The Impact of Employee Behaviour on Customers' Service Quality Perceptions and Overall Satisfaction

2008 ◽  
Vol 8 (4) ◽  
pp. 309-323 ◽  
Author(s):  
Hanan Saad Kattara ◽  
Dina Weheba ◽  
Osman Ahmed El-Said
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relevant Literature ◽  
Quality Perceptions ◽  
Number Of Visits ◽  
Highly Correlated ◽  
The Impact ◽  
The Relationship ◽  
Visit Number ◽  
Practical Implications

The present study is an attempt to investigate the relationship between employees' positive and negative behaviours, customers' perception of service quality and overall customer satisfaction. Results of the current study revealed that all employees' behaviours, either negative or positive, are highly correlated to the customers' overall satisfaction. The study traced the impact of behaviours on customers' perceptions and overall satisfaction through studying the relevant literature and by gauging opinions on the impact of employees' behaviours on customers' perceptions of quality and overall satisfaction. Findings in this context confirmed the correlation between these variables and their consecutive and exchanging effect. It was also concluded that employees' behaviours have great effect on overall customer satisfaction regardless of customers' gender, nationality, and purpose of visit, number of visits and length of stay. Finally, the study ends up by offering suggestions and practical implications for hotel practitioners to think strategically and implement effective tools to motivate employees towards behaving positively with customers.

scholarly journals The satisfaction of Vietnamese and European customers with service quality of high-end restaurants

2017 ◽  
Vol 1 (Q2) ◽  
pp. 129-143
Author(s):  
Thuy Thi Ngoc Vo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Strong Influence ◽  
Customer Management ◽  
Integration Period ◽  
The Difference ◽  
The Impact ◽  
The Relationship ◽  
Practical Implications

This study applied the DINERSERV scale to measure the effect of service quality on customer satisfaction about high-end restaurants. Moreover, this research also examined the impact of the difference between Eastern and Western cultures on the relationship between service quality and customer satisfaction. The research was carried out on a survey of 117 Vietnamese customers and 126 European customers in five high-end restaurants in Da Lat city. The outcome indicated that the service quality has a strong influence on the satisfaction of both Vietnamese and European customers. An interesting result is while to Vietnamese customers, fast and in-time services is very important, to European customers, it is not. The restaurant ambience is what European customers care about. This result not only broadens the theory of service quality but also suggests some practical implications for multicultural customer management in the integration period.

ANALISA DAMPAK KEPUASAN PELANGGAN DALAM HUBUNGAN ANTARA ORIENTASI PELAYANAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN SALON MUSLIMAH

2021 ◽  
Vol 8 (3) ◽  
pp. 297
Author(s):  
Ibnu Jauzi ◽  
Ari Prasetyo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Orientation ◽  
Service Companies ◽  
The Impact ◽  
The Relationship ◽  
Pls Method

ABSTRAKLoyalitas pelanggan merupakan hal yang harus diutamakan perusahaan jasa dalam menjalankan bisnisnya. Tanpa adanya pelanggan yang loyal terhadap perusahaan maka sustainbility perusahaan tersebut akan terancam. Penelitian ini bertujuan untuk meneliti dampak orientasi pelayanan dan kualitas pelayanan terhadap loyalitas pelanggan melalui kepuasan pelanggan pada salon muslimah di Kota Kediri. Apakah dalam mencapai loyalitas pelanggan harus melalui kepuasan pelanggan atau tidak. Penelitian ini menggunakan pendekatan kuantitatif dengan metode SEM PLS. Pengujiannya dilakukan menggunakan aplikasi SmartPLS 3.0 dengan kategori responden yaitu pelanggan yang telah merasakan produk salon muslimah di Kota Kediri. Hasil penelitian menunjukkan adanya efek moderasi kepuasan pelanggan dalam hubungan orientasi dan kualitas pelayanan terhadap loyalitas pelanggan.Hal tersebut mengindikasikan bahwa orientasi dan kualitas pelayanan yang dilakukan oleh salon muslimah di Kota Kediri bisa dikategorikan baik sehingga membuat para pelanggannya menjadi loyal.Kata Kunci: Loyalitas Pelanggan, Orientasi Pelayanan, Kualitas Pelayanan, Kepuasan Pelanggan, Salon Muslimah. ABSTRACTCustomer loyalty is something that must be prioritized by service companies in running their business. Without customers who are loyal to the company, the company's sustainability will be threatened. This study aims to examine the impact of service orientation and service quality on customer loyalty through customer satisfaction at Muslimah salons in Kediri. Whether to achieve customer loyalty must go through customer satisfaction or not. This study uses a quantitative approach with the SEM PLS method. The test was carried out using the SmartPLS 3.0 application with the respondent category, namely customers who have experienced Muslim salon products in Kediri. The results showed that there was a moderating effect of customer satisfaction in the relationship between orientation and service quality on customer loyalty. This indicates that the orientation and quality of service carried out by muslimah salons in Kediri City can be categorized as good so that it makes its customers loyal.Keywords: Customer Loyalty, Service Orientation, Service Quality, Customer Satisfaction, Muslimah Salon.

