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Journal articles on the topic 'Customer satisfaction'
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Fan, Zhi Jun, and Zhao Liang Jiang. "Integrated Quantitative Analysis of Customer Satisfaction Based on Kano's Model." Applied Mechanics and Materials 224 (November 2012): 358–61. http://dx.doi.org/10.4028/www.scientific.net/amm.224.358.
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The satisfaction of customer requirements (CRs) is the objective of product configuration. A methodology Based on the Kano's model was proposed to explore customers' stated needs and unstated desires and to resolve them into different categories which have different impacts on customer satisfactions (CSs). The customer satisfactions are classified into group satisfaction and individual satisfaction, and each of them has three types with Kano theory. Group requirements items were selected frequently by the same kind of customers. Individual requirements were specified by the customer himself. Based on a combination of group satisfactions and individual satisfactions, the integrated satisfaction was determined. A case study is provided to illustrate the effectiveness of the presented method.
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Santari, Ni Putu Nita, I. Wayan Suartina, and I. Made Astrama. "Pengaruh Customer Relationship Management dan Kepuasan terhadap Loyalitas Nasabah LPD Desa Adat Anggungan di Badung." Widya Amrita 1, no. 1 (January 20, 2021): 381–93. http://dx.doi.org/10.32795/widyaamrita.v1i1.1187.
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The LPD is a village economic institution that is used to collect and distribute funds in general as well as a source of development financing in almost all parts of customary village areas in Bali. Savings customers are the top priority of the LPD in the customary village of Anggungan to create Loyalty. In creating customer satisfaction and loyalty, the LPD in the customary village of Anggungan is required to implement a good and appropriate strategy, namely Customer Relationship Management (CRM) to increase customer satisfaction and loyalty. The purpose of this study to analyze the effect partially and simultaneously between Customer Relationship Management (CRM) and satisfaction on customer loyalty savings. The population in this study were 1,958 savings customers. The sample was determined based on the Slovin formula with the results obtained by 95 respondents. The results of data analysis indicate that Customer Relationship Management (CRM) and satisfaction simultaneously have a positive and significant effect on customer loyalty. Increasingly improving information technology strategies, namely Customer Relationship Management (CRM) in order to increase customer satisfaction and loyalty savings.
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Nelly, Nelly. "KOMPONEN MANAJEMEN JASA TERPADU TERHADAP KEPUASAN NASABAH TABUNGAN PADA PT. BANK DANAMON INDONESIA, TB CABANG MESJID LAMA PALEMBANG." Jurnal Ilmiah Ekonomi Global Masa Kini 7, no. 1 (July 14, 2016): 13–17. http://dx.doi.org/10.36982/jiegmk.v7i1.99.
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The study aimed to determine the components of integrated management services simultaneously and partially on customer satisfaction savings in PT Bank Danamon Indonesia, Tbk Palembang branch of the Mesjid Lama and to know the components of an integrated service management is a dominant influence on customer satisfaction savings. The study was conducted on customers of Bank Danamon branches of the Mesjid Lama special BDI Palembang active customers savings of up Desember 2015 as many as 93 customers using purposive sampling method. Data analysis techniques used were Linear Multiple Regression analysis. Test result show that components of integrated management services at the same cost savings affect customer satisfaction. Components of intergrated management service consisting of processes, productivity and quaility, promotion and education, physical evidence as well as pricing and other service costs a significant partial effect on customer satisfaction while saving variable products, places and other times, people do not have a significant partial savings in customer satisfaction. Components of physical evidence is the dominant factor affecting customer satisfaction savingsKeyword : Integrated Service Management Component, Customer Satisfaction
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Wulandari, Destri, Muinah Fadhilah, and Henny Welsa. "Analisis Repurchase Intention pada Produk Local Brand Erigo berdasarkan Theory of Planned Behavior dan Customer Value dengan Customer Satisfaction sebagai Variabel Intervening." Journal of Management and Bussines (JOMB) 6, no. 6 (December 21, 2024): 1971–85. https://doi.org/10.31539/jomb.v6i6.9365.
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This research aims to determine the influence of Subjective Norms (X1) and Customer Value (X2) on Repurchase Intention (Y) through Customer Satisfaction (Z) as an intervening variable among Erigo brand customers on Shopee. This type of research is quantitative, using Judgment Sampling or purposive sampling for sampling techniques, and data collection is conducted through surveys using questionnaires. The results show that subjective norms have a significant role in influencing repurchase intention. Customer value positively influences repurchase intention. Subjective norms positively affect customer satisfaction. Customer value has a positive impact on customer satisfaction. Customer satisfaction positively affects repurchase intention. In conclusion, customer satisfaction is able to mediate the variables of customer value and subjective norms with repurchase intention for the Erigo brand on Shopee. Keywords: Subjectiver norms, Customer Value, Repurchase Intention, Customer Satisfactio
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Fauzi, Fitriah, and Purnama Putra. "Analisis Jalur Pengaruh Kualitas Pelayanan dan Citra Perusahaan Terhadap Loyalitas Nasabah Melalui Kepuasan Nasabah Sebagai Variabel Intervening di Bank BNI Syariah." MASLAHAH (Jurnal Hukum Islam dan Perbankan Syariah) 11, no. 1 (June 2, 2020): 33–41. http://dx.doi.org/10.33558/maslahah.v11i1.2758.
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Service quality is the level of excellence expected and control over that excellence is to fulfillcustomer desires. In the service industry such as Islamic banking, service has an important role ingenerating a sense of satisfaction for customers. Customer satisfaction is related to what is expressedby customers about their perceptions and expectations of the services obtained. Customer satisfactioncan also create long-term customer trust that makes customers loyal to the company. This study aimsto analyze the effect of service quality and corporate image on loyalty through customer satisfactionas an intervening variable at Bank BNI Syariah Bekasi Branch. The population used in this studyis Bank BNI Syariah Bekasi Branch. The sample in this study was taken based on the population ofcustomers who save at BNI Syariah at the Bekasi Branch Office as many as 100 respondents. Theanalysis technique in this study is path analysis, which aims to calculate the influence of one or moreindependent variables on other dependent variables. The results showed that the value of servicequality has a positive effect on customer satisfaction. Furthermore, company image has a positiveeffect on customer satisfaction. Furthermore, service quality and company image have a positive effecton customer satisfaction simultaneously. Then customer satisfaction affects customer loyalty.
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Fauzi, Fitriah, and Purnama Putra. "Analisis Jalur Pengaruh Kualitas Pelayanan dan Citra Perusahaan Terhadap Loyalitas Nasabah Melalui Kepuasan Nasabah Sebagai Variabel Intervening di Bank BNI Syariah." MASLAHAH (Jurnal Hukum Islam dan Perbankan Syariah) 11, no. 1 (June 2, 2020): 33–41. http://dx.doi.org/10.33558/maslahah.v11i1.2758.
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Service quality is the level of excellence expected and control over that excellence is to fulfillcustomer desires. In the service industry such as Islamic banking, service has an important role ingenerating a sense of satisfaction for customers. Customer satisfaction is related to what is expressedby customers about their perceptions and expectations of the services obtained. Customer satisfactioncan also create long-term customer trust that makes customers loyal to the company. This study aimsto analyze the effect of service quality and corporate image on loyalty through customer satisfactionas an intervening variable at Bank BNI Syariah Bekasi Branch. The population used in this studyis Bank BNI Syariah Bekasi Branch. The sample in this study was taken based on the population ofcustomers who save at BNI Syariah at the Bekasi Branch Office as many as 100 respondents. Theanalysis technique in this study is path analysis, which aims to calculate the influence of one or moreindependent variables on other dependent variables. The results showed that the value of servicequality has a positive effect on customer satisfaction. Furthermore, company image has a positiveeffect on customer satisfaction. Furthermore, service quality and company image have a positive effecton customer satisfaction simultaneously. Then customer satisfaction affects customer loyalty.
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Nisa, Leli Akhlaqun, and Siti Nur Qomariyah. "Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Baitul Maal Wal Tamwil (bmt) Nu Jombang Cabang Ngoro." KOLONI 2, no. 3 (September 4, 2023): 134–41. https://doi.org/10.31004/koloni.v2i3.520.
