scholarly journals How Service Quality Affects Customer Satisfaction: A Study of Malaysian Electric Train Service (ETS)

2020 ◽  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Negative Correlation ◽  
Statistical Technique ◽  
Northern Region ◽  
Future Research ◽  
Research Needs ◽  
Causal Relationships ◽  
Five Dimensions ◽  
Electric Train

Service quality played an important role and it affected to the customer satisfaction. Service quality has become a distinct and important aspect of the product and service Offerings. In this study, we investigated the effects of service quality on customer satisfaction in electric train service (ETS) industry Malaysia, focusing on the five dimensions in service quality which is tangible, responsiveness, assurance, reliability and empathy. Questionnaires were used to collect the data from ETS passengers at northern region Malaysia KTMB station. The hypotheses on the causal relationships among service quality and customer satisfaction were tested by using IBM SPSS Statistics version 23 statistical technique. The results show negative correlation between the customer satisfaction and five dimensions in service quality. This study helps ETS to know about their customer’s satisfaction and can help them improve their service quality. Future research needs to be done to investigate in details about this study. Keywords: Service Quality, Customer Satisfaction, Electric Train Service (ETS), Malaysia.

scholarly journals Service Quality on Electric Train Services (ETS) in Kuala Lumpur Malaysia

2020 ◽  
pp. 1-6
Author(s):  
Sulaiman Abdullahi Bambale ◽  
Ibrahim Abdul malik ◽  
Kaltume Mohammed Kamselen
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Future Research ◽  
Research Needs ◽  
Business Service ◽  
Kuala Lumpur ◽  
Five Dimensions ◽  
Train Station ◽  
Train Services ◽  
Electric Train

Service quality has been seen to play an important role and it also affect the customer satisfaction in Business. Service quality has become a distinct and important aspect of the product and service Offerings. This study try to examine the service quality on the customer satisfaction of electric train service (ETS) industry in Kuala Lumpur Malaysia. The paper make emphases on the five dimensions of service quality which involves; tangible, responsiveness, assurance, reliability and the empathy. Questionnaires were distributed in other to collect data from the ETS passengers of the Kuala Lumpur Malaysia train station. The hypotheses were developed based on the causal relationships between service quality and customer satisfaction and data was analysed using SPSS Statistics version 25. The results from this study shows a positive relationship between customer satisfaction and the five dimensions of service quality. The outcome of this study would assists ETS to know more about their customer’s satisfaction and can also help them in improving their service quality to customers. Future research needs to focus more examining other related variables on service quality.

scholarly journals Analysis of determinant factors affecting retail business customer loyalty

2021 ◽  
Vol 5 (S3) ◽  
pp. 310-318
Author(s):  
Abdul Haris ◽  
Abdul Rahman ◽  
Yusriadi Yusriadi ◽  
Umi Farida
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Descriptive Analysis ◽  
Sem Analysis ◽  
Demographic Development ◽  
Five Dimensions ◽  
Factors Affecting ◽  
Goods And Services

Demographic development is the first field that influences the growth of retail stores. The rising population allows all goods and services to increase. To establish customer loyalty, the company must try to try to offer the highest quality in any product or service it must create a positive sense of quality in the minds of its customers. This research is a descriptive research type, trying to explain and describe each variable's conditions in detail and see the relationship or relationship between these variables. In the context of this study, the independent variables are Service Quality (X1), Relationship Marketing (X2), and Customer Satisfaction (Y), while the dependent variable is Customer Loyalty (Z). Quantitative data were analyzed using descriptive analysis and Structural Equation Modelling (SEM) analysis. Partially service quality has a significant influence on customer satisfaction in modern stores. In the sense that the quality of service provided by modern store management in Makassar City can contribute positively to customer satisfaction with the five dimensions of Tangible, Reliability, Empathy, Assurance, and Responsiveness. Direct service quality significantly influences customer loyalty, and indirect service quality has a significant effect on customer loyalty (LP) through customer satisfaction at modern stores in Makassar City.

scholarly journals Analisis Kepuasan Pelanggan Terhadap Pelayanan Jasa Rumah Kost Dempo Di Kota Pontianak

