scholarly journals Research on the Influence of E-commerce service quality of fresh Agricultural products on customer satisfaction

2020 ◽  
Vol 189 ◽  
pp. 01022
Author(s):  
Xu xin ◽  
Chen jiaying
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Online Reviews ◽  
Service Level ◽  
Competitive Advantages ◽  
Web Crawler ◽  
Evaluation Indexes ◽  
Healthy Development

Analyzing the influence of service quality on customer satisfaction can help fresh e-commerce enterprises to better understand their own service level, formulate better service strategies and improve their competitive advantages, so as to promote the sustainable and healthy development of fresh e-commerce industry. In this paper, first of all, with the aid of web crawler, acquisition of jingdong mall fresh category contains fruit, vegetables, meat and seafood aquaculture 4 products on the number of online comments and evaluation star, and word frequency statistics and extract the data collected from online reviews of consumers to pay attention to the quality of service measures, after using qualitative analysis software - NVivo coding and grade, finally, the variable of descriptive statistics, correlation analysis and regression analysis. The results show that the tangibility, reliability, empathy and responsiveness of service quality have significant influence on customer satisfaction, and other evaluation indexes of guarantee quality have significant influence on customer satisfaction except delivery.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PT. SAMUDRA BINTANG ANGKASA TOUR AND TRAVEL BANJARMASIN

2019 ◽  
Vol 5 (1) ◽  
Author(s):  
Dini Puspita
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Research Method ◽  
Influential Factor ◽  
Sampling Techniques ◽  
Cross Sectional

Abstract: The purpose of this study is to know and analyze the influence of service quality on customer satisfaction at PT Samudra Bintang Angkasa Tour and Travel. The research method used is the analytical survey research method. The approach chosen in this study is the Cross Sectional approach. The population in this study are customers who use the services of PT Samudra Bintang Angkasa Tour and Travel, from August to November 2018. The sample in this study used accidental sampling techniques totaling 60 customers who used the services of PT Samudra Bintang Angkasa Tour and Travel in December 2018. Data collection techniques used questionnaires, documentation, and observation. The results of the study can be concluded that there is a simultaneous significant influence between service quality consisting of Tangible , Reliability , Responsiveness, Assurance and Empathy on Customer satisfaction PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. There is a partial significant influence between the quality of service consisting of Tangible, Reliability, Responsiveness , and Empathy on Customer satisfaction PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Reliability Factoris the most influential factor (predominantly on Customer satisfaction at PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Keywords: Service Quality, Satisfaction, Customers Abstrak: Tujuan dari penelitian ini adalah mengetahui dan menganalisis pengaruh kualitas layanan terhadap kepuasan pelanggan pada PT Samudra Bintang Angkasa Tour and Travel. Metode penelitian yang digunakan adalah metode penelitian survey analitik. Pendekatan yang dipilih dalam penelitian ini adalah pendekatan Cross Sectional. Populasi dalam penelitian ini adalah pelanggan yang menggunakan jasa PT Samudra Bintang Angkasa Tour and Travel, dari bulan Agustus sampai dengan November 2018. Sampel dalam penelitian ini menggunakan teknik accidental sampling berjumlah 60 orang pelanggan yang menggunakan jasa PT Samudra Bintang Angkasa Tour and Travel pada bulan Desember tahun 2018. Teknik pengumpulan data menggunakan kuesioner, dokumentasi, dan observasi. Hasil penelitian dapat disimpulkan bahwa ada pengaruh signifikan secara simultan antara kualitas layanan yang terdiri atas Tangible, Reliability, Responsiveness, Assurance dan Empathy terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Ada pengaruh signifikan secara parsial antara kualitas layanan yang terdiri atas Tangible, Reliability, Responsiveness, dan Empathy terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Faktor Reliability merupakan faktor yang paling berpengaruh (secara dominan terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Kata kunci : Kualitas Pelayanan, Kepuasan, Pelanggan

scholarly journals Analisis atribut kualitas jasa layanan terhadap kepuasan anggota pada KPRI "KOPPENDA" Kabupaten Sleman

2021 ◽  
Vol 2 (2) ◽  
pp. 62-72
Author(s):  
Fajar Santoso
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantages ◽  
Consumer Loyalty ◽  
Excellent Quality ◽  
Excellent Service ◽  
Member Satisfaction

