scholarly journals Does Animation Services Really Matter? Place of Animation Services in the Perceived Quality–Overall Satisfaction Model

2018 ◽  
Vol 9 (16) ◽  
pp. 14-30 ◽  
Author(s):  
Oğuz Türkay ◽  
Abdulmenaf Korkutata ◽  
Özer Yılmaz
Keyword(s):  
Customer Satisfaction ◽  
Perceived Quality ◽  
Experiential Marketing ◽  
Hotel Service ◽  
Service Departments ◽  
Quota Sampling ◽  
Resort Hotels ◽  
Resort Hotel ◽  
Satisfaction Theory

In this study, the effect of the quality of the animation service to the perceived quality of a resort hotel and, thus, overall customer satisfaction within hotel service departments is addressed comparatively. The perceived quality of animation services (PQAS) has been measured by the behaviour of workers, the sufficiency of service's content, knowledge and experiences of workers, and the factors of the program. Surveys were used by quota sampling to tourists who were in resort hotels in Antalya, Turkey, wherein 1189 usable feedbacks were obtained. The model, which was tested using SmartPLS, was found significant. It has been determined that the PQAS significantly affected the perception of the quality of the hotel even though it is lesser than the perceived quality of other departments. The perception of the quality puts forward a significant amount of overall customer satisfaction. The results were analyzed in customer satisfaction theory and experiential marketing fields.

scholarly journals INCREASING KNOWLEDGE ABOUT FACTORS OF QUALITY OF EDUCATION

2014 ◽  
Vol 2 (2) ◽  
pp. 99-105
Author(s):  
Peter Madzík ◽  
Miroslav Hrnčiar ◽  
Zuzana Škutchanová
Keyword(s):  
Customer Satisfaction ◽  
Statistical Processing ◽  
Perceived Quality ◽  
Quality Of Education ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Study Results ◽  
Perception Of Quality ◽  
Increasing Knowledge

This article presents a study of an important attribute that influences students' perception of quality of education – their own study results. The influence of this attribute on the perceived quality of education is examined by formulating hypothesis and statistical processing of data acquired by menas of a survey among graduates. The hypothesis consisted of two researched attributes – study results of students, and graduates' satisfaction with their studies. Questions concerning the second attribute were formulated using methods for calculation of the customer satisfaction index. Statistical examination proved dependence of these two attributes.

scholarly journals Evaluation of quality of service: real case in the hotel fitness center

2018 ◽  
Vol 12 (1) ◽  
pp. 1-27 ◽  
Author(s):  
Natália de Almeida Ferraz ◽  
Fagner José Coutinho de Melo ◽  
Taciana de Barros Jerônimo ◽  
André Philippi Gonzaga de Albuquerque ◽  
Denise Dumke de Medeiros
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Sector ◽  
Quality Of Services ◽  
Hotel Management ◽  
Fitness Center ◽  
Customer Expectations ◽  
Hotel Service ◽  
New Perspective

The justified purpose of the theme: The number of companies in the service sector has been increasing steadily in recent years. At the same time, consumers are increasingly demanding quality of services offered by the various providers in the market. Customer satisfaction is fundamental to the success of these organizations, and for this reason, the adoption of specific techniques for assessing quality of services is necessary. Purpose: this article aims to develop a framework to support hotel management. Methodology/Design: The study used an adaptation of the classic SERVQUAL model for the evaluation of customer expectations and perceptions, enhanced by the QUESC model, which is an instrument specifically applied to quality evaluation in fitness services, in order to obtain a more complete and targeted approach. The survey was conducted with 206 customers on the quality of service in the hotel's fitness center. Results and Originality: With the application of the model, we found that SERVQUAL was insufficient to evaluate customer satisfaction since the highest rated items pointed to the gaps coming mostly from the QUESC model. The findings provide a new perspective that can encourage those involved in the fitness center to manage these businesses considering the characteristics of the customer. This structure can help the hotel manager identifying which quality dimensions need more attention, improve the quality of the hotel service, develop customer loyalty, improve employee satisfaction, and differentiate from competitors. The article presents a new focus on guest view, which can be used to manage services offered by hotels.