2015 ◽  
Vol 10 (2) ◽  
pp. 395
Author(s):  
Daved Hendrawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Total Sample ◽  
Analysis Tool ◽  
Five Dimensions ◽  
Purposive Sampling ◽  
Customer Complaints ◽  
Fifth Dimension ◽  
Boarding House ◽  
Descriptive Method

This study aims to analyze customer satisfaction VIP boarding room against Dempo services Boarding House in Pontianak. The method used in this research is descriptive method. The population of this study is that all customers who rent a room in a boarding VIP Boarding House Dempo through 2013 amounted to 582 people with a total sample of 100 people were taken using purposive sampling, ie customers who have rented a VIP boarding room for at least one month and aged 20 years and over . This study uses five dimensions of service quality as a variable, namely reliability (reliability), responsiveness (responsiveness), assurance (assurance), empathy (empathy) and intangible (tangible) in which includes as many as 26 service attributes and measured using a Likert scale. The fifth dimension is used to measure customer satisfaction VIP boarding room against Dempo services Boarding House in Pontianak. The analysis tool is SERVQUAL (service quality). The results showed that the boarding room VIP customers are not satisfied with the services Dempo Boarding House in Pontianak because SERVQUAL scores (gap) is negative. This means that expectations (expectations) VIP customers boarding room is greater than the performance of services. SERVQUAL scores (gap) five dimensions of service is negative with dimensions of responsiveness (responsiveness) had the highest level of dissatisfaction and dimensions of reliability (reliability) has the lowest level of dissatisfaction. Service attributes that have the highest level of dissatisfaction is the speed of the employees in responding to and addressing any customer complaints VIP boarding room (dimensions of responsiveness) with a score of SERVQUAL (gap) the highest. While the service attributes that have the lowest level of dissatisfaction is the comfort of the VIP boarding room to be occupied (dimensions collateral) with a score of SERVQUAL (gap) the lowest.

scholarly journals PENGARUH SERVICE QUALITY PADA JASA CUCI MOBIL DKI JAKARTA

2020 ◽  
Vol 14 (2) ◽  
pp. 146-154
Author(s):  
Prita Patricia ◽  
Luvian Krisantono ◽  
Stephen Junadi Darmawan ◽  
Sutrisno Salim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Word Of Mouth ◽  
Service Satisfaction ◽  
Survey Method ◽  
Product Portfolio ◽  
Five Dimensions ◽  
Car Wash ◽  
Service Fairness

The aim of this research is to analyze and to understand the relation between service quality, perceived service fairness, convenient and product portfolio to customer service satisfaction. The research is also done to find out the effect of customer service satisfaction, trust, and word of mouth specifically in the car wash industry. The data is collected by using questionnaires as the survey method which analysed using Multiple Regression Analysis. The survey result shows that there are influence service quality, which are assurance, product portfolio, convenience, perceived service fairness, and reliability. The five dimensions also show the positive relation with customer service satisfaction, so does customer service satisfaction and trust to word of mouth. Based on the result of this research, gaining positive customer satisfaction and word of mouth in the car wash industry imply the need in focusing on improving service in matters concerning assurance product portfolio and convenience. This research shows that the assurance dimension has the most significant influence on customer satisfaction and the trust dimension has the most significant impact on word of mouth in the car wash industry in DKI Jakarta.

scholarly journals Empirical Assesment of Service Quality Dimension in Technology–based Universities

2012 ◽  
Vol 60 (1) ◽  
pp. 71-76
Author(s):  
Ibrahim Danjuma ◽  
Amran Rasli
Keyword(s):  
Applied Sciences ◽  
Service Quality ◽  
Future Research ◽  
Environmental Technology ◽  
Managerial Implication ◽  
Five Dimensions ◽  
Four Dimensions ◽  
Management Technology ◽  
Postgraduate Studies ◽  
Technological Universities