Service quality can be relied upon as one of the competitive advantages in increasingly fierce business competition. Excellent service quality is proven to be able to create consumer loyalty, because excellent quality is often synonymous with customer satisfaction; and in the end, through customer satisfaction the company will gain long-term profits.The purpose of this research is to find out: (1) How is the level of member satisfaction with the service quality of KPRI "KOPPENDA" Kab. Klaten; (2) What is the most dominant variable in influencing the level of member satisfaction with the service quality of KPRI "KOPPENDA" Kab. Klaten.Based on the results of the study, it can be concluded that: (1) The level of member satisfaction with the service quality of KPRI "KOPPENDA" Kab. Klaten is low; (2) The most dominant variable in influencing the level of member satisfaction with the service quality of KPRI "KOPPENDA" Kab. Klaten is Reliability

Measuring Satisfaction and Loyalty of Guests Based on Vietnamese Hotel Online Reviews

2021 ◽  
Vol 11 (2) ◽  
pp. 1-17
Author(s):  
Ha Nguyen Thi Thu ◽  
Tuan Tran Minh ◽  
Tu Nguyen Thi Ngoc ◽  
Binh Giang Nguyen ◽  
Linh Nguyen Ngoc
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Online Reviews ◽  
Actual Data ◽  
Sentiment Lexicon ◽  
Guest Satisfaction ◽  
Improve Service Quality ◽  
Guest Loyalty

Measuring customer satisfaction is a key task for hotels today. Analyzing online reviews of experienced guests will help the managers to know if guests are satisfied or dissatisfied with the service that they provided. Hence, they have solutions to improve service quality. This study presents a method to measure guest satisfaction based on sentiment lexicon that is developed for hospitality domain to increase the accuracy of the analysis results. Actual data is downloaded from TripAdvisor with 35 four-star to five-star hotels of five cities in Vietnam to analyze guest satisfaction that shows that nearly 80% of customers are satisfied with the quality of Vietnamese hotels. Based on data analysis, the study also evaluating guest loyalty through phrases like “came here several,” “come back,” “recommend,” etc. This rate corresponds to the number that was reported by the Vietnam National Administration of Tourism.

EFFECT OF SERVICE QUALITY ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION PT. MAYBANK INDONESIA FINANCE JAKARTA BRANCH

2021 ◽  
Vol 1 (4) ◽  
pp. 202-211
Author(s):  
Hendri Hendri ◽  
Budi Haryono ◽  
Saparso Saparso
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Good Service ◽  
Purposive Sampling ◽  
Pls Analysis

This study discusses the effect of service quality on customer loyalty mediated by customer satisfaction at PT. Maybank Indonesia Finance Jakarta Branch. This research was conducted by using purposive sampling. Data analysis using Smart PLS analysis. The results of the analysis conclude that service quality does not affect customer loyalty. So it can be said, good service quality may not necessarily make the customer loyal to PT. Maybank Indonesia Finance because there are still several factors that can make customers loyal. Service quality has a positive and significant effect on customer satisfaction. So it can be said, good service quality will increase customer satisfaction with PT. Maybank Indonesia Finance. Customer Satisfaction has a positive and significant influence on Customer Loyalty. So it can be said, increasing customer satisfaction will make customers more loyal to PT. Maybank Indonesia Finance. Customer satisfaction can mediate the effect of service quality on customer loyalty. So it can be said, if the quality of service provided is getting better, it will form high customer satisfaction in the minds of customers, then this will further increase customer loyalty at PT. Maybank Indonesia Finance.

scholarly journals Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Konsumen Menggunakan Jasa Penginapan

2018 ◽  
Vol 2 (1) ◽  
pp. 138-148
Author(s):  
Hariman Syaleh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Consumer Satisfaction ◽  
Linear Regression Method ◽  
Quality Improvements ◽  
Continuous Quality ◽  
Analysis Technique ◽  
Lodging Services

Service quality is a way of working companies that try to hold continuous quality improvements to the processes, products and services produced by the company. This study aims to see the effect of the dimensions of service quality on customer satisfaction using lodging services at Kharisma Hotel Bukittinggi. The population of 1656 consumers and the sample in this study were 100 consumers. Data was collected through questionnaire deployment with Likert scale models then tested to the currency and reliability of the questionnaire. The data analysis technique used is the linear regression method. The results of this study are a). service quality Tangible (X1) dimension has a positive and significant influence on customer satisfaction at Kharisma Hotel Bukittinggi. b). the service quality of the Empathy (X2) dimension has a positive and significant influence on customer satisfaction at Kharisma Hotel Bukittinggi. c). the quality of service dimensions of Responsiveness (X3) there is a positive and significant influence on customer satisfaction at Kharisma Hotel Bukittinggi. d). service quality dimensions (Reliability) (X4) there is a positive and significant influence on customer satisfaction at Kharisma Hotel Bukittinggi. e) the service quality of the Assurance (X5) dimension has a positive and significant influence on customer satisfaction at Kharisma Hotel Bukittinggi. Keywords: Service Quality, Consumer Satisfaction.

