Effects of Service Quality and Customer Satisfaction on Customers’ Loyalty in the Hospitality industry of Ghana

The purpose of the study was to investigate the effects of service quality and customer satisfaction on customers’ loyalty in the hospitality industry in Cape Coast, Ghana. Descriptive design was used to investigate the association between service quality, customer satisfaction, service quality and customer satisfaction (independent variables) and customers’ loyalty (dependent variable). Survey was used for data collection from 320 customers in the hospitality industry in Cape Coast, Ghana. Data analysis was carried out with the use of SPSS version 20. The findings showed a significant positive relationship between service quality and customers’ loyalty in the hospitality industry in Cape Coast, Ghana. The study also found a significant positive relationship between customer satisfaction and customers’ loyalty in the hospitality industry in Cape Coast, Ghana. It was recommended that the firms in the hospitality industry in Cape Coast, Ghana, should strive to continue the delivery of quality service to ensure loyalty. This can be done by maintaining consistent quality service performance. Also, it was recommended that the firms in the hospitality industry in Cape Coast, Ghana, should continue to endeavour to meet customers’ expectation since it engenders loyalty. Periodic market research is imperative to help identify emerging needs of customers so as to enhance the loyalty.

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PENGARUH CAFÉ ATMOSPHERE, FOOD QUALITY DAN SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION DAN REPURCHASE INTENTION

Fokus Bisnis Media Pengkajian Manajemen dan Akuntansi ◽

10.32639/fokusbisnis.v13i2.534 ◽

2014 ◽

Vol 13 (2) ◽

pp. 191-201

Author(s):

Gunarso Wiwoho

Keyword(s):

Statistical Analysis ◽

Customer Satisfaction ◽

Service Quality ◽

Food Quality ◽

Descriptive Analysis ◽

Sampling Technique ◽

Quality Service ◽

Repurchase Intention ◽

Independent Variables ◽

Intervening Variables

This study aims to examine and analyze the effect of café atmosphere, food quality, service quality on customer satisfaction and repurchase intention on consumers in the Beranda Eatery Kebumen. The purpose of this study is to analyze and explain the influence between independent variables, intervening variables and dependent variables.The population of this research is the consumer of the Beranda Eatery Kebumen. The sample in this study is 100 people. The sampling technique used was accidental sampling. The method of data collection with questionnaire. Respondents' attitudes are measured with a 4-level Likert scale and the data obtained are processed by SPSS (Statistical Product and Service Solution) analysis for Windows version 22. Data analysis uses descriptive analysis, and statistical analysis (path analysis).The results showed that there was a significant influence between café atmosphere variables on customer satisfaction, food quality had a significant effect on customer satisfaction, then service quality had a significant effect on customer satisfaction, cafe atmosphere had a significant effect on repurchase intention, food quality had no significant effect on repurchase intention, service quality has a significant effect on repurchase intention, and customer satisfaction has a significant effect on repurchase intention.

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

Jurnal Ilmiah Manajemen Kesatuan ◽

10.37641/jimkes.v9i3.886 ◽

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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Pengaruh Service Quality Terhadap Customer Loyalty Melaui Customer Satisfaction Pelanggan Jawa Pos Radar Jember

RELASI JURNAL EKONOMI ◽

10.31967/relasi.v16i2.364 ◽

2020 ◽

Vol 16 (2) ◽

pp. 264-293

Author(s):

