scholarly journals The Effect of Service Quality on Satisfaction and Impact on Loyalty User Transportation Service CV Sempati Star Medan-Banda Aceh

2018 ◽  
Author(s):  
Finta Aramita ◽  
Endang Sulistya Rini ◽  
Beby Karina Fawzeea Sembiring
Keyword(s):  
Service Quality ◽  
Transportation Service ◽  
Banda Aceh

scholarly journals Determinants of satisfaction with campus transportation services: Implications for service quality

2016 ◽  
Vol 10 (1) ◽  
Author(s):  
Felix Charbatzadeh ◽  
Udechukwu Ojiako ◽  
Maxwell Chipulu ◽  
Alasdair Marshall
Keyword(s):  
Service Quality ◽  
Public Transportation ◽  
Critical Element ◽  
Financial Loss ◽  
Transportation Services ◽  
Transportation Service ◽  
Service Engagement ◽  
Managerial Attention ◽  
Determinants Of Satisfaction ◽  
Bus Transportation

Background: In a number of countries, buses are a critical element of public transportation, providing the most inclusive and sustainable mode of transportation to all forms of citizenry, including staff and students of universities.Objectives: The study examines the determinants of satisfaction with campus bus transportation. The article is primarily discursive and based on the synthesis of existing service literature supported by data obtained from a survey of 847 respondents.Method: Structural equation modelling is undertaken using AMOS 19, allowing for the examination of compound relationships between service engagement variables.Results: Results show statistically significant differences between perceived service quality and travel routes. The authors argue that managerial attention to service user experiences does not only hold the key to ongoing competitive success in campus transportation services but also that those services can be significantly enriched through greater managerial attention to the interface between risk of financial loss (which increases when the campus bus transportation service provider becomes less able to compete) and service quality.Conclusion: The authors argue that if providers of campus bus transportation services are to rise to their service delivery challenges and also maintain or improve upon their market positions, they must conceptualise their services in a manner that takes into consideration the two-way interrelationship between risk of financial loss and service quality. It must also be noted that, although this study may have relevance for firm–firm scenarios, its focus is primarily on service supplier firm–customer service engagements.Keywords: Modelling; Transportation; Service

PERSEPSI PENGGUNA JASA PENERBANGAN TERHADAP PELAYANAN MASKAPAI PENERBANGAN GARUDA INDONESIA DI KOTA BANDA ACEH

2014 ◽  
Vol 2 (1) ◽  
Author(s):  
Nadiya
Keyword(s):  
Service Quality ◽  
Key Words ◽  
Sampling Technique ◽  
T Test ◽  
Purposive Sampling ◽  
Good Assessment ◽  
The Difference ◽  
Differentiation Test ◽  
Banda Aceh

To determined whether the service quality of aviation is good can be seen from the ability of the service in achieving the expectation of the customer. This study aims to identify the difference between the expected service and the reality perceived by the customer in relation to the service of Garuda Indonesia airlines in Banda Aceh City.            This study used 99 customers of Garuda Indonesia Airline as the sample which is drawn by applying purposive sampling technique. Data was gathered by using questionnaire and analysis by using statistic tool, average differentiation test (t-test).            The result of statistic test shows t value is greater than the value of t-table. Thus, Ha is accepted while Ho is rejected which means there is average differentiation between the expected service and the perceived service of Garuda Indonesia’s customer            Generally, the customer has relatively good assessment towards the quality of Garuda Indonesia airlines. However, they still hope for better service in order to remains the gap between the expectation and the perceived service. Therefore, it is demanded for the management of Garuda Airlines to improve their provided service quality. Key words: User percepcion, Airline Service and Garuda Indonesia Banda Aceh  

scholarly journals Exploring inbound tourists experience in Beijing, China: an online deductive approach

