The Effects of Positive Psychological Capital on Their Service Recovery, Service Quality and the Customer Relationship Quality in Food Service Industry

2016 ◽  
Vol 30 (2) ◽  
pp. 63 ◽  
Author(s):  
Sung Ho In ◽  
Mi Jung Kim ◽  
Kyung Il Chung
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
Service Industry ◽  
Psychological Capital ◽  
Service Recovery ◽  
Food Service ◽  
Customer Relationship ◽  
Recovery Service ◽  
Positive Psychological Capital

scholarly journals PENGARUH SERVICE RECOVERY TERHADAP TINGKAT KEPUASAN NASABAH DI BANK PANIN KCU PEMATANGSIANTAR

2021 ◽  
Vol 4 (1) ◽  
pp. 410-417
Author(s):  
Nancy Florida Siagian ◽  
◽  
Henry Dunan Pardede ◽  
Hengki Mangiring Parulian Simarmata ◽  
◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Industry ◽  
Linear Regression Analysis ◽  
Service Recovery ◽  
Customer Relationship ◽  
Test Reliability ◽  
Coefficient Of Determination ◽  
Service Improvement ◽  
Analysis Model

Service is very important factor in the service industry. Improving service quality can retain consumers and increase satisfaction. This study aims to examine and explain the magnitude of the effect of service recovery on customer satisfaction levels. The object of this research is Panin Bank KCU Pematangsiantar. This research is a quantitative study with a sample size of 97 customers using a purposive side. The collecting data method is using a questionnaire. The analysis technique uses a simple linear regression analysis model. Data are testing for validity test, reliability test, normality test, and coefficient of determination test. The results of the SPSS test showed that there was an effect of service recovery of 58.8% on satisfaction, and the remaining 41.7% influenced by other factors not examined in this study. The t-test shows that there is a signifikant positive effect on customer satisfaction. The results of this study are to provide information to management in making service improvement policies. For subsequent research, the research variables can be developed like service quality and customer relationship management.Keywords: Service Recovery, Customer Satisfaction.

scholarly journals Pengaruh e-CRM terhadap Kualitas Hubungan dan Hasil dengan Atribut Layanan dan Pemulihan Layanan sebagai Variabel Mediasi

2021 ◽  
Vol 9 (1) ◽  
pp. 129
Author(s):  
Rini Apriyanti ◽  
Fatchur Rohman ◽  
Nur Khusniyah Indrawati
Keyword(s):  
Relationship Quality ◽  
Online Survey ◽  
Service Recovery ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Survey Method ◽  
Quality And Outcomes ◽  
The Relationship ◽  
Service Attribute

This research is expected to find out more about the effect of e-Customer Relationship Management (e-CRM) on relationship quality and outcomes by using service attributes and service recovery as a mediating variable for customers of PT BCA Tbk, The Main Branch of Malang. This study uses a quantitative approach by explanatory research. An online survey method which was conducted on 132 priority customer of PT BCA Tbk The Main Branch of Malang. The analytical method uses SEM-PLS. This research shows that the quality of the relationship results is significantly influenced by e-CRM, and is also significantly and directly influenced by service attributes and service recovery. Each service attributes and service recovery were found to act as mediators in this study, namely partially mediating e-CRM on relationship quality and results. The results also convey that e-CRM can directly and significantly influence each service attribute and service recovery. It's miles hoped this research can assist practitioners in improving the relationship quality and outcomes of the company and customer relationships with e-CRM, through service attributes and service recovery.

scholarly journals Analisis Kualitas Pelayanan di Restoran Saung Mirah, Bogor

2014 ◽  
Vol 5 (1) ◽  
pp. 49 ◽  
Author(s):  
Agung Gita Subakti
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Service Industry ◽  
Food Service ◽  
Good Service ◽  
Food And Beverage

A restaurant is one of the facilities to carry out Food Service Industry or as a part tourism accommodation that plays a role in fulfilling the needs of tourists or customer. In this case, good service quality will determine the progress of a restaurant beside food and beverage as the offered products. Saung Mirah Restaurant Bogor is a restaurant that has a quality of service that is not as expected, thus causing a lot of complaints from guests. The purpose of this study is to look at the implementation of quality of service performed and what improvements could be given to the management of Saung Mirah Restaurant Bogor, so the quality of the restaurant service can be increased and complaints from customers can be decreased.

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