Effect of Service Quality of Sports Climbing Gym on Customer Satisfaction, Customer Trust, and Intention to Exercise Adherence

2019 ◽  
Vol 28 (6) ◽  
pp. 483-497
Author(s):  
Sheng-Yen Lee ◽  
Rui Cong ◽  
Sa-Man Kim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Exercise Adherence ◽  
Intention To Exercise ◽  
Customer Trust

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.

scholarly journals The Effect of Service Quality on Customers’ Satisfaction of Inter-District Public Bus Companies in the Central Region of Sarawak, Malaysia

2021 ◽  
Vol 13 (2) ◽  
pp. 53
Author(s):  
Adler Hilary Laisak ◽  
Anita Rosli ◽  
Nurzalikha Sa’adi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Central Region ◽  
Business Success ◽  
For Profit ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Customer Trust

Service quality is a vital factor that influences customer satisfaction. For profit organizations such as public bus companies, high customer satisfaction is a sign for business success and the ability to create long-term relationships with their customers. This research is to assess the effects of service quality attributes on customers’ satisfaction towards service quality provided by inter-district public bus companies in the Central Region of Sarawak. The research adapted SERVQUAL model proposed by Parasuraman, Zeithaml and Berry (1988). A total of 400 respondents were obtained among inter-district public bus users through a convenient sampling method. The mean score for customers’ satisfaction was 2.24, which means the level of customer satisfaction towards the service quality of inter-district buses in the Central Region was low. Meanwhile, the result from the multiple regression analysis showed that service quality dimensions of empathy, assurance, and responsibility had significant effects on customers’ satisfaction. The inter-district public bus companies in the Central Region of Sarawak should improve their service quality by building and obtaining customer trust to keep existing customers and at the same time to attract potential customers. Good customers’ experience towards service and the power of word mouth are marketing tools to enhance business reputation relative to other competitors.

scholarly journals PERAN KEPERCAYAAN NASABAH DALAM MEMEDIASI PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH

2017 ◽  
Vol 7 (1) ◽  
pp. 192
Author(s):  
Ida Bagus Ngurah Satwika Purwa ◽  
I Gusti Agung Ketut Sri Ardani
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Level Of Service ◽  
Probability Sampling ◽  
Customer Trust ◽  
Number Of Customers

The purpose of this study is to determine the role of customer confidence in mediating the influence of service quality on customer satisfaction. This research was conducted at PT. Satwika Purwa Negara which is an independent marketing office of Prudential Indonesia. Number of customers served in PT. Satwika Purwa Negara reaches 8000 more customers. The number of samples taken is 100 people, using technique of non probability sampling with path as technique of data analysis. Based on the results of the analysis found that the quality of service significantly influence the belief customer at PT. Satwika Purwa Negara, the better the level of service quality, the higher the trust obtained by the customer. Customer confidence has a significant effect on customer satisfaction of PT. Satwika Purwa Negara, the higher the customer's trust, the more easily available customer satisfaction. Quality of service significantly influence customer satisfaction PT. Satwika Purwa Negara, the better the level of service provided then customer satisfaction can be created. Customer confidence is an intervening variable that connects service quality with customer satisfaction at PT. Satwika Purwa Negara.   Keywords: service quality, customer trust, customer satisfaction.

scholarly journals The Effect of Service Quality on Customer Satisfaction in an Automotive After-Sales Service

2021 ◽  
Vol 7 (2) ◽  
pp. 116
Author(s):  
Justine Roy Balinado ◽  
Yogi Tri Prasetyo ◽  
Michael Nayat Young ◽  
Satria Fadil Persada ◽  
Bobby Ardiansyah Miraja ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Automotive Industry ◽  
Structural Equation ◽  
Equation Modeling ◽  
Factors Affecting ◽  
Customer Expectations ◽  
Significant Relationships ◽  
Customer Trust

Assessment of service quality has been widely utilized in after-sales service, especially in the automotive industry. The purpose of the study was to determine factors affecting customer satisfaction in an automotive after-sales service at Toyota Dasmarinas-Cavite Philippines by utilizing the SERVQUAL approach. Several SERVQUAL dimensions such as tangibles, reliability, responsiveness, assurance, and empathy were analyzed simultaneously to the customer satisfaction. Structural equation modeling (SEM) indicated that among the five SERVQUAL dimensions, reliability and empathy were found to have significant relationships to the satisfaction of customers at Toyota Dasmarinas-Cavite Philippines. Interestingly, tangibles, responsiveness, and assurance were found to have no significant relationships to satisfaction. The servicing dealer must deliver a high quality of service to meet customer expectations and achieve high customer satisfaction, which subsequently builds customer trust towards the company. With these, customer retention and loyalty can be attained by the company that can also increase the company’s profit and competitive advantage.

