that customer satisfaction has a positive effect on continuance intention. Information system quality has a positive relationship with customer satisfaction, trust, and customer continuance intention. Furthermore, the perceived value has an effect on customer satisfaction and trust. However, the perceived value is partially related to customer continuance intention through customer satisfaction. The managerial implications of this study are discussed.
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Suja, Suresh, and Krishnaveni Muthiah Dr. "Relationship of Customer Experience with Product-related and Market-related factors in Food Retailing Outlets." RESEARCH REVIEW International Journal of Multidisciplinary 03, no. 09 (2018): 70–74. https://doi.org/10.5281/zenodo.1409147.
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Customer experience is significant for every retailer as the strength of their business is dependent on the experiences provided for the customers. Experiences are unique as it varies from customer to customer, so the retailers are supposed to understand the nature of the experiences met by their customers. The article is focusing on the relationship of customer experience with product-related and market-related factors at food retailing outlets. The results have highlighted quality, price and assortment as important product-related factors and atmosphere, convenience and fast check-out as important market-related factors in influencing the customer experiences.
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MORAIS, F. L., and D. T. A. DIAS. "SATISFACTION SURVEY-RELATED QUALITY CALL CENTER UNDER OPTICS INTERNAL CUSTOMER." Revista Gestão, Inovação e Tecnologias 3, no. 4 (2013): 180–99. http://dx.doi.org/10.7198/s2237-0722201300040013.
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Moo-Hyun Park. "Relationships among Quality Related Activities, Customer Satisfaction and Firms’ Performance." Tax Accounting Research ll, no. 40 (2014): 41–56. http://dx.doi.org/10.35349/tar.2014..40.003.
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Кожушко, Н. С., М. М. Сахошко, С. І. Бердін, М. Г. Баштовий, and Д. В. Смілик. "Customer-related quality of perspective potato hybrids (Solanum tuberosum L.)." Plant varieties studying and protection 16, no. 2 (2020): 173–81. http://dx.doi.org/10.21498/2518-1017.16.2.2020.209235.
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Kozhushko, N. S., M. M. Sakhoshko, S. I. Berdin, M. H. Bashtovyi, and D.V. Smilik. "CUSTOMER-RELATED QUALITY OF PERSPECTIVE POTATO HYBRIDS (SOLANUM TUBEROSUM L.)." Plant varieties studying and protection 16, no. 2 (2020): 173–81. https://doi.org/10.21498/2518-1017.16.2.2020.209235.
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<strong>Purpose.</strong> Based on the study of consumer qualities of perspective potato hybrids (<em>Solanum tuberosum</em> L.) the ones with a high degree of differentiation depending on the biochemical composition of tubers and culinary-consumer type were identified. <strong>Methods.</strong> Field (phenology); laboratory (biochemical, technological); mathematical and statistical (linear correlation, regression). <strong>Results.</strong> Consumer qualities and patterns of their formation under the influence of the biochemical composition of tubers were studied. Excellent taste was determined in <em>mid</em><em>-</em><em>early</em> (‘203.703-3’, ‘205.781-9’), mid-season (‘205.786-72’, ‘205. 798-15’) hybrids. High cooking quality of the tubers was detected in early-season hybrids (‘99.523-15’, ‘205.791-3’, ‘205.785-25’, ‘205.792-205’). Soft crispy texture was detected in mid-early (‘205.776-25’, ‘99.546-3’) and mid-season (‘205.782-24’, ‘205.786-72’, ‘205.798-43’) hybrids. The mid-early hybrid '205.780-8' contained high levels of starch. In terms of resistance to browning, three early-season (‘99.517-39’, ‘203.703-2’, ‘205.785-25’) and two mid-season hybrids (‘205.781-9’, ‘205.788-3’) were selected. It is proved, that the taste development depended on the starch content (r=0,657), proportion of starch/protein (r=0,470) and sugars accumulation (r= -450). The positive dependence of the cooking quality of the tubers on their starchiness (r=0,945), proportion of starch and protein (r=0,900) was detected. The influence of proportion of starch/protein over the texture of the tubers (r=0,877) and starch content (r=0,868) was established. Mealiness depended on sugars (r= -0,494) and starch content (r=0,474), resistance to browning – on tyrosine content in protein (r=-0,873) and free tyrosine content (r= - 0,824). In terms of culinary and consumer type of food (table) potatoes, eight hybrids were rated as type B, five and five hybrids belonged to types A and C respectively, and three hybrids belonged to type D. <strong>Conclusions</strong>. The selected, as for the high level of culinary quality indicators, hybrids can be recommended as valuable output material for practical plant breeding. Determination of biological interrelation of potato culinary quality indicators and biochemical composition of their tubers allowed to develop mathematical simulations to predict taste and texture, and it practically relieved from boiling and subjective evaluation by organoleptic method of tasting results. Systematization of culinary and consumer type food (table) potatoes can be a subject matter in the course of state variety testing.
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A.L. Abdul Rahuman, A.R. Mohamed Akram, and M.Siraji. "Service Quality and Customer Satisfaction: Evidence From State Commercial Banks in Ampara District." Daengku: Journal of Humanities and Social Sciences Innovation 2, no. 1 (2022): 9–18. http://dx.doi.org/10.35877/454ri.daengku675.
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The banking industry plays a crucial role in the industry and economic growth of a country. The products and services offered by banks are significant to attain a competitive edge. The research study empirically finds the effects of service quality dimensions in improving the customer satisfaction of state commercial banks in the Ampara district quantitatively by using a deductive approach. The present study focuses on the factors determining service quality and customer satisfaction. Data was collected from 275 customers from the Ampara district. The conceptual model was formed and categorized under human-related factors, non- human-related factors. Accordingly, hypotheses were formed to examine the relationship that exists between service quality and customer satisfaction. The research study empirically found that there is a positive relationship exist between service quality and customer satisfaction while human-related factors have a great impact on customer satisfaction than non- human-related factors. Reliability and Assurance are the most influential determinants of customer satisfaction in-state commercial banking industry. The findings and managerial implications were suggested to state commercial banks to invest more efforts towards human-related factors than non-human related factors to uplift their service quality to attract and retain their valuable customers.
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Hidayat, Rahmad, La Ode Ahmad Safar Tosungku, and Theresia Amelia Pawitra. "The Influence of Service Quality on Customer Satisfaction Using the Banking Service Quality (BSQ) Method." IJIEM - Indonesian Journal of Industrial Engineering and Management 5, no. 2 (2024): 554. https://doi.org/10.22441/ijiem.v5i2.24254.
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This study aims to analyze service quality at Bank ‘X’ by applying the Banking Service Quality (BSQ) method. Service quality is a crucial factor in maintaining customer satisfaction and preserving the bank's competitiveness against other banks. The BSQ method is used to identify the dimensions of service quality that have the most influence on customer perceptions of services at Bank ’X’. This research employs a quantitative approach by collecting data through questionnaires distributed to customers of Bank ‘X’, the collected data are then analyzed using statistical techniques such as factor analysis to identify service quality variables that emerge from customer perceptions. Additionally, regression analysis is conducted to measure the influence of each dimension on customer satisfaction. The results of this research indicate a negative gap in the access variable, while the other variable experience a positive gap. Negative gap results are also found in the attributes of "customer service assistance," "number of tellers and customer service staff," and "queues at tellers and customer service." The Pearson product-moment correlation test results show that all variables are related to customer satisfaction. The influence of service quality on customer satisfaction at Bank ‘X’ is represented by the equation Y = -5.708 + 0.290X1 + 0.305X2 - 0.423X3 + 0.422X3 + 0.341X5 + 0.35X6. The results of the F-statistic test indicate that all service quality variables significantly influence customer satisfaction simultaneously. The t-statistic results reveal that the reliability variable does not have a significant partial effect on customer satisfaction, whereas the other variable have a significant partial effect on customer satisfaction.
