scholarly journals The Role of Quality of Clothing Services on Customer Satisfaction in Convection CV. Surya Permata Surabaya

2019 ◽  
Author(s):  
Lailatul Hanifi Rahmah ◽  
Supari Muslim ◽  
Mein Kharnolis ◽  
Alfiatul Khasanah
Keyword(s):  
Customer Satisfaction

scholarly journals The Influence of Service Quality, Price, and Environment on Customer Loyalty in the Restaurant's Industry: The Mediating Role of Customer Satisfaction

2021 ◽  
Vol 7 (1) ◽  
pp. 143-154
Author(s):  
Danish Ali ◽  
Mohammad Alam ◽  
Hazrat Bilal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Association ◽  
Restaurant Industry ◽  
Capital City ◽  
Mediating Role ◽  
Service Fairness

The purpose of this research is to examine the influence of service quality (SQ), Price (P) and Restaurant Environment (RE) on customer loyalty (LOY), via the mediating role of customer satisfaction (SAT) in the context of the restaurant industry in the capital city of Pakistan (Islamabad). Five hundred questionnaires were distributed at various restaurants in a different location at Islamabad, and 385 were returned. Multiple Regression Analysis was used to test hypothesis relationships. The outcome of this research shows that SQ, Pand RE have a positive association with the SAT. In contrast, customer satisfaction also leads to customer loyalty. Moreover, customer satisfaction significantly mediates the association among SQ, P, RE, and customer loyalty. The restaurant operators need to consider that good quality of service, fairness in price, pleasant and attractive restaurant the environment can increase customer satisfaction, which often contributes to customer loyalty.

scholarly journals Effects Rahn, Ijaroh, Customer Satisfaction Through Quality of Service in. PT. Sharia Rural Bank Syarikat Madani

2018 ◽  
Vol 7 (2.29) ◽  
pp. 1026
Author(s):  
Chablullah Wibisono ◽  
Rahmad Budi Harto
Keyword(s):  
Customer Satisfaction ◽  
Banking Sector ◽  
Banking System ◽  
Path Coefficient ◽  
Test Results ◽  
Strategic Investment ◽  
The Public ◽  
Credit Financing

Community desire of a product needs the companion for business credit financing, disposal venture capital partners for micro s and macro businesses and banking sector needs to increase every year, so the role of the strategic investment partner is so decisive.  As the products business development, Since 1991 Islamic banking system has served the public with "Syariah" products. To achieve these objectives, the role of the corporate world become extremely important to give influences in society economy, so better services to achieve customer satisfaction in banking area is needed.The data in this research was conducted by spreading some questionnaires and taking the entire sample of 150 respondents of PT. SRB SayrikatMadani, and then the Data were tested by using Path analysis. The test results showed that the variable of Rhan (X1) Customer Satisfaction (Y) through Quality Services (X3) has path coefficient value 0554 t-count = 0223 while t-table 1661 (α = 0.05) and 2367 (α = 0, 01). It showed that the value of t-count <t table, it can be concluded that the path coefficient is not significant. Ijaroh (X2) The customer Satisfaction (Y) through Services Quality (X3) has path coefficient 0.315 t-count = 0.016 while t-table 1661 (α = 0.05) and 2367 (α = 0.01). in this case, t count <t table, it can be concluded that the path coefficient is not significant.  

scholarly journals The Role of Dedication-Based and Constraint-Based Mechanisms in Consumers’ Sustainable Outcomes in the Coffee Chain Industry

2018 ◽  
Author(s):  
Byoungsoo Kim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Physical Environment ◽  
Structural Equation ◽  
Switching Costs ◽  
Brand Image ◽  
Loyalty Programs ◽  
Equation Modeling

Given the increase in consumers&rsquo; preferences for coffee, it is becoming important to understand their decision-making processes in the coffee chain context. To deepen the understanding of sustainable outcomes in this context, this study investigates the role of dedication- and constraint-based mechanisms in forming consumers&rsquo; repurchase and positive word-of-mouth (WOM) intentions, two critical sustainable outcomes. We examined the effects of coffee quality, the quality of the physical environment, and service quality in accelerating the formation of dedication-based factors. Moreover, this study offers an in-depth understanding of the enablers of perceived switching costs. Data collected from 238 university students that frequently visit coffee chains are empirically tested against the proposed theoretical framework by using structural equation modeling. The results confirm that both dedication- and constraint-based factors substantially predict consumers&rsquo; sustainable outcomes in the coffee chain context. Brand image and perceived switching costs play an important role in enhancing consumers&rsquo; repurchase and positive WOM intentions compared with customer satisfaction. Coffee quality is significantly associated with both customer satisfaction and brand image, whereas the quality of the physical environment and service quality are only significantly associated with brand image. Habit is found to be the key enabler of perceived switching costs, while loyalty programs have no significant impact on perceived switching costs.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PUBLIK DENGAN KEPUASAN PUBLIK SEBAGAI VARIABEL INTERVENING: PERAN NILAI PELANGGAN SEBAGAI MODERASI

