scholarly journals Is Service Quality a Correlate of Customer Satisfaction? Evidence from Nigerian Airports

2016 ◽  
Vol 8 (6) ◽  
pp. 128
Author(s):  
James A. Adeniran ◽  
Binuyo A. Adekunle
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Survey Methodology ◽  
Response Rate ◽  
Multiple Correlation Coefficient ◽  
Cross Sectional ◽  
Port Harcourt ◽  
Decisive Action ◽  
The Relationship ◽  
Structured Questionnaire

<p>This study assesses the relationship between dimensions of service quality and customer satisfaction from the perspectives of passengers that travel through Nigerian airports. Survey methodology was adopted for the study. Cross-sectional data were collected at four International airports with the aid of structured questionnaire. The questionnaire was administered to 600 passengers across Lagos, Abuja, Kano and Port-Harcourt airports with 71% response rate. Regression analyses reveal that although the relationship between each of the dimensions of service quality and customer satisfaction is significant at 5%, the multiple correlation coefficient ranges from weak to moderate thus suggesting that the dimensions of service quality requires further enhancement for customers satisfaction to be improved upon by the Airport Authority in Nigeria. The study advocate decisive action by the Airport Authority in Nigeria to initiate policies geared at enhancing dimensions of service quality for improved customer satisfaction at various Nigerian Airports.</p>

The Effects of Prepaid Metering Systems on Customer Satisfaction in Niger State, Nigeria

2021 ◽  
Vol 2 (2) ◽  
Author(s):  
Ayooluwa Femi Aribisala ◽  
Musa Mohammed
Keyword(s):  
Customer Satisfaction ◽  
Regression Models ◽  
Response Rate ◽  
Spearman Correlation ◽  
Electricity Use ◽  
Customer Care ◽  
Level Of Satisfaction ◽  
Multiple Regression Models ◽  
The Relationship ◽  
Structured Questionnaire

Energy consumers in Nigeria have long complained about Distribution Companies' unfair billing practices, exorbitant monthly electricity bills resulting from meter estimation rather than accurate meter reading and calculation based on uninterrupted electricity use. The objectives of the study were to establish the relationship between the prepaid metering system and customer satisfaction; and to evaluate the level of satisfaction with respect to the usage of the prepaid metering system in Niger State, Nigeria. In carrying out the study, the structured questionnaire was administered to 393 randomly chosen respondents drawn from prepaid meter users, out of which 344 responded generating a response rate of 87.5%. The data derived were subjected to spearman correlation and multiple regression models. The major findings from the study showed a significant, moderate and positive relationship between the prepaid metering system and customer satisfaction. Additionally, three significant predictors, Affordability, Availability and Flexibility with p < .01 are statistically significant. Further findings from descriptive statistics revealed that users had the highest level of satisfaction with the privacy they had as a result of no meter readers and no accumulated. The study concluded that there exist a positive and beneficial link between the prepaid metering system and customer satisfaction. The study therefore recommends the provision of a smart metering system, good customer care units and a marketing campaign for better knowledge of the prepaid metering system.

scholarly journals Exploring the relationship between service quality and customer satisfaction in postal financial services

2015 ◽  
Vol 5 (3) ◽  
pp. 186-193
Author(s):  
Steven Kayambazinthu Msosa ◽  
Jeevarathnam P. Govender
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Financial Services ◽  
Service Providers ◽  
Postal Service ◽  
Cross Sectional ◽  
The Public ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Relationship

Service quality and customer satisfaction are related and are important factors for the success of service providers be it in the public or the private sector. This study aims to examine the relationship between service quality and customer satisfaction in the Malawian public postal service, specifically its banking division. A cross-sectional, quantitative and descriptive study was undertaken and data was collected from 400 customers using the SERVPERF model. A non-probability sampling approach was adopted and respondents were selected using convenience sampling. Reliability of the study was tested using Cronbach alpha. Correlation tests were conducted using Spearman’s rho. The results show that all the five service quality dimensions, viz. tangibles, reliability, empathy, assurance and responsiveness, are significantly and positively correlated. There was also a significant correlation between the service quality dimensions and overall service quality, customer satisfaction and customer loyalty.