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Service quality and customer satisfaction are things that must be considered and optimized so that they can encourage customers to survive and remain the choice. Service quality is a form of customer assessment of the services provided by the company to customers. The title of this research is The Effect of Service Quality on Customer Satisfaction of Baitul Maal wal Tamwil (BMT) NU Jombang Ngoro branch. This research has a goal, namely how service quality (tangible, reliability, assurance, responsiveness, empathy) on customer satisfaction of BMT NU Jombang Ngoro branch. The test results on the t test show that tangible service quality has a partial effect on customer satisfaction with a significance value of 0.052 <0.05, reliability has a partial effect on customer satisfaction with a significance value of 0.000 <0.05, and empathy has a partial effect on customer satisfaction with a significance value of 0.011 <0.05. The results of the F test show that service quality has a simultaneous effect on customer satisfaction with a significance of 0.000 <0.05, and the results of the coefficient of determination show a contribution of 0.413 or 41.3% and the rest of the value is influenced by other aspects not tested in this study. Keywords: Service Quality, Customer Satisfactio
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Yessi Claudia Sianipar, Syafrizal Helmi Situmorang, and Rulianda Purnomo Wibowo. "ANALYSIS OF THE EFFECT OF DIGITAL CUSTOMER EXPERIENCE ON CUSTOMER LOYALTY THROUGH EMOTIONAL MARKETING AND CUSTOMER SATISFACTION FOR INDIHOME CUSTOMERS." International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) 3, no. 4 (July 5, 2023): 1235–47. http://dx.doi.org/10.54443/ijebas.v3i4.1023.
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Some of the conclusions obtained from this research are as follows following: Digital customer experiencesignificantly influence customer satisfaction. This shows that the greater the digital customer experience value that can be felt by customers, the customer satisfaction will increase. Digital customer experiencesignificantly influence emotional marketing. In this study, the relationship between these two variables is the closest of all variables because it has the highest path coefficient and t values. This shows that the greater the value of the digital customer experience, the greater the emotional marketing that customers can feel. emotional marketingsignificantly influence customer satisfaction. This shows that the greater the value of emotional marketing that can be felt by customers, the customer satisfaction will increase. emotional marketingsignificantly influence customer loyalty. This means that the greater the value of emotional marketing that can be felt by customers, the customer loyalty will increase. Customer satisfactionsignificantly influence customer loyalty. This shows that the greater the value of customer satisfaction, the greater customer loyalty will be. Digital customer experiencesignificantly influence customer loyalty through customer satisfaction. Digital customer experiencesignificantly influence customer loyalty through emotional marketing. emotional marketingsignificantly influence customer loyalty through customer satisfaction. Digital customer experiencesignificantly influence customer satisfaction through emotional marketing. Digital customer experiencesignificantly influence customer loyalty through emotional marketing and customer satisfaction.
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Dr., Mohammad Tahseen Sleimi, Asaad Ali Karam Dr., and Ihab Sameer Qubbaj Dr. "The Impact of E-Banking Services Quality on Customers Satisfaction Moderated by Customer Trust: Survey on Arab Bank in Amman, Jordan." Journal of Al-Quds Open University for Administrative & Economic Research 3, no. 9 (June 1, 2018): 24–37. https://doi.org/10.5281/zenodo.1405450.
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This study aimed to investigate E-banking service quality effects over customer satisfaction, by concerning the moderating role of these customers’ trust. Moreover, this research aims to measure the level of overall customer satisfaction and to know which one of the five SERVIQUAL dimensions has the greatest impact on customer satisfaction. Quantitiative research method was used to attain research goals. 500 questionnaires distributed randomly for E-banking customers in all Arab Bank branches in Amman City with the aim of collecting at least the needed number of respondents. 300 questionnaires have been received and analyzed using SPSS software. Research result shows a strong positive relationship between E-banking services and customer satisfaction. Moreover, the results indicated that costumers are satisfied with insurance, empathy, reliability, tangibles and responsiveness in Arab bank. Finally, research findings admitted that customer trust mediates the relationship between E-banking Services Quality and customer satisfactoon.
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Sarwari, Sara, Tanvir Ahmed Minar, Nasrin Shah Naaz, and Md Al Amin Hossain. "Customer Satisfaction Model." International Journal of Tourism and Hospitality Management in the Digital Age 5, no. 1 (January 2021): 34–51. http://dx.doi.org/10.4018/ijthmda.2021010103.
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In the service industry, one of the main challenges is to provide customer satisfaction. Though the number of budget hotel in Bangladesh is increasing, but customer satisfaction of these hotels are still ignored. The aim of the study is to identify the determinants that satisfy the customers in these hotels. The research targeted a total of 350 selected respondents from different budget hotels in Bangladesh. The descriptive analyses were conducted by using Amos SPSS 24. Findings reveal that price is the ultimate preference for budget hotels along with products and service quality for satisfying customers. Customers are unconcerned with the services provided by the hotel staff and the location of the hotel as well.
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Aityassine, Fatima Lahcen Yachou. "Customer satisfaction, customer delight, customer retention and customer loyalty: Borderlines and insights." Uncertain Supply Chain Management 10, no. 3 (2022): 895–904. http://dx.doi.org/10.5267/j.uscm.2022.3.005.
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The aim of this study is to investigate the effects of customer satisfaction and customer delight on customer loyalty through customer retention. Data were collected using a questionnaire developed based on the literature and administered to a sample of restaurant customers consisting of 376 customers. Using IBM SPSS and AMOS software for data analyses, the results indicate that customer retention had a perfect mediating role in the effect of customer satisfaction on customer loyalty and a partial mediating role in the effect of customer delight on customer loyalty. The study provided several contributions. A key contribution to researchers is that the effect of customer satisfaction on other variables, particularly customer loyalty should be assessed in terms of its direct and indirect effects. A basic contribution to managers is that both satisfied and delighted customers have potential intentions to defect, hence, retaining customers is a crucial step to ensure loyalty. Delighted customers are more likely to be retained and retained customers are ready to be loyal customers.
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Setyowati, Dyah, and Sri Antariksa. "Analysis of the Influence of Green Marketing, Consumer Attitudes, Digital Marketing on Customer Loyalty with Customer Satisfaction as an Intervening Variable." International Journal of Economics, Finance and Management Sciences 12, no. 6 (December 27, 2024): 554–62. https://doi.org/10.11648/j.ijefm.20241206.27.
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The purpose of this study was to determine the variables that make customers feel satisfied and loyal to Local Franchise Restaurants in Indonesia. The variables studied were Green Marketing, Consumer Attitude, Digital Marketing, Customer Loyalty and Customer Satisfaction as an Intervening Variable. The sample of this study was 110 respondents. The quantitative research method used SEM AMOS. From the results of the analysis of this study, it appears that this study supports the theory or research results which state that Green Marketing, Positive Customer Attitudes and Digital Marketing have an effect on Customer Loyalty. And Local Franchise Restaurant Customers have the same Satisfaction and Loyalty Standards as Foreign Franchise Restaurant Customers, namely considering Green Marketing, Customer Attitudes and Digital Marketing. The results of the study are as follows a) that Green Marketing is a consideration of Customer Satisfaction Customers. b) the Customer Attitude variable affects the customer satisfaction variable. In order for Customer Attitude to be positive, Restaurant employees must be quick in responding to customer needs or requests. Waiters are sensitive to customer needs and desires and when finished saying thank you, can provide satisfaction to customers. c) the Digital Marketing variable affects the customer satisfaction variable. Promotion with Digital Marketing makes it very easy for customers to buy food products by utilizing technological advances. d) the Green Marketing variable affects the customer loyalty variable. Customers already understand the importance of Green Marketing in managing a business. e) the Customer Attitude variable affects the customer loyalty variable. Management and employees must be able to perform well so that their customers are loyal to repurchase the company&apos;s products, buy various new products and recommend to others. f) the Digital Marketing variable affects the customer loyalty variable. Digital Marketing is improved to be able to attract loyal customers. g) the customer satisfaction variable affects customer loyalty. Customer satisfaction will make customers loyal to it. h) the Green Marketing variable indirectly affects customer loyalty. Green Marketing affects customer loyalty through customer satisfaction with Restaurant products. i) the Customer Attitude variable indirectly affects customer loyalty through customer satisfaction, on restaurant products. j) the Digital Marketing variable indirectly affects customer loyalty through customer satisfaction with restaurant products.
