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Journal articles on the topic 'Service quality'

Author: Grafiati

Published: 4 June 2021

Last updated: 25 July 2025

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1

Akkucuk, Ulas, and Behcet Teuman. "Assessing service quality in online banking services." Problems and Perspectives in Management 14, no. 2 (2016): 183–91. http://dx.doi.org/10.21511/ppm.14(2-1).2016.07.

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Service quality and the effective measurement of service quality on the Internet have been drawing much attention lately with the increasing use of the World Wide Web. Researchers and managers focus on the construction of scales to measure electronic service quality, which assess customer satisfaction and loyalty as an ultimate goal. E-S-Qual is the most recently developed and popular e-service quality measurement technique on which there are quite a number of research studies. In this study, existing literature on service quality scales and the E-S-Qual scale is reviewed. A modified scale is

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2

Raval, Tulsi. "A Perspective on Service Quality and Closing Service Quality Gaps." Paripex - Indian Journal Of Research 3, no. 8 (2012): 83–85. http://dx.doi.org/10.15373/22501991/august2014/25.

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3

Desai, Swati Bhavik. "Service Quality Servqual." Journal of Advances and Scholarly Researches in Allied Education 15, no. 6 (2018): 169–73. http://dx.doi.org/10.29070/15/57744.

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4

Yadav, Ambar, and Arti Singh. "Quality of Service in Real Time Services in Wireless Systems." International Journal of Engineering Research 3, no. 5 (2014): 360–64. http://dx.doi.org/10.17950/ijer/v3s5/517.

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5

Dr.P.BABY, Dr P. BABY. "Passengers’ Expectation on Service Quality Dimensions in Domestic Airline Services." Global Journal For Research Analysis 3, no. 6 (2012): 1–3. http://dx.doi.org/10.15373/22778160/june2014/80.

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6

Ilhaamie, A. G. A. "Service Quality in Malaysian Public Service: Some Findings." International Journal of Trade, Economics and Finance 1, no. 1 (2010): 40–45. http://dx.doi.org/10.7763/ijtef.2010.v1.8.

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7

Jayasuriya, Rohan. "Measuring service quality in IT services: Using service encounters to elicit quality dimensions." Services Marketing Quarterly 18, no. 1 (1998): 11–23. http://dx.doi.org/10.1080/15332969.1998.9985334.

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8

Данилина, Елена, Elena Danilina, Екатерина Яковлева, et al. "Service and quality of medical services." Services in Russia and abroad 8, no. 8 (2014): 3–12. http://dx.doi.org/10.12737/8242.

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The article defines the scientific and terminological problems of researching services in the field of services, the basic problems of the evaluation of services in health care organizations. On the basis of a systematic approach to the category of quality of medical services the article investigates patient satisfaction with the perceived quality of service, shows the role of consumer expectations in the evaluation of the perceived quality of services and finds that the requirements for the service in medical institutions are underestimated. On the basis of studies the authors identify behavi

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9

Jayasuriya, Rohan. "Measuring Service Quality in IT Services." Journal of Professional Services Marketing 18, no. 1 (1999): 11–23. http://dx.doi.org/10.1300/j090v18n01_02.

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10

Tsitskari, E., D. Tsiotras, and G. Tsiotras. "Measuring service quality in sport services." Total Quality Management & Business Excellence 17, no. 5 (2006): 623–31. http://dx.doi.org/10.1080/14783360600588190.

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11

Ganguli, Shirshendu, and Sanjit Kumar Roy. "Service quality dimensions of hybrid services." Managing Service Quality: An International Journal 20, no. 5 (2010): 404–24. http://dx.doi.org/10.1108/09604521011073713.

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12

Hossain, Shipan, MD Yusuf Hossein Khan, and Nikola Naumov. "Service quality and online banking services." International journal of multidisciplinarity in business and science 8, no. 13 (2022): 5–16. http://dx.doi.org/10.56321/ijmbs.8.13.5.

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Online banking allows a user to conduct financial transactions via the Internet. Online banking is also known as Internet banking or web banking. Online banking offers customers almost every service traditionally available through a local branch including deposits, transfers, and online bill payments. The goal of this research was to analyze the international tourists’ satisfaction with online banking services in the contexts of Bangladesh. The paper explores tourists’ satisfaction with efficient dimensions, responsiveness dimensions, system available dimensions, privacy dimensions, fulfillmen

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13

Kumalasari, R. Amalina Dewi, Kartika Indah Permanasari, Magdalena Karismariyanti, and Dadang Munandar. "Mobile Banking: System Quality, Information Quality, Service Quality, Customer Satisfaction and Loyalty." Jurnal Ad'ministrare 9, no. 1 (2022): 141. http://dx.doi.org/10.26858/ja.v9i1.33951.