The Relationship between Service Quality Dimensions, Customer Satisfaction and Loyalty in Technology based Self Service Banking

2016 ◽  
Vol 8 (2) ◽  
pp. 54-70 ◽  
Author(s):  
Rajiv Sindwani ◽  
Manisha Goel
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mediating Role ◽  
Quality Perceptions ◽  
Bank Managers ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Self Service ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The technology based self service banking (TBSSB) refers to automated banking services that customer avail without interaction with bank employees. This paper investigates the relationship between dimensions of TBSSB service quality, customer satisfaction and loyalty. The paper also examines the mediating role of customer satisfaction in the relationship. The dimensions are identified and confirmed by conducting EFA and CFA respectively using SPSS 16.0 and AMOS 20.0. Dimensions of TBSSB SQ are identified as Convenience, Reliability & Security, Responsiveness and Personalization. AMOS 20.0 is used to investigate the relationship between dimensions using SEM. It is found that Convenience and personalization have significant effect on customer satisfaction, and personalization and customer satisfaction have significant effect on loyalty. Customer satisfaction is also confirmed as a mediating factor. This study may help bank managers to investigate the customers' quality perceptions about TBSSB services and enlighten banks about the aspects of services to be focused.

scholarly journals The Correlation between Customer Satisfaction and Service Quality in Jordanian Uber & Careem

2019 ◽  
Vol 8 (12) ◽  
pp. 5186-5192
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Online Questionnaire ◽  
Intelligent Transport ◽  
High Degree ◽  
The Impact ◽  
The Relationship

Customer satisfaction is a great concern for all companies in all sectors, to measure customer satisfaction it is necessary to measure the service quality to examine the relationship among them. In this paper, SERVQUAL model is used to measure service quality and the effect of these dimensions (tangibles, responsiveness, empathy, assurance, reliability) in customer satisfaction on intelligent transport applications (Uber & Careem) in Jordan by conducting an online questionnaire. The archived results show that Reliability has a high degree of importance on the impact of customer satisfaction and 89.2 % of the sample prefer to use Uber & Careem smart app rather than traditional taxis.

A Study on Impact on the Service Quality and Customer Satisfaction of SBI in Tirunelveli District

2019 ◽  
Vol 118 (10) ◽  
pp. 298-306
Author(s):  
Dr.(Smt)N.Kamala ◽  
Smt. S.Arumuga Selvi ◽  
M. Chandra ◽  
Smt.M. Maheswari
Keyword(s):  
Decision Making ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Decision Making Process ◽  
Business Survival ◽  
The Impact ◽  
The Relationship

Now days in the banking sector experts have to pay special attention to the service quality because it will decide the customer decision making process, but also it will make some changes in the customer satisfaction, purchase retention, loyalty and business survival. It may be shown in many researches. The main objective of this paper is to review the relationship between service quality and customer satisfaction. The research will help to understand the impact on the service quality and customer satisfaction.

Impact of service quality, corporate image and customer satisfaction towards customers’ perceived value in the banking sector in Pakistan

2015 ◽  
Vol 33 (4) ◽  
pp. 442-456 ◽  
Author(s):  
Hashim Zameer ◽  
Anam Tara ◽  
Uzma Kausar ◽  
Aisha Mohsin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Perceived Value ◽  
Corporate Image ◽  
Content Type ◽  
Independent Variables ◽  
Customer Perceived Value ◽  
The Impact ◽  
The Relationship

Purpose – The purpose of this paper is to explore the impact of services quality, customer satisfaction and corporate image on customer perceived value in the banking sector of Pakistan. Design/methodology/approach – A model is developed to show the relationship between dependent and independent variables taken from the existing literature. The data are collected from 200 respondents taken from the five major cities of Pakistan using structured questionnaire. Correlation and regression are applied to estimate the relationship between variables and find out the extent to which the independent variables have impact on the dependent variable. Findings – Results show that there is a positive relation between the service quality, customer satisfaction and corporate image. It is also analyzed by the results that service quality and customer satisfaction have high impact on the customer perceived value where corporate image also effect the customer perceived value. Originality/value – This paper identified the impact of service quality, customer satisfaction and corporate image on the customer perceived value that helps the services sector especially banks how they can improve the customer perceived value through improving their service quality, customer satisfaction and corporate image.

scholarly journals Dimension Specific Technique of Evaluating Service Quality

2019 ◽  
Vol 8 (12) ◽  
pp. 2109-2118
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Business Environment ◽  
Three Dimensions ◽  
Market Condition ◽  
Cultural Issues ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact ◽  
The Relationship

