scholarly journals TINGKAT KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN BRT TRANS TANGERANG PADA KORIDOR 2

LOGISTIK ◽  
2021 ◽  
Vol 14 (2) ◽  
pp. 68-79
Author(s):  
Dadang Suyadi ◽  
Winoto Hadi ◽  
Anita Susanti ◽  
Amalia Yasmin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Performance ◽  
Suitability Analysis ◽  
Customer Expectations ◽  
Final Project ◽  
Very High ◽  
Total Average ◽  
High Criterion

This study aims to measure the level of customer satisfaction with the perception of reality or performance of service quality provided by BRT Trans Tangerang in corridor 2. This Final Project was created using the following method is descriptive quantitative. The sample used to prepare this Final Project is amounted to 100 respondents, namely passengers of BRT Trans Tangerang on corridor 2. The results showed that the reality of the service from BRT Trans Tangerang corridor 2 was in a good criteria with an average values of 3,96 while customer expectations of reality/performance of BRT Trans Tangerang corridor 2 service are at a very high criterion with a total average values of 4,51. The results of the overall suitability analysis obtained a level of conformity of 87,6%, the values is still below 100%. This means that the overall service performance of BRT Trans Tangerang corridor 2 too it’s customers in terms of tangible, reliability, responsiveness, assurance, and empathy is very good but has not fully reached 100% in accordance with customer expectations or interests.

Analysis of The Relationship Between Customer Satisfaction and Service Quality of a Pet Shop in Depok, East Java

2020 ◽  
Vol 22 (2) ◽  
pp. 220-237
Author(s):  
Eunike Riahta Tarigan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Research Data ◽  
Service Performance ◽  
Five Dimensions ◽  
Customer Expectations ◽  
Customer Expectation ◽  
The Relationship

Abstract: In this research, the analysis gaps of customer expectation towardservice quality of a pet shop business in Depok, East Java, Indonesia by usingParasuraman’s SERVQUAL scale was investigated. The results indicatedthat all five dimensions of SERVQUAL had gaps in expectations andperformance while Reliability, Responsiveness, Assurance and Empathysignificantly gave positive gap scores (P>E). It can lead to satisfaction tocustomers, while Tangible gave a negative gap score (P<E) that affected adissatisfaction; and the customer expectations and the service performancesof the pet shop were exceeding customer expectations (P>E). Overallaverage SERVQUAL gap score was indicating satisfaction to customers. Asa quantitative research, data were collected from 50 respondents of the petshop’s customers using a questionnaire and was analyzed using SPSS. Thisresearch becomes a good input from its customers which opened anopportunity for the pet shop management to improve its businessperformance in the future.Keywords: service quality, customer expectation, service performance, petshop.

We're So Bad It's Funny - Effects of Using Humour in the Marketing Communication of Low-Quality Service Providers

2020 ◽  
Vol 4 (2-3) ◽  
pp. 84-99
Author(s):  
Ilias Danatzis ◽  
Jana Möller ◽  
Christine Mathies
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Purchase Intentions ◽  
Service Performance ◽  
Superior Performance ◽  
Service Research ◽  
Marketing Communication ◽  
Quality Service ◽  
Customer Expectations ◽  
Service Outcomes

Low-quality service providers who are unable or unwilling to compete through superior performance increasingly use humour in their marketing communication to generate positive service outcomes. Yet it remains unclear whether using humour to communicate poor service quality is indeed effective. Based on an online experiment in the context of budget hotels, this study finds that using humour to deliberately communicate poor service quality leads to higher purchase intentions and service quality evaluations by reducing both technical and functional service quality expectations. Theoretically, this study extends humour and service research by providing first empirical evidence for the viability of using humour as an effective tool for leveraging customer expectations of service quality rather than improving service performance. Managerially, these insights highlight how reducing customer expectations is an alternative strategy for attracting new customers and for achieving superior quality evaluations.

