scholarly journals STUDI DESKRIPTIF MENGENAI ZONA TOLERANSI PENGGUNA KARTU SIM CARD

2010 ◽  
Vol 9 (1) ◽  
Author(s):  
Juliani Dyah Trisnawati ◽  
Ema Andajani ◽  
Budhiman Setyawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mobile Phone ◽  
Cellular Phone ◽  
Service Encounters ◽  
Tolerance Zone ◽  
Sim Card ◽  
The Individual ◽  
The City

This study describes the tolerance zone for the assessment of service quality cellular phone card providers in the city of Surabaya. Variables which refer to the variables used in the variable service quality (SERVQUAL) Zeithaml, Parasuraman, and Berry (1990) which includes dimensions reliability, assurance, tangible, Empathy, and responsiveness. Furthermore, the analysis obtained questionnaires aimed to describe the MSS (Measure of Service Superiority), namely the gap between service perceptions and service desired, and MSA (Measure of Adequate Service) is the gap between service perceptions and service adequate, and the tolerance zone is the gap between desire service and adequate service. Moreover, tolerance zone is used to explore customer satisfaction to the individual transaction, or service Encounters, and customer satisfaction for services provided by mobile phone providers in the city of Surabaya as a whole.

The Effect of Service Quality on Customers' Satisfaction in Mobile Phone Services in the UAE

2020 ◽  
Vol 8 (1) ◽  
pp. 75-94
Author(s):  
Emad Yusuf Masoud
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mobile Phone ◽  
Service Providers ◽  
Mobile Service ◽  
Behavioural Difference ◽  
Mobile Industry ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Network Quality

This study aims to determine the dimensions of mobile service quality and to examine their effect on customer satisfaction in UAE mobile phone service providers while also investigating the behavioural differences between mobile phone customers with prepaid and postpaid subscriptions. A combination of the SERVPERF model has been adopted as the main framework for analyzing service quality. A structured questionnaire instrument was designed for data collection. The present study concentrates on the level of customers’ satisfaction for leading service providers in the UAE mobile industry. Etisalat and Du were chosen for this study. A sample of (452) mobile phone users in Abu Dhabi city was selected at random using convenience-sampling. We found a positive effect of both functional and technical service quality (network quality) on customers’ satisfaction. Functional and technical dimensions were good predictors of customer satisfaction and confirmed the multidimensional nature of service quality. Also, the service quality dimensions; reliability, assurances, and responsiveness are found to be significant predictors of customer satisfaction. Behavioural difference between mobile phone customers is also significant in predicting customer satisfaction for postpaid subscribers. However, only reliability and network quality are significant predictors of customer satisfaction for prepaid subscribers. The model developed in this study provides marketers and researchers with a diagnostic tool to assess service quality from the perspectives of customers to meet the customer’s expectations and ensure customer satisfaction.

PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN

2017 ◽  
Vol 5 (3) ◽  
Author(s):  
Ismail Razak, SE., MS. ◽  
Nirmala Putri Sari
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Sampling Method ◽  
Primary Data ◽  
Analysis Method ◽  
Simple Linear Regression ◽  
The City

The aim of this study was to analize the effects of product quality and service quality on the customer satisfaction. This study took place in the City of Bekasi and objects in this study are all customer who use the Matrass GM-9000. Primary data was obtained from customers of Matrass GM-9000 in Bekasi City through admission filling of questionnaire by using scale of Likert. The respondent of this study was chosen through accidental sampling method, and data analysis method was simple linear regression and multiple linear regression. The results of this study indicated that product quality and service quality positively and significant influenced the customer satisfaction

scholarly journals KUALITAS PRODUK DAN KUALITAS PELANAN SEBAGAI ANTASEDEN KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN (Studi Pada Pelanggan Waroeng Spesial Sambal “SS” Cabang Veteran Yogyakarta)

2020 ◽  
Vol 9 (1) ◽  
pp. 14
Author(s):  
Alo Rahmawati Mulyana ◽  
Hendro Setyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Customer's Loyalty ◽  
The City

 The aim of study is to  analyze about effect  product  quality  and  service  quality  on customer’s satisfaction to build customer’s loyalty at Waroeng Spesial Sambal “SS” in the branch of Veteran Yogyakarta. Population in this study are all consumers who make  purchases at Waroeng Spesial Sambal “SS” the branch in the  branch of Veteran Yogyakarta. While the sample  in  this  study  is a portion of consumers who have  made  purchases at least twice in the past year. The sampling technique uses purposive sampling. The data  used in this study is primary data. The number  of studies  in  this  study were  sixty  samples  in  the  city of Yogyakarta which  were processed  using  multiple linear regression  analysis  and mediation analysis  using SPSS 20 for windows. The results of the analysis in this study are: product quality dosen’t have a significant effect on customer satisfaction,  service quality has a significant effect on customer satisfaction, customer satisfaction doesn’t have a significant effect on customer loyalty, product quality  dosen’t  have a significant  effect on  customer loyalty and service quality has a significant effect on customer loyalty of the two independentvariables dosen’t indicate a mediating  relationship  with  customer  satisfaction as a mediator variable.

