scholarly journals Inspection of the Level of Effects of Service Quality to Customer Satisfaction in Retail Supermarkets

SIASAT ◽  
2020 ◽  
Vol 4 (1) ◽  
pp. 36-45
Author(s):  
Nguyen Thi Hang ◽  
Truong Thi Viet Phuong ◽  
Nguyen Thi Quynh Trang
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Profit Maximization ◽  
Affecting Factors ◽  
Goods And Services ◽  
Supermarket Industry ◽  
Fierce Competition ◽  
The Impact

For every business dealing in goods and services, especially in the field of sales, attracting more and more buyers will help increase sales, contributing to achieving the ultimate goal of the producer. profit maximization. Currently, retail supermarkets are facing fierce competition pressure among supermarket organizations: from the competition of existing supermarkets in the area, the chains of buffet goods, the shopping centers, the penetration of the "giants" in the domestic and foreign retail supermarket industry. In the context of consumers having more and more opportunities to choose shopping places and more and more requirements for service quality, especially, consumers when they come to supermarkets are not merely Buy the goods you need but also feel comfortable, feel your needs are best met. Therefore, when it comes to customer satisfaction with supermarkets, the issues that we need to pay attention to, from the quality of goods to the attitude of the staff, the promotions, as well as pay attention to customers' feelings about the service quality of the business, thereby taking measures to keep old customers, attract new customers ... All have certain effects on customer satisfaction in Supermarkets in general and at retail supermarkets in particular. This study uses exploratory factor analysis (EFA) and positive factor analysis (CFA) to test the scale of the influence of factors on customer satisfaction at the supermarket. The study has determined the scale of affecting factors including 7 components with 27 observed variables. The results of the study help to verify the qualitative statements about the impact of factors on customer satisfaction, thereby drawing conclusions and recommendations to help supermarkets promote points. strong as well as improve weak points to achieve the best service quality.

Inspection of the Level of Effects of Service Quality to Customer Satisfaction in Retail Supermarkets

SIASAT ◽  
2020 ◽  
Vol 5 (1) ◽  
pp. 36-46
Author(s):  
Nguyen Thi Hang ◽  
Pham Minh Dat ◽  
Nguyen Van Huan ◽  
Truong Thi Viet Phuong
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Profit Maximization ◽  
Affecting Factors ◽  
Goods And Services ◽  
Supermarket Industry ◽  
Fierce Competition ◽  
The Impact

For every business dealing in goods and services, especially in the field of sales, attracting more and more buyers will help increase sales, contributing to achieving the ultimate goal of the producer. Profit maximization. Currently, retail supermarkets are facing fierce competition pressure among supermarket organizations: from the competition of existing supermarkets in the area, the chains of buffet goods, the shopping centers, the penetration of the "giants" in the domestic and foreign retail supermarket industry. In the context of consumers having more and more opportunities to choose shopping places and more and more requirements for service quality, especially, consumers when they come to supermarkets are not merely Buy the goods you need but also feel comfortable, feel your needs are best met. Therefore, when it comes to customer satisfaction with supermarkets, the issues that we need to pay attention to, from the quality of goods to the attitude of the staff, the promotions, as well as pay attention to customers' feelings about the service quality of the business, thereby taking measures to keep old customers, attract new customers ... All have certain effects on customer satisfaction in Supermarkets in general and at retail supermarkets in particular. This study uses exploratory factor analysis (EFA) and positive factor analysis (CFA) to test the scale of the influence of factors on customer satisfaction at the supermarket. The study has determined the scale of affecting factors including 7 components with 27 observed variables. The results of the study help to verify the qualitative statements about the impact of factors on customer satisfaction, thereby drawing conclusions and recommendations to help supermarkets promote points. Strong as well as improve weak points to achieve the best service quality.

scholarly journals IMPACT OF SERVICE QUALITY, TRUST, AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN PT MEGA MANUNGGAL PROPERTY TBK

2019 ◽  
Vol 6 (1) ◽  
pp. 33-42
Author(s):  
Maria Anna Stefanie ◽  
Badikenita Sitepu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Primary Data ◽  
Distribution Method ◽  
Good Reputation ◽  
Customer Trust ◽  
The Impact

In order to compete, survive, and grow the company is required to provide a good quality services to meet the needs and desires of its customers. Companies must be able to maintain a good reputation in the eyes of its customers. A good quality services will tend to give more satisfaction to the customers who use the services of the company. With emphasis on good service it will build a long-term profitable relationships with customers while also achieving customer loyalty. Therefore, this study is aiming to determine the importance of the impact of service quality, trust and customer satisfaction at PT Mega Manunggal Tbk Property in an effort to improve customer loyalty which will affect the company's survival. A questionnaire distribution method chosen in this study is to collect primary data. Completed questionnaires designed and distributed or disseminated to all customers. SPSS for windows has been used to process the primary data.Thefindings showed that there is a significant relationship between service quality and customer loyalty, meaning that if the quality of service increases, customer loyalty will also increase.There is a significant influence between customer trust and customerloyalty,meaning that if the customer trust increases, customer loyalty will also increase.