An Integrated Servqual and Gap Model in Evaluating Customer Satisfaction in Budget Hotels in Nairobi City County, Kenya

2019 ◽  
Vol 3 (II) ◽  
pp. 41-70
Author(s):  
Florence Wanjiku Njau ◽  
Mary Mutisya Mutungi ◽  
Rayvisic Mutinda
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Qualitative Data ◽  
Service Design ◽  
Moderating Effect ◽  
The Body ◽  
Gap Model ◽  
Customer Expectations

Increasingly, hotel industry has witnessed rapid growth in the 21stcentury and as a result competition within the industry has also intensified. This competition has been fueled by the preoccupation of service quality to add value and strengthen the complete guest experience. However, a major challenge facing the sector is the aspect of service quality particularly in budget hotels which target price sensitive customers. These hotels provide the customers with satisfactory core product at a reasonable price but tend to focus more on profits than on customer satisfaction. The services offered are not standardized and service quality variability is a challenge. The study used an integrated SERVQUAL and Gap model to evaluate customer satisfaction in budget hotels in Nairobi City County, Kenya. The specific objectives of the study were to determine the effect of service design on customer satisfaction, establish the effect of service delivery on customer satisfaction and determine the moderating effect of management perception of service quality on customer satisfaction in budget hotels in Nairobi City County, Kenya. The study adopted a cross sectional survey design and was conducted in 50 budget hotels. A sample size of 334 drawn from the hotel managers, customers and employees were involved in this study. Systematic random sampling technique was used to select the study sample for customers and employees. Data were collected through use of questionnaires and interviews. Both descriptive and inferential statistics was used in data analysis. The study hypotheses were tested was tested using multiple regression (ANOVA) and qualitative data from management perception was analyzed using qualitative data analysis (QCA). The regression analysis indicated that all five dimensions of service quality in service design were significant (0.000) when tested at 95% confidence level. The model was found to be significant. Correlation analysis indicated that the service design factors that had significant impact were realization of assured service in reliability (p = .044 < .05), responsiveness in informing the customers about the time of service delivery (p = .000< .05) and empathy in that operating hours are convenient to customers (p = .030 < .05). The other variables did not have significant values. The results indicate that there are gaps in the budget hotels under study between service design and customer satisfaction. Relationship between service delivery and customer satisfaction was found to be positive but not all the variables were significant. The study findings indicated that four variables; good location (p = .115 > .05), closeness to main city facilities (p = .527 > .05), someone recommended hotel (p = .665 > .05), and good experiences from the hotel (p = .458 > .05) did not have no significant values. This implied that these variables did not have an effect on customer satisfaction resulting in a gap between service delivery and customer satisfaction. This indicated that the service delivery did fully not meet customer expectations. Management perception was found to have a moderating effect between service quality and customer satisfaction. The study concluded that although managers seemed to have a reasonably good understanding of the customer and developed service designs for quality service delivery, the services delivered still fell short of customer expectations. The study therefore recommends that to enhance customer satisfaction, management needs to focus on the changing needs of their customers and develop service designs that twill offer service delivery that satisfies the customer. The study makes some contribution to the body of knowledge as an integrated model in evaluating customer satisfaction. This is an open-access article published and distributed under the terms and conditions of the  Creative Commons Attribution 4.0 International License of United States unless otherwise stated. Access, citation and distribution of this article is allowed with full recognition of the authors and the source.

scholarly journals Kepuasan Konsumen Sunyi House of Coffee and Hope

2020 ◽  
Vol 8 (3) ◽  
pp. 249-260
Author(s):  
Berliana Adinda Lorenssa ◽  
Miguna Astuti ◽  
Renny Husniati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Descriptive Data ◽  
Coffee Shop ◽  
Analysis Techniques ◽  
Employees With Disabilities ◽  
Quantitative Descriptive ◽  
Very High

In this research there is a quantitative descriptive methods were used with respondents, namely consumers of Sunyi House of Coffee and Hope. This coffee shop has employees with disabilities. In this research aims to determine the condition of consumer satisfaction Sunyi House of Coffee and Hope is influenced by the service quality, location and facilities. The population in this study are customers of Sunyi House of Coffee and Hope. Samples taken as many as 100 respondents by random sampling method. Data collection was done through the distribution of questionnaires with descriptive data analysis techniques. The results of the study stated that 1). Has led to customer satisfaction Sunyi House of Coffee and Hope, 2). Service quality has been done well, 3). The location offered received very high attention, 4). The facilities provided are quite good. Keywords : Service Quality, Location, Facilities, Customer Satisfaction, Coffee Shop

The Antecedents of Word-of-Mouth Behaviour

2014 ◽  
pp. 185-202
Author(s):  
Ho Yin Wong ◽  
Anthony Perrone
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Point Of View ◽  
Service Performance ◽  
Fit Indices ◽  
Equation Modelling ◽  
Post Purchase

