scholarly journals دور جودة الخدمات فى ولاء العملاء ( بالتطبيق على مركز بنون الطبي.)

2019 ◽  
Vol 15 (1) ◽  
pp. 275-310
Author(s):  
محمد مصطفى ابوحجل
Keyword(s):  
Customer Loyalty ◽  
Significant Relationship ◽  
Medical Center ◽  
Quality Of Services ◽  
Main Question ◽  
Main Hypothesis ◽  
Historical Method ◽  
High Level

The problem of the research was that the loyalty of customers to the Benon Medical Center is not as required due to lack of attention to the quality of services. Therefore, the problem of research is formulated in the following questions. Main question: Is there a role for the quality of services in the loyalty of customers in the Benon Medical Center.Sub-questions: What is the role of concrete in the loyalty of customers at the Benon Medical Center. And the role of reliability in the loyalty of customers Benon Medical Center. What is the role of safety in the loyalty of customers in the Benon Medical Center Is there a role to respond to the loyalty of customers in the Benon Medical Center. The aim of the research is to examine the role of quality of services in the loyalty of customers in the Benon Medical Center. And Identify the role of concrete in the loyalty of customers at the Benon Medical Center. And study the role of reliability in customer loyalty Benon Medical Center. And know the role of safety in the loyalty of customers Benon Medical Center. As well as studying the role of response in the loyalty of customers at the Benon Medical Center. The hypotheses were: The main hypothesis: There is a role for the quality of services in the loyalty of customers at the Benon Medical Center. Sub-hypotheses: There is a role for concrete in the loyalty of customers at the Benon Medical Center. There is a role for reliability in customer loyalty at the Benon Medical Center. There is a safety role in the loyalty of customers at the Benon Medical Center. There is a role to respond to customer loyalty at the Benon Medical Center. The research followed: descriptive-analytical and historical method and the use of the social survey program spss and the research reached the following results: There is a positive statistically significant relationship between concrete and customer loyalty to the Benon Medical Center. There is a positive statistically significant relationship between the reliability and customer loyalty of the Benon Medical Center. There is a positive statistically significant relationship between safety and customer loyalty to Benon Medical Center. There is a positive statistically significant relationship between response and customer loyalty to Benon Medical Center. She recommended the following: Maintaining the factors that led to positive tangibility among the clients of the center and more attention to the factors of reliability among the customers of the center and maintain the high level of safety and development of the clients of the center and the need to maintain the degree of responsibility towards the center customers.

scholarly journals Pengaruh kualitas layanan, kepuasan pelanggan dan keterikatan pelanggan terhadap loyalitas pelanggan grab di Surabaya

2020 ◽  
Vol 10 (1) ◽  
pp. 33
Author(s):  
Fadela Bara ◽  
Tjahjani Prawitowati
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Customer Engagement ◽  
Quality Of Services ◽  
Mutual Benefit ◽  
The People ◽  
High Level

Customer Loyalty indirectly help companies to promote products or services to the people closest to them. This is will be greatly help the company to get new customers. To increase Customer Loyalty, the company is expected to improve the quality of services provided. Quality is closely related to Customer Satisfaction and Customer Engagement, quality encourages customers to establish long-term bonds of mutual benefit in the company and Customer Engagement can increase Customer Loyalty because of the high level of Customer Engagement is the result of Customer Satisfaction of the product or service provided by the company.