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The tight competition in the banking industry in the digital era encourages the digital transformation of the banking industry to remain competitive. This condition further widens the opportunities for banks to enter the digital banking business. On the other hand, other banks maintain the existing ecosystem by continuing to provide online services. Online services can be a choice of consumers to facilitate transactions. Quality information systems and services improve the consumer experience of using service technology. The successful implementation of service technology can be seen from user

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14

라준영. "Analyzing service quality and relationship quality in public services." Journal of Korea Service Management Society 11, no. 3 (2010): 267–89. http://dx.doi.org/10.15706/jksms.2010.11.3.012.

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15

Hasan, Mahamudul, and Md Zakir Hosen. "University Service Quality." International Journal of Asian Education 1, no. 3 (2020): 135–46. http://dx.doi.org/10.46966/ijae.v1i3.46.

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The present study explores the effect on student satisfaction and student loyalty of higher education service quality dimensions. Ensuring quality improvement and implementation of strategies for the tertiary education sector has become critical. Moreover, the study also tests the mediating impact of university reputation and external prestige between university service quality and satisfaction and loyalty. Data has collected through a structured questionnaire from a sample of 390 graduate and undergraduate students of two public universities in Bangladesh. The study reflects that the performa

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16

Chaudhary, Kuldeep. "Service Quality Expectation and Perception in Life Insurance Services: A Marketer’s Viewpoint." Journal of Advances and Scholarly Researches in Allied Education 15, no. 4 (2018): 193–99. http://dx.doi.org/10.29070/15/57413.

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17

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

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

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18

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

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

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19

El-Gamal, Sarah, Rasha Abd El Aziz, and Mohamed Farouk Abouelseoud. "E-Government Service Quality." International Journal of Electronic Government Research 18, no. 1 (2022): 1–21. http://dx.doi.org/10.4018/ijegr.288072.

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This study investigates the key e-government service quality dimensions affecting customer satisfaction in e-government services. The 'consistency' mediation role between customer satisfaction and e-service quality is explored besides the moderation role of 'awareness' between customer satisfaction and e-service quality. A quantitative approach is adopted, where a semi-structured web-based questionnaire is developed and sent to 800 users of e-government services. A total of 350 responses were considered valid records. Data collected is analyzed using the structural equation modeling, where SPS

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20

Gyimóthy, Szilvia. "Service Quality." Journal of Quality Assurance in Hospitality & Tourism 1, no. 2 (2000): 31–57. http://dx.doi.org/10.1300/j162v01n02_03.

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21

Lewis, Barbara R., Jayne Orledge, and Vincent‐Wayne Mitchell. "Service Quality:." International Journal of Bank Marketing 12, no. 4 (1994): 3–12. http://dx.doi.org/10.1108/02652329410057978.

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22

Ghobadian, Abby, Simon Speller, and Matthew Jones. "Service Quality." International Journal of Quality & Reliability Management 11, no. 9 (1994): 43–66. http://dx.doi.org/10.1108/02656719410074297.

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23

Kreck, Lothar A. "Service Quality." Journal of International Hospitality, Leisure & Tourism Management 1, no. 4 (1999): 63–77. http://dx.doi.org/10.1300/j268v01n04_06.

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24

Owen, Suzanne. "Quality service." Manufacturing Engineer 71, no. 5 (1992): 8. http://dx.doi.org/10.1049/me:19920078.

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25

W., G. "Service Quality." Cornell Hotel and Restaurant Administration Quarterly 37, no. 1 (1996): 12. http://dx.doi.org/10.1177/001088049603700103.

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26

Genestre, Alain, and Paul Herbig. "Service Quality." Journal of Customer Service in Marketing & Management 3, no. 3 (1997): 65–83. http://dx.doi.org/10.1300/j127v03n03_06.

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27

Ko, Min-Hwan, and Yeon-kook Jeong. "Exploring Service Quality: Ground and Inflight Service Quality." Journal of Tourism Enhancement 12, se12.2 (2024): 63–80. https://doi.org/10.35498/kotes.2024.se12.2.63.

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28

Hung, Y. H., M. L. Huang, and K. S. Chen. "Service quality evaluation by service quality performance matrix." Total Quality Management & Business Excellence 14, no. 1 (2003): 79–89. http://dx.doi.org/10.1080/14783360309706.

