Pengaruh Service Convenience Dan Service Quality Terhadap Customer Satisfaction Pada Vendor A

2021 ◽  
Vol 11 (2) ◽  
pp. 90-100
Author(s):  
Kristoforus Yosef Donnyanggoro ◽  
Laurentia Verina Halim Secapramana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Convenience

Antecedents of customer satisfaction: a study of Indian public and private sector banks

2013 ◽  
Vol 31 (3) ◽  
pp. 167-186 ◽  
Author(s):  
Vinita Kaura
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Private Sector ◽  
Positive Impact ◽  
Retail Banking ◽  
Employee Behavior ◽  
Public And Private ◽  
Content Type ◽  
Service Convenience ◽  
Public And Private Sector

PurposeThe purpose of this paper is to examine the effect of service quality, perceived price and fairness and service convenience on customer satisfaction. It also aims to compare multiple regression models between public and new private sector banks.Design/methodology/approachA cross‐sectional research on 445 retail banking customers through a questionnaire is conducted. The population of the study consists of valued retail urban customers of banks in Rajasthan, India, who frequently visit bank premises for transactions, have accounts in at least two banks and have availed of at least one information technology based services. Responses are analysed using regression analyses.FindingsDimensions of service quality are employee behavior, tangibility and information technology. Dimensions of service convenience are decision convenience, access convenience, transaction convenience, benefit convenience and post‐benefit convenience. For public sector banks, except tangibility, all antecedents have positive impact on customer satisfaction. For private sector banks except tangibility and benefit convenience all antecedents have positive impact on customer satisfaction. Significant difference in beta coefficient is found between public and private sector banks regarding employee behavior, decision convenience, access convenience and post‐benefit convenience.Research limitations/implicationsThis study has taken into account a specific category of retail banking customers. Thus, it limits generalization of results to other banking populations.Practical implicationsThis study highlights the importance of service quality, service convenience and price in satisfying customers. Bank managers can focus on these factors to satisfy customers.Originality/valueThe paper emphasizes the significance of service quality, price and SERVCON on customer satisfaction for Indian banking sector. It compares the multiple regression models for public and private sector banks.

scholarly journals Investigating the Role of Service Quality and Satisfaction on Debtor Loyalty Behavior

2021 ◽  
pp. 9-17
Author(s):  
Edy Bambang Wibowo ◽  
Retno Tanding Suryandari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Marketing Literature ◽  
Service Convenience ◽  
Conceptual Study ◽  
The Relationship

The current global economic challenges force each country to survive for the prosperity of its people. The banking sector, as one of the economic regulators, also helps to grow GDP. In this effort, the bank continues to strive to maintain customer satisfaction and build long-term relationships. Although many studies examine satisfaction, there are no studies that reveal the role of punctuality and convenience of service as solid constructs in explaining the process of bank customer loyalty behavior. The purpose of this article is to examine the relationship between timeliness and service convenience to satisfaction-mediated loyalty. This paper is a conceptual study so that there are several prepositions explained. The implications of this article are expected to give alternative insight to marketing literature, especially in the field of banking marketing, as well as a foundation that can later be investigated empirically for future researchers.

scholarly journals Investigating the Role of Service Quality and Satisfaction on Debtor Loyalty Behavior

2021 ◽  
pp. 17-25
Author(s):  
Edy Bambang Wibowo ◽  
Retno Tanding Suryandari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Marketing Literature ◽  
Service Convenience ◽  
Conceptual Study ◽  
The Relationship

The current global economic challenges force each country to survive for the prosperity of its people. The banking sector, as one of the economic regulators, also helps to grow GDP. In this effort, the bank continues to strive to maintain customer satisfaction and build long-term relationships. Although many studies examine satisfaction, there are no studies that reveal the role of punctuality and convenience of service as solid constructs in explaining the process of bank customer loyalty behavior. The purpose of this article is to examine the relationship between timeliness and service convenience to satisfaction-mediated loyalty. This paper is a conceptual study so that there are several prepositions explained. The implications of this article are expected to give alternative insight to marketing literature, especially in the field of banking marketing, as well as a foundation that can later be investigated empirically for future researchers.

scholarly journals Service Convenience and Service Quality to Customer Satisfaction among the Shipping Expeditions

2020 ◽  
Vol 76 ◽  
pp. 01043
Author(s):  
Reynaldo Reynaldo ◽  
Widjojo Suprapto ◽  
Yahya Jani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Probability Sampling ◽  
Service Convenience ◽  
The Impact

Indonesia is a country consisting of thousands of islands surrounded with straits and seas. Along with the increasing online businesses, the number of shipping expeditions is growing as well. In order to win the competition, many shipping expeditions offer various conveniences and services. This research is testing the impact of service conveniences and service quality to customer satisfaction in shipping expedition businesses in Surabaya. The data are collected by questionnaires because this is a quantitative research. The questionnaires are distributed to 100 respondents who are selected from the consumers using a non-probability sampling technique. Then, the data are processed using a SmartPLS program to obtain the results that service convenience does not bring any effect on customer satisfaction, but service convenience has a positive significant effect on service quality and service quality also has a positive significant effect on customer satisfaction

Thai Airways: key influencing factors on customers’ word of mouth

2019 ◽  
Vol 36 (1) ◽  
pp. 40-57 ◽  
Author(s):  
Arash Ahmadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Airline Industry ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Modeling ◽  
Target Market ◽  
Content Type ◽  
Service Convenience ◽  
Quality Dimensions

