scholarly journals Measuring The Relationship Between Customer Satisfaction, Service Quality and Corporate Image: A Case Study of Airtel and BSNL

2021 ◽  
Vol 17 (01) ◽  
Author(s):  
Amitabh Pandey ◽  
Manjula Jain
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sample Size ◽  
Corporate Image ◽  
Business World ◽  
The Relationship ◽  
A Company

In the light of the changes taking place in the business world as a result of globalization, liberalization and increasing competition no company can afford to ignore the importance of favourable (corporate) image since it reflects the character of a company. The more favourable is the image, the more active people are in recommending a company’s products to their friends and relatives. The main purpose of the above study is to measure the relationship between service quality, customer satisfaction and corporate image. A sample size of 1000 customers has been taken in the study comprising of 500 Airtel and BSNL users each. The analysis indicates that both the variables customer satisfaction and service quality have been found to be significant predictors of corporate image of the telecom companies.

scholarly journals THE LINK BETWEEN SERVICE QUALITY, CORPORATE IMAGE AND BEHAVIORAL INTENTION: SATISFACTION AS AN INTERVENING VARIABLE

2019 ◽  
pp. 119-131
Author(s):  
Yunita Engriani ◽  
Meirisa Permatasari ◽  
Abror Abror ◽  
Dina Patrisia
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Structural Equation ◽  
Corporate Image ◽  
Partial Least Square ◽  
Least Square ◽  
Behavior Intention ◽  
The Relationship ◽  
Significant Direct Effect

This study aims to analyze the relationship between service quality, corporate image, customer satisfaction and behavioral intention of Garuda Indonesia Airways’ customers. This research also investigates the roles of customer satisfaction as a mediating variable. The population of this study is all customers of Garuda Indonesia Airways. This study employs 150 customers as respondents. The data collection has been conducted by using a convenience sampling method. This research analyzes the data by using the Structural Equation Modelling (SEM) with Partial Least Square (PLS). After some preliminary tests, this study found that service quality has a positive and significant impact on corporate image and customer satisfaction. Service quality has no significant direct impact on behavioral intention. The corporate image has significantly and positively related to behavioral intention. Customer satisfaction is a significant and positive antecedent of behavior intention. Even though there is no significant direct effect of service quality on behavioral intention, surprisingly, it has a significant indirect impact on behavioral intention through customer satisfaction as an intervening variable. Furthermore, some limitations and further research have been addressed.

Impact of service quality, corporate image and customer satisfaction towards customers’ perceived value in the banking sector in Pakistan

2015 ◽  
Vol 33 (4) ◽  
pp. 442-456 ◽  
Author(s):  
Hashim Zameer ◽  
Anam Tara ◽  
Uzma Kausar ◽  
Aisha Mohsin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Perceived Value ◽  
Corporate Image ◽  
Content Type ◽  
Independent Variables ◽  
Customer Perceived Value ◽  
The Impact ◽  
The Relationship

Purpose – The purpose of this paper is to explore the impact of services quality, customer satisfaction and corporate image on customer perceived value in the banking sector of Pakistan. Design/methodology/approach – A model is developed to show the relationship between dependent and independent variables taken from the existing literature. The data are collected from 200 respondents taken from the five major cities of Pakistan using structured questionnaire. Correlation and regression are applied to estimate the relationship between variables and find out the extent to which the independent variables have impact on the dependent variable. Findings – Results show that there is a positive relation between the service quality, customer satisfaction and corporate image. It is also analyzed by the results that service quality and customer satisfaction have high impact on the customer perceived value where corporate image also effect the customer perceived value. Originality/value – This paper identified the impact of service quality, customer satisfaction and corporate image on the customer perceived value that helps the services sector especially banks how they can improve the customer perceived value through improving their service quality, customer satisfaction and corporate image.

scholarly journals PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEGABAI VARIABEL INTERVENING PADA PENGGUNA OJEK ONLINE GRAB (STUDI PADA MAHASISWA STIE TAMANSISWA BANJARNEGARA)

Medikonis ◽  
2020 ◽  
Vol 11 (1) ◽  
pp. 1-15
Author(s):  
Lustono Lustono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Negative Relationship ◽  
Sampling Technique ◽  
Significant Positive Effect ◽  
The Relationship ◽  
Positive Effect