2019 ◽  
Vol 5 (3) ◽  
pp. 443-450
Author(s):  
Yu Liu ◽  
Bingjie Liu-Lastres ◽  
Qiuju Wang ◽  
Yao-Yi Fu
Keyword(s):  
Service Quality ◽  
Design Methodology ◽  
Tourism Research ◽  
Content Type ◽  
City Tourism ◽  
Transportation Service ◽  
The Relationship ◽  
The City ◽  
Beijing China ◽  
Practical Implications

Purpose Beijing is becoming one of the top global destinations but the number of international tourists to the city has been declining recently. By analyzing inbound tourists experience in Beijing and identifying the relationship between the destination attributes and satisfaction, the purpose of this paper is to provide important insights into city tourism research and city destination development. Design/methodology/approach This study used an online deductive approach and collected 1,254 reviews on TripAdvisor referencing major attractions in Beijing. This study used the Leximancer software to analyze the content of the reviews and to identify the underlying relationships. Findings The results showed that international tourists’ experience in Beijing can be reflected via five aspects: attractions, city, transportation, service and people. The results further indicated that the major concern of international tourists visiting Beijing related to the service quality on site. Originality/value This study explored inbound tourists experience in Beijing using an online deductive approach. Practical implications were provided with respect to improving international tourists experience in Beijing and enhancing their satisfaction and revisiting intentions.

scholarly journals Pengaruh harga dan kualitas pelayanan terhadap kepuasan pelanggan maskapai penerbangan Batik Air Banda Aceh

2020 ◽  
Vol 9 (1) ◽  
Author(s):  
Yahya - Yahya ◽  
Zenitha - Maulida ◽  
Yusra - Yusra ◽  
Lidya - Makmur
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Confidence Level ◽  
T Test ◽  
Satisfaction Level ◽  
F Test ◽  
Independent Variable ◽  
Banda Aceh

The aim of this study is to investigate the influence of price and service quality toward the customer satisfaction of Batik Air Banda Aceh. 96 respondents of this study are collected through a questionnaire. The hypothesis was tested using multiple linear regression, F-test, and t-test, to know simultaneously and partially the influence of independent variable toward the dependent variable at a 95% confidence level (α = 0.05). The result, based on the t-test and partial test, shows that price and service quality influence the customer satisfaction level of Batik Air in Banda Aceh. Implication and suggestion also discussed in this study.

scholarly journals Pengaruh Minat Masyarakat Aceh terhadap Keputusan Memilih Produk Perbankan Syariah di Kota Banda Aceh

2016 ◽  
Vol 2 (1) ◽  
pp. 14-28
Author(s):  
Rahmah Yulianti
Keyword(s):  
Service Quality ◽  
Influential Factors ◽  
Reliability Test ◽  
Validity And Reliability ◽  
Religious Motivation ◽  
Islamic Bank ◽  
Banda Aceh

The objective of this study is to examine the influence the decision to select product Islamic bank, they were because, religious motivation, and service quality. The data were collected by questionnaire as the instrument. The questionnaires were distributed to 100 respondents as the active customers of sharia bank in Banda Aceh. The data were analyzed by validity and reliability test to evaluate the questionnaire and by linier regression to evaluate the influential factors of those variables. The result showed that religious motives and service quality positively influenced the decision to choose product Islamic Bank.The objective of this study is to examine the influence the decision to select product Islamic bank, they were because, religious motivation, and service quality. The data were collected by questionnaire as the instrument. The questionnaires were distributed to 100 respondents as the active customers of sharia bank in Banda Aceh. The data were analyzed by validity and reliability test to evaluate the questionnaire and by linier regression to evaluate the influential factors of those variables. The result showed that religious motives and service quality positively influenced the decision to choose product Islamic Bank.

scholarly journals Pengaruh Kualitas Pelayanan dan Harga Terhadap Loyalitas Pelanggan Grab Semarang

2019 ◽  
Vol 10 (1) ◽  
pp. 46-53
Author(s):  
Rini Sugiarsih Duki Saputri
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Survey Method ◽  
Transportation Services ◽  
The Public ◽  
Human Needs ◽  
Transportation Service ◽  
Private Transportation

