An Instrument to Assess Customer Perceptions of Service Quality and Satisfaction in Campus Recreation Programs

2007 ◽  
Vol 31 (1) ◽  
pp. 34-42 ◽  
Author(s):  
Yong Jae Ko ◽  
Donna L. Pastore
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Retention ◽  
Campus Recreation ◽  
Competitive Sport ◽  
Sport Organizations ◽  
Customer Perceptions ◽  
Effective Strategies ◽  
Recreation Programs

To remain competitive, sport organizations are focusing more on customer retention through improved service quality and customer satisfaction. The purpose of this article is to present an instrument which can be used by campus recreation programs to determine service quality and customer satisfaction. The instrument consists of 49 service quality items and 4 satisfaction items and will assist managers of campus recreation programs in developing effective strategies to improve the quality of their services.

scholarly journals The effect of promotion, quality of service and security on customer retention mediated by customer satisfaction on OVO application

2021 ◽  
Vol 21 ◽  
pp. 620-634
Author(s):  
Vicktor Samuel Samosir ◽  
Didik J. Rachbini ◽  
Endi Rekarti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Retention

The purpose of this study is to find out and analyze how and how much the significance of promotion, service quality, security to customer satisfaction has implications for customer retention. This research was conducted with a census of 100 respondents. The objective of this research is to empirically prove the variables of promotion, service quality, security, on customer satisfaction in choosing the OVO application, and then have implications for customer retention. This study will also analyze the effect of promotion, service quality, security on customer retention. The results showed that the variable conditions of promotion, service quality, security, had an impact on customer satisfaction in the good category, as well as the effect of promotion, service quality,

scholarly journals Logistic Service Quality and Customer Satisfaction to Customer Retention on Rice Producer Industry

2020 ◽  
Vol 76 ◽  
pp. 01048
Author(s):  
Samuel Nugroho ◽  
Sesilya Kempa ◽  
Togar Wiliater Soaloon Panjaitan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Retention ◽  
Partial Least Square ◽  
Least Square ◽  
Logistic Service

Good quality logistic services from the company can make customers feel satisfied and make purchases back to the company. in the form of rice shops will This study aims to look at the effect of logistic service quality on customer retention through customer satisfaction. This study investigates the service quality of logistic providers that are hired by the rice producers in distributing rice to rice retailers. The samples in this study are 36 rice retailers who have used logistic services at least two times. Data obtained from the questionnaire are processed using partial least square (PLS). The results of this study provide evidence that logistic service quality affects customer retention and customer satisfaction. Further results show that dissatisfied customers will significantly reduce customer retention with a statistical value of 2.754. Intervening results in this study indicate that there is an influence between logistic service quality on customer retention through customer satisfaction.

scholarly journals ANALISIS KEPUASAN PELANGGAN ABC LAUNDRY DENGAN MENGGUNAKAN METODE SERVICE QUALITY, IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN CUSTOMER SATISFACTION INDEX (CSI)

2020 ◽  
Vol 15 (1) ◽  
pp. 1
Author(s):  
Aulia Fashanah Hadining
Keyword(s):  
Performance Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Questionnaire Data ◽  
Customer Perceptions ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Perceptions And Expectations