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29

Anas, Abdelsatar Salameh, Bin Hassan Shahizan, and Mohammad Alekam Jamal. "THE INFLUENCE OF M-COMMERCE SERVICE AND SYSTEM QUALITY DIMENSIONS ON OVERALL PERCEIVED SERVICE QUALITY." International Journal of Research - GRANTHAALAYAH 3, no. 8 (2017): 1–13. https://doi.org/10.5281/zenodo.847154.

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Information Technology (IT) has an increasing importance and development in business life. Nowadays, businesses have been seeking to reach their customers through m-services especially m-commerce. The concern is to what extent this m-commerce system can satisfy the consumers’ needs and contributes to the overall online purchasing development. This study aims to examine the effect of m-commerce service quality dimensions (website design, responsiveness, and trust), and system quality dimension (accessibility) on overall perceived service quality in m-commerce by customers. The data were collect

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30

Seda Otieno, Protus, and Krishna Govender. "Managing airport service quality – the impact of self-service technologies." Investment Management and Financial Innovations 13, no. 3 (2016): 387–93. http://dx.doi.org/10.21511/imfi.13(3-2).2016.11.

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The impact of self-service technologies on service quality at a major international airport in South Africa, was determined using an adapted SERVQUAL instrument, which focused on Reliability, Convenience, Ease of Use and fulfillment, by developing and testing three hypotheses, which postulated relationships between the aforementioned. The data from a systematic random sample of 318 passengers collected during peak hours at the international departures terminals was analyzed using inferential statistics, confirmed that there is an association between convenience and fulfilment; between ease of

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31

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

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

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32

Prioni, Paola, and David Hensher. "Measuring Service Quality in Scheduled Bus Services." Journal of Public Transportation 3, no. 2 (2001): 51–74. http://dx.doi.org/10.5038/2375-0901.3.2.4.

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33

Chuang, Yi-Fei, Shiuh-Nan Hwang, Jehn-Yih Wong, and Chia-Huei Ho. "Important Service Quality of Tourist Retail Services." Journal of Quality Assurance in Hospitality & Tourism 18, no. 3 (2016): 379–85. http://dx.doi.org/10.1080/1528008x.2016.1213688.

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34

Lewis, Barbara R. "Service Quality: Recent Developments in Financial Services." International Journal of Bank Marketing 11, no. 6 (1993): 19–25. http://dx.doi.org/10.1108/02652329310045729.

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35

Bell, Louise. "Developing service quality in mental health services." International Journal of Health Care Quality Assurance 17, no. 7 (2004): 401–6. http://dx.doi.org/10.1108/09526860410563212.

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36

Sheppard, Lorraine. "Service Quality Indicators in Physical Therapy Services." Services Marketing Quarterly 25, no. 1 (2003): 33–46. http://dx.doi.org/10.1300/j396v25n01_03.

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37

Yang, Hua, and Nigel Coates. "Internal marketing: service quality in leisure services." Marketing Intelligence & Planning 28, no. 6 (2010): 754–69. http://dx.doi.org/10.1108/02634501011078147.

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38

Marja Rasila, Heidi, and Nils Florian Gersberg. "Service quality in outsourced facility maintenance services." Journal of Corporate Real Estate 9, no. 1 (2007): 39–49. http://dx.doi.org/10.1108/14630010710742473.

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39

Bradshaw, Jill. "Improving Service Quality through Linked Services Development." Tizard Learning Disability Review 6, no. 4 (2001): 12–18. http://dx.doi.org/10.1108/13595474200100034.

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40

Govender, K. K. "Customers' perception of bank service quality: The importance of employee service quality." South African Journal of Economic and Management Sciences 2, no. 1 (1999): 115–27. http://dx.doi.org/10.4102/sajems.v2i1.2569.

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In financial services marketing, especially among banks, there is limited opportunity to impress the customer because services are becoming more automated. This paper reports the findings of a mail survey using self-administered questionnaires, conducted among a random sample of 1050 bank customers. From a usable sample of 190 respondents, it was found that the customers' perception of the overall service quality [SQUAL] is positively associated with their perception of the bank employees' service quality [EQUAL]. This implies that service firm managers need to understand what kind of employee

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41

Luk, Sherriff T. K., and Roger Layton. "Service Skills and Service Quality." Journal of Human Resources in Hospitality & Tourism 3, no. 2 (2005): 33–60. http://dx.doi.org/10.1300/j171v03n02_02.

