Impact of E-Service Quality on Satisfaction with E-Learning Usage at PT LSP XYZ

The purpose of this study is to explore theoretical model on research gap about of service quality on referencing intention to brand by adding intervening variable, brand attitude, through the influence of customer satisfaction. The object of research in this study is the Lie Kuang Hair and Beauty Salon Semarang. The problem of this research is coming from the business phenomenon that figures the declining of new customers from the year 2010-2011. This problem indicates that the company still have to evaluates the effectiveness of its strategies in deliverying the best service quality. This study uses Structural Equation Modelling (SEM) analysis, ran by AMOS program Ver.18 as an analytical tool for the 150 respondents in accordance with the rules of minimum sample size to 5 or more constructs. Proposed research model can be accepted with the assumption that value of Standardized Residual Covariance nothing more than ± 2.58 and the determinant of sample covariance matrix = 1,124. The measurement of exogenous and endogenous constructs tested using confirmatory analysis. Moreover, the Goodness-of-Fit test of full model was analyzed using the SEM in which the value Chi-square = 96,151; probability = 0,192; GFI = 0,923; AGFI = 0.891; Cmin / DF = 1,131; TLI = 0.989; CFI = 0.991; and RMSEA = 0.030; is in the range of values expected. The findings of this study give conclusions proving that good core service quality and peripheral service quality can improve the level of customer satisfaction. Moreover, the great customer satisfaction has positively created the positive brand attitude, and finally, the attitude has its positive effect to referencing intention toward the brand.

Purpose of the study: The purpose of this study is to examine the level of customer satisfaction and the influencing factors affecting customer satisfaction with the GrabCar service. Methodology: The data were collected using a self-administered questionnaire through an online survey from 211 respondents who have experience of using the GrabCar service more than two times in the last six months. The data were analyzed using SPSS version 23. Main Findings: The results revealed that the level of customer satisfaction with the GrabCar service is encouraging. The results also showed that price, cleanliness, accessibility, and safety significantly influence customer satisfaction with the GrabCar service. Applications of this study: This study assisted marketers and the transportation company better to understand the key drivers of the GrabCar service to generate and uphold customer satisfaction and loyalty as well as fidelity in an incredibly intricate market. Novelty/Originality of this study: The understanding towards variables that affect consumers’ levels of satisfaction is essential because it will determine a consumers’ intention to continue or to stop using a service, to promote the service through word of mouth, or to be loyal to the service.

As an intervention for Halodoc application users, this study aims to determine the impact of telemedicine application product e-service quality and brand trust on customer satisfaction repurchase intent. We surveyed 245 users of Halodoc applications who performed transactions using Halodoc applications at least once in the past year. The data analysis method used SPSS version 23 and the SEM analysis used LISREL 8.8 to process and analyze the survey data. Hypothesis test results show that quality of e-service has a positive and significant impact on repurchase intention, brand trust has a positive and significant impact on repurchase intention, and quality of e-service has a positive impact on customer satisfaction. It shows that it has a significant impact. Trust has a significant positive impact on customer satisfaction, and customer satisfaction has a significant positive impact on repurchase intention. In addition, the results of this study show a positive and significant indirect relationship between quality of e-service and brand confidence in repurchase intent mediated by customer satisfaction and repurchase intent mediated by customer satisfaction.

This study aims to find the dominant factors that influence the level of customer satisfaction at PT. LMI. The level of customer satisfaction is an absolute goal that must be achieved by every business organization. Customer satisfaction is the main trigger in moving business organizations by optimizing sales and business process mechanisms. Customers who get satisfaction of goods or services from a company will have an impact on repurchase intention. If the factors that influence customer satisfaction can be identified, the level of customer satisfaction can be measured, assessed, and planned for business activities. This research uses quantitative methods. The population used is 360 respondents who are active members of PT. LMI. The number of samples used and can represent the population is as many as 186 respondents. Sampling using random sampling technique. The data analysis method uses regression analysis and the results of this study state as follows, 1) the promotion strategy has a positive effect on customer satisfaction by 30.6%. 2) service quality has a positive effect on customer satisfaction by 59.3%. 3) simultaneously the promotion strategy and service quality have a significant effect of 70.6% on customer satisfaction.