Narto ◽

Suwignyo Widagdo ◽

Agustin Hari Prastyowati

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Quality Service ◽

Independent Variables ◽

Digital Era ◽

Normality Test ◽

Dependent Variables ◽

Quantitative Descriptive ◽

Improve Service Quality

For print media, maintaining and adding customers is very important in today's digital era. Including Jawa Pos Radar Jember. Companies must improve Service Quality (service quality), to create and maintain Customer Loyalty (loyal customers). This research is quantitative descriptive. This study was conducted on Jawa Pos Radar Jember customers in Jember Regency, precisely in Sumbersari, Patrang and Kaliwates Regencies. Data collection techniques by observation, questionnaire and direct interview. The number of samples was 125 out of a population of around 7,500 subscribers to the Jawa Pos Radar Jember newspaper. This study uses Service Quality independent variables (Tangibility, Reliability, Responsiveness, Assurance, Empathy), Customer Satisfaction variablesand Customer Loyalty dependent variables. The analytical method used is multiple regression analysis with path analysis, classic assumption test (multicollinearity test, heteroscedasticity test, and normality test).The purpose of this study is 1) to testand analyze Reliability, Responsiveness, Assurance, Empathy effect on Customer Satisfaction and Customer Loyalty. 2) Test and analyze the moderation of Customer Satisfaction against Customer Loyalty.The results show that Tangibility, Responsiveness, Assurance, Empathy has no significant effect on Customer Satisfaction. Only reliability has a significant effect on Customer Satisfaction. Conversely, Reliabilty, Responsiveness, Assurance, Empathy has a significant effect on Customer Loyalty. Only, Tangibility is not a significant effect on Customer Loyalty. AndCustomer Saticfaction does not become intervening between Service Quality and Customer Loyalty Keywords: Service Quality, Customer Satisfaction dan Customer Loyalty

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HUBUNGAN ANTARA KUALITAS PRODUK DAN KUALITAS LAYANAN DENGAN KEPUASAN PELANGGAN PADA PERUSAHAAN DAGANG ADZA CATERING KOTA BOGOR

JIMFE (Jurnal Ilmiah Manajemen Fakultas Ekonomi) ◽

10.34203/jimfe.v3i1.437 ◽

2017 ◽

Vol 3 (1) ◽

pp. 29-39

Author(s):

Nia Sonani ◽

Hari Muharam ◽

Ferdisar Adrian

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Product Quality ◽

Correlation Coefficient ◽

Positive Relationship ◽

Regression Equation ◽

Coefficient Of Determination ◽

Significant Positive Relationship ◽

Analysis Technique

ABSTRACTThis research is included as a correlational research, and consisted of two independent variables and one dependent variable, i.e. product quality and service quality with customer satisfaction. The research was conducted on customer of Adza Catering, with samples of 100 customers, derived by random sampling. The method used was survey and data analysis technique using statistical test of correlation and linear regression. The hypothesis testing was conducted at the significant level of ? = 0.05. The results yield three conclusions, namely: first, there is a highly significant positive relationship between product quality and customer satisfaction with a correlation coefficient ry1 of 0.647, coefficient of determination of 0.4186 and the regression equation is ?= 56.220 + 0.419X1. Second, there is a highly significant positive relationship between service quality and customer satisfaction with correlation coefficient ry2 of 0.763, coefficient of determination of 0.5821 and the regression equation is ? = 40.773 + 0.376X2. Third, there is a highly significant positive relationship between product quality and service quality together simultaneously with customer satisfaction with a correlation coefficient Ry.1.2 of 0.740, coefficient of determination of 0.5476 and the regression equation is ?= 22.612 + 0.428X1 + 0,236X2. Based on these results, it can be concluded that product quality and service quality provide highly significant contribution to customer satisfaction.Keywords: Product Quality, Service Quality and Customer Satisfaction

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MODEL PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN MELALUI KEPUASAN PELANGGAN DI STARBUCKS BALE KOTA TANGERANG

Jurnal Ekonomi : Journal of Economic ◽

10.47007/jeko.v12i02.4182 ◽

2021 ◽

Vol 12 (02) ◽

Author(s):

