Influencing relationship of in-flight service quality of low-cost airlines on customer satisfaction and recommendation intention

2016 ◽  
Vol 30 (8) ◽  
pp. 33 ◽  
Author(s):  
Ga-Hee Kim ◽  
Byeong-Kug Yoon
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Low Cost ◽  
Recommendation Intention ◽  
Relationship Of

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

scholarly journals HUBUNGAN ANTARA KUALITAS PELAYANAN DAN HARGA DENGAN KEPUASAN PELANGGAN PADA BENGKEL SUZUKI SUN MOTOR MATRAMAN

2017 ◽  
Vol 25 (2) ◽  
pp. 101-120
Author(s):  
Imelda Aprileny
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Correlation Coefficient ◽  
Partial Correlation ◽  
P Value ◽  
The Real ◽  
Relationship Of ◽  
The Relationship

The purpose of this study was to determine how closely the relationship between service quality and price to customer satisfaction in the garage SUN MOTOR Matraman. The strategy used in this study is an associative strategy. The method used in this research is a survey as part of a descriptive research with quantitative approach. The population in this study is that customers who have subscribed during the years 2014-2015 and has been visited 5 times. Based on existing data, obtained the number of customers who have been 5 times a year during 2014 to 2015 was 114 people. Based on calculations using the formula slovin, obtained the total sample of 89 respondents.Based on the results of research to test the correlation coefficient, obtained by the partial correlation coefficient and regression. From the analysis of partial correlation coefficient, partial correlation value X1 to Y of 0.472, which means the relationship of service quality and customer satisfaction, are moderate and the direction that is positive assuming constant prices. While the partial correlation value X2 to Y of 0.530, which means that the relationship of price to customer satisfaction, are and the direction that is positive with regards the quality of service constant. The value multiple correlation coefficient of 0.952, showing the relationship between service quality and price to customer satisfaction is very strong with a relationship that is positive or unidirectional, meaning if the quality of service and price can be supplied with either, then customer satisfaction will increase, and vice versa if quality of service and price can not be given properly, then customer satisfaction will decrease. From the results of partial hypothesis testing, obtained P-value variables X1 0,000, smaller than the real level or 0.000 <0.05. Therefore, it can be deduced Ho refused or Ha accepted, meaning partially contained significant positive correlation variables of service quality and customer satisfaction. While the P-value of 0.000 X2, smaller than the real level or 0.000 <0.05. Therefore, it can be deduced Ho refused or Ha accepted, meaning partially contained significant positive correlation with the price variable customer satisfaction. From the results of hypothesis testing simultaneously, gained significance F 0,000, is smaller than the real level or 0.000 <0.05. Thus, it can be deduced Ho refused or Ha accepted, meaning there is simultaneously a significant positive relationship between service quality and price to customer satisfaction.

scholarly journals Impact of Service Quality of Low-Cost Carriers on Airline Image and Consumers’ Satisfaction and Loyalty during the COVID-19 Outbreak

2021 ◽  
Vol 19 (1) ◽  
pp. 83
Author(s):  
Thowayeb H. Hassan ◽  
Amany E. Salem
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Low Cost ◽  
Strategic Plans ◽  
Low Cost Carriers ◽  
Levels Of Service ◽  
The Impact ◽  
Customer Satisfaction And Loyalty

Low-cost carriers (LCCs) in Saudi Arabia operate in a competitive, highly demanding environment. Customer-related attributes may be influenced by the levels of service quality in a no-frills airline, which might impact satisfaction and loyalty. Given the unique traveler and market characteristics of the aviation sector in the kingdom, we sought to investigate the impact of service quality of LCCs on customer satisfaction and loyalty and the perceived airline image. A total of 299 passengers at two international airports were approached using a modified SERVQUAL scale. Results revealed that service quality was a significant predictor of customer satisfaction (β = 0.46, p < 0.0001), airline image (β = 0.55, p < 0.0001), and customer loyalty (β = 0.16, p = 0.006). The responsiveness dimension was the most important dimension of service quality, since it predicted all other constructs (satisfaction, loyalty, and brand image). Airline tangibles and reliability were independently associated with brand image and loyalty, respectively. Based on these results, LCCs should tailor future strategic plans that rely heavily on improving different service quality measures, particularly the responsiveness domain.

scholarly journals Pengaruh Kualitas Jasa Dengan Kepuasan Pelanggan Di RS Husada Jakarta

2018 ◽  
Vol 21 (1) ◽  
pp. 130
Author(s):  
Andyan Pradipta Utama
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Validity And Reliability ◽  
Satisfaction Scale ◽  
Relationship Of ◽  
The Relationship