This research focuses on measuring customer satisfaction with 5G technology in the context of internet services. By utilising the Technology Acceptance Model (TAM), this research aims to understand the extent to which acceptance of 5G technology impacts customer satisfaction. It is assumed that the level of customer satisfaction and customer acceptance of the product are interconnected, as satisfied customers are more likely to accept the product. Through the structural equation modelling (SEM) analysis method with the help of AMOS software, this study will provide valuable insights into the factors that influence customer acceptance and satisfaction in the internet service provider industry, with a focus on 5G technology products. T The study's findings could provide businesses significant insight about creating and sustaining their products in an extremely competitive marketplace. The PEOU variable, which measures customer satisfaction with sustainable use (PU), affects the way Telkomsel's 5G internet connection is used. Users change their behaviour once they feel the benefits, explaining why forcefully implemented technologies are not in line with users' intentions. Most users choose 5G because of their need and satisfaction with high-capacity internet. Furthermore, the usability variable (PU) is influenced by the ease of use variable (PEOU). The easier it is to use, the more useful it is. The behaviour variable is influenced by ease of use (PU) (AUB). The advantages of 5G connections, which include speed and accuracy, influence users' behavioural perceptions. Finally, benefits (PU) affect behaviour when using (AUB). The use of Telkomsel's 5G connection elicits positive behaviours, including satisfaction and consistent use. This connection offers advantages that make it a natural choice for users.

Umrah travel business is indeed promising. The best umroh travel will not have a bad track record. This track record shows the quality of service and the level of customer satisfaction. Choose Umrah travel that really has a good reputation where this travel never gets complaints from customers, or problems with third parties. The purpose of this study was to determine the effect of service quality and trust in customer satisfaction and its impact on the company's reputation in Umrah travel in East Jakarta. The study sample was 160 respondents from 5 Umrah travels studied. The sampling technique uses quota sampling, which is that each travel gets a quota of 32 samples. Data collection using a questionnaire. The data analysis technique uses Structural Equation Modeling (SEM) analysis which is processed by LISREL Software. The results of the study prove that service quality variables have a significant effect on customer satisfaction. The trust variable has a significant effect on customer satisfaction. Service quality variables have a significant effect on the company's reputation. While the trust variable does not affect the company's reputation. The customer satisfaction variable has a significant effect on the company's reputation in the Umrah Travel Bureau in East Jakarta.

ABSTRACTThe purpose of this research is to examines the influence of consumer behariour on marketing strategy, customer satisfaction and business performance, the influence of marketing strategy on customer satisfaction and business performance, and the influence of customer satisfaction on business performanceThe population used in this study were guests who stayed in a Villa unit sand Hotels under the management of Alpha Hotel Management, Bali – Indonesia, with a total of 171 respondents. Data were collected by using questionnaire, where the sampling method in this study using combination of purposive and accidental sampling.Technical analysis used is a quantitative analysis with SEM (Structural Equation Model) analysis method using AMOS. The results showed that consumer behavior has a positive and significant impacts on marketing strategy and customer satisfaction, positively insignificant impact on business performance. Marketing strategy has a positive significant impacts on customer satisfaction, but negative insignificants impact on business performance. While customer satisfaction has a positive and significant impact on business performance. Research also figure out that marketing strategy and customer satisfaction strengthen the impact of consumer behavior on business performance. Reseracher conclude that in order to gain better business performance, the marketer of a company has to combining all variables (Consumer Behaviour, Marketing Strategy, and Customer Satisfaction) rather than just focusing their efforts only on Marketing Strategy, where ensuring the highest level of Customer Satisfaction should become the most essential efforts to gain the highest Business Performance. Researcher suggest that future study be carried out using the same methodology but encompassing bigger areas of population and sampling, and uses more variables and indicators.