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Candra, Sevenpri, and Fanny Peolana. "THE EFFECT OF RELATIONSHIP MARKETING IN INDONESIAN COSMETICS MARKET." Humanities & Social Sciences Reviews 7, no. 6 (November 28, 2019): 416–24. http://dx.doi.org/10.18510/hssr.2019.7667.
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Purpose: The success of a business distributor is closely associated with its customers, so that customer satisfaction and loyalty should be maintained well. This research aims to clarify whether there’s a significant effect between relationship marketing and corporate image on customer satisfaction and its impact on customer loyalty in the Cosmetics Company.
 Methodology: This research is a quantitative, design with an associative descriptive study, to provide an overview of the effect between variables to be studied to test the hypothesis that has been established through a questionnaire survey. The population in this study is 54 retailer customers from Cosmetics Industry. The collected data were processed using the method of Partial Least Square (PLS) using software Warp PLS 5.0.
 Result: Results showed that there is a significant effect between relationship marketing on customer satisfaction, and between customer satisfactions on customer loyalty. But there is no significant effect of corporate image on customer satisfaction. Furthermore, there is a significant indirect effect between relationship marketing on customer loyalty through customer satisfaction. However, there is no significant indirect effect between corporate images on customer loyalty through customer satisfaction.
 Applications: This research can be used for universities, teachers, and students.
 Novelty/Originality: In this research, the model of the -- is presented in a comprehensive and complete manner.
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Zaki, Waqas, Waleed Bin Khalid, and Abdul Samad Bhatti. "Web Quality Features Impact On Customer Satisfaction." Journal of Educational Paradigms 2, no. 2 (December 15, 2020): 120–24. http://dx.doi.org/10.47609/0202022020.
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Online shopping is worldwide and becoming more popular phenomena nowadays. It is now a better option for customers because it is more comfortable and provides various options than conventional ones. So, the customer’s satisfaction in online shopping is becoming more important and challenging for online retailers nowadays. Customer satisfaction is how much the customer is happy and fulfilled with an online retailer’s products and services. In this research, the researcher used a survey method of distributing questionnaires to 270 respondents, using a random sampling technique. The research findings showed that achieving customer satisfaction the quality of a website plays an important role. It moves customer satisfaction negatively and positively as the study explains the customers’ satisfaction's impact on website quality. In the future, it will help online retailers develop a website and know more about the customer behavior towards online shopping. It may help an online retailer determine how to improve its products and services and overcome the upcoming demands of customers satisfyingly in the future.
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Dewi, Liliana. "CUSTOMER LOYALTY, THROUGH CUSTOMER SATISFACTION IN CUSTOMERS PT. XYZ." JURNAL APLIKASI MANAJEMEN 18, no. 1 (March 1, 2020): 189–200. http://dx.doi.org/10.21776/ub.jam.2020.018.01.19.
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Hardono, Joko, Henri Ponda, and Devi Setyaningsih. "ANALISA TEKNIK PENGUKURAN KEPUASAN PELANGGAN PADA PT GRAMEDIA ASRI MEDIA (REGIONAL I TB.GRAMEDIA BALEKOTA)." Journal Industrial Manufacturing 4, no. 1 (January 28, 2019): 55. http://dx.doi.org/10.31000/jim.v4i1.1245.
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This research proposes Analysis of Customer Satisfaction Measurement Techniques At PT Gramedia Asri Media (Regional I TB.Gramedia Balekota) the purpose of this research is to find out what aspects are used by PT. Gramedia Balekota to assess customer satisfaction and analyze customer satisfaction assessment techniques applied by PT. Gramedia Balekota at this time. The research method used in this study is the method of observation, interview, questionnaire, and literature study. Comparing the current method to Servqual Method with five aspects of customer satisfaction, namely Tangible, Reliability, Responsivenessi, Assurance, and Empaty. From the results of questionaire satisfaction of TB customers. Gramedia Period period January 2018-May 2018 obtained results A total of 189 respondents gave an assessment of Sad Emoticon, a total of 205 respondents gave an Emoticon flat rating, and as many as 106 respondents gave an assessment of Smile Emoticon. The aspect of customer satisfaction assessment included in TB. Gramedia Balekota in it’s questionnaire to measure customer satisfaction. TB.Gramedia Balekota only uses three indicators, namely product availability, shopping convenience, and product quality. Product availability and product quality enter the tangible aspect. And the convenience of shopping goes into the Reliability aspect. So that in measuring the satisfaction of TB customers, Gramedia Balekota has not fulfilled the five aspects of service quality.Key words : Measurement, customer satisfactions, Servqual Method , service quality
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Tseng, Lu-Ming. "How customer orientation leads to customer satisfaction." International Journal of Bank Marketing 37, no. 1 (February 4, 2019): 210–25. http://dx.doi.org/10.1108/ijbm-10-2017-0222.
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PurposeFinancial service workers’ etiquette and creativity have been less mentioned in the research on bank marketing. The purpose of this paper is to examine the mediating effects of financial service workers’ etiquette and creativity on the relationship between customer orientation and customer satisfaction.Design/methodology/approachData are collected from 336 insurance customers in Taiwan, and partial least squares analysis is used to test the hypotheses.FindingsThe findings show that financial service workers’ customer orientation (perceived by customers) is positively related to the customers’ perception of financial service workers’ etiquette and creativity. Moreover, it is found that the financial service workers’ etiquette and creativity partially mediate the relationship between customer orientation and customer satisfaction.Originality/valueThis is the first study to highlight the roles that financial service workers’ etiquette and creativity play in the relationship between customer orientation and customer satisfaction.
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Sugiato, Budi Jaya, Slamet Riyadi, and Endah Budiarti. "The effects of customer relationship management, service quality and relationship marketing on customer retention: The mediation role of bank customer retention in Indonesia." Accounting 9, no. 2 (2023): 85–94. http://dx.doi.org/10.5267/j.ac.2022.12.004.
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This study aims to examine customer retention (CR) from the aspect of customer satisfaction with customer relationship management (CRM), service quality and marketing relations (RM). State-owned bank customers selected the research population in all branch offices in the Madura region, and data were collected through a Likert scale model questionnaire. The results of the path analysis using the structural analysis model (SEM) show that there is an influence of CRM on customer satisfaction; there is an effect of service quality on customer satisfaction; there is an effect of RM on customer satisfaction; CRM through customer satisfaction affects CR; service quality through customer satisfaction affects CR; RM through customer satisfaction affects CR; there is an effect of customer satisfaction on CR on customers. Then the simultaneous test shows that simultaneously RM, service quality, and RM impact customer satisfaction, and the value of coefficient of determination (R-Square) explains that CRM, service quality, and RM can effectively contribute to customer satisfaction. Simultaneously, CRM, service quality, and RM affect CR. CRM, service quality, and RM affect CR mediated by customer satisfaction. CRM, service quality, and RM, through customer satisfaction, can effectively contribute to CR to customers of state-owned bank Regional Offices.
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Wafi, Dhani Khasbul, and Supriyono Supriyono. "Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan Ninjaxpress di Kabupaten Nganjuk." Al-Kharaj : Jurnal Ekonomi, Keuangan & Bisnis Syariah 5, no. 4 (October 15, 2022): 1526–41. http://dx.doi.org/10.47467/alkharaj.v5i4.1752.
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 This Research aims to measure customer satisfaction of Ninjaxpress in Nganjuk. It will give benefit for the merchant of Ninjaxpress Nganjuk which sell their product into Marketplace such as Lazada, Shopee and Tokopedia. The customer satisfaction will make the business environment more professional specifically in online business. By understanding, customer satisfaction of Ninjaxpress Nganjuk, the merchant will accelerate their product shipment to end customer. The methodology used is Partial Least Square (PLS) with quantitative approach. The data is collected from literature review, business report, and survey which is distributed to 65 loyal customers from Ninjaxpress in Nganjuk using purposive sampling. Purposive sampling uses inclusive criteria which are above 17 years old and they are experienced using Ninjaxpress Services. The result of this research is that Quality (X) has positive impact with customer satisfactions (Y), with path coefficients 0,876508, T-Statistic Value 23,327372 > 1,96 (From table Zα = 0,5) or P-Value 0,000 < 0,05. There is a positive coloration between the quality of services and customer satisfactions
 Keywords: Service Quality, customer satisfaction
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Chatzigeorgiou, Chryssoula, Evangelos Christou, Panagiotis Kassianidis, and Marianna Sigala. "Examining the relationship between emotions, customer satisfaction and future behavioural intentions in agrotourism." TOURISMOS: AN INTERNATIONAL MULTIDISCIPLINARY JOURNAL OF TOURISM 4, no. 4 (March 15, 2009): 145–61. https://doi.org/10.5281/zenodo.375533.
