Service Quality and Satisfaction within Campus Recreation: The Moderating Role of Identification

2010 ◽  
Vol 34 (1) ◽  
pp. 9-23 ◽  
Author(s):  
David J. Shonk ◽  
Julie Wallace Carr ◽  
Peter E. De Michele

The current study integrated the services marketing and social identity literature to examine the moderating effect of Identification on the relationship between service quality factors (i.e., Program Quality, Interaction Quality, Outcome Quality, Physical Environment Quality) and Satisfaction. The study was administered using a modified version of Ko and Pastore's (2007) Scale of Service Quality in Recreational Sports (SSQRS) and Wann and Branscombe's (1990) team identification questionnaire. Data were collected from more than 4,000 campus faculty and undergraduate student recreational users attending a university within the Middle Atlantic region of the United States. Results of the regression analysis demonstrated that Identification had a significant interactive effect when added to Outcome Quality, F(1, 3663) = 105.869, p < .001, such that higher Identification is related to higher Satisfaction. Identification also had a significant interactive effect with Program Quality, F(1, 3850) = 25.281, p < .001, such that higher Identification is related to lower Satisfaction. There was no significant interactive effect between Identification and Interaction Quality, F(1, 3692) = 1.464, p = .226; and Physical Environment Quality, F(1, 3721) = 1.977, p = .160. The findings have important implications for campus recreation professionals.

2019 ◽  
Vol 37 (2) ◽  
pp. 595-620 ◽  
Author(s):  
Hung-Che Wu ◽  
Ching-Chan Cheng ◽  
Ananda Sabil Hussein

PurposeThe purpose of this paper is to explore the structural relationship between experiential loyalty and its seven drivers – interaction quality, physical environment quality, outcome quality, affective quality, experiential quality, experiential trust and experiential satisfaction in the context of Islamic banks.Design/methodology/approachThe data used in this study were based on a convenience sample of 474 respondents from Jakarta, Bogor and Depok in Indonesia.FindingsInteraction quality, physical environment quality and outcome quality positively influence experiential quality, which in turn, leads to experiential trust. Also, experiential trust has a positive influence on experiential satisfaction. Both experiential trust and experiential satisfaction are determinants of experiential loyalty.Practical implicationsThe results will assist Islamic bank management in developing and implementing market-orientated service strategies to increase interaction quality, physical environment quality, outcome quality, affective quality experiential quality, experiential trust and experiential satisfaction in order to increase experiential loyalty.Originality/valueThis paper provides data that result in a better understanding of the relationships among interaction quality, physical environment quality, outcome quality, affective quality, experiential quality, experiential trust, experiential satisfaction and experiential loyalty in the context of Islamic banks.


2017 ◽  
Vol 8 (1) ◽  
pp. 1-14 ◽  
Author(s):  
Nurullah Sururi Afif ◽  
Jono M Munandar ◽  
Ma'mun Sarma

Berdasarkan data BPS Kota Bogor tahun 2014, Kota Bogor mempunyai populasi yang terus meningkat dari tahun ke tahun. Salah satu administrasi kependudukan yang banyak dibutuhkan adalah KTP, hal ini merupakan bagian yang penting dimiliki serta merupakan kewajiban bagi setiap masyarakatusia tertentu untuk memilikinya. Pelayanan yang diberikan diharapkan dapat memenuhi kebutuhan pengguna layanan sehingga dapat meningkatkan kepuasan pengguna layanan. Pengambilan sample dalam penelitian ini adalah sebanyak 100 responden. Pengolahan data dalam penelitian ini menggunakan Structural Equation Modeling (SEM) dengan Partial least Square. Pengguna layanan didominasi oleh remaja antara usia 17 -20 tahun yaitu sebesar 50%. Hasil analisis menunjukan bahwa physical environment quality, harga (price) berpengaruh terhadap kepuasan pengguna layanan, sedangkan interaction Quality, Outcome Quality tidak berpengaruh terhadap kepuasan penggunalayanan.