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Septiani, Rosita, and Syafriza Syafriza. "Strategies to Build Customer Trust Based on Service Quality and Relationship Quality: Anchorage Study in Riau Islands." Jurnal Indonesia Sosial Teknologi 5, no. 4 (2024): 1828–34. http://dx.doi.org/10.59141/jist.v5i4.1032.
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This study examines the potential of anchor anchor services in Riau Islands Province (Kepri), focusing on service quality and customer relationships that can affect the satisfaction of anchor anchor service users. Data from a survey of 100 vessels using anchor berthing services in Kabil Kepri waters shows that the quality of service and the quality of customer relationships significantly affect customer satisfaction. The results of regression analysis show that service quality and relationship quality simultaneously contribute greatly to customer satisfaction, with the value of the coefficient of determination reaching 68%. Service quality has a greater influence than relationship quality on customer satisfaction. The implications of this study show that quality service and good customer relations can increase customer satisfaction in using anchor anchor services. The conclusion of this study emphasizes the need for a comprehensive strategy in improving service quality and customer relations in anchorage management in Riau Islands waters. Suggestions for further research are further exploration of more representative indicators of service quality and customer relations as well as increased academic studies in the field of port marketing, especially related to anchorage objects.
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Ratnasari, Agatha Septianna Sri, Antonny Wijaya, and Prisca Yeniyati. "RELATION BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION." SIMAK 20, no. 02 (2022): 287–97. http://dx.doi.org/10.35129/simak.v20i02.374.
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The purpose of this research is to analyze the relation between service qualityand customer satisfaction within Musi Charitas Catholic University. The result of thisstudy will help management to improve service quality and satisfaction among thestudents and hopefully all variables will also fit and match with university values i.e.CHAMPION. 300 questionnaires were distributed to the students from 4 facultiesusing convenience sampling technique, but only 214 questionnaires available to beprocessed. The result shows that Service Quality 61,6% significantly have positiveimpact related to customer satisfaction, and the rest of it 38,4% related with otherfactors.
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Waramontri, Rojanard. "SERVICE QUALITY IN TOURISM MANAGEMENT: COMPARISON BETWEEN TRADITIONAL AND LOW-COST AIRLINES." EUrASEANs: journal on global socio-economic dynamics, no. 1(26) (January 29, 2021): 43–51. http://dx.doi.org/10.35678/2539-5645.1(26).2021.43-51.
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The purpose of this study is to examine service quality and customer satisfaction in tourism management from the customer’s perspective, and also to explore how perceived service quality affects customer satisfaction and loyalty-related behavior towards airlines, and whether the factors affecting service quality, customer satisfaction, and loyalty differ between full-service and low-cost airlines. A critical review of the related literature reveals that the airline industry has been struggling with many challenges: cutting costs, managing fluctuating demand, keeping up with tight quality requirements while trying to maintain superior services and satisfy the needs of various customer groups. The data has been collected through questionnaires based on the previous research. 89 surveys have been completed by the passengers who traveled by air in the previous three months. Traditional airlines’ passengers have significantly higher perceived service quality and customer satisfaction. However, there is no significant difference in loyalty-related behavior. Overall, service quality has a significant influence on customer satisfaction for both traditional and low-cost airlines. However, the effect of service quality on behavioral intentions is only significant for traditional airlines. The results suggest that management of traditional and low-cost airlines should maintain service quality as it affects customer satisfaction.
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Izogo, Ernest Emeka. "Structural equation test of relationship quality." International Journal of Emerging Markets 11, no. 3 (2016): 374–94. http://dx.doi.org/10.1108/ijoem-07-2015-0130.
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Purpose – The purpose of this paper is to examine how companies can influence customers’ repurchase intention and willingness to recommend through relationship quality (RQ hereafter) constructs by leveraging customer orientation, expertise and information sharing. Design/methodology/approach – The research informants were recruited from a Southeastern Nigerian city. Data analysis was based on 303 qualified cases extracted from the 332 valid responses retrieved from the customers of retail banking services through a bank-intercept method and online survey. Findings – Except customer orientation, all the antecedents of RQ were directly related to trust and satisfaction. Whereas satisfaction was both directly and indirectly related to repurchase intention and willingness to recommend, trust was directly and indirectly related to repurchase intention but was not directly related to willingness to recommend. It was only indirectly related to willingness to recommend through satisfaction and repurchase intention. Trust and satisfaction mediate the link between RQ antecedents and repurchase intention and willingness to recommend. The research model explained 67 per cent of the total variance in willingness to recommend. Research limitations/implications – The mediating role of RQ in the link between customer orientation, expertise and information sharing and repurchase intention and willingness to recommend remains largely untested in the literature. This provides an avenue for future studies to extend RQ research to the nature of the construct’s behaviour when it is tested as a mediator in the relationship between its antecedents and consequences especially in West Africa where substantive research is scarce. Practical implications – One of the key measures that retail banks can use to keep customers’ patronage and spur them into making business referrals is to build trust and deliver pleasurable satisfaction by leveraging customer orientation, expertise and information sharing. Originality/value – As far as could be established, this paper represents the first attempt to simultaneously explore the indirect effects of customer orientation, expertise and information sharing on repurchase intention and willingness to recommend through the constructs of RQ. The paper further demonstrates that the relationships estimated within the model are not moderated by gender and occupation differences.
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Yeh, Ying-Pin. "Market orientation and service innovation on customer perceived value." Management Research Review 39, no. 4 (2016): 449–67. http://dx.doi.org/10.1108/mrr-08-2014-0205.
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Purpose To enhance their competitive advantage, firms are increasingly regarding customer-perceived value as a vital factor in advancing the level of service performance. This paper aims to explore how supermarket retailers select and implement market orientation (MO) and service innovation strategies to enhance customer-perceived value based on their investment. Design/methodology/approach A review of the related literature indicated that studies have rarely explored the meanings and outcomes of MO and service innovation. Therefore, this paper examined the roles of MO and service innovation, evaluating how these factors affected relationship quality and customer-perceived value in a supermarket context. Customer advocacy and customer participation were evaluated as the mediating variables, and six hypotheses were formulated. The data were collected by conducting a questionnaire survey of the customers from five of the largest Taiwanese supermarket retailers. A structural equation model was used to test the hypotheses based on the respondent sample data. Findings The results indicated that customer participation and relationship quality are positively related to customer-perceived value. Customer advocacy is positively related to customer participation and relationship quality. MO and service innovation are positively related to customer advocacy. Research Limitations/implications The high explanatory power of the results of the deduced model in this research help explain the MO and service innovation of supermarket retailers toward customers. However, the collection of data related to other retailers requires consumers in other countries to test the robustness of this theoretical model. The results of analyses conducted on other industries and in other countries may differ. Practical Implications This paper investigated how the MO and service innovation capabilities of supermarket retailers contributed to their customer advocacy to achieve superior customer participation, customer relationship quality and customer-perceived value. Originality/value This paper investigates the effect of MO and service innovation on relationship quality and perceived value, and regards customer advocacy and customer participation as mediators.
