scholarly journals Factors affecting customer behavior in telecommunication industry

2020 ◽  
Vol 9 (2) ◽  
pp. 133-138
Author(s):  
Mbarek Rahmoun
Keyword(s):  
Quality Of Service ◽  
Quality Improvement ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Telecommunications Industry ◽  
Sustainable Competitive Advantage ◽  
Improvement Project ◽  
Factors Affecting

Marketing and strategy research has given a lot of importance to the study of product and service quality improvement. This has been widely studied in the literature as an appropriate competitive strategy to ensure customer satisfaction in the marketplace and gain a sustainable competitive advantage. In this paper, first, we have opted for an extensive review of marketing literature, quality of service and consumer satisfaction. Next, we propose to determine the factors that may affect customer satisfaction in the telecommunications industry in Tunisia. Indeed, each organization chooses to succeed in its strategy of satisfying its customers and to prevent the risk of losing them. Our empirical results indicate that most customers are satisfied with the quality of service provided to them, and most customers believe that Tunisie Telecom's service quality is above their expectations. Quality of reception at the counters of Tunisie Telecom's agencies is the key element for the success of the quality improvement project and is the major factor that can strongly influence client satisfaction and behavior.

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

Factors Affecting Customer Satisfaction of the Wi–Fi Services

2012 ◽  
Vol 60 (1) ◽  
pp. 57-63
Author(s):  
Nora Muda ◽  
Nur Riza Mohd Suradi
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Factors Affecting ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Five Factors ◽  
Contrast Analysis

Measuring the quality of service and customer satisfaction is ultimately important for ISPs to remain in business. In order to achieve a good quality of service, understanding the two-way relationship among customers in a variety of patterns of quality of service is crucial. Three methods of analysis namely; Penalty Rewards Contrast Analysis (PRCA), Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) were used in the analysis to identify the causes of the main problems that affect the level of customer satisfaction. For the PRCA analysis, factors that were categorized as onedimensional are service quality, promotion, as well as payment of bills of paid Wi-Fi services and the promotional factor of free Wi-Fi services. Based on the IPA results, there were eight attributes for paid Wi-Fi services and four attributes of free Wi-Fi services in the first quadrant. These attributes are important but their performance are low. Therefore, these attributes need to be emphasized further to increase their level of performance. Meanwile, the CSI analysis showed that all five factors are found to be at a good level and being categorized in the indifferent zone. Keywords: Wi-Fi; customer satisfaction Index; penalty reward contrast analysis; important performance analysis Pengukuran kualiti perkhidmatan dan kepuasan pelanggan adalah sangat penting bagi ISP untuk kekal dalam perniagaan. Bagi mencapai kualiti perkhidmatan yang baik, memahami hubungan dua hala di kalangan pelanggan di pelbagai corak kualiti perkhidmatan adalah penting. Tiga kaedah analisis iaitu Analisis Kontras Hukuman Ganjaran (PRCA), Analisis Kepentingan Prestasi (IPA) dan Indeks Kepuasan Pelanggan (CSI) telah digunakan dalam analisis bagi mengukur kepuasan pelanggan untuk mengenal pasti punca masalah utama yang memberi kesan kepada tahap kepuasan pelanggan. Untuk analisis PRCA, faktor-faktor yang telah dikategorikan sebagai satu dimensi adalah faktor kualiti perkhidmatan, kenaikan pangkat, serta pembayaran bil-bil perkhidmatan Wi-Fi berbayar dan faktor promosi perkhidmatan Wi-Fi percuma. Berdasarkan keputusan IPA, terdapat lapan atribut untuk perkhidmatan Wi-Fi berbayar dan empat atribut bagi perkhidmatan Wi-Fi percuma berada dalam kuadran pertama. Atribut-atribut ini didapati penting tetapi prestasi mereka adalah rendah. Oleh itu, atribut-atribut ini perlu diberi penekanan untuk meningkatkan lagi tahap prestasi mereka. Manakala, analisis CSI pula menunjukkan bahawa kesemua lima faktor didapati berada pada tahap yang baik dan yang dikategorikan dalam zon acuh tak acuh. Kata kunci: Wi-Fi; indeks kepuasan pelanggan; analisis kontras penalti ganjaran; analisis kepentingan prestasi

scholarly journals Loyalitas Pasien Rawat Inap Melalui Layanan BPJS Kesehatan (Studi pada RSI Jemursari Surabaya)

2016 ◽  
Vol 1 (1) ◽  
pp. 1-10
Author(s):  
Putri Mahanani ◽  
Denis Fidita Karya
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Least Square ◽  
Survey Method ◽  
The People ◽  
The Government