ABSTRACT This study aims to determine the effect of service quality with price on customer loyalty through customer satisfaction as an intervening variable. STIE Tamansiswa Banjarnegara case study. In this study the independent variable consists of service quality and price, the intervening variable is customer satisfaction and the dependent variable is customer loyalty. The population of this study is 203 the total number of active students of STIE Tamansiswa Banjarnegara. While the sample of this study was 135 respondents. With accidental sampling technique. The type of research data is primer and data collection techniques using questionnaires. The results showed that partially the quality of service did not have a significant positive effect on customer loyalty. Price has a significant positive effect on customer loyalty. Service quality has a significant positive effect on customer satisfaction. Price has a significant positive effect on customer satisfaction. Customer satisfaction has a positive effect on customer loyalty. Customer satisfaction does not mediate the relationship between customer satisfaction and customer loyalty. Customer satisfaction can mediate a negative relationship between price and customer loyalty.

scholarly journals KUALITAS LAYANAN ELEKTRONIK, HARGA DAN PERSEPSI MANFAAT FITUR GO-PAY TERHADAP KEPUASAN PELANGGAN GOJEK DI KOTA PADANG

2021 ◽  
Vol 16 (1) ◽  
pp. 48-56
Author(s):  
Fadhillah Aliyah ◽  
Wiry Utami ◽  
Irda Irda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sample Size ◽  
Sampling Technique ◽  
Perceived Benefits ◽  
Purposive Sampling ◽  
Electronic Service ◽  
The Relationship ◽  
Positive Effect

This study examines the relationship between the effect of electronic service quality, price and perceived benefits of go-pay features on customer satisfaction in Padang. Population in this study are all motorcycle customers who use the go-pay feature. With a sample size of 100 respondents selected using the Purposive Sampling technique. The results showed that electronic service quality has positive and significant effect on customer satisfaction, price has positive effect on customer satisfaction, while the perceived benefits does not significant on customer satisfaction.  

scholarly journals Pengaruh Kualitas Produk, Kualitas Layanan, Citra Perusahaan, dan Nilai Pelanggan Terhadap Kepuasaan Pelanggan Indihome (Studi Kasus pada PT. Telkom Kota Semarang)

2021 ◽  
Vol 3 (2) ◽  
pp. 150-163
Author(s):  
Muhammad Syahwi ◽  
Setyo Pantawis
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Value ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Corporate Image ◽  
Analysis Technique ◽  
The City ◽  
A Company

Customer satisfaction is a feeling of pleasure or displeasure with a product or service from a company. This study aims to analyze the effect of product quality, service quality, corporate image, and customer value on customer satisfaction. A total of 100 indihome customers in Semarang City were taken as samples by purposive sampling. The data analysis technique used in this research is multiple linear regression analysis. The results showed that product quality, company image, and customer value had a positive and significant effect. While the service quality variable has no effect on customer satisfaction. The customer value variable has the most dominant influence on indihome customer satisfaction in the city of Semarang.

scholarly journals Service Quality and the Mediating Effect of Corporate Image on the Relationship between Customer Satisfaction and Customer Loyalty in the Malaysian Hotel Industry

2014 ◽  
Vol 15 (2) ◽  
pp. 99 ◽  
Author(s):  
Boon-Liat Cheng
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Hotel Industry ◽  
Corporate Image ◽  
Mediating Effect ◽  
Systematic Sampling ◽  
Service Improvement ◽  
The Impact ◽  
The Relationship

Service quality is vital to the success of  any service organization. The rapid growth of the Malaysian hotel industry in the 2000’s forced hotel operators to seriously recognize the importance of service improvement in order to gain competitive advantage. This study aims to examine the impact of service quality on customer satisfaction, and how customer satisfaction subsequently affects customer loyalty in the hotel industry in Malaysia. This study also investigates the mediating effect of corporate image  on the  relationship between customer satisfaction and customer loyalty.  A systematic  sampling approach was adopted  to collect data through self-administered questionnaires from 500 hotel guests. Preliminary data analysis, descriptive analysis, reliability test and regression analysis were adopted to ana-lyze  the  reliability  of  items and the  hypothesized  relationships  in the  proposed  research model.  The findings revealed that perception of service quality is significantly related to customer satisfaction, which in turn generates positive customer loyalty in the hotel industry. Besides, corporate image is found to be a partial mediator in the relationship between customer satisfaction and customer loyalty. Overall, the find-ings of this study would help hotel operators to formulate and implement effective marketing manage-ment strategies to cope with the keen competition in the hotel service industry.    

Sign in / Sign up

Export Citation Format

Share Document