Beyond Service Quality and Customer Satisfaction: Investigating additional Antecedents of Service Provider Switching Intentions

2014 ◽  
pp. 75-82 ◽  
Author(s):  
Harvir S. Bansal ◽  
Shirley F. Taylor
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Provider

scholarly journals PERAN KEPUASAN KONSUMEN DALAM MEMEDIASI PENGARUH KUALITAS LAYANAN TERHADAP MINAT BELI KONSUMEN UNTUK MENGGUNAKAN JASA MASKAPAI PENERBANGAN AIR ASIA

2017 ◽  
Vol 13 (1) ◽  
Author(s):  
Yohanes Febrianto ◽  
Tumpal J. R. Sitinjak
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Provider ◽  
Purchase Intention ◽  
Structural Equation ◽  
Low Cost ◽  
High Mobility ◽  
Equation Modeling ◽  
Research Use ◽  
Service Loyalty

In this fast-paced era, high mobility has become necessity for people. They need a fast, simple and cheap transportation.Low cost airlines be an option for people to support their needs. One of the airlines service provider that have low cost concept is Air Asia.This research aims to study the effect of service quality on Air Asia customer purchase intention mediated by customer satisfaction.This research use non-probability sampling with judgement approachment method to collect the data, that the respondent ever used the Air Asia service provider at least once a time. This research collect the data from 150 respondent. The data is collected by the questionnaire and tested by SEM (structural equation modeling) with Lisrel 8.80. The result of this research is there are significant effect between service loyalty and customer satisfaction on customer purchase intention partially and there is a significant effect between service quality on customer purchase intention mediated by customer satisfaction.<br />Keywords: Service Quality, Customer Satisfaction, Customer Purchase Intention

scholarly journals Analisis Kepuasan Pelanggan dengan Menggunakan SERVQUAL: Studi Kasus Layanan IndiHome PT. Telekomunikasi Indonesia, Tbk, Regional 1 Sumatera

2017 ◽  
Vol 1 (2) ◽  
pp. 61 ◽  
Author(s):  
M. Mujiya Ulkhaq ◽  
Monalisa Putri Br. Barus
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Provider ◽  
Service Providers ◽  
Network Service ◽  
High Expectations ◽  
Network Service Provider ◽  
State Owned Enterprise ◽  
Preliminary Study

As competition increases, delivering better service becomes more important; it is not with the expception of PT. Telekomunikasi Indonesia, Tbk (PT TELKOM), which is the only state-owned enterprise as well as the largest telecommunication and network service provider in Indonesia. This is because service quality is considered as an important aspect for the success of the service provider. This study aims to assess the service quality of PT. TELKOM for IndiHome products. A preliminary study showed that there are many customers complaining about IndiHome's service quality. In addition, the tight competition and the emergence of several similar service providers as well as attractive promotion will inevitably attract customers not to be loyal if PT. TELKOM does not immediately improve the quality of the service. This research was conducted not only to assess the service quality of IndiHome (using SERVQUAL), but also to give some recommendations to PT. TELKOM especially Regional 1 Sumatra in order to attain customer satisfaction. There were 153 respondents who participated in this study. The results show that on average, customers are not satisfied (the gap value is −1.539). This negative value means that the customers have high expectations of the services that should be delivered by PT. TELKOM, but in reality the performance of the service is not as high as their expectations. Therefore, some recommendations are given to improve the performance of IndiHome’s service quality so that the customers are satisfied.

A Conceptual Model of Customer Behavioral Intentions: Moderating Effects of Switching Barriers and Social Ties

2013 ◽  
Vol 64 (3) ◽  
Author(s):  
Norazryana Mat Dawi ◽  
Ahmad Jusoh ◽  
Khalil Md Nor
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Provider ◽  
Behavioral Intentions ◽  
Social Ties ◽  
Customer Behavior ◽  
Customer Relationship ◽  
Main Research ◽  
Switching Barriers ◽  
The Relationship

Service quality and customer satisfaction are believed to affect customer behavior. On that basis, research related to service quality and customer satisfaction whether in manufacturing or services sector continued to gain great attention among social science researchers and academicians. One of the main research focus in marketing field is  to get a better understanding in the dynamic relationship between service quality and customer satisfaction and their impact on customer behavior. The effect of switching barriers imposed by service provider to the relationship between customer satisfaction and customer behavioral intentions has received a considerable attention but it is still in the matter of debate. Review of the literature showed a little research has been done to measure the effect of social switching barrier as a result from interaction between customers who share same service. This paper proposed a conceptual framework which explained how the concept of switching barriers and social ties moderating the relationship between customer satisfaction and customer’s behavioral intentions in a pay TV setting. The findings of this article would provide important implications to the service provider. More importantly, based on the obtained results, service provider can enhance performance by improving the current strategies on customer relationship management.

