Effects of service innovation in cultural parks on customer satisfaction

2014 ◽  
Vol 64 (Supplement-2) ◽  
pp. 151-164
Author(s):  
Shang-Ping Lin ◽  
Chuan-Chung Wang ◽  
Pi-Yun Huang
Keyword(s):  
Customer Satisfaction ◽  
Service Innovation ◽  
Cultural Value ◽  
Cultural Industry ◽  
Product Price ◽  
Innovation Activities ◽  
Service Efficiency ◽  
Research Findings ◽  
Positive Correlations ◽  
The Impact

The impact of financial crisis has resulted in the global economic depression. It is merely cultural industry that acts in a diametrically opposite way so businesses related to cultural industry are still growing. For this reason, this study tends to explore the innovation activities in cultural parks in Taiwan, from the aspect of cultural value. Nevertheless, research on cultural parks in Taiwan still focuses on architecture design and reuse of space; studies on Service Innovation are rather few. This study therefore aims to discuss Service Innovation in cultural parks themselves. With questionnaire survey, the data are further analyzed and discussed. The research findings show 1. significantly positive correlations between Service Innovation and Product Price in Customer Satisfaction, 2. partially positive correlations between Service Innovation and Service Efficiency in Customer Satisfaction, 3. remarkably positive correlations between Service Innovation and Perceived Value in Customer Satisfaction, and 4. notable effects of Customer Characteristics on the correlations between Service Innovation and Customer Satisfaction. The research results are expected to be the reference and contribution to cultural park managers.

scholarly journals THE IMPACT OF MARKETING MIX ON CUNSOMER SATISFACTION AND CUSTOMER LOYALTY ON AQUA PRODUCTS

2020 ◽  
Vol 4 (2) ◽  
pp. 83-103
Author(s):  
Primawati Hayuningtyas
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Marketing Mix ◽  
Water Industry ◽  
Product Price ◽  
Campus Environment ◽  
Bottled Drinking Water ◽  
Place Promotion ◽  
Water Companies ◽  
The Impact

Almost every company in Indonesia carries out a variety of strategies to be competitive. In the Bottled Drinking Water Industry, the result of a research carried out by Mandiri Industry Update (2015) indicated the existence of intense competition, with more than 500 bottled water companies, of which 60% were mostly local players. This should be a concern for Danone Group with the AQUA brand that currently still dominates the market. AQUA must continue to maintain its market share by finding ways to provide satisfying products to costumers in order to encourage loyalty so that AQUA can survive in the competition. This study was chosen based on the researcher's interest in the effect of satisfaction felt by costumers on costumer loyalty to AQUA products. In this case, the Marketing Mix (product, price, place, promotion) forms the factors that lead to costumer satisfaction and loyalty (Wahab et al, 2016). This study was conducted in the campus environment of Airlangga University with as many as 80 students. The results of this study using empirical data indicated that the marketing mix variables consisting of product, price, promotion, place had a positive and significant effect on customer satisfaction, and customer satisfaction has a positive and significant effect on costumer loyalty.

scholarly journals Factors Affecting Service Innovation, Customer Value toward Customer Satisfaction: Case on Health Care Industry

2019 ◽  
Vol 64 ◽  
pp. 213-222
Author(s):  
Yuzhou LUO ◽  
Wei WANG ◽  
Wou SAKURA
Keyword(s):  
Health Care ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Customer Value ◽  
Product Life Cycle ◽  
Service Innovation ◽  
Health Care Industry ◽  
Service Value ◽  
Care Industry ◽  
Positive Correlations

The fierce competition among industries and the rapid environment changes have health care companies not only face the competitive prices of products but also bear the pressure of shortening product life cycle. Looking back the barter time before, there was not customer service. With the time and space changes, customer service is constantly enhanced along with the economic development. In the service era, a business should complete the service value from the aspect of customer to achieve the goal of customer satisfaction, actively understand customers’ real needs, and provide products and services required for customers in order to create higher service value for customers. Taking the employees of health care industry in Shanghai City as the research object, questionnaire survey is used for collecting relevant data. With statistical analyses, the following research conclusions are summarized: (1) Service innovation shows significantly positive correlations with customer value; (2) Customer value reveals remarkably positive correlations with customer satisfaction; (3) Service innovation reveals notably positive correlations with customer satisfaction. Reference for health care industry making operation policies is provided in this study. By strengthening customer value and customer satisfaction, it is expected to enhance customer loyalty and create the niche for the sustainable management of health care industry.

scholarly journals Kontribusi Inovasi Pelayanan Publik terhadap Kepuasan Pelanggan dalam Penerbitan Paspor di Kantor Imigrasi Kelas I Padang

