Analysis of The Relationship Between Customer Satisfaction and Service Quality of a Pet Shop in Depok, East Java

2020 ◽  
Vol 22 (2) ◽  
pp. 220-237
Author(s):  
Eunike Riahta Tarigan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Research Data ◽  
Service Performance ◽  
Five Dimensions ◽  
Customer Expectations ◽  
Customer Expectation ◽  
The Relationship

Abstract: In this research, the analysis gaps of customer expectation towardservice quality of a pet shop business in Depok, East Java, Indonesia by usingParasuraman’s SERVQUAL scale was investigated. The results indicatedthat all five dimensions of SERVQUAL had gaps in expectations andperformance while Reliability, Responsiveness, Assurance and Empathysignificantly gave positive gap scores (P>E). It can lead to satisfaction tocustomers, while Tangible gave a negative gap score (P<E) that affected adissatisfaction; and the customer expectations and the service performancesof the pet shop were exceeding customer expectations (P>E). Overallaverage SERVQUAL gap score was indicating satisfaction to customers. Asa quantitative research, data were collected from 50 respondents of the petshop’s customers using a questionnaire and was analyzed using SPSS. Thisresearch becomes a good input from its customers which opened anopportunity for the pet shop management to improve its businessperformance in the future.Keywords: service quality, customer expectation, service performance, petshop.

scholarly journals Reviewing Service Quality of UBER: Between Customer Satisfaction and Customer Expectation

2019 ◽  
Vol 7 (1) ◽  
pp. 1283-1292
Author(s):  
Valentine Siagian
Keyword(s):  
International Students ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Online Questionnaire ◽  
Five Dimensions ◽  
Customer Perception ◽  
Service Companies ◽  
Customer Expectation ◽  
Quality Dimension

This paper examines the gap between the expected service and reality from Uber’s customer perception. Service companies tend to be careful and pay more attention to their customers’ satisfaction and aim to have a good relationship to ensure their loyalty. Service quality dimension was used and applied to find the gap between customer satisfaction and customer expectation. The hypothesis was tested in the empirical study to find how service quality (with five dimensions: tangibility, reliability, responsiveness, assurance and empathy) affects customer satisfaction on using Uber service. 105 international students from Indonesia who lives in Taiwan and experienced riding with Uber in Taiwan filled out the online questionnaire. SPSS 23 was used to do the analysis. The result of F-test shows that customer satisfaction positively influenced by service quality, while t-test shows that there is improvement needed on responsiveness and empathy dimension. Rating system from Uber declares that customer satisfaction is 4.6 out of 5, this paper shows that customer satisfaction is 4.3 out of 5 from service quality dimension. Statistically this is a significant gap that needs to be filled to reach a closer gap to the expected service. This research can be done with a wider range to know more about customers’ delight on using Uber. Language barrier between customer and Uber driver could be the reason of the gap. Including Taiwanese students as respondents could be done for further research.  

scholarly journals QUALITY OF SERVICE AND HOMESTAY CUSTOMER SATISFACTION USING THE SERVQUAL MODEL

2021 ◽  
Vol 3 (7) ◽  
pp. 59-74
Author(s):  
Najwa Karmila Othman ◽  
Nor Aishah Buang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Methods ◽  
Early Stage ◽  
Quality Characteristics ◽  
Quality Of Services ◽  
Five Dimensions ◽  
Tourism Services ◽  
The Relationship

The homestay industry is part of the tourism services industry. It is important for homestay operators to provide services that can meet the needs and satisfaction of customers. However, there are some problems related to the quality of services provided by homestay operators that affect customer satisfaction. Problems arise due to a lack of knowledge of the dimensions that can be used to provide quality services. There are five dimensions of the SERVQUAL model that are associated with service quality characteristics and are able to influence homestay customer satisfaction, namely tangible, empathy, responsiveness, reliability, and assurance. This study was conducted with the aim of finding out the relationship between the five dimensions of SERVQUAL service quality with homestay customer satisfaction and identifying the dimensions that most affect customer satisfaction. This study uses quantitative methods and distributed a total of 384 questionnaires to respondents who are local tourists staying at the Hulu Selangor homestay. The results of the study found that the dimensions of tangible, empathy, responsiveness, reliability, and assurance have a positive relationship to customer satisfaction. There are two main dimensions that most affect the satisfaction of homestay customers, namely reliability and assurance. This customer satisfaction is influenced by the treatment received while dealing with homestay employees. Friendly and courteous homestay workers make customers happy and comfortable to get help when needed. Homestay's that provide services efficiently without any errors from the early stage is also able to affect the level of customer satisfaction. Each homestay operator who are concerned with five dimensions and implement them in homestay services will strive to enhance and maintain the quality of the image as the best homestay.

scholarly journals Pengaruh Harapan Pelanggan Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada PDAM Kabupaten Buleleng