scholarly journals Building Customer Loyalty through Strategy Experiential Marketing, Service Quality, and Customer Satisfaction

2020 ◽  
Vol 9 (2) ◽  
pp. 122-131
Author(s):  
Wahyono Wahyono ◽  
Ulfa Nurjanah
Keyword(s):  
Structural Equation Modeling ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Research Model ◽  
Experiential Marketing ◽  
Marketing Service

The study aims to determine the influence of Experiential Marketing, quality of service, and customer satisfaction towards customer loyalty by developing a research model and 6 hypotheses filed in this study. The number of samples was 160 respondents, namely the customer of PT POS Indonesia (Persero) Semarang with incidental sampling through questionnaires. Data analysis using Structural Equation Modeling (SEM) of Software AMOS 21.0 based on data analysis results, it can be concluded that the model received good/fit and subsequent research results showed there were 3 hypotheses received and 3 hypotheses were rejected.

scholarly journals Pengaruh Perceived Quality dan Perceived Value terhadap Brand Loyalty melalui Customer Satisfaction J-Klin Beauty Jember

2019 ◽  
Vol 2 (2) ◽  
pp. 292-301
Author(s):  
Anton Yuliansyah ◽  
Timotius Dwi Handoko
Keyword(s):  
Customer Satisfaction ◽  
Brand Loyalty ◽  
Perceived Value ◽  
Perceived Quality ◽  
Primary Data ◽  
Analysis Tool ◽  
Analysis Method ◽  
Service Companies ◽  
Data Processing Method

Consumers play a very important role in providing an assessment of the quality of services obtained from service companies. This study aims to determine the effect of variable perceived quality and perceived value on the formation of brand loyalty through customer satisfaction of J-Klin customers in Jember Beauty Data used in this study is primary data. Data processing method uses path analysis method with the help of SPSS 24 analysis tool. The results of the study show that variable perceived quality and perceived value and customer satisfaction affect the formation of brand loyalty in J-Klin Beauty Jember customers either directly or indirectly Keywords: Perceived Quality, Perceived Value, Customer Satisfaction, Brand Loyalty

scholarly journals ANALISIS KUALITAS PELAYANAN JASA TERHADAP KEPUASAN PELANGGAN PADA CV. AHASS KABUL MOTOR KECAMATAN LEMBEYAN KABUPATEN MAGETAN

2016 ◽  
Vol 4 (1) ◽  
pp. 26
Author(s):  
Sudarmiani Sudarmiani ◽  
Yudha Allan Afri Fiyanto
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Quantitative Method ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Average Value ◽  
Quota Sampling

The study describes the quality of service, namely Tangible Responsiveness, Reliability (Reliability) and Assurance (Assurance) against Customer Satisfaction CV. AHASS Kabul Lembeyan Magetan Subdistrict motors. The method in this research is descriptive quantitative method while sampling technique in this research is quota sampling technique that customer in Kabul AHASS Lembeyan Magetan Subdistrict motorcycle that comes to CV. AHASS when distributing questionnaires were 30 respondents. Collecting data using questionnaires, documentation. Analysis of data using linear regression analysis. The results showed that the quality of service on the CV. AHASS Kabul Motor Magetan Subdistrict Lembeyan well. It can be seen from the results of the analysis with the amount of data as much as 30 customers results above the average value (62) as many as 17 customers or 57% below average, while as many as 13 or 43%. Customers CV. AHASS Kabul Motor Lembeyan Magetan satisfied with the services that have been received. It can be seen from the results of the analysis with the amount of data as much as 30 customers angketnya value customers results above average above average (42.90) as many as 18 or 60% of customers while below average as many as 12 customers or 40%.

