scholarly journals SERVICE QUALITY AND CUSTOMER SATISFACTION INCREASING LOYALTY OF PASSENGERS RO-RO FERRY BAKAUHENI

2021 ◽  
Vol 1 (1) ◽  
pp. 79-92
Author(s):  
Reza Fauzi Jaya Sakti ◽  
Prima Widiyanto ◽  
Primadi Candra Susanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Method ◽  
Positive Relationship ◽  
Descriptive Analysis ◽  
Ticket Sales ◽  
Parking Management ◽  
Set Up ◽  
Relationship Of ◽  
The Relationship

This study uses a quantitative method with descriptive analysis, distributing questionnaires to passengers or users of the roro ship in Bakaheuni, Merak. This research was conducted with the objectives of the research being: To find out how the online ticket sales system is based, To find out the handling of delays on ro-ro ferries, To find out how to set up parking management at the wharf, To find out how to optimize the dock operation, To find out the process of managing the operating fleet. Result of this research the magnitude of the positive relationship of service quality and customer satisfaction with service passenger loyalty of 75.8%, while the rest is the relationship of other factors that are not analyzed in this model.

scholarly journals The Effect of E-Service Quality on Satisfaction and Its Impact on Customer Loyalty of Mobile Banking Users (Case Study of Bank Syariah Mandiri KCP Belawan)

2021 ◽  
Vol 4 (2) ◽  
pp. 2717-2729
Author(s):  
Marliyah Marliyah ◽  
M. Ridwan ◽  
Ayu Kartika Sari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Mobile Banking ◽  
Sample Number ◽  
Relationship Of ◽  
The Relationship

Bank Syariah Mandiri (BSM) is a real example of a bank that has utilized information technology as an additional service provided to improve the customer experience in transacting online via the internet, namely through a mobile banking application. The application of mobile banking is one form of BSM's commitment in providing good quality electronic services, and can be felt and assessed by customers who have used it. These assessments can then affect their level of satisfaction. Based on this, it then encouraged researchers to test the influence of the quality of mobile banking electronic services offered by Bank Syariah Mandiri KCP Belawan on the satisfaction and loyalty of mobile banking users. This research is intended to analyze the effect of e-service quality on customer satisfaction and its impact on customer loyalty. Questionnaire items used as many as 35 items. Data collection is done by distributing questionnaires to customers of Bank Syariah Mandiri KCP Belawan who at least have an account and use BSM mobile banking application for 3 (three) months with a sample number of 84 people determined by nonprobability sampling method. The analytical technique used is Structural Equation Modeling Partial Least Square (SEM-PLS). The results obtained in this study are that: (1) The relationship of e-service quality has a positive and significant effect on customer satisfaction. This can be proven from the t-value greater than 1.96 which is 13,230. Thus, H1 in this study was accepted. (2) The relationship of e-service quality has a positive and significant effect on customer loyalty. This can be proven from the t-value greater than 1.96 which is 3,267. Thus, H2 in this study was accepted. (3) Customer satisfaction relationship has a positive and significant effect on customer loyalty. This can be proven from the t-value greater than 1.96 which is 3,666. Thus, H3 in this study was accepted.

scholarly journals The Relationship of Service Quality on Consumer Satisfaction in Shipyard Industry

2015 ◽  
Vol 9 (11) ◽  
pp. 247
Author(s):  
Suharto Suharto ◽  
Sulistiyono Sulistiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Future Research ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Relationship Of ◽  
The Relationship

Service quality and customer satisfaction have become a widely discussed issue for two decades. However, only a few intention used shipyard as the marketing researches target of these variables. The authors investigate the relationships between service quality dimensions and consumer satisfaction in shipyard industry. The authors test the significance of the relationships between service quality dimensions and consumer satisfaction. The results suggest that four service quality dimensions (tangible, responsibility, responsiveness and assurance) are antecedents of consumer satisfaction in this industry, while empathy has less effect on satisfaction. Implications for managers and future research are discussed.

scholarly journals Minimum Support Prices (MSP) and Its Influence on Cotton Farming in India

2019 ◽  
pp. 1-8
Author(s):  
R. S. Geetha ◽  
V. Mahesh
Keyword(s):  
Positive Relationship ◽  
Secondary Data ◽  
National Sample ◽  
Sample Survey ◽  
National Sample Survey ◽  
Delay In Payments ◽  
Set Up ◽  
The Cost ◽  
Relationship Of ◽  
The Relationship