ANALISA DAMPAK KEPUASAN PELANGGAN DALAM HUBUNGAN ANTARA ORIENTASI PELAYANAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN SALON MUSLIMAH

2021 ◽  
Vol 8 (3) ◽  
pp. 297
Author(s):  
Ibnu Jauzi ◽  
Ari Prasetyo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Orientation ◽  
Service Companies ◽  
The Impact ◽  
The Relationship ◽  
Pls Method

ABSTRAKLoyalitas pelanggan merupakan hal yang harus diutamakan perusahaan jasa dalam menjalankan bisnisnya. Tanpa adanya pelanggan yang loyal terhadap perusahaan maka sustainbility perusahaan tersebut akan terancam. Penelitian ini bertujuan untuk meneliti dampak orientasi pelayanan dan kualitas pelayanan terhadap loyalitas pelanggan melalui kepuasan pelanggan pada salon muslimah di Kota Kediri. Apakah dalam mencapai loyalitas pelanggan harus melalui kepuasan pelanggan atau tidak. Penelitian ini menggunakan pendekatan kuantitatif dengan metode SEM PLS. Pengujiannya dilakukan menggunakan aplikasi SmartPLS 3.0 dengan kategori responden yaitu pelanggan yang telah merasakan produk salon muslimah di Kota Kediri. Hasil penelitian menunjukkan adanya efek moderasi kepuasan pelanggan dalam hubungan orientasi dan kualitas pelayanan terhadap loyalitas pelanggan.Hal tersebut mengindikasikan bahwa orientasi dan kualitas pelayanan yang dilakukan oleh salon muslimah di Kota Kediri bisa dikategorikan baik sehingga membuat para pelanggannya menjadi loyal.Kata Kunci: Loyalitas Pelanggan, Orientasi Pelayanan, Kualitas Pelayanan, Kepuasan Pelanggan, Salon Muslimah. ABSTRACTCustomer loyalty is something that must be prioritized by service companies in running their business. Without customers who are loyal to the company, the company's sustainability will be threatened. This study aims to examine the impact of service orientation and service quality on customer loyalty through customer satisfaction at Muslimah salons in Kediri. Whether to achieve customer loyalty must go through customer satisfaction or not. This study uses a quantitative approach with the SEM PLS method. The test was carried out using the SmartPLS 3.0 application with the respondent category, namely customers who have experienced Muslim salon products in Kediri. The results showed that there was a moderating effect of customer satisfaction in the relationship between orientation and service quality on customer loyalty. This indicates that the orientation and quality of service carried out by muslimah salons in Kediri City can be categorized as good so that it makes its customers loyal.Keywords: Customer Loyalty, Service Orientation, Service Quality, Customer Satisfaction, Muslimah Salon.

scholarly journals Does Quality Matter? A Study on Customer Expectation in Motorcycle Repair Provider in Surabaya, Indonesia

2020 ◽  
Vol 76 ◽  
pp. 01006
Author(s):  
Dhyah Harjanti ◽  
Edbert Karlison Theodore ◽  
Shahzad Ali
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Quality ◽  
Service Providers ◽  
Positive Impact ◽  
Spare Part ◽  
Spare Parts ◽  
Repair Service ◽  
Fierce Competition ◽  
The Impact

Motorcycle has become a common vehicle in Indonesia due to its flexibility to drive around in various geographical terrain. The number of motorcycle purchases in Indonesia is increasing annually, along with the repair services and spare part selling. Abundant repair service providers create fierce competition among themselves, so many providers maintain their service quality in order to retain their customer. The aim of this research is to investigate the impact of service quality and relationship quality to customer satisfaction in motorcycle repair providers. This research is using the quantitative approach, in which the data are collected by questionnaires distributed to samples of populations. The population is the customers who have purchased repair services and spare parts for their motorcycle, and the number of samples is 100 respondents. The data are analyzed with a SmartPLS software, and the results show a positive significant impact from service quality to customer satisfaction, a positive significant impact from service quality to relationship quality, and a positive impact from relationship quality to customer satisfaction. Therefore, for the long term competitive advantage, motorcycle repair service providers have to consider their service quality and relationship quality to retain their customers.

ANALISIS FAKTOR KUALITAS PELAYANAN PADA RUMAH MAKAN XYZ JAKARTA

2018 ◽  
Vol 3 (1) ◽  
pp. 53-58
Author(s):  
Zulkifli Zainuddin
Keyword(s):  
Factor Analysis ◽  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Method ◽  
Time Range ◽  
Ability Factor ◽  
Convenience Sampling

