scholarly journals ANALYSIS OF E-CRM, SERVICE QUALITY AND BRAND TRUST RELATIONSHIP WITH STUDENT SATISFACTION

2020 ◽  
Vol 8 (1) ◽  
pp. 227-232
Author(s):  
Makarand Upadhyaya
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Research Result ◽  
Data Gathering ◽  
Sampling Technique ◽  
Total Sample ◽  
Future Research ◽  
Brand Trust ◽  
Microsoft Excel ◽  
The Relationship

Purpose of the study: The purpose of this research is to find out the relationship between e-CRM and student satisfaction, to find out the relationship between service quality and student satisfaction, to find out the relationship between brand trust and student satisfaction. Methodology: The questionnaire is used as a data-gathering technique with a total sample of 88 respondents, and it is using a purposive sampling technique. The collected data are then analyzed using Microsoft Excel and SPSS 19. Main Findings: The research result shows that e-CRM is positive and has no relationship with student satisfaction, service quality is negative and has a relationship with student satisfaction, and brand trust is negative and has no relationship with student satisfaction. Applications of this study: This study can be used for the management of the Economy and Business Faculty of Budi Luhur University Jakarta as an evaluation guideline. Novelty/Originality of this study: E-CRM and brand trust variables are negative and have no relationship with student satisfaction. Some recommendations for future research are also made.

The Correlation between Servqual Dimensions and Student Satisfaction

2021 ◽  
Vol 7 (2) ◽  
pp. 7
Author(s):  
Nur Zihan Abd Rashid ◽  
Tuan Nur Athirah Nabilah Tuan Ismail ◽  
Bibianah Thomas
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Learning Experience ◽  
Sampling Technique ◽  
Education Institution ◽  
Primary Objective ◽  
Future Research ◽  
Higher Education Institution ◽  
New Findings

Service quality is a very crucial element in ensuring the competitiveness of various institutions. By having a good service quality, the reputation of the organization will enhance and thus become their added competitive advantage. In higher education institution, service quality is important to ensure the students whom are their primary stakeholders are able to have a good learning experience in which will then influence their satisfaction. The primary objective of this paper is to analyze the correlation between five elements in SERVQUAL dimensions (tangibility, reliability, responsiveness, assurance, empathy) and the student satisfaction. The questionnaires were distributed among the students in various faculties in UiTM Sabah by using convenience sampling technique and 250 questionnaires were managed to be collected for analysis. Overall, the result shows that the students are satisfied with service quality in UiTM Sabah. Specifically, all five SERVQUAL dimensions correlate with student satisfaction. Reliability, responsiveness and empathy dimensions have strong correlation with student satisfaction. Meanwhile, both tangibility and assurance have moderate correlation with student satisfaction. This study is hoped to contribute towards the new knowledge in the field of service quality especially in higher education institutions Future research is also proposed at the final section of this study to discover new findings from different perspectives of service quality. Keywords: servqual; students’ satisfaction; service quality; higher education institution; service delivery.

scholarly journals Service Quality and Donor Trust and Its Impact on Donor Loyalty (Survey at LAZ Synergy Foundation)

2019 ◽  
Vol 2 (1) ◽  
Author(s):  
Eko Ruslamsyah ◽  
Agus Rahayu ◽  
Rida Rosida
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Sampling Technique ◽  
Total Sample ◽  
Purposive Sampling ◽  
Quota Sampling ◽  
The Relationship

Islamic Economics regulates development through instruments of Islamic development funds including zakat, infaq and alms. But the collection of ZIS funds is still low compared to its potential. This research is designed to analyze the influence of service quality, donor’s trust in donor’s loyalty. The population of this study was donors at the Sinergi Foundation institution. The sampling technique used was purposive sampling quota sampling with a total sample of 100 people. In addition, it also uses path analysis to determine the relationship or influence between these variables. The results of this study indicate that First, service quality has a positive and significant effect on donor’s trust. Second, service quality does not have a positive and significant effect on donor’s loyalty. Third, donor’s trust has a positive and significant effect on donor loyalty. Fourth, service quality affects the loyalty of donors through trust in donors as an intervening variable.

PENGARUH PERSEPSI HARGA, KEPERCAYAAN MEREK, KUALITAS PELAYANAN dan LOKASI TERHADAP KEPUTUSAN PEMBELIAN (Studi Pada Konsumen Natasha Skin Clinic Center Gresik).

