Applying Grey Relational Analysis to Assess The Relationship Among Service Quality Customer Satisfaction and Customer Loyalty

2006 ◽  
Author(s):  
Chaang-yung Kung ◽  
Tzung-ming Yan ◽  
Shih-chieh Chuang ◽  
Jee-ray Wang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Grey Relational Analysis ◽  
Relational Analysis ◽  
Grey Relational ◽  
The Relationship

Evaluation of healthcare service quality factors using grey relational analysis in a dialysis center

2019 ◽  
Vol 9 (4) ◽  
pp. 432-448 ◽  
Author(s):  
Erdal Aydemir ◽  
Yusuf Sahin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Grey Relational Analysis ◽  
Healthcare Service ◽  
Successful Implementation ◽  
Quality Factors ◽  
Content Type ◽  
Relational Analysis ◽  
Dialysis Center ◽  
Grey Relational

Purpose The purpose of this paper is to investigate the relative influences of technical and functional quality levels of service quality and patient satisfaction. In this context, the healthcare service quality and the factors affecting customer satisfaction were evaluated using the grey relational analysis (GRA) method. Design/methodology/approach This is a survey-based study which involves 15 patients in a dialysis center, so the GRA is applied to clarify the uncertainty on service quality level with a limited number of patients without any statistical distribution. In order to reveal whether service quality and customer satisfaction are two different structures, a GRA model is built with ten different quality factors. Findings Results show that each quality factor has a different effect on the quality of service. Another important finding is that service quality and customer satisfaction are different structures for customers. Practical implications The results enable healthcare managers to understand the importance of patient care and the importance of service quality if they want to facilitate their use of their expectations in related factors. Originality/value The study is the first in terms of the application of GRA models in a private health institution operating in Turkey. Successful implementation of the GRA method allows a reasonable decision to be made with a limited number of data at hand. It is considered that the method can be used successfully in other health institutions in the Turkish Health System.

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA MAKASSAR

2019 ◽  
Vol 3 (2) ◽  
pp. 228-244 ◽  
Author(s):  
Muhammad Rezha Pahlawan ◽  
Nurlia Nurlia ◽  
Abdul Rahman Laba ◽  
Erlina Pakki ◽  
Hardiyono Hardiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Indirect Effects ◽  
Analysis Method ◽  
Water Company ◽  
The Relationship ◽  
Intervening Variables ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.

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.

Negative grey relational model and measurement of the reverse incentive effect of fields medal

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sifeng Liu
Keyword(s):  
Grey Relational Analysis ◽  
Research Output ◽  
Analysis Model ◽  
Content Type ◽  
Relational Analysis ◽  
Fields Medal ◽  
Definition Of ◽  
Grey Relational ◽  
Analysis Models ◽  
The Relationship

PurposeThe purpose of this paper is to construct some negative grey relational analysis models to measure the relationship between reverse sequences.Design/methodology/approachThe definition of reverse sequence has been given at first based on analysis of relative position and change trend of sequences. Then, several different negative grey relational analysis models, such as the negative grey similarity relational analysis model, the negative grey absolute relational analysis model, the negative grey relative relational analysis model, the negative grey comprehensive relational analysis model and the negative Deng’s grey relational analysis model have been put forward based on the corresponding common grey relational analysis models. The properties of the new models have been studied.FindingsThe negative grey relational analysis models proposed in this paper can solve the problem of relationship measurement of reverse sequences effectively. All the new negative grey relational degree satisfying the requirements of normalization and reversibility.Practical implicationsThe proposed negative grey relational analysis models can be used to measure the relationship between reverse sequences. As a living example, the reverse incentive effect of winning Fields Medal on the research output of winners is measured based on the research output data of the medalists and the contenders using the proposed negative grey relational analysis model.Originality/valueThe definition of reverse sequence and the negative grey similarity relational analysis model, the negative grey absolute relational analysis model, the negative grey relative relational analysis model, the negative grey comprehensive relational analysis model and the negative Deng’s grey relational analysis model are first proposed in this paper.

Grey relational analysis between Turkey’s macroeconomic indicators and domestic savings

2017 ◽  
Vol 7 (1) ◽  
pp. 45-59 ◽  
Author(s):  
Engin Duran ◽  
Burcu Uzgur Duran ◽  
Diyar Akay ◽  
Fatih Emre Boran
Keyword(s):  
Grey Relational Analysis ◽  
Data Set ◽  
Content Type ◽  
Relational Analysis ◽  
Domestic Savings ◽  
Macroeconomic Indicators ◽  
Private Savings ◽  
Grey Relational ◽  
High Degree ◽  
The Relationship

