A TWO LAYER SUPPLY-DEMAND ANALYSIS MODEL FOR EVALUATING TOURISM ONLINE SERVICE

2007 ◽  
Vol 03 (01) ◽  
pp. 123-134 ◽  
Author(s):  
ZI LU ◽  
BING HAN ◽  
YANLI LI ◽  
ZHUOPENG DENG ◽  
ZUI ZHANG
Keyword(s):  
Customer Satisfaction ◽  
Demand Analysis ◽  
Analysis Model ◽  
Online Service ◽  
Online Services ◽  
Tourism Management ◽  
Regional Tourism ◽  
Tourism Websites ◽  
Beijing China

In order to help tourism organizations enhance customer satisfaction (CS) for their websites and online services, this study develops a two layer supply-demand analysis model for tourism websites CS evaluation. This model is built based on the functionalities of tourism websites, and it mainly focuses on the CS evaluations from successful tourism websites applications. A number of tourism online service websites in Beijing, China, are taken as study cases for measuring and analyzing the supply-demand difference of online services presented in the model. The model can be used in regional tourism management to identify issues regarding the activity characteristics of tourism websites and to obtain suggestions to both customer satisfaction and tourism website provider profit.

Customer Satisfaction on e-SERVQUAL in Islamic Online Banking Services

2017 ◽  
Vol 3 (2) ◽  
pp. 29
Author(s):  
NURHAZIRAH HASHIM ◽  
MOHAMMAD ZAIM MOHD SALLEH ◽  
NOR SARA NADIA MUHAMAD YUNUS ◽  
INTAN SYAFINAZ MAT SHAFIE
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Pearson Correlation ◽  
Business Environment ◽  
Online Banking ◽  
Security And Privacy ◽  
Accurate Information ◽  
Online Services ◽  
Banking Services ◽  
Customer Information

The recent development in the ecommerce services has shown a variety of established companies participating in the web business environment including Islamic banks. Business with the mostexperience and success in using ecommerce are beginning to realize that the indicator of success or failure of the ecommerce environment was included in the online services. Nowadays, the trend ofa business is to serve the customer with best quality of services to enhance the consumer satisfaction and compete with the global competitors as online services enabled registered user to make productspurchase transaction only through website such as check and manage financial standing, transfer funds, bill payment, prepaid reload and so forth. However, in recent times, Islamic banking users faced problems with the online system such as cannot log in to the system, payment failure and  mostly security and privacy hindrance. Therefore, this study aimed to investigate the relationship between electronic service quality (e-SERVQUAL) and customer satisfaction towards IslamicOnline Banking Services users. Based on the sample size, only 76 respondents were selected to participate in this study by using a convenience sampling. Further, Pearson correlation and multipleregression were reported to analyze the mentioned relationship. The findings have shown that there is a positive relationship between e-SERVQUAL and customer satisfaction in using Islamic onlinebanking services. Based on the findings, Islamic online banking developer is recommended to improve more on their responsiveness in order to provide quick response to their customer’s requirements.  Moreover, they also should be more reliable in providing accurate information in performing the promised services. They must assure that all of their customers can quickly get responds and true feedback regarding their problems to ensure customer satisfy with service provided. Besides, the safety of the website and the protection of customer information alsoconsidered a vital action that should be concerned in order to increase the customers’ satisfaction.

Pengaruh Kualitas Pelayanan, Harga, dan Promosi Terhadap Kepuasan Pelanggan pada PT. Benua Trans Maju Bersama Cabang Medan

2021 ◽  
pp. 88-93
Author(s):  
Nurmaidah Ginting ◽  
Mila sari Br Ginting ◽  
, Ine Selvia Br Tarigan
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Quantitative Research ◽  
Analysis Model ◽  
Validity And Reliability ◽  
Normality Test ◽  
Sample Test

in this study is to find out how the influence of service quality, price and promotion on customer satisfaction with the aim of testing and analyzing the effect of service quality, price and promotion on customer satisfaction at PT. Benua Trans Maju Bersama Cabang Medan. The research was started in October 2020 – May 2021. In this study, the researcher used quantitative research techniques with the type of research being descriptive quantitative and the nature of the research was descriptive explanatory research. The population in this study were all customers has 223 customers. where validity and reliability were first tested in order to determine whether a questionnaire was valid or not, and researchers did it to 30 customers and the rest were 143 customers as a sample test. Then it is processed using the classical assumption test which includes: normality test, multicollinearity test, and heteroscedasticity test. The data analysis model in this study uses multiple regression analysis. The conclusion from the results of this study is that there is a service quality partially positive and significant effect on customer satisfaction. The price partially positive and significant effect on customer satisfaction. Promotion positive and significant effect on customer satisfaction Simultaneously the variables of service quality (X1), price (X2) and promotion (X3), there is a positive and significant influence on customer satisfaction (Y).

