Does Grading Standard Dimension of Hotel Rating System Predict Customer Satisfaction? Empirical Evidence from Malawi

ABSTRAKPenelitian ini bertujuan untuk menguji pengaruh kualitas pelayanan terhadap kepuasan konsumen dan dampaknya terhadap brand image pada PT Bank Mayapada Internasional, Tbk Cabang Menara Topas Jakarta Pusat. Sampel dalam penelitian ini sebanyak 105 nasabah. Analisis data yang digunakan adalah Structural Equation Modeling (SEM). Hasil penelitian secara empiris menunjukkan bahwa kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan nasabah, sehingga ketika kualitas pelayanan meningkat maka kepuasan nasabah pun akan meningkat. Kepuasan nasabah berpengaruh positif dan signifikan terhadap brand image, sehingga ketika kepuasan nasabah meningkat maka brand image yang ditampilkan perusahaan pun akan meningkat. Kualitas pelayanan berpengaruh negatif dan tidak signifikan terhadap brand image, artinya kualitas pelayanan bukan merupakan factor penentu brand image. Pengujian tidak langsung kualitas pelayanan terhadap brand image melalui kepuasan nasabah berpengaruh positif dan signifikan. Bukti empiris ini menunjukkan bahwa kualitas pelayanan tidak dapat mempengaruhi brand image secara langsung, namun melalui kepuasan nasabah. Hasil penelitian ini mendukung teori Service Quality, semakin baik kualitas pelayanan maka nasabah akan semakin puas sehingga menimbulkan kesan yang baik terhadap perusahaan. Penelitian ini berbeda dengan peneliti sebelumnya karena menguji pengaruh langsung dan tidak langsung secara komprehensif dengan menggunakan second order confirmatory. Kata Kunci: Kualitas pelayanan, kepuasan konsumen dan brand image ABSTRACTThis study aims to analyze the empirical evidence of the influence of service quality on customer satisfaction and its impact on brand image at PT Bank Mayapada Internasional, Tbk Menara Topas Central Jakarta Branch. The sample in this study were 105 customers. Analysis of the data used is Structural Equation Modeling (SEM). Empirical research results show that service quality has a positive and significant effect on customer satisfaction, so that when service quality increases, customer satisfaction will increase. Customer satisfaction has a positive and significant effect on brand image, so that when customer satisfaction increases, the brand image displayed by the company will increase. Service quality has a negative and not significant effect on brand image, meaning that service quality is not a determining factor for brand image. Indirect testing of service quality on brand image through customer satisfaction has a positive and significant effect. This empirical evidence shows that service quality cannot affect brand image directly, but through customer satisfaction. The results of this study support the Service Quality theory, the better the service quality, the more satisfied customers will be, thus creating a good impression on the company. This study is different from previous researchers because it examines the direct and indirect effects comprehensively by using second order confirmatory.so that when service quality increases, customer satisfaction will increase and will improve the brand image displayed by the company.Keywords: Service quality, customer satisfaction and brand image

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Comparative Analysis on Service Quality &Customer Satisfaction: Empirical Evidence from Pakistan Hotel Industry

Journal of Business & Tourism ◽

10.34260/jbt.v3i2.78 ◽

2021 ◽

Vol 3 (2) ◽

pp. 147-162

Author(s):

SYED NASEEB ULLAH SHAH ◽

DR. QADAR BAKHSH BALOCH

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Empirical Evidence ◽

Business Performance ◽

Service Industry ◽

Hotel Industry ◽

Quality Attributes ◽

Khyber Pakhtunkhwa ◽

Paired Samples ◽

The Mean

The phenomenon of Quality of service, as the degree of excellence at an acceptable price, has gained a pivotal place in the success or failure of a business or gaining and maintaining customer satisfaction over the years. The research study aimedto compare the mean score of KPK, Punjab and Islamabad hotel customer’s mean score and to recommend strategies for improving managerial efficiency and operational effectiveness in improvising and sustaining service quality so as to gain and sustain customer satisfaction and brand loyalty. The population included hotels having restaurants and living accommodation both, and stratified on the bases of geography located in selected cities of Khyber Pakhtunkhwa, Islamabad and Lahore. The sample of hotel , worked out on the bases of 10hotels from each location and 20 customers from each hotel, comprises of 60 hotels and 1200 customers from Khyber Pakhtunkhwa, and 20 hotels and 400 customers forum Islamabad and Lahore . The paired samples t-test used to compare the mean score difference about the customers of KPK, Punjab and Islamabad Pakistan found that there is significance difference between the mean score of Punjab and KPK customers on service quality attributes. The mean score of Punjab customers is and Islamabad customers are found that there is significance difference between the mean score for Punjab and customers on service quality attributes. The research contributes theoretically and practically to the Hotel service industry and customer satisfaction in Pakistan which is supported by the empirical evidence and would help the Pakistan’s Hotel industry to improve its business performance through improving their service quality and adding in to their customer satisfaction.

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Analisis Hubungan Antara Kualitas Layanan Dengan Kepuasan Dan Loyalitas Mahasiswa Di PTS “X”

Jurnal Riset Manajemen Sekolah Tinggi Ilmu Ekonomi Widya Wiwaha Program Magister Manajemen ◽

10.32477/jrm.v4i2.256 ◽

2017 ◽

Vol 4 (2) ◽

pp. 158-168

Author(s):

Sofiati Sofiati

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Empirical Evidence ◽

Customer Loyalty ◽

Structural Equation ◽

Positive Relationship ◽

Research Question ◽

Management Program ◽

Quality Service

The objective of this study is to test the relationship beetween quality service with customer satisfaction and loyalty .The subject matter we addressed three research questions. The first was: is quality quality service positif relatonship with customer satisfaction? The second research question addressed was: is customer satisfaction positif relationship with customer loyalty?Our the third research question was: is quality service positif directly with customer loyalty? Quality service is measured with SERVQUAL in five dimensions: tangibles, reability, responsiveness,assurance, and empathy.The population covers 800 students PTS “X”, while the taken sample was 210 students PTS “X”. The sample that used in this study is master of management student in management program and accounting program in PTS “X”. The data were analyzed by using Structural Equation Modelling (SEM). Empirical evidence supports the first hypothesis that the quality of service (Service Quality) consisting of; physical evidence, reliability, responsiveness, assurance, and empathy have a significant positive relationship with satisfaction. With the increasing quality of service provided by the management of PTS “X” then will also increase student satisfaction. Empirical evidence does not support the two hypothesis that Satisfaction has a positive relationship with Loyalty. This conclusion means that students who feel satisfaction does not necessarily have a sense of loyalty to the alma mater. Empirical evidence does not support the three hypothesis that states Quality has a positive relationship with Loyalty. This conclusion means that to increase customer loyalty, it is not enough to only pay attention to the quality of services, but more important is to increase customer satisfaction.

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