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Yeh, Ying-Pin. "Corporate social responsibility and service innovation on customer loyalty." International Journal of Bank Marketing 33, no. 6 (2015): 823–39. http://dx.doi.org/10.1108/ijbm-09-2014-0130.
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Purpose – Customer loyalty is crucial for firms to generate positive returns. Creation of customer loyalty is a challenge for service firms because switching service firms can represent a risk. The purpose of this paper is to examine how wealth managers select and implement corporate social responsibility (CSR) and service innovation strategies to influence customer loyalty. Design/methodology/approach – A review of the related literature indicated that scant studies have determined the meanings and outcomes of CSR and service innovation. Therefore, the roles of CSR and innovation were examined in this study to evaluate how these factors affect customer loyalty in a wealth management context. The authors evaluated customer advocacy, relationship quality, and relationship value as mediating variables, and formulated six hypotheses. Data were collected using a questionnaire survey distributed to wealth management customers in Taiwan. All the hypotheses were verified using a structural equation model and data collected from the respondents. Findings – The results indicated that relationship quality and value are positively related to customer loyalty, and customer advocacy is positively related to both relationship quality and value. In addition, CSR and service innovation are positively related to customer advocacy. Research limitations/implications – This research was limited to collecting data related to specific service providers, and therefore consumers in other countries should be examined to test the robustness of the theoretical model. The results of analyses conducted on other industries and in other countries might differ. Practical implications – In the wealth management service context, CSR and service innovation capabilities contribute to customer advocacy, which can achieve superior relationship quality, relationship value, and customer loyalty. Originality/value – This paper contributes to investigations on the effect of CSR and service innovation on customer loyalty by adopting customer advocacy, relationship quality, and relationship value as mediators.
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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 the customer expectation in terms of service, they might receive the service providers ability and talent to present this expected service. Successful service providers add benefits to their offering that not only satisfy the customers but also surprise and delight them. Service quality can be related to service potential (e.g. the quickness of service) and service result (customer satisfaction). Individual service quality states the service quality of employees and distinct from the quality that the customers perceived. From the point of business administration, service quality is an achievement in customer service, it reflects at each service encounter. Customers from service expectations from past experiences and marketers, customers compare perceived service with expected service.
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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 the customer expectation in terms of service, they might receive the service providers ability and talent to present this expected service. Successful service providers add benefits to their offering that not only satisfy the customers but also surprise and delight them. Service quality can be related to service potential (e.g. the quickness of service) and service result (customer satisfaction). Individual service quality states the service quality of employees and distinct from the quality that the customers perceived. From the point of business administration, service quality is an achievement in customer service, it reflects at each service encounter. Customers from service expectations from past experiences and marketers, customers compare perceived service with expected service.
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Erfina, Mei Rahmawati, and Hartono Sri. "Analysis of Customer Loyalty Related to Purchasing Standard Microbial Products (B2b Case Study: Pt. Mrk)." Analysis of Customer Loyalty Related to Purchasing Standard Microbial Products (B2b Case Study: Pt. Mrk) 9, no. 1 (2024): 15. https://doi.org/10.5281/zenodo.10574734.
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This research was conducted to analyze the influence of Perceived Product Quality, Perceived Price Fairness, After-Sales Service Quality, Salesperson's Credibility on Customer Satisfaction and analyze how Customer Satisfaction mediates The influence of Perceived Product Quality, Perceived Price Fairness, After-Sales Service Quality, Salesperson's Credibility on Customer Loyalty. Population in this research is as many as 241 industries pharmacy ever do purchase product Microbiologics with level purchase at least once in 1 year. From the results calculation use Slovin's formula , sum samples studied _ as many as 71 respondents with use simple random sampling technique was used in a way random without Pay attention to strata in the population the . The research method used is a quantitative method with SEM-PLS analysis. Analysis results show that After-Sales Service Quality has an influence positive significant towards Customer Satisfaction. Meanwhile, Perceived Product Quality, Perceived Price Fairness, and Salesperson's Credibility are not influential significant towards Customer Satisfaction. The analysis results also show that Perceived Price Fairness has an effect significant towards Customer Loyalty. Meanwhile, Perceived Product Quality, After-Sales Service Quality, and Salesperson's Credibility are not influential significant towards Customer Loyalty. And Customer Satisfaction does not mediate influence relationship between Perceived Product Quality, Perceived Price Fairness, After-Sales Service Quality, Salesperson's Credibility and Customer Loyalty. Companies must can organize a good After-Sales Service strategy and the right Price Fairness as superiority competitive company so that capable compete with competitors . This can strengthen long-term relationships with customers and increase company profitability. Keywords:- Perceived Product Quality, Perceived Price Fairness, After-Sales Service Quality, Salesperson's Credibility, Customer Satisfaction, and Customer Loyalty.
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Sevilmiş, Ali, İlknur Özdemir, Jerónimo García-Fernández, and James Jianhui Zhang. "Examining the Relationships Among Perceived Quality, Perceived Value, Customer Satisfaction, and Behavioral Intention in Turkish Fitness Centers." Physical Culture and Sport. Studies and Research 96, no. 1 (2022): 40–54. http://dx.doi.org/10.2478/pcssr-2022-0018.
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Abstract The purpose of this study is to analyze the relationships among perceived quality, perceived value, customer satisfaction, and behavioral intention in Turkish fitness centers. The data were collected from 305 fitness customers (149 women and 156 men) using the quantitative method of a questionnaire. The main procedure of this study was to conceptualize fitness clubs’ perceived value as a multidimensional construct of four dimensions. Through a comprehensive review of the literature, a questionnaire was developed to measure perceived quality, perceived value, customer satisfaction, and behavioural intention, which took into consideration the unique characteristics of Turkish fitness centers. After examining the measurement properties by conducting confirmatory factor analysis and structural equation model analysis, the results revealed positive relationships among perceived quality, perceived value, customer satisfaction, and behavioral intention. The findings showed that perceived quality was positively related to social value, functional value, emotional value, and economic value. Likewise, functional value and economic value were positively related to customer satisfaction, and social value and emotional value were not positively related to customer satisfaction. Finally, customer satisfaction was related to behavioral intentions. The implication for management is significant as it shows that quality management is important for the different dimensions of value. Therefore, sports managers must work on quality processes to achieve positive perceived quality and its consequences, such as perceived value or behavioral intentions. This chain of positive perceptions improves consumer loyalty.
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Ramos Cruz, Ramon Alexis, and Luis A. Castro. "TikTok Videos on Customer Experience Related to Product and Service Quality." Avances en Interacción Humano-Computadora 9, no. 1 (2024): 154–62. https://doi.org/10.47756/aihc.y9i1.161.