scholarly journals ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA PT. BANK NEGARA INDONESIA TBK KANTOR KAS BINUANG

KINDAI ◽  
2021 ◽  
Vol 17 (1) ◽  
pp. 120-125
Author(s):  
Fajar Ari Rohan
Keyword(s):  
Quality Of Service ◽  
Quantitative Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Analysis Approach ◽  
Primary Data ◽  
A Value

Abstrak : Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan berpengaruh signifikan terhadap kepuasan nasabah pada PT. Bank Negara Indonesia Tbk Kantor Kas Binuang. Penulis menggolongkan penelitian ini pendekatan analisis kuantitatif untuk mengolah data primer yang diperoleh dari sampel penelitian sebanyak 100 nasabah. Hasil penelitian dapat disimpulkan bahwa terdapat pengaruh yang positif dan signifikan antara kualitas pelayanan terhadap kepuasan nasabah pada PT. Bank Negara Indonesia Tbk Kantor Kas Binuang dengan nilai Y = 1.668 + 0.626X + 0.291. Jika kualitas pelayanan semakin meningkat maka kepuasan nasabah PT. Bank Negara Indonesia Tbk Kantor Kas Binuang juga akan meningkat, sebaliknya jika kualitas pelayanan yang ada di PT. Bank Negara Indonesia Tbk Kantor Kas Binuang semakin menurun maka kepuasan nasabah juga dapat menurun.   Kata Kunci : Kualitas Pelayanan, Kepuasan Nasabah Bank   Abstract : This study aims to determine the effect of service quality has a significant effect on customer satisfaction at PT. Bank Negara Indonesia Tbk Binuang Cash Office. The author classifies this research as a quantitative analysis approach to processing primary data obtained from a research sample of 100 customers. The result of this research can be concluded that there is a positive and significant influence between service quality and customer satisfaction at PT. Bank Negara Indonesia Tbk Binuang Cash Office with a value of Y = 1.668 + 0.626X + 0.291. If the quality of service increases, the customer satisfaction of PT. Bank Negara Indonesia Tbk Binuang Cash Office will also improve, on the contrary if the quality of service available at PT. Bank Negara Indonesia Tbk Binuang Cash Office is decreasing, so customer satisfaction can also decrease.   Keywords: Service Quality, Bank Customer Satisfaction

scholarly journals PENGARUH KUALITAS LAYANAN DAN KOMPETENSI KARYAWAN TERHADAP KEPUASAN NASABAH ( Studi Kasus pada PT. Bank Tabungan Negara KCP Cibubur )

2018 ◽  
Vol 6 (2) ◽  
Author(s):  
Imam Wibowo, M.Si ◽  
Ekoo Wahyudi.
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Qualitative Method ◽  
Probability Method ◽  
Descriptive Research ◽  
Research Type

This research is based on competition for the struggle of customers in the banking world, thus demanding banking companies to compete to attract customers by constantly improving the quality of service and competence of employees who are considered as representative banking companies as a form of satisfaction fulfillment to its customers. The purpose of this study to determine how the influence of Service Quality and Employee Competence to customer satisfaction PT. Bank Tabungan Negara (Bank BTN), either partially or simultaneously. This research used qualitative method with descriptive research type. Sampling is used with non probability method of incidental sampling. The result of the simultaneous research on the quality of service and the competence of the employees is significant to customer satisfaction, partially the quality of service and employee competency also have a significant influence on customer satisfaction. Thus, banks should continue to improve the quality of service and employee competence in order to achieve customer satisfaction and attention to other aspects that add value from customer satisfaction.

scholarly journals PENGARUH KUALITAS LAYANAN DAN PENANGANAN KELUHAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK UMUM SYARIAH DI SURABAYA

2018 ◽  
Vol 15 (2) ◽  
pp. 210-231
Author(s):  
Anindhyta Budiarti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Structural Equation ◽  
Equation Modeling ◽  
Islamic Banks ◽  
Banking Business

