Enhance Strategy Promotion University of Medan Area to Increasing the Number of New Students during the COVID-19 Pandemic

Private and State Universities are still faced with competition between universities to increase the number of students especially during the Covid 19 period. This research aims to analyze the effect of each of the variables of e-service quality, e-satisfaction, positive Word of Mouth / WoM, either directly or indirectly. Data were collected from 200 students from one of the best private universities in North Sumatra (Medan), and processed using Structural Equation Modeling / SEM. From the results of data processing, all tested hypotheses can be accepted, and research found that to encourage positive WoM, PTS must be sensitive to the creation of student satisfaction. Positive WoM can be an effective advertising promotion tool for PTS to get new student candidates through existing student recommendations. In addition, to increase e-customer satisfaction, PTS is required to always improve service quality that is delivered through online services. Keywords: e-service quality, e-customer satisfaction, positive WoM, private universities.

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Positive determinants word-of-mouth of supermarket consumer in the COVID-19 pandemic era

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v14i2.10731 ◽

2021 ◽

Vol 14 (2) ◽

pp. 300

Author(s):

Sri Vandayuli Rirorini ◽

Genesis Sembirng Depari

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Consumer Satisfaction ◽

Structural Equation ◽

Word Of Mouth ◽

Positive Impact ◽

Sampling Technique ◽

Equation Modeling ◽

Positive Word ◽

Positive Word Of Mouth

This research, which was conducted in the era of the COVID-19 pandemic, aims to analyze the influence of the dimensions of service quality, competitive prices, customer satisfaction toward the positive word-of-mouth of Supermarket customers. Questionnaires were distributed to 350 respondents as samples using the non-probability sampling method and purposive sampling technique. Meanwhile, Structural Equation Modeling (SEM) is used to analyze the data. The results of the study indicate that Reliability, Assurance, Tangibles, Empathy, Responsiveness, Competitive Price have positive and significant effects onCustomer Satisfaction, which in turn would have a positive impact on positive word-of-mouth. Of all dimensions of service quality, the most powerful factor influencing consumer satisfaction shopping in supermarkets is reliability, and the one that gives consumers the most important feeling in providing quality services is Responsiveness. For further research, it is recommended to expand the scope of research in various types of businesses, not only in supermarkets.

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The Role of Co-Creating Value and Its Outcomes in Higher Education Marketing

Sustainability ◽

10.3390/su13126724 ◽

2021 ◽

Vol 13 (12) ◽

pp. 6724

Author(s):

Lien Thi Kim Nguyen ◽

Tom Meng-Yen Lin ◽

Hoang Phuong Lam

Keyword(s):

Higher Education ◽

Student Satisfaction ◽

Structural Equation ◽

Equation Modeling ◽

University Image ◽

Education Marketing ◽

University Experience ◽

The University ◽

Positive Word Of Mouth

This study examines the role of student co-creation behavior in contributing to student satisfaction, perceived university image, and student positive word of mouth (WOM). Using a sample of 513 students from a Taiwanese university and conducting partial least squares structural equation modeling, the findings indicate that co-creating value is critical to student satisfaction, university image, and positive WOM. The results also show the effect of student satisfaction and university image on student positive WOM. This study confirms the pivotal role of student participation in co-creating value in enhancing satisfaction with the university experience, creating and sustaining a positive image, and building the credibility of the university. This research is particularly important to higher education institutions because it has practical implications for decision-makers, brand managers, and HE marketers who wish to improve understanding of the relationship between the university and students in the process of co-creating value and its outcomes.