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Short videos on social media can significantly impact customers' purchasing perceptions and overall customer experience. This study examines the effect of short promotional videos on TikTok. Specifically, it investigates how promotional videos that positively or negatively highlight product features influence perceived quality and purchase intention among young people aged 16 to 24 in Mexico. The study used an experimental design to evaluate how different emotional tones influence key variables of interest. The results suggest that videos with a positive portrayal of a product significantly enhance perceived quality and purchase intention compared to a negative approach. These findings are crucial for small and medium-sized enterprises (SMEs), emphasizing the importance of designing digital products to account for the effects of organic content on business outcomes. They highlight the role of creative and emotionally resonant content on social media platforms.
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Ambo Sakka Hadmar and Andi Asnur Pranata M. H. "CUSTOMER SATISFACTION OF CIGARETTE PRODUCTS RELATED TO PRODUCT QUALITY AND PRICE." Jurnal Multidisiplin Sahombu 2, no. 1 (2022): 13–22. http://dx.doi.org/10.58471/jms.v2i1.286.
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This research aims to identify the impact of product quality and price on consumer happiness for Camel Mild Option Purple Cigarettes by PT Japan Tobbaco International in Bandung. This research is a quantitative research with 56 respondents. To ensure sample information using a questionnaire on a google form by scattering it online. Information obtained using SPSS 26 using the multiple linear regression analysis method. Information analysis using multiple linear regression, correlation experiments, verification experiments, partial experimental analysis with t experiments and f experiments (simultaneously) proves that product quality affects purchase decisions, price affects purchase decisions, on the other hand product quality and price in a similar way affect to purchase decisions.
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Adi Dharmawan, Dwian, and Arifin Sitio. "RELATED IMPACT FROM SERVICE QUALITY AND PRODUCT QUALITY TOWARDS CUSTOMER SATISFACTION AS WELL AS ITS IMPLICATIONS TO CUSTOMER LOYALTY AT PT. CIANJUR ARTHA MAKMUR." Dinasti International Journal of Management Science 2, no. 1 (2020): 101–11. http://dx.doi.org/10.31933/dijms.v2i1.535.
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This research aims to find out those influence from Service Quality, and Product Quality towards Customer Satisfaction and its Implications to Customer Loyalty at PT. Cianjur Artha Makmur. This type of research were catagorized as descriptive analytics research. While population were customers from PT Cianjur Artha Makmur (CAM) totalling of 543 customers according to 2018 company's internal data. These research used Slovin formula to estimates these sample size needed and it obtained 100 respondents. The analysis technique used path analysis through SPSS version 23. The results from this research was indicate that (1) Service Quality has huge impact to Customer Satisfaction (2) Product Quality has significant influence over Customer Satisfaction (3) Service Quality has marked effect to Customer Loyalty (4) Product Quality has undefinable affects towards Customer Loyalty and (5) Customer Satisfaction has huge impact on Customer Loyalty.
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Gök, Osman, Pervin Ersoy, and Gülmüş Börühan. "The effect of user manual quality on customer satisfaction: the mediating effect of perceived product quality." Journal of Product & Brand Management 28, no. 4 (2019): 475–88. http://dx.doi.org/10.1108/jpbm-10-2018-2054.
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Purpose The purpose of this paper is to investigate the elements of user manual quality and its influences on perceived product quality and customer satisfaction in an integrated model structure. Design/methodology/approach Survey method was used to evaluate user manual quality and its influences on perceived product quality and customer satisfaction. Electrical appliances consumers were chosen in our sample. Factor analysis and structural equation modeling were performed to introduce, test and validate the user manual quality dimensions and also test the hypotheses. Findings The findings show a positive significant relation between user manual quality and perceived product quality, and this result demonstrates that consumers perceive user manual quality as a part of their quality evaluation related to the product. The results point out that user manual quality is essential for both low- and high-value products regarding customer satisfaction. The findings also reveal that perceived product quality mediates the influence of user manual quality on customer satisfaction. Practical implications This study reveals that providing a high-quality user manual should be an essential element of product management and development strategies. The findings also highlight the need for companies that particularly sell complex products with long product life cycles must invest in providing high-quality user manuals. This will enhance perceived product quality and in turn customer satisfaction. Originality/value Although some prior studies address user manuals in the relevant literature, these studies did not examine the elements of user manual quality and their impact on consumers’ perceptions of the product quality and their satisfaction evaluations in a research model. This paper attempts to fill this gap in the literature. In addition, the authors found two major dimensions of user manual quality as content-related elements and representational/format-related elements of the user manual.
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Sajidah, Nisrins As, and Sularsih Anggarawati. "Pengaruh Harga dan Kualitas Layanan terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pengguna Netflix." Reslaj : Religion Education Social Laa Roiba Journal 6, no. 3 (2023): 1446–59. http://dx.doi.org/10.47467/reslaj.v6i3.5499.
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The aims of the research is to provide knowledge about the relationship between price and service quality on customer loyalty through customer satisfaction among Netflix users. The method used was a purposive sampling method with a sample size of 206 Netflix streaming application users aged 17-25 years who focused on the city of Bengkulu. The research uses SEM with one of the PLS methods using smartpls 4.0 software to get a more detailed understanding of the respondent's perspective. In accordance with the results of statistical tests, price is significantly related to customer satisfaction even though it is low. Service quality is also positively related to customer loyalty, as is customer satisfaction to customer loyalty. For mediation testing using the upsilon v effect method. Price partially mediates customer satisfaction and customer loyalty, but at a structural level the mediating influence is still relatively low. Meanwhile, the mediating influence of service quality fully mediates customer satisfaction and customer loyalty.
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Ilfana, Adia Azza, and M. Trihudiyatmanto. "Customer Satisfaction: In Relationship With Product Quality To Customer Loyality." Jurnal Akuntansi, Manajemen dan Perbankan Syariah 2, no. 2 (2022): 73–86. https://doi.org/10.32699/jamasy.v2i2.2694.
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Objective - The purpose of this study was to identify the factors that influence customer loyalty at the Afashion Store Wonosobo. The formulation of the problem in this study is that customer loyalty at the Afashion Store is still quite volatile and there are also differences in research results. The existence of these different research results, the researcher offers a concept by providing a mediating variable, namely customer satisfaction. Methodology - This research was conducted at the Afashion Store Wonosobo. The type of research used is a research model with a quantitative approach. The sample used as many as 108 respondents with a sampling technique that is non-probability sampling. This research was conducted using SEM (Structural Equation Modeling) which is operated through the AMOS program. Results - The results of this study are that product quality affects customer satisfaction, product quality affects customer loyalty, customer satisfaction affects customer loyalty, and product quality affects customer loyalty mediated by customer satisfaction. Implication - This research is used as input for policy makers (Marketing Managers) as material for determining marketing strategies related to building customer loyalty through product quality by measuring consumer satisfaction.
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Bara, Fadela, and Tjahjani Prawitowati. "Pengaruh kualitas layanan, kepuasan pelanggan dan keterikatan pelanggan terhadap loyalitas pelanggan grab di Surabaya." Journal of Business and Banking 10, no. 1 (2020): 33. http://dx.doi.org/10.14414/jbb.v10i1.1760.
