An Empirical Study of Service Quality, Value and Customer Satisfaction for On-Demand Home Services

This study investigates the factors influencing customer satisfaction with references to on-demand home services, an emerging phenomenon in India. The hypothesized conceptual framework is grounded in the E-SQ and SERVQUAL model. To test the research hypotheses, 382 sample respondents were surveyed using a pre-tested questionnaire. The empirical validation of the proposed framework was performed with the help of PLS-SEM. The results suggest that e-service quality (E-SQ) and service quality (SERVQUAL) contribute to the overall service quality (OSQ) which has a positive influence on customer satisfaction (CS). It is further noted that, with reference to on-demand home services, overall service quality (OSQ) and customer satisfaction (CS) is moderated by value (VL). Further research could investigate the influence of OSQ on other relational constructs such as trust and customer loyalty. This study offers interesting insights to the managers and marketers in the service industry while crafting marketing strategies.

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The effect of service quality and customer satisfaction toward customer loyalty in service industry

Uncertain Supply Chain Management ◽

10.5267/j.uscm.2021.5.007 ◽

2021 ◽

Vol 9 (3) ◽

pp. 631-636 ◽

Cited By ~ 1

Author(s):

Dewi Dewi ◽

Ferdian Hajadi ◽

Yunita Wijaya Handranata ◽

Maria Grace Herlina

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Service Industry ◽

Sampling Technique ◽

Regression Methods ◽

Positive Effects ◽

The Impact ◽

Positive Effect ◽

Selection Of

The purpose of this study is to determine the impact of service quality and customer satisfaction on customer loyalty of the laundry service industry in Indonesia. The research methods used were quantitative, and analyzed using multiple linear regression methods. Data were obtained by distributing questionnaires to 100 respondents in Jakarta from February to March 2020. The selection of respondents used a purposive sampling technique, with the criteria of using laundry services in the past. Findings from this research revealed a significant positive effect of service quality toward customer satisfaction; and both service quality and customer satisfaction also have significant and positive effects towards customer loyalty in laundry services in Indonesia. From this research, it is expected that the entrepreneur in the laundry service industry would better understand the importance of service quality, customer satisfaction and its correlation to customer loyalty in order to improve firm sales performance.

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The Mediation Effect of Customer Satisfaction on the Relationship Between Service Quality and Customer Loyalty

Journal of Management and Strategy ◽

10.5430/jms.v11n3p13 ◽

2020 ◽

Vol 11 (3) ◽

pp. 13

Author(s):

Louisa M. Nyan ◽

Samuel B. Rockson ◽

Paul K. Addo

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Positive Influence ◽

Mediation Effect ◽

Telecommunication Sector ◽

Customer Interaction ◽

The Relationship ◽

Telecommunications Companies

The aim of the study was to investigate customer satisfaction’s mediation role in the relationship between service quality and customer loyalty within Ghana’s telecommunication sector. The report followed an approach to quantitative analysis and questionnaires to collect data from 105 respondents. The statistical analysis was performed using descriptive methods and inferential statistical techniques in IBM SPSS. The mediation analysis was made using Hayes' PROCESS macro model 4. Results of the analysis showed that quality of service is a substantially positive indicator of customer loyalty. It was also evident that Service Quality had a significant and positive influence on customer satisfaction. The direction between the mediator (Customer Satisfaction) and Customer Loyalty was positive but not significant. Again, it became evident that customer satisfaction partially balances the relationship between service quality and customer loyalty. It was evident that telecommunications companies' service quality cannot be the only predictor of customer loyalty, but customer satisfaction should be considered. The study recommends that telecommunications companies in Ghana should lose the script or the strict customer interaction code, review and analyze customer interactions, make multifunctional supports available and reconnect with disgruntled customers.

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Loyalty as Affecting Mediator of Service Quality And Customer Satisfaction Towards Competitive Advantage

MBIA ◽

10.33557/mbia.v20i1.1310 ◽

2021 ◽

Vol 20 (1) ◽

pp. 91-99

Author(s):