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<em>Marketers have been working tirelessly to determine the factors that lead to customer satisfaction presuming that customer satisfaction automatically leads to repeated customers. Service quality, customer satisfaction, customer loyalty and repeat business are issues well recognized and investigated by researchers. Recent theory however suggests that service quality alone doesn’t necessarily encourage customers to repeat their choices, but rather, “complete” customer satisfaction does Thus, the main research question addressed in this paper is how to complete the relationship between “complete” customer satisfaction and repeat business. The customer’s emotions have been proved to be a key determinant to turn a satisfied customer into a repeated one. The research was conducted in 2009, addressed to customers of agrotourism businesses on Lesvos Island and Florina – Greece. </em>
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Bahtera, Novyandri Taufik, and Vina Firkiyatul Munawaroh. "Analyzing Customer Satisfaction’s Effect as Intervening Variable of Service Quality Influencing Customer Loyalty: Indonesian Perspective." TIJAB (The International Journal of Applied Business) 6, no. 2 (November 25, 2022): 195–208. http://dx.doi.org/10.20473/tijab.v6.i2.2022.38567.
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Service quality is defined as a performance offered by a company to customers providing customer satisfaction and, in turn, can earn their loyalty. This study aims to analyse service quality effect on customer satisfaction, customer satisfaction on customer loyalty, and customer satisfaction as mediating service quality on customer loyalty. The method used inferential quantitative research. The data were collected by distributed online questionnaires on 43 customers of Islamic bank in East Java, Indonesia as the respondents. The data were processed by using the SmartPLS 3.0. The study’s result show a positive effect for service quality on customer satisfaction, a positive effect for customer satisfaction on customer loyalty, and a positive effect on customer satisfaction as mediating variable on service quality with customer loyalty. A company can get customer satisfaction if it provides excellent service quality and ultimately gets customer loyalty.
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DR.K.VANITHA, DR K. VANITHA. "Customer Relationship Management on Customer Satisfaction." International Journal of Scientific Research 3, no. 4 (June 1, 2012): 1–3. http://dx.doi.org/10.15373/22778179/apr2014/240.
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Mohammadhossein, Nastaran, Mohammad Nazir Ahmad, Nor Hidayati Zakaria, and Shidrokh Goudarzi. "A Study towards the Relation of Customer Relationship Management Customer Benefits and Customer Satisfaction." International Journal of Enterprise Information Systems 10, no. 1 (January 2014): 11–31. http://dx.doi.org/10.4018/ijeis.2014010102.
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The purpose of this study is to investigate the efficacy of customer relationship management (CRM) benefits for customers in relation to customer satisfaction. A model has been developed and empirically tested through survey data collected from 150 customers of three Malaysian companies. The results indicate that the benefits of CRM for customers have had a significant positive effect on their satisfaction in marketing companies. Personalized service, responsiveness to customer's needs, customer segmentation, customization of marketing, multichannel integration, time-saving and improving customer knowledge are the benefits that we proposed would affect customer satisfaction in order to significantly improve marketing performance. Additionally, the results reveal that all the benefits found, with the exception of time-saving, enhanced customer satisfaction. This paper contributes to the existing literature by incorporating the benefits of CRM for customers and the relationships of these benefits with their satisfaction in the proposed model.
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Lukito, Raynaldi, Tommy Christian Efrata, Liestya Padmawidjaja, and Wirawan E. D. Radianto. "The Impact of Perceived Quality and Perceived Value On Customer Satisfaction and Loyalty." 14th GCBSS Proceeding 2022 14, no. 2 (December 28, 2022): 1. http://dx.doi.org/10.35609/gcbssproceeding.2022.2(22).
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One of the key elements that determines a business's financial and general success is customer loyalty. Because they are happy with the products they have already purchased, customers become loyal. Customer loyalty is ultimately a result of customer satisfaction. The purpose of this study is to ascertain whether perceived value and quality affect customers' satisfaction and loyalty with autoparts products. This study included 132 respondents who were auto parts customers. The results showed that customer satisfaction is significantly impacted by perceived quality. Customer loyalty is not directly influenced by a perceived quality, but it is indirectly affected by it. Customer satisfaction is significantly impacted by value perception. Customer loyalty is influenced by perceived value both directly and indirectly. Along with customer satisfaction, which significantly affects customer loyalty. Keywords: Quality Perception, Value Perception, Customer Satisfaction, Customer Loyalty
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Sihombing, Ati Fitriani, and Meitiana Meitiana. "The Customer Satisfaction Roles in Customer Satisfaction Affect the Quality of Service Customer Loyalty." JEMBA: Jurnal Ekonomi Pembangunan, Manajemen & Bisnis, Akuntansi 4, no. 1 (March 30, 2024): 84–91. http://dx.doi.org/10.52300/jemba.v4i1.15481.
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Customer loyalty is a very important aspect, and therefore, efforts are needed to increase customer loyalty by using several supporting factors, such as improving service quality so that customers are satisfied. This study aims to determine the effect of service quality on customer loyalty mediated by customer satisfaction. This research is quantitative. The sample obtained in this study was selected using simple random sampling. The number of samples used in this study was 78. The data analysis method used was the Partial Least Square (PLS) approach. The results of the study indicate that hypothesis 1 is significant, with a t-statistic value of 37.397 > 1.96 and a p-value of 0.000 < 0.05. This result proves that service quality plays a role in creating customer satisfaction and increasing customer loyalty. Hypothesis 2 is significant, with a t-statistic value of 23.791 > 1.96 and a p-value of 0.000 < 0.05. This result proves that service quality has a role in creating customer satisfaction and increasing customer loyalty. Hypothesis 3 is significant with a t-statistic value of 8.002 > 1.96 and a p-value of 0.000 < 0.05. This result proves that customer satisfaction is important in increasing customers' loyalty at Café Bandrek Opung Palangkaraya.
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Hendratmoko, Suseno. "ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN (Studi Kasus pada Rumah Makan "Rata-Rata" Yogyakarta)." Adbis: Jurnal Administrasi dan Bisnis 12, no. 2 (January 10, 2019): 104. http://dx.doi.org/10.33795/j-adbis.v12i2.46.
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This research aims to determined customer satisfaction with the quality product, service quality and price at restaurant Rata - rata Yogyakarta. 
 This research is a type of quantitative descriptive used primary and secondary data. The technic use accidental sampling with sampling. 
 Research gives shows better quality, gives more satisfaction to customers. Even in service quality. Better service quality gives more customer satisfaction. So that with the variable of price. With the competitive price, gives more customers satisfaction. It shows that even both partially nor simultaneusly, product quality, service quality and price give effects to the customers satisfaction. Especially for product quality has highest validity. It's about 0,413 or 41,3 % effect to custome satisfaction. As it has the tagline of the restaurant; serv all indonesian taste vegetable soup with 25varians, 45 dining fish.
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Jiang, Yiran, Lan Xu, Nan Cui, Hui Zhang, and Zhilin Yang. "How does customer participation in service influence customer satisfaction? The mediating effects of role stressors." International Journal of Bank Marketing 37, no. 3 (May 7, 2019): 691–710. http://dx.doi.org/10.1108/ijbm-12-2017-0261.