In the course of changing business environment and strong antagonism from similar business firms, surviving in the market and to change according to the dynamic business environment have become a challenge for many business firms. The problem becomes more apparent in the context of Banking, where the products are not much differentiated from each other. Providing superior service than one another has become the key tool for surviving and gaining competitive advantage in the service industry since its offering compromise mainly with intangible elements. This research paper intends to provide to understand comprehensively the dimensions of service quality. Service expectations of banks are different from different markets. This research will extend the understanding of service quality due to disparity in market condition and contextual circumstances. Firstly it attempts to evaluate the relationship between service quality and customer satisfaction in the context of Indian retail Banks. Secondly, it assesses the impact of transactional factors on service quality. The present paper endeavored to apply the SERVPERF scale to identify, evaluate and prioritize the most significant consumer’s service quality dimensions. The study is undertaken in the city of Bhubaneswar of Odisha state. To extract significant factors of service quality dimensions, exploratory factor analysis is carried out. Reliability test was employed to verify the instrument to measure service quality.Further multivariate regression analysis is used to evaluate the impact of service quality dimensions on customer satisfaction. Three dimensions namely Tangibles, Reliability, and Responsiveness came out distinctively and revealed a strong relationship with customer satisfaction. Further Linear Regression is employed to analyze the influence of Transaction Factors on Service Quality. Occasional visitors and Saving account holders of the customer group have a significant influence on Service Quality. Many types of research in the past has been carried out to understand the relationship between Customer Satisfaction and Service quality, but then there is a requirement of researches into the dimensionality of service quality, for the reason that of disparity in market condition, contextual circumstances, and cultural issues. Moreover transactional factors are introduced in the research which will add richness in the literatures of service marketing. The finding of the study would also direct the bankers how well they could construct marketing strategies, serve present and prospective customers better for increasing and sustaining in the business

scholarly journals Customer Satisfaction and Repurchase Decision: Evidence from Fast Food Restaurants

2021 ◽  
Vol 65 (3) ◽  
pp. 309-329
Author(s):  
Oghenenyerhovwo Inoni ◽  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Fast Food ◽  
Purchase Decision ◽  
Direct Influence ◽  
Fast Food Restaurants ◽  
The Impact ◽  
The Relationship

Service quality is a major determinant of customer satisfaction and consequently a repurchase decision in the fast food restaurants’ (FFRs) industry. Nevertheless, prompt and efficient services alone may not guarantee a restaurant a place in today’s hyper- competitive marketplace. Therefore, this study was conceived to examine the impact of food quality (FQ), service quality (SQ), perceived value (PV) and restaurant environment (RE) on customer re-purchase decision, mediated by customer satisfaction (CS). Data for the study were obtained from a sample of 320 consumers drawn from 12 FFRs in three major towns in Delta State, Nigeria. Multiple and hierarchical regressions were used to analyse the data generated. The findings indicated that FQ, SQ, PV and RE exerted positive and significant effects on CS and re-purchase decision. The results also showed that CS fully mediated the relationship between SQ and repurchase decision, but the meditational influence was only partially for FQ, PV and RE; implying that FQ, PV and RE have their own direct influence on RPD besides through SQ. Given the impact of FQ, SQ, PV and RE on CS and repurchase decision, restaurants’ managers need to continually improve on the quality of their services, environment and offerings to sustain the patronage of their clients in order to survive in today’s hyper-competitive marketplace.

Measuring the effects of service quality by using CARTER model towards customer satisfaction, trust and loyalty in Indonesian Islamic banking

2019 ◽  
Vol 10 (1) ◽  
pp. 269-289 ◽  
Author(s):  
Abu Amar Fauzi ◽  
Tatik Suryani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Islamic Banking ◽  
Content Type ◽  
Key Driver ◽  
Customer Trust ◽  
Relationship Of ◽  
The Relationship ◽  
Practical Implications ◽  
Carter Model

PurposeThere are two primary objectives of the research. Firstly, the study aims to explore the service quality dimension of Indonesian Islamic banking using a CARTER model. Secondly, the study aims to examine the relationship of service quality towards customer satisfaction, trust and loyalty in Indonesian Islamic banking.Design/methodology/approachThe conceptual framework of the study will be examined using the PLS–SEM approach. Then, it will be examined using the 392 collected data from Indonesian Islamic banking customer in Surabaya.FindingsReliability becomes a key driver of customer satisfaction towards Indonesian Islamic banking. Then, customer loyalty will improve more significant if the Indonesian Islamic bank can firstly improve its customers trust.Research limitations/implicationsThe research results are questionable to represents Indonesia in general because all the sample of the research is Islamic banking customers in Surabaya, East Java Province.Practical implicationsUpdating with the newest technology in delivering integrated products or services will lead Indonesian Islamic banking satisfying its customer more. Then, Indonesia Islamic banking should develop the capability of human resources related to banking skills and understanding of Islamic principles to increase customer trust.Originality/valueThis research is essential in complementing the previous research regarding the level of contribution of compliance in Indonesia Islamic banking. Then, the research discusses how compliance becomes an essential part of service quality that could increase the market share of Indonesian Islamic banking by enhancing the level of customer trust.

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