Importance and Role of Internal Communication in Organizations

2015 ◽  
Vol 806 ◽  
pp. 302-307
Author(s):  
Mirjana I. Stevanović ◽  
Aleksandra M. Gmitrović
Keyword(s):  
Business Communication ◽  
Effective Communication ◽  
Internal Communication ◽  
Quality Of Services ◽  
Market Liberalization ◽  
Communication In Organizations ◽  
High Level ◽  
The Relationship

Market liberalization has accelerated and strengthened the pressure of competitors in an open struggle for the retention of existing and favor of new clients. It is necessary to understand the importance and necessity of good business communication, because if business communication in the organization is at a higher level, then the relationship between the organization and its clients is at a higher level as well. Employees in the organization are the ones who represent it, so if the internal communication in the organization is at a higher level, then the quality of services provided to clients is also at a higher level. Effective communication between organizations and customers enables an organization to achieve its goal, which is that it is positioned in the market as a modern organization that provides quality and services of high level.

scholarly journals The role of Information Technology in enhancing the quality of banking service

2018 ◽  
pp. 199
Author(s):  
Wafaa M. Fakhri
Keyword(s):  
Information Technology ◽  
Significant Relationship ◽  
Commercial Banks ◽  
Quality Of Services ◽  
Banking Services ◽  
Banking Service ◽  
Role Of It ◽  
Role Of Information

The study  seeks to  study the  role of IT in achieving the  quality of  banking services provided by commercial banks, which requires knowledge of the level of information technology that is used and the extent of employees' awareness of the quality of the importance of the quality of services provided to customers with government banks. The questionnaire was distributed to (60) employees of the branches of the Rafidain Bank for the province of Salah al-Din, from which 51 samples were returned to be valid for analysis. . The study concluded that there is a significant relationship between the information technology and the quality of banking services

scholarly journals Fundamental Power of Social Media Interactions for Building a Brand and Customer Relations

2021 ◽  
Vol 16 (5) ◽  
pp. 1702-1717
Author(s):  
Ionica Oncioiu ◽  
Sorinel Căpușneanu ◽  
Dan Ioan Topor ◽  
Attila Szora Tamaș ◽  
Alina-Georgiana Solomon ◽  
...  
Keyword(s):  
Social Networks ◽  
Social Media ◽  
Customer Loyalty ◽  
Customer Relations ◽  
Online Communication ◽  
Online Questionnaire ◽  
Interactive Communication ◽  
High Level

The spread of social networks and the high level of penetration of digital content and mobile devices have created a society in which consumers expect constant communication from companies. In addition, communication on social media is often accompanied by the hope of being able to interact on an equal footing. In this way, companies hope that the use of social networks will not only increase sales, but also increase attention, brand page traffic, and customer loyalty. The purpose of this study was to provide the grounds for identifying the correlations between the interactive potential of social media based on dialogue-oriented communication and the quality of relationships with online customers. To achieve this goal, an online questionnaire was used in which 604 respondents from Romania participated (204 social media managers and 400 online customers). The results of the study showed that it is particularly important for companies to understand the role of interactive communication in social media and to thus build a bridge between the orientation of communication towards dialogue and relationships with online customers. It was found that the correct use of social networks could also support the achievement of public relation (PR) objectives. In addition, this study has implications for the development of customer-oriented online communication strategies by Romanian companies.

scholarly journals PENGARUH KINERJA DISTRIBUSI FISIK DAN KUALITAS PELAYANAN TERHADAP CITRA PERUSAHAAN SERTA IMPLIKASINYA PADA LOYALITAS PELANGGAN (Survey pada Pelanggan PT. ATRI DISTRIBUSINDO di Bandung)

2018 ◽  
Vol 8 (1) ◽  
Author(s):  
Handi Dipo Santosa
Keyword(s):  
Quality Of Service ◽  
Customer Loyalty ◽  
Significant Relationship ◽  
Survey Methods ◽  
Corporate Image ◽  
Quality Of Services ◽  
Evaluation Tool ◽  
Physical Distribution ◽  
Cross Sectional

