PENGARUH E-SERVICE QUALITY, DAN KEPERCAYAAN ONLINE TERHADAP MINAT PEMBELIAN TOKO ONLINE DI TOKOPEDIA

ABSTRACT The aim of this study is to determine the influences of e-service quality, and online trust on the online buying interest in Tokopedia. The study use a method of quantitative approach, due to in this study frequently presented numbers, started from the data collection, data interpretation until the result of study. Based on the result of questionnaires, it indicate the quality of Website Design, Reliability, Security, and Customer Service in Tokopedia have positive influences on the online trust. The questionnaires result also indicates that the quality of Online Trust on the Purchase Intentions in Tokopedia has a good quality which is evidenced by the Repurchase Intentions among the consumers. Keywords: e-service quality, online trust, purchase intention, tokopedia

Download Full-text

Customers' Perception and Satisfaction towards E-Banking Service in Yemen and Its Quality

South Asian Journal of Social Studies and Economics ◽

10.9734/sajsse/2021/v12i430330 ◽

2021 ◽

pp. 232-241

Author(s):

Mohammed M. H. Qasabah ◽

Abbokar Siddiq

Keyword(s):

Service Quality ◽

Customer Service ◽

Descriptive Study ◽

Website Design ◽

Banking Services ◽

Customer Perception ◽

Banking Service ◽

Design Reliability ◽

Quantitative Descriptive

Providing quality e-banking services helps banks to achieve customer satisfaction, which in turn affects banks' overall financial performance. Therefore, there is need for banks to monitor the quality of the e-banking services they provide. The present study is a quantitative descriptive study intended to measure the level of customer perception and satisfactions towards e-banking service in Yemen and its quality (i.e, overall e-banking service quality as well as the quality of its dimensions: website design, reliability/fulfillment, privacy/security and customer service). The sample included 454 respondents drawn from the population of customers of Yemeni banks that provide e-banking service. The tool of data collection was questionnaire developed by the researchers. The study revealed that the level of customer perception and satisfactions towards e-banking service in Yemen was moderate, and the overall e-banking service quality as well as the quality of its dimensions (website design, reliability/fulfillment, privacy/security and customer service) was also moderate.

Download Full-text

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

Jurnal Ilmiah Binaniaga ◽

10.33062/jib.v4i2.210 ◽

2019 ◽

Vol 4 (2) ◽

pp. 34

Author(s):

Priyo Wismantoro ◽

Fika Dwiyanti

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Competitive Advantage ◽

Customer Service ◽

General Level ◽

Customer Focus ◽

Quality Improvements ◽

Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer. Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive. Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

Download Full-text

Pengaruh Kualitas Pelayanan Customer Service Terhadap Kepuasan Nasabah Pada Bank BJB Cabang Subang

ijd-demos ◽

10.31506/ijd.v1i2.16 ◽

2020 ◽

Vol 1 (2) ◽

Author(s):

Agus Dedi Subagja ◽

Hanifah Hanifah

Keyword(s):

Statistical Analysis ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Service ◽

Descriptive Analysis ◽

Total Sample ◽

High Level ◽

Statistical Analysis Methods ◽

Research Analysis

Kualitas pelayanan adalah totalitas fitur dan karakteristik produk atau jasa yang tergantung pada kemampuannya untuk memuaskan kebutuhan yang dinyatakan atau tersirat. Kepuasan pelanggan adalah tingkat perasaan seseorang setelah membandingkan kinerja (atau hasil) yang ia persepsikan dibandingkan dengan harapannya. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan customer service terhadap kepuasan nasabah dan menguji pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang. Penulis menggunakan pendekatan kuantitatif dengan metode analisis deskriptif dan analisis statistik. Populasi pada penelitian ini sebanyak 3.841, dengan jumlah sampel yang diambil sebanyak 100 orang. Sedangkan alat pengumpulan data yang digunakan adalah kuesioner. Hasil analisis penelitian menunjukkan pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang menunjukkan tingkat hubungan yang tinggi dengan kontribusi pengaruh yaitu sebesar 64,4% dan sisanya sebesar 35,4% dipengaruhi oleh faktor lain yang tidak diteliti.Service quality is the totality of features and characteristics of a product or service that depends on its ability to satisfy stated or implied needs. Customer satisfaction is the level of one's feelings after comparing the performance (or results) he perceives compared to his expectations. This study aims to analyze the quality of customer service service to customer satisfaction and examine the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB. The author uses a quantitative approach with descriptive analysis and statistical analysis methods. The population in this study was 5,240, with a total sample of 100 people. While the data collection tools used were questionnaires. The results of the research analysis showed the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB showed a high level of relationship with the contribution of influence that is equal to 64.4% and the remaining 35.4% is influenced by other factors not examined.

Download Full-text

PENGARUH KUALITAS PELAYANAN TERHADAP MINAT BELI PADA MASA PANDEMIK COVID-19 DI KANTIN YUANK KOTA BIMA

Jurnal Ilmiah Manajemen Ubhara ◽

10.31599/jmu.v3i2.934 ◽

2021 ◽

Vol 3 (2) ◽

pp. 204

Author(s):

Winda Winda ◽

Firmansyah Kusumayadi

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Hypothesis Testing ◽

Product Quality ◽

Purchase Intention ◽

Quantitative Methods ◽

T Test ◽

Primary Data ◽

P Value

Quality of service is one of the main activities carried out by Kantin Yuank in its efforts to develop and earn a profit. Therefore, this study aims to determine the effect of service quality on visitor buying interest during the Covid 19 pandemic at the Yuank Canteen in Bima City. The research method uses quantitative methods with primary data sources. The sample in this study was 96 respondents using non-probability sampling method with accidental sampling technique. The research was conducted by distributing questionnaires. Data analysis in this study includes: validity and reliability tests, simple linear regression, correlation coefficient, determination coefficient (R2) and hypothesis testing through t test. Hypothesis testing using the t test shows that the independent variable quality of service studied is proven to significantly affect the dependent variable consumer purchase interest with a p value of 0.000 less than 0.05 (0.000 <0.05). The Adjusted R Square is 0.251. This means that 25.1% of buying interest is influenced by service quality and the remaining 74.9% is caused by other factors not included in this study such as product quality, price, place and others. The results showed that service quality influenced purchase intention. Thus, by maintaining and improving product quality and service quality at the Yuank Canteen in Bima City, a positive visitor attitude will be formed which will affect the buying interest of visitors at the Yuank Canteen in Bima City.