2019 ◽  
Vol 1 (2) ◽  
pp. 33-41
Author(s):  
Ruslang Ruslang ◽  
Amir Imbaruddin ◽  
Halim Halim

Permasalahan dalam penelitian ini adalah Kualitas Pelayanan Kesehatan Peserta Badan Penyelenggara Jaminan Sosial Kesehatan di Pusat Kesehatan Masyarakat Tanasitolo Kabupaten Wajo. Penelitian ini bertujuan untuk mengetahui Kualitas Pelayanan Kesehatan Peserta Badan Penyelenggara Jaminan Sosial Kesehatan di Pusat Kesehatan Masyarakat Tanasitolo Kabupaten Wajo. Metode yang digunakan dalam penelitian adalah pendekatan kuantitatif dengan desain penelitian deskriptif. Populasi dalam penelitian ini adalah peserta Badan Penyelenggara Jaminan Sosial Kesehatan yang telah mendapatkan pelayanan kesehatan di Pusat Kesehatan Masyarakat Tanasitolo Kabupaten Wajo yang berjumlah 10.838 kunjungan. Penetapan sampel dengan menggunakan metode non-probability sampling dengan teknik purposive sampling, sehingga diperoleh sampel sebanyak 99 orang. Hasil penelitian ini menunjukkan bahwa komponen kualitas interaksi (interaction quality) yang mencakup sikap petugas, perilaku petugas dan keahlian petugas dengan nilai rata-rata 4,22 (kategori berkualitas). Komponen kualitas lingkungan fisik (physical environment quality) yang mencakup kondisi ruangan, desain ruangan dan faktor sosial dengan nilai rata-rata 4,04 (kategori berkualitas). Komponen kualitas hasil (outcome quality) yang mencakup kesan dengan nilai rata-rata 4,22 (kategori baik).


2017 ◽  
Vol 25 (1) ◽  
pp. 51-70 ◽  
Author(s):  
Bee-Lia Chua ◽  
Sanghyeop Lee ◽  
Hyeon-Cheol Kim ◽  
Heesup Han

With limited research regarding the effect of personal characteristics on the cruise decision-making process, this study attempted to investigate the interrelationships between quality factors (i.e. physical environment quality, interactional quality, and outcome quality), satisfaction, affective commitment, and behavioral intentions across gender and age groups. Our findings indicated that both interactional quality and outcome quality were significantly related to vacationer satisfaction. The mediation test revealed that both vacationer satisfaction and affective commitment played a significant mediating role in the proposed theoretical framework. The moderation test indicated that the paths from physical environment quality to vacationer satisfaction and from outcome quality to vacationer satisfaction differed significantly across males and females. In addition, our findings indicated that the link between vacationer satisfaction and affective commitment differed significantly across high and low age groups.