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Customer Loyalty indirectly help companies to promote products or services to the people closest to them. This is will be greatly help the company to get new customers. To increase Customer Loyalty, the company is expected to improve the quality of services provided. Quality is closely related to Customer Satisfaction and Customer Engagement, quality encourages customers to establish long-term bonds of mutual benefit in the company and Customer Engagement can increase Customer Loyalty because of the high level of Customer Engagement is the result of Customer Satisfaction of the product or service provided by the company.
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Yen, Ta Thi, Nguyen Thi Thuy Trang, and Tran Tuan Anh. "Impact of E-logistics Service Quality on Customer’s Satisfaction and Loyalty: Evidence in Hanoi, Vietnam." East Asian Journal of Multidisciplinary Research 1, no. 5 (2022): 739–52. http://dx.doi.org/10.55927/eajmr.v1i5.477.
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The study assesses service quality and customer loyalty among logistics service providers, with customer satisfaction acting as a moderator between these factors. The survey questionnaire was used to acquire 401 data points from Vietnamese consumers. Least-squares technique was used to examine the data (PLS-SEM). According to the findings, service quality characteristics such as customer service, product quality, information quality, delivery service, perceived pricing, and reverse logistics all have a beneficial impact on customer loyalty via customer satisfaction. According to the findings, customer pleasure is directly related to client loyalty. According to the report, service providers should modernize and improve the quality of their services.
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Mustakim, Hamzah, Pandi Putra, and Ulfa Natsir. "Service Quality and Customer Satisfaction at Kenari Hotel Parepare." Amsir Management Journal 1, no. 1 (2020): 38–45. http://dx.doi.org/10.56341/amj.v1i1.16.
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This research aims to reveal the effect of service quality, namely physical evidence, reliability, responsiveness, assurance, empathy in creating customer satisfaction. The theory used in this research takes the theory of service marketing management, service quality, customer behavior, customer satisfaction. Samples were taken of 60 respondents and analyzed using multiple linear regression analysis tools, using the SPSS 20 application. The results of the research in this article are related to service quality both partially and simultaneously, which influences customer satisfaction and the result is that the average respondents chose answers to agree and only neutral or quite satisfied.
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Nafisah, Dewi, and Moh Agung Surianto. "Customer Service Optimization: A Study of Service Quality Analysis." El-Idare: Jurnal Manajemen Pendidikan Islam 10, no. 1 (2024): 16–23. http://dx.doi.org/10.19109/elidare.v10i1.21579.
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This research aims to optimize customer service through the analysis of service quality using a qualitative approach. Through the collection of descriptive data in the form of written and oral language from observable respondents, the study seeks to delve into individual or group phenomena related to customer service. The research methodology adopts the Miles and Huberman model with a focus on data presentation, data reduction, and conclusion drawing. The results of this data analysis are expected to provide a complex overview of customer service quality, identify weaknesses or deficiencies that may exist, and provide a basis for improvement recommendations. This research contributes to understanding customer expectations and perceptions, advancing the understanding of customer service in the context of modern business, and providing a foundation for company strategies to achieve a competitive advantage through superior customer service.
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Jayaram, Jayanth, and Kefeng Xu. "Determinants of quality and efficiency performance in service operations." International Journal of Operations & Production Management 36, no. 3 (2016): 265–85. http://dx.doi.org/10.1108/ijopm-03-2014-0122.
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Purpose – Using arguments from the knowledge-based view and resource-based view of the firm, the purpose of this paper is to propose that external knowledge (as measured by a firm’s customer orientation) and internal knowledge management (through human capital development techniques of job-related training and enhancing employee capability) together contribute to successful service delivery systems. Design/methodology/approach – The hypothesized model is tested on a large sample of 249 Chinese service firms using structural equation modeling and hierarchical regression analyses. Findings – The results indicate that the knowledge management factors of customer orientation, employee capability and job-related training had a varying influence on quality and efficiency dimensions of service system performance. Also, internal knowledge facets of employee capability and job-related training had complementary effects in inducing improved performance on both quality and efficiency. Research limitations/implications – The focus on the key enablers of customer orientation, employee capability and job-related training does not represent a comprehensive set of enablers of service system performance outcomes. Also, a longitudinal examination of capabilities that influence service system performance can also be explored. Originality/value – The context of service firms in multiple sectors serves as an important contribution to the emerging literature that bridges human resource management and customer orientation in service settings. Implications of the results for practice and theory development are discussed.
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Hendarta, Willy Setiawan, and Annie Susanto. "PENGARUH E-SERVICE QUALITY, CUSTOMER E-SATISFACTION DAN CUSTOMER VALUE TERHADAP CUSTOMER E-LOYALTY DIMODERASI OLEH BRAND IMAGE MELALUI E-CRM QUALITY SEBAGAI VARIABEL INTERVENING." Jurnal Riset Manajemen dan Bisnis 14, no. 1 (2019): 15. http://dx.doi.org/10.21460/jrmb.2019.141.313.
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This study aims to investigate the variables that affect customer e-loyalty through the moderation and mediation role of brand image and E-CRM quality. Those variables include e-service quality, customer e-satisfaction, and customer value. This is a quantitative research with 152 respondents, chosen through the purposive sampling technique. The analytical tool used is PLS-SEM using SmartPLS 3.2.8 software. The findings are that E-CRM quality is positively and significantly related to customer e-loyaty. E-service quality, customer e-satisfaction, and customer value positively and significantly has positive and significant impacts on customer e-loyalty through the mediation role of E-CRM quality. However, brand image cannot moderate the effects of e-service quality, customer e-satisfaction, and customer value towards customer e-loyalty through the mediating role of E-CRM quality. Keywords: E-Service Quality, Customer E-Satisfaction, Customer Value, Brand Image, E-CRM Quality, Customer E-Loyalty, Online Services. ABSTRAK Penelitian ini bertujuan untuk menguji variabel-variabel yang memengaruhi loyalitas konsumen secara elektronik melalui peran moderasi citra merek dan peran mediasi kualitas customer relationship management secara elektronik, meliputi kualitas layanan secara elektronik, kepuasan pelanggan secara elektronik, dan nilai pelanggan. Penelitian ini merupakan penelitian kuantitatif dengan sampel sebanyak 152 orang yang dipilih menggunakan teknik purposive sampling. Alat analisis yang digunakan adalah PLS-SEM dengan menggunakan software SmartPLS 3.2.8. Hasil temuan dari penelitian ini adalah E-CRM quality berpengaruh positif signifikan terhadap customer e-loyalty. E-service quality, customer e-satisfaction, dan customer value berpengaruh positif signifikan terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Meskipun demikian, brand image tidak mampu memoderasi pengaruh e-service quality, customer e-satisfaction, dan customer value terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Kata Kunci: Kualitas Layanan secara Elektronik, Kepuasan Konsumen secara Elektronik, Nilai Pelanggan, Citra Merek, Kualitas Pengelolaan Relasi Konsumen secara Elektronik, Loyalitas Konsumen secara Elektronik, Jasa online.This study aims to investigate the variables that affect customer e-loyalty through the moderation and mediation role of brand image and E-CRM quality. Those variables include e-service quality, customer e-satisfaction, and customer value. This is a quantitative research with 152 respondents, chosen through the purposive sampling technique. The analytical tool used is PLS-SEM using SmartPLS 3.2.8 software. The findings are that E-CRM quality is positively and significantly related to customer e-loyaty. E-service quality, customer e-satisfaction, and customer value positively and significantly has positive and significant impacts on customer e-loyalty through the mediation role of E-CRM quality. However, brand image cannot moderate the effects of e-service quality, customer e-satisfaction, and customer value towards customer e-loyalty through the mediating role of E-CRM quality. Keywords: E-Service Quality, Customer E-Satisfaction, Customer Value, Brand Image, E-CRM Quality, Customer E-Loyalty, Online Services. ABSTRAK Penelitian ini bertujuan untuk menguji variabel-variabel yang memengaruhi loyalitas konsumen secara elektronik melalui peran moderasi citra merek dan peran mediasi kualitas customer relationship management secara elektronik, meliputi kualitas layanan secara elektronik, kepuasan pelanggan secara elektronik, dan nilai pelanggan. Penelitian ini merupakan penelitian kuantitatif dengan sampel sebanyak 152 orang yang dipilih menggunakan teknik purposive sampling. Alat analisis yang digunakan adalah PLS-SEM dengan menggunakan software SmartPLS 3.2.8. Hasil temuan dari penelitian ini adalah E-CRM quality berpengaruh positif signifikan terhadap customer e-loyalty. E-service quality, customer e-satisfaction, dan customer value berpengaruh positif signifikan terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Meskipun demikian, brand image tidak mampu memoderasi pengaruh e-service quality, customer e-satisfaction, dan customer value terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Kata Kunci: Kualitas Layanan secara Elektronik, Kepuasan Konsumen secara Elektronik, Nilai Pelanggan, Citra Merek, Kualitas Pengelolaan Relasi Konsumen secara Elektronik, Loyalitas Konsumen secara Elektronik, Jasa online.
