scholarly journals Penerapan Metode SERVQUAL pada Bank X

2016 ◽  
Vol 12 (2) ◽  
pp. 369
Author(s):  
Nilda Tri Putri ◽  
Jonrinaldi Jonrinaldi ◽  
Ranti Pratiwi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Services Quality ◽  
Marketing Research ◽  
Services Marketing ◽  
Repair Service ◽  
Five Dimensions

The banking sector had become industrial which keeps growing. Competition requires each bank competing to attract many customers in many ways both in terms of products, technologies, and services. Marketing Research Indonesia (MRI) performs measurements of the services quality of the banking. X Bank occupies the fifth position in terms of service quality. X Bank need to do repair service constantly to improve customer loyalty. The method used was servqual consisting of five dimensions. Based on gap between perception and expectations known priority on X Bank. Repair service with the main priority is customer service quickly. A long customer service cause long queue at customer service and teller. Typically, most clients come at the beginning of the month. However, a large number of customer that are not anticipated by the number of teller and customer service. Customer satisfaction level of this attribute only 68,09%. That means the banks need to make improvements such as by adding the number of teller and customer service at a particular time and organizing shift work teller and customer service more effectively.Keywords : service quality, gap, Marketing Research Indonesia.

scholarly journals Peran E-Servqual Dalam Customer Engagement

2019 ◽  
Vol 15 (1) ◽  
pp. 36-42
Author(s):  
Nadia Sasmita Wijayanti
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Customer Engagement ◽  
Online Service ◽  
Market Leader ◽  
The Right ◽  
Modern Era

Sejumlah brand sukses menempatkan diri di hati konsumen, namun banyak pula yang gagal. Keberhasilan brand memikat hati customer berarti sukses menjalin hubungan dengan customer. Perlu cara dan startegi yang tepat agar brand mampu memikat kosumen dan keluar sebagai market leader. Dalam menjalankan bisnis dan memberikan pelayanan konsumen perlu memperhatikan keinginan konsumen. Di era serba modern dan informasi tanpa batas, bermunculan marketplace dan perusahaan eksponensial, menyebabkan keinginan konsumen untuk dilayani serba cepat dan ringkas. Kualitas jasa layanan online yang maksimal akan menciptakan customer loyalty yang berujung pada customer engagement. Kata kunci: E-servqual, Kualitas layanan jasa online, customer loyalty, customer engagement.  Abstract: The Role of E-Servqual in Customer Engagement. A number of brands successfully place themselves in the hearts of consumers, but many also fail. The success of the brand captivates the customer means successful relationship with the customer. Need the right way and strategy so that the brand can attract consumers and come out as the market leader. In running a business and providing customer service, it is necessary to pay attention to consumer desires. In the modern era and unlimited information, emerging marketplaces and exponential companies, cause consumers to be served quickly and concisely. The maximum quality of online services will create customer loyalty which leads to customer engagement. Kata kunci: E-servqual, Online Service Quality, customer loyalty, customer engagement.

scholarly journals Influence of Service Quality on Customer Satisfaction and Customer Loyalty in the Private Banking Sector of Bangladesh: A PLS Approach

2020 ◽  
Vol 1 (3) ◽  
pp. 8-17
Author(s):  
Rashed Al Karim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Bottom Line ◽  
Managerial Implication ◽  
Five Dimensions ◽  
Financial Organization ◽  
Private Banking ◽  
The Impact

In this competitive business era, the key strategy for the success and survival of any business organization is the deliverance of quality services to customers because service quality has beneficial effect on the bottom-line performance for the organization. As a financial organization, banks are continuously introducing their new products and services at regular intervals to satisfy and retain their customers and hence, achieving high levels of service is one of techniques to keep customers both satisfied and loyal. Thus, this study intends to determine the impact of Service Quality on Customer Satisfaction and Customer Loyalty in private banking sector of Bangladesh. Five dimensions of Servqual Model such as tangibility, reliability, responsiveness, empathy, and assurance (Parasuraman, Zeithaml, & Berry, 1985) are considered as the base for this study. A structured questionnaire with 5-point Likert scale has been used to gather the data for this study by conducting survey. The sample size is 100 and chosen on a convenient basis. Data has been analyzed by using PLS 3.0 software. SPSS software (version 20) package was also used to present the data demographically. The result shows that tangibility and empathy have significant effect on customer satisfaction, on the other hand, reliability, responsiveness and assurance don’t have any significant effect on customer satisfaction. Moreover, customer satisfaction has direct significant effect on customer loyalty. Finally, this study proposed few recommendations for the managerial implication.