The present study assessed the relationship of MSP and production of cotton and farmers’ awareness regarding MSP of cotton. Secondary data of National Sample Survey Office, Ministry of Agriculture and other sources were used for the study. The results showed that only 20.4 and 22.6 per cent of farmers in India are aware of MSP of cotton grown by them in kharif and post-kharif season, respectively. Thus, there is need to facilitate the awareness among the cotton growing farmers in all cotton growing states to avoid distress sale of their produce and assure better income. The growth in area and production and MSP of cotton was higher in period II (2005-06 to 2016-17) indicating the positive relationship. The announced MSP of cotton in the year 2017-18 kharif was lesser than projected C2 and C3 costs with negative managerial profit. Thus, there is need to revise of the cost concept considered for fixing of MSP.  The key reason given by farmers for not selling the produce to procurement agency is that no procurement agency or local purchaser is available to procure and there is delay in payments. Thus, there is need to set up additional procurement centres in major cotton growing areas with better infrastructure and finance facilities.

scholarly journals Fanatisme dan Perilaku Agresif Verbal di Media Sosial pada Penggemar Idola K-Pop

2018 ◽  
Vol 3 (1) ◽  
pp. 59 ◽  
Author(s):  
Jenni Eliani ◽  
M. Salis Yuniardi ◽  
Alifah Nabilah Masturah
Keyword(s):  
Social Media ◽  
Aggressive Behavior ◽  
Quantitative Method ◽  
Positive Relationship ◽  
Data Retrieval ◽  
Social Scale ◽  
The Social ◽  
Relationship Of ◽  
The Relationship ◽  
Media Forum

<p class="IABSTRAK"><strong>Abstract: </strong>Verbal aggressive behavior that often occurs in social media is usually triggered by fanaticism on certain objects. The purpose of this research is to look at the relationship of fanaticism with verbal aggressive behavior in social media conducted by fans-idol of K-pop. This research used correlational quantitative method. The subjects of this study are fans-idol of K-pop numbered 915 people. Data collected with fanaticism scale and verbal aggression in media social scale. The data retrieval is done by using google forms application which contains the research instrument, which is disseminated through the social media forum of fans-idol of K-pop. This study showed there was a positive relationship of fanaticism with verbal aggressive behavior in social media on fans-idol of K-pop (r = 0.626 and p = 0,000). Fans-idol of K-pop who have high fanaticism will have high verbal aggressive behavior, otherwise fans-idol of K-pop who have low fanaticism will have a low verbal aggressive behavior.</p><strong>Abstrak: </strong>Perilaku agresif verbal yang sering terjadi di media sosial biasanya dipicu oleh fanatisme pada objek tertentu. Tujuan dari penelitian ini adalah untuk melihat hubungan fanatisme dengan perilaku agresif verbal di media sosial yang dilakukan oleh penggemar-idola K-pop. Penelitian ini menggunakan metode kuantitatif korelasional. Subjek penelitian ini adalah penggemar-idola <em>K-pop</em> berjumlah 915 orang. Data dikumpulkan dengan skala fanatisme dan agresi verbal dalam skala sosial media. Pengambilan data dilakukan dengan menggunakan aplikasi formulir google (<em>google form</em>) yang berisi instrumen penelitian, yang disebarkan melalui forum media sosial penggemar-idola <em>K-pop</em>. Penelitian ini menunjukkan ada hubungan positif fanatisme dengan perilaku agresif verbal di media sosial pada penggemar-idola <em>K-pop</em> (r = 0,626 dan p = 0,000). Fans-idola <em>K-pop</em> yang memiliki fanatisme tinggi akan memiliki perilaku agresif verbal yang tinggi, jika tidak penggemar-idola <em>K-pop</em> yang memiliki fanatisme rendah akan memiliki perilaku agresif verbal yang rendah.