Download Full-text

Peran E-Servqual Dalam Customer Engagement

EFISIENSI - KAJIAN ILMU ADMINISTRASI ◽

10.21831/efisiensi.v15i1.24484 ◽

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.

Download Full-text

The Influence of Price, Quality of Service and Promotions on Customer Satisfaction at Bu Rajab Resto Pancing and Cottage

KnE Social Sciences ◽

10.18502/kss.v5i5.8804 ◽

2021 ◽

Author(s):

Rabhi Fathan Muhammad ◽

Tina Melinda

Keyword(s):

Quality Of Service ◽

Data Analysis ◽

Linear Regression ◽

Data Collection ◽

Customer Satisfaction ◽

Service Quality ◽

Hypothesis Testing ◽

Positive Impact ◽

Collection Data

This study was conducted to analyze the influence of price (X1), service quality (X2) and promotions (X3) on customer satisfaction at Bu Rajab Resto Pancing and Cottage. The study used a quantitative approach and was conducted from March to June 2020. Purposive sampling was used. 120 people were included in the research and 97 people were selected as samples. Participants were customers of Bu Rajab Resto Pancing and Cottage who had visited at least 2 times. A questionnaire was used for data collection. Data analysis involved linear regression, hypothesis testing and classical assumption tests, using the SPSS program. Price and service quality had a significantly positive impact on customer satisfaction, but promotions did not. Keywords: price, service quality, promotion, customer satisfaction

Download Full-text

Prioritising SERVQUAL Dimensions to Improve Trade Show Performance

Event Management ◽

10.3727/152599521x16106577965116 ◽

2021 ◽

Author(s):

Dheeraj P. Sharma ◽

Shivendra K. Pandey ◽

Ashish K. Gupta ◽

Rajat Sharma

Keyword(s):

Service Quality ◽

Structural Equation Modelling ◽

Purchase Intention ◽

Structural Equation ◽

Relative Importance ◽

Ongoing Debate ◽

Trade Show ◽

Equation Modelling ◽

Trade Shows

The purpose of this paper is to examine the suitability of SERVQUAL for trade shows. Theobjective is to identify the significant SERVQUAL dimensions and their relative importance toincrease the purchase intention of visitors to a trade show. The study uses a survey of 400visitors to a big trade fair. Structural equation modelling was used to determine the relativeimportance of the dimensions. Results suggest that SERVQUAL is well suited for assessing theservice quality of trade shows. The tangibility and assurance are the two most significant factorsinfluencing the purchase intention of trade show visitors. Exhibitors should enhance tangibilityin trade shows by methods such as display of product or product prototypes, brochures, andscreens. Further, they should increase assurance by displaying medals and awards won, qualitycertifications achieved, testimonials of past satisfied consumers, and experienced salespeople atthe trade show counters. Trade show organisers should attract big brands for the exhibition toenhance assurance. The present study contributes to the ongoing debate on the relevance ofSERVQUAL in the trade show context. The study demonstrates that SERVQUAL is a decentmeasure to study service quality in trade shows even though the majority literature claimsotherwise. Further, the present research prioritises the SERVQUAL dimensions, helpingmanagers to design customer-oriented sales strategies.

Download Full-text

Rail-based Public Transport Service Quality and User Satisfaction – A Literature Review

PROMET - Traffic&Transportation ◽

10.7307/ptt.v32i3.3270 ◽

2020 ◽

Vol 32 (3) ◽

pp. 423-435 ◽

Cited By ~ 3

Author(s):

Ahmad Nazrul Hakimi Ibrahim ◽

Muhamad Nazri Borhan ◽

Nur Izzi Md. Yusoff ◽

Amiruddin Ismail

Keyword(s):

Service Quality ◽

Customer Service ◽

Public Transport ◽

User Satisfaction ◽

Traffic Congestion ◽

Information Quality ◽

Service Providers ◽

Delphi Approach ◽

Rail Travel

While rail-based public transport is clearly a more advanced and preferable alternative to driving and a way of overcoming traffic congestion and pollution problems, the rate of uptake for rail travel has remained stagnant as a result of various well-known issues such as that commuters either use a more reliable and comfortable alternative to get from A to B and/or that they are not satisfied with the quality of service provided. This study examined the factor of user satisfaction regarding rail-based public transport with the aim of discovering precisely what factors have a significant effect on the user satisfaction and uptake of rail travel. This was approached using both the Delphi approach and a thorough review of the current literature, focusing on a total of nine possible factors affecting passenger satisfaction with rail travel availability of service, accessibility of service, ticket or pass, punctuality, clarity of information, quality of customer service, comfort, safety, and image. Also discussed were 29 extra possible attributes and several measures that were implemented in various countries to increase the service quality. It was concluded that this review will provide valuable information for policymakers, researchers and service providers in terms of specifying the service factors most worth investigating if the quality of this crucial means of transport is to be raised.

Download Full-text