2019 ◽  
Vol 4 (3) ◽  
pp. 157-164
Author(s):  
Sefnedi Sefnedi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Birth Certificate ◽  
Hierarchical Regression ◽  
Research Population ◽  
The Relationship

This studyexamined the intervening effect of customer satisfaction on the relationship between service quality and customer loyalty and the role of customer value as moderating. The research population is all entire communities who received service quality of birth certificate issuance in the period of August-December 2014that accounted for 351customers and the numbers of usable samples were 187 customers.In order to test hypotheses, this study performs simple and hierarchical regression analyses. The results of analysis displayed that service quality positively influences customer satisfaction and customer loyalty, customer satisfaction was found to have positive effect on customer loyalty, customer satisfaction was proven as intervening variable on the relationship between service quality and customer loyalty, and customer value moderated the relationship between service quality and customer satisfaction. Keywords:Service Quality, Customer Satisfaction, Customer Value, and Customer Loyalty.

scholarly journals MODEL PELATIHAN SISWA PUTUS SEKOLAH STUDI KASUS PADA BALAI LATIHAN KERJA PROPINSI BENGKULU

2019 ◽  
Vol 12 (2) ◽  
pp. 40-50
Author(s):  
Syaiful Anwar AB
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Swot Analysis ◽  
Positive Impact ◽  
Observation Data ◽  
Good Service ◽  
Learning Space ◽  
Customer Satisfaction And Loyalty

The purpose of this research is to test the influence of the quality of service to the satisfaction of the training participants at Balai Latikan Kerja (BLK) in Bengkulu Province. The method used in this research is survey with interview approach to get observation data directly. The results of this study indicate that the role of instructors (HR) and methods greatly affect the success of trainees in the future. The positive impact of good service will increase customer satisfaction and loyalty as well as the desire to re-buy, which will increase the income received from the products sold. In order to compete, survive, and grow, the organization is required to be able to meet the needs and desires of customers by providing the best service and quality. Based on the strengths, weaknesses, opportunities and threats that may occur, then the biggest weakness is the quality of instructors and learning space into the greatest weakness.Keywords: service quality, satisfaction , SWOT analysis.

scholarly journals STUDENTS SATISFACTION TOWARD INDUSTRIAL TRAINING PLACEMENT SERVICES

2020 ◽  
Vol 2 (4) ◽  
pp. 01-18
Author(s):  
Zahari Mohamed ◽  
Samihah Saad Haji Ismail ◽  
Nizamuddin Zainuddin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Training Session ◽  
Strong Relationship ◽  
Industrial Training ◽  
Five Dimensions ◽  
The Individual ◽  
Students Satisfaction

This study was conducted to measure the effectiveness of quality management of industrial training management services by CUIC UUM. The study essentially utilizes the SERVQUAL service quality study model as a theoretical framework and the development of questionnaires. The questionnaires contained demographic information and 49 measurement items. Fieldwork was conducted from June 2014 to January 2015, i.e. the training session of the UUM’s student industry training or the respondents. The unit of analysis used is the individual, who is a UU CUIC customer. A total of 827 questions were analyzed. The results show that there is a strong relationship between the quality of service quality produced by CUIC UUM with the level of customer satisfaction. The five dimensions of service quality, namely reliability, assurance, empathy, sensitivity, and reliability as well as the role of marketing or promotion communication indicate the varying strengths of relationships in influencing customer satisfaction of service dominating organizations such as CUIC UUM.

scholarly journals THE ROLE OF E-SERVICE QUALITY TO CUSTOMER SATISFACTION AND LOYALTY

2020 ◽  
Author(s):  
fayola issalillah
Keyword(s):  
Consumer Behavior ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Smart Phone ◽  
The Internet ◽  
Advanced Technologies ◽  
Customer Satisfaction And Loyalty