scholarly journals Meningkatkan Kualitas Produk Pastry Di Anantara Seminyak Bali Resort Melalui Pengolahan Bahan Baku

2019 ◽  
Vol 2 (2) ◽  
pp. 110
Author(s):  
Luh Putu Sukawati ◽  
Ni Made Ary Widiastini ◽  
Putu Indah Rahmawati
Keyword(s):  
Data Collection ◽  
Food Quality ◽  
Raw Materials ◽  
Descriptive Analysis ◽  
Analysis Technique ◽  
Qualitative Descriptive ◽  
Resort Hotels ◽  
Resort Hotel ◽  
Collection Methods

Abstrak Penelitian ini bertujuan untuk mengetahui produk pastry yang di jual di hotel Anantara Seminyak Bali Resort dan strategi yang dilakukan dalam meningkatkan kualitas produk pastry di hotel Anantara Seminyak Bali Resort. Metode pengumpulan data yang digunakan adalah observasi, wawancara dan dokumentasi. Subjek dalam penelitian ini adalah Executive Sous Chef, Chef Pastry, Chef de Partie dan Staff Kitchen Anantara Seminyak Bali Resort. Objek penelitian ini adalah strategi dalam meningkatkan kualitas produk pastry di hotel Anantara Seminyak Bali Resort. Teknik analisis yang dipergunakan adalah deskriptif kualitatif. Hasil penelitian menunjukkan bahwa faktor yang mempengaruhi produk pastry yang dijual di hotel Anantara Seminyak Bali Resort adalah rendahnya penjualan produk pastry dan bahan baku untuk pembuatan kue. Strategi yang dilakukan dalam meningkatkan kualitas produk pastry di hotel Anantara Seminyak Bali Resort adalah membuat inovasi baru yang membuat keunikan di setiap penyajian, hygiene dan sanitasi, serta menjaga dan meningkatkan kualitas makanan. Kata Kunci: Produk pastry, Bahan baku, Kualitas produk Anantara Seminyak Bali Abstract This study aims to find out pastry products sold at Anantara Seminyak Bali Resort hotels and the strategy carried out in improving the quality of pastry products in Anantara Seminyak Bali Resort hotel. Data collection methods used are observation, interviews and documentation. The subjects in this study were the Sous Executive Chef, Pastry Chef, Chef de Partie and Kitchen Staff Anantara Seminyak Bali Resort. The object of this research is a strategy in improving the quality of pastry products at the Anantara Seminyak Bali Resort hotel. The analysis technique used is qualitative descriptive analysis. The results of the study indicate that the factors that influence the pastry products sold at the Anantara Seminyak Bali Resort hotels is low sales of pastry products and raw materials for making cake, the strategy carried out in improving the quality of pastry products at the Anantara Seminyak Bali Resort hotels is making new innovations which makes it unique in every presentation, hygiene and sanitation, and maintaining and improving food quality. Keywords: Pastry products, Raw materials, Product quality Anantara Seminyak Bali

scholarly journals Analisis Stimulus Pemasaran Produk Kopi terhadap Kepuasan dan Loyalitas Konsumen (Studi Kasus pada Kafe Semasa Semarang)

2021 ◽  
Vol 5 (3) ◽  
pp. 805-818
Author(s):  
Septia Permatasari ◽  
◽  
Edy Prasetyo ◽  
Siswanto Santoso
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Consumer Loyalty ◽  
Satisfaction Index ◽  
Quota Sampling ◽  
The Impact ◽  
Number Of Customers