BPJS is one of the health services provided by the government to the people ofIndonesia. In the process of patient care by using BPJS there were some complaints fromconsumers related to the quality of service. Poor service quality will have an impact onconsumer dissatisfaction in the service, so that it is capable of influencing consumer loyalty.Loyalty can only be generated if consumers have experienced the satisfaction of a goodservice quality provided by the service provider. This study aims to determine the effectof service quality on customer loyalty. In this case the customer satisfaction are thingsthat need to be met first before consumers get to the stage of loyalty. Respondents of thisstudy are inpatients in RSI Jemursari Surabaya as many as 100 people who use the serviceBPJS third grade. This study used survey method and analyzed using path analysis withPartial Least Square (PLS). Results from this study is the quality of service has an influenceon loyalty with mediation of consumer satisfaction. Loyalty can occur if the satisfactionfelt by consumers. Thus, in this study, customer satisfaction a mediating variable for therelationship between the variables of service quality and customer loyalty.

scholarly journals THE EFFECT OF PRODUCT QUALITY AND SERVICE QUALITY ON CONSUMER SATISFACTION AT ROYA CAFÉ MANTINGAN

2021 ◽  
Vol 9 (1) ◽  
pp. 69
Author(s):  
Hamidah Tussifah ◽  
Nadila Putri Navitsha
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Analysis Techniques ◽  
Linear Regressions

<p><em>Quality assurance becomes the main priority for the company. The quality of the product is closely related to the ability of the product to carry out its functions, with the good quality of the product will make the consumers satisfied and trust. Customer satisfaction is something that needs to be considered by the company. Another factor that can affect customer satisfaction is the quality of service as an effort to fulfill the needs and desires of consumers and the provision of delivery in keeping up with consumer expectations.  This study aims to determine the influence of product quality and service quality partially and simultaneously on customer satisfaction at Roya Café. The research method uses a type of quantitative research. Data collection techniques are carried out by observation. The research instrument uses questionnaires distributed to Roya Café consumers. The sample was taken by 226 respondents, using Non-Probability Sampling technique with Incidental Sampling approach. The analysis techniques in this study used multiple linear regressions. The results showed that partially the quality of the product had a positive and significant effect on customer satisfaction and the quality of service partially influenced positively and significantly to customer satisfaction at Roya Café. </em><em></em></p><p><strong><em><br /></em></strong><strong><em></em></strong></p>

scholarly journals The Correlation of Price and Service Quality on Go-Jek Consumers Satisfaction In Pamulang Tangerang Selatan

2020 ◽  
Vol 3 (3) ◽  
pp. 87
Author(s):  
Erlita Kurniawaty ◽  
Subarto Subarto ◽  
Nur Subekhan
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Significance Level

This research aims to determine value of serivce quality and price that affect customersatisfaction of go-jek services in Pamulang area of South Tangerang city from individual and generalperspective. The method used is descriptive quantitative with a sample of 100 people. Based on thetest results of hypothesis, for the variable of service quality (X1) with t arithmetic (3,555)> t table(1,988), it is obtained that the results are significant itself, that is service quality has an influence onconsumer satisfaction of go-jek services in Pamulang, South Tangerang. Similarly, for the variableprice (X2) with t arithmetic (3.182) > t table (1.988) obtained significant results on their own, namelythe price has an influence on consumer satisfaction of go-jek services in Pamulang, South Tangerang.The calculated F value (20,802) > F table (3.09) with a significance level of 0,000 < 0.05, this showsboth variables quality of service and price have an influence on customer satisfaction in Pamulangarea, South Tangerang. 

scholarly journals PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN HARGA TERHADAP KEPUASAN KONSUMEN

2020 ◽  
Vol 1 (01) ◽  
pp. 1-14
Author(s):  
Eka Asti ◽  
Eka Ayuningtyas
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Qualitative Method ◽  
Questionnaire Data