PERFORMA ◽  
2020 ◽  
Vol 5 (1) ◽  
pp. 1-8
Author(s):  
Rudy Rudy

DEPITSTOP merupakan perusahaan yang bergerak dibidang perawatan kendaraan yang berfokus pada autodetailing dan coating specialist. DEPITSTOP mulai dijalankan sejak tahun 2015. Pada tahun 2016, DEPITSTOP mulai mengembangkan usaha pada bidang variasi, seperti menjual dan memasang klakson, alarm, kaca film dan lain-lain. Selanjutnya pada tahun 2017, DEPITSTOP juga membuka persewaan kendaraan roda dua, khususnya motor Nmax. Penelitian ini bertujuan untuk mengetahui pengaruh interaction quality, physical environment quality dan outcome quality terhadap kepuasan konsumen DEPITSTOP. Jenis penelitian yang digunakan pada penelitian inivadalah metode penelitian kuantitatif dengan pendekatan survei. Instrumen yang digunakan untuk mengumpulkan data pada penelitian ini adalah kuesioner yang dibagikan kepada 71 orang konsumen DEPITSTOP yang telah menggunakan jasa  DEPITSTOP minimal dua kali dan berusia di atas 17 tahun. Hasil analisis regresi penelitian ini menyimpulkan bahwa interaction quality yang diberikan karyawan DEPITSTOP berpengaruh terhadap kepuasan konsumen, phyisical environment quality yang dimiliki DEPITSTOP berpengaruh terhadap kepuasan konsumen, dan outcome quality dari pelayanan yang diberikan karyawan DEPITSTOP berpengaruh terhadap kepuasan konsumen. Hasil penelitian ini terbukti mendukung ketiga hipotesis yang diajukan. Implikasi manajerial yang dapat diberikan kepada manajemen DEPITSTOP adalah sebagai berikut: Manajemen DEPITSTOP perlu membuat SOP yang menjabarkan secara jelas langkah-langkah dalam memberi layanan kepada konsumen Adanya pelatihan dari expert kepada masingmasing karyawan diharapkan dapat meningkatkan skill karyawan dan berdampak pula pada hasil akhir dari pekerjaan yang diterima oleh karyawan; Manajemen DEPITSTOP perlu memanggil expert untuk memberi pelatihan kepada karyawan; Manajemen DEPITSTOP perlu menerapkan sistem reward and punishment; Adanya SOP yang selalu dikomunikasikan setiap hari sebelum bengkel DEPITSTOP dibuka; Adanya pelatihan dari expert kepada masingmasing karyawan diharapkan dapat meningkatkan skill karyawan dan berdampak pula pada hasil akhir dari pekerjaan yang diterima oleh karyawan.


Author(s):  
Nur Afifah

Perusahaan perbankan saat ini harus berupaya semaksimal mungkin untuk menciptakan pengalaman pelanggan terhadap kualitas layanan, dikarenakan memiliki dampak terhadap hasil hubungan pelanggan (Customer Relationship). Salah satu kunci sukses dalam industri perbankan adalah dibutuhkannya interaksi personal dalam bentuk implementasi strategi relationship marketing (pemasaran relasi), hal ini dikarenakan sifat layanan yang tidak berwujud dan tidak bisa dipisahkan dari penyedia layanan dengan demikian lembaga perbankan harus peduli dengan pengembangan dan pengelolaan hubungan dengan pelanggan.Tujuan studi ini mengkaji pengaruh kualitas layanan terhadap komitmen afektif, komitmen normatif, komitmen kontinuan serta loyalitas nasabah debitur pada PT. Bank Kalbar di Kalimantan Barat. Hal ini di karenakan, kualitas layanan selain memiliki efek pada komitmen hubungan, kualitas layanan yang disampaikan dapat menjadi motivasi dalam diri nasabah debitur untuk melanjutkan hubungan dengan perusahaan perbankan. Komitmen pelanggan dipandang sebagai faktor kunci dalam retensi pelanggan dan loyalitas, sedangkan kualitas layanan umumnya dipandang sebagai struktur utama yang mendorong loyalitas pelanggan. Dalam studi ini, ukuran kualitas layanan diantaranya, adalah; kualitas interaksi (interaction quality), kualitas lingkungan (environment quality) dan kualitas hasil akhir (outcome quality). Adapun komitmen pelanggan, dalam hal ini dibedakan menjadi tiga yaitu, komitmen afektif, komitmen normatif dan komitmen kontinuan.Sampel dalam studi ini adalah 126 nasabah debitur PT. Bank Kalbar di Kalimantan Barat yang menggunakan kredit untuk kegiatan usaha dan minimal satu kali transaksi peminjaman, dengan menggunakan teknik cluster sampling untuk menentukan kantor cabang dikarenakan lokasi PT. Bank Kalbar menyebar secara geografis serta proporsional sampel dalam menetapkan jumlah responden pada masing-masing cabang. Teknik analisi data dengan Structural Equation Modeling (SEM). Hasil study mengatakan bahwa kualitas layanan berpengaruh signifikan terhadap komitmen afektif, komitmen normatif, dan komitmen kontinuan, dan kualitas layanan berpengaruh signifikan terhadap loyalitas, serta komitmen afektif, komitmen normatif dan komitmen kontinuan berpengaruh signifikan terhadap loyalitas nasabah debitur PT. Bank Kalbar di Kalimantan Barat.