2021 ◽  
Vol 7 (1) ◽  
pp. 106
Author(s):  
Komang Arta Subawa ◽  
Ni Luh Wayan Sayang Telagawathi
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Customer Expectations ◽  
Customer Expectation ◽  
Service Expectations

This research aimed to examine the  customer effect expectations and service quality of customer satisfaction at PDAM Buleleng Regency both partial and simultan. The research design used a quantitative causal. PDAM Buleleng Regency customers as subject and the customer expectation, service quality, customer satisfaction as object,. The sample amounted 80 people. The data from questionnaire and then analyzed used multiple linear regression analysis. The results showed: (1) there are significant effect between customer expectations to  customer satisfaction, (2) between service expectations to customer satisfaction had a positive and significant effect, (3) between service quality to customer satisfaction had a significant effect.

scholarly journals Analysis of Service Quality and Trust on Customer Satisfaction of Ojek Online in Banyuwangi

2021 ◽  
Vol 14 (3) ◽  
pp. 298
Author(s):  
Titin Lestariningsih
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Quantitative Research ◽  
Least Square ◽  
Equation Modeling ◽  
Motorcycle Taxi ◽  
The Relationship ◽  
Positive Effect

Gojek online is a partner for two-wheeled drivers who can contribute 8.2 trillion per year to the Indonesian economy. This study is to analyzes the factors that influence online motorcycle taxi customer satisfaction in Banyuwangi. This research is a type of explanatory quantitative research with causal prediction measuring the strength of the relationship between variables. The population in this study is application users (consumers) who have received online motorcycle taxi services in 2021 in Banyuwangi. The sample is 100 respondents. The data were processed using SPSS 21 and SmartPLS 3.0. The hypothesis was processed using Structural Equation Modeling Path Least Square (SEM-PLS). The results of this study indicate that service quality has a significant positive effect on customer satisfaction and trust. Trust has no significant effect on customer satisfaction. Service quality has no significant effect on customer satisfaction with trust moderation. This research is to improve the service quality of online motorcycle taxi partners.

scholarly journals Developing a Service Culture

2015 ◽  
Author(s):  
Dr. Simon Hudson ◽  
Louise Hudson
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Tourism Industry ◽  
Business Success ◽  
Five Dimensions ◽  
Customer Expectations ◽  
Key Factor ◽  
The Difference

Service quality has been increasingly identified as a key factor in differentiating service products and building a competitive advantage in tourism. The process by which customers evaluate a purchase, thereby determining satisfaction and likelihood of repurchase, is important to all marketers, but especially to services marketers because, unlike their manufacturing counterparts, they have fewer objective measures of quality by which to judge their production. Service quality can be defined as customers’ perceptions of the service component of a product, and these perceptions are said to be based on five dimensions: reliability, assurance, empathy, responsiveness, and tangibles (Parasuraman et al., 1988). Many researchers believe that an outgrowth of service quality is customer satisfaction, measured as the difference between the service that a customer expects and the perceived quality of what is actually delivered (Reichheld & Sasser, 1990). Satisfying customers has always been a key component of the tourism industry, but never before has it been so critical. In these uncertain times, and with increased competition, knowing how to win and keep customers is the single most important business skill that anyone can learn. Customer satisfaction and loyalty are the keys to long-term profitability, and keeping the customer happy is everybody’s business. Becoming customer-centered and exceeding customer expectations are requirements for business success. Well-publicized research shows that companies can increase profits from 25 to 85 per cent by retaining just five per cent more of their customers (Reichheld & Sasser, 1990), and research indicates that merely ‘satisfying’ customers is no longer enough to ensure loyalty (Heskett et al., 1997). This means that it is not enough just to please customers. Each customer should become so delighted with all elements of their association with an organization that buying from someone else is unthinkable.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

ANALISA DAMPAK KEPUASAN PELANGGAN DALAM HUBUNGAN ANTARA ORIENTASI PELAYANAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN SALON MUSLIMAH

2021 ◽  
Vol 8 (3) ◽  
pp. 297
Author(s):  
Ibnu Jauzi ◽  
Ari Prasetyo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Orientation ◽  
Service Companies ◽  
The Impact ◽  
The Relationship ◽  
Pls Method