scholarly journals Service Quality of Online Shopping Platforms: A Case-Based Empirical and Analytical Study

2013 ◽  
Vol 2013 ◽  
pp. 1-9 ◽  
Author(s):  
Tsan-Ming Choi ◽  
Pui-Sze Chow ◽  
Bowood Kwok ◽  
Shuk-Ching Liu ◽  
Bin Shen
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Analytical Study ◽  
Online Shopping ◽  
Service Level ◽  
Customer Perceptions ◽  
Optimal Service ◽  
Quality Instruments

Customer service is crucially important for online shopping platforms (OSPs) such as eBay and Taobao. Based on the well-established service quality instruments and the scenario of the specific case on Taobao, this paper focuses on exploring the service quality of an OSP with an aim of revealing customer perceptions of the service quality associated with the provided functions and investigating their impacts on customer loyalty. By an empirical study, this paper finds that the “fulfillment and responsiveness” function is significantly related to the customer loyalty. Further analytical study is conducted to reveal that the optimal service level on the “fulfillment and responsiveness” function for the risk averse OSP uniquely exists. Moreover, the analytical results prove that (i) if the customer loyalty is more positively correlated to the service level, it will lead to a larger optimal service level, and (ii) the optimal service level is independent of the profit target, the source of uncertainty, and the risk preference of the OSP.

scholarly journals The Effect of Service Quality on Customer Loyalty at BRI Syariah Bank Bone Office Branch: A Review of Law Number 8 of 1999 concerning Consumer Protection

Al-Bayyinah ◽  
2021 ◽  
Vol 5 (1) ◽  
pp. 1-12
Author(s):  
Jumarni Jumarni
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Consumer Protection ◽  
Customer Loyalty ◽  
Positive Influence ◽  
Normality Test ◽  
Regression Test ◽  
Banking Institutions

This study was conducted to analyze and determine the effect of Service Quality Variables on customer loyalty in BRI Syariah Bank Bone Office Branch. This study juxtaposes the quality of customer service in banking institutions with the level of customer loyalty. In addition, the two variables are examined with the conception of consumer protection as regulated in Law number 8 of 1999. This study uses qualitative research methods and the analysis used is SPSS 20. The analysis test includes a normality test that analyzes parametic statistics, and a regression coefficient test is used to determine the effect of service quality on customer loyalty. The results obtained by the regression equation Y = 1,082 + 0,255 + ε. Based on a simple linear regression test, it shows that service quality has a positive and significant effect on customer loyalty in BRI Syariah Bank Bone Office Branch. The positive influence shows a match between service quality and customer loyalty; hence the role of service can increase customer loyalty. The relation to consumer protection regulated in Law no. 8 of 1999 concerning Consumer Protection, maximum service in its various forms is the basic rights that consumers deserve, and this has been obtained by customers of BRI Syariah Bank Bone Office Branch, thus it is relevant to consumer protection and customer service. 

scholarly journals Service Quality, Customer Satisfaction and Loyalty: An Empirical Analysis of Banking Sector in Pakistan

2012 ◽  
Vol 4 (4) ◽  
pp. 159-167 ◽  
Author(s):  
Mohsin Zafar ◽  
Aasia Asif . ◽  
Ahmed Imran Hunjra . ◽  
H. Mushtaq Ahmad .
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Banking Services ◽  
Banking Relationships ◽  
Conflict Handling ◽  
The Impact ◽  
Customer Satisfaction And Loyalty

The basic aim of this study is to explore most common constructs for quality of banking services, which influence customer satisfaction and examine the impact of customer satisfaction on customer loyalty in the context of banking relationships. The questionnaire was used to collect the data from 192 valid respondents by convenience sampling method. SPSS was used to analyze the data and AMOS was used to test the model. The results of the study show that there is a positive and significant link between customer satisfaction and constructs of service quality like tangibility, reliability, competence conflict handling and further study inferred that customer satisfaction is positively significant related to customer loyalty.