scholarly journals Strategi Pengelolaan Wisata Syariah Kota Pekanbaru

2020 ◽  
Vol 4 (1) ◽  
pp. 326-333
Author(s):  
Mufti Hasan Alfani ◽  
Putri Nuraini ◽  
Muhammad Arif ◽  
Ag Maulana
Keyword(s):  
Information System ◽  
Strategy Management ◽  
Main Task ◽  
Government Control ◽  
Analysis Model ◽  
Religious Activities ◽  
Interactive Analysis ◽  
Tourism Management ◽  
Religious Tourism ◽  
Tourism Destinations

The legacy of the Malay kingdom of Riau has become a valuable historical site as one of the areas of the Islamic kingdom which has become a current sharia tourist destination. The purpose of this study was to determine the management strategy of the Riau Province An-Nur Grand Mosque, the Ar-Rahman Grand Mosque in Pekanbaru City, and the Senapelan Grand Mosque in Pekanbaru City as religious tourism destinations in Pekanbaru City. The techniques used in data collection are observation, interviews, documentation, and analyzing books related to research. The data analysis used was an interactive analysis model. The results of this study illustrate that 1. The implementation of planning in Islamic tourism in Pekanbaru City through the formation of the board 2. The implementation of the organization that has been formed by the management in managing the mosque as a religious tourism destination based on the main task and schedule made as a form of board coordination 3. Implementation of the movement has followed training and comparative studies of mosque administrators as religious tourism and providing salaries or wages to administrators 4. Controlling Implementation of Sharia Tourism management in Pekanbaru City is included in asset instruments under government control and supervision as the Pekanbaru City Grand Mosque 5. Marketing through promotion has been implemented with several types of online and print media. 6. Financial implementation is carried out with a system of transparency and accountability based on predetermined standards. 7. Operational implementation of activities that have been carried out routine mosques such as prayer 5 times, majlis taklim, tabligh akbar and other religious activities 8. The application of R & D from the development of mosques as religious tourism destinations in Pekanbaru City received attention from the local government as a Raya and Paripurna mosque that has budget and expenditure on the running of mosque activities in the religious activity program in Pekanbaru City 9. Implementation of the Information System Mosque has been carried out in the information system on the management of religious tourism at the Great Mosque of An-Nur, Riau Province. Keywords: Strategy, Management, Sharia Tourism

scholarly journals PENGARUH PEMASARAN RELASIONAL TERHADAP KEPUASAN NASABAH YANG BERDAMPAK PADA LOYALITAS NASABAH (Studi Pada Nasabah Asuransi Jiwa Bersama (AJB) Bumiputera 1912 Cabang Pematangsiantar)

2018 ◽  
Vol 12 (2) ◽  
Author(s):  
Klara Delima Agustina ◽  
T Teviana
Keyword(s):  
Customer Satisfaction ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Life Insurance ◽  
Public Awareness ◽  
Data Retrieval ◽  
Insurance Company ◽  
Analysis Model ◽  
Relational Marketing ◽  
Linearity Test

Indonesian public awareness the importance insurance Indonesia has been growing rapidly. This condition is seen by the increasing number of insurance companies with a variety of products offered in the community. But even so, awareness of the importance of insurance is not in line with the purchase of an insurance policy. Such conditions make Joint Life Insurance (AJB) Bumiputera 1912 which is a local insurance company to apply the concept of relationship marketing. This study aims to determine the direct and indirect effects of relational marketing consisting of commitment and trust on customer loyalty as well as determine the effect of customer satisfaction on customer loyalty. The population in this study are all policyholders active Joint Life Insurance (AJB) Bumiputera Branch of Pematangsiantar who are customers of at least five years and never filed a claim against the insurance held that as many as 2,750 customers and the sample of 100 people who obtained using the formula slovin with data retrieval random sampling technique. Data was collected by questionnaire at all respondents where the questionnaire was tested beforehand using validity and reliability test on 30 respondents. Technical analysis of the data used is the classical assumption of data normality test, multicollinearity test and linearity test. It is also used path analysis model (path analysis) to examine the direct and indirect influences between variables with hypothesis testing using t test with significance level of 5% (0.05). The results showed that the partial commitments positive influence directly or indirectly on customer loyalty, trust negative influence directly and positively impact directly on customer loyalty and customer satisfaction directly positive effect on customer loyalty.                                    Keywords: Relational Marketing, Commitment, Trust, Satisfaction, Loyalty

Cross-regional Power Supply-Demand Analysis Model Based on Clustered Unit Commitment