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada JNE Cabang Bandung [The Influence of Service Quality on Customer Satisfaction at JNE Branch in Bandung]

2016 ◽  
Vol 11 (2) ◽  
pp. 265
Author(s):  
Januar Efendi Panjaitan ◽  
Ai Lili Yuliati
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
P Value ◽  
Analysis Technique ◽  
Set Up ◽  
Branch Office

The purpose of this study was to determine the effect of Quality of Service Quality of Service Customer Satisfaction either simultaneously or partially on Cabang JNE Bandung. JNE is a freight company and documents that have been established since 1990. In 2004, JNE set up headquarters in Jakarta. The JNE Bandung has a branch office in Jalan Permata Kawaluyaan numbers 1-4 Soekarno Hatta, Bandung. The type of research used in this study was descriptive research type using a quantitative approach. The analysis technique used was descriptive analysis techniques and multiple linear regression. While the sampling technique used was Non Probability sampling using purposive sampling and number of samples of 78 people. The results of this research showed that the quality of service (X) consisting of Reliability, Assurance, Tangibles, Empathy, and Responsiveness simultaneously had significant influence on satisfaction of customers with significant value (p value) of 0.003 &lt; 0.05. Partial test results showed that the only variable that empathy has a partial effect on was customer satisfaction with the number of variables of significance (p value) amounted to 0.021 &lt; 0.05.

Service quality, customer satisfaction, and loyalty in the banking sector

2018 ◽  
Vol 35 (8) ◽  
pp. 1546-1567 ◽  
Author(s):  
Samuel Famiyeh ◽  
Disraeli Asante-Darko ◽  
Amoako Kwarteng
Keyword(s):  
Organizational Culture ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Social Factors ◽  
Positive Relationship ◽  
Banking Sector ◽  
Content Type ◽  
Quality Dimensions ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

Purpose The purpose of this paper is to understand the moderating role of organizational culture in the relationship between service quality, customer satisfaction and loyalty in the banking sector using data from the Ghanaian banking sector. The idea is to understand the relative importance of the various service dimensions to customers patronizing banking services in Ghana and to ascertain what drives customer satisfaction and whether this satisfaction has implication on their loyalty. Design/methodology/approach The study used a survey and relied on partial least squares structural equation modeling to study the relationship between service quality and its impact on customer satisfaction and customer loyalty. Findings The result indicates that the reliability, ambiance and social factors all have a significant positive relationship with the satisfaction of customers doing business with these banks. However, assurance and responsiveness of the employees seem to have no significant relationship with the satisfaction of customers. It is also important to indicate that organizational culture seems to strengthen the positive relationship between the service quality dimensions and customer satisfaction. The results further indicate that customer satisfaction has a direct positive relationship with customer loyalty. Research limitations/implications Reliability, ambiance and social factors remain the three most important drivers of customer satisfaction in the banking sector in Ghana. It is, therefore, important for bankers to consistently undergo training and education in order to deliver more reliable services to customers. Managers should also make efforts to groom employees, provide attractive promotion materials, provide directions to the banks, make sure the banking halls are neat for customers while waiting and the provision of enough parking spaces for customers. One limitation of this work is that the data focused on only the Ghanaian banking environment. Practical implications The research shows the importance of the service quality constructs such as reliability, ambiance and the social factors on customer satisfaction and loyalty in the banking sector. The organizational culture seems to strengthen the positive relationship between empathy, reliability, tangibles and customer satisfaction. It is therefore important for banks to continue to build cultures that will commit employees to their work, so that they feel the sense of ownership of quality in order to contribute meaningfully. Originality/value The work illustrates and provides some insights and builds on the literature in the area of service quality, customer satisfaction and loyalty from a developing country’s environment using the stimulus-organism-response model. In addition, this work further highlights the importance of the moderating role of organizational culture in the relationship between the service quality dimensions and customer satisfaction.

Customers’ Satisfaction Level of Islamic Banking Service in Kelantan, Malaysia

2021 ◽  
Vol 12 (3) ◽  
pp. 489-496
Author(s):  
Aminah Osman Et.al
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Simple Random Sampling ◽  
Islamic Banking ◽  
Satisfaction Level ◽  
Banking Service ◽  
Quantitative Analysis Method ◽  
Banking Institution ◽  
The Relationship

This study aimed to identify the customers’ satisfaction level of Islamic banking in Kelantan. Specifically, this study tested the relationship between customer satisfaction and service quality in the districts of Machang and Tanah Merah, Kelantan, using the CARTER model. It utilized the quantitative analysis method involving the descriptive analysis and inferential analysis. The respondents were 384 customers of Islamic banking in Kelantan by using a simple random sampling method. The findings indicated that all the service quality variables such as compliance, reliability, assurance, tangibles, empathy, and responsiveness had a correlational relationship with customer satisfaction influence. However, based on the regression analysis, it was found that only the responsiveness, empathy and reliability variables were significant in influencing customer satisfaction. As such, the Islamic banking institution should upgrade its service quality, especially in the aspects of responsiveness, empathy, and reliability.