This study aims to obtain empirical evidence about the influence of physical distribution performance and quality of service to the company's image as well as the implications for customer loyalty in the PT Arri Distribusindo Bandung. The results are expected contribute to the development of management science and management especially marketing and consumer behavior. For those of similar companies and practitioners, ir is hoped the results of this study can provide useful information about the importance of physical distribution performance and quality of services, especially on the image of the company, which in num can increase customer loyalty as an evaluation tool. The study was conducted at PT Atri Distribusinda Bandung. Methods of research using survey methods with quantitative research approaches. While the ype of research the form Descriptive Explanation Verificative Research and Research with a time horizon in the form of cross-sectional data that reflects the picture of a state at a given moment. To test the hypothesis of statistical methods of research used path amalysis (path analysis).The test results of research found a significant relationship between the performance of physical distribution service qualin, as well as from the results of the test reveal significant influence of the physical distribution performance and quality of service to the company's image either partially or simultaneously, was also found significant relationship between the performance of the distribution plysical and quality of services to the corporate image that has implications for customer loyalty . Keywords: Performance of physical distribution, service quality, corporate image and customer loyalty

scholarly journals The role of the effectiveness of self-managed teams in improving the quality of services / an applied study in Ramadi municipality

2020 ◽  
Vol 26 (118) ◽  
pp. 12-31
Author(s):  
Nada Ismaeel Jabbouri ◽  
Emad Mansi Hamoud
Keyword(s):  
Quality Of Services ◽  
Main Question ◽  
Team Leaders ◽  
Administrative Roles ◽  
Performance Quality ◽  
Applied Study ◽  
Service Sectors ◽  
Effective Role

This research aims to identify the effective role of self-managed teams in the quality of service performance in the directorate of Ramadi municipality. The problematic nature of our research involves this main question of the effective role of self-managed teams in the Municipality of Ramadi in improving the services of performance quality to the beneficiaries from the Directorate service. The importance of this study lies in the role played by the work teams in the organizations that excel in their field, the attendant of the changes in the leadership, administrative roles of the institutions, and teams leaders, will be achieved by the self-managed teams in improving the quality of the service provided by the institution to which these teams belong if the activation of those teams. The researchers have adopted the checklists to collect data and information from the research community and conducting interviews with the team leaders in Ramadi Municipality, which consists of (23) teams. The researchers are reached a number of conclusions, the most important of which is that there are no self-managed teams in the directorate of Ramadi municipality. Despite its presence within the official organizational structure of the directorate through the partition of Ramadi city into official service sectors for each sector, a municipal department is responsible for its. The municipality is supposed to be mini-municipality works with the system of self-managed teams.

scholarly journals The impact of quality of services and satisfaction on customer loyalty: The moderate role of switching costs

2020 ◽  
pp. 1843-1856 ◽  
Author(s):  
Ibrahim Harazneh ◽  
Mohammad J Adaileh ◽  
Ahmed Thbeitat ◽  
Saeda Afaneh ◽  
Salim Khanfar ◽  
...  
Keyword(s):  
Customer Loyalty ◽  
Switching Costs ◽  
Quality Of Services ◽  
The Impact

Applying Expanded Servicescape to the Hotel Industry

2021 ◽  
pp. 109634802110115
Author(s):  
Seonjeong (Ally) Lee ◽  
Ning-Kuang Chuang
Keyword(s):  
Quality Of Life ◽  
Customer Loyalty ◽  
Physical Environment ◽  
Online Survey ◽  
Hotel Industry ◽  
Holistic Approach ◽  
Environmental Cues ◽  
Practical Implications

The physical environment plays an essential role in customers’ hotel stay experiences. Hotels offer a differentiated atmosphere that creates favorable customers’ evaluations. Based on the significant role of environmental cues, this study investigates the effects of an expanded servicescape on customers’ evaluations, including customer satisfaction, quality of life, and customer loyalty, in the context of the hotel industry. To test the proposed research framework, this study collects data from previous hotel customers and conducts a self-administered, online survey. Findings identified ambience, interactions with employees, authenticity, and fascination positively influenced customers’ satisfaction, which further influenced customer loyalty. Only ambience and fascination positively influenced quality of life, which in turn influenced customer loyalty. Results contributed to the application of expanded servicescape in the hotel context. Results also suggested practical implications of the holistic approach of servicescape in the hotel industry.