Mohammad Hamim Sultoni ◽

Sudarmiatin Sudarmiatin

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Competitive Advantage ◽

Path Analysis ◽

Financial Institutions ◽

Customer Loyalty ◽

Quantitative Method ◽

Marketing Strategies ◽

Mutual Relationship ◽

Good Position

When preparing an effective marketing strategy, a bank must consider its competitors as well as its customers. Establishing a mutual relationship with customers requires a better means of satisfying customer needs than the competitors. Micro, Small, and Medium-sized Enterprises (MSMEs) should always analyze their competitors and develop marketing strategies that effectively give the company a good position compared to the competitors and provide a competitive advantage as strong as possible. This research was conducted using a quantitative method. The design referred to causal relationship research. The data were then analyzed using the path analysis. Findings showed that customer satisfaction, service quality, and customer loyalty affected the competitive advantage of Sentra Batik Pamekasan. The effect of customer loyalty on the competitive advantage could be viewed from the number of Sentra Batik Pamekasan's customers who decided not to move to other financial institutions (banks). When the company could give better service quality, the customer loyalty and the competitive advantage among financial institutions would get higher. Abstrak Dalam mempersiapkan strategi pemasaran yang efektif, pihak perbankan harus mempertimbangkan pesaingnya dan juga konsumennya. Membangun hubungan antara konsumen yang menguntungkan, memerlukan alat pemuasan kebutuhan konsumen sebagai sasaran yang lebih baik daripada pesaingnya. UMKM harus senantiasa menganalisis pesaing dan mengembangkan strategi pemasaran kompetitif yang secara efektif memposisikan UMKM dalam menghadapi pesaing dan memberikan keunggulan kompetitif sekuat mungkin. Penelitian ini menggunakan metode kuantitatif, jenis penelitian termasuk kategori hubungan kausal sedangkan analisis dalam penelitian ini menggunakan analisis jalur (path analysis). Hasil penelitian menunjukkan bahwa kepuasan konsumen, kualitas layanan, dan loyalitas konsumen mempengaruhi keunggulan bersaing di Sentra Batik Pamekasasan. Dampak dari loyalitas konsumen terhadap keunggulan bersaing dapat dilihat dari seberapa banyak konsumen Sentra Batik Pamekasasan yang tidak pindah ke lembaga keuangan lain. Semakin bagus kualitas layanan maka semakin tinggi tingkat loyalitas konsumen dan keunggulan bersaing antar lembaga keuangan juga akan semakin tinggi. Kata Kunci : Loyalitas konsumen, kepuasan konsumen, kualitas layanan, keunggulan bersaing

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The Effect of Service Quality, Customer Perceived Value and Satisfaction on Loyalty

Journal of Economics and Behavioral Studies ◽

10.22610/jebs.v3i3.273 ◽

2011 ◽

Vol 3 (3) ◽

pp. 198-212 ◽

Cited By ~ 2

Author(s):

Yu-Te Tu ◽

Heng-Chi Chih .

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Service Industry ◽

Relevant Literature ◽

Operating Cost ◽

Perceived Value ◽

Initial Study ◽

Strong Impact ◽

Customer Perceived Value

The service industry has become more and more important for business activities. Service industry contributes about 60% of the annual GDP and 70% of new jobs in America. According to the statistics of Executive Yuan of Taiwan, the service industry contributes over 70% of the annual GDP in 2008. The ultimate goal for companies is to build customer loyalty. With loyal customers, companies can reduce the operating cost and acquisition expenses. An improvement of 5 percent in customer retention leads to an increase of 25 percent to 75 percent in profit. It costs more than five times as much to obtain a new customer than to keep an existing one. This initial study was from relevant literature, then set up research structure and hypotheses. Survey was employed, and respondents were from the customers of TKEC in Taipei area. There were 199 usable questionnaires to analyze descriptive statistics, reliability, validity, and SEM model. The research found that service quality significantly affects customer perceived value and customer satisfaction, and customer perceived value and customer satisfaction have strong impact on customer loyalty for the sample. Therefore, firms have to specifically focus on these factors in order to build a long-term and mutually profitability relationship with a customer and create loyalty as competitive advantages in the market.

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MODEL TERINTEGRASI DARI KESETIAAN PELANGGAN PADA BANK PEMERINTAH

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v7i2.797 ◽

2014 ◽

Vol 7 (2) ◽

pp. 1

Author(s):

Yunita Nila Dewi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Positive Influence ◽

Equation Model ◽

Sampling Techniques ◽

Font Size ◽

Quality Image

This study aimed to analyze the influences of service quality and image on customer loyalty from customer satisfaction that useful for marketing managers in making decisions for the company. This study was conducted on the state banks customers and took 200 customers becamesamples. This study used Structural Equation Model (SEM). The method used is a non probability sampling with purposive sampling techniques. Based on the results of this study is that there’s positive influence of service quality on customer satisfaction and influence of image on customer satisfaction. Furthermore, the customer satisfaction positive influence on customer loyalty, but there’s no positive influence of service quality on customer loyalty from customer satisfaction. Furthermore there’s no positive influence of image on customer loyalty from customer satisfaction. Keywords : Service Quality, Image, Customer Satisfaction, Customer Loyalty