Purpose It is of great importance for economy policy makers to comprehend the relationship between macroeconomic indicators and domestic savings, and to find out which indicator is more determinative on the dynamics of domestic savings. The purpose of this paper is to analyze the degree of relationship between Turkey’s domestic savings and selected macroeconomic indicators. Design/methodology/approach To examine the relationship, grey relational analysis (GRA) is applied together with the entropy method to determine the weight of the indicators according to the information level they provide. The analysis covers the data of the period from 1990 to 2014. In practice, however, the data set is used by dividing into two separate periods including before and after the 2001 crisis. Findings The results indicate that the unemployment rate and the gross domestic product (GDP) per capita growth stand out with a relatively high degree of relationship for the period before 2001. When examining the post-2001 period, current balance ratio and GDP growth are ascertained as indicators which have a high degree of relationship with domestic savings. Practical implications These indicators have different aspects affecting both public and private savings. Therefore, it may be beneficial to concentrate on these indicators when designing a policy in order to increase the domestic saving rate. Originality/value There are many econometric models used for investigating Turkey’s macroeconomic indicators and domestic savings causality. But before now, any study which investigates relationship between macroeconomic indicators and domestic savings by GRA could not be encountered. Using one of the newest developed theories (the grey systems theory) for this subject is the significance of this research.

scholarly journals Investigating the Role of Service Quality and Satisfaction on Debtor Loyalty Behavior

2021 ◽  
pp. 9-17
Author(s):  
Edy Bambang Wibowo ◽  
Retno Tanding Suryandari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Marketing Literature ◽  
Service Convenience ◽  
Conceptual Study ◽  
The Relationship

The current global economic challenges force each country to survive for the prosperity of its people. The banking sector, as one of the economic regulators, also helps to grow GDP. In this effort, the bank continues to strive to maintain customer satisfaction and build long-term relationships. Although many studies examine satisfaction, there are no studies that reveal the role of punctuality and convenience of service as solid constructs in explaining the process of bank customer loyalty behavior. The purpose of this article is to examine the relationship between timeliness and service convenience to satisfaction-mediated loyalty. This paper is a conceptual study so that there are several prepositions explained. The implications of this article are expected to give alternative insight to marketing literature, especially in the field of banking marketing, as well as a foundation that can later be investigated empirically for future researchers.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PUBLIK DENGAN KEPUASAN PUBLIK SEBAGAI VARIABEL INTERVENING: PERAN NILAI PELANGGAN SEBAGAI MODERASI

2019 ◽  
Vol 4 (3) ◽  
pp. 157-164
Author(s):  
Sefnedi Sefnedi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Birth Certificate ◽  
Hierarchical Regression ◽  
Research Population ◽  
The Relationship

This studyexamined the intervening effect of customer satisfaction on the relationship between service quality and customer loyalty and the role of customer value as moderating. The research population is all entire communities who received service quality of birth certificate issuance in the period of August-December 2014that accounted for 351customers and the numbers of usable samples were 187 customers.In order to test hypotheses, this study performs simple and hierarchical regression analyses. The results of analysis displayed that service quality positively influences customer satisfaction and customer loyalty, customer satisfaction was found to have positive effect on customer loyalty, customer satisfaction was proven as intervening variable on the relationship between service quality and customer loyalty, and customer value moderated the relationship between service quality and customer satisfaction. Keywords:Service Quality, Customer Satisfaction, Customer Value, and Customer Loyalty.

scholarly journals The Effect of E-Service Quality on Satisfaction and Its Impact on Customer Loyalty of Mobile Banking Users (Case Study of Bank Syariah Mandiri KCP Belawan)

2021 ◽  
Vol 4 (2) ◽  
pp. 2717-2729
Author(s):  
Marliyah Marliyah ◽  
M. Ridwan ◽  
Ayu Kartika Sari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Mobile Banking ◽  
Sample Number ◽  
Relationship Of ◽  
The Relationship

Bank Syariah Mandiri (BSM) is a real example of a bank that has utilized information technology as an additional service provided to improve the customer experience in transacting online via the internet, namely through a mobile banking application. The application of mobile banking is one form of BSM's commitment in providing good quality electronic services, and can be felt and assessed by customers who have used it. These assessments can then affect their level of satisfaction. Based on this, it then encouraged researchers to test the influence of the quality of mobile banking electronic services offered by Bank Syariah Mandiri KCP Belawan on the satisfaction and loyalty of mobile banking users. This research is intended to analyze the effect of e-service quality on customer satisfaction and its impact on customer loyalty. Questionnaire items used as many as 35 items. Data collection is done by distributing questionnaires to customers of Bank Syariah Mandiri KCP Belawan who at least have an account and use BSM mobile banking application for 3 (three) months with a sample number of 84 people determined by nonprobability sampling method. The analytical technique used is Structural Equation Modeling Partial Least Square (SEM-PLS). The results obtained in this study are that: (1) The relationship of e-service quality has a positive and significant effect on customer satisfaction. This can be proven from the t-value greater than 1.96 which is 13,230. Thus, H1 in this study was accepted. (2) The relationship of e-service quality has a positive and significant effect on customer loyalty. This can be proven from the t-value greater than 1.96 which is 3,267. Thus, H2 in this study was accepted. (3) Customer satisfaction relationship has a positive and significant effect on customer loyalty. This can be proven from the t-value greater than 1.96 which is 3,666. Thus, H3 in this study was accepted.

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