scholarly journals Lateral Preference and Inter-limb Asymmetry in Completing Technical Tasks During Official Professional Futsal Matches: The Role of Playing Position and Opponent Quality

2021 ◽  
Vol 12 ◽  
Author(s):  
Luiz H. Palucci Vieira ◽  
Carlos A. Kalva-Filho ◽  
Felipe B. Santinelli ◽  
Filipe M. Clemente ◽  
Sergio A. Cunha ◽  
...  
Keyword(s):  
Accuracy Rate ◽  
World Cup ◽  
Lateral Preference ◽  
Match Play ◽  
Frequency Of Use ◽  
Limb Asymmetry ◽  
Similar Accuracy ◽  
High Level

This study had the purpose of analyzing dominant and non-dominant limb performances (frequency of use and accuracy) during match-play technical actions with ball possession (receiving, passing, and shooting a ball) in professional futsal and also check for the possible influence of playing position and the quality of opponent. We have analyzed data pertaining to eight matches of the FIFA Futsal World Cup Thailand 2012™ in which 76 male professional senior futsal players participated (44 right-footed and 32 left-footed). In total, we coded 5,856 actions (2,550 ball receptions, 3,076 passes, and 230 shoots). Our main findings were that (a) players used the dominant limb more frequently than the non-dominant limb for all actions considered [p < 0.001; effect size (ES) medium-to-large]; (b) accuracy was generally greater when using the dominant limb, regardless of the quality of opponent (p < 0.01; ES large); and (c) in shooting actions, pivots showed similar accuracy between dominant and non-dominant limbs (p = 0.51; ES small). The study suggested that when completing technical actions with the ball in futsal, high-level players depended to a greater extent on the use of their dominant lower limb during official matches. Excepting a similarity detected between limbs on shooting performance of pivots, players from all positional roles generally showed a higher accuracy rate in receiving, passing, and shooting a ball when using their dominant limb as compared to their non-dominant one during match-play and the limb usage and accuracy seemed to be independent of the quality of opponents.

scholarly journals Peran E-Servqual Dalam Customer Engagement

2019 ◽  
Vol 15 (1) ◽  
pp. 36-42
Author(s):  
Nadia Sasmita Wijayanti
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Customer Engagement ◽  
Online Service ◽  
Market Leader ◽  
The Right ◽  
Modern Era

Sejumlah brand sukses menempatkan diri di hati konsumen, namun banyak pula yang gagal. Keberhasilan brand memikat hati customer berarti sukses menjalin hubungan dengan customer. Perlu cara dan startegi yang tepat agar brand mampu memikat kosumen dan keluar sebagai market leader. Dalam menjalankan bisnis dan memberikan pelayanan konsumen perlu memperhatikan keinginan konsumen. Di era serba modern dan informasi tanpa batas, bermunculan marketplace dan perusahaan eksponensial, menyebabkan keinginan konsumen untuk dilayani serba cepat dan ringkas. Kualitas jasa layanan online yang maksimal akan menciptakan customer loyalty yang berujung pada customer engagement. Kata kunci: E-servqual, Kualitas layanan jasa online, customer loyalty, customer engagement.  Abstract: The Role of E-Servqual in Customer Engagement. A number of brands successfully place themselves in the hearts of consumers, but many also fail. The success of the brand captivates the customer means successful relationship with the customer. Need the right way and strategy so that the brand can attract consumers and come out as the market leader. In running a business and providing customer service, it is necessary to pay attention to consumer desires. In the modern era and unlimited information, emerging marketplaces and exponential companies, cause consumers to be served quickly and concisely. The maximum quality of online services will create customer loyalty which leads to customer engagement. Kata kunci: E-servqual, Online Service Quality, customer loyalty, customer engagement.

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