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Purpose The purpose of this paper is to examine the impact of customer participation on role behaviors and customer satisfaction. The mediating role of role stressors is also examined. Design/methodology/approach Based on literature reviews, a survey of 317 bank customers was conducted in Central China, using a structured questionnaire. Structural equation modeling was used for data analysis to test research hypotheses. Findings The current work found that the inconsistency between the role expectations from participating customers and service providers would increase the customer perceived role stress. Therefore, customer participating width and depth can affect customer satisfaction in two different ways. On the one hand, role stressors (i.e. role ambiguity and role conflict) in customer participation have a negative effect on customer compliance, decreasing customer satisfaction. On the other hand, role stressors have a positive effect on customer creativity, increasing customer satisfaction. Originality/value No prior studies, thus far, have examined how customer perceived role stressors in service participation affect customers’ role performance and satisfaction in the service process. The current research identifies the characteristics of customer participation from the perspectives of task role set. On the basis of role stressor theory, this research examines the effects of customer participation width and depth on customer satisfaction using customer perceived role stressors as mediating variables. This research also investigates the mixed effect of role stressors on customer satisfaction. It provides empirical support for the role of customers as “co-creators” by distinguishing customers’ creative behaviors from customer compliance and finds the positive effect of role stressors on customer satisfaction via customer creativity.
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Dunnas, Irsyad, and Hosra Afrizoni. "Pengaruh Dimensi Kualitas Pelayanan Terhadap Kepuasan Pelanggan pada Pelanggan Premium PT. PLN (Persero) UP3 (Unit Pelaksana Pelayanan Pelanggan) Padang." EKASAKTI MATUA JURNAL MANAJEMEN 1, no. 3 (July 23, 2023): 226–40. http://dx.doi.org/10.31933/emjm.v1i3.922.
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This study aims to analyze and determine the Effect of Service Quality Dimensions on Customer Satisfaction of Premium Customers of PT. PLN (Persero) UP3 (Customer Service Implementation Unit) Padang. The type of data is qualitative data which is used as quantitative data with primary data sources. Methods of data analysis in this study using descriptive analysis, multiple linear regression analysis, coefficient of determination, hypothesis testing t-test, and F test. The results of this study indicate that: 1. Reliability partially has a positive and significant effect on customer satisfaction on Premium Customers of PT. PLN (Persero) UP3 (Customer Service Implementation Unit) Padang. 2. Responsiveness partially has a positive and significant effect on customer satisfaction on Premium Customers of PT. PLN (Persero) UP3 (Customer Service Implementation Unit) Padang. 3. Assurance partially has a positive and significant effect on customer satisfaction on Premium Customers of PT. PLN (Persero) UP3 (Customer Service Implementation Unit) Padang. 4. Empathy partially has a positive and significant effect on customer satisfaction on Premium Customers of PT. PLN (Persero) UP3 (Customer Service Implementation Unit) Padang. 5. Physical evidence partially has a positive and significant effect on customer satisfaction at Premium Customers of PT. PLN (Persero) UP3 (Customer Service Implementation Unit) Padang. 6. Reliability (X1), responsiveness (X2), assurance (X3), empathy (X4) and tangibles (X5) simultaneously have a positive and significant effect on customer satisfaction on Premium Customers of PT. PLN (Persero) UP3 (Customer Service Implementation Unit) Padang.
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Kurnia, Fachreza Eka, Achsania Hendratmi, Saiful Anam, and Muhammad Nur Miftakhul Ivanda. "Pengaruh Kualitas Pelayanan Islam terhadap Loyalitas Pelanggan dengan Mediasi Kesenangan Pelanggan pada Penginapan Syariah di Mojokerto." Jurnal Ekonomi Akuntansi dan Manajemen 22, no. 2 (September 28, 2023): 161. http://dx.doi.org/10.19184/jeam.v22i2.39501.
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This study's objective is to investigate the relationship between the quality of sharia-compliant customer service and the degree of customer loyalty, with the satisfaction of customers serving as a moderating variable. The participants in this study were customers who had previously utilised the services provided by sharia inns in Mojokerto. The research was carried out in a number of sharia inns in Mojokerto. The data analysis technique uses Regression Path Analysis. The empirical research results prove that service quality influences customer loyalty and customer satisfaction, and customer satisfaction influences customer loyalty. The results of the study also found that customer satisfaction mediates the effect of service quality on customer loyalty. In an increasingly competitive business era, service quality and customer satisfaction play a very important role for a company's success. Good service quality and customer delight can help build long-term relationships with customers. When customers are satisfied with the services provided, they tend to remain loyal and not switch to competitors.
 Keywords: Customer Loyalty, Customer Satisfaction, Islam Service Quality
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Adeinat, Iman, Naseem Al Rahahleh, and M. Ishaq Bhatti. "Customer satisfaction with Ijarah financing." Qualitative Research in Financial Markets 11, no. 2 (May 7, 2019): 227–43. http://dx.doi.org/10.1108/qrfm-03-2018-0029.
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Purpose The purpose of this study is to assess customers’ perceptions of Islamic banks (IBs) of customers who have used or intend to use Ijarah service to purchase a car. The study further examines the mediating role of clarity and accuracy (CAA) of service offered between customer perceptions and customer satisfaction. This paper focuses on connecting in quantitative terms customers’ perceptions of IB services to customer satisfaction by providing the first evidence of this relationship in the context of car Ijarah financing. Design/methodology/approach In this paper, a model is proposed to assess customers’ perceptions of the Ijarah service used by IBs to finance car purchases. The model connects customers’ perceptions to customer satisfaction with this Shariah-compliant service. The data are drawn from 300 randomly selected customers living in five major cities in Pakistan, and factor analysis and structural equation modeling are used to understand the patterns of correlation/covariance among a set of variables and to evaluate customers’ perceptions of Ijarah financing for car purchases. Findings The results of the study show a significant positive relationship between customers’ perceptions and customer satisfaction. In particular, the CAA of the services provided is a significant predictor of customer satisfaction. This paper finds that CAA is a partial mediator between customers’ perceptions and customer satisfaction. Research limitations/implications As this study is based on only one country and one simple car Ijarah financing product, the results cannot be generalized to the entire industry. Therefore, deeper research is needed in which data from other countries are used and a range of models and approaches are applied to secure knowledge about the multinational and multifactor variations of Ijarah financing. Practical implications In terms of their implications for IBs, the study results provide a basis for the banks to more effectively cater to their customers by improving the services offered in line with customers’ expectations and thereby increasing profitability. This investigation is much needed in academia and industry because the market share for Ijarah financing is growing and competition between IB products and conventional banking products is increasing. Originality/value This study presents the first endeavor to use exploratory factor analysis, confirmatory factor analysis and structural equation modeling to assess customer satisfaction in Ijarah financing using Pakistani banking clients’ data. This approach is also applicable to various IB financial products and Shariah contracts.
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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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Soumutul, Mauritz Edo. "Customer Relationship Proneness: Is It Important for Customer Loyalty?" Jurnal Manajemen Teknologi 21, no. 2 (2022): 137–49. http://dx.doi.org/10.12695/jmt.2022.21.2.2.
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Abstract. As customer satisfaction and loyalty are crucial elements in increasing company profits, companies must strive to establish good relationships with customers, including in mobile services. Opinions in previous research differ regarding the effect of customer extroversion on satisfaction toward impacting customer loyalty. The present study provides related input and potential solutions. It employs relationship marketing theory with the mediating variable of customer relationship proneness (CRP) added in, testing previous research and ultimately not finding a significant relationship between customer personality (extroversion) and customer satisfaction. Data was obtained via the survey method and structural equation modeling (SEM). The questionnaire serving as the main instrument of data collection is measured by a Likert scale, having been administered to 140 customers of mobile service providers. The findings have practical implications for identifying the effects of personality on customer satisfaction and obtaining customer loyalty in mobile services. This information can better enable mobile service providers to target and retain customers. Keywords: Conscientiousness, extroversion, customer relationship proneness, customer satisfaction, customer loyalty
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RAI, AVISHEK KUMAR. "CUSTOMER SATISFACTION AND CUSTOMER LOYALTY AT JAYASHREE TEXTILES." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 08, no. 04 (May 1, 2024): 1–5. http://dx.doi.org/10.55041/ijsrem32789.