scholarly journals Customer delight: perception of hotel spa consumers

2016 ◽  
Vol 7 (1) ◽  
pp. 13-20 ◽  
Author(s):  
Anabela Elias-Almeida ◽  
Francisco Javier Miranda ◽  
Paulo Almeida
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Least Squares ◽  
Customer Loyalty ◽  
Service Provider ◽  
Positive Experience ◽  
Perceived Service Quality ◽  
Customer Delight ◽  
The Relationship ◽  
Positive Effect

Abstract Delighted customers are those whose expectations have been exceeded by the service provider. Competitors in the hotel business need to go beyond what is expected in order to satisfy the guest with an unpredictable positive experience. This study was aimed to clarify the significance of customer delight as an antecedent to customer loyalty, in five-star hotel spas in Portugal. To better understand spa consumers’ perception of delight, the development and testing of an integrated model was undertaken by examining the relationship between perceived service quality, customer satisfaction, loyalty and customer delight. The model was tested using surveyed data from 427 spa consumers and validated using partial least squares (PLS) technique. The results indicated that satisfaction had a direct positive effect on customer delight and, consequently, influences the effect of customer delight on customer loyalty.

Provider–Recipient Dyadic Interactions: Impact of Service Quality on Customer Behaviours Using a Multi-Modelling Approach

2021 ◽  
pp. 097215092110388
Author(s):  
Shahbaz Sharif ◽  
Rab Nawaz Lodhi ◽  
Wisal Ahmad ◽  
Khurshed Iqbal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Willingness To Pay ◽  
Customer Loyalty ◽  
Service Provider ◽  
Service Providers ◽  
Psychological Needs ◽  
Service Industries ◽  
Repurchase Intention ◽  
Service Oriented

Service-oriented industries now focus on capturing the encounter behaviours of both service providers and service recipients. It depends on the conditions of assessing the psychological needs of both parties in which the service provider provides services to the recipient and the recipient reciprocates service provider, in turn, to their services. Drawing from service encounter needs theory, this research has conducted two studies based on exploring the service provider–recipient dyadic encounter relationships between service quality and customer behaviours. By collecting data from 403 respondents from a broad range of service industries, study 1 found that service quality dimensions—reliability, responsiveness, assurance and empathy—were found to have a significant impact on customer satisfaction, but tangibility did not affect customer satisfaction. Interestingly, customer satisfaction is a psychological indicator of enhancing customer loyalty behaviours ( Zhang & Bloemer, 2008 ). So by surveying 361 respondents from different industries, study 2 was proposed to examine the notion that customer satisfaction mediates the relationship between service quality and customer loyalty behaviours—repurchase intention, word of mouth and willingness to pay more and to extend the literature of loyalty behaviours. Study 2 results show that there are significant mediating relationships between service quality and repurchase intention, words of mouth and willingness to pay more. Moreover, the research provides the guidelines, limitations and future directions.

scholarly journals Rancangan Perbaikan Kualitas Pelayanan Jasa Dengan Metode Servqual, Importance Performance Analysis, Dan Quality Function Deployment Pada Plasa Telkom Cabang Dinoyo Surabaya

2016 ◽  
Vol 7 (3) ◽  
Author(s):  
Angga Dharmawan ◽  
Febriana Wurjaningrum
Keyword(s):  
Information Technology ◽  
Quality Improvement ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Provider ◽  
Quality Function Deployment ◽  
Integration Method ◽  
High Importance ◽  
Low Levels

Measuring the level of customer satisfaction is one of the important factors to overcome the competition is rapidly increased. By knowing the level of customer satisfaction from services provided, the company could undertake the mapping of improved service quality. By using the integration method servqual, IPA, and QFD, the service provider is able to determine the level of customer satisfaction and straightly can make improvements of service with low levels of satisfaction. This research was conducted at Plasa TELKOM Dinoyo Surabaya’s branch. From the questionnaires showed that all the attributes of service quality in the questionnaire have a negative gap value. In IPA method showed 6 attributes with high importance and low value the fact. The quality improvement to be done such as improving the application of SOP, increasing the number of officers, officials periodically evaluate, reward the best employees every month, the maximization of information technology systems, and implementing 4S culture are really needed.

scholarly journals Analisa Kualitas Pelayanan dan Strategi Perusahaan terhadap Kepuasan Pelanggan dengan Metode QFD dan SWOT pada Jasa Pengiriman Barang

2021 ◽  
Vol 5 (6) ◽  
pp. 643
Author(s):  
Bonaventura Andhika W
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Provider ◽  
Swot Analysis ◽  
Market Penetration ◽  
Delivery Service ◽  
Delivery Services ◽  
The Right ◽  
Consumer Tastes ◽  
Qfd Method