scholarly journals An empirical look at the effect of service quality on online shopping customer satisfaction in Indonesia

2021 ◽  
Vol 9 (4) ◽  
pp. 321-330
Author(s):  
Risanty Risanty ◽  
Sambas Ade Kesuma ◽  
Juwita Agustrisna ◽  
May Hana Bilqis
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Online Shopping ◽  
Cross Sectional Study ◽  
Survey Method ◽  
Sectional Study ◽  
Cross Sectional ◽  
Postgraduate Students ◽  
Excellent Service ◽  
The Relationship

The main purpose of this study is to examine the relationship between service quality and online shopping customer satisfaction in Indonesia. This study is a quantitative and cross-sectional study with a survey method. This study's online shopping customers consist of undergraduate and postgraduate students in the Accounting Department of Universitas Sumatera Utara. The study used Likert scale questionnaires distributed to 400 respondents, and 295 questionnaires were obtained for data analysis. The study found that service quality has a positive and significant relationship with customer satisfaction. The study reveals that the elevation of excellent service quality on online shopping is the best solution for online shopping vendors to obtain customer satisfaction.

scholarly journals THE RELATIONSHIP OF HOSPITAL COST, SERVICE QUALITY AND PATIENT SATISFACTION

2019 ◽  
Vol 10 (2) ◽  
pp. 132-138
Author(s):  
Riska Arsita ◽  
Haerawati Idris
Keyword(s):  
Patient Satisfaction ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Relationship ◽  
Hospital Cost ◽  
Sampling Technique ◽  
P Value ◽  
Cross Sectional ◽  
Relationship Of ◽  
The Relationship

Customer satisfaction becomes very important to determine the success of service companies. One way to survive in the healthcare industry today is to create customer satisfaction through improved service quality. Hospital cost is an indicator for patients to utilize health services. This study aims to analyze the relationship of hospital cost and service quality with patient satisfaction. This study used analytic survey with a cross-sectional study design. The sample of this study is the general patient who used inpatient and outpatient installation of Bhayangkara Hospital in Palembang as many as 117 patients. The sampling technique used systematic random sampling. Analysis of statistical data used the t-test. The results showed that the quality of service has a significant relationship with patient satisfaction (p-value 0,001). While the hospital cost does not have a significant relationship with satisfaction patients (p-value 0,368). Service quality has relationship with patient satisfaction. The hospital should improve dimension of service quality in order to  improve patient satisfaction. Keywords: Cost, service quality, patient satisfaction

scholarly journals Study of the Mediating Role of Organizational Citizenship Behavior in the Relationship of Workplace Spirituality with Customer Loyalty and Service Quality in Saman Bank

2016 ◽  
Vol 10 (8) ◽  
pp. 243
Author(s):  
Mohammad Hossein Kiyanzad ◽  
Nader Sh. Kandelousi ◽  
Nader Sh. Kandelousi ◽  
Soheila Sardar ◽  
Soheila Sardar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Organizational Citizenship ◽  
Customer Loyalty ◽  
Organizational Citizenship Behavior ◽  
Survey Methodology ◽  
Workplace Spirituality ◽  
Citizenship Behavior ◽  
Statistical Population ◽  
The Relationship

In today highly competitive banking industry, customer loyalty and customer satisfaction with banking services are among the important preconditions for survival and growth of banks. In this context, the relationship between customers and employees providing services is of significant importance and in general it can be said that frontline employees may attract customers and gain their satisfaction and loyalty by providing services beyond their role requirements. Present research aims to study the role played by workplace spirituality in organizational citizenship behavior, service quality and customer satisfaction. In present applied research, a survey methodology was employed and questionnaire copies were distributed to the sample derived from a statistical population comprising of all staff and customers of north Tehran branches of Saman Bank. Random stratified sampling procedure was used to obtain the appropriate sample for present study. As a result of it, 230 questionnaires (equal to the total number of employees) and 341 questionnaires (according to a sample based on Krejcie & Morgan table with an estimated statistical population of 3000) were respectively distributed to employees and customers. Structural equation modelling (SEM) and LISREL software were used to study the relationships. Research findings confirmed all hypothesized relationships between the studied concepts.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA MAKASSAR

2019 ◽  
Vol 3 (2) ◽  
pp. 228-244 ◽  
Author(s):  
Muhammad Rezha Pahlawan ◽  
Nurlia Nurlia ◽  
Abdul Rahman Laba ◽  
Erlina Pakki ◽  
Hardiyono Hardiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Indirect Effects ◽  
Analysis Method ◽  
Water Company ◽  
The Relationship ◽  
Intervening Variables ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.