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Analysing Service Quality and its Relation to Customer Satisfaction and Loyalty in Sportswear Retail Market

Autex Research Journal ◽

10.2478/aut-2021-0014 ◽

2021 ◽

Vol 0 (0) ◽

Author(s):

Canan Saricam

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Modeling ◽

Retail Market ◽

Ancillary Service ◽

Confirmatory Factor ◽

Order Construct ◽

Primary Focus

Abstract The sportswear industry has a growing market globally. In the sportswear retail market, where the primary focus is on providing customers the product, but provision of the necessary ancillary service also takes place, the service quality and its relation to customer satisfaction and customer loyalty are important. With an attempt to find out this relationship, the data for this study was obtained from 251 people living in Turkey. The service quality was described as a second-order construct with the dimensions proposed in SERVQUAL scale. Confirmatory factor analysis and structural equation modeling were used to analyze and validate the model. The findings showed that the service quality, together with the relevant dimensions, tangibles, reliability, and assurance, has an influence on the customer satisfaction but not on the customer loyalty. Nonetheless, it was confirmed the customer satisfaction has an impact on the customer loyalty.

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ANALISIS FAKTOR-FAKTOR YANG MEMENGARUHI KEPUASAN LAYANAN AKADEMIK MAHASISWA PRODI DIPLOMA I KEPABEANAN DAN CUKAI

JURNAL PERSPEKTIF BEA DAN CUKAI ◽

10.31092/jpbc.v1i1.124 ◽

2017 ◽

Vol 1 (1) ◽

Author(s):

Agus Sriyanto

Keyword(s):

Service Quality ◽

Student Satisfaction ◽

Latent Variables ◽

Structural Equation ◽

Positive Impact ◽

Positive Influence ◽

Equation Modeling ◽

Policy Makers ◽

Five Dimensions

ABSTRACT:Improving the quality of education becomes very important nowadays to meet the increasing demands of graduates’ future institutions. This research adopts five dimensions of service quality initiated by Parasuraman, Zeithaml and Berry (servqual) to assess the quality of academic services affecting student satisfaction. Once the determinants are known, they can be used by policy makers to improve student satisfaction levels. After identifying the determinant factors, policy makers can use them to improve the level of satisfaction of students. There are 100 respondents who participated in this research. The data was collected using surveys and analyzed using structural equation modeling with Smart PLS 3.0. The results showed that among five hypotheses tested, all variables have the positive influence, however, there are two latent variables which have significant associations, while the others have not. Responsiveness and empathy have positive and significant impact on the student satisfaction, while tangible, reliability and assurance have a positive impact but not significant. Keywords: customs student satisfaction, service quality, servqual, SEM.ABSTRAK:Meningkatkan kualitas pendidikan menjadi sangat penting dewasa ini untuk memenuhi tuntutan kebutuhan unit pengguna yang semakin meningkat. Penelitian ini mengadopsi lima dimensi kualitas jasa yang digagas oleh Parasuraman, Zeithaml dan Berry (Servqual) untuk menilai kualitas layanan akademik yang mempengaruhi kepuasan mahasiswa. Setelah faktor-faktor penentu dari dimensi servqual dapat diketahui maka faktor-faktor tersebut dapat digunakan oleh pembuat kebijakan untuk meningkatkan tingkat kualitas layanan kepada mahasiswa. Ada 100 responden di pilih secara acak dari total populasi yang berpartisipasi dalam penelitian ini. Data dikumpulkan dengan menggunakan survei online dan dianalisis dengan pemodelan persamaan struktural dengan bantuan software Smart PLS 3.0. Hasil penelitian ini menunjukkan bahwa dari kelima dimensi servqual, semua variabel memiliki pengaruh positif terhadap kepuasan mahasiswa, namun dari lima variabel tersebut hanya dua variabel laten yang mempunyai pengaruh signifikan, sementara tiga variabel yang lain tidak signifikan. Daya tanggap dan empati berpengaruh positif dan signifikan terhadap kepuasan siswa, sedangkan bukti fisik, keandalan dan jaminan memiliki dampak positif namun tidak signifikan.Kata Kunci: kepuasan, Mahasiswa Bea dan Cukai, kualitas layanan, Servqual, SEM

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Assessing international students' satisfaction of a Jordanian university using the service quality model

Journal of Applied Research in Higher Education ◽

10.1108/jarhe-05-2021-0166 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Ayman Abu-Rumman ◽

Rasha Qawasmeh

Keyword(s):

