scholarly journals The Impact of Service Quality on Customer Satisfaction: A Case Study on Nekemte Municipality, Oromia Region, Ethiopia

2019 ◽  
Vol 4 (1) ◽  
Author(s):  
Abdissa Gemechu Gobena
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
The Impact

scholarly journals Impact of service quality on customer satisfaction of automated teller machine service: case study of a private commercial joint stock bank in Vietnam

2015 ◽  
Vol 16 (3) ◽  
pp. 280-289 ◽  
Author(s):  
Chi Phan ◽  
Phong Nham
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Commercial Bank ◽  
Questionnaire Survey ◽  
Commercial Banks ◽  
Market Place ◽  
Quality Performance ◽  
Automated Teller Machine ◽  
The Impact

One of key challenge for Vietnamese commercial banks is how to compete in the market place with commonly undifferentiated services. The aim of this study is to investigate the impact of service quality performance on customer satisfaction on ATM service in a commercial bank in Vietnam. This study applies SERVPERF framework to analyze the data collected from a questionnaire survey and found that ASSURANCE and TANGIBLES factors significantly impact on the customer satisfaction.

scholarly journals ANALYSIS OF SERVICE QUALITY, PERCEIVED VALUE AND CUSTOMER SATISFACTION TOWARDS CUSTOMER LOYALTY IN INSURANCE INDUSTRY - CASE STUDY OF PT. SYNERGY ADHI MANUNGGAL

2018 ◽  
Vol 3 (1) ◽  
pp. 47-61
Author(s):  
Benedictus Widy Andhika ◽  
Nila Khrisnawati Hidayat ◽  
Linus Pasasa
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Insurance Industry ◽  
Perceived Value ◽  
Sem Analysis ◽  
Primary Data ◽  
The Impact

The purpose of this research is to study and analyse the impact of service quality, perceived value and customer satisfaction towards customer loyalty in insurance industry - case study of PT. Synergy Adhi Manunggal. The primary data was obtained by using the questionnaires to 100 customers of PT. Synergy Adhi Manunggal. The data is analysed using Structural Equation Modelling (SEM analysis to test the hypotheses). Finding of this research shows that service quality, perceived value and customer satisfaction towards customer loyal. It will be a great challenge for the PT. Synergy Adhi Manunggal in preparing their strategic plan in maintaining customer loyalty.

scholarly journals A Study on Customer Satisfaction Towards Ambiance, Service and Food Quality in Kentucky Fried Chicken (KFC), Petaling Jaya

2020 ◽  
Vol 5 (4) ◽  
pp. 84-96
Author(s):  
Nurfatihah Zamani ◽  
Nur Afiqah Bahrom ◽  
Nor Shafiqah Meor Fadzir ◽  
Nur Syakirah Mohd Ali @ Mohd Fauzy ◽  
Nurul Farzana Anuar ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Working Hours ◽  
Customer Complaints ◽  
Quality Food ◽  
The Impact

This case study is on customer satisfaction towards ambiance of facilities, service, and food quality from a behavioural perspective. The study is aimed at investigating customer complaints on the unhygienic conditions and bad attitude of staff during working hours in KFC Petaling Jaya, Malaysia (Laeranduil, 2018). The research examined the impact of food quality, investigated the effect of service quality and identified the influence of ambiance on customer satisfaction. To achieve the study goals, the researcher designed a questionnaire to collect data from randomly selected customers in KFC Petaling Jaya. From the questionnaires distributed to respondents, 294 were returned. The study’s results on food quality showed that most respondents agreed that KFC serves good quality food at KFC Petaling Jaya. For service quality, most of the respondents agreed that the crew at KFC Petaling Jaya serve customers well. For ambiance of the facilities, most of the respondents agreed that the ambiance in KFC Petaling Jaya is pleasing. Overall, the customers surveyed were satisfied with the ambiance of the facilities, service, and food quality of KFC Petaling Jaya.