2018 ◽  
Vol 2 (2) ◽  
pp. 159
Author(s):  
Yersa Novellina Putri ◽  
Dasman Lanin
Keyword(s):  
Customer Satisfaction ◽  
Public Service ◽  
Random Sampling ◽  
Significant Contribution ◽  
Service Innovation ◽  
Sampling Technique ◽  
Class I ◽  
Test Results ◽  
The Impact ◽  
Regression Tests

This study aimed to determine the contribution of public service innovation on customer satisfaction in issuing passports at the Office of Immigration Class I Padang. The background of this research was that there were many people complained about the queue for passport request. This study was conducted through a quantitative approach. The population in this study was all Indonesian Citizens (WNI) who had received passport request services from the Office of Immigration Class I Padang from January to June 2018 totaling 16.311. The sample in this study consisted of 390 respondents determined with Slovin Formula and through a proportionate stratified random sampling technique. Data in this study were collected through questionnaires with Likert Scale measurement. The data were analyzed using multiple linear regression tests. The partial test results showed that the novelty dimension (X1), the productive dimension (X2), the impact dimension (X3), and the sustainability dimension (X4) had a significant contribution on customer satisfaction with a significance value of 0,000. While simultaneously public service innovations (consisted of novelty, productive, impact, and sustainability) had a significant contribution on customer satisfaction in issuing passports at the Office of Immigration Class I Padang.

ANALISIS PENGARUH BAURAN PEMASARAN 7P TERHADAP KEPUASAN PELANGGAN PENGGUNA GOJEK ONLINE

2016 ◽  
Vol 1 (1) ◽  
pp. 31-40
Author(s):  
Ida Farida ◽  
Achmad Tarmizi ◽  
Yogi November
Keyword(s):  
Customer Satisfaction ◽  
Marketing Mix ◽  
Future Research ◽  
P Value ◽  
Research Needs ◽  
Product Price ◽  
Transport Mode ◽  
Physical Evidence ◽  
Place Promotion ◽  
The Impact

The purpose of this study is to examine the impact of seven elements of marketing mix (product, price, place, promotion, people, process and physical evidence) on customer satisfaction of GOJEK users. Data were collected from 90 customers residing in South Jakarta using self-reporting questionnaires. Factor analysis is used to validate the instrument and regression analysis was used to test the hypotheses. The results showed that although the elements of the marketing mix simultaneously significant effect on customer satisfaction, however partially, only the product have a significant effect on customer satisfaction (p-value 0.045). Based on these findings, the future research needs to re-examine the influence of marketing mix elements on customer satisfaction, in particular, transport mode users GOJEK by increasing the sample size and expanding the area of research so that research results can be generalized. Keywords: Product, Price, Promotion, Place, Process, People, Physical Evidence, Satisfaction

scholarly journals THE IMPACT OF SERVICE QUALITY ON BANKING CUSTOMER LOYALTY: THE ROLE OF SATISFACTION AND SWITCHING COSTS AS MEDIATOR

2019 ◽  
Vol 7 (1) ◽  
pp. 1-8
Author(s):  
Sefnedi Sefnedi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Switching Costs ◽  
Research Population ◽  
Research Findings ◽  
The Impact ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The notion of customer loyalty as an efective marketing strategy in fecing keen competition has been identified. The purpose of this study is to examine the role of customer satisfaction and switching costs as mediator on the relationship between service quality and customer loyalty. The research population is all banking deposit customers of Nagari Bank Main Branch Padang while the numbers of usable samples were 117 respondents. In order to test hypotheses, this study performs SmartPLS 3.2.8. The results of analysis displayed that the strongest effect of service was found on switching costs compared to customer satisfaction and loyalty. In addition, customer satifcation and switching costs were proven as determinants of customer loyalty, and they also were found as mediator on the relationship between service quality and customer loyalty.The research findings provided some practical contributions that in order to enhancing customer loyalty future, it was suggested to increase customer satisfaction as well switching costs through creating the best service quality. Keywords: Service quality, Customer satisfaction, Switcing costs, and Customer loyalty

EXPLORING THE IMPACTS OF SERVICE INNOVATION ON CUSTOMER SATISFACTION IN THE TELECOM INDUSTRY: A PERSPECTIVE FROM INTERACTIVE AND SUPPORTIVE SERVICE INNOVATIONS

2018 ◽  
Vol 22 (07) ◽  
pp. 1850053
Author(s):  
DAO THI TA ◽  
CHIA-HAN YANG
Keyword(s):  
Customer Satisfaction ◽  
Service Innovation ◽  
Customer Retention ◽  
Service Firms ◽  
Telecommunication Services ◽  
Supportive Service ◽  
Telecom Service ◽  
Strategy Planning ◽  
Telecom Sector ◽  
The Impact