2021 ◽  
Vol 141 (10) ◽  
pp. 629-641
Author(s):  
Shintaro Negishi ◽  
Keisuke Kimura ◽  
Ikumi Suzuki ◽  
Takashi Ikegami
Keyword(s):  
Power Supply ◽  
Unit Commitment ◽  
Demand Analysis ◽  
Regional Power ◽  
Analysis Model ◽  
Model Based

scholarly journals PEMBANGUNAN PARIWISATA DAERAH MELALUI PENGEMBANGAN SUMBER DAYA MANUSIA DI GORONTALO

2017 ◽  
Author(s):  
Krishna Anugrah ◽  
I Wayan Sudarmayasa
Keyword(s):  
Human Resources ◽  
Local Governments ◽  
Group Discussion ◽  
Tourism Development ◽  
Community Based ◽  
Tourist Attractions ◽  
Tourism Management ◽  
Regional Tourism ◽  
Data Source

This study discusses about development of regional tourism through the development of human resources Gorontalo, Sulawesi. The master plan for tourism development in Gorontalo stated that Gorontalo has three areas of community-based tourism development and eight excellent tourist attractions. It was realised that human resources has an important role in the general development as well the development of regional tourism. The approach used in this research is descriptive qualitative, data source obtained from field observation, interview, group discussion and documentation. Local governments have encouraged the development of regional tourism, especially destinations that are around the community through the empowerment of surrounding communities in order to manage the destination well. In order for all aspects of tourism management to run properly it is necessary role of local government in giving encourage and support education field of tourism. So it can fill the shorted of expert workforce to be placed on institutions or tourism related industries.

scholarly journals Managing online service recovery: procedures, justice and customer satisfaction

2016 ◽  
Vol 26 (6) ◽  
pp. 764-787 ◽  
Author(s):  
Jaywant Singh ◽  
Benedetta Crisafulli
Keyword(s):  
Customer Satisfaction ◽  
Service Recovery ◽  
Interactional Justice ◽  
Online Information ◽  
Online Service ◽  
Mediated Communication ◽  
Content Type ◽  
Recovery Strategies ◽  
The Impact ◽  
Information And Technology

Purpose The internet has changed the way services are delivered and has created new forms of customer-firm interactions. Whilst online service failures remain inevitable, the internet offers opportunities for delivering efficient service recovery through the online channel. Notwithstanding, research evidence on how firms can deliver online service recovery remains scarce. The purpose of this paper is to investigate the impact of two online service recovery strategies – online information and technology-mediated communication – on customer satisfaction, switching and word of mouth intentions. Design/methodology/approach A scenario-based experiment is employed. Data are analysed using partial least squares structural equation modelling. Findings Online information and technology-mediated interactions can be used as online service recovery strategies. When fair, online service recovery can restore customer satisfaction, lower switching and enhance positive word of mouth. Interactional justice delivered through technology-mediated communication is a strong predictor of satisfaction with online service recovery. Yet, customers in subscription services show greater expectations of online service recovery than those in non-subscription services. Research limitations/implications Further research could examine the impact of online service recovery on relational constructs, such as trust. Since customers participate in the online recovery process, future research could investigate the role of customers as co-creators of online service recovery. Practical implications Service managers should design online recovery strategies that meet customer need for interactional justice, for example, bespoke e-mails, and virtual chat communications with genuine customer care. Originality/value Online information and technology-mediated communication function as online service recovery strategies. Customer perceptions of justice towards online service recovery restore satisfaction, and encourage loyal behaviour.

scholarly journals PELAYANAN KOMUNIKASI PERBANKAN DAN KEPUASAN NASABAH (PERSPEKTIF KOMUNIKASI ISLAM)

2019 ◽  
Vol 4 (2) ◽  
pp. 226
Author(s):  
Dian Adi Perdana
Keyword(s):  
Customer Satisfaction ◽  
Swot Analysis ◽  
Internet Banking ◽  
Positive Influence ◽  
Campus Community ◽  
Analysis Model ◽  
Communication Services ◽  
Banking Services ◽  
Interactive Analysis ◽  
Customer Trust

<p><em>This article explains about the optimization of banking communication services that causes customer (campus community) dissatisfaction. Banking communication services as the main source of the problem are not being able to use internet banking in banking services, the lack of employees at the nearest BTN operational office, payment schedules that are often delayed because of internet integrity connecting between the campus and the bank is broken and service dissatisfaction has not yet reached the remote area. This study is a qualitative research by doing interview, observation, and documentation in data collection. The interactive analysis model is done in a descriptive qualitative manner and the data is presented with a SWOT analysis to determine the company's situation and strategy. The conclusion is the component of customer satisfaction in the form of: responsiveness, compliance, empathy, tangible, reliability and assurance which are elements of patterns of improvement in communication services have a positive influence on customer satisfaction in using banking services. This must be started and addressed by prioritizing customer needs. Researchers found that service influences customer satisfaction, which means that the greater the influence of service, the greater the satisfaction achieved by these customers, and these efforts continue to be carried out by BTN in maintaining customer trust in the company. Another thing is the need to optimize the strength they have to respond to opportunities that arise from external companies.</em></p><p> </p>

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