The aims of the study are to (i) find out the impact of marketing stimulus on consumer satisfaction, (ii) find out the impact of marketing stimulus on consumer loyalty, (iii) find out the impact of marketing stimulus on consumer loyalty through customer satisfaction, and (iv) find out the level of consumer satisfaction at Semasa Cafe in Semarang. This research was conducted in March 2020. Semasa Cafe was chosen as a research location based on the consideration that Semasa Cafe has an outdoor café concept, the use of a small building in the corner of the shop, and does not have wifi facilities but still has a large number of customers. The number of samples was determined using 110 quota sampling with customers of Cafe Semasa as respondents, while the determination of samples was done using accidental sampling. Criteria for respondents are consumers who buy coffee products at Semasa Cafe with a minimum of three visits a month. Data collection is done by conducting interviews based on a questionnaire that has been prepared. Data were analyzed using path analysis, IPA (importance performance analysis) and (CSI) customer satisfaction index. This research find out that price variable, service quality variable, and also promotion variable have an influence on customer satisfaction. Quality of service variable, promotion variable, and customer satisfaction variable have impact customer loyalty. Service quality variable and promotion variabel has an influence on consumer loyalty through customer satisfaction of Semasa Cafe coffee products . Semasa Cafe consumer satisfaction level is 85.2% which means consumers are in the criteria of very satisfied.

scholarly journals Meningkatkan Kualitas Produk Pastry Di Anantara Seminyak Bali Resort Melalui Pengolahan Bahan Baku

2019 ◽  
Vol 2 (1) ◽  
pp. 30
Author(s):  
Luh Putu Sukawati ◽  
Ni Made Ary Widiastini ◽  
Putu Indah Rahmawati
Keyword(s):  
Data Collection ◽  
Food Quality ◽  
Raw Materials ◽  
Descriptive Analysis ◽  
Analysis Technique ◽  
Qualitative Descriptive ◽  
Resort Hotels ◽  
Resort Hotel ◽  
Collection Methods

Abstrak Penelitian ini bertujuan untuk mengetahui produk pastry yang di jual di hotel Anantara Seminyak Bali Resort dan strategi yang dilakukan dalam meningkatkan kualitas produk pastry di hotel Anantara Seminyak Bali Resort. Metode pengumpulan data yang digunakan adalah observasi, wawancara dan dokumentasi. Subjek dalam penelitian ini adalah Executive Sous Chef, Chef Pastry, Chef de Partie dan Staff Kitchen Anantara Seminyak Bali Resort. Objek penelitian ini adalah strategi dalam meningkatkan kualitas produk pastry di hotel Anantara Seminyak Bali Resort. Teknik analisis yang dipergunakan adalah deskriptif kualitatif. Hasil penelitian menunjukkan bahwa faktor yang mempengaruhi produk pastry yang dijual di hotel Anantara Seminyak Bali Resort adalah rendahnya penjualan produk pastry dan bahan baku untuk pembuatan kue. Strategi yang dilakukan dalam meningkatkan kualitas produk pastry di hotel Anantara Seminyak Bali Resort adalah membuat inovasi baru yang membuat keunikan di setiap penyajian, hygiene dan sanitasi, serta menjaga dan meningkatkan kualitas makanan. Kata Kunci: Produk pastry, Bahan baku, Kualitas produk Anantara Seminyak Bali Abstract This study aims to find out pastry products sold at Anantara Seminyak Bali Resort hotels and the strategy carried out in improving the quality of pastry products in Anantara Seminyak Bali Resort hotel. Data collection methods used are observation, interviews and documentation. The subjects in this study were the Sous Executive Chef, Pastry Chef, Chef de Partie and Kitchen Staff Anantara Seminyak Bali Resort. The object of this research is a strategy in improving the quality of pastry products at the Anantara Seminyak Bali Resort hotel. The analysis technique used is qualitative descriptive analysis. The results of the study indicate that the factors that influence the pastry products sold at the Anantara Seminyak Bali Resort hotels is low sales of pastry products and raw materials for making cake, the strategy carried out in improving the quality of pastry products at the Anantara Seminyak Bali Resort hotels is making new innovations which makes it unique in every presentation, hygiene and sanitation, and maintaining and improving food quality. Keywords: Pastry products, Raw materials, Product quality Anantara Seminyak Bali

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