The aim of this study is to undertake empirical research investigating the nature and magnitude of the determinants of word-of-mouth behaviour from the point of view of service performance and post-purchase perceptions. A quantitative study was undertaken. A theoretical model linking service quality issues and word-of-mouth behaviour was developed and tested using structural equation modelling of 280 surveyed participants at various day spa locations. All major fit indices from structural equation modelling methods show satisfactory results for the measurement and structural models. The results confirm significant relationships between the constructs in the model. While the quality of the product, customer service, and servicescape atmosphere lead to customer satisfaction, it is servicescape atmosphere and customer satisfaction that drive word-of-mouth behaviour. The results of this study provide insights to aid service providers and marketing professionals in the service industry in fully understanding that the enhancement of the delivery of high quality service, an accommodating environment, and instilling feelings of satisfaction with their customers will more likely lead to positive word-of-mouth referrals. One major limitation is that the survey was conducted within one industry in one country. The major value of this chapter is the establishment of the role of service quality on word-of-mouth behaviour. This research provides empirical results of the impacts of service performance and post-purchase perceptions on word-of-mouth behaviour.

Promoting Service Quality and Customer Satisfaction in Global Business

2016 ◽  
pp. 247-276 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Organizational Performance ◽  
Customer Service ◽  
Entrepreneurial Success ◽  
Global Business ◽  
Customer Expectations ◽  
Wide Range ◽  
Excellent Service ◽  
Strategic Goals

This chapter explains the overviews of customer service, service quality, and customer satisfaction; the significance of service quality in global business; and the significance of customer satisfaction in global business. Customer service is the significant element required for a successful business. Knowing customer expectations and delivering excellent service quality can considerably promote the entrepreneurial success and business growth. Gaining high levels of customer satisfaction is very important to business because satisfied customers are most likely to be loyal and to make repeat orders and to utilize a wide range of services offered by business. High service quality effectively promotes customer satisfaction and customer satisfaction has a positive relationship with business revenue. The chapter argues that promoting service quality and customer satisfaction has the potential to enhance organizational performance and reach strategic goals in global business.

scholarly journals Implementing Customer Relationship Management to Increase Education Service using Service Quality Method

2018 ◽  
Vol 4 (2) ◽  
pp. 148 ◽  
Author(s):  
Ali Ibrahim ◽  
Shabrina Amatullah
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Relationship ◽  
Education Services ◽  
Customer Expectations ◽  
Customer Perceptions ◽  
Education Service ◽  
Teachers And Students ◽  
The Difference

Schools are one means for students to get education services. Therefore, schools are required to be able to provide good facilities and services for young people who are able and able to work together in community development. However, on the side of customer satisfaction, the school still has shortcomings and not yet optimal, for example seeing the satisfaction of the parents of students, teachers, and students all used questionnaires that are only used in the Certain period of time such as UAS, complaints, criticism advice and consultation are still not stored well (paper-based). In the CRM concept itself has a goal in terms of customer satisfaction, how to see and measure these things, how to formulate and get a definite value of customer satisfaction. then to get valid values used questionnaire instrument, then for the calculation using one method, namely service quality (servqual) which is done by calculating the difference between customer perceptions and customer expectations of a school in accordance with 5 dimensions of service quality, namely: Tangibles (proof measured), Reliability, Responsiveness, Assurance, and Empathy. That it can be seen the value of school customer satisfaction is -0.19 (parents), -0.384 (students) and -0.2167 (teachers). It can be concluded that the value of school customer satisfaction is in the moderate classification, the results of this calculation can be used as a benchmark for improving education services.

scholarly journals PENINGKATAN PEMBELIAN ULANG MELALUI PROMOSI, CITRA PERUSAHAAN, PELAYANANAN DENGAN MEDIASI KEPUASAN PELANGGAN

2019 ◽  
Vol 2 (1) ◽  
pp. 40-55
Author(s):  
R. R Eko Setyowati Redjeki ◽  
Ngatno Ngatno
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Corporate Image ◽  
Quantitative Approach ◽  
Survey Method ◽  
Electronic Auctions ◽  
Repeat Purchase ◽  
Construction Services ◽  
Very High

