The Influence of Educational Service Quality of Youth Sports Center & Taekwondo Gym on Customer Satisfaction and Word-of-mouth Activities

2010 ◽  
Vol 41 ◽  
pp. 73-86
Author(s):  
Jeoung Hak Lee ◽  
Seung Hoon Jeong ◽  
Tae Wan Noh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Word Of Mouth ◽  
Youth Sports ◽  
Educational Service

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 Effect of Product, Service, and Customer Satisfaction on Word-of-Mouth Behavior

2019 ◽  
Vol 4 (2) ◽  
pp. 149-156
Author(s):  
Setyani Dwi Lestari ◽  
Mariah Mariah ◽  
Heni Iswanti ◽  
Umbar Riyanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Word Of Mouth ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Total Sample ◽  
Jel Classification ◽  
Public Attention ◽  
Product Service

Objective – Banks are financial intermediaries which are vital to support the economy of a country. Banks can be interpreted as the financial institutions whose activities are collecting funds from the community, distributing the funds back to the community, and providing other banking services. The development and improvement of service quality from the banks should be the center of public attention. This is because of the tight competition in terms of quality of the services, products, and marketing strategies undertaken by the banks. In an environment of tight competition, the top priorities of service companies such as banks are customer satisfaction and excellent service quality in order to improve customer loyalty and word-of-mouth behavior. This research aims to study, analyze, and explore the effect of product, service, and customer satisfaction on word-of-mouth (WOM) behavior at PT Bank Jakarta. Methodology/Technique –The models used in this research is a descriptive and associative model using SPSS 19. This study uses a simple random sampling technique with a total sample of 80 people. The research instrument used as a measuring tool in this study is a questionnaire consisting of 40 statements. Findings & Novelty – The result of this research show that product (X1), service (X2), and customer satisfaction (X3) simultaneously affect word-of-mouth behavior (Y). The results conclude that PT Bank Windu Kentjana International Tbk Jakarta should improve the quality of its products and services delivered to its customers and prospective customers in order to build their loyalty and improve their word-of-mouth. Type of Paper: Empirical Keywords: Product; Service; Customer Satisfaction; Word of Mouth Behavior. Reference to this paper should be made as follows: Lestari, S. D.; Mariah, Iswanti, H.; Riyanto. U. 2019. The Effect of Product, Service, and Customer Satisfaction on Word-of-Mouth Behavior, J. Mgt. Mkt. Review 4 (2): 149 – 157 https://doi.org/10.35609/jmmr.2019.4.2(7) JEL Classification: M30, M31, M39.

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.

PENGARUH PELAYANAN PINJAMAN KREDIT TERHADAP KEPUTUSAN MEMBELI PADA PT. BESS FINANCE CABANG LEUWILIANG BOGOR

2019 ◽  
Vol 9 (1B) ◽  
pp. 75
Author(s):  
Syarief Gerald Prasetya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Word Of Mouth ◽  
Good Service ◽  
Five Dimensions ◽  
Service Companies ◽  
Physical Evidence ◽  
Fifth Dimension ◽  
Instrument Measuring

Quality of care is the central point for service companies because it will mempengruhi customer satisfaction. It is intended that all the goods or services being offered will have a good place in the eyes of society. Customer satisfaction will occur if service quality is good, where good service quality includes five dimensions of service quality, namely: physical evidence (tangible), reliability (realibility), responsiveness (responsiveness), assurance (assurance), several benefits, including relationships between the company and its customers to be harmonious, allowing repurchase and creation of customer loyalty and member recommendation by word of mouth (word of mouth) that benefit the company. Provide the best services, responsiveness dimension includes the willingness of employees to help customers and provide prompt delivery, assurance dimension includes courtesy of employees and their ability to evoke a sense of trust and confidence of consumers, as well as the dimensions of empathy that includes a sense of caring and concern given to the customer. The fifth dimension beyond so-called SERVQUAL (service quality), which is an instrument measuring the quality of service.Keyword:Service quality

scholarly journals Assessment of Service Quality Using Weighted SERVPERF Approach

2019 ◽  
Vol 35 (1) ◽  
pp. 70-84
Author(s):  
Lya Aklimawati ◽  
Faila Sophia Hartatri
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Word Of Mouth ◽  
Primary Data ◽  
Survey Method ◽  
Moderator Variable ◽  
Perceived Service Quality ◽  
Training Materials

Service quality is an important aspect that has a direct impact on company. In addition, it is to be one of the consumer’s judgement in purchasing a product or service. Tight business competition and high consumers’ interest in training services encourage companies to enhance their service quality. The aims of this research are (1) to assess the service quality of coffee cupping training using weighted SERVPERF; (2) to analyze consumers’ response to the service quality provided by management; and (3) to analyze the effect of service quality on word of mouth in which customer satisfaction as a moderator variable. This research was conducted in Indonesian Coffee and Cocoa Research Institute. Survey method was applied to collect primary data by using questionnaire. Judgement sampling was used to select 102 respondents. The data were analyzed by descrip- tive method and statistical analysis. Moderator regression analysis was applied to predict the effect of service quality on word of mouth in which customer satis- faction as a moderating variable. The research found that the perceived service quality of coffee cupping training was 3.736 which categorized in relatively good on providing services. There were 3 attributes of service quality that must be immediately improved, among others (i) conformity of materials, visual practices and information provided by instructors to consumers’ needs; (ii) understand- able and up to date training materials; and (iii) duration of the training is matching with the consumers’ demand. The result of moderator regression analysis showed that interaction between service quality and customer satisfaction was not signifi- cant to word of mouth. Thus, customer satisfaction could not act to moderate in providing a better understanding of relationship between service quality and word of mouth than each variable on the model. There are expected external factors beyond the existing models that influences on word of mouth.

Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch

2020 ◽  
Vol 4 (3) ◽  
pp. First
Author(s):  
Tran Minh Hieu ◽  
Nguyen Duong Ngoc Mai Chi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Test Method ◽  
Quality Of Services ◽  
Factors Affecting ◽  
Factors Influencing ◽  
Alpha Reliability ◽  
Survey Results ◽  
Development Orientation

This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach's Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer's satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer's satisfactionon service quality.The analysis results show that there is no difference between customer's satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Kantor Perusahaan Umum Badan Urusan Logistik Kota Sampit Kabupaten Kotawaringin Timur

2016 ◽  
Vol 2 (2) ◽  
pp. 1-5
Author(s):  
Masrukin Masrukin ◽  
Hermanto Hermanto
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Error Rate ◽  
Research Method ◽  
Statistical Test ◽  
Quality Factors ◽  
Public Companies ◽  
Public Company

Customer satisfaction is influenced by service quality factors, this study aims to find out and analyze how much influence the quality of service on customer satisfaction is felt by customers who use the service of Poor Rice (Raskin) at the Office of Public Companies Logistics Agency (Perum BULOG) in Sampit City Regency East Kotawaringin. The research method used in this study is the method of observation, questionnaire/questionnaire and documentation using a Likert scale and the method of determining the sample used is the error rate of 5% as many as 213 samples. Testing the hypothesis used is a statistical test with the formula "Product moment person". The results showed that there was a very strong correlation between Service Quality and Customer Satisfaction of the Office of Public Company of the Logistics Affairs Agency (Perum BULOG) in the District of East Kotawaringin. As much as 0.9968514278 based on the calculation of Pearson Product Moment value.

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