Introduction: This study investigates the relationship and impact of service quality on customer satisfaction at Yamaha Motor. Using correlation analysis, the study identifies a strong positive relationship between service quality and customer satisfaction, indicated by a Pearson correlation value of 0.778. A simple linear regression analysis further demonstrates that service quality significantly influences customer satisfaction, with a t-calculated value of 10.930, surpassing the t-table value of 1.664. These findings highlight the crucial role of service quality in shaping customer experiences and satisfaction levels. The results align with previous studies, which consistently establish a positive and significant relationship between service quality and customer satisfaction. This study emphasizes that delivering high-quality service is a key strategy for enhancing customer satisfaction and maintaining competitive advantage in the motorbike service industry. It provides valuable insights for businesses aiming to improve service quality to meet customer expectations and foster long-term customer loyalty. Future research is encouraged to explore additional factors that may moderate or mediate this relationship, such as customer trust, loyalty, or service innovation. Objective: This study explores the impact of service quality on customer satisfaction, emphasizing its importance for business sustainability in competitive markets. Customer satisfaction is crucial as it directly influences loyalty, profitability, and company growth. Service quality, defined as meeting or exceeding customer expectations, plays a key role in shaping satisfaction. Customers evaluate service quality based on their experiences and expectations, with high-quality service fostering loyalty and satisfaction. For Yamaha Motor, slow response to complaints and inconsistent service quality have affected customer satisfaction. This study highlights the correlation between service quality and satisfaction, underlining the need for businesses to deliver superior services to remain competitive. Theoretical Framework: This framework highlights key theories and models that underpin the research, providing a solid basis for understanding customer satisfaction and service quality. According to Kotler (2014), satisfaction arises from comparing perceived performance to expectations, influencing repeat purchases and loyalty. Lovelock and Wirtz (2015) emphasize satisfaction as an evaluation of service quality, value, and customer experience. Tjiptono (2012) outlines satisfaction as the difference between expectations and performance. Service quality, defined by Zeithaml and Parasuraman (2011), involves consistently exceeding customer expectations. Factors like communication, past experiences, and marketing influence perceptions. This study examines the relationship between expectations, service delivery, and satisfaction in driving customer loyalty. Method: The population is the generalization area consisting of objects/subjects that have certain qualities and characteristics determined by the researcher to be studied and then drawn into conclusions. The population and sample in this study consist of 80 customers of Yamaha Motor dealership in Bekasi.. Results and Discussion: The t-test was conducted by comparing the calculated t-value with the table t-value at a significance level of 0.05. The results of the significance test for the correlation coefficient showed a calculated t-value of 10.930, while the table t-value was 1.664. Since the calculated t-value is greater than the table t-value, Ho is rejected, and Ha is accepted, meaning that service quality has an effect on customer satisfaction. Research Implications: Service quality and customer satisfaction indicate that consumers have become more discerning in choosing and utilizing goods, services, or products, ensuring they gain the utility and benefits they seek. In some cases, they are even willing to spend more to obtain high-quality products. Therefore, service quality plays a significant role for customers in determining the products they want to purchase. For companies, it can help increase sales volume and maximize financial revenue. Originality/Value: After conducting this research, service quality has proven to be crucial as it directly impacts the company's image. Good service quality will be a significant advantage for Dealer Yamaha Motor Bekasi. If a company has already gained a positive reputation in the eyes of consumers, those consumers are likely to provide positive feedback and may even become loyal customers or repeat buyers. Therefore, it is essential to consider customer satisfaction in relation to the quality of service provided. Types of services that can be offered include convenience, speed, competence, and friendliness, demonstrated through attitudes and direct actions toward consumers.

Since the COVID-19 pandemic has forced most industries to embrace an online platform utilizing technological breakthroughs, it has significantly impacted our daily lives. Businesses that use marketplaces to sell and trade products to customers while increasing their participation through online shopping or e-commerce are among the sectors that take advantage of these situations. The current study set out to evaluate the level of customer satisfaction, trust, and service quality of the e-commerce application to enhance the system and provide a better shopping experience. Facebook, Shopee, Lazada, Shein, and TikTok were the five e-commerce platforms evaluated. The Philippines was the location of this study, and at least 200 people answered the survey, which was conducted in-person and online and consisted of 72 questionnaires. The researchers assessed twelve latent variables: perceived security, customer satisfaction, application interface, brand equity, tangibility, reliability, responsiveness, assurance, empathy, and information credibility. Structural equation modeling and multi-criteria decision analysis were used to analyze the data. The findings demonstrated that assurance, application interface, information credibility, and brand equity directly impacted service quality. Moreover, a direct and significant correlation exists between customer satisfaction and service quality. Customers’ trust is significantly impacted by their level of satisfaction and perception of security. The e-commerce apps were ranked using a multi-criteria decision analysis technique, which is the Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) based on tangibility, responsiveness, assurance, reliability, and empathy. Facebook received a low rating, whereas Shopee was ranked highest. To further enhance the services offered, the lowest rated application may use the results from the combination of the TOPSIS and SEM results. Additionally, application providers, managers, and researchers examining the user–software interaction of relevant e-commerce applications might utilize the study’s results to enhance their services regarding the purchasing experience and provide a sustainable service. Finally, this study is among the first to use the structural modeling approach to evaluate customer trust and satisfaction while integrating service quality and TOPSIS.

Customer satisfaction in online shopping refers to the satisfaction of buyers through their experience in making transactions through the e-commerce platform. E-commerce is short for " electronic commerce, " which refers to the process of trading or commercial transactions carried out electronically through the internet or computer network. This study aims to analyze the level of customer satisfaction in online purchases through e-commerce platforms. Qualitative methods are utilized in analyzing the data to identify e-commerce platforms and levels that influence customer satisfaction in the context of online purchases. The main problems identified in the business of buying and selling Online (E-Commerce) is the emergence of doubts on the part of the seller and the buyer due to not fulfilling the perfect purchase and sale rules. Buying and selling in e-commerce platforms also often causes concern or doubt to users because not all transactions meet the perfect standards or principles of buying and selling according to certain religious teachings or laws. This study found that the level of customer satisfaction showed a percentage of 67.7% strongly agreed and satisfied with the purchase transaction through the e-commerce platform. This shows that the level of customer satisfaction with online services is good. A good understanding and expectations of customers can also be fostered through their experience when dealing with buying and selling using an e-commerce platform. Practical implications for customer satisfaction in online business are also discussed. Therefore, virtual buyers can take advantage of the results of this study as a guide in purchasing online through e-commerce platforms.