This study aims to verify the dimensionality of service quality within the context of Nigerian technological universities. Data for this study was collected from five public federal universities which are technology-oriented in Nigeria based on an adapted service quality questionnaire (ADSERVQUAL) from the original studies by Parasuraman et al. (1985, 1988). Respondents were students drawn from all faculties: engineering, management technology, environmental technology, science education, agricultural technology, pure and applied sciences and postgraduate studies. Factor analysis result gave rise to four dimensions from the 27 items of the ADSERVQUAL questionnaire, instead of the original five dimensions by Parasuraman et al. (1985, 1988). For this study, the four dimensions are named: empathy, tangibles, commitment and reliability. Dimensional analysis shows that students’ expectations were perceived to be higher than their perceptions of service quality, resulting to negative service quality perception. Therefore technological universities in Nigeria should strive towards reversing the negative perception of service quality by students in order to improve attachment. Managerial implication and suggestions for future research were made accordingly. Keywords: Technological Universities; Nigeria; attachment Kajian ini bertujuan untuk mengesahkan dimensi kualiti perkhidmatan dalam konteks universiti yang berasaskan teknologi di Nigeria. Data untuk kajian ini telah diperolehi daripada lima universiti awam yang berasaskan teknologi di Nigeria berdasarkan asal soal selidik kualiti perkhidmatan yang telah diubahsuaikan (ADSERVQUAL) dari kajian asal oleh Parasuraman et al. (1985, 1988). Responden terdiri daripada pelajar yang dipilih dari semua fakulti: kejuruteraan, pengurusan teknologi, teknologi alam sekitar, pendidikan, sains teknologi pertanian, sains tulen dan gunaan dan pengajian siswazah. Faktor analisis telah berjaya menghasilkan empat dimensi daripada 27 item soalselidik ADSERVQUAL, bukan lima dimensi asal yang diperolehi oleh Parasuraman et al. (1985,1988). Untuk kajian ini, empat dimensi ini dinamakan: empati, tangibel, komitmen dan kebolehpercayaan. Analisis dimensi menunjukkan bahawa jangkaan pelajar dilihat lebih tinggi daripada persepsi mereka terhadap kualiti perkhidmatan, menyebabkan persepsi kualiti perkhidmatan yang negatif. Oleh itu, universiti yang berasaskan teknologi di Nigeria seharusnyaberusaha untuk menukar persepsi negatif oleh pelajar mereka untuk meningkatkan tahap kesetiaan. Implikasi pengurusann dan cadangan untuk kajian lanjutan diberikan. Kata kunci: Universiti Berasaskan Teknologi; Nigeria; kesetiaan

scholarly journals Predicting the Effects of Perceived Service Quality and Logistics Service Innovation on Repurchase Intention of Instant Courier Services through Customer Satisfaction and Trust

2020 ◽  
Vol 20 (3) ◽  
pp. 177
Author(s):  
Kunthi A. Kusumawardani ◽  
Saras Asa Hastayanti
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Service Innovation ◽  
Future Research ◽  
Repurchase Intention ◽  
Perceived Service Quality ◽  
Logistics Service ◽  
Equation Modelling ◽  
Courier Service

Logistics are not only playing a significant role in the business process, but they can also add value to the business, and even also determine the life of the firm. Due to its significance, the advancement of logistics is inevitable. Customers want everything faster, and they are even willing to pay more for the service. This study provides an empirical investigation of instant courier service customers in Indonesia. A total of 300 valid questionnaires were collected and assessed using structural equation modelling (SEM). The results showed that perceived service quality influences customer satisfaction and trust. On the other hand, logistics service innovation influences perceived service quality but not customer satisfaction. While trust affects customer satisfaction and repurchase intention. Moreover, customer satisfaction influences repurchase intention. This study is one of the first to evaluate and confirm the relations of service quality-repurchase intention in instant courier service. This research contributes to the literature for future research in instant courier service by providing empirical evidence in Indonesia. Keywords— Customer Satisfaction; Logistics Service Innovation; Perceived Service Quality; Repurchase Intention; Trust

Customer Satisfaction via Service Quality Dimensions

2016 ◽  
pp. 1829-1846
Author(s):  
Gyaneshwar Singh Kushwaha ◽  
Shiv Ratan Agrawal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Convergent Validity ◽  
Discriminant Validity ◽  
Future Research ◽  
Validity And Reliability ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Improve Service Quality ◽  
The Relationship

