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

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.

Analysis and optimization of 15-minute community life circle based on supply and demand matching: A case study of Shanghai

The 15-minute community life circle (15min-CLC) strategy is one of Shanghai’s important methods for building a global city and facing a society with a more diverse population structure in the future. In the existing research, the balance between the construction of the life circle and the needs of the people in the life circle still needs to be further fulfilled. This paper is based on the city’s multi-source large data set including 2018 AutoNavi POI (Point of Interests), OSM (OpenStreetMap) road network data and LandScan population data set, and evaluates the current status of Shanghai’s 15min-CLC through the fusion of kernel density estimation, service area analysis and other statistical models and proposes relevant optimization suggestions. The results show that there are the following shortcomings: (1) From the perspective of different types of infrastructure service facilities, the spatial construction of Shanghai’s overall life service facilities and shopping service facilities needs to be optimized. (2) From the perspective of comprehensive evaluation, the comprehensive service convenience of infrastructure service facilities in the downtown area is relatively high, while the comprehensive service convenience of urban infrastructure service facilities in the suburbs and outer suburbs is relatively low; The diversity of basic service facilities in the 15min-CLC in the downtown area is more consistent with the population distribution; However, in the peripheral areas of the urban area, too many infrastructure service facilities have been constructed. Based on the above shortcomings and the perspective of supply and demand matching, relevant optimization strategies are proposed in different regions and different types of infrastructure service facilities: (1) focus on the construction of basic service facilities in the urban fringe and urban-rural areas, improve the full coverage of the basic service facilities, and appropriately reduce the number of basic service facilities in the downtown area. (2) The development of community business models can be used to promote the development of new life service facilities and shopping service facilities. (3) Improve community medical institutions through facility function conversion, merger and reconstruction, etc. (4) Optimize the hierarchical basic service facility system and improve the population supporting facilities of basic service facilities in the 15min-CLC. This paper incorporates people’s needs and concerns on the living environment into the 15min-CLC evaluation model, and uses Shanghai as an example to conduct research, summarizes the existing shortcomings, and proposes corresponding optimization strategies based on the matching of supply and demand. This article attempts to explore a replicable 15min-CLC planning model, so that it can be extended to the Yangtze River Delta urban agglomeration, to provide reference for further research on the 15min-CLC, and to promote urban construction under the concept of sustainable development.

The Effect of Price Perception, Service Convenience, Service Quality and Brand Equity On Ticket Purchase Decisions During Covid-19 Pandemic Through Consumer Satisfaction as A Mediating Variable

The COVID-19 pandemic has made sectors experienced a decline in many businesses engaged in transportation services, especially aviation. Since lockdown was implemented, the Government has tightened entry rules in Indonesian territory by including a COVID-19 free certificate using the rapid test/PCR. The population in this study were all Citilink Airlines consumers in West Jakarta and 280 respondents as samples. This study was different from previous research by using different variables and models in this study. The method used in this study was quantitative analysis with SEM analysis tools and Smart PLS 3.3 tools. The results in this study indicated that price perception, service convenience, and service quality had a positive and significant effect on consumer satisfaction. Brand equity had no positive and significant effect on consumer satisfaction. Price perception on purchasing decisions had a negative and significant effect. Meanwhile, service convenience, service quality, and brand equity on purchasing decisions hada positive and significant effects.

The Loyalty of Airport Railink Service Users with Satisfaction Mediation

The research objective was to determine the effect of timeliness, convenience, and comfort on the loyalty of Airport Railink service users by mediating the satisfaction of airport train passengers. This research uses a quantitative approach with a survey method and data analysis used descriptive statistics and inferential statistics path analysis. The sample is 100 passengers taken by convenience sampling. The results showed that effect to passenger satisfaction, the results showed that timeliness has a direct effect on passenger satisfaction, ease has a direct effect on passenger satisfaction and convenience has a direct effect on passenger satisfaction. Effect to passenger loyalty, timeliness has a direct effect on passenger loyalty, ease has a direct effect on passenger loyalty, convenience has a direct effect on passenger loyalty and passenger satisfaction has a direct effect on passenger loyalty. Whereas, indirect effect to passenger loyalty, timeliness has an indirect effect on loyalty by mediating passenger satisfaction. Also, ease has an indirect effect on passenger loyalty by mediating passenger satisfaction, and service convenience affects passenger loyalty by mediating passenger satisfaction. The key finding of this research is the management of Railink as an airport train operator issued a specific policy to support the improvement of the Timeliness of airport train services so that passenger satisfaction increases which then has implications for passenger loyalty.

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

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.

CUSTOMER SATISFACTION DETERMINATION AND IMPLICATIONS ON BEHAVIOR INTENTION (EMPIRICAL STUDY OF FOUR AND FIVE STAR HOTELS IN NORTH SULAWESI)

This study aims to determine and empirically prove the positive relationship between servicescape, interaction orientation, service convenience on customer satisfaction, and implications for behavior intention. This research problem departs from the concept of pentahelix in the tourism industry and the Ministry of Tourism's priority programs, especially digital tourism, and homestays are the central themes in this research. The success of achieving the target of tourist visits is closely related to the accommodation system at the destination, in this case the role of the hotel. On the other hand, the sustainability of a destination is closely related to the operations of the hotels located in that destination. That is, in conditions of an increase in the flow of visits to certain destinations accompanied by a rapid increase in the number of hotels. So it can be concluded that in a business both goods and services, servicescape, Interaction Orientation, Service Convenience are important factors in increasing customer satisfaction, even the three tadit factors, namely servicescape, interaction orientation, service convenience can encourage customer interest in using the product or services offered.