scholarly journals An Effect of Service Quality of Job Information site on Brand Image, Customer Satisfaction and Initial Trust

2017 ◽  
Vol 7 (3) ◽  
pp. 37-57
Author(s):  
조철호
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Initial Trust ◽  
Job Information

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’ 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’ 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’ sustainable outcomes in the coffee chain context. Brand image and perceived switching costs play an important role in enhancing consumers’ 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 LOYALITAS PELANGGAN PADA PERUSAHAAN FREIGHT FORWARDING

2017 ◽  
Vol 3 (3) ◽  
pp. 299
Author(s):  
Lidya Nurlita Sabatini ◽  
I Made Ardiana ◽  
Oce Prasetya
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Test Data ◽  
Customer Loyalty ◽  
Brand Image ◽  
Research Population ◽  
Freight Forwarding

The objective of this study  is to determine the influence of service quality and brand images to customer satisfaction and its impact on customer loyalty in PT Freight Solution Indonusa. The research population is all the customers export and import 200 customers. Number of sample is using Slovin formula 133 customers. The data obtained and collected through the instrument by a questionnaire using a Likert scale. The data, then analyzed using path analysis. The results of the calculation and the test data can be concluded that quality of service and brand image  influenced on customer satisfaction and  have an impact on customer loyalty. Therfore, the quality of service and a good brand image will create customer satisfaction and  enhance customer loyalty.

scholarly journals Measuring and Comparing the Desired and Actual Service Quality of Pakistan International Airline

2019 ◽  
pp. 484-490 ◽  
Author(s):  
Muhammad Farooq ◽  
Saeed Muhammad ◽  
Valliappan Raju ◽  
K. Ramanathan Kalimuthu ◽  
Abdul Qadir
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Quality Model ◽  
Essential Components ◽  
Significant Difference ◽  
Actual Service ◽  
Critical Components ◽  
International Airline

Service quality is a critical component in any company’s performance. Bad service creates a lousy brand image in the eyes of customers which is difficult to remove. Pakistan International Airline (PIA), a well-known airline in Pakistan is receiving criticism from its passenger’s regarding service quality. However, there are very few studies focusing on the improvement of service quality of PIA. In this research, the authors have identified the critical components of customer satisfaction with the help of Parasuraman service quality model. The authors have identified the desired and actual quality gap. The study concludes that reliability and empathy are the top most essential components of customer satisfaction. There is a significant difference in all desired and actual components of service quality. The components which PIA needs immediate improvement are its ability to provide dedicated services and better food quality during flight.

scholarly journals PENGARUH SERVICE QUALITY DAN CUSTOMER SATISFACTION TERHADAP WORD OF MOUTH DALAM UPAYA PENINGKATAN JUMLAH MAHASISWA BARU DI AMIK AL MA’SOEM JATINANGOR

2018 ◽  
Vol 1 (1) ◽  
pp. 1-19
Author(s):  
Faisal Rakhman
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Word Of Mouth ◽  
Brand Image ◽  
Primary Data ◽  
Test Results ◽  
Five Dimensions ◽  
New Students ◽  
Word Of Mouth Communication

This research aimed to analyze the influence of service quality and customer satisfaction on the word of mouth communication in an effort to increase the number of new students in AMIK Al Ma'soem Jatinangor using a model SerQual consisting of five dimensions. This research uses descriptive quantitative method. The research data was obtained from primary data by distributing questionnaires to students in AMIK Al Ma'soem and then processed with SPSS.The results showed that correlation is weak and there are not significant quality of service and customer satisfaction on the word of mouth communication in an effort to increase the number of new students in AMIK Al Ma'soem Jatinangor. F test results showed that the factors of service quality and customer satisfaction does not significant affect the word of mouth communication student AMIK Al Ma'soem Jatinangor to other people / prospective students.The R-square value obtained amounted to 0.102, or 10.2%, that meaning simultaneous service quality and customer satisfaction just contributes 10.2% to the effect on the word of mouth communication in AMIK Al Ma'soem Jatinangor students, while the rest (1-R²) of 89.8% is the amount of contributions made by other factors not examined.The study reveals that students expect comfortable classrooms, in other words clean, airy, and neatly arranged. Students also expect an increase in speed over the handling of complaints that arise and of course accompanied by appropriate solutions. And the management of AMIK Al Ma'soem Jatinangor must be improve and focus on other factors that allegedly could affect the number of new students who enroll, such as brand image, price and promotion.