MANAJERIAL ◽  
2019 ◽  
Vol 5 (1) ◽  
pp. 30
Author(s):  
Melinda Desy Wahyuni
Keyword(s):  
Service Quality ◽  
Statistical Data ◽  
Sampling Technique ◽  
Total Sample ◽  
Brand Trust ◽  
Purchasing Decisions ◽  
Statistical Data Analysis ◽  
Price Perception ◽  
Purchasing Decision ◽  
Quota Sampling

This study aims to determine how much the Influence of Price Perception, Brand Trust, Service Quality and Location on Consumer Purchasing Decisions of Natasha Skin Clinic Center. The population used in this study were Natasha Skin Clinic Center consumers with a total sample of 100 respondents using Non-Probability Sampling technique with a Quota Sampling approach, which is a technique to determine a sample of a population that has certain characteristics to the desired amount (quota) based on the results of the study found the regression equation as follows Y = 3,692 + 0,193X1 + 0,231X2 + 0,208X3 + 0,215X4 + e. Based on statistical data analysis, the indicators in this study are valid and reliable. The variable that has the greatest influence is the brand trust variable with a regression coefficient of 0.231, while the variable that has the smallest influence is the perception of price with a coefficient of 0.193. Hypothesis testing uses t test which shows that the four independent variables, namely price perception (X1), brand trust (X2), service quality (X3) and location (X4) which are examined, have proven to significantly influence the dependent variable, namely purchasing decision (Y). Then through the F test it can be seen that the price perception variable (X1), brand trust (X2), service quality (X3) and location (X4) together influence the purchasing decision (Y).

Service Quality Provided by Colleges in Chitwan and Its Impact on Student Satisfaction

2021 ◽  
Vol 1 ◽  
pp. 15-21
Author(s):  
Shiva Prasad Poudel
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Significant Relationship ◽  
Sampling Technique ◽  
Level Of Satisfaction ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Relationship ◽  
Students Satisfaction

This study attempts to examine the relationship between service quality dimensions (tangibility, reliability, responsiveness, assurance and empathy) and students’ satisfaction. Furthermore, this study is also examining critical factors in service quality dimensions (tangibility, responsiveness, reliability, assurance and empathy) that contribute most to the satisfaction of the students. The study employed both purposive and stratified sampling technique by using a set of questionnaires that was distributed to 120 college students in three of the colleges (Balkumari College, Saptagandaki Campus and Birendra Multiple Campus) in Chitwan. However the study found that there is a positive significant relationship between service quality dimensions and students’ satisfaction. The study also found that Empathy has significant relationship with student’s satisfaction in the students’ perception of service quality rendered by their colleges. Finally the study concludes that assessing level of satisfaction and continuous improvements of the quality of services that colleges provide to their students will help management and other staff of these colleges to reach organizational success.

scholarly journals HUBUNGAN FASILITAS, KUALITAS PELAYANAN, HARGA DAN TEMPAT TERHADAP KEPUASAN PENGUNJUNG AGROWISATA DI PT PERKEBUNAN TAMBI, KABUPATEN WONOSOBO

2019 ◽  
Vol 15 (2) ◽  
pp. 135
Author(s):  
Idris Santoso ◽  
Hendrik Johannes Nadapdap
Keyword(s):  
Service Quality ◽  
Research Result ◽  
Sampling Technique ◽  
Low Level ◽  
Descriptive Research ◽  
Central Java ◽  
Medium Level ◽  
Quantitative Descriptive ◽  
The Relationship ◽  
Central Java Province

This research was purposed to identify the relationship among the facility, service quality, price and location toward the agrotourism visitors in Tambi Plantation Factory, Wonosobo Regency. The location was selected purposively (purposive) with a consideration that Tambi Plantation Factory was one of the biggest Private Plantation Factory which owned an agrotourism factor in Central Java Province. The research started from January to February 2019. This research was a quantitative descriptive research which done through survey. The sampling technique used in this research was non probality sampling by accidental sampling. The number of respondents involved in this research were 50 respondents of Tambi Tea Agrotourism visitors. The research result showed that facility (X1) had positive and medium level of relationship and significantly correlated to the visitor’s satisfaction (Y), service quality (X2) showed positive and strong level of relationship and significantly correlated to the visitor’s satisfaction (Y), and price (X3) had positive and medium level of relationship and not significantly correlated to the visitor’s satisfaction. Whereas location (X4) had low level of relationship and not significantly correlated to the visitor’s satisfaction (Y).

scholarly journals Vietnamese Students’ Satisfaction toward Higher Education Service: The Relationship between Education Service Quality and Educational Outcomes

2021 ◽  
Vol 10 (3) ◽  
pp. 1397-1410
Author(s):  
Hong-Van Thi ◽  
Quynh Anh ◽  
Mai-Huong Thi ◽  
Kien The ◽  
Tham Nguyen ◽  
...  
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Educational Outcomes ◽  
Research Result ◽  
Cross Sectional Survey ◽  
Educational Activities ◽  
Education Service ◽  
Satisfaction With Education ◽  
The Relationship

<p style="text-align: justify;">Student satisfaction with education service has been considered one of the most critical strategic factors to attract students of higher education institutions around the world. Various models of satisfaction with education service quality have been developed to motivate actions towards improving the education quality. This study aimed to confirm a Vietnamese theoretical five-dimension model of student satisfaction with higher education service and investigate the relationship between student satisfaction with education service quality and student satisfaction with educational outcomes in this model. A cross-sectional survey on 2933 students from four-member universities of Hue University in Central Vietnam was conducted. The research results showed that the model of student satisfaction with education service in Hue University was consistent with the proposed theoretical model, which comprises five dimensions including access to education service, facilities and teaching equipment, educational environment, educational activities, and educational outcomes. In addition, the satisfaction of all dimensions of education service quality from dimension 1 to 4 affects the satisfaction of educational outcomes, of which educational activities have the most significant impact. This research result can provide a number of implications and recommendations for Hue University to implement appropriate measures to improve student satisfaction with education services received, thereby enhancing educational outcomes, attracting and retaining students.</p>