2020 ◽  
Vol 6 (2) ◽  
pp. 1
Author(s):  
Soomro Dr. Raheem Bux ◽  
Brohi Noor Ahmed ◽  
Memon Khair Muhammad ◽  
Gilal Rehman Gul

The culinary business is being increased rapidly in Pakistan. Usually, Pakistani consumers prefer to eat meals at homes cooked by female members owing to cultural, social and religious reason. In order to bridge up the gap in existing hospitality literature, the objective of this research manuscript is to find out the relation among dimensions of quality (food quality, service quality and quality of physical environment), customer satisfaction, restaurant image, behavioral intentions and customer perceived value in casual restaurants in Sukkur city. Data for this research study have been collected from customers of restaurants located in Sukkur city through convenience sampling. SPSS (24) and Smart PLS (3.0) versions were used for data analysis. Service quality dimensions of causal restaurant were found important determinants of the restaurant image and customer perceived value followed by physical environment and service quality; whereas, the physical environment quality was not found to be a significant factor of perceived value of customer. Additionally, food quality is measured as an important restaurant’s product. Another outcome of the present study exhibited that quality of physical environment holds a substantial positive effect on restaurant image. The findings indicate quality in food and service is highly important to satisfy customers and make their behavior positive about casual restaurant. Further, as an average temperature remains above 400 in Sukkur city, internal environment of the restaurant is significant as it will affect the mood and perception of customers when they dine in the casual restaurant.


2021 ◽  
Vol 11 (2) ◽  
pp. 30-46
Author(s):  
Anshuman Kaler

The existing competitive environment in the education sector in India has forced higher education institutes to adopt ‘students as a customer' approach in educational delivery. The extant literature supports seven dimensions of service quality namely input quality, curriculum, academic facilities, industry interaction, interaction quality, support facilities, and nonacademic processes. The objective of the study was to measure the relative effectiveness of service quality factors as perceived by the Indian students. Focus group interviews were conducted with a group of technical and management students. Stratified judgmental sampling was used for the data collection. In the current study, it was observed that the factor of program quality plays a more dominant role than the factor of quality of life in determining the service quality in institutes of higher education. It is further observed that in the sub-dimension of program quality, the factor of curriculum and academic facilities are relatively more dominant than the factor of input quality.


2020 ◽  
Vol 8 (11) ◽  
pp. 126-140
Author(s):  
Innocentius Bernarto

This research aims to understand whether food quality, personal interaction quality, physical environment qualtiy, and perceived value are positively related to satisfaction and its impact to commitment, trust, and word of mouth. The target population are customers who dined in healthy restaurants in Jakarta. The data was collected using questionnaire. There was a total of 403 respondents involved using convenience sampling method. The data was analyzed using Partial Least Square-Structural Equation Modeling approach of SmartPLS 3.0 software. The results show that the food quality, personal interaction quality, physical environment quality, and perceived value were positively related to satisfaction. In addition, satisfction was also positively related to trust, commitment, and word of mouth. Meanwhile, commitment was positively related to word of mouth. However, trust was not positively related to word of mouth. Keywords: Food Quality, Personal Interaction Quality, Physical Environment Quality, Perceived Value, Satisfaction, Trust, Commitment, Word of Mouth.


2021 ◽  
pp. 909-916
Author(s):  
Estik Hari Prastiwi ◽  
Surachman Surachman ◽  
Sunaryo Sunaryo ◽  
Ananda Sabil Hussein

This study aims to validate the dimensions of sharia experience quality and to determine the effect of sharia experience quality on customer loyalty by customer satisfaction as mediation variable. The sample technique of this study was a purposive sampling of 150 respondents who conducted financing at Islamic banks. SEM-PLS is used to test hypotheses. The results of the second order evaluation show that integration quality, physical environment quality, outcome quality, compliance sharia knowledge, and responsive religious experience had strong effects on sharia experience quality. Sharia experience quality had a significant effect on customer loyalty and customer satisfaction as a partial mediation of sharia experience quality on customer loyalty.


Sign in / Sign up

Export Citation Format

Share Document