Measuring the effects of service quality by using CARTER model towards customer satisfaction, trust and loyalty in Indonesian Islamic banking

2019 ◽  
Vol 10 (1) ◽  
pp. 269-289 ◽  
Author(s):  
Abu Amar Fauzi ◽  
Tatik Suryani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Islamic Banking ◽  
Content Type ◽  
Key Driver ◽  
Customer Trust ◽  
Relationship Of ◽  
The Relationship ◽  
Practical Implications ◽  
Carter Model

PurposeThere are two primary objectives of the research. Firstly, the study aims to explore the service quality dimension of Indonesian Islamic banking using a CARTER model. Secondly, the study aims to examine the relationship of service quality towards customer satisfaction, trust and loyalty in Indonesian Islamic banking.Design/methodology/approachThe conceptual framework of the study will be examined using the PLS–SEM approach. Then, it will be examined using the 392 collected data from Indonesian Islamic banking customer in Surabaya.FindingsReliability becomes a key driver of customer satisfaction towards Indonesian Islamic banking. Then, customer loyalty will improve more significant if the Indonesian Islamic bank can firstly improve its customers trust.Research limitations/implicationsThe research results are questionable to represents Indonesia in general because all the sample of the research is Islamic banking customers in Surabaya, East Java Province.Practical implicationsUpdating with the newest technology in delivering integrated products or services will lead Indonesian Islamic banking satisfying its customer more. Then, Indonesia Islamic banking should develop the capability of human resources related to banking skills and understanding of Islamic principles to increase customer trust.Originality/valueThis research is essential in complementing the previous research regarding the level of contribution of compliance in Indonesia Islamic banking. Then, the research discusses how compliance becomes an essential part of service quality that could increase the market share of Indonesian Islamic banking by enhancing the level of customer trust.

scholarly journals HUBUNGAN ANTARA KUALITAS PELAYANAN DAN HARGA DENGAN KEPUASAN PELANGGAN PADA BENGKEL SUZUKI SUN MOTOR MATRAMAN

2017 ◽  
Vol 25 (2) ◽  
pp. 101-120
Author(s):  
Imelda Aprileny
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Correlation Coefficient ◽  
Partial Correlation ◽  
P Value ◽  
The Real ◽  
Relationship Of ◽  
The Relationship

The purpose of this study was to determine how closely the relationship between service quality and price to customer satisfaction in the garage SUN MOTOR Matraman. The strategy used in this study is an associative strategy. The method used in this research is a survey as part of a descriptive research with quantitative approach. The population in this study is that customers who have subscribed during the years 2014-2015 and has been visited 5 times. Based on existing data, obtained the number of customers who have been 5 times a year during 2014 to 2015 was 114 people. Based on calculations using the formula slovin, obtained the total sample of 89 respondents.Based on the results of research to test the correlation coefficient, obtained by the partial correlation coefficient and regression. From the analysis of partial correlation coefficient, partial correlation value X1 to Y of 0.472, which means the relationship of service quality and customer satisfaction, are moderate and the direction that is positive assuming constant prices. While the partial correlation value X2 to Y of 0.530, which means that the relationship of price to customer satisfaction, are and the direction that is positive with regards the quality of service constant. The value multiple correlation coefficient of 0.952, showing the relationship between service quality and price to customer satisfaction is very strong with a relationship that is positive or unidirectional, meaning if the quality of service and price can be supplied with either, then customer satisfaction will increase, and vice versa if quality of service and price can not be given properly, then customer satisfaction will decrease. From the results of partial hypothesis testing, obtained P-value variables X1 0,000, smaller than the real level or 0.000 <0.05. Therefore, it can be deduced Ho refused or Ha accepted, meaning partially contained significant positive correlation variables of service quality and customer satisfaction. While the P-value of 0.000 X2, smaller than the real level or 0.000 <0.05. Therefore, it can be deduced Ho refused or Ha accepted, meaning partially contained significant positive correlation with the price variable customer satisfaction. From the results of hypothesis testing simultaneously, gained significance F 0,000, is smaller than the real level or 0.000 <0.05. Thus, it can be deduced Ho refused or Ha accepted, meaning there is simultaneously a significant positive relationship between service quality and price to customer satisfaction.

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