Lia Amalia ◽

Jovita Fellicia

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Path Analysis ◽

Product Quality ◽

Customer Loyalty ◽

Sampling Method ◽

Sampling Technique ◽

Quality Service ◽

Dominant Position ◽

Independent Variables

This study aims to determine the effect of product and service quality influence on customer loyalty through customer satisfaction as an intervening variable at Starbucks Bale Kota Tangerang. Independent variables consist of product quality and service quality, the dependent variable consists of customer loyalty and variables which include customer satisfaction. This research was conducted at Starbucks Bale Kota which is engaged in sales, located in Tangerang. The background behind sales research at Starbucks Bale Kota is indeed growing, but most of the sales come from new customers, not old customers or repurchases and in this study aims to see what influences the sense of customer loyalty to Starbucks Bale Kota. The authors of this study take product quality and service quality variables because these variables are in a dominant position in the Starbucks Bale Kota phenomenon. The sample used was 170 respondents with a sampling technique that is purposive sampling. The method of analysis used in this study is a non-probability sampling method with a research technique in the form of Path Analysis. The results showed that product quality and service quality had a positive and significant effect on customer satisfaction and customer loyalty. And customer satisfaction as an intervening variable is proven to have a greater influence than the direct effect.Keywords: product quality, service quality, customer satisfaction, customer loyalty

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The effect of quality of the service upon customer satisfaction at royal safari garden resort and convention Cisarua Bogor

The Management Journal of Binaniaga ◽

10.33062/mjb.v4i2.333 ◽

2019 ◽

Vol 4 (2) ◽

pp. 21

Author(s):

Dwi Gemina ◽

Rully Zulkiply

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Test Reliability ◽

Reliability Test ◽

Quality Service ◽

Independent Variables ◽

Physical Evidence ◽

Regression Test ◽

The Impact

This research aims to analyze the impact of quality of the service upon customer satisfaction at Royal Safari Garden Resort and Convention Cisarua Bogor. The questionniares have been distributed to 100 respondents. Type of the research is descriptive and verificative one. The questionnaire has applied validity test, reliability test and classics assumption. Likert scale has been used before applying multiple regression test to see the effect of five independent variables upon one dependent variable. The result has indicated that simultaneously and partially quality service (physical evidence, emphaty, reliability, responsiveness and guarantee) has positively and significantly affected the Customers satisfaction at Royal Safari Garden Resort and Convention Cisarua Bogor. Keywords : Service Quality, Customer Satisfaction, Royal Safari Garden Resord and Convention Cisarua Bogor.

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Service quality, customer satisfaction and loyalty in automobile maintenance services

Journal of Quality in Maintenance Engineering ◽

10.1108/jqme-10-2016-0056 ◽

2018 ◽

Vol 24 (3) ◽

pp. 262-279 ◽

Cited By ~ 7

Author(s):

Samuel Famiyeh ◽

Amoako Kwarteng ◽

Disraeli Asante-Darko

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Positive Relationship ◽

Equation Modeling ◽

Content Type ◽

Significant Positive Relationship ◽

Moderation Analysis ◽

The Relationship ◽

Customer Satisfaction And Loyalty

Purpose The purpose of this paper is to understand the relationship between service quality, customer satisfaction and the loyalty of car owners. The aim is to understand the relative importance of the various service quality dimensions to Ghanaian car owners as to what drive satisfaction and whether this satisfaction has implication on their loyalty. Design/methodology/approach The study used a survey of car owners and relied on partial least squares-structural equation modeling to study the relationship between service quality and its impact on customer satisfaction and loyalty. Further moderation analysis based on the number of years of dealing with the mechanic was conducted. Findings The result indicates empathy, assurance, responsiveness and tangibles have a significant positive relationship with customer satisfactions. However, the reliability of the mechanic has no significant positive relationship with the satisfaction of customers. The results also indicate that customer satisfaction has a direct positive relationship with customer loyalty. The results further indicate that empathy and reliability of the mechanic have a significant positive relationship with customer loyalty; however, the assurance, responsiveness and tangibles have no significant relationship with customer loyalty. The moderation analysis indicated no significant differences in the hypothesis tested and the length of years of customers dealing with the mechanic. Research limitations/implications There is the need for mechanics to provide caring and individual attention to car owners, it is also important for mechanics to understand that customers want their cars to be serviced by mechanics who exhibit knowledge and courtesy and also deliver service in a very responsive manner. The appearance of the workshop, equipment and directions are also very important to customers. It is, therefore, important for mechanics do their best to satisfy these customers for them to remain loyal. Practical implications The findings indicate the importance of empathy, assurance, responsive and tangibles in mechanic service delivery. It is, therefore, important for mechanics to consistently provide personal attention, attend to customers in a friendly manner, deliver cars after services, provide information to customers when extra repairs are required and should take the time to explain issues to customers. In addition, it is important for mechanics to screen and employ very courteous employees who can tell customers exactly the kind of services needed as well as communicate effectively on the risks of repairs. Prompt services also seem to be the key to the satisfaction of customers. Originality/value The work illustrates and provides some insights and builds on the literature in the area of service quality, customer satisfaction and loyalty from a developing country’s environment. This is one of the few research works investigating the issue of service quality, customer satisfaction and customer loyalty in automobile services using data from the sub-Saharan African environment.