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In this globalised and intensely competitive world, it is very necessary to retain existing customers. Thus customer loyalty has become need of any manufacturing industry. But to gain customer loyalty, it is necessary for the organizations to know about the factors which are influencing customer loyalty. So, the aim of this research is to explore the factors which influence customer loyalty and customer satisfaction at Jayashree Textiles. The factors which are influencing customer loyalty are product quality, customer support, product pricing, overall customer experience, consumer spending, information exposure, etc. To achieve the aim of the research, first those factors were being explored by using existing literature. Customer satisfaction and customer loyalty are important in the textile industry because they can help businesses differentiate themselves from competitors and improve their business strategies. Customer satisfaction can help businesses understand how their customers perceive their products, services, and overall shopping experience. Customer loyalty can help businesses build long – lasting relationships with their customers, increase revenue, and reduce customer acquisition costs.
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Dewi, Apria Tika, and Dhani Ichsanuddin Nur. "Customer Loyalty Analysis in PT. BNI-46 (Persero) Support Branch of Graha Pangeran Surabaya." IJEBD (International Journal of Entrepreneurship and Business Development) 4, no. 4 (July 31, 2021): 555–65. http://dx.doi.org/10.29138/ijebd.v4i4.1469.
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BANK is a financial institution that plays an important role in the economy which influences the movement of economic growth with the aim of improving the standard of living of the people at large. Based on the background of the problem, regarding the provision of good service quality to customers and the satisfaction received by customers with bank trust are the reasons for customers in choosing a bank so that customer loyalty can be created. This study aims: to determine the effect of trust on customer loyalty, to determine the effect of service quality on customer loyalty, to determine the effect of trust on customer loyalty through customer satisfaction and to determine the effect of service quality on customer loyalty through customer satisfaction.The main method of this research is to emphasize objectively measuring aspects of social phenomena. Based on the objective, the method used is quantitative research. The population in this study were all customers of PT. BNI 46 Graha Pangeran Surabaya Sub-Branches totaling 16,071 customers using a sampling technique so that in this study the number of research samples was determined as many as 99 customers. The analysis technique used is Data Analysis Using Partial Least Square (PLS).The results showed that customer trust can contribute to increasing customer satisfaction, service quality has not been able to contribute to customer satisfaction, customer trust can contribute to increasing customer loyalty, service quality has not been able to contribute to customer loyalty, customer satisfaction can contribute to customer loyalty. increasing customer loyalty and customer trust can contribute to increasing customer loyalty through customer satisfaction and service quality has not been able to contribute to customer loyalty through customer satisfaction.
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Rizky Amalia Nasution, Amrin Fauzi, and Arlina Nurbaity Lubis. "THE EFFECT OF CUSTOMER CO-CREATION AND CUSTOMER EXPERIENCE ON ELECTRONIC WORD OF MOUTH (EWOM) THROUGH CUSTOMER SATISFACTION ON SHARIA INDONESIAN BANK IN MEDAN CITY." International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) 3, no. 1 (February 27, 2023): 296–309. http://dx.doi.org/10.54443/ijebas.v3i1.689.
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The banking industry is currently facing many challenges because it is considered very competitive, complex and dynamic. In getting new customers, banks must make changes that can attract customers, one of which is marketing through eWOM. Positive eWOM is created when banks provide the best service for customers. In its goal of creating positive eWOM, banks must improve customer experience and customer satisfaction, besides that customer co-creation is also considered as an effort to increase competitiveness and create positive eWOM. This study aimed to analyze and determine the effect of customer co-creation, and customer experience on electronic word of mouth (eWOM) through customer satisfaction on Bank Syariah Indonesia customers in Medan City. The population in this study were BSI customers who were Twitter users as many as 110 people. The sampling method uses non-probability techniques with purposive sampling. The data analysis method uses Structural Equation Modeling- Partial Least Squares (SEM-PLS). The results showed that customer co-creation has a positive and significant effect on eWOM, customer experience has a negative and insignificant effect on eWOM, customer co-creation has a positive and significant effect on customer satisfaction, customer experience has a positive and significant effect on customer satisfaction, customer satisfaction has a positive and significant effect on eWOM, customer co-creation has a positive and significant effect on eWOM through customer satisfaction, customer experience has a positive and significant effect on eWOM through customer satisfaction.
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Situmeang, Samuel, and Sugiyanto Sugiyanto. "The Effect of Service Quality, Customer Orientation and Customer Satisfaction on Customer Loyalty." International Journal of Economics (IJEC) 3, no. 2 (November 10, 2024): 1333–44. http://dx.doi.org/10.55299/ijec.v3i2.1134.
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This study aims to examine the effect of service quality, customer orientation on customer satisfaction and customer loyalty on JCO products. This study is motivated by unmentioned customer loyalty, so a study was conducted to find out from the quality of service and customer orientation which will be the most influential variables on customer satisfaction and customer loyalty on JCO products. The population in this study were all consumers at JCO Outlets domiciled in the Jabotabek area, totaling 103 Outlets. While the research sample was taken using a purposive sampling technique, namely customers who had purchased JCO products at least 2 times with a total of 170 respondents. This research is a quantitative study using the Structural Equation Model - Partial Least Square (SEM-PLS) method. The results of the study indicate that customer orientation has a positive effect on service quality, followed by the following hypotheses, namely service quality has a positive effect on customer satisfaction, customer orientation has a positive effect on customer satisfaction, service quality has a positive effect on customer loyalty, but customer orientation does not have a positive effect on customer loyalty, customer satisfaction has a positive effect on customer loyalty, service quality does not mediate customer orientation on customer satisfaction, in contrast to customer satisfaction mediating service quality and customer orientation on customer loyalty. After conducting the study, the author suggests adding other supporting variables, such as product quality, word of mouth promotion, brand trust, price and various other variables that are relevant to the novelty of the study. In the future, JCO is expected to be able to improve service quality and customer orientation in terms of responding to customers with polite language in responding to complaints from customers so that JCO customers will feel happy and become more loyal in buying JCO products.
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G, Divya, and Jacklin P. "Customer Satisfaction is Banking Service." Shanlax International Journal of Commerce, 6, S1 (September 12, 2019): 144–48. https://doi.org/10.5281/zenodo.2532975.
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Customer satisfaction is the main objective of any banking sector to provide quality product which help in retaining the customer. In Traditional banking the customers used to stand in a long queue to fill the forms for deposit or withdrawals but now the modern banking does not face all this difficulty it has bought modern technology to provide better satisfaction to its customers like online banking, credit card facilities, online payment and transaction. This study is to understand if the customers are satisfied with the modern technology and does the bank put an effort to educate their customer regarding upcoming technology which the bank is going to adopt. Banking being a customer-oriented service industry, customer satisfaction is the KING of criteria to assess any banking business.
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Anisa, May Nur, Harun Alrasyid, and Ahsani Taqwiem. "Customer Satisfaction in Islamic Banking: Analyzing the Key Drivers in Indonesia." Maliki Islamic Economics Journal 4, no. 2 (December 31, 2024): 92–107. https://doi.org/10.18860/miec.v4i2.28815.
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This study investigates the factors influencing customer satisfaction in Indonesian Islamic banks, specifically focusing on Bank Syariah Indonesia (BSI). Employing a quantitative method with multiple regression linier and purposive sampling technique, the study gathered data from 100 respondents who are customers of Bank Syariah Indonesia. Data collection was conducted by directly distributing questionnaires to these customers. The results show that service quality has a significant impact on customer satisfaction, indicating that higher service standards lead to increased satisfaction among customers. Additionally, price perception significantly affects customer satisfaction, suggesting that competitive and fair pricing enhances customer contentment. However, the study finds that convenience does not have a significant influence on customer satisfaction. The findings of this study suggest that Islamic banks should prioritize improving service quality and maintaining competitive pricing to boost customer satisfaction. While convenience is important, it may not be the primary driver of satisfaction for customers of Islamic Banking. These insights can help Islamic banks formulate strategies to enhance customer experiences. This study provides valuable insights into the key drivers of customer satisfaction in the context of Indonesian Islamic banking.
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Firdaus, Mgs M., Tien Yustini, and Siti Komariah Hildayanti. "ANALISIS PELAYANAN CUSTOMER SERVICE TERHADAP KEPUASAN NASABAH PT BANK NEGARA INDONESIA (PERSERO) TBK KANTOR CABANG PRABUMULIH." Integritas Jurnal Manajemen Profesional (IJMPRO) 2, no. 2 (July 9, 2021): 189–200. http://dx.doi.org/10.35908/ijmpro.v2i2.90.