The existence of the internet is followed by the development of various advanced technologies such as smartphones. A smartphone is a smart phone that is equipped with various convenience features for its users. Many aspects of life are affected by the development of the internet, one of which is consumer behavior. Consumer behavior is dynamic, meaning that consumer behavior is always changing and moving all the time, therefore when the Internet and technology continue to develop, consumer behavior also changes, including in terms of shopping. Customer satisfaction and loyalty depends on the quality of service provided by the company, in the online market we are more familiar with e-service quality is a new version of service quality that was developed to evaluate a service provided on the internet network. This study will examine the effect of e-service quality on customer satisfaction and loyalty by involving 276 respondents who frequently shop online. The analytical tool used is path analysis. From the findings of the study mentioned that e-service quality has a significant influence on customer satisfaction but e-service quality does not have a significant effect on customer loyalty. Keywords: e-service quality, customer satisfaction, loyalty

Investigating the effect of perceived quality of self-service banking on customer satisfaction

2020 ◽  
Vol 13 (2) ◽  
pp. 263-280 ◽  
Author(s):  
Alireza Pooya ◽  
Mehran Abed Khorasani ◽  
Simin Gholamian Ghouzhdi
Keyword(s):  
Customer Satisfaction ◽  
Perceived Value ◽  
Equation Modeling ◽  
Technology Readiness ◽  
Measurement Tool ◽  
Content Type ◽  
Self Service ◽  
Statistical Sample

Purpose This study aims to measure the effect of customers’ technology readiness and the quality of electronic services on customer satisfaction. Design/methodology/approach The statistical sample included 410 respondents from 24 branches of a private bank. The sampling method was questionnaire. Because of the structural and organizational similarity of private banks and the elimination of nuisance variables, a bank with the most branches and customers has been selected. To test the model, equation modeling was performed to test the hypotheses. Data were collected through a self-developed structured questionnaire, which served as the measurement tool as well. Findings The results of the study showed that technology readiness has a significant and positive effect on customer satisfaction through the quality of self-service. Moreover, the intermediate role of perceived value in this regard was confirmed; however, the role of trust was not confirmed. Originality/value Previous studies have considered technology readiness as an effective factor in the quality of self-service and customer satisfaction. In this study, apart from quality of service in self-service banking and customer satisfaction, two variables of trust and perceived value have been investigated. An attempt has also been made to address some questions, including “what the effect of customer technology readiness on perceived value of self-services as well as customer satisfaction is?” and “how it is possible to improve self-service quality in modern banking based on customer expectations?” or “what effects variables such as trust and perceived value have on customer satisfaction?” Having a glance at the studies done before, it can be understood that so far, there has been no study done using a mixture of these variables, yet societies’ demands for self-service operations grow day by day. It is, therefore, mandatory to study the prerequisites associated with any actions before one is taken. The paper contributes in the following way: trust and perceived value are added to the the study because of their role in customer satisfaction. In addition, for the first time, variables have been studied, which had never been under focus in any studies in developing countries before.

scholarly journals ANTESEDEN KEPUASAN PELANGGAN DAN DAMPAKNYA PADA NIAT PEMBELIAN ULANG

2018 ◽  
Vol 7 (4) ◽  
pp. 1892
Author(s):  
Zhafira Raihana ◽  
Putu Yudi Setiawan
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Repurchase Intention ◽  
Repurchase Intentions ◽  
Business Opportunity ◽  
Analysis Techniques

In this era, one of the business opportunity is cafe business. This study aims to explain the effect of store atmosphere, service quality, and customer satisfaction on repurchase intentions, and the role of customer satisfaction mediates the influence of store atmosphere and service quality on repurchase intentions. The research was conducted at The Night Market Cafe & Co Working in Denpasar, using 150 respondents and data analysis techniques in the form of Path Analysis. The results of this study indicate that the store atmosphere and service quality have a positive and significant impact on customer satisfaction. The atmosphere and quality of service have a positive and significant influence on repurchase intention. Customer satisfaction has a positive and significant impact on repurchase intentions. In addition, the results of this study also show that customer satisfaction is able to mediate the effect of store atmosphere and service quality on repurchase intention at The Night Market Cafe & Co Working. Keywords: shop atmosphere, service quality, customer satisfaction, repurchase intention

Sign in / Sign up

Export Citation Format

Share Document