Connecting the Dots Between E-CRM and Customer Loyalty

2021 ◽  
pp. 123-140
Author(s):  
Lejla Turulja ◽  
Merima Činjarević
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Online Community ◽  
Banking Sector ◽  
Relative Importance ◽  
Marketing Tactics ◽  
Reward Program ◽  
Service Sectors ◽  
Connecting The Dots

The main purpose of this study is to investigate the effects of e-CRM tactics on customer loyalty in B2C markets. In addition, this study attempts to explore the mediating roles of customer service quality and perceived value in the e-CRM – customer loyalty relationship. Moreover, the current research explores the relative importance of individual e-marketing tactics (personalization, reward program, online community, and customer service quality) is a customer loyalty model. A conceptual model is empirically tested in the context of the bank industry, using a sample of 203 bank users. The results indicate that e-CRM has a positive indirect effect on customer loyalty via customer service quality. The findings suggest that online services, personalization, and ease of website navigation are the most important factors in influencing customer loyalty. The present study enhances our understanding of the importance of individual e-CRM tactics in influencing customer loyalty and thereby provides valuable insights for marketing managers in service sectors, particularly the banking sector.

Impact of objective and subjective indicators of service quality on consumption of domestic services

2015 ◽  
Vol 9 (3) ◽  
pp. 156-167
Author(s):  
Владимир Морозов ◽  
Vladimir Morozov
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Marketing Research ◽  
Negative Influence ◽  
Soviet Period ◽  
Consumer Services ◽  
Service Components ◽  
Main Instrument ◽  
The Impact

Currently, the final product (goods or services) becomes more intangible due to the presence service component in its structure, comprising a set of additional accessories and services. In fact, the presence of the service components in the product is not an innovation in pure form. Issues related to the quality of customer service have been in focus in the 70-80-ies XX century, in the so-called Soviet period. The need to improve the level of service to ensure product competitiveness and achieving enterprise competitive advantages is the peculiarity of consumer market development nowadays. The article discussed the necessity and possibility of turning traditional consumer services in a service product that has certain competitiveness, i.e. the ability to generate demand through the service components. Moreover, the author examines two groups of indicators of quality of service - objective and subjective. The empirical part of the research is dedicated to testing the theoretical conclusions about the impact of service quality on the consumption of domestic services. The empirical part of the research is dedicated to testing the theoretical conclusions about the impact of service quality on the consumption of domestic services. For this purpose, the author carried out the special marketing research of consumers of domestic services. The methodology of the research has been offered by scientists of Russian State University of Tourism and Service. The survey, which covered 400 people, became the main instrument for collecting information. It was carried out in Mytishchi, Pushkino and Korolev. These cities are among the most developed in the socio-economic and consumer context in North-Eastern suburbs of Moscow region. Marketing research, given in article, allowed forming the structure of consumption of consumer services, revealing the effect of indicators (factors) of quality of services consumption, and making forecast of increasing consumption upon condition of elimination of the negative influence of specific factors.

scholarly journals The Impact of Customer Relationship Management on Achieving Service Quality of Banking Sector of Jordan

2017 ◽  
Vol 12 (3) ◽  
pp. 180 ◽  
Author(s):  
Marzouq Ayed Al-Qeed ◽  
Basem Yousef ALsadi ◽  
Zeyad F Al-Azzam
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Banking Sector ◽  
Services Quality ◽  
Relationship Management ◽  
Customer Retention ◽  
Customer Relationship ◽  
Customer Knowledge