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This study aims to obtain the results of the analysis of customer service on customer satisfaction at PT. Bank Negara Indonesia (Persero) Tbk Prabumulih Branch Offices partially and simultaneously. The research method uses quantitative and qualitative approaches, field data collection uses questionnaire and interview techniques. The population in this study amounted to 124 customers who transacted with customer service at BNI Prabumulih Branch Offices in August and September 2020 and the sample taken was 124 respondents. Testing data using the t test, the results showed that form / physical influence on customer satisfaction with t count 2.609> t table 1.980, reliability has no effect on customer satisfaction with t count 1.369 <t table 1.980, responses affect customer satisfaction with t count 2.298 > t table 1.980, assurance affects customer satisfaction with t count 9.907> t table 1.980, empathy has no effect on customer satisfaction with t count 0.443 <t table 1.980. The results of the F test show that form / physicality, reliability, response, assurance and empathy simultaneously influence customer satisfaction with F count 102.308> F table 2.292. The results showed that the service variable that had the most significant effect on customer satisfaction was the guarantee variable. Strategies to increase customer satisfaction can be done by maintaining indicators of polite attitudes towards customers, explaining products to customers, explaining customer data security and the ability to convince customers.
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Mohamad Firdaus, Nila Krisnawati, and Firdaus Basbeth. "Analyzing Technical Competency, Relational Capabilities and Cognitive Abilities on Customer Satisfaction at Distributor Companies in Indonesia." Emerging Markets : Business and Management Studies Journal 9, no. 1 (October 9, 2021): 35–46. http://dx.doi.org/10.33555/embm.v9i1.188.
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In the current era of globalization, business competition is getting tougher and as a market leader, companies must always maintain their performance and improve their performance, so that customer satisfaction is always maintained. Especially the performance of mechanical services to customers whose performance must be maintained. Main problem faced by PT United Tractors heavy equipment service division is a decrease in customer satisfaction. The decrease in satisfaction is thought to be caused by a decrease in mechanics technical competence, the lack of mechanical ability to maintain good relationships (relational capability) with customers and the ability to identify problems (cognitive abilities) faced by customers. The purpose of this research is to analyze the impact of technical competency, relational capability and cognitive ability toward customer satisfaction and to analyse the impact of customer satisfaction toward customer loyalty. As a quantitative research, the study distributed questionnaires to 200 respondents who are customers who used mechanics services, so that it can be seen what variables have a significant impact on customer satisfaction. The findings of this study are that cognitive ability and technical competency have a significant impact on customer satisfaction, while relational capability has no significant impact on customer satisfaction. The influence of customer satisfaction on customer loyalty has a significant impact.
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Handayani, Dola Fitritha Raras, Retno Widowati PA, and Nuryakin Nuryakin. "The influence of e-service quality, trust, brand image on Shopee customer satisfaction and loyalty." Jurnal Siasat Bisnis 25, no. 2 (2021): 119–30. http://dx.doi.org/10.20885/jsb.vol25.iss2.art3.
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Purpose: This research's main objective is to determine the relationship among e-service quality, trust, and brand image to customer loyalty. Customer satisfaction was a mediator which focused on Shopee customers in Yogyakarta. Design/methodology/approach: The research respondents consisted of 245 customers. The reliability and validity tests were conducted. The collected data were analyzed using the SEM AMOS method. Findings: The research results showed that: 1) e-service quality had a positive and significant influence on customer loyalty; 2) trust had a positive and significant influence on customer loyalty; 3) brand image had a positive and significant influence on customer satisfaction; 4) e-service quality had a positive and significant influence on customer loyalty; 5) customer trust had a positive and significant influence on customer loyalty; 6) brand image had a positive and significant influence on customer loyalty; 7) customer satisfaction had a positive and significant influence on customer loyalty; 8) e-service quality had a direct influence on customer loyalty without customer satisfaction as a mediator; 9) trust had a direct influence on customer loyalty without customer satisfaction as a mediator; 10) brand image had a direct influence on customer loyalty without customer satisfaction as a mediator. Research limitation/implications: The research sample was Shopee customers in the Special Region of Yogyakarta. There had not been an analysis of other factors that influence customer satisfaction and loyalty, such as social risk and time risk. Practical implications: Future research should expand the research sample to Shopee customers outside of Yogyakarta Special Region. For further research, it is recommended to modify the proposed model so that the goodness of fit criteria obtained will be fulfilled by the good criteria. Originality/value: In the context of customer satisfaction and loyalty, this research had offered an empirical research model on the relationship among e-service quality, trust, brand image, customer satisfaction and customer loyalty on Shopee customers outside of Yogyakarta Special Region. The use of satisfaction had mediating influence of e-service quality, trust, brand image on customer loyalty.
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Nielsen, Rikke. "Customer satisfaction: the customer experience through the customer's eyes." Total Quality Management & Business Excellence 21, no. 11 (November 2010): 1229–30. http://dx.doi.org/10.1080/14783360903332361.
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Cholis, Nur, and Rifda Fitrianty. "Analysis of The Influence of Service Quality and Customer Satisfaction on the Intention to Buy 3kg LPG at Pangkalan Rizky Inayah." INCOME: Innovation of Economics and Management 2, no. 2 (August 18, 2024): 11–15. http://dx.doi.org/10.32764/income.v2i2.5012.
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Good service is the key to customer satisfaction so good service must be considered. Good service provides satisfaction and trust to customers who use the company's services or products. The purpose of this study is to find out the impact of good customer satisfaction, the benefits of good customer service satisfaction, high customer satisfaction, high customer satisfaction with purchases, and the benefits of good customer service satisfaction. Happy buying drivers. In accordance with its purpose, this research is used in many ways. The study has different independent service models, when the difference between customer satisfaction and customer satisfaction is different. The purpose of this study is to find out the benefits of service quality and customer satisfaction towards the purpose of purchasing 3kg LPG from Pengklan Rizki Anaya. The results of the study show that the service has been effective and efficient for satisfied customers. Satisfaction is good and important. It has an impact on resilience, and good service. Positive and negative impacts in thinking will return.
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Afriani, Lita Ningrum, and Hendro Setyono. "PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN, DAN CITRA MEREK TERHADAP LOYALITAS NASABAH YANG DIMEDIASI OLEH KEPUASAN NASABAH (Studi pada Nasabah PT. BRI (Persero) Tbk. Yogyakarta)." Jurnal Fokus Manajemen Bisnis 7, no. 2 (February 13, 2020): 123. http://dx.doi.org/10.12928/fokus.v7i2.1741.
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For companies, loyal customers mean a lot besides illustrates the amount of profitability obtained by loyal consumers can also show the image or image of the company in the public eye. Loyal customers can become partners in developing new products, because they maintain and defend and even use the services of existing companies. According to Darsono (2004) a loyal customer becomes a valuable asset for the company. Loyal customers will reduce the effort to find new customers, giving positive feedback to the company. Companies must be able to satisfy old customers and create new customers, if you want to win the competition. PT. BRI (Persero) Tbk. Yogyakarta must be able to answer the existing competition challenges. The population in this study are customers of Bank Rakyat Indonesia Yogyakarta and have been customers for at least one year. While the sample in this study is a portion of the number of customers from BRI Bank Yogyakarta. The sampling technique uses accidental sampling and purposive sampling. While the data used in the study are primary data, that is data obtained directly from respondents by the researchers themselves through questionnaires. Analysis tools using multiple linear regression The results of the analysis can be concluded that: Product quality has a significant effect on customer satisfaction. Service quality has a significant effect on customer satisfaction. Brand image does not significantly influence customer satisfaction. Product quality, service quality and brand image together significantly influence customer satisfaction. Product quality does not significantly influence customer loyalty. Service quality has a significant effect on customer loyalty. Brand image does not significantly influence customer loyalty. Product quality, service quality and brand image together significantly influence customer loyalty. Customer satisfaction significantly influences customer loyalty. Customer satisfaction mediates the effect of product quality on customer loyalty. Customer satisfaction does not mediate the effect of service quality on customer loyalty. Customer satisfaction does not mediate the effect of brand image on loyalty the customer.
