The Structural Relationship of Customer Satisfaction and Behavioral Intentions for Service Quality of Department Stores

2007 ◽  
Vol 31 (1) ◽  
pp. 85-94
Author(s):  
Tae-Yoo Chun ◽  
No-Hyun Park
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Structural Relationship ◽  
Department Stores ◽  
Relationship Of

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 %.

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.

scholarly journals ANALISA PENGARUH SERVICE QUALITY TERHADAP BEHAVIORAL INTENTIONS DENGAN PERCEIVED VALUE DAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA PENDIDIKAN TINGGI

2018 ◽  
Vol 12 (2) ◽  
pp. 84-93
Author(s):  
Trixie Nova Bella Tandijaya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
School Level ◽  
Education Students ◽  
University Level ◽  
The University ◽  
The Relationship

The importance of maintaining the quality of education of a country, making education in Indonesia also continues to make improvements both from the Elementary School level to the University level. At the University level alone, there is increasing competition between the State and Private Universities to produce more and more qualified graduates. So many universities are starting to think of strategies to win the competition. One of them by maintaining the Service Quality they provide. This study aims to determine the effect of Service Quality on Behavioral Intention or the tendency to behave, with perceived value and customer satisfaction as intervening variable high education students 2012-2016. The results of this study indicate that service quality has a positive and significant influence on perceived value and behavioral intentions, perceived value positively and significantly influence customer satisfaction and behavioral intentions, and customer satisfaction positively and significantly influence behavioral intentions. The results of this study also show that perceived value and customer satisfaction as intervening variables do not successfully mediate the relationship between service quality and behavioral intentions

scholarly journals Pengaruh Kualitas Jasa Dengan Kepuasan Pelanggan Di RS Husada Jakarta

2018 ◽  
Vol 21 (1) ◽  
pp. 130
Author(s):  
Andyan Pradipta Utama
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Validity And Reliability ◽  
Satisfaction Scale ◽  
Relationship Of ◽  
The Relationship

The purpose of this study was to determine the relationship of service quality with patient satisfaction in Husada hospital Jakarta in order to provide a draft proposal regarding the quality of service in an effort to improve customer satisfaction. The variables of this study is the quality of service (independent variable) and customer satisfaction (dependent variable). Subjects were patients at the Husada hospital Jakarta totaling 100 patients were assigned to the non-probability sampling method accidental sampling. Measurements were made using a scale of Quality of Service which consists of 20 items, and Patient Satisfaction scale consisted of 12 items that are already on the validity and reliability. By using the technique of linear regression through SPSS for Windows version 21.0 was obtained in the regression R = 0.78 and R square = 0.609, p = 0.000 (p <0.05) indicating that patient satisfaction positively and significantly related to the quality of service equal to 0.780 and the role of service quality variables are able to explain the variable of 60.9% patient satisfaction. The study hypothesis which states "quality of care can improve patient satisfaction in Husada hospital Jakarta ", is accepted. Means the better the quality of service will be followed by increased patient satisfaction in Husada hospital Jakarta.

scholarly journals Pengaruh Kualitas Produk, Kualitas Proses, Kualitas Pelayanan Dengan Peran Mediasi Kepuasan Pelanggan Terhadap Loyalitas Pelanggan

2020 ◽  
Vol 2 (1) ◽  
pp. 69-73
Author(s):  
I Dewa Nyoman Usadha
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Service Level ◽  
Process Quality ◽  
Business Customers ◽  
Relationship Of ◽  
The Relationship

This study is an empirical study in coastal areas or coastal villages in the region of Tabanan. which aims to determine the effect of Product Quality, process quality, service quality with mediation satisfaction to Loyalty of small and medium business customers. Methodelogi used, Statistics method with Moderation or Mediation variables. The number of samples taken from the population of 30 respondents. The results showed the relationship of Product Quality (X1) to the quality of process (X2) 0.971, Quality of service (X3) 0.795 so that the average relationship 0.883, with the mediation 0.816 so as to produce the level of customer satisfaction 0.818. The correlation of process quality (X2) with product quality (X1) 0,971, Service Level (X3) 0,846, average 0,908 mediated correlation 0,850 resulted Customer Loyalty level 0,842, with mediation equal to 0,850 resulted Average Customer Loyalty 0,58 process quality, product quality and service level. Relationship Level of Service Quality (X3) 0,846 with process quality (X1) 0,795, with average 0,820 with mediation 0,971 resulted high customer satisfaction 0,826. So with a mediation of 0.971 mediate the median level of 0.771. Which the average relationship of 0.820 with mediation 0.971 resulted in the level to the average customer Loyalty of -0.151.the relationship that has been established either does not require the level of mediation

scholarly journals KUALITAS PELAYANAN JASA KEAGENAN KAPAL DAN KOMUNIKASI INTERPERSONAL PADA PERUSAHAAN PELAYARAN

2017 ◽  
Vol 3 (2) ◽  
pp. 217
Author(s):  
Anton Pangihutan ◽  
Muhammad Thamrin ◽  
Asep Suparman
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Interpersonal Communication ◽  
User Satisfaction ◽  
Quantitative Methods ◽  
Coefficient Of Determination ◽  
Relationship Of ◽  
The Relationship

The study aimed to analyze the relationship of services quality of ship agency, interpersonal communication with user satisfaction in PT Buana Listya Tama, both partially and simultaneously. The research uses quantitative methods by doing survey, and the data were analyzed using correlation and regression. The results show that the variables of interpersonal communication and service quality have a significant relationship either partially or simultaneously with customer satisfaction. Variable quality of service has a positive and significant correlation with t value of 4.905 and greater than t table of 1.998 so that Ho is rejected and Ha is accepted. Interpersonal communication variables also has a positive correlation with customer satisfaction with the value of tcount equals to 6,108 and greater than t table of 1.998 so that Ho is rejected and Ha is accepted. Through the F test it is found that the quality of service and interpersonal communication are simultaneously correlated with satisfaction where the F count is larger than F table (90.839> 2.75) so that Ho is rejected and Ha is accepted. The coefficient of determination (R Square) between variables is 0.749 or 74.9%. The amount of the contribution of service quality and interpersonal communication on customer satisfaction is 74.9%, whereas 25.1% influenced by other factors not examined.

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.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Kantor Perusahaan Umum Badan Urusan Logistik Kota Sampit Kabupaten Kotawaringin Timur

2016 ◽  
Vol 2 (2) ◽  
pp. 1-5
Author(s):  
Masrukin Masrukin ◽  
Hermanto Hermanto
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Error Rate ◽  
Research Method ◽  
Statistical Test ◽  
Quality Factors ◽  
Public Companies ◽  
Public Company

Customer satisfaction is influenced by service quality factors, this study aims to find out and analyze how much influence the quality of service on customer satisfaction is felt by customers who use the service of Poor Rice (Raskin) at the Office of Public Companies Logistics Agency (Perum BULOG) in Sampit City Regency East Kotawaringin. The research method used in this study is the method of observation, questionnaire/questionnaire and documentation using a Likert scale and the method of determining the sample used is the error rate of 5% as many as 213 samples. Testing the hypothesis used is a statistical test with the formula "Product moment person". The results showed that there was a very strong correlation between Service Quality and Customer Satisfaction of the Office of Public Company of the Logistics Affairs Agency (Perum BULOG) in the District of East Kotawaringin. As much as 0.9968514278 based on the calculation of Pearson Product Moment value.

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