Business competition is getting tighter, making the producers are required to always think creatively and critically in developing business. Especially in the culinary business. This study aims to determine the Quality of Service, Product Quality and Price proposed for Consumer Satisfaction (Y). This type of method used is a qualitative method, questionnaire data 96 respondents from a total of unlimited participants. The results of the study showed that there was an influence between Service Quality, Price, and Customer Satisfaction, while Product Quality did not oppose Consumer Satisfaction in the Oto Bento Villa Nusa Indah Resto. t-count = - 0.788 Price variable obtained value t-count = 4.089 while t-table obtained using the value of absent (α = 5% obtained value = 1.664), t-count value of variables X1 and X3 is greater than the value of t-table, H1 is accepted and H0 Bento Villa Nusa Indah, while the calculated value of X2 is smaller than the table value, H1 is rejected and H0 is accepted which is related to the quality of the product to the Customer Satisfaction in Resto Oto Bento Villa Nusa Indah. Abstrak Persaingan bisnis saat ini yang semakin ketat, dari para produsen dituntut untuk selalu berfikir kreatif dan kritis dalam mengembangkan bisnis. Penelitian ini bertujuan untuk mengetahui Kualitas Pelayanan, Kualitas Produk  dan Harga berpengaruh terhadap Kepuasan Konsumen (Y). Jenis metode yang digunakan adalah metode kualitatif, data kuesioner 96 orang responden dari total populasi yang tidak terbatas. Hasil dari penelitian menunjukkan ada pengaruh secara parsial antara Kualitas Pelayanan, Harga, terhadap Kepuasan Konsumen sedangkan Kualitas Produk tidak berpengaruh terhadap Kepuasan Konsumen pada Resto Oto Bento Villa Nusa Indah Uji thitung (signifikan korelasi ) untuk variabel Kualitas Pelayanan diperoleh nilai thitung= 5,953, variabel Kualitas Produk diperoleh nilai thitung = - 0,788 variabel Harga diperoleh nilai thitung = 4,089 sementara ttabel yang diperoleh mengunakan nilai alpa (α=5% diperoleh nilai sebesar = 1,664), nilai thitung variabel X1 dan X3 lebih besar dari pada nilai ttabel, H1 diterima dan H0 ditolak yang artinya terdapat pengaruh antara Kualitas Pelayanan dan Harga terhadap Kepuasan Konsumen pada Resto Oto Bento villa nusa indah, sedangkan nilai thitung variabel X2 lebih kecil daripada nilai ttabel, H1 ditolak dan H0 diterima yang artinya tidak terdapat pengaruh antara Kualitas Produk terhadap Kepuasan Konsumen pada Resto Oto Bento villa nusa.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAPP KEPUASAN KONSUMEN DI JAGUAR FITNES SIDOARJO

2018 ◽  
Vol 2 (2) ◽  
Author(s):  
Achmad Effendi ◽  
Gilang Aji putra
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Multiple Linear Regression Model ◽  
Multiple Correlation Coefficient ◽  
Simultaneous Test ◽  
Survey Results ◽  
Dominant Influence

ABSTRAKThe problem in this research is how big partially and simultaneously influence the quality of service to customer satisfaction at Jaguar Gym Sidoarjo, as well as service quality variables Which most dominant influence on customer satisfaction at Jaguar Gym Sidoarjo.Based on the research results, obtained regression equation as follows: Y = 3.025 + 0.138 + 0.197 X1 + 0.183 X2 + 0,142 X3 X5 + X4 + 0.175 E. Of the acquisition value equation of multiple linear regression model, there are five variables showed a positive coefficient value (tangible, reliability, responsiveness, assurance, empathy), it shows the influence of service quality that is strong enough to customer satisfaction. Keofisien of determination of 0.362, which means that 36.2% variable service quality affects customer satisfaction, while 63.8% are influenced by variables Llain not studied. Based on the results of the multiple correlation coefficient R of 0.602 mind, which means showing that the proportion of the relationship between all the variables of service quality jointly influence on consumer satisfaction and is very strong and positive at 60.2% and the remaining 39.8% influenced by variables investigated. Result research partial test (t test) indicates there is one variable that had no significant effect (tangible) and four other variables (reliability, responsiveness, assurance and empathy) significantly affects satisfaction konsumen.Hasil simultaneous test (F test ) shows that there is significant influence jointly between the variable quality of service (tangible, reliability, responsiveness, assurance, empathy) to customer satisfaction, this is evidenced by the significant value of 0.000. The survey results revealed that the largest beta value contained in the variable reliability of 0,197. So variable reliability has the most dominant influence on consumer satisfaction. Kata Kunci :  Tangible, reliability, reponsiveness, assurance, empathy.

scholarly journals PENINGKATAN KUALITAS LAYANAN, KELENGKAPAN PRODUK DAN CITRA PERUSAHAAN SEBAGAI UPAYA MEMAKSIMALKAN KEPUASAN KONSUMEN PADA TOKO EL MALIK KABUPATEN SUMENEP

2019 ◽  
Vol 9 (2) ◽  
pp. 43-59
Author(s):  
Mohammad Rofik ◽  
Unsul Abrar
Keyword(s):  
Quality Of Service ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Consumer Satisfaction ◽  
Corporate Image ◽  
Purposive Sampling ◽  
Quality Product

This research has purpose to know the effect from service quality, product completeness, corporate image on customer satisfaction. Based on there are many competitors of modern retail stores that have sprung up, it is not impossible that a store that used to be big can be a store left by its customers. The quality of service, store completeness and corporate image are the solutions to maximize consumer satisfaction at the Sumenep Elmalik shop. Kind from this research is a quantitative researc with the total of respondents determined by purposive sampling as one hundred respondents. Respondents were divided into several types, namely gender, age and occupation. Technical analiysis uses multiple linear regression. The results explain that quality of service, complecated product and corporate image give affection on Elmalik satisfaction of consumer, this is evidenced by the t value > from t table.

