scholarly journals Impact of E-Banking Service Quality on Customer Satisfaction

2020 ◽  
Vol 8 (5) ◽  
pp. 2296-2300
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Relative Strength ◽  
Primary Data ◽  
Interview Method ◽  
Banking Service ◽  
Quality Dimension ◽  
Multiple Regression Technique ◽  
The Impact

The main objective of this paper is to measure the impact of E-banking service quality on customer satisfaction. Primary data method is used to collect data by using the interview method over 504 respondents. The random sampling technique has been taken up for the survey by keeping due care for the availability and easiness of the customers. The Multiple regression technique has been employed to measure the effect to service quality dimension on the customer satisfaction. The paper examines the relative strength of each dimension affecting customer satisfaction. It has been found that the overall regression model has been a reasonable fit and there is a statistically significant association between service quality dimension and customer satisfaction.

scholarly journals An Empirical Study on Food and Beverage Service Quality and Customer Satisfaction in Star Graded Hotels in Dambulla

2020 ◽  
Vol 10 (6) ◽  
pp. 1-8
Author(s):  
Bandara WMAH ◽  
Dahanayake SNS
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Industry ◽  
Pearson Correlation ◽  
Sampling Technique ◽  
Tourism Industry ◽  
Primary Data ◽  
Success Factor ◽  
Food And Beverage ◽  
The Impact

The hotel industry is one of the integral constituents in the flourishing tourism industry and is extremely competitive. In this competitive arena, service quality has become a crucial success factor in maintaining hotel standards. A strong, sustainable, outstanding service industry requires good service quality standards.  However, due to the intangible nature of service products, measuring service quality is substantially challengeable than measuring the quality of physical products. Hence, this study attempts to investigate the impact of food and beverage service quality on customer satisfaction in the star graded hotels. Dambulla is one of the major tourist destinations in Sri Lanka, has been identified as the study area. A total of 150 foreign departure tourists who have visited three and above star graded hotels in the respective area were selected through a convenient sampling technique. A widely accepted SERVQUAL model was utilized to ascertain the findings. Primary data were collected through a self-administered structured questionnaire. Descriptive, frequency, Pearson correlation, and multiple regression analysis were conducted to analyze data using SPSS. The results reveal that there is a positive significant impact of tangibility, reliability, responsiveness, assurance of food and beverage service quality on customer satisfaction in the star graded hotels in Dambulla area. On the contrary, empathy shows that there is no impact on customer satisfaction. Moreover, tangibility is the most influential service quality attribute that affects customer satisfaction. Thus, the authorities must pay their attention towards improving the tangible evidence such as staff attires and appearance, aesthetic upkeep of interior and exterior, and provide reliable service for their guests with greater customer care.

The Impact Of E-Service Quality To Wards Customre Satisfaction On The User Of Internet Banking In PT. Bank Rakyat Indonesia Tbk (Persero)

2021 ◽  
Vol 2 (4) ◽  
pp. 1415-1422
Author(s):  
Deni Ardiansyah ◽  
Lies Handrijaningsih
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Internet Banking ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Banking Service ◽  
Electronic Service ◽  
The Impact

This research aims to analyze the impact of electronic service quality which consists of efficiency, fulfillment, reliability, privacy, responsiveness, contact, and compensation towards the customer satisfaction on the user of internet banking in PT Bank Rakyat Indonesia, Persero. Customer satisfaction is an urgent matter in banking and is one of the company duty to create that satisfaction out of every single service provided. The sample used in this research are respondents which are customers who use internet banking service from BRI. The data used in this research is primary data collected by conducting online questionnaires to 150 respondents. Analyzing technique used is validity, reliability, classical assumption, multiple linear regression, t, F, and the coefficient of determination test. The result shows that simultaneously, electronic service quality which consists of efficiency, fulfillment, reliability, privacy, responsiveness, contact, and compensation do have an impact towards customer satisfaction on the user of internet banking service of BRI. The finding on partial test shows that efficiency, fulfillment, contact and compensation has an impact towards customer satisfaction whereas reliability, privacy, and responsiveness do not.  

scholarly journals The Influence of Product Quality, Service Quality and Personal Selling on Customer Satisfaction and the Impact on Customer Word of Mouth in PT.XYZ Balaraja Branch

2020 ◽  
Vol 5 (8) ◽  
pp. 760-769
Author(s):  
Salomo Roy Freddy ◽  
Zulfitri . ◽  
Dudi Permana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Word Of Mouth ◽  
Research Result ◽  
Personal Selling ◽  
Sampling Technique ◽  
Primary Data ◽  
Quality Service ◽  
The Impact