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PENGARUH JASA PELAYANAN FREIGHT FORWARDING TERHADAP KEPUASAN PELANGGAN

JURNAL SAINS DAN TEKNOLOGI MARITIM ◽

10.33556/jstm.v0i1.186 ◽

2018 ◽

Author(s):

Andar Sri Sumantri ◽

Radix Nugrahanto

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Secondary Data ◽

Sampling Technique ◽

Positive Influence ◽

Linear Regression Equation ◽

Independent Variables ◽

Freight Forwarder ◽

Freight Forwarding ◽

A Company

Customer is an important factor for the survival of a company. At a time, company sometimes didn’t know the level of customer satisfaction. If the company continues with this situation, the company would not know the next strategies to develop the company. There are many factors that connected with customer such as trust, facility and service quality. This research objective is to analyze if there is a positive influence, both individually and simultaneously between independent variables which are trust, facility and service quality to the dependent variable which is customers. In this research the object are the customers of PT Panah Persada Logisindo Semarang. The data sources are primary and secondary data using sampling technique of 80 respondents. The results of multiple linear regression equation show that there is a positive influence and partial significant between (t= 3,543 > ttebal = 1, 99167) Trust, (t=4,976 >ttebal=1,99167 ) Facility and (t =3,908 > ttebal= 1, 99167) Service Quality effected by customer satisfaction.Keywords: Trust, Facility, Service Quality, Customer SatisfactionKepuasaan Pelanggan merupakan faktor penting terhadap kelangsungan hidup sebuah perusahaan. Masalah yang dihadapi perusahaan saat ini berkaitan dengan tidak diketahuinya kepuasaan Pelanggan setiap tahun, Jika ini dibiarkan terus menerus, perusahaan tidak dapat menentukan strategi untuk meningkakan kepuasaan pelanggan. Ada banyak faktor yang mempengaruhi Kepuasaan Pelanggandipengaruhi oleh kepercayaan, fasilitas dan Kualitas Pelayanaan. Perumusan masalah, tujuan penelitian dan hipotesis pada latar belakang masalah dan tujuan penelitian ini untuk menganalisis adakah pengaruh yang positif baik secara individual dan simultan antara variabel independen yaitu kepercayaan, fasilitas, kualitas pelayanaan terhadap variabel dependen yaitu Kepuasaan Pelanggan. Pada penelitian ini obyek yang diambil pengguna jasa Freight forwarder PT Panah Persana Logisindo Semarang Sumber data meliputi data primer dan sekunder. Sampel pada penelitian ini adalah 80 responden teknik sampling yang digunakan seluruh populasi dijadikan sample. Berdasarkan hasil penelitian dan analisis berganda dihasilkan persamaan : Hasil persamaan regresi linear berganda menunjukkan bahwa ada pengaruh yang positif dan signifikan secara parsial antara ( t hitung = 3,543> t tabel = 1,99167) kepercayaan, (t hitung4,976 > t tabel =1,99167) Fasilitas ( t hitung = 3,908> t tabel = 1,99167) Kualitas pelayanaan terhadap Kepuasaan Pelanggan.Kata kunci : Kepercayaan, Fasilitas, Kualitas Pelanggan. Kepuasaan Pelanggan

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

Journal of Service Management Research ◽

10.15358/2511-8676-2020-2-3-84 ◽

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.

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