The Influence of After-Sales Service Quality on Customer Satisfaction and Loyalty in Mobile Phone

2017 ◽  
Vol 40 (4) ◽  
pp. 87-95 ◽  
Author(s):  
Jae jun Lee ◽  
◽  
Ji-Hyun Ryu ◽  
Sae-Jae Lee ◽  
Hyun-Seung Oh ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mobile Phone ◽  
Customer Satisfaction And Loyalty

Perceived cultural distance in intercultural service encounters: does customer participation matter?

2018 ◽  
Vol 32 (5) ◽  
pp. 547-558 ◽  
Author(s):  
Tyson Ang ◽  
Ru-Shiun Liou ◽  
Shuqin Wei
Keyword(s):  
Weight Loss ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Providers ◽  
Cultural Distance ◽  
Customer Participation ◽  
Future Research ◽  
Service Encounters ◽  
Content Type ◽  
Perceived Cultural Distance

PurposeThis paper aims to investigate if perceived cultural distance (PCD) negatively affects service quality and customer satisfaction through customers’ social judgements of the service providers’ warmth and competence in intercultural service encounters (ICSE), and if this negative effect can be mitigated through customer participation (CP).Design/methodology/approachA 2 × 2 between-subjects experimental design with an online consumer panel was conducted using a series of intercultural service encounter scenarios (in the weight loss service context) to manipulate CP (high vs low) and pictures of service providers to induce PCD (high vs low).FindingsAs hypothesized, in the context of ICSE, PCD negatively impacts customers’ social judgements of the service providers’ warmth and competence, which in turn influence service quality and customer satisfaction. However, the negative impact of PCD is alleviated when the level of CP is high.Research limitations/implicationsUsing a single service context (weight loss services) may restrict the generalizability of findings. Future research may explore other service contexts.Practical implicationsTo improve customers’ experience, managers in service firms with multicultural customers may create more engagement opportunities by designing the service delivery process in ways in which more CP and involvement is allowed.Originality/valueThis research is among the first to highlight the importance of consumers’ social judgements about culturally dissimilar service providers, which at baseline come with disadvantages but that can be altered through marketing actions (e.g. enhanced CP).

scholarly journals PENGARUH KUALITAS PELAYANAN, CITRA MEREK DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN LOGISTIK PADA PT. TIKI JALUR NUGRAHA EKAKURIR (JNE) DI KOTA GRESIK

MANAJERIAL ◽  
2018 ◽  
Vol 4 (2) ◽  
pp. 41
Author(s):  
RETNO AYU MULFI
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Literature Review ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Customer Loyalty ◽  
Brand Image ◽  
Sampling Technique ◽  
The City

This study aims to examine the effect of Service Quality, Brand Image and Customer Satisfaction on Logistics Customer Loyalty at PT. Tiki Track Nugraha Ekakurir (JNE) in the City of Gresik. Then a literature review and the preparation of hypotheses were carried out, data were also obtained from questionnaires on 96 Gresik people who had used PT. Tiki Nugraha Ekakurir Line (JNE) using nonprobability sampling technique. Testing is done using multiple linear regression. The results of the analysis show that service quality significantly affects customer loyalty, brand image significantly influences customer loyalty and customer satisfaction significantly influences customer loyalty.

scholarly journals The Influence of E-Service Quality on Online Repurchase Intentions with Variables of Satisfaction as Mediation in Cafe and Resto in The City Of Padang in the Time of he Covid-19 Pandemic

2021 ◽  
Vol 9 (1) ◽  
pp. 2091-2098
Author(s):  
Maygita Karlina ◽  
Ma’ruf
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Large Scale ◽  
Industrial Sector ◽  
Partial Least Square ◽  
Least Square ◽  
Repurchase Intention ◽  
Cross Sectional ◽  
Repurchase Intentions ◽  
The City