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Terziev, Venelin, Vanya Banabakova, and Marin Georgiev. "Developing Customer Service Standards." International conference KNOWLEDGE-BASED ORGANIZATION 24, no. 2 (2018): 117–22. http://dx.doi.org/10.1515/kbo-2018-0075.
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Abstract Ensuring effective customer service requires targeted efforts in a number of areas, one of which is to develop service standards for each market segment. Differentiating customer service is achieved by adopting different standards according to the following criteria: availability of assortment varieties and quantities in percentage of orders placed; actually delivered quantities and assortment varieties in percent of the ordered ones; time (cycle) to execute orders in hours or days, and more. The development of service standards uses the results of its analyzes and assessments. Standards relating to customer service should be developed in the following areas: responsibilities of management; quality control system; supplier's obligations; design management; document management; purchase quality; product identification; management of the processes of providing services; customer service quality assessment; management of control, measuring and implementation equipment; corrective actions applied in the case of established discrepancies in the provided services; loading, unloading, storing, packaging, delivery and storage of the product; customer interaction; control over data related to service quality; internal audits related to service quality; personnel training; statistical methods. This paper explores the need and capability to develop customer service standards and provides an algorithm for developing standards for employee behaviour toward customers
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Hakim, Mohammad Rahman. "PERSEPSI NILAI PELANGGAN DAN KEPUASAN DI KLINIK SWASTA “X” DI SURABAYA." Jurnal Administrasi Kesehatan Indonesia 5, no. 1 (2017): 91. http://dx.doi.org/10.20473/jaki.v5i1.2017.91-98.
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The increasing number of health service industry caused an increase of health service demand. Keeping service quality is a main key to give good service to patient. One of service quality measurement methods is through patient satisfaction measurement. To service quality which given by health service facility this research aim to identify patient satisfaction toward service quality in Clinic “X” in Surabaya. The research has been implemented with cross sectional design using quantitative approach. The research use questionnaire which given to 89 patients. On patient service quality satisfaction, patient satisfaction toward interaction, service environment and outcome quality is in stratified category. Total satisfaction in stratified category too. Perceived customer value is in good category. Satisfaction on aspect interaction quality and outcome quality is significantly related to perceived customer value. Total satisfaction is significantly related too with perceived customer value. Keywords: customer value, quality, satisfaction, service
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Shrestha, Purna Man. "Impact of Service Quality on Customer Satisfaction and Loyalty." Management Dynamics 24, no. 2 (2021): 71–80. http://dx.doi.org/10.3126/md.v24i2.50041.
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This paper has analyzed the impact of service quality on customer satisfaction and customer loyalty of NTC. For this purpose, this paper has used five dimensions of service quality - tangibles, reliability, assurance, empathy and responsiveness, as proposed by Parasuraman, Berry and Zeithaml (1991). The required data for the study has been collected using a structured questionnaire from the customer of NTC of Surkhet Valley. Using the multiple regression analysis, this paper finds the significant positive impact of all the service quality dimensions on customer satisfaction and loyalty. Furthermore, "Reliability" is the strongest dimension of service quality that impacts customer satisfaction, whereas "Empathy" is the strongest dimension of service quality for impacting customer loyalty. In addition, this paper also finds "Customer Satisfaction" as the important factor for making customers loyal towards the service provided by the organization. Thus, this paper concludes that service quality is the most important factor that makes customers satisfied and loyal. The management of NTC can implement the findings of this study to develop a strategy related to customer service, which creates corporate value and leads to customer satisfaction and loyalty.
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Leavitt, William M. "Applying the Lessons of Quality Customer Service in Public Organizations." Public Works Management & Policy 1, no. 2 (1996): 185–94. http://dx.doi.org/10.1177/1087724x9600100207.
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This article is concerned with the development of productive, high-quality customer service operations. It focuses on key areas related to service quality in the public sector: customer service strategies, organizational structures, and organizational systems. The effect of organization vision and values on the development of customer service strategies is explored, and the use of a high-performance organization model is proposed. In terms of organization structure, this article focuses on the implications and effect of using work teams in customer service operations. The organization systems reviewed specifically involve the selection and hiring of customer service personnel as well as compensation plans for frontline employees. There are other important administrative systems, but these activities play key roles in the performance and productivity of public-sector customer service personnel.
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Gao, Wei, Zhi Chao Wang, and Ran Li. "The Influence of Fashion Shop Perceived Quality on Customer Satisfaction." Advanced Materials Research 332-334 (September 2011): 462–66. http://dx.doi.org/10.4028/www.scientific.net/amr.332-334.462.
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To improve fashion shop service quality, this study investigated customer perception and its effect on satisfaction, using questionnaire approach. By factor analysis, three perceived quality dimensions, including shopping atmosphere, personal service and merchandise characteristics, are extracted. By stepwise multiple regression analysis, the effect of perception dimensions on customer satisfaction was investigated. Furthermore, the effect of all of the quality attributes in each perception dimension on customer satisfaction was also investigated. The result shows all of the perception dimensions significantly influence customer satisfaction. Among them, personal service-related attributes were confirmed the key role for the success of fashion shop. Fashion shop managers should reasonably allocate their limited resources to service attributes based on their contributions to customer satisfaction.
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Elia Cahyani, Tazkiyyah Nururrohmah, Cindy Firstiananda Deka, and Mohamad Zein Saleh. "The Role of Service Quality in Building Customer Satisfaction." Journal of Management and Creative Business 2, no. 4 (2024): 192–205. https://doi.org/10.30640/jmcbus.v2i4.3300.