scholarly journals THE INFLUENCE OF BRAND EXPERIENCE AND SERVICE QUALITY TO CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION IN STARBUCKS COFFEE MALANG

2018 ◽  
pp. 185
Author(s):  
Aldeline Nolita Devia
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Brand Experience ◽  
Test Results ◽  
A Value

<p align="center"><strong>ABSTRACT</strong></p><p>This study discusses the effect of Brand Experience and service quality on customer loyalty mediated customer satisfaction. The purpose of this study was to determine and analyze in depth the effect of brand experience and service quality on customer loyalty mediated customer satisfaction at Starbucks Coffee Malang. This research uses explanatory research that explain the causal relationship between the variables studied.By using a survey of 180 respondents to test the research hypothesis.Research data analysis using the test instrument, the classical assumption test, multiple linear regression, and path analysis / Path Analysis. The test results prove the instrument has met the criteria of validity and reliability, the classic assumption test results also have met the criterion of the assumptions of normality, autocorrelation, Non-Multicolinearity and heterocedastisity. In this study obtained; a). Brand experience on consumer satisfaction with the value of 0.309, or 30.9%, b). The quality of service to customer satisfaction with the value of 0.387 or 38.7%., C). Brand experience on consumer loyalty to the value of 0.216 or 21.6%., D). Service quality on customer loyalty with a value of 0,305 or 30.5%., E). Effect of brand experience and service quality customer satisfaction with the value of 0.581 or 58.1%., F). Effect of brand experience and service quality on customer loyalty with a value of 0.657 or 65.7%., G). Effect of brand experience and service quality on customer loyalty mediated consumer satisfaction with the value of 0.438 or 43.8%. Based on these results, it is necessary to enhance the consumer's commitment to give satisfaction to the consumers better by excellent service or "service excellence" is the attitude and serve with satisfactory manner from the present level while maintaining the brand experience Starbucks Coffee Malang.</p><p>KEYWORDS: Brand experience (<em>Sensory, Affection, Behavior, Intellectual</em>), Quality of service (reliable, responsiviness, empathy), loyalty, customer satisfaction.</p>

scholarly journals PENGARUH KUALITAS PRODUK, HARGA, PROMOSI, DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN TEH WALINI DI INDUSTRI HILIR TEH PT. PERKEBUNAN NUSANTARA VIII BANDUNG

2019 ◽  
Vol 13 (1) ◽  
pp. 82-95
Author(s):  
Tyas Abimanyu ◽  
Elpawati E ◽  
Achmad Tjachja Nugraha
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Business Strategy ◽  
Consumer Satisfaction ◽  
Raw Materials ◽  
Human Resources Management ◽  
Raw Material ◽  
Product Price

PTPN VIII is an Indonesian state owned company concentrating in the field of agricultural / plantation. The company is located in West Java province. PTPN VIII had many commodities are grown and cultivated, including tea commodity. IHT PTPN VIII is expected to be able to see and take advantage of this opportunity for the development of tea production enterprises downstream. By because it's an improvement and evaluation of each line of the company should do. Ranging from human resources management, business strategy, finance, marketing, distribution, raw materials and so forth. Especially in terms of raw materials PTPN VIII IHT own advantages in this sector. Raw material supply is guaranteed because it has its own tea garden and the quality of tea used is also an excellent tea products. IHT PTPN VIII should be aware of this potential, especially coupled with increasing as well the tea industry competition IHT PTPN VIII should be better prepared to face competition to reform itself. The purpose of this research is (1) To determine whether the variables of quality of product, price, promotion and service quality partial effect on customer satisfaction Walini tea products in Downstream Tea PT.Perkebunan Nusantara VIII (2) To determine whether the variables of quality products , pricing, promotion and service quality simultaneous influence on consumer satisfaction Walini tea products in Downstream tea PT.Perkebunan Nusantara VIII. Based on the analysis, the majority of consumers are aged 26-35 years, sex permpuan, working as private employees, Knowing Walini tea product from a friend, itensitas purchase Not too often, the reason to buy a product because of the quality of the product. The quality of the product (X1), price (X2), promotion (X3), and quality of service (X4) partially affects consumer kepusan Walini tea in IHT PTPN VIII. This is evidenced by the variable t of product quality is 7.696 with a significant level of 0.000. Then t of the variable price is 2.375 with a significant level of 0,020. Then t of variable sale is 2,715 with a significant level of 0.008 and t of the variable quality of service is 3,387 to 0,001 signifakan level. The above data shows that significant value is generated each independent variable was below 0.05. Factors that affect customer satisfaction Walini tea at Tea Downstream Industry PT. Perkebunan Nusantara VIII with the most impact is the quality of the product and service quality, then price and finally the sale.

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