Purpose The purpose of this paper is to evaluate and analyze the influence of service convenience, service quality and customer satisfaction on the formation of word of mouth in airline industry. Design/methodology/approach The sample included 400 passengers who had experienced THAI’S international flights. To test the study hypotheses, a research model was examined applying structural equation modeling. Findings The findings submit that, in addition to effects of service convenience, service quality and customer satisfaction on word of mouth, decision convenience has the most positive significant influence on word of mouth compared to service quality dimensions and customer satisfaction. Research limitations/implications The present research focuses on assessing the word of mouth level only for THAI; therefore, its findings may not be generalized for the other airlines. In addition, the target market of this study is the customers of THAI. Future researchers can select the markets of other airlines customers. Practical implications In airline companies, service convenience plays a central role on customer word of mouth. Therefore, airlines should concentrate on travelers’ convenience in the service procedure. They should plan the service to support the best convenience for travelers. Originality/value This investigation would help airlines to understand what makes customers more satisfied before, during and after using an airline service and to understand how this is related to the word of mouth.

scholarly journals Pengaruh Service Quality, Service Convenience, dan Perceived Price and Fairness terhadap Loyalitas Nasabah Bank dengan Kepuasan Nasabah sebagai Variabel Mediasi

2021 ◽  
Vol 5 (2) ◽  
pp. 129
Author(s):  
Fincent Sutanto ◽  
Keni Keni
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Quality Service ◽  
Probability Sampling ◽  
Service Convenience ◽  
Perceived Price ◽  
Convenience Sampling ◽  
Positive Impacts

The purpose of this research is to investigate the effects of service quality, service convenience and perceived price and fairness on banking customer loyalty with customer satisfaction as the mediating at the bank . The method to sample the bank’s customers was by using non-probability sampling method with convenience sampling technique. The instruments to collect the data was by distributing questionnaires to 244 respondents of bank’s in Jakarta. Method to analysed the data was by using PLS-SEM. The result of the research reveal that service quality and perceived price and fairness have positive impacts on customer loyalty, while service convenience has no effect on customer loyalty. This research also found that service convenience and perceived price and fairness have positive impacts on customer satisfaction, while service quality has no effect on customer satisfaction. Moreover, customer satisfaction acts as mediating variable between service convenience. The finding suggest bank should maintain and enhance for service quality and perceived price and fairness to encourage customers decision to repurchase or remain a customer. Tujuan penelitian ini untuk mengetahui pengaruh kualitas layanan, kenyamanan layanan dan kelayakan harga yang dirasakan terhadap loyalitas pelanggan dengan kepuasan nasabah sebagai variabel mediasi terhadap nasabah bank. Penelitian ini menggunakan metode non-probability sampling dengan teknik convenience sampling. Penulis mengumpulkan 244 responden untuk penelitian ini dari nasabah bank swasta di Jakarta yang sebagian besar adalah karyawan umum. Respons dianalisis menggunakan PLS-SEM. Hasil penelitian menunjukkan bahwa kualitas layanan dan persepsi harga dan keadilan memiliki dampak positif terhadap loyalitas pelanggan, kenyamanan layanan tidak berpengaruh terhadap loyalitas pelanggan. Penelitian ini juga menemukan bahwa kenyamanan layanan dan persepsi harga dan keadilan memiliki dampak positif pada kepuasan pelanggan dan kualitas layanan tidak berpengaruh pada kepuasan pelanggan. Selain itu, kepuasan pelanggan bertindak sebagai variabel perantara antara kenyamanan layanan. Temuan ini menyarankan bank harus menjaga dan meningkatkan kualitas layanan serta harga dan keadilan yang dirasakan untuk mendorong keputusan pelanggan untuk membeli kembali atau tetap menjadi pelanggan.

Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction

2015 ◽  
Vol 33 (4) ◽  
pp. 404-422 ◽  
Author(s):  
Vinita Kaura ◽  
Ch. S. Durga Prasad ◽  
Sourabh Sharma
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Retail Banking ◽  
Content Type ◽  
Service Convenience ◽  
Perceived Price ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Purpose – The purpose of this paper is to examine the extent to which service quality, perceived price and fairness and service convenience influence customer satisfaction and customer loyalty for Indian retail banking sector. It further explores the role of customer satisfaction as mediating variable between service quality dimensions, perceived price and fairness, service convenience dimensions and customer loyalty. Design/methodology/approach – A cross-sectional research on 445 retail banking customers through questionnaire is conducted. Population of study is valued retail urban customers of banks in Rajasthan, India, who frequently visit bank premises for transactions, have accounts in at least two banks and have availed of at least one information technology-based services. Responses are analyzed using factor analyses and regression analyses. Findings – Results reveal that service quality dimensions, perceived price and fairness and service convenience dimensions have positive impact on customer satisfaction and customer loyalty. Moreover, customer satisfaction acts as mediating variable between its antecedents and customer loyalty. Research limitations/implications – This study has taken into account a specific category of retail banking customers. Thus, it limits generalization of results to other banking population. Practical implications – This study explains the importance of customer satisfaction for achieving customer loyalty for Indian retail banking sector. Originality/value – The paper underlines the importance of customer satisfaction for achieving customer loyalty. Impact of SERVCON dimensions on customer loyalty is found rare in literature.

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 %.

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