The Impact of the Service Quality as a Mediating Variable on the Relationship between Internal Marketing Policies and Internal Customer Satisfaction: An Empirical Study at Taif University

2016 ◽  
Vol 4 (1) ◽  
Author(s):  
Dr. Abdulraheem Ali Alghamdi
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Service Quality ◽  
Internal Marketing ◽  
Internal Customer ◽  
The Impact ◽  
The Relationship

scholarly journals The Impact of Administrative Transparency on the Relationship between Internal Marketing Policies and the Job Satisfaction of the Internal Customer: An Applied Study at Taif University - Kingdom of Saudi Arabia: أثر الشفافية الإدارية في العلاقة بين سياسات التسويق الداخلي وبين الرضا الوظيفي للعميل الداخلي - دراسة تطبيقية بجامعة الطائف، المملكة العربية السعودية -

2020 ◽  
Vol 4 (13) ◽  
Author(s):  
Abdulraheem Ali Alghamdi, Abeer Kamel Alfarran
Keyword(s):  
Job Satisfaction ◽  
Customer Satisfaction ◽  
Internal Marketing ◽  
Mediating Effect ◽  
Internal Customer ◽  
Intermediate Variable ◽  
Effective System ◽  
Statistical Program ◽  
The Impact ◽  
The Relationship

This study aims to identify the extent of the practice of internal marketing policies and administrative transparency at Taif University, and its impact on the level of internal customer satisfaction (employee). As well as to observe the mediating effect of administrative transparency in the relationship between internal marketing policies and internal customer satisfaction. This study attempts to fill the gap in previous studies related to the impact of internal marketing policies (independent variable) and administrative transparency (intermediate variable) on enhancing internal customer satisfaction (dependent variable) in Saudi universities. A descriptive-analytical approach was used, and 254 questionnaires were distributed randomly stratified to the study sample. The number of valid questionnaires for analysis was (125), which were analysed using the statistical program (SPSS). The findings were that there was a medium degree of approval towards each of the dimensions of internal marketing, the practice of administrative transparency and internal customer satisfaction. There was also a relationship and impact between internal marketing policies and internal customer satisfaction. Similarly, there was a relationship and impact between administrative transparency and internal customer satisfaction. There were a relationship and impact between internal marketing policies and administrative transparency. Moreover, it found that administrative transparency strengthens the positive relationship between internal marketing policies and internal customer. This study recommended increasing employees’ job satisfaction by implementing an effective system of incentives and rewards, training and development and promotions. Furthermore, universities should improve the level of administrative transactions and communications, financial facilitation, and good relations among employees. Moreover, they have to adopt the concept of internal marketing by meeting the needs of employees and working on developing them. Finally, they have to tout administrative transparency policies, as well as clarifying the reasons for administrative decisions with stability and ease of understanding in order to build credibility and trust with employees.

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.

scholarly journals The Correlation between Customer Satisfaction and Service Quality in Jordanian Uber & Careem

2019 ◽  
Vol 8 (12) ◽  
pp. 5186-5192
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Online Questionnaire ◽  
Intelligent Transport ◽  
High Degree ◽  
The Impact ◽  
The Relationship

Customer satisfaction is a great concern for all companies in all sectors, to measure customer satisfaction it is necessary to measure the service quality to examine the relationship among them. In this paper, SERVQUAL model is used to measure service quality and the effect of these dimensions (tangibles, responsiveness, empathy, assurance, reliability) in customer satisfaction on intelligent transport applications (Uber & Careem) in Jordan by conducting an online questionnaire. The archived results show that Reliability has a high degree of importance on the impact of customer satisfaction and 89.2 % of the sample prefer to use Uber & Careem smart app rather than traditional taxis.

A Study on Impact on the Service Quality and Customer Satisfaction of SBI in Tirunelveli District

2019 ◽  
Vol 118 (10) ◽  
pp. 298-306
Author(s):  
Dr.(Smt)N.Kamala ◽  
Smt. S.Arumuga Selvi ◽  
M. Chandra ◽  
Smt.M. Maheswari
Keyword(s):  
Decision Making ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Decision Making Process ◽  
Business Survival ◽  
The Impact ◽  
The Relationship

Now days in the banking sector experts have to pay special attention to the service quality because it will decide the customer decision making process, but also it will make some changes in the customer satisfaction, purchase retention, loyalty and business survival. It may be shown in many researches. The main objective of this paper is to review the relationship between service quality and customer satisfaction. The research will help to understand the impact on the service quality and customer satisfaction.

Impact of service quality, corporate image and customer satisfaction towards customers’ perceived value in the banking sector in Pakistan

2015 ◽  
Vol 33 (4) ◽  
pp. 442-456 ◽  
Author(s):  
Hashim Zameer ◽  
Anam Tara ◽  
Uzma Kausar ◽  
Aisha Mohsin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Perceived Value ◽  
Corporate Image ◽  
Content Type ◽  
Independent Variables ◽  
Customer Perceived Value ◽  
The Impact ◽  
The Relationship

Purpose – The purpose of this paper is to explore the impact of services quality, customer satisfaction and corporate image on customer perceived value in the banking sector of Pakistan. Design/methodology/approach – A model is developed to show the relationship between dependent and independent variables taken from the existing literature. The data are collected from 200 respondents taken from the five major cities of Pakistan using structured questionnaire. Correlation and regression are applied to estimate the relationship between variables and find out the extent to which the independent variables have impact on the dependent variable. Findings – Results show that there is a positive relation between the service quality, customer satisfaction and corporate image. It is also analyzed by the results that service quality and customer satisfaction have high impact on the customer perceived value where corporate image also effect the customer perceived value. Originality/value – This paper identified the impact of service quality, customer satisfaction and corporate image on the customer perceived value that helps the services sector especially banks how they can improve the customer perceived value through improving their service quality, customer satisfaction and corporate image.

scholarly journals The influence of outsourcing activities on the perception of service quality. An empirical study based on online reviews by hotel customers

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Tomás F. Espino-Rodríguez ◽  
Manuel Rodríguez-Díaz
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
Online Reviews ◽  
Negative Influence ◽  
Performance Measure ◽  
Content Type ◽  
Online Customer Reviews ◽  
Online Reputation ◽  
The Impact ◽  
The Relationship

Purpose This study aims to examine the impact of the outsourcing of hotel departments on service quality measured through online customer reviews. Design/methodology/approach Three models were developed, considering three important online tourism reputation websites, to establish the relationship between the outsourcing of hotel activities and service quality. Findings The results show that in the three databases, hotel outsourcing has a negative influence on online reputation. A higher level of outsourcing reduces service quality, the percentage of recommendations and the value perceived by customers who carry out online reviews of these hotels. In addition, different models were established for each type of department. Originality/value To the best of the authors’ knowledge, this paper presents the first empirical study to analyse the relationship between the impact of process outsourcing and customers’ online reviews. It is also the first empirical research to consider the relationship between outsourcing and ratings by hotel end-customers as a performance measure.

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