This research aims to find out the effect of product quality, service quality and personal selling on customer satisfaction and its impact towards word of mouth communication on PT.XYZ customers. This research is a quantitative research with the sampling technique used is non random sampling technique. The population level determined in this study consists of customers from PT.XYZ branch Balaraja who actively transact at least 3 times the period range until 2019. The research data is primary data from questionnaire given to 165 respondents and secondary data from company data. Analysis method of this research is Structural Equation Modelling with software LISREL 8.8. Research result shows that product quality, service quality, and personal selling have a positive and significant effect on customer satisfaction, and customer satisfaction have a positive and significant effect on word of mouth. Product quality, service quality, and personal selling have a positive and significant effect on word of mouth. Product quality is the strongest influence on customer satisfaction. Personal selling is the strongest influence on word of mouth

scholarly journals Customer Satisfaction and Customer Loyalty: Leading Super Markets in Jaffna District, Sri Lanka

2017 ◽  
Vol 8 (2) ◽  
pp. 67
Author(s):  
Kumaradeepan V. ◽  
Pathmini, M G S
Keyword(s):  
Social Sciences ◽  
Regression Analysis ◽  
Sri Lanka ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Quantitative Method ◽  
Sampling Technique ◽  
Primary Data ◽  
The Impact

The topic of the research is Customer Satisfaction (CS) and Customer Loyalty (CL); special reference to the leading supermarkets in Jaffna. The objective of the research is to identify the impact of Customer Satisfaction on Customer Loyalty of leading Supermarkets in Jaffna, Sri Lanka. The research is simply deductive approach to find out the impact between Customer satisfaction and Customer loyalty. Quantitative method is available based on primary data. At present there are 08 numbers of supermarkets functioning in Jaffna district and popular three were selected. Random sampling technique is used to collect the data from customers of supermarkets in selected area. The analysis is carried out using a sample of 240 customers in Jaffna and only 218 were taken to analyze. ‘Statistical Package for Social Sciences’ (SPSS) 22.0 version was used in order to analyze the data. Correlation was used to find the connection between Customer Satisfaction and Customer Loyalty. Also Regression analysis is used to predict the value of a variable based on the value of two or more other variables. Also found that about 40 percent connection between Customer Satisfaction and Customer Loyalty and also found around 16% affect by Customer satisfaction to Customer loyalty.

scholarly journals ANALISIS KUALITAS PELAYANAN DENGAN MENGGUNAKAN METODE FUZZY-SERVQUAL PADA KANTOR POS PUSAT KOTA PADANG

Jurnal Ecogen ◽  
2019 ◽  
Vol 2 (1) ◽  
pp. 18
Author(s):  
Widia Afriyuni ◽  
Rahmiati Rahmiati ◽  
Muthia Roza Linda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Total Sample ◽  
Primary Data ◽  
Post Office ◽  
City Center ◽  
A Value ◽  
Analysis Technique

This study aims to analyze: (1) The level of customer satisfaction with the quality provided by the Padang City Center Post Office (2) Service attributes that need to be improved in service quality at the Padang City Center Post Office so as to improve customer satisfaction (3) Quality dimensions services that have the greatest influence on customer satisfaction at the Padang City Center Post Office. The population of this research is the Post Office customers with unknown number of respondents. The sampling technique of this study was accidental sampling technique with a total sample of 100 people. The data used is primary data. The data analysis technique uses the fuzzy-servqual method using Microsoft Excel software. The results showed that: (1) The level of consumer satisfaction is low because the overall servqual (gap) value is negative, namely -0.75 (2) There are 17 attributes that need to be improved from the 22 attributes that are tested to improve the quality of service at the Post Office Padang City Center (3) Dimensions of service quality with the biggest gap is the dimension of responsiveness with a value of -1.32.Keywords: Service Quality, fuzzy-servqual, customer satisfaction

scholarly journals Anteseden Kepuasan Pelanggan terhadap Niat Beli Ulang

Telaah Bisnis ◽  
2021 ◽  
Vol 21 (1) ◽  
pp. 31
Author(s):  
Shafira Fitri Cahyaning Ratri ◽  
Anas Hidayat
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Sem Analysis ◽  
Perceived Usefulness ◽  
Primary Data ◽  
Repurchase Intention ◽  
Repurchase Intentions ◽  
Program Data

This study aims to analyze the antecedents of repurchase intention on Apples smartphones. The population used in this study is the Indonesian people. While the sample taken from this study was 250 respondents. The data used in this research is primary data via google form which is distributed online through social media. The sampling technique used in this study was Convienence Sampling. The data were processed by SEM analysis using the AMOS program. Data variables used in this study consisted of variables of service quality, perceived usefulness, customer satisfaction and repurchase intention. The results of the data analysis conducted indicate that there is a positive and significant influence on service quality variables on perceived usefulness, service quality on customer satisfaction, service quality on repurchase intentions, perceived usefulness on customer satisfaction, perceived usefulness on repurchase intentions and satisfaction. customers against repurchase intentions.