Customer-Oriented Constructive Deviance as a Reaction to Organizational Injustice Toward Customers

2021 ◽  
pp. 193896552110123
Author(s):  
Taeshik Gong ◽  
Pengchang Sun ◽  
Min Jung Kang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Servant Leadership ◽  
Survey Data ◽  
Third Party ◽  
Service Climate ◽  
Perceived Service Quality ◽  
Hotel Managers ◽  
The Relationship ◽  
Organizational Injustice

To date, research on the deontic model and third-party reactions to injustice has focused primarily on individuals’ tendency to punish the transgressor. In this study, we seek to extend the extant research by arguing that punishment may not be the only deontic reaction and that third-party observers of injustice should engage in activities that help the victim. More specifically, we explore employee’s customer-oriented constructive deviance as a reaction to organizational injustice toward customers. We also investigate how this deviance influences customer satisfaction. In addition, we explore service climate, driven by servant leadership as a moderator on the relationship between employees’ perceptions of organizational unfairness and customer-oriented constructive deviance. The study collected three-level survey data from 95 hotel managers, 396 employees, and 1,848 customers. We find that servant leadership increases service climate, which in turn strengthens the relationship between organizational injustice toward customers and customer-oriented constructive deviance. The findings also reveal that customer-oriented constructive deviance increases perceived service quality, leading to customer satisfaction. Our study significantly contributes to the emerging theory concerning customer-oriented constructive deviance by explaining the antecedents, consequences, and moderators. The study also helps managers deal with customer-oriented constructive deviance in the workplace.

scholarly journals Perception and Knowledge of Patients from Different Regions in the Kingdom of Saudi Arabia towards Oral Hygiene and Oral Hygiene Aids

Healthcare ◽  
2021 ◽  
Vol 9 (5) ◽  
pp. 592
Author(s):  
Shamoukh Alshahrani ◽  
Abrar Alshuaibi ◽  
Malak Alkhaldi ◽  
Pradeep Koppolu
Keyword(s):  
Saudi Arabia ◽  
Oral Hygiene ◽  
Educational Program ◽  
Response Rate ◽  
Statistical Significance ◽  
Kingdom Of Saudi Arabia ◽  
Cross Sectional ◽  
Dental Floss ◽  
Survey Response Rate ◽  
Structured Questionnaire

Aim: The present study aims to evaluate the perception and awareness of interdental aids in different regions of Saudi Arabia. Methods: A cross-sectional questionnaire-based study was conducted, in order to evaluate the perception and knowledge of patients towards oral hygiene products among the population of the Kingdom of Saudi Arabia. In total, 812 out of 1124 participants responded and completed the survey (response rate 72.2%). The data were collected using a self-administered structured questionnaire in English and Arabic. All statistical analyses were carried out using the SPSS 20 software. p < 0.05 was used to indicate statistical significance. Results: A total of 812 participants responded, of which 486 participants (60%) declared using a toothpaste and toothbrush for cleaning their teeth. The cohort consisted of 274 (34%) females who brushed twice daily, while 96 (33%) males brushed their teeth once a day and 18% of the participants did not even brush once a day. The results indicated that 332 (64%) female participants and 174 (60%) male participants had perception and knowledge of the use of dental floss or any other device to clean between their teeth, while 174 (48.50%) male participants and 174 (49.10%) female participants cleaned their tongue with the same brush, rather than using a tongue scrubber or any other aids. Conclusion: The total awareness of interdental aids in Saudi Arabia is unsatisfactory, as demonstrated by the participants not being conscious or informed about the maintenance of their oral health. A majority of participants did not report adopting basic techniques, such as tongue brushing. This study reveals that no interdental aids were used by 16% of the participants. Thus, it is crucial to develop an effective educational program which emphasizes oral healthcare in this population.

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