Penelitian ini dilakukan dengan tujuan untuk mengetahui tingkat kepuasan pelanggan terhadap kualitas pelayanan ABC Laundry serta untuk mengetahui apakah ada perbedaan yang signifikan antara persepsi dan harapan pelanggan pada masing-masing dimensi kualitas. Penelitian yang dilakukan merupakan penelitian survei yang bersifat kuantitatif. Responden dalam penelitian ini adalah pelanggan ABC Laundry yang terletak di depan gerbang perumahan Griya Indah. Pengumpulan data yang dilakukan dengan menggunakan kuesioner, pengolahan data yang dilakukan dengan menggunakan metode Servqual, Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). Hasil penelitian menunjukkan bahwa pelanggan sudah merasa sangat puas terhadap pelayanan yang diberikan tetapi belum maksimal. Hal ini terlihat dari hasil pengujian tingkat kepuasan pelanggan dengan menggunakan metode Customer Satisfaction Index (CSI) yaitu sebesar 91%. Pada pengujian dengan metode Importance Performance Analysis (IPA) terdapat 5 atribut yang masuk ke  dalam kuadran I yang artinya ada 5 atribut pelayanan yang belum maksimal. Berdasarkan pengujian dengan metode Servqual urutan perbaikan dimulai dari atribut E1 (pihak laundry mampu memberikan penyelesaian atas keluhan dari pelanggan) yang memiliki nilai negatif paling besar. Abstract[Title: Analysis of Customer Satisfaction ABC Laundry by Using Service Quality, Importance Performance Analysis and Customer Satisfaction Index Methode] This research was conducted with the aim to determine the level of customer satisfaction with the quality of ABC Laundry services and to determine whether are significant differences between customer perceptions and expectations in each dimension of quality. The research conducted is quantitative survey research. Respondents in this study were ABC laundry customers located in front of Griya Indah Housing Gate. Data collection is done by using questionnaire, data processing is done by using Servqual, Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methode. The result showed that customers were very satisfied with the service provided but not yet maximized. This can be seen the results of testing the index of customer satisfaction using Customer Satisfaction Index (CSI) methode that is equal to 91%. In testing by using Importance Performance Analyis (IPA) methode, there are 5 attributes that enter into the Quadran I, which means that there are 5 service attributes that have not been maximized. Based on the test by using Servqual methode is the sequence of improvement starts from E1 attribute (the laundry is able to provide settlement of complaints from customers) which has the greatest negative value.Keywords: Customer Satisfaction Index (CSI); Dimension of Service Quality; Importance Performance Analysis (IPA); Servqual

scholarly journals The Impact of Customer Relationship Management on Achieving Service Quality of Banking Sector of Jordan

2017 ◽  
Vol 12 (3) ◽  
pp. 180 ◽  
Author(s):  
Marzouq Ayed Al-Qeed ◽  
Basem Yousef ALsadi ◽  
Zeyad F Al-Azzam
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Banking Sector ◽  
Services Quality ◽  
Relationship Management ◽  
Customer Retention ◽  
Customer Relationship ◽  
Customer Knowledge

Definitely, the world is becoming chaotic and affects all aspects of life. One of these is customers who become more severe in their needs, expectations, desires, and preferences. Organizations must consistently realize this issue by communicating and building effective relationships with them for better-enhancing services quality. Therefore, this study investigates the relationship between customer relationship management and service quality of Jordan banking sector. The researchers relied on descriptive and analytical approach through a survey questionnaire used to obtain data from 150 respondents who were at all levels in the 22 operating banks in Jordan, only 141 were returned but 13 of them were excluded because they were invalid for statistical analysis, only 128 questionnaires were valid and considered with a ratio of 85%. The findings revealed that a moderate level of importance in customer relationships management was apparent while an increasing awareness in the service quality of banking sector of Jordan was dominant. The study also found a strong correlation between customer relationship management -except customer satisfaction and loyalty- and the service quality of banking operated in Jordan. Additionally, results showed that a significant and statistical effects at (P<0, 05) of customer relationship management with its dimensions (customer satisfaction, customer loyalty, customer attraction, customer retention, customer value, customer culture, customer knowledge) in service quality of Jordan banking sector. Finally, study results revealed that customer knowledge, customer retention, and customer culture are the most influential dimensions in the services quality of Jordan banks sector.

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 %.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Kantor Perusahaan Umum Badan Urusan Logistik Kota Sampit Kabupaten Kotawaringin Timur

2016 ◽  
Vol 2 (2) ◽  
pp. 1-5
Author(s):  
Masrukin Masrukin ◽  
Hermanto Hermanto
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Error Rate ◽  
Research Method ◽  
Statistical Test ◽  
Quality Factors ◽  
Public Companies ◽  
Public Company

Customer satisfaction is influenced by service quality factors, this study aims to find out and analyze how much influence the quality of service on customer satisfaction is felt by customers who use the service of Poor Rice (Raskin) at the Office of Public Companies Logistics Agency (Perum BULOG) in Sampit City Regency East Kotawaringin. The research method used in this study is the method of observation, questionnaire/questionnaire and documentation using a Likert scale and the method of determining the sample used is the error rate of 5% as many as 213 samples. Testing the hypothesis used is a statistical test with the formula "Product moment person". The results showed that there was a very strong correlation between Service Quality and Customer Satisfaction of the Office of Public Company of the Logistics Affairs Agency (Perum BULOG) in the District of East Kotawaringin. As much as 0.9968514278 based on the calculation of Pearson Product Moment value.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

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