The purpose of this study was to determine the relationship of service quality with patient satisfaction in Husada hospital Jakarta in order to provide a draft proposal regarding the quality of service in an effort to improve customer satisfaction. The variables of this study is the quality of service (independent variable) and customer satisfaction (dependent variable). Subjects were patients at the Husada hospital Jakarta totaling 100 patients were assigned to the non-probability sampling method accidental sampling. Measurements were made using a scale of Quality of Service which consists of 20 items, and Patient Satisfaction scale consisted of 12 items that are already on the validity and reliability. By using the technique of linear regression through SPSS for Windows version 21.0 was obtained in the regression R = 0.78 and R square = 0.609, p = 0.000 (p <0.05) indicating that patient satisfaction positively and significantly related to the quality of service equal to 0.780 and the role of service quality variables are able to explain the variable of 60.9% patient satisfaction. The study hypothesis which states "quality of care can improve patient satisfaction in Husada hospital Jakarta ", is accepted. Means the better the quality of service will be followed by increased patient satisfaction in Husada hospital Jakarta.

scholarly journals Integration of CSI, Airqual, IPA, and PGCV to Determine Prioritisation of Service Quality on JTA Airlines

2021 ◽  
Vol 11 (1) ◽  
pp. 14-19
Author(s):  
Muhammad Ilham Adelino ◽  
Meldia Fitri
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Low Cost ◽  
Flight Delays ◽  
Customer Complaints ◽  
Improve Service Quality ◽  
Service Priority

The quality of service on low-cost airlines is something that is often questioned by passengers. The purpose of this study is to identify and determine service priority factors to improve service quality on JTA Airlines using the integration of the CSI, AIRQUAL, IPA, and PGCV methods. The results obtained are the level of customer satisfaction at 65.5% and there is still a difference (gap) between expectations and experience. Priority factors are the departure and arrival of aircraft on time, fast and appropriate handling of flight delays, clear compensation procedures, clear and easy-to-understand customer service complaint information, staff and cabin crew more responsive in handling customer complaints, always ready to provide maximum service to passengers, and pay more attention to the age of the aircraft.

scholarly journals Pengaruh Kualitas Produk, Kualitas Proses, Kualitas Pelayanan Dengan Peran Mediasi Kepuasan Pelanggan Terhadap Loyalitas Pelanggan

2020 ◽  
Vol 2 (1) ◽  
pp. 69-73
Author(s):  
I Dewa Nyoman Usadha
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Service Level ◽  
Process Quality ◽  
Business Customers ◽  
Relationship Of ◽  
The Relationship

This study is an empirical study in coastal areas or coastal villages in the region of Tabanan. which aims to determine the effect of Product Quality, process quality, service quality with mediation satisfaction to Loyalty of small and medium business customers. Methodelogi used, Statistics method with Moderation or Mediation variables. The number of samples taken from the population of 30 respondents. The results showed the relationship of Product Quality (X1) to the quality of process (X2) 0.971, Quality of service (X3) 0.795 so that the average relationship 0.883, with the mediation 0.816 so as to produce the level of customer satisfaction 0.818. The correlation of process quality (X2) with product quality (X1) 0,971, Service Level (X3) 0,846, average 0,908 mediated correlation 0,850 resulted Customer Loyalty level 0,842, with mediation equal to 0,850 resulted Average Customer Loyalty 0,58 process quality, product quality and service level. Relationship Level of Service Quality (X3) 0,846 with process quality (X1) 0,795, with average 0,820 with mediation 0,971 resulted high customer satisfaction 0,826. So with a mediation of 0.971 mediate the median level of 0.771. Which the average relationship of 0.820 with mediation 0.971 resulted in the level to the average customer Loyalty of -0.151.the relationship that has been established either does not require the level of mediation

scholarly journals KUALITAS PELAYANAN JASA KEAGENAN KAPAL DAN KOMUNIKASI INTERPERSONAL PADA PERUSAHAAN PELAYARAN

2017 ◽  
Vol 3 (2) ◽  
pp. 217
Author(s):  
Anton Pangihutan ◽  
Muhammad Thamrin ◽  
Asep Suparman
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Interpersonal Communication ◽  
User Satisfaction ◽  
Quantitative Methods ◽  
Coefficient Of Determination ◽  
Relationship Of ◽  
The Relationship

The study aimed to analyze the relationship of services quality of ship agency, interpersonal communication with user satisfaction in PT Buana Listya Tama, both partially and simultaneously. The research uses quantitative methods by doing survey, and the data were analyzed using correlation and regression. The results show that the variables of interpersonal communication and service quality have a significant relationship either partially or simultaneously with customer satisfaction. Variable quality of service has a positive and significant correlation with t value of 4.905 and greater than t table of 1.998 so that Ho is rejected and Ha is accepted. Interpersonal communication variables also has a positive correlation with customer satisfaction with the value of tcount equals to 6,108 and greater than t table of 1.998 so that Ho is rejected and Ha is accepted. Through the F test it is found that the quality of service and interpersonal communication are simultaneously correlated with satisfaction where the F count is larger than F table (90.839> 2.75) so that Ho is rejected and Ha is accepted. The coefficient of determination (R Square) between variables is 0.749 or 74.9%. The amount of the contribution of service quality and interpersonal communication on customer satisfaction is 74.9%, whereas 25.1% influenced by other factors not examined.

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