The existence of the government's Large-Scale Social Restrictions (PSBB) policy during the Covid-19 pandemic encouraged every industrial sector to focus on online transactions. One of the industries in question is the food industry, represented by cafes and restaurants that are starting to pay attention to the concept of e-service quality to support the increase in online repurchase intentions in an effort to maintain business continuity. This study aims to determine the effect of E-Service Quality on Online Repurchase Intentions with the satisfaction variable as a mediation at cafes and restaurants during the Covid-19 pandemic. The causal quantitative research method, with this research design using a cross sectional study. The sample used is 170 customers who make online purchases at cafes & restaurants in the city of Padang. The data collection process uses a questionnaire, with the distribution presented in the form of an electronic questionnaire which is one of the google docs applications that can be accessed online via the internet by customers of online cafes and restaurants in Padang city, West Sumatra, Indonesia. In this study, there are three types of variables used, namely the first independent variable, namely e-service quality, the second is the mediating variable, namely customer satisfaction, and the third dependent variable is online repurchase intentions. Data analysis in this study used Partial Least Square (PLS). The results showed that E-Service Quality has a positive and significant effect on customer satisfaction and Online Repurchase Intention. Customer satisfaction also has a positive and significant effect on Online Repurchase Intention. The results of the mediation test show that satisfaction plays a role as a mediation between E-Service Quality and Online Repurchase Intention.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA APLIKASI GOJEK DI KOTA TANGERANG

2020 ◽  
Vol 6 (2) ◽  
pp. 248
Author(s):  
Riri Oktarini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Regression Coefficient ◽  
Statistical Tests ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Good Service ◽  
Linear Regression Coefficient ◽  
The City

Abstrak-Tujuan dilakukannya penelitian ini adalah bermaksud mengetahui apakah dengan adanya kualitas pelayanan yang baik dan harga dapat mempengaruhi kepuasan pelanggan Gojek khususnya di Kota Tangerang.  Metode penelitian yang digunakan adalah Asosiatif kausal. Sampel yang digunakan sebanyak 100 responden. Metode analisis data menggunakan uji validitas dan reliabilitas, asumsi klasik, regresi linier berganda, koefisien determinasi dan pengujian hipotesis.  Berdasarkan hasil pengujian statistik diperoleh hasil sebagai berikut: Kualitas pelayanan memberikan pengaruh secara positif serta signifikan terhadap kepuasan pelanggan. Harga memberikan pengaruh yang negatif serta signifikan terhadap kepuasan pelanggan. Kualitas pelayanan dan harga Secara simultan dengan menggunakan uji F diketahui memberikan pengaruh positif serta signifikan terhadap kepuasan pelanggan pengguna aplikasi Go-jek di Kota Tangerang.Kata Kunci: kualitas pelayanan, harga, kepuasan pelanggan Abstract-The purpose of this research is to find out whether the existence of good service quality and price can affect Gojek customer satisfaction in Tangerang City. The research method used is causal associative. The sample used was 100 respondents. Methods of data analysis using validity and reliability, classic assumptions, multiple linear regression, coefficient of determination and hypothesis testing. Based on the results of statistical tests the following results are obtained: Service quality has a positive and significant influence on customer satisfaction. Price gives a negative and significant effect on customer satisfaction. Quality of service and price Simultaneously using the F test is known to have a positive and significant effect on customer satisfaction of Go-jek application users in the city of Tangerang.Keywords: service quality, price, customer satisfaction

scholarly journals Pengaruh Promosi dan Kualitas Pelayanan terhadap Kepuasan Pelanggan Grab di Kota Denpasar

Widya Amrita ◽  
2021 ◽  
Vol 1 (1) ◽  
pp. 290-302
Author(s):  
Dewa Gede Wahyu Santosa ◽  
Ida Ayu Mashyuni
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Test Results ◽  
Analysis Technique ◽  
Product Service ◽  
The City

Customer satisfaction is a feeling of pleasure or satisfaction from customers that arise after using or consuming a product / service. The purpose of this study is to determine how promotion and quality influence Grab customer satisfaction in Denpasar City partially and simultaneously. This research was conducted in the city of Denpasar. The number of samples taken was 100 respondents. Data collection techniques are observation, interviews, documentation, literature and questionnaires. The data analysis technique used is multiple linear regression. The test results show that the effect of promotion and service quality on Grab service satisfaction in Denpasar City is partially and simultaneously significant.

Pengaruh Switching Cost sebagai Pemoderasi Hubungan antara Kepuasan dan Loyalitas Konsumen

2007 ◽  
Vol 2 (2) ◽  
pp. 155
Author(s):  
Aditya Putranto Ardhani
Keyword(s):  
Customer Satisfaction ◽  
Mobile Phone ◽  
Customer Loyalty ◽  
Switching Cost ◽  
Moderating Effect ◽  
Sim Card ◽  
The Relationship

The aim of this research is to exornine the moderating effect of switching cost on the relationship between customer satisfaction"ia-ioyaiy. The reiearch object is 150 customers who use mobile phone Sim Card in Yogtakarta. The result shows that the moderating effect of switching cost on the relationship between satisfaction and loyatty is not supported. However the ffict ;f customer satisfaction on loyalty persists with or without the switching cost.Keywords: Switching Cost, Customer Satisfaction, Customer Loyalty

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