Goods delivery services become the most profitable business opportunities. Facing the reality of the number of goods or services with diverse quality and consumer tastes are easy to change and there are several competitors in this field, resulting in a sharper level of competition. With the growing number of freight services competitors, each delivery service provider such as JNE, TIKI, and Pos Indonesia need to have a special strategy to improve customer satisfaction. This study aims to examine the service quality from each delivery service provider to customer satisfaction through IPA and QFD methods and SWOT analysis to establish the company's strategy in maintaining its position in the market is facing competitors. CSI results obtained for goods delivery services in Jakarta are in the category of quite satisfied but have not reached the maximum satisfaction point. Using the IPA method, researchers found that Pos Indonesia delivery service is one of the delivery services that need to be improved the service quality to be able to survive. Attributes that affect the services and targets that are the priority of Pos Indonesia are based on the QFD method, namely the need for training to employees to be able to improve their service quality. In addition, the right strategic steps to be taken by Pos Indonesia are intensive strategies including market penetration, market development, and service product development to accelerate the company's growth. This strategy is strongly related to the proposed design of strength and opportunity strategies that have been analyzed through SWOT analysis methods. Jasa pelayanan pengiriman barang menjadi salah satu peluang bisnis yang sangat menguntungkan. Menghadapi kenyataan banyaknya barang atau jasa dengan kualitas beragam dan selera konsumen yang mudah berganti serta terdapat beberapa pesaingdibidang ini, mengakibatkan tingkat persaingan semakin tajam. Semakin bertambahnya pesaing-pesaing dari jasa pelayanan pengiriman barang, masing-masing penyedia jasa pengiriman barang seperti JNE, TIKI dan Pos Indonesia perlu memiliki strategi khusus untuk meningkatkan kepuasan pelanggan. Penelitian ini bertujuan untuk mengkaji kualitas pelayanan dari masing-masing penyedia jasa pengiriman barang terhadap kepuasan pelanggannya melalui pendekatan metode IPA dan QFD serta untuk menetapkan strategi perusahaan dalam mempertahankan posisinya dipasar dalam menghadapi pesaing melalui analisa SWOT. Pada penelitian ini, didapatkan hasil CSI untuk jasa pengiriman barang di Jakarta berada dalam kategori cukup puas namun belum mencapai titik kepuasan maksimum. Dalam analisa menggunakan metode IPA, peneliti menemukan bahwa jasa pengiriman Pos Indonesia, merupakan salah satu jasa pengiriman yang perlu ditingkatkan kualitas pelayanannya untuk dapat bertahan. Atribut yang mempengaruhi pelayanan dan target yang menjadi prioritas Pos Indonesia didasarkan pada metode QFD, yaitu perlunya pelatihan kepada karyawan untuk dapat meningkatkan kualitas pelayanannya. Selain itu, langkah strategis yang tepat untuk dilakukan oleh Pos Indonesia yaitu strategi intensif meliputi penetrasi pasar, pengembangan pasar dan pengembangan produk layanan untuk mempercepat pertumbuhan perusahaan. Strategi ini berkaitan sangat kuat dengan rancangan usulan strategi kekuatan dan peluang yang telah dianalisa melalui metode analisa SWOT. 

scholarly journals An investigation of online food aggregator (OFA) service: Do online and offline service quality distinct?

2020 ◽  
Vol 15 (2) ◽  
pp. 277-294
Author(s):  
Yusra Yusra ◽  
Caraka Eko ◽  
Arawati Agus ◽  
Mohd Azmi ◽  
Gio Ugiana ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Provider ◽  
Sharing Economy ◽  
Partial Least Square ◽  
Least Square ◽  
Path Modeling ◽  
Customer Satisfaction And Loyalty

As the sharing economy has emerged, the way customer perceives the service is shifting toward a combination of offline and online. The need for the service provider to understand its nature as well as the pertinent aspects regarding its characteristics is crucial. Previous research validated the influence of perceived online and offline service quality toward customer satisfaction and loyalty. However, with the distinctive dimensions of OFA service quality, its effects on customer satisfaction and the role of social innovativeness in satisfaction and loyalty linkage remain unexplored. Hence, this study attempts to investigate these relationships using the data obtained from customers of any OFA in Malaysia. Purposive sampling was employed and 227 collected responses were analyzed using variance-based partial least square path modeling. The results confirm the direct effect of online and offline service quality on customer loyalty and full mediation role of customer satisfaction. Besides, social innovativeness is found negatively moderates customer satisfaction and loyalty relationship. Implications and contributions of the study are also discussed.

Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch

2020 ◽  
Vol 4 (3) ◽  
pp. First
Author(s):  
Tran Minh Hieu ◽  
Nguyen Duong Ngoc Mai Chi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Test Method ◽  
Quality Of Services ◽  
Factors Affecting ◽  
Factors Influencing ◽  
Alpha Reliability ◽  
Survey Results ◽  
Development Orientation

This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach's Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer's satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer's satisfactionon service quality.The analysis results show that there is no difference between customer's satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

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