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42

Schneider, Benjamin, Beth Chung, and Kenneth P. Yusko. "Service Climate for Service Quality." Current Directions in Psychological Science 2, no. 6 (1993): 197–200. http://dx.doi.org/10.1111/1467-8721.ep10769774.

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43

Pradhan, Bibhuti B. "An Assessment of Satisfaction in Measuring Service Quality in On-Demand Ride Services." Journal of Advanced Research in Dynamical and Control Systems 11, no. 10-SPECIAL ISSUE (2019): 424–28. http://dx.doi.org/10.5373/jardcs/v11sp10/20192825.

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44

Daaji, Marwa, Ali Ouni, Mohamed Mohsen Gammoudi, Salah Bouktif, and Mohamed Wiem Mkaouer. "Multi-criteria Web Services Selection: Balancing the Quality of Design and Quality of Service." ACM Transactions on Internet Technology 22, no. 1 (2022): 1–31. http://dx.doi.org/10.1145/3446388.

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Web service composition allows developers to create applications via reusing available services that are interoperable to each other. The process of selecting relevant Web services for a composite service satisfying the developer requirements is commonly acknowledged to be hard and challenging, especially with the exponentially increasing number of available Web services on the Internet. The majority of existing approaches on Web Services Selection are merely based on the Quality of Service (QoS) as a basic criterion to guide the selection process. However, existing approaches tend to ignore t

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45

Katelo, Iveta, Irēna Kokina, and Vitālijs Raščevskis. "SERVICE QUALITY IN THE PUBLIC SERVICE OF LATVIA." SOCIETY. INTEGRATION. EDUCATION. Proceedings of the International Scientific Conference 6 (May 28, 2021): 293–311. http://dx.doi.org/10.17770/sie2021vol6.6282.

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Improvement of quality of public services is one of the important goals in the advancement of the operation of state / public administration in Latvia. The aim of the research was to evaluate the quality of customer service in the institutions of public administration in Latvia, to perform the factor analysis of the collected data.The research was based on the selection of customers of public services, in total of 292 people in Riga and in Latvian regional centres in 2017-2018. The research was conducted in public institutions of Latvian regions that provide social assistance (SSIA – the State

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46

Siswanto, Joko, Erick Alfons Lisangan, and Zaenudin Zaenudin. "HEALTH SERVICE QUALITY VALUES OF PRIMARY CLINIC USING EPARTICIPATION SERVICE QUALITY ASSESSMENT." Jurnal Teknik Informatika (Jutif) 4, no. 3 (2023): 573–81. http://dx.doi.org/10.52436/1.jutif.2023.4.3.934.

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The use of technology to manage participation in the quality of health services needs to be carried out to produce relevant, valid and accurate assessments of service quality. Not all Primary Clinics have health service quality standards and quality evaluation data for participation services using information technology (via electronic media). This is crucial for evaluating clinic development, upgrading the status to Main Clinic, and improving the service quality. The methodology used adopts the eParticipation framework with the stages of Areas of Participation (determining the main areas of p

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47

Lee, Hyun-Joo, and Kiseol Yang. "Interpersonal service quality, self-service technology (SST) service quality, and retail patronage." Journal of Retailing and Consumer Services 20, no. 1 (2013): 51–57. http://dx.doi.org/10.1016/j.jretconser.2012.10.005.

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48

Pandit, Richa, and Dr Ram Kumar Balyan. "Measuring Service Quality in Retail Banking." Indian Journal of Applied Research 3, no. 8 (2011): 380–81. http://dx.doi.org/10.15373/2249555x/aug2013/124.

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49

Serek, Radomir. "Service Quality and Process Maturity Assessment." Journal of Competitiveness 5, no. 4 (2013): 43–56. http://dx.doi.org/10.7441/joc.2013.04.03.

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50

Rachmi, Irsafanti, Edhie Budi Setiawan, Yosi Pahala, Veronica Veronica, and Ferdy Trisanto Setiawan. "Customer Service and Delivery Service Quality of Delivery Service Companies." Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) 11, no. 2 (2024): 153. http://dx.doi.org/10.54324/j.mtl.v11i2.1384.

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The development of goods delivery services could be seen from the growth of service companies’ quantity domestically and abroad. People could determine which delivery services they will use based on their will and the service quality. Freight forwarding companies often experience difficulty in retaining delivery services’ loyal customers. The purpose of the study is to analyze the influence of satisfaction, service quality, and customer’s services on customer’s loyalty of the freight forwarder company. The research technique used the Quantitative approach that the survey data was collected and

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