The purpose of the study is to measure the customer satisfaction via service quality dimensions as a whole and individually in the context of stock broking services. A non probability convenient sampling approach has been used in the study. Respondents have been restricted to those who have the experience of trading in stock market through stock brokers. The sample consisted of 229 valid individual customers from Bhopal (MP), India through structured self-administrated questionnaire. Convergent validity, discriminant validity and reliability of the collected data were measured before testing of the research model. An exploratory factor analysis has been conducted using principal components analysis to determine the dimensions of financial service quality. A linear regression was performed to test the relationship between the service quality dimensions and customer satisfaction. The findings suggest that service quality as a whole and individually have a significant impact on customer satisfaction. The results of the study provide useful information for managers to improve service quality which leads to customer satisfaction. The findings were solely on stock broking services from Bhopal (MP) in India which impacts its generalisability. Replication of the present study might be required in other stock broking markets, to improve generalisability using larger samples. Another potential area for future research could be the link between service quality dimensions, customer satisfaction and customer loyalty and customer retention at stock broking services. The study is important considering the economic advantages of satisfying and retaining current customers as opposed to seeking for new customers which is essential in stock broking services. The paper contributes to the literature on stock broking services in India.

Customer Satisfaction via Service Quality Dimensions

2014 ◽  
Vol 5 (3) ◽  
pp. 32-48 ◽  
Author(s):  
Gyaneshwar Singh Kushwaha ◽  
Shiv Ratan Agrawal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Convergent Validity ◽  
Discriminant Validity ◽  
Future Research ◽  
Validity And Reliability ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Improve Service Quality ◽  
The Relationship

The purpose of the study is to measure the customer satisfaction via service quality dimensions as a whole and individually in the context of stock broking services. A non probability convenient sampling approach has been used in the study. Respondents have been restricted to those who have the experience of trading in stock market through stock brokers. The sample consisted of 229 valid individual customers from Bhopal (MP), India through structured self-administrated questionnaire. Convergent validity, discriminant validity and reliability of the collected data were measured before testing of the research model. An exploratory factor analysis has been conducted using principal components analysis to determine the dimensions of financial service quality. A linear regression was performed to test the relationship between the service quality dimensions and customer satisfaction. The findings suggest that service quality as a whole and individually have a significant impact on customer satisfaction. The results of the study provide useful information for managers to improve service quality which leads to customer satisfaction. The findings were solely on stock broking services from Bhopal (MP) in India which impacts its generalisability. Replication of the present study might be required in other stock broking markets, to improve generalisability using larger samples. Another potential area for future research could be the link between service quality dimensions, customer satisfaction and customer loyalty and customer retention at stock broking services. The study is important considering the economic advantages of satisfying and retaining current customers as opposed to seeking for new customers which is essential in stock broking services. The paper contributes to the literature on stock broking services in India.

Perceived cultural distance in intercultural service encounters: does customer participation matter?

2018 ◽  
Vol 32 (5) ◽  
pp. 547-558 ◽  
Author(s):  
Tyson Ang ◽  
Ru-Shiun Liou ◽  
Shuqin Wei
Keyword(s):  
Weight Loss ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Providers ◽  
Cultural Distance ◽  
Customer Participation ◽  
Future Research ◽  
Service Encounters ◽  
Content Type ◽  
Perceived Cultural Distance

PurposeThis paper aims to investigate if perceived cultural distance (PCD) negatively affects service quality and customer satisfaction through customers’ social judgements of the service providers’ warmth and competence in intercultural service encounters (ICSE), and if this negative effect can be mitigated through customer participation (CP).Design/methodology/approachA 2 × 2 between-subjects experimental design with an online consumer panel was conducted using a series of intercultural service encounter scenarios (in the weight loss service context) to manipulate CP (high vs low) and pictures of service providers to induce PCD (high vs low).FindingsAs hypothesized, in the context of ICSE, PCD negatively impacts customers’ social judgements of the service providers’ warmth and competence, which in turn influence service quality and customer satisfaction. However, the negative impact of PCD is alleviated when the level of CP is high.Research limitations/implicationsUsing a single service context (weight loss services) may restrict the generalizability of findings. Future research may explore other service contexts.Practical implicationsTo improve customers’ experience, managers in service firms with multicultural customers may create more engagement opportunities by designing the service delivery process in ways in which more CP and involvement is allowed.Originality/valueThis research is among the first to highlight the importance of consumers’ social judgements about culturally dissimilar service providers, which at baseline come with disadvantages but that can be altered through marketing actions (e.g. enhanced CP).

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