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 KUALITAS PRODUK DAN KUALITAS PELANAN SEBAGAI ANTASEDEN KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN (Studi Pada Pelanggan Waroeng Spesial Sambal “SS” Cabang Veteran Yogyakarta)

2020 ◽  
Vol 9 (1) ◽  
pp. 14
Author(s):  
Alo Rahmawati Mulyana ◽  
Hendro Setyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Customer's Loyalty ◽  
The City

 The aim of study is to  analyze about effect  product  quality  and  service  quality  on customer’s satisfaction to build customer’s loyalty at Waroeng Spesial Sambal “SS” in the branch of Veteran Yogyakarta. Population in this study are all consumers who make  purchases at Waroeng Spesial Sambal “SS” the branch in the  branch of Veteran Yogyakarta. While the sample  in  this  study  is a portion of consumers who have  made  purchases at least twice in the past year. The sampling technique uses purposive sampling. The data  used in this study is primary data. The number  of studies  in  this  study were  sixty  samples  in  the  city of Yogyakarta which  were processed  using  multiple linear regression  analysis  and mediation analysis  using SPSS 20 for windows. The results of the analysis in this study are: product quality dosen’t have a significant effect on customer satisfaction,  service quality has a significant effect on customer satisfaction, customer satisfaction doesn’t have a significant effect on customer loyalty, product quality  dosen’t  have a significant  effect on  customer loyalty and service quality has a significant effect on customer loyalty of the two independentvariables dosen’t indicate a mediating  relationship  with  customer  satisfaction as a mediator variable.

scholarly journals ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN (Studi Kasus Pada Konsumen Industry/ Toko Bakery di Kota Bengkulu)

2019 ◽  
Vol 13 (1) ◽  
pp. 71-85
Author(s):  
Herry Nofrianda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Quality Service ◽  
Descriptive Research

Abstract: The objective of this research is to analyze the effect of product quality, service quality and price toward customer satisfaction on industry/ bakery shop in the Bengkulu city. This study is a descriptive research which aims to clarify the relationship or influence that exist between the variables studied. The type of data used a primary data that is collected from questionnaires. Respondents of this study is the customer industry/ bakery shop in Bengkulu city as many 2400 people were taken with the judgemental (purposive sampling) technique. The methods of data analysis used are descriptive analysis by using the mean, frequency distribution table and multiple linear regression analysis.  Based on the analysis, the result that the simultaneously product quality, service quality, and price is significantly impact on customer satisfaction industry/bakery shop in the Bengkulu city. The next in partial product quality and service quality is positively and significantly impact on customer satisfaction industry/bakery shop in the Bengkulu city, while the price is negative and significantly impact on customer satisfaction industry/ bakery shop in the Bengkulu city.Keyword: service, quality, satisfaction, bakery. 

scholarly journals Exploring the Factors affecting service quality of Zain Mobile subscribers in Albaha, Saudi Arabia

2019 ◽  
Vol 8 (11) ◽  
pp. 2400-2405 ◽  
Keyword(s):  
Saudi Arabia ◽  
Service Quality ◽  
Sampling Technique ◽  
Sem Analysis ◽  
Structural Equations ◽  
Primary Data ◽  
Physical Aspect ◽  
Quality Factors ◽  
Retail Service ◽  
The Impact

This study examines different service quality factors that may influence customer satisfaction towards Zain Company in Saudi Arabia. Moreover, this research tries to know the impact of these elements on SQ. Retail Service Quality Scale (RSQS) was used to collect primary data. The sample was collected by implying quota sampling technique. A sample of 970 questionnaires were filled by the Zain mobile subscribers’ in Albaha region. Out of all the received questionnaires, 891 completely filled questionnaires were finally included for the study. AMOS software was used to investigate the data using Structural Equations Modelling (SEM) analysis. It was found that three factors significantly impact SQ. these factors firstly Physical Aspect, then Problem solving and lastly Policy. Whereas two factors namely Reliability and second Personal interactions were found to be highly insignificant factor. This nonconformity of results occurred may be because of the social limitations in Saudi Arabia. Therefore there is a necessity to further examine as to why subscribers in Albaha region are less concerned in socialising and communicate with the retailer.

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