This study aims to determine the influence of promotion and quality of service to customer satisfaction in Restaurant XYZ Jakarta. The population in this study is the visitors who visited the XYZ Tebet Restaurant period of December 17, 2017. Sampling will stop after the fulfillment of the time range for 5 days and obtained the number of samples of 35 respondents with convenience sampling method. The analysis test used in this research is factor analysis test. The results of this study indicate that the factors that are most able to explain the quality of service is a factor is the ability factor to help visitors. This factor consists of: (1) Physical facilities (3) Responsiveness, (4) Able to help (5) Friendly (6) Polite. The second factor is the waiter has a firm nature consisting of a firm attitude. Keywords: service quality

scholarly journals IMPACT OF SERVICE QUALITY OF LAND TRANSPORTATION ON CUSTOMER SATISFACTION AT JOHOR PORT LOGISTICS

2018 ◽  
Vol 1 (1) ◽  
pp. 7-13 ◽  
Author(s):  
NUR EMRAN BIN ZAKI
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Requirements ◽  
Transportation Services ◽  
Normality Test ◽  
Port Logistics ◽  
One Stop ◽  
The One ◽  
The Impact

This study is for the impact of service quality of land transportation on customer satisfaction at Johor Port Logistics. JP Logistics is the one-stop center for all logistics needs. It’s become a service provider. JP Logistics have the facilities to fulfill the customer requirements. The objective of this research is to identify the most influence of service on customer satisfaction on land transportation services at Johor Port Logistics Sdn Bhd and to categorized the strongest factor that customer needs from that service can be implemented o in this research The respondent of this study is the customer of JP Logistics Sdn Bhd. The population of this study is based on a demographic basis such as gender, age, marital status, education, and others. These studies just focus on customers in the Pasir Gudang area. In this study, researcher uses SPSS as the software to calculate the Normality Test, Frequencies Analysis and Correlation. Lastly, researchers also identify some recommendation in order to improve and full fill customer satisfaction in JP Logistics Sdn Bhd.

scholarly journals Service Quality and Customer Satisfaction: Variation in Customer Perception Across Demographic Profiles in Life Insurance Industry

2019 ◽  
Vol 8 (10) ◽  
pp. 3767-3775
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Life Insurance ◽  
Service Providers ◽  
Insurance Industry ◽  
Quality Of Services ◽  
Demographic Profiles ◽  
Life Insurance Industry ◽  
The Impact

There is a strong growth potential in the India’s Life Insurance Industry. The annual growth of the industry is estimated at 12 to 15 percent for the upcoming years. This study investigates the impact that service quality has on customer satisfaction in India’s Life Insurance Industry. Moreover, the study attempts to identify the variation in perception of service quality among respondents in relation to demographic profiles. The study also postulates the best approach to evaluate the quality of services in the life insurance industry through an indepth review of literature on the various model pertaining to the current times to measure service quality. The sample consist of policy holders who receive services from life insurance companies in Durg region, Chhattisgarh. The study employs the various attributes as stated in the SERVPERF model like tangibility, reliability, assurance/safety, empathy, responsiveness along with an additional component of technology to evaluate the perception of policy holders in relation to service quality. Results of the study confirms that quality of services has a significant impact on satisfaction of the customer in life insurance industry. Age and occupation are the two most important demographic variable, which have significant effect on the overall service quality perception. From a managerial perspective, the research work gives a better understanding of how customers assess the service quality and the parameters which the service providers need to take care of while delivering services.

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.

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 Customer satisfaction in the digital era: evidence from Islamic banking

2020 ◽  
Author(s):  
Ghazi zouari ◽  
Marwa Abdelhedi
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Five Dimensions ◽  
Islamic Bank ◽  
Digital Era ◽  
The Impact

Abstract PurposeBased upon an extended SERVQUAL model, this paper attempts to contribute to the Islamic banking literature by examining the impact of digitalization, as a service quality dimension, on customer satisfaction.Design/methodology/approachTwo dimensions, i.e. digitalization and compliance are added to the existing SERVQUAL model of five dimensions. Results are drawn from a self-completed survey of a convenience sample of 145 Tunisian Islamic bank customers for the year 2018. Factor analysis and regression analysis are used to determine factor structure and determine the impact of service quality dimensions, especially digitalization, on customer satisfaction in Islamic banking.FindingsThe factor analysis extracted five dimensions of service quality, i.e. confidence, compliance, digitalization, tangibles and human skills. The paper demonstrates a positive and significant relationship between the main dimensions of customer service quality and customer satisfaction, except for tangibles.Research limitations/implicationsAlthough the outcomes lend support to the extended SERVQUAL model, the results are derived based on a relatively small sample size in one country (Tunisia). This limits the generalizability of the study results. It might also be useful to enlarge the study sample and include a comparison between Islamic versus conventional banking about service quality and customer satisfaction.Managerial implications:To remain competitive, Tunisian Islamic banks need to pay attention to the way the services are delivered and not take it for granted that customers are only focusing on compliance. Dealing henceforth with Generation Y customers, they must persevere in bringing their customer service into the digital era.Originality/valueThis study is one of few which try to investigate the drivers of customer satisfaction for Islamic banks in a Digital Era. It reveals that although customers pay special attention to Sharia’ laws, the way services are delivered matters to them too. From now on, digital banking must appear among the Islamic bank features to stay relevant in the Digital Era.

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