Online transportation services that currently operate in big cities get human needs wherever and whenever. The emergence of online transportation options has made people switch from conventional transportation to online transportation. This makes entrepreneurs create a variety of online transportation services in order to meet the needs of the community and satisfy customers. Online transportation customers are increasing at this time supported by the brand image of the transportation used so it gives the impression when using it like using private transportation. Determination of affordable online transportation service tariffs with the convenience of the services provided makes this service increasingly loved by the public. This study aims to determine the effect of each independent variable namely service quality and price on the dependent variable of customer loyalty. By taking respondents by purposive sampling 50 Grab online transportation users in the Masters of Communication Studies UNDIP Semarang with a minimum of three times using Grab transportation. Data collection was carried out by survey method using multiple linear regression analysis through SPSS software. The results show that service quality and price affect customer loyalty.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA JASA TRANSPORTASI OJEK ONLINE (Studi Kasus Pada Konsumen Gojek Malang)

2018 ◽  
Vol 12 (1) ◽  
pp. 54
Author(s):  
Dwi Danesty Deccasari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Sampling Technique ◽  
Five Dimensions ◽  
Transportation Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Improve Service Quality

The purpose of this research is to analyze the extent of Customer Satisfaction variables are able to improve Service Quality significantly to Customer Loyalty to consumers in Malang. The population in this study are customers who have used online transportation service Gojek in Malang. The sampling technique used in the research is using non probabilitysampling method with sampling method that used is accidental sampling. From the result of path analysis in the above table, it can be concluded that the influence of the service quality on customer satisfaction (Y1) of 79.5%. This means that from the five dimensions of service quality, dimensions that further affect customer satisfaction is the dimension of reliability, responsiveness, and empathy.Based on the result of determination test (R²) = 0,722 known that variable of service quality and customer satisfaction variable able to contribute 72.2% to customer loyalty.

scholarly journals PENGARUH SERVICE QUALITY DAN CUSTOMER TRUST TERHADAP CUSTOMER SATISFACTION SERTA DAMPAKNYA PADA CUSTOMER LOYALTY PERBANKAN SYARIAH

2019 ◽  
Author(s):  
Zahriatul Aini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Trust ◽  
Banda Aceh

Tujuan penelitian ini adalah untuk mengetahui: (1) tentang service quality,customertrust,customer satisfactiondancustomer loyaltypada Bank Syariah di Kota Banda Aceh (2) pengaruh service quality terhadap customer satisfaction, (3) pengaruh customertrust terhadap customer satisfaction (4) pengaruh service quality terhadap customer loyalty(5) pengaruh customertrust terhadap customer loyalty, (6) pengaruh customer satisfactionterhadap customer loyaltydan (7) terdapat pengaruh tidak langsung service quality dan customertrust terhadap customer loyaltymelaluicustomer satisfactionnasabah pada Bank Syariah di Kota Banda Aceh. Penelitian ini dilakukan pada Bank Syariah di Kota Banda Aceh. Adapun yang menjadi objek penelitian ini adalah service quality dan customer trust,customer satisfactiondancustomerloyaltyBank Syariah di Kota Banda Aceh.Hasil penelitian menunjukkan bahwa service quality, custumer trust, customer satisfaction dan customer loyalty pada Bank Syariah di Kota Banda Aceh sudah relatif baik, service qualitymempunyai berpengaruh terhadap customer satisfaction, custumer trust berpengaruh terhadap customer satisfaction, service quality berpengaruh terhadap customer loyalty, custumer trust berpengaruh signifikan terhadap customer loyalty dan terdapat pengaruh customer satisfactionterhadap customer loyalty serta terdapat pengaruh direct dan indirectservice quality, custumer trust terhadap customer satisfaction dan berdampak terhadapcustomer loyalty pada Bank Syariah di Kota Banda Aceh.

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