International Students ◽

Service Quality ◽

Student Satisfaction ◽

Structural Equation ◽

Strong Relationship ◽

Equation Modeling ◽

Quality Model ◽

Content Type ◽

Five Dimensions ◽

Practical Implications

PurposeEducation plays a key role in socio-economic development and globalization has increased the numbers of students wanting to study abroad. Attracting international students is therefore an important objective for universities as international students open up opportunities to bring economic, cultural and academic benefits to both the universities themselves and to the countries in which they are located. This study therefore aimed to assess student satisfaction with a Jordanian university using the dimensions of quality contained within the established SERVQUAL model.Design/methodology/approachTo achieve these goals, quantitative data was collected from international students attending one university located in Jordan via a questionnaire survey, using a randomized sample. Structural equation modeling (SEM) was used to analyze the construct validity, and correlations between student satisfaction and the different dimensions of quality were tested.FindingsConsistent with other studies, the findings demonstrated that the five dimensions of service quality, i.e. tangibility, reliability, responsiveness, assurance and empathy, and the university of study, have a strong relationship with student satisfaction. However, there was no statistically significant correlation between country satisfaction and the tangibility and assurance sub-dimensions of quality.Practical implicationsPractical implications – The findings of this study are of interest and practical benefit to university leaders in developing their quality and student acquisition strategies.Originality/valueThis study makes a useful contribution to the growing body of evidence of service quality in higher education set within the context of a developing country.

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The Driving Forces of Customer Loyalty

Electronic Business ◽

10.4018/978-1-60566-056-1.ch095 ◽

2009 ◽

pp. 1540-1557

Author(s):

T. C.E. Cheng ◽

L. C.F. Lai ◽

A. C.L. Yeung

Keyword(s):

Hong Kong ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Driving Forces ◽

Corporate Image ◽

Equation Modeling ◽

Internet Service ◽

Broadband Market

In this study we examine the driving forces of customer loyalty in the broadband market in Hong Kong. We developed and empirically tested a model to examine the antecedents of customer loyalty towards Internet service providers (ISPs) in Hong Kong. Structural equation modeling (SEM) was used to evaluate the proposed model. A total of 737 valid returns were obtained through a questionnaire survey. The results show that customer satisfaction, switching cost, and price perception are antecedents that lead directly to customer loyalty, with customer satisfaction exerting the greatest influence. Although we found that service quality significantly influences customer satisfaction, which in turn leads to customer loyalty, we did not find a direct relationship between service quality and customer loyalty. Our results also reveal that corporate image is not related to customer loyalty. Our empirical investigation suggests that investing huge resources in building corporate image can indeed be a risky strategy for ISPs.

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Service quality and customer satisfaction in Ghanaian retail banks: the moderating role of price

International Journal of Bank Marketing ◽

10.1108/ijbm-08-2016-0118 ◽

2018 ◽

Vol 36 (1) ◽

pp. 68-88 ◽

Cited By ~ 16

Author(s):

Bedman Narteh

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Survey Methodology ◽

Equation Modeling ◽

Content Type ◽

Bank Managers ◽

Quality Dimensions ◽

Service Quality Dimensions ◽

Retail Banks

Purpose Various models and scales exist in the literature to measure retail bank service quality without any attempt at integrating them and the moderators have often been under explored. The purpose of this paper is to integrate the SERVQUAL and BSQ models and moderated the resulting scale with price in order to examine service quality and customer satisfaction with retail bank services in Ghana. Design/methodology/approach The study is quantitative and the survey methodology was used to collect data from 560 retail bank customers. The result was analyzed through structural equation modeling. Findings The study provides an expanded model for measuring retail bank service quality as seven of the eight latent constructs emerged as service quality dimensions when moderated with price. It is significant to also note that five of the constructs – tangibles, reliability, assurance, empathy and price – from the direct relationship emerged as the dimensions of retail bank service quality that positively and significantly predicted customer satisfaction. Practical implications The study provides insight into customer behavior with the quality of retail bank services in Ghana. The resulting broader dimensions provide an integrated and expanded model as well as pointers to bank managers on service quality and customer satisfaction cues to enable them attract, serve and retain customers. Originality/value The study is the first of its kind to integrate two of the popular models to measure retail bank service quality and to use price as a moderator of this relationship. The resulting scale, which comprised of variables from the two models, provides support for the approach used in the current study.