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

2018 ◽  
Vol 10 (8) ◽  
pp. 2636 ◽  
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’ 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’ 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 were 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’ sustainable outcomes in the coffee chain context. Brand image and perceived switching costs play an important role in enhancing consumers’ 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 THE INFLUENCE OF BRAND IMAGE AND SERVICE QUALITY ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION IN. BOSOWA BERLIAN MOTORS IN THE CITY OF MAKASSAR

2020 ◽  
Vol 3 (4) ◽  
pp. 136-145
Author(s):  
Andi Nur Ichsan Alqadri ◽  
Abdul Rahman Kadir ◽  
Nuraeni Kadir
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Business World ◽  
Pls Analysis ◽  
The City

Today the competition in the business world is getting tighter, this is indicated by the number of competing companies that have sprung up that are engaged in the same type of business in capturing the market so that consumers buy the products offered and try to keep their customers so as not to turn to the same product from different companies. This study aims to analyze the effect of Brand Image and service quality on customer satisfaction, Brand Image and service quality on customer loyalty, the effect of customer satisfaction on customer loyalty, the influence of brand image and service quality on customer loyalty through customer satisfaction at PT. Bosowa Berlian Motor in Makassar city. To implement these objectives, data collection techniques are used through observation, questionnaires and documentation, using the Partial Least Square (PLS) analysis method. The results of the study found that brand image and service quality had a positive and significant effect on customer satisfaction. Brand image and service quality have a positive and significant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Customer satisfaction can partially mediate between brand image and service quality on customer loyalty. It can be indicated that the better the quality of service, the more satisfied the customer will be, thus impacting customer loyalty.

scholarly journals Impact of Service Quality of Low-Cost Carriers on Airline Image and Consumers’ Satisfaction and Loyalty during the COVID-19 Outbreak

2021 ◽  
Vol 19 (1) ◽  
pp. 83
Author(s):  
Thowayeb H. Hassan ◽  
Amany E. Salem
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Low Cost ◽  
Strategic Plans ◽  
Low Cost Carriers ◽  
Levels Of Service ◽  
The Impact ◽  
Customer Satisfaction And Loyalty

Low-cost carriers (LCCs) in Saudi Arabia operate in a competitive, highly demanding environment. Customer-related attributes may be influenced by the levels of service quality in a no-frills airline, which might impact satisfaction and loyalty. Given the unique traveler and market characteristics of the aviation sector in the kingdom, we sought to investigate the impact of service quality of LCCs on customer satisfaction and loyalty and the perceived airline image. A total of 299 passengers at two international airports were approached using a modified SERVQUAL scale. Results revealed that service quality was a significant predictor of customer satisfaction (β = 0.46, p < 0.0001), airline image (β = 0.55, p < 0.0001), and customer loyalty (β = 0.16, p = 0.006). The responsiveness dimension was the most important dimension of service quality, since it predicted all other constructs (satisfaction, loyalty, and brand image). Airline tangibles and reliability were independently associated with brand image and loyalty, respectively. Based on these results, LCCs should tailor future strategic plans that rely heavily on improving different service quality measures, particularly the responsiveness domain.

scholarly journals THE INFLUENCE OF PRICE AND SERVICE QUALITY OF BRAND IMAGE AND ITS IMPACT ON CUSTOMER SATISFACTION GOJEK (STUDENTS STUDY ON A STATE UNIVERSITY OF JAKARTA)

2015 ◽  
Vol 6 (2) ◽  
pp. 639
Author(s):  
Mohammad Rizan ◽  
Dahliana Yulianti ◽  
Rahmi Rahmi
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Brand Image ◽  
Sampling Techniques ◽  
State University ◽  
Confirmatory Factor

The purpose of the research are to: test empirically influence of price to brand image on customer satisfaction Gojek, test empirically influence of service quality to brand image on customer satisfaction Gojek, test empirically influence of price on customer satisfaction Gojek, test empirically influence of service quality on customer satisfaction Gojek, test empirically influence of brand image on customer satisfaction Gojek. This study used confirmatory factor analysis. The research was conducted in State University of Jakarta and used purposive sampling techniques, while the data collecting technique used questionaire, SPSS and SEM LISREL for data processing. The result shows a significant influence of price and service quality for brand image and its impact on customer satisfaction.   Keywords: price, service quality, brand image, customer satisfaction

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