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The role of service quality in the service business is very important to improve customer satisfaction. Service management focuses on providing services that not only meet but also exceed customer expectations, creating a significant competitive advantage. Service quality serves as a bridge between the company and customers, establishing a long-term, mutually beneficial relationship. In the era of globalization and digitalization, customer interactions that take place mostly online demand companies to offer responsive and efficient digital experiences. Consistency in service delivery is a major challenge, as customers assess the quality of service based on their subjective experience. This study aims to review the literature related to the role of service quality in building customer satisfaction, the factors that affect it, and how companies can implement good service quality to improve customer satisfaction.
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Halil, R. Moh. "Analisis Faktor Yang Berhubungan Dengan Tingkat Kepuasan Customer Akan Mutu Layanan Instalasi Radiologi RSUD Sidoarjo." Jurnal Imejing Diagnostik (JImeD) 8, no. 1 (2022): 58–64. http://dx.doi.org/10.31983/jimed.v8i1.8168.
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Background: Radiology is a medical service that uses all radiation energy modalities for diagnosis and therapy, including imaging techniques and the use of X-ray radiation emission, radioactive, ultrasound, and electromagnetic radiofrequency. The quality of health services is closely related to the results of health services, both medically and non-medically. The purpose of the study is to find out the factors related to the level of customer satisfaction with the quality of radiological installation services of Sidoarjo Hospital.Methods: Design observational research with a cross-sectional approach. The population of all radiology guests at Sidoarjo Hospital in East Java in January, February and March amounted to 3,439 respondents. Samples of radiology guests at Sidoarjo Hospital in East Java amounted to 358 respondents with purposive sampling techniques. Independent variables of payment method or type of insurance, social status and trust. Dependent variable is the level of customer satisfaction with the quality of service. The analysis used is univariate, bivariate and multivariate analysis.Results: The results showed that there is a relationship between payment methods or types of insurance with the level of customer satisfaction with the quality of radiological installation services of Sidoarjo Hospital (p = 0.036). There is a social status relationship with the level of customer satisfaction with the quality of radiological installation services of Sidoarjo Hospital (p =0.048). There is a relationship of patient trust with the level of customer satisfaction with the quality of radiological installation services of Sidoarjo Hospital (p = 0.000). There are factors related to the level of customer satisfaction with the quality of radiological installation services of Sidoarjo Hospital which has an effect is satisfaction with a significance level of p = 0.000 and B = 0.150.Conclusions: This research is expected to increase knowledge or input and consideration in research related to the level of customer satisfaction with the quality of radiology installation services.
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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 diverse levels of customer participation and CCI, to characterize service quality dimensions.Results – The study distinguishes three dimensions of service delivery quality: a dimension related to the providers’ direct performance; a second dimension relative to the performance of customers’ own participation in service activities, and a third dimension relative to the interaction with other customers. The work extends service quality literature by identifying new dimensions which affect service quality in service settings with active customer involvement.Conclusion – Service providers have been developing very diverse delivery processes, frequently inviting customers to have active roles in service production. Often, customers also interact with other costumers in service delivery. The paper provides a contribution to foster the debate about service quality frameworks, and aims to inform the design and the management of services where customer participation and CCI have a key role.
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Gunawan, Ian. "CUSTOMER LOYALTY: The Effect Customer Satisfaction, Experiential Marketing and Product Quality." KINERJA: Jurnal Manajemen Organisasi dan Industri 1, no. 1 (2022): 35–42. http://dx.doi.org/10.37481/jmoi.v1i1.6.
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Tight competition requires companies to be able to do more, so that customer loyalty is maintained. However, the efforts made are not easy, companies need to mobilize all available resources, especially those directly related to consumer behavior. In customer theory, providing satisfaction is one of the main keys to the birth of loyalty behavior. Based on this phenomenon, this research seeks to obtain information through scientific testing with a measurable method, in the form of a quantitative approach. The research correspondents are Uniqlo consumers, totaling 100 people. How to collect data in this study by distributing questionnaires purposively. The results of the study suggest that the best path analysis model in increasing customer loyalty is to focus on increasing customer satisfaction. This becomes rational, because the customer in making a purchase decision is strongly influenced by his psychological state, and with a feeling of satisfaction, loyal behavior will be formed.
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Oduro, Eric, Francis O. Boachie-Mensah, and Gloria K. Q. Agyapong. "Determinants of Customer Satisfaction in the Telecommunication Industry in Ghana: A Study of MTN Ghana Limited." International Journal of Marketing Studies 10, no. 3 (2018): 101. http://dx.doi.org/10.5539/ijms.v10n3p101.
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The study examined the determinants of customer satisfaction in MTN Ghana Limited. The variables of concern were customer expectation, relationship quality, perceived value, perceived quality, and customer loyalty. The American Customer Satisfaction Index (ACSI) model was adapted as the main framework for analyzing customer satisfaction. Data for the study came from a systematic random sample of 377 MTN mobile subscribers, employing questionnaires. Two managers of the mobile network were interviewed on issues related to their CRM systems. Multiple regression analyses were used to examine the relationship between customer expectation, relationship quality, perceived value, perceived (product/service) quality, customer loyalty, and customer satisfaction. The results of the multiple regression indicated that significant positive relationship existed between customer satisfaction and perceived (product/service) quality, relationship quality, and customer loyalty, but not for other variables such as customer expectation, customer complaint, and perceived value. The implications are that MTN Ghana should consider the perceptions of customers on product/service quality, the level of relationship quality and loyalty when managing relationships with customers. The company should put measures in place to build and maintain quality relationships with customers, and also improve the quality of products and services offered to customers. Again, there is the need for management to bridge the gap in their perception of relationship quality and that of customers.
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Putri, Bella Hermanika, M. Nazori Majid, and Titin Agustin Nengsih. "Pengaruh Kualitas Produk, Kualitas Pelayanan dan Promosi Terhadap Keputusan Nasabah Menggunakan Pembiayaan Murabahah dengan Religuisitas sebagai Variabel Moderating (Studi pada BMT Bina Insan Sejahtera Kota Jambi)." Ekonomis: Journal of Economics and Business 8, no. 1 (2024): 702. http://dx.doi.org/10.33087/ekonomis.v8i1.1657.
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This quantitative study uses religion as a moderating variable to investigate how customer decisions are impacted by factors related to promotion, product quality, and service quality. The purpose of this research is to determine whether factors have an affect on one another. Utilizing a questionnaire approach, the study was conducted in Jambi City at BMT Bina Insan Sejahtera. The Saturated Sampling Technique was utilized to gather samples from 88 respondents for this study. The research's hypotheses are that: (1) customer decisions are significantly influenced by the quality of the product; (2) customer decisions are significantly influenced by the quality of the service; (3) customer decisions are significantly influenced by promotion; and (4) customer decisions are significantly influenced by religion (The following are the ways in which religiosity influences customer decisions: (5) it strengthens or weakens the influence of product quality; (6) it strengthens or weakens the influence of service quality; and (7) it moderates the influence of promotion quality. The research yielded the following conclusions: (1) customer decisions are significantly influenced by product quality; (2) customer decisions are influenced by service quality; (3) customer decisions are influenced by promotion; (4) customer decisions are influenced by religiosity; (5) religiosity increases the influence of product quality on customer decisions; and (6) religiosity decreases the influence of service quality on customer decisions. (7) Religiosity reduces the impact of advertisements on purchasing decisions.