THE RELATIONSHIP BETWEEN CAREER DEVELOPMENT, COMPENSATION, JOB SECURITY, WORK ENVIRONMENT AND EMPLOYEE LOYALTY

2020 ◽  
Vol 9 (1) ◽  
Author(s):  
Muhammad Faizal Samat ◽  
Muhammad Najmuddin Hamid ◽  
Muhammad Ameer Shafiq Awang@Ali ◽  
Wan Muhammad Iqmal Fazri Wan Juahari ◽  
Khairul Asraf Ghazali ◽  
...  
Keyword(s):  
Career Development ◽  
Work Environment ◽  
Turnover Rate ◽  
Sampling Technique ◽  
Job Security ◽  
Future Research ◽  
Kuala Lumpur ◽  
Employee Loyalty ◽  
Convenience Sampling ◽  
The Relationship

Malaysia has recorded the second highest involuntary turnover rate at 6% and third highest voluntary rate at 6.5% in South East Asia. Employee loyalty becomes critical towards employer. Thus, the purpose of this study was to examine the relationship between career development, compensation, job security, work environment and employee loyalty. In conducting this study, convenience sampling technique has been employed and respondents have been chosen in the area of Kuala Lumpur. Hypothesis were tested using regression analysis by using Smart-PLS. Based on the result, career development, compensation and job security were found to be significant with employee loyalty. However, work environment was found to be not significant with employee loyalty. It is suggested for future research to explore other variables in order to find the factors contributed in employee loyalty. Keywords: Career Development, Compensation, Job Security, Work Environment, Employee Loyalty

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

PENGARUH KUALITAS PELAYANAN, HARGA DAN CITRA MEREK TERHADAP KEPUASAN MAHASISWA

2019 ◽  
Vol 8 (2) ◽  
pp. 104
Author(s):  
Titim Nurlia
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Significant Influence ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Research Result ◽  
Coefficient Of Determination ◽  
F Test ◽  
Fierce Competition ◽  
Students Satisfaction

<p>Highly competition requires university to be more sensitive to the interest students as one of stakeholders. Polytechnic LP3I Jakarta Campus Cimone has many competitors amid the dynamics of increasingly fierce competition of higher education. This research aims to analyze the effect of Service quality, Price and Brand Image of Students Satisfaction. A theory used in research is based on opinion from Andriyani, Suwandi Mananeke &amp; Taroreh, Fatriansyah. There is an effect between Service Quality, Price and Brand Image to Customer Satisfaction. This research use a quantitative method by distributing a questionnaire. The amount of population are 408 students and the sample is 80 people by Slovin formulas. Based on research result using linear regression analysis multiple SPSS version 20 indicated that: The independent variable Service Quality, Price and Brand Image jointly tested by F test proved positive and significant influence on the Student Satisfaction and the magnitude of the effect seen from the coefficient of determination (R<sub>2</sub>) was 41,8 %. To test the hypothesis of the use F test and t test. While price do not have effect significant influence on students satisfaction.</p><p> </p><strong>Keywords:</strong> service quality, price, brand image, student’s satisfaction

PENGARUH KEPEMIMPINAN DAN MOTIVASI TERHADAP KINERJA KARYAWAN PT. ASTRA HONDA MOTOR DI CIKAMPEK

2016 ◽  
Vol 4 (3) ◽  
Author(s):  
Nuridin, SE., MM Nuridin ◽  
Winda Lia Septiani
Keyword(s):  
Research Method ◽  
Employee Performance ◽  
Research Result ◽  
Sampling Technique ◽  
Analysis Approach ◽  
Explanatory Analysis ◽  
Leadership Motivation ◽  
Saturated Sample ◽  
Causality Relationship ◽  
The Relationship

The purpose of this study was to determine how the relationship and influence of leadership and motivation to employees performance at PT. Astra Honda Motor. The research method was used with Explanatory Analysis approach that explains the causality relationship between variables. Sampling technique was using saturated sample, all members of the population were sampled. From this research result was found there is a relationship and influence which is significant between the variables of leadership motivation to employee performance at PT. Astra Honda Motor among variables by using the test F, where F count larger than F table (32.173 > 3.158). Conclusion: There is a significant effect that can be explained by the result obtained from the R-square is 0530, which means that the variables of leadership and motivation are giving contribution of 53.0% to the variable of employees performance at PT. Astra Honda Motor, while the remaining 47.0% was contributed by other variables which not researched. Suggestions which the author convey to company, leadership which was contained in the company would need to be more increased, considers motivation of employees was good enough.

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