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PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA BENGKEL SISAM PEMATANGSIANTAR

SULTANIST: Jurnal Manajemen dan Keuangan ◽

10.37403/sultanist.v6i1.114 ◽

2018 ◽

Vol 6 (1) ◽

pp. 50-62

Author(s):

Risky Ananda ◽

Darwin Lie ◽

Marisi Butarbutar ◽

Ady Inrawan

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Product Quality ◽

Customer Loyalty ◽

Design Research ◽

Positive Influence ◽

Primary Data ◽

Coefficient Of Determination ◽

Quality Service ◽

Positive Correlation

The purpose of research is: 1. Description of product quality, service quality, customer loyalty and customer satisfaction on Lathe Workshop Sisam Pematangsiantar. 2. The influence of product quality and service quality againts customer satisfaction on Lathe Workshop Sisam Pematangsiantar simultaneously. 3. The influence of product quality and service quality againts customer satisfaction on Lathe Workshop Sisam Pematangsiantar partially. 4. The influence customer satisfaction againts customer loyalty on Lathe Workshop Sisam Pematangsiantar. Design research is the research library and field research. The data type used is qualitative and quantitative and data. Data sources are primary data and secondary data. The population in this research is the customer Lathe Workshop Sisam Pematangsiantar of 40 people. Data collection is done with the interview, questionnaire and the documentation. Analytical techniques used was multiple linier regression analysis and simple, correlation coefficient, coefficient of determination, and hypothesis testing.Research result can be summed up as follows: 1. Description of product quality are very well, well service quality, customer satisfaction satisfied and customer loyalty well. There is a positive influence between product quality and service quality toward customer satisfaction evidenced by the regression Ŷ = 3,781 + 0,180 X1 + 0,256 X2. 2. There is a positive influence between customer satisfaction toward customer loyalty evidenced by the regression Ŷ = 5,987 + 1,157 X 3. There is moderately high and positive correlation between product quality and service quality with customer satisfaction evidenced by r = 0,821 and R Square = 0,674. There is high and positive correlation between customer satisfaction with customer loyalty is evidenced by the r = 0,816 and R Square = 0,670. 4. The results of the hypothesis H0 is rejected, meaning that product quality and service quality a positive and significant effect against the customer loyalty with the customer satisfaction simultaneously intervening variables as well as partial. Keyword: product quality, service quality, customer satisfaction and customer loyalty.

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Bank service quality: perception of customers in the Greater Accra Region of Ghana in the post banking sector reforms era

The TQM Journal ◽

10.1108/tqm-05-2020-0096 ◽

2020 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Joseph Emmanuel Tetteh ◽

Chrisopher Boachie

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Banking Sector ◽

Positive Influence ◽

Content Type ◽

Fierce Competition ◽

Greater Accra Region ◽

Significant Positive Influence

PurposeIn the wake of fierce competition that has ensued among banks to get a share of the depositors' funds after the banking sector reforms in 2017, this study attempts to investigate bank service quality and its influence on customer satisfaction and customer loyalty in the Greater Accra Region of Ghana.Design/methodology/approachUsing a sample of 753 respondents (bank customers), the study employs the structural equation modelling (SEM) using Smart-PLS to test the nature of relationships between service quality, customer satisfaction and customer loyalty using the SERVQUAL model.FindingsThe findings show that, with the exception of assurance, the remaining four antecedents of service quality, namely reliability, responsiveness, empathy and tangibility had significant positive influence on customer satisfaction. The results also show a significant positive influence of customer satisfaction on customer loyalty, implying that more satisfied customers in Ghana tend to become more loyal to their banks.Practical implicationsFor policy purposes, the authors recommend that banks should invest in improving service quality to drive customer satisfaction, loyalty and ultimately firm performance. The satisfied customer is a reliable source of bank viability and survival.Originality/valueTo the best of the knowledge of the authors, this is the first time a study on bank service quality has been done involving the management of banks in Ghana. This ensures the reliability of results. The findings of this study enhance knowledge of the positive relationship between service quality, customer satisfaction and loyalty using a modified SERVQUAL model.