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Zhafirah, Nabilah, Rahayu Relawati, and Bambang Yudi Ariadi. "Service Quality, Product Quality, and Perception of Price for Consumer Satisfaction at Aqiqah Business." Agriecobis : Journal of Agricultural Socioeconomics and Business 4, no. 2 (2021): 142–53. http://dx.doi.org/10.22219/agriecobis.v4i2.17909.
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Consumer Satisfaction is an assessment of the features of a product or service that provides a level of pleasure to customers related to meeting customer consumption needs. Aqiqah Nurul Hayat has been serving aqiqah services since 2003 and already has more than 30 branches spread throughout Indonesia. The purpose of this study was to determine the relationship between price perception, service quality, and product quality to consumer satisfaction with aqiqah Nurul Hayat Malang Branch. The research location is at the office of Nurul Hayat Malang branch on Jl. S. Supriadi No. 7 Sukun. Sampling used the accidental sampling method, the respondents obtained were 73 people. The analytical method used in this study is Spearman's Correlation. The data used are primary data. The results obtained indicate that the perception of price, service quality, and product quality have a relationship with customer satisfaction Aqiqah Nurul Hayat Malang branch. The results of the analysis show that perceived price, service quality, and product quality have a strong relationship with customer satisfaction at the Aqiqah Nurul Hayat Malang branch. The recommendation given is to maintain customer satisfaction by continuing to maintain the quality of both services and products.
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Hakim, Adi Lukman, and Erna Nur Faizah. "Kualitas Layanan dan Harga terhadap Kepuasan Pelanggan: Studi Empiris pada Minuman dan Makanan." Jurnal Bisnis dan Kewirausahaan 19, no. 2 (2023): 139–50. http://dx.doi.org/10.31940/jbk.v19i2.139-150.
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Quality service plays an important role in shaping customer satisfaction, but it is also closely related to creating profits for the company. The purpose of the study is whether service quality affects customer satisfaction, whether price affects customer satisfaction and whether service quality and price affect customer satisfaction. The analysis method used is descriptive analysis and multiple linear regression. This research was conducted in relation to the context (implementation of service quality, price and customer satisfaction). In addition, the theoretical gap (detailed perspective on each dimension) left by previous research. The results showed that service quality and price affect customer satisfaction at Café Gartenhutte Trawas. Quality and price show a multiple correlation 0.809 which shows a strong relationship between the independent variable and the dependent variable. This research has implications for businesses that should use their websites to convey information and offer the best customer service to increase perceived value.
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Habtemichael Redda, Ephrem. "E-banking quality and customer loyalty: The mediating role of customer satisfaction." Banks and Bank Systems 18, no. 2 (2023): 177–88. http://dx.doi.org/10.21511/bbs.18(2).2023.15.
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Attaining customer satisfaction and loyalty is seen as a prerequisite for successful bank management. The purpose of the study is to identify and explain the mechanism through which e-banking quality is related to loyalty by including satisfaction as a mediating variable in South Africa. The study adopts a descriptive research design and a quantitative mediation analysis. The data collected through SurveyMonkey comprised a sample of 310 participants who used online banking. The results of the mediation analysis confirm that e-banking quality has a considerable and positive effect on customer satisfaction, which in turn has a significant and positive effect on loyalty in e-banking. The direct effect of e-banking quality on loyalty is also confirmed. Furthermore, the study’s findings show that the quality of e-banking has a significant and favorable indirect effect on loyalty, as mediated by customer satisfaction. Because the direct effect of e-banking quality on loyalty remained significant after the satisfaction intervention/mediation in the model, the mediation is regarded as partial. The findings of this study offer essential marketing guidance for banking professionals who design and implement e-banking solutions for their customers.
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Tharanikaran, Vadivelu, Sutha Sritharan, and Vadivelu Thusyanthy. "Service Quality and Customer Satisfaction in the Electronic Banking." International Journal of Business and Management 12, no. 4 (2017): 67. http://dx.doi.org/10.5539/ijbm.v12n4p67.
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The present study aims to assess the degree of service quality and customer satisfaction in the electronic banking context in Battticaloa district. To achieve these objectives a questionnaire was developed with item measures that capture the service quality and customer satisfaction constructs. In a study of 231 respondents (51 percent of response rate), unidimensionality, reliability and validity assessments were conducted to validate the key constructs and one sample t-test was performed to test the hypotheses. The results indicated that service quality and customer satisfaction were at high degree in the electronic banking in Battticaloa district. The findings of this study assist the bank managers, academics and practitioners to develop and implement service quality and customer satisfaction related strategies in the electronic banking. Further, this study makes a contribution to the existing literature by comprehensively examining the notions of service quality and customer satisfaction in the electronic banking.
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Elvriawati, Tumewah, Juniarta, and Kurniawan Yonathan. "The Effect of M-Banking Service Quality and Customer Perceived Value to Satisfaction and Loyalty of Bank XYZ Customers." International Journal of Management and Humanities (IJMH) 4, no. 6 (2020): 132–38. https://doi.org/10.35940/ijmh.F0634.024620.
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Many banks in Indonesia have been conducting surveys to customers related to services at branch offices (Branch Service Quality) and Customer Engagement with results that continue to growevery year. With the advancement of digital technology, counter services have begun to shift to digital channels, especially mobile banking. Existing research related to the use of mobile banking uses e-servquality more often, which is generally used in research to see the excellence of services in internet banking, online shops, and digital marketplaces. Therefore, we consider it is necessary to carry on a research about the effect of mobile banking service quality on customer satisfaction and loyalty, the effect of customer perceived value on customer satisfaction and loyalty, and the effect of customer satisfaction with customer loyalty. The research was conducted by setting a sample of Bank XYZ customers who use Bank XYZ mobile banking, the total is 505 respondents. Structural equation modeling was used to carry outconfirmatory factor analysis and path analysis. From the results, it can be seen that mobile banking service quality and customer perceived value have a significant effect on customer satisfaction, but no significant effect on customer loyalty. Meanwhile, customer satisfaction has a significant effect on customer loyalty.
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Zafar, Mohsin, Aasia Asif ., Ahmed Imran Hunjra ., and H. Mushtaq Ahmad . "Service Quality, Customer Satisfaction and Loyalty: An Empirical Analysis of Banking Sector in Pakistan." Information Management and Business Review 4, no. 4 (2012): 159–67. http://dx.doi.org/10.22610/imbr.v4i4.977.
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The basic aim of this study is to explore most common constructs for quality of banking services, which influence customer satisfaction and examine the impact of customer satisfaction on customer loyalty in the context of banking relationships. The questionnaire was used to collect the data from 192 valid respondents by convenience sampling method. SPSS was used to analyze the data and AMOS was used to test the model. The results of the study show that there is a positive and significant link between customer satisfaction and constructs of service quality like tangibility, reliability, competence conflict handling and further study inferred that customer satisfaction is positively significant related to customer loyalty.