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Taufik, Agus, Sugeng Santoso, Muhamad Irfan Fahmi, Faqih Restuanto, and Steven Yamin. "The Role of Service and Product Quality on Customer Loyalty." Journal of Consumer Sciences 7, no. 1 (February 27, 2022): 68–82. http://dx.doi.org/10.29244/jcs.7.1.68-82.
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Coffee shops are today's businesses with good and competitive prospects in providing customer satisfaction and building customer loyalty. This study aims to analyze the relationship between service quality and product quality on customer satisfaction and loyalty, the relationship between customer satisfaction and customer loyalty, and the relationship between product and service quality and customer loyalty mediated by customer satisfaction. The study was conducted using quantitative methods, sampling a questionnaire to 100 customers of Coffee Shop. The study was conducted in August 2021. Meanwhile, to analyze the relationship between variables, using partial least squares (PLS). Based on the study results, it can be concluded that service quality directly affects customers, especially customer satisfaction. Product quality also affects customer satisfaction and loyalty and vice versa. However, service quality did not directly affect customer loyalty. Meanwhile, mediation through customer satisfaction and product quality indirectly affects customer loyalty.
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Ningrum, Putri Nurkusuma, Ridho Satrio Harahap, Dimas Wibisono, and Toufan Aldian Syah. "The Effect of Product Quality and Brand Image on Customer Loyalty With Customer Satisfaction As A Mediation Variable (Study On Customers Elita Veil in Yogyakarta)." AJIRSS: Asian Journal of Innovative Research in Social Science 1, no. 4 (November 25, 2022): 134–39. https://doi.org/10.53866/ajirss.v1i4.275.
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This study empirically examines the effect of product quality and brand image on customer loyalty, with customer satisfaction as a mediating variable on Elita's veil customers in Yogyakarta. This type of research is quantitative research with associative design. The population of this research is the Elita Veil customers in Yogyakarta. The sampling technique is a purposive sampling method and research data by 100 respondents—data collection through Google form by distributing questionnaires. The analytical method used is multiple linear regression. The data analysis technique used Smart Partial Least Square (PLS). The results showed: that product quality has a positive effect on customer satisfaction, brand image has a positive effect on customer satisfaction, product quality has an effect on customer satisfaction, brand image has no effect on customer satisfaction, product quality has an effect on customer loyalty, product quality has a positive effect on customer loyalty, brand image has no positive effect on customer loyalty, customer satisfaction has a positive effect on customer loyalty, customer satisfaction mediates product quality on customer loyalty, customer satisfaction does not mediate brand image on customer loyalty.
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Octia Dea Ayu Amanda, Andi Muhammad Sadat, and Rahmi Rahmi. "Pengaruh Customer Relationship Management (CRM) dan Service Quality terhadap Customer Loyalty Melalui Customer Satisfaction Pelanggan Indomaret." JURNAL MANAJEMEN DAN BISNIS EKONOMI 3, no. 2 (March 5, 2025): 125–43. https://doi.org/10.54066/jmbe-itb.v3i2.3124.
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The purpose of this study is to determine the effect of Customer Relationship Management (CRM) and Service Quality on Customer Loyalty and Customer Satisfaction in the study of Indomaret customers in DKI Jakarta. This research uses SEM (Structural Equation Modeling) for quantification. The data collected was obtained through distributing questionnaires using Google Form with a purposive sampling method with certain criteria. The characteristics of this research sample are customers who have shopped at Indomaret. Data analysis was carried out using SmartPLS version 4.0 software and the sample selected to test all variables was 120 participants. The results showed that CRM has a significant effect on Customer Loyalty, Service Quality has a significant effect on Customer Loyalty, CRM has a significant effect on customer satisfaction. Service Quality has a significant effect on Customer Satisfaction, Customer Loyalty has a significant effect on customer satisfaction, CRM has a significant effect on Customer Loyalty through Customer Satisfaction, Service Quality has a significant effect on Customer Loyalty through Customer Satisfaction.
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Suhono, Ratih Hurriyati, and Mokh Adieb Sultan. "Analysis of the Relationship Between Consumer-Based Brand Equity, Experiential Marketing, Customer Satisfaction, and Customer Loyalty at Starbucks Coffee in Karawang." JRB-Jurnal Riset Bisnis 4, no. 1 (October 31, 2020): 58–69. http://dx.doi.org/10.35814/jrb.v4i1.1692.
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This study aims to analyze the relationship between consumer-based brand equity, experiential marketing, customer satisfaction, and customer loyalty at Starbucks Coffee in Karawang. One of the marketing approaches to support the creation of customer loyalty is to market products using experiential marketing. By integrating the elements of emotion, logic, and general thought processes, a relationship with customers can be built which can not only increase customer satisfaction but also foster customer loyalty. The number of samples studied was 110 respondents via the internet, customers who had visited Starbucks Coffee in Karawang using non-probability sampling. The analytical tool used descriptive analysis and multiple regression methods. The results showed that the dimensions of consumer-based brand equity, namely physical quality, ideal self-congruence, and lifestyle congruence are factors that have a positive effect on customer satisfaction. However, staff behavior does not affect customer satisfaction. The experiential marketing dimension consisting of feelings, thoughts, and actions also has a positive relationship with customer satisfaction, although feelings do not affect customer satisfaction. In the evaluation of customer satisfaction, it is proven that customer satisfaction has a significant effect. This shows that the higher the customer satisfaction, the higher the loyalty of the Starbucks Coffee Karawang outlet customers
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Udayana, Ida Bagus Nyoman, and M. Rasyid Ridho. "Nilai-Nilai Yang Dirasakan Pengguna Iphone Dalam Mempengaruhi Customer Loyalty Melalui Customer Saticfaction." Reslaj : Religion Education Social Laa Roiba Journal 5, no. 3 (October 6, 2022): 917–29. http://dx.doi.org/10.47467/reslaj.v5i3.1694.
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 Customer loyalty is very important for the company. A customer who buys regularly and repeatedly is said to be loyal. This definition places loyalty as a commitment. In this study the impact on brand image and customer satisfaction on customer loyalty. Customer values that exist in iPhone products affect customer satisfaction which results in customers being loyal to iPhone. The population in this study is iphone customers who make purchases at least once. The number of samples used were 46 respondents, the sampling technique was distributing questionnaires using google form via Whatsapp. The author conducted research on the iPhone smartphone as the object of this research. The objectives of this study are (1) hedonic value has an effect on customer satisfaction, (2) social value has an effect on customer satisfaction, (3) functional value has an effect on customer satisfaction and (4) customer satisfaction has an effect on customer loyalty. The research findings show that customer expectations, more precisely the hedonic value on the iPhone brand, are valid and significant to customer satisfaction and customer loyalty. Social value is also valid and significant to customer satisfaction. Functional value is also valid and significant to customer satisfaction, and customer satisfaction has a positive effect on repurchase intention and customer loyalty. Therefore, iPhone companies must maintain credibility so that customers always trust and continue to use iPhone as the best brand for the smartphone level. The iPhone must also maintain brand awareness so that it is always remembered and used as the flagship smartphone in Indonesia.
 Keywords: hedonic value, social value, functional value, customer satisfaction, customer loyalty, iphone.
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Kaur, Surjit. "Predictors of customer loyalty: A mediation analysis." RESEARCH REVIEW International Journal of Multidisciplinary 4, no. 2 (February 20, 2019): 784–87. https://doi.org/10.5281/zenodo.2585914.
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Customer loyalty in the world of cut throat completion is the only way out for an organisation to excel the heights of success. This paper is an endeavor to study the predictors of customer loyalty with respect to restaurants. The objective of the study is to analyze the relationship among service quality perception, satisfaction and loyalty of customers visiting the restaurants. The data for the study has been collected from 250 such customers. The results revealed that there exists a positive relationship between service quality and customer loyalty; service quality and customer satisfaction; customer satisfaction and customer loyalty. Further the mediating role of customer satisfaction has been investigated in the relationship between customer loyalty and service quality relationship and it has been found that customer satisfaction partially mediate the relationship. These findings provide considerable evidence for the need of improving different components of service quality in order to win over the loyalty of customers.