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Journal articles on the topic 'Customer satisfaction'

Author: Grafiati

Published: 4 June 2021

Last updated: 25 July 2025

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1

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. B

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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 (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 pa

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

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

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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 (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 cu

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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 (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 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 (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 satisfactio

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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 (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

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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 (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 th

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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 (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 question

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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 (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 satisfyin

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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

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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 (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

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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 (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 questionnair

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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 (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 find

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Dewi, Liliana. "CUSTOMER LOYALTY, THROUGH CUSTOMER SATISFACTION IN CUSTOMERS PT. XYZ." JURNAL APLIKASI MANAJEMEN 18, no. 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 (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, Reliabil

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Tseng, Lu-Ming. "How customer orientation leads to customer satisfaction." International Journal of Bank Marketing 37, no. 1 (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 cust

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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 sati

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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 (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, bus

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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 (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 relations

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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 (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

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DR.K.VANITHA, DR K. VANITHA. "Customer Relationship Management on Customer Satisfaction." International Journal of Scientific Research 3, no. 4 (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 (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 custo

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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 (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 direc

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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 (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 hyp

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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 (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 simultaneus

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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 (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 ro

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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 (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

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

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

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Adeinat, Iman, Naseem Al Rahahleh, and M. Ishaq Bhatti. "Customer satisfaction with Ijarah financing." Qualitative Research in Financial Markets 11, no. 2 (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 a

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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 (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

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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 b

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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 (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, in

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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 (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

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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 (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 cust

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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 (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 cust

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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 (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 c

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

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

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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 (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 in

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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 (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 re

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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

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Nielsen, Rikke. "Customer satisfaction: the customer experience through the customer's eyes." Total Quality Management & Business Excellence 21, no. 11 (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 (2024): 11–15. http://dx.doi.org/10.32764/income.v2i2.5012.

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

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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 (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 yo

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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 (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. Mean

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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 (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 Partia

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Kaur, Surjit. "Predictors of customer loyalty: A mediation analysis." RESEARCH REVIEW International Journal of Multidisciplinary 4, no. 2 (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

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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 (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

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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 (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 Whats

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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 (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 s

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