Customer satisfaction with sommelier services of upscale Chinese restaurants in Hong Kong

2019 ◽  
Vol 31 (4) ◽  
pp. 532-554 ◽  
Author(s):  
Tommy Lau ◽  
Man Lai Cheung ◽  
Guilherme D. Pires ◽  
Carol Chan
Keyword(s):  
Hong Kong ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Content Type ◽  
The Impact

Purpose The abolishment of the wine tax in Hong Kong has led to increased wine consumption and increased demand for wine-related professionals, such as sommeliers. Yet the importance of sommeliers’ value-adding performance in the context of upscale Chinese restaurants has not been examined. To address this gap, the SERVQUAL framework is adopted to examine the influence of sommeliers’ service quality (SQ) on customer satisfaction (CS) and loyalty in the context of upscale Chinese restaurants in Hong Kong. Design/methodology/approach The survey method is used to collect data from 302 units of the population of interest, partial least square-structural equation modelling (PLS-SEM) is used to test the links between constructs. Findings Four of the seven dimensions of sommeliers’ service quality, namely, empathy, tangibles, credibility and assurance, have a significant positive impact on customer satisfaction and customer loyalty, whereas the impact of perceived value and responsiveness on customer satisfaction and customer loyalty is positive but only marginally significant. Reliability has a weak and non-significant impact on customer satisfaction and customer loyalty. Research limitations/implications Examining a small number of upscale Chinese restaurants in Hong Kong limits generalisation of the findings to other contexts. Replication of the research in different contexts will enhance generalizability. In terms of implications, the discussion highlights the importance of sommeliers’ service performance on customers’ SQ perceptions SQ, CS and loyalty, all of which are important variables for restaurateurs. Originality/value To the best of the authors’ knowledge, this is the first study of the influence of the quality of sommelier’s SQ on CS and loyalty in upscale Chinese restaurants in Hong Kong. Given the lack of attention to this service role in the literature, the study contributes theory from which further understanding can develop.

The impact of perceived service quality dimensions on customer satisfaction

2017 ◽  
Vol 35 (3) ◽  
pp. 411-430 ◽  
Author(s):  
Rishi Kant ◽  
Deepak Jaiswal
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Corporate Image ◽  
Content Type ◽  
Perceived Service Quality ◽  
Public Sector Banks ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

Purpose In the present competitive scenario in the Indian banking industry, service quality has become one of the most important facets of interest to academic researchers. The purpose of this paper is to determine the dimensions of perceived service quality and investigate their impact on customer satisfaction in the Indian banking context, with special reference to selected public sector banks in India. Design/methodology/approach On the basis of the empirical study, the authors validate a measurement model using structural equation modeling for investigating the impact of perceived service quality dimensions on customer satisfaction. The study sample consists of 480 respondents in the National Capital Region (NCR) of India; the data were collected through a structured questionnaire utilizing a seven-point Likert scale while implementing a purposive sampling technique. Findings The perceived service quality dimensions identified were tangibility, reliability, assurance, responsiveness, empathy, and image. The empirical findings revealed that “responsiveness” was found to be the most significant predictor of customer satisfaction. On the other hand, “image” (corporate image) has a positive but the least significant relationship with customer satisfaction followed by all other constructs. The exception is “reliability,” which is insignificantly related to customer satisfaction in Indian public sector banks. Research limitations/implications The study cannot be generalized in the context of Indian banking sectors, as it only focused on the public sector. The findings of this study suggest that the six dimensions of perceived service quality model are a suitable instrument for evaluating bank service quality for public banks in India. Therefore, bank managers can use this model to assess the bank service quality in the context of Indian public sector banks. Originality/value There is dearth of research focusing on corporate image as a dimension of perceived service quality and its effect on customer satisfaction in the Indian banking context. Furthermore, similar studies were rarely found in the Indian context, especially within the public banking sector. Hence, this paper attempts to accomplish the research gap by empirically testing the satisfaction level of a large sample of the population in NCR toward six dimensions of perceived service quality rendered by selected public sector banks in India.

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