scholarly journals PENGARUH PERSEPSI KUALITAS PELAYANAN E-COMMERCE TERHADAP KEPUASAN PELANGGAN, KEPERCAYAAN DAN LOYALITAS PADA PRODUK FASHION

2017 ◽  
Vol 14 (2) ◽  
pp. 67
Author(s):  
Oktania Setyaningsih
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Satisfaction ◽  
Future Studies ◽  
Order Tracking ◽  
Stage Order ◽  
Calculation Results ◽  
Customer Trust

<p><em>T</em><em>he specifics</em><em> </em><em>goal</em><em> of study are</em><em> namely to explain the influence of (1) Quality of Service Satisfaction, (2) Service Quality of the Trust, (3) Service Quality to Loyalty (4) Satisfaction to Loyalty, </em><em>and </em><em>(5) of the Loyalty Trust.</em><em> </em><em>The population in this study are all consumers who had conducted the transaction in Saqina.com. The number of respondents was used a sample of 250 respondents.</em></p><p><em>The population in this study are all consumers who had conducted the transaction in Saqina.com. The number of respondents was used a sample of 250 respondents. The results showed a significant effect of interaction between variables in the four effects, namely: (1) Quality of Service Satisfaction (CR = 5578), (2) Quality of Service Trust (CR = 5164), (3) Satisfaction to Loyalty (CR = 2009 ), (4) of the Loyalty Trust (CR = 2144), whereas no significant effect of the Service Quality to Loyalty (CR = -1766)</em><em>, calculation results also showed that the total effect of Trust is a mediating variable between Service Quality to Loyalty.</em><em></em></p><p><em>As for the stimulus to do the marketing, among others, are (1) </em><em>maintain a COD service to increase customer trust, (2) </em><em>optimize customer satisfaction through improved service, the information presented better organized so that consumers more easily and comfortably in the transaction, (</em><em>3</em><em>) Provide a stage 'order tracking' for customers, so customers can monitor the extent to which the development of product orders. For future studies are expected to (1) Develop more variables studied, (2) Perform the comparison e-commerce both in Indonesia and internationally.</em><strong><em></em></strong></p>

Service quality of sports centers and customer loyalty

2017 ◽  
Vol 29 (4) ◽  
pp. 870-879 ◽  
Author(s):  
Sheng Yen Lee
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Exercise Adherence ◽  
Equation Model ◽  
Content Type ◽  
Two Factors ◽  
Customer Trust ◽  
The Relationship

Purpose The purpose of this paper is to establish the effects of service quality of sports centers on customer loyalty and intention to adhere to exercise. Design/methodology/approach In total, 500 questionnaires were distributed to five sports centers located in the city of Seoul, of which 472 were returned and used in the data analysis. The collected data were subjected to frequency analysis, exploratory factor analysis, a reliability test, and structural equation model analysis using SPSS 21.0 and AMOS 18.0. Findings The results show that, first, service quality, comprising the two factors of the facilities of sports centers and instructors, positively influences customer loyalty. Second, the service quality of sports centers positively influences the intention to adhere to exercise, and, third, so does customer loyalty. Practical implications Management needs to make more efforts to strengthen service quality, comprising facilities and instructors, in order to increase customer loyalty, represented by the sense of closeness with and attachment of customers using sports centers, as well as to increase the need for exercise. Originality/value Previous studies on the service quality of sports centers have been limited to customer satisfaction, customer trust, reuse intention, recommendations to others, consumption behavior, and relationship commitment. Since the research on the direct relationship between service quality of sports centers and exercise adherence is still limited, this study provides data and implications relevant to the management of sports centers by investigating the relationship among service quality of sports centers, customer loyalty, and intention to adhere to exercise.

Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch

2020 ◽  
Vol 4 (3) ◽  
pp. First
Author(s):  
Tran Minh Hieu ◽  
Nguyen Duong Ngoc Mai Chi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Test Method ◽  
Quality Of Services ◽  
Factors Affecting ◽  
Factors Influencing ◽  
Alpha Reliability ◽  
Survey Results ◽  
Development Orientation

This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach's Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer's satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer's satisfactionon service quality.The analysis results show that there is no difference between customer's satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

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

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