Definitely, the world is becoming chaotic and affects all aspects of life. One of these is customers who become more severe in their needs, expectations, desires, and preferences. Organizations must consistently realize this issue by communicating and building effective relationships with them for better-enhancing services quality. Therefore, this study investigates the relationship between customer relationship management and service quality of Jordan banking sector. The researchers relied on descriptive and analytical approach through a survey questionnaire used to obtain data from 150 respondents who were at all levels in the 22 operating banks in Jordan, only 141 were returned but 13 of them were excluded because they were invalid for statistical analysis, only 128 questionnaires were valid and considered with a ratio of 85%. The findings revealed that a moderate level of importance in customer relationships management was apparent while an increasing awareness in the service quality of banking sector of Jordan was dominant. The study also found a strong correlation between customer relationship management -except customer satisfaction and loyalty- and the service quality of banking operated in Jordan. Additionally, results showed that a significant and statistical effects at (P<0, 05) of customer relationship management with its dimensions (customer satisfaction, customer loyalty, customer attraction, customer retention, customer value, customer culture, customer knowledge) in service quality of Jordan banking sector. Finally, study results revealed that customer knowledge, customer retention, and customer culture are the most influential dimensions in the services quality of Jordan banks sector.

scholarly journals MEMBANGUN CUSTOMER TRUST MELALUI KUALITAS PELAYANAN PRIMA PADA DIVISI MARKETING SALES TUPPERWARE (SHOWROOM CABANG PONDOK INDAH MALL-JAKARTA SELATAN)

2020 ◽  
Vol 7 (2) ◽  
pp. 110
Author(s):  
Harjoyo Harjoyo ◽  
Desilia Purnama Dewi ◽  
Dian Yunitasari
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Research Method ◽  
Literature Study ◽  
Excellent Service ◽  
Customer Trust ◽  
And Behavior

ABSTRAK-Penelitian ini membahas mengenai, “Membangun Customer Trust Melalui Kualitas Pelayanan Prima pada Divisi Marketing Sales Tupperware Showroom Cabang Pondok Indah Mall, Jakarta Selatan”. Teknik riset yang digunakan adalah teknik obeservasi dan study pustaka. Adapun tujuannya untuk mendapatkan gambaran akhir hubungan kualitas pelayanan terhadap  upaya membangun trust/kepercayaan customer/pelanggan. Untuk dapat memperoleh loyalitas dan kepercayaan pelanggan dengan baik, perusahaan  mempunyai mutu servis   yang andal  dan dikenal dengan istilah pelayanan prima. Servis yang diberikan oleh  perusahaan  tidak hanya sebatas attitude pekerja dalam melayani pelanggan,tetapi secara komprehensif berlaku terhadap semua layanan pelanggan. Jenjang kepuasan pelanggan  pun wajib dilakukan oleh perusahaan, sebab bila  pelanggan merasa  terpenuhi apa yang menjadi harapannya maka kesetiaan akan muncul dengan sendirinya. Tujuan penelitian ini adalah untuk mengetahui pengaruh kualitas servis yang andal dan unggul terhadap kepercayaan pelanggan. Kata Kunci : Customer Service, Kualitas, Pelayanan Prima  ABSTRACT- This study discusses "Building Customer Trust Through Excellent Service Quality in the Tupperware Showroom Marketing Sales Division at Pondok Indah Mall Branch, South Jakarta". The research method used is to use the way of observation and  literature study. The purpose, to find out how far the influence of service quality on efforts to build trust / customer trust / customers. To be able to obtain customer loyalty and trust well, the company has a good quality of service and today the service activities are known as excellent service. The services provided by the company are not enough just the attitude and behavior of the employees in dealing with customers, but also includes excellent service to achieve customer loyalty The level of customer satisfaction must also be considered by the company, because if the customer feels satisfied the loyalty will naturally arise from customers.The purpose of this study was to determine the effect of excellent service quality on customer trust. Keywords: Customer Service, Quality, Excellent Service

Sign in / Sign up

Export Citation Format

Share Document