The impact of service innovation on customer perception has been investigated in many studies. This paper provides a unique view of service innovation by categorizing service innovation into two forms, interactive and supportive service innovations, and exploring their effects on customer satisfaction and retention in the context of telecommunication services. A dataset of 402 telecom service users from Vietnam is collected for empirical hypotheses testing of the relationships among supportive/interactive service innovation, customer satisfaction, and customer retention. The findings show that the two components of service innovation, interaction and support, are the key determinants of customer satisfaction and customer retention, which provides important information for telecom managers in service strategy planning. The study suggests that service firms should differentiate themselves by investing in supportive service innovations since interactive services are characterized by ease of copying, especially in the telecom sector, which is a highly technology-mediated environment.

scholarly journals SERVICE INNOVATION AND ORGANISATIONAL PERFORMANCE: MEDIATING ROLE OF CUSTOMER SATISFACTION

2020 ◽  
Vol 2 (3) ◽  
pp. 97-108
Author(s):  
Masud Ibrahim ◽  
Kong Yusheng
Keyword(s):  
Customer Satisfaction ◽  
Organizational Performance ◽  
Significant Relationship ◽  
Service Innovation ◽  
Organisational Performance ◽  
Mediating Role ◽  
Research Findings ◽  
The Relationship ◽  
Structured Questionnaire

Innovation plays a key role in the success of businesses the world over. The purpose for this study is to explore the mediating role of job customer satisfaction in the relationship between service innovation and organisational performance. Data for the study was obtained from 450 commercial bank customers in Ghana using structured questionnaire. The PLS-SEM was the main analytical tool used to analyse the research findings via AMOS 22. Findings from this study revealed a positive and significant relationship between service innovation and organizational performance. Additionally, the study revealed that customer satisfaction was found to have positive and significant effect on organisational performance. However, there was no significant relationship between service innovation and customer satisfaction in this study. The study contributes to existing literature on service innovation from a developing country context. The implications for the study are also discussed.

scholarly journals The impact of intellectual capital on firm’s financial performance: empirical evidence from Bahrain

2020 ◽  
Vol 17 (4) ◽  
pp. 189-201
Author(s):  
Abdelmohsen M. Desoky ◽  
Gehan Abdel-Hady Mousa
Keyword(s):  
Human Capital ◽  
Financial Performance ◽  
Intellectual Capital ◽  
Labor Costs ◽  
Return On Equity ◽  
Structural Capital ◽  
Customer Capital ◽  
Research Findings ◽  
Positive Correlations ◽  
The Impact

This study contributes to the intellectual capital (IC) area of literature by investigating the impact of IC on the firm’s financial performance of two main sectors in the Bahrain Bourse, financial and service sectors, during five years, 2013–2017. The study employs canonical correlation analysis as a unique statistical method to analyze data gathered from 29 sampled companies, representing 145 firm-year observations over the five years. Two groups of variables are employed. The first represents the firm’s financial performance with two variables (return on equity – ROE and return on assets – ROA), while the second includes three intellectual capital components, namely human, customer, and structural capital. Findings related to the financial sector reveal that all IC components (human capital, customer capital, and structural capital) have positive correlations with firm performance except for the labor costs variable (the sub-variable of human capital), which has a negative correlation with firm’s performance. Human capital is also found to be the most significant component of the IC, while structural capital is reported as the lowest effect on the firm’s performance, consistent with some previous research findings. Furthermore, the services sector results revealed that IC is significantly associated with the firm’s performance. Moreover, two sub-variables of human capital (number of Bahraini employees and labor costs) have the most significant impact on the firm’s performance.

scholarly journals Pengaruh Konsep Bauran Pemasaran terhadap Kepuasan Konsumen Dan Keputusan Membeli Produk Batik di Mageria Batik Malioboro

Media Wisata ◽  
2021 ◽  
Vol 12 (1) ◽  
Author(s):  
Darnawi Darnawi
Keyword(s):  
Customer Satisfaction ◽  
Marketing Mix ◽  
Purchase Decision ◽  
Purchase Decisions ◽  
Analysis Method ◽  
Product Price ◽  
Know How ◽  
Influence Effect ◽  
Pass Through ◽  
The Impact

The research aims to know how far the influence of marketing mix, consisting of product, price, location and promotion toward customer satisfaction and the impact to purchase decision of batik product at Margaria Batik in Malioboro Yogyakarta. The data was collected by spreading questioner to 150 respondents, chosen by purposive sampling and analyzed by path analysis method. The hypothesis was submitted are marketing mix has an influence effect to purchase decisions by direct or indirect pass through the customer satisfaction. The analysis result of the first sub-structure regression was known that product and price dimensions have significant influences on customer satisfaction. Whereas, the location and promotion dimension didn’t have significant influence on customer satisfaction. The analysis result of the second sub-structure was known that product and price have direct influences dominantly than indirect influences pass through the customer satisfaction.

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