AbstrakSejak diberlakukannya lelang elektronik, persaingan bisnis jasa konstruksi sangat tinggi.Hal ini berdampak  pada berkurangnya paket pekerjaan dan penurunan jumlah pelanggan,sehingga mengurangi pendapatan dan laba perusahaan. Tujuan dari studi ini adalahmenganalisis pengaruh promosi, citra perusahaan, pelayanan terhadap kepuasan pelanggandalam meningkatkan pembelian ulang. Penelitian ini menggunakan pendekatan kuantitatifeksplanatori dengan metode survei. Sampel penelitian adalah sebanyak 53 user CV. SelaksaPrada, diambil dengan menggunakan metode sensus. Teknik analisis data digunakan analisisjalur. Hasil penelitian menunjukkan terdapat pengaruh positif promosi, citra perusahaan,pelayanan terhadap kepuasan pelanggan. Hasil selanjutnya menjelaskan terdapat pengaruhpositif promosi, citra perusahaan, pelayanan dan kepuasan pelanggan terhadap pembelianulang.Kata kunci: promosi, citra perusahaan, pelayanan, kepuasan pelanggan, pembelian ulang.AbstractSince the introduction of electronic auctions, the competition of construction services businessis very high. These results in reduced work packages and decreases in subscriber numbers,thereby reducing earnings and profits. The purposes of this study are to analyze the influenceof promotion, corporate image, and service to customer satisfaction, toward increase repeatpurchase. This study used explanatory quantitative approach with survey method. The samplesof research are 53 users CV. Selaksa Prada, taken using the census method. Data analysistechniques path analysis. The results showed there are positive influences of promotion,corporate image, and service to customer satisfaction. The results further explain that thereare positive influences of promotion, corporate image, service, and customer satisfaction withrepeat purchaseKeywords : Promotion,Corporate image,service quality,Customer satisfaction, Repeat purchase

scholarly journals ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN DI PT RAMAJAYA COPIER

2019 ◽  
Vol 3 (1) ◽  
pp. 119-131
Author(s):  
Sudrajad JS ◽  
Nur Rahma Andayani
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Random Sampling ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Service Satisfaction ◽  
Customer Expectations ◽  
Satisfaction Analysis

Research on customer satisfaction analysis on service quality at PT Ramajaya Copier is to analyze and determine the extent of customer satisfaction with the services provided by PT Ramajaya Copier. This research was conducted to 93 PT Ramajaya Copier customers in Batam City using the Simple Random Sampling technique. Using the method of analysis of important performance analysis (IPA) of this study resulted in 4 (four) indicators of service satisfaction statements included in quadrant I, namely improving performance to be improved to meet customer expectations. The four indicators of the statement are: employees are polite and friendly to customers (2.61), customer convenience when coming to PT Ramajaya (2.69), the company serves regardless of customer background (2.61), the company tolerates delays payment to customers (2.61).

scholarly journals KINERJA LAYANAN DAN KEPUASAN NASABAH MASA PANDEMI COVID-19 PADA BANK BNI CABANG BOGOR

2021 ◽  
Vol 9 (3) ◽  
Author(s):  
Syarief Gerald Prasetya
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Queuing System ◽  
Service Performance ◽  
Quality Service ◽  
Analysis Method ◽  
Customer Complaints ◽  
Satisfaction Index

The research is aimed at describing service quality and customer satisfaction with PT Bank BNI services during the COVID-19 pandemic. The study used 60 customers to be selected randomly as samples. The analysis method uses Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The results of the analysis found that the performance of services provided by PT Bank BNI Bogor Branch has been able to meet the interests of customers by 83.07%. Then it is known that several attributes are the main priority because their performance is still below the interests of customers, namely the queuing system during the Covid-19 pandemic, the speed of customer service during the Covid-19 pandemic, bank operational schedules during the Covid-19 pandemic, guarantees of getting quality service. the Covid-19 pandemic, the completeness of the facilities/equipment provided, the alertness to customer complaints during the Covid-19 pandemic, the speed in resolving the Covid-19 pandemic problems, the readiness to overcome queues during the Covid-19 pandemic and the readiness of officers when needed. From the results of the CSI analysis, it is known that the level of customer satisfaction is 77.61% which is included in the satisfied category. Thus the services provided by PT Bank BNI Bogor Branch during the Covid-19 pandemic can be said to be good but they still have to continue to make improvements so that their service performance is getting better.  

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