In the service industry is not only a problem in the quality of service only, other issues that need to be considered is how the handling of complaints from users. Of the complaints handling problems can be used as a measure of quality products and services offered. Thus expected to create satisfaction as well as create user loyalty. Similarly, in the banking business after the economic crisis that occurred in 1997. Banking business demanded proactive to enhance service quality and also in the handling of complaints to the customer who is expected to increase customer satisfactionand loyalty. The purpose of this study is Proving and analyze (1) the influence of service quality on customer satisfaction, (2) the influence of the handling of complaints against customer satisfaction, (3) the influence of customer satisfaction on customer loyalty, (4) the influence of service quality on customer loyalty and (5) influence the handling of complaints against customer loyalty Islamic banks in Surabaya. This research was conducted on Islamic banks in Surabaya. This type of research used in this research is the kind of explanatory research. Respondents in this study are customers of Islamic banks in Surabaya. The number of respondents who researched as much as 150 respondents. The analytical tool used in this study is structural equation modeling (SEM). The analysis showed that service quality has a significant influence on satisfaction. Handling complaints have a significant impact on customer satisfaction. Satisfaction has a significant influence on customer loyalty. Service quality has a significant effect on loyalty. Handling complaints have a significant impact on customer loyalty. Customer satisfaction can be improved by improving the quality of service and complaint handling.

scholarly journals THE INFLUENCE OF PRICE AND SERVICE QUALITY OF BRAND IMAGE AND ITS IMPACT ON CUSTOMER SATISFACTION GOJEK (STUDENTS STUDY ON A STATE UNIVERSITY OF JAKARTA)

2015 ◽  
Vol 6 (2) ◽  
pp. 639
Author(s):  
Mohammad Rizan ◽  
Dahliana Yulianti ◽  
Rahmi Rahmi
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Brand Image ◽  
Sampling Techniques ◽  
State University ◽  
Confirmatory Factor

The purpose of the research are to: test empirically influence of price to brand image on customer satisfaction Gojek, test empirically influence of service quality to brand image on customer satisfaction Gojek, test empirically influence of price on customer satisfaction Gojek, test empirically influence of service quality on customer satisfaction Gojek, test empirically influence of brand image on customer satisfaction Gojek. This study used confirmatory factor analysis. The research was conducted in State University of Jakarta and used purposive sampling techniques, while the data collecting technique used questionaire, SPSS and SEM LISREL for data processing. The result shows a significant influence of price and service quality for brand image and its impact on customer satisfaction.   Keywords: price, service quality, brand image, customer satisfaction

scholarly journals PENGARUH CITRA MEREK DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN YANG DIMEDIASI OLEH KEPUASAN PELANGGAN MENGGUNAKAN 3SECOND DI KOTA PALU

2020 ◽  
Vol 1 (3) ◽  
pp. 261-270
Author(s):  
Dian Harianti ◽  
Elimawaty Rombe ◽  
Ponirin Ponirin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Brand Image ◽  
Analysis Tool ◽  
Test Hypothesis ◽  
Purposive Sampling

This study aims to study the effect of brand image and service quality on customer satisfaction and customer loyalty. The sample in this study amounted to 100 customers who bought 3Second products in Palu City. Sampling is done by using Purposive Sampling and Accidental Sampling. This research uses  path  analysis  tool  to  test  hypothesis.  The  results  of  this study  indicate  that  brand  image  and service  quality  have  a  positive and  significant  influence  on  customer  loyalty.  Meanwhile,  customer satisfaction also has a positive and significant impact on customer loyalty. This study also shows that to maintain customer loyalty, 3Second should improve the quality of its services and brand image in order to increase customer satisfaction that will impact on high customer loyalty. Penelitian  ini  bertujuan  untuk  mempelajari  pengaruh  citra  merek  dan  kualitas layanan terhadap  kepuasan  pelanggan  dan  loyalitas pelanggan.  Sampel  pada  penelitian  ini  berjumlah 100  pelanggan yang  membeli  produk 3Second di  Kota  Palu.  Pengambilan  sampel dilakukan dengan  menggunakan Purposive  Sampling dan Accidental Sampling.  Penelitian ini menggunakan  alat  analisis path untuk  menguji hipotesis.  Hasil  penelitian  ini  menunjukan bahwa  citra  merek  dan kualitas  layanan  memiliki  pengaruh  positif  dan  signifikan  terhadap loyalitas  pelanggan.  Sementara  itu  kepuasan  pelanggan  juga berpengaruh  positif  dan signifikan  terhadap  loyalitas  pelanggan. Studi  ini  juga  menunjukkan  bahwa  untuk  menjaga loyalitas  pelanggan maka 3Second sebaiknya  meningkatkan  kualitas  layanan  dan  citra mereknya demi untuk meningkatkan kepuasan pelanggan yang akan berimbas pada tingginya loyalitas pelanggannya.

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