ABSTRAKLoyalitas pelanggan merupakan hal yang harus diutamakan perusahaan jasa dalam menjalankan bisnisnya. Tanpa adanya pelanggan yang loyal terhadap perusahaan maka sustainbility perusahaan tersebut akan terancam. Penelitian ini bertujuan untuk meneliti dampak orientasi pelayanan dan kualitas pelayanan terhadap loyalitas pelanggan melalui kepuasan pelanggan pada salon muslimah di Kota Kediri. Apakah dalam mencapai loyalitas pelanggan harus melalui kepuasan pelanggan atau tidak. Penelitian ini menggunakan pendekatan kuantitatif dengan metode SEM PLS. Pengujiannya dilakukan menggunakan aplikasi SmartPLS 3.0 dengan kategori responden yaitu pelanggan yang telah merasakan produk salon muslimah di Kota Kediri. Hasil penelitian menunjukkan adanya efek moderasi kepuasan pelanggan dalam hubungan orientasi dan kualitas pelayanan terhadap loyalitas pelanggan.Hal tersebut mengindikasikan bahwa orientasi dan kualitas pelayanan yang dilakukan oleh salon muslimah di Kota Kediri bisa dikategorikan baik sehingga membuat para pelanggannya menjadi loyal.Kata Kunci: Loyalitas Pelanggan, Orientasi Pelayanan, Kualitas Pelayanan, Kepuasan Pelanggan, Salon Muslimah. ABSTRACTCustomer loyalty is something that must be prioritized by service companies in running their business. Without customers who are loyal to the company, the company's sustainability will be threatened. This study aims to examine the impact of service orientation and service quality on customer loyalty through customer satisfaction at Muslimah salons in Kediri. Whether to achieve customer loyalty must go through customer satisfaction or not. This study uses a quantitative approach with the SEM PLS method. The test was carried out using the SmartPLS 3.0 application with the respondent category, namely customers who have experienced Muslim salon products in Kediri. The results showed that there was a moderating effect of customer satisfaction in the relationship between orientation and service quality on customer loyalty. This indicates that the orientation and quality of service carried out by muslimah salons in Kediri City can be categorized as good so that it makes its customers loyal.Keywords: Customer Loyalty, Service Orientation, Service Quality, Customer Satisfaction, Muslimah Salon.

scholarly journals Bahasa Indonesia

2018 ◽  
Vol 7 (5) ◽  
pp. 2823
Author(s):  
Ni Kadek Sri Yunia Wahyuni ◽  
Ni Wayan Ekawati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Word Of Mouth ◽  
Business Growth ◽  
Good Service ◽  
Analysis Techniques ◽  
The Relationship ◽  
Bahasa Indonesia

Along with the growing business growth in shipping services, it creates intense competition, so in order to survive and win the company customers are required to optimize the quality of service and satisfy its customers. Therefore this study aims to determine the effect of service quality on word of mouth mediated by customer satisfaction variables. Population in this research is society which have used service delivery of TIKI. This research was conducted in Denpasar with sample of 110 respondents. Data analysis techniques used consist of path analysis and Sobel Test. The results showed that service quality and customer satisfaction had positive and significant effect on word of mouth. Customer satisfaction is significantly able to mediate the relationship between service quality to word of mouth. This result confirms that good service quality can increase consumer satisfaction of a service with so satisfied consumer will influence other consumer through word of mouth.

scholarly journals The influences of cleanliness and employee attributes on perceived service quality in restaurants in a developing country

2017 ◽  
Vol 11 (4) ◽  
pp. 608-627 ◽  
Author(s):  
Ngan Truong ◽  
Tahir Nisar ◽  
Dan Knox ◽  
Guru Prabhakar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Design Methodology ◽  
Content Type ◽  
Perceived Service Quality ◽  
Customer Perception ◽  
Behavioural Intentions ◽  
Key Dimensions ◽  
The Relationship

Purpose The purpose of this paper is to investigate the service quality of full-service restaurants in Vietnam to explore possible factors that may impact customer perception, which subsequently influences customer satisfaction and behavioural intentions. Based on the DINESERV model and service clues, the possible dimensions to construct customer perception were realised, and four key dimensions were suggested. Design/methodology/approach Data were collected from four urban local full-service restaurants in Vietnam, and factor analysis and SEM-PLS were then performed to uncover the relationship between customer perception, satisfaction and behavioural intentions. Findings The results suggest that customer perception significantly influences customer satisfaction and behavioural intentions, and customer satisfaction itself is also found to have influence on behavioural intentions. Originality/value This is an original piece of work which contributes to the exploration of service quality in developing countries and to the incorporation of cleanliness into analyses of restaurant service quality in particular.

scholarly journals Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus: Pamella Empat Supermarket)

2018 ◽  
Vol 26 (2) ◽  
pp. 210-225
Author(s):  
Riska Maulani ◽  
Yunita Fitri W
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Secondary Data ◽  
Total Sample ◽  
Primary Data ◽  
Probability Sample ◽  
Sample Technique

The purpose of this study to determine the effect of service quality on customer satisfaction simultaneously. The type of research used in this study is quantitative research. This research uses primary data and secondary data. While the sample technique used is a non-probability sample that uses a total sample of 100 respondents. Based on the results of this study, the quality of service consisting of reliability (reliability) X1, tangible X2, X3 responses, assurance and certainty (assurance) X4, and empathy (empathy) X5 affect customer satisfaction (Y) simultaneously or simultaneously.

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