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PERAN KEPUASAN PELANGGAN?MEMEDIASI?PENGARUH KUALITAS PELAYANAN?TERHADAP?LOYALITAS PELANGGAN PULL&BEAR KUTA – BALI

E-Jurnal Manajemen Universitas Udayana ◽

10.24843/ejmunud.2019.v08.i06.p25 ◽

2019 ◽

Vol 8 (6) ◽

pp. 3987

Author(s):

I Gusti Nyoman Wiradarma ◽

I Gusti Agung Ketut Gede Suasana

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Sampling Technique ◽

Positive Influence ◽

Minimum Level ◽

The Past ◽

Analysis Technique ◽

Customer Satisfaction And Loyalty

This study aims to determine the effect of service quality on customer loyalty through customer satisfaction as a mediator. Respondents in this study were customers with a minimum level of education at least high school / equivalent who had conducted transactions at Pull & Bear Kuta - Bali more than once in the past year. The research sample was determined by 105 respondents using a sampling technique that is purposive sampling technique. The analysis technique used in this study is path analysis with classical assumption and Sobel test. The results of this study indicate that service quality has a positive and significant effect on customer satisfaction and loyalty, customer satisfaction has a positive influence on customer loyalty, and customer satisfaction is positively and significantly mediates the effect of service quality on customer loyalty. These results confirm that the company is expected to pay attention to the quality of service to improve customer satisfaction so as to create a sense of customer loyalty. Keyword: service quality, customer satisfaction, customer loyalty

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ANALYSIS THE EFFECT OF SERVICE QUALITY, PRICE ADVANTAGES, AND MARKETER’S BEHAVIORAL TOWARDS CUSTOMER SATISFACTION IN ORDER TO INCREASE CUSTOMER LOYALTY (Study in PT. DES TEKNOLOGI INFORMASI)

Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science) ◽

10.14710/jspi.v17i1.63-78 ◽

2019 ◽

Vol 17 (1) ◽

pp. 63

Author(s):

Edwin Krisna Nugroho

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

User Satisfaction ◽

Service User ◽

Structural Equation ◽

Empirical Studies ◽

Positive Influence ◽

Equation Modeling ◽

Positive Effect

This research is aimed to examine the effect of Service Quality, Price Excellence, and Marketers Behavioral Behavior, to Customer Satisfaction, and its impact on Customer Loyalty. The problem of research is how to improve Customer Loyalty, by improving Customer Satisfaction, through Service Quality, Price Excellence, and Behavior Ethics of Marketers?The sample in this research is the customer of PT. DES Teknologi Informasi of 150 respondents. Data analysis is done by Structural Equation Modeling (SEM) using AMOS software. The results of the analysis show that Service Quality, Price Excellence, Marketers Behavior Ethics, have a positive and significant influence on Service User Satisfaction, in order to increase Service User Loyalty.The results of these empirical studies have an indication that Service Quality has a positive influence on Customer Satisfaction; Price advantage has a positive effect on Customer Satisfaction; Behavior Ethics Marketers have a positive influence on Customer Satisfaction; User Service Satisfaction has a positive effect on Customer Loyalty.

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Service Quality, Customer Satisfaction and Loyalty in an Internet Service Providers

International Journal of Business and Management ◽

10.5539/ijbm.v13n8p108 ◽

2018 ◽

Vol 13 (8) ◽

pp. 108

Author(s):

Jamal M. M. Joudeh ◽

Ala’ O. Dandis

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Service Providers ◽

Positive Influence ◽

Mediating Effect ◽

Level Of Service ◽

Internet Service ◽

Quality Awareness ◽

Customer Satisfaction And Loyalty

The current study aimed at examining the influence of service quality (internet service quality) on customer loyalty through the mediating effect of customer satisfaction. Through employing the questionnaire on a convenient sample of (860) consumer from different malls and commercial complexes in Amman – Jordan; the results indicated that internet service quality has a positive influence on customer satisfaction which in its turn can influence the level of customer loyalty. The study also reached to the results that good and well-built service quality may lead to customer satisfaction which in its turn can lead to a better level of customer loyalty. Consumer loyalty includes highlights or attributes that can fulfill the desires or needs of a client, it is a post utilization encounter which contrasts apparent quality and expected quality, in this way a similar conduct between inputs previously and after utilization. The study recommended to enhance the level of service quality awareness is the best approach to customer satisfaction. Aware employees tend to pay more attention to the idea of service quality which can lead to a better customer loyalty.

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