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What Effects Repurchase Intention of Online Shopping

International Business Research ◽

10.5539/ibr.v10n12p113 ◽

2017 ◽

Vol 10 (12) ◽

pp. 113 ◽

Cited By ~ 4

Author(s):

Lily Suhaily ◽

Yasintha Soelasih

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Online Shopping ◽

Negative Influence ◽

Equation Modeling ◽

The Internet ◽

Repurchase Intention ◽

Experiential Marketing ◽

Price Perception

The development of the internet raises opportunities for the marketing of a product and bring new forms for retail transactions, one of which is online shopping. Furthermore with the Internet, online consumers more easily gain access to information and they offered a wide variety of products and services that can be selected at competitive prices. The purpose of this study is to determine whether there is influence of E-Service Quality, Price Perception and Experiential Marketing to Repurchase Intention which mediated by Customer Satisfaction in On-line Shopping. The amount of samples is 180 respondents. Questionnaires were distributed to respondents who have shopped using online shopping with random sampling method. This study uses data analysis of Structural Equation Modeling by using Lisrel software. The result showed that there is the influence of e-service quality to customer satisfaction and to repurchase intention, while repurchase intention has negative influence occurs. Furthermore, price has no influence to customer satisfaction but has an influence to repurchase intention. Experiential marketing has no influence to customer satisfaction and repurchase intention. Customer satifaction has positive effect on repurchase intention. The effect of e-service quality and experiential marketing through customer satisfaction as mediation variable has no influence to repurchase intention, while price perception influence to repurchase intention.

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Pengaruh Kualitas Layanan dan Kepuasan Terhadap Loyalitas Mahasiswa (Studi Kasus Program Pascasarjana Fakultas Ekonomi dan Bisnis Universitas Airlangga)

Kelola Jurnal Manajemen Pendidikan ◽

10.24246/j.jk.2021.v8.i1.p103-109 ◽

2021 ◽

Vol 8 (1) ◽

pp. 103-109

Author(s):

Windasari Windasari ◽

Soedjarwo Soedjarwo ◽

Toho Cholik Mutohir

Keyword(s):

Higher Education ◽

Service Quality ◽

Student Satisfaction ◽

Structural Equation ◽

Analysis Data ◽

Organization Culture ◽

University Education ◽

Equation Modeling ◽

Academic Quality ◽

Student Loyalty

Higher education institutions need to reform the organization culture of a bureucratic university become a corporate university. Education will be oriented towards high academic quality, service quality, and as well as student satisfaction. The purposes of this study are to measure and determine the effect of service quality and satisfaction on student loyalty in higher education sector. Data collection technique is done by distributing questionnaires with 5-point likert scale. There are 151 students chosen using cluster random sampling. The validity test used factor analysis. Data analysis technique was done using Structural Equation Modeling (SEM) with the help of the AMOS version 21.0 program. The result of the research shows that service quality and satisfaction simultaneously affect student loyalty.

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WORD OF MOUTH SEBAGAI KONSEKUENSI KEPUASAN PELANGGAN

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v11i1.2355 ◽

2018 ◽

Vol 11 (1) ◽

pp. 111

Author(s):

Eny Purbandari ◽

Dyah Sugandini ◽

Heru Tri Sutiono

Keyword(s):

Patient Satisfaction ◽

Structural Equation Modeling ◽

Customer Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Word Of Mouth ◽

Equation Modeling ◽

The Impact ◽

Positive Effect

The objective of this study is to investigate the impact of price and service quality on customer satisfaction to increase words of mouth. Data were collected by distributes questionnaires to 110 patient of Bhayangkara Polda DIY Hospital. Then, data was analyzed using structural equation modeling. The result showed that service quality, price and image have positive effect on patient satisfaction and patient satisfaction has a positive effect on words of mouth. The results also shows that image have the highest effect in creating the satisfaction. Therefore, the models of words of mouth have acceptable.

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