The problems faced in this study include (1) How does BNI ATM service influence in terms of direct evidence (tangibles) on the level of customer satisfaction at BNI Tasikmalaya Branch? (2) How does BNI ATM service influence in terms of reliability on the level of customer satisfaction at BNI Tasikmalaya Branch? (3) How does BNI ATM service influence in terms of responsiveness on the level of customer satisfaction at BNI Tasikmalaya Branch? (4) How does BNI ATM service influence in terms of assurance on the level of customer satisfaction at BNI Tasikmalaya Branch? (5) How does BNI ATM service influence in terms of empathy on the level of customer satisfaction at BNI Tasikmalaya Branch? (6) How does BNI ATM service influence which consists of direct evidence (tangibles), reliability, responsiveness, assurance, and empathy on the level of customer satisfaction at BNI Tasikmalaya Branch? The purpose of this study was to study, determine, and analyze the influence of ATM services (tangibles, reliability, responsiveness, assurance, and empathy) on the level of customer satisfaction at BNI Tasikmalaya Branch. The method used in this study was an explanatory survey, while the technical data analysis was validity testing, reliability testing, descriptive statistics, Inductive Statistical Analysis with Multiple Regression. The results of the study inform that (1) Tangibles have a positive effect on the level of customer satisfaction at BNI Tasikmalaya Branch. This means that if tangibles are increased, the level of customer satisfaction will also increase. (2) Reliability has a positive effect on the level of customer satisfaction at BNI Tasikmalaya Branch. This means that if reliability is increased, the level of customer satisfaction will also increase. (3) Responsiveness has a positive effect on the level of customer satisfaction at BNI Tasikmalaya Branch. This means that if responsiveness is increased, the level of customer satisfaction will also increase. (4) Assurance has a positive effect on the level of customer satisfaction at BNI Tasikmalaya Branch. This means that if direct evidence (tangibles), reliability, responsiveness, assurance and empathy are increased, then the level of customer satisfaction will also increase. (5) Empathy has a positive effect on the level of customer satisfaction at BNI Tasikmalaya Branch. This means that if empathy is increased, then the level of customer satisfaction will also increase. (6) Direct evidence (tangibles), reliability, responsiveness, assurance and empathy have a positive effect on the level of customer satisfaction at BNI Tasikmalaya Branch. This means that if direct evidence (tangibles), reliability, responsiveness, assurance and empathy are increased, then the level of customer satisfaction will also increase.

The development of Islamic banking is very rapid, causing competition between Islamic and conventional banking. Improving the quality of services and products makes the main point in providing customer satisfaction. This study aims to analyze the influence of service quality, product quality, and price with customer satisfaction at Islamic commercial banks in the city of Bogor. This study uses SEM (Structural Equation Modeling) to determine the level of influence of the relationship between customer satisfaction with service quality, product quality and price. This study used a sample of 100 respondents with qualifications of 81 men and 19 women and used a descriptive approach. The results of this study are the level of customer satisfaction with prices reaching 2.49, besides that the level of customer satisfaction with products is 2.91, and the level of customer satisfaction with service quality is 2.84. These results prove that customer satisfaction is strongly influenced by the price, products, and quality of services provided by Islamic banking.

This study investigated the quality of service of the health and fitness center as assessed by the clients in terms of reliability, responsiveness, assurance, empathy, and tangibles; the clients’ level of customers satisfaction on the services of the health and fitness center; the clients’ consumer behavior towards the services of the health and fitness center; and the business performance of the health and fitness center in terms of customer loyalty and customer retention rate. Further, it probed the relationship between the quality of service and clients’ level of customer satisfaction on the health and fitness center’s services; between the clients’ level of customer satisfaction and consumer behavior towards the health and fitness center’s services; and between the quality of service and business performance of the health and fitness center. It also ascertained whether service quality, level of customer satisfaction and level of consumer behavior could predict the business performance of the health and fitness center. This study utilized the descriptive-correlational research design, which involved 300 randomly selected clients of the Oxygen Gym Health and Fitness Center, in Kuwait, UAE. Findings revealed that the respondent-clients ‘strongly agree’ with an overall average of 3.48 to the quality of service of the health and fitness center, the Oxygen Gym, as to its services. The respondent-clients’ level of satisfaction on the services of health and fitness center was ‘very high’ with an overall weighted mean of 3.51. The respondent-clients ‘strongly agree’ with an average weighted mean of 3.50 to all the indicators of customer behavior, such as psychological, personal, social and cultural factors, towards the services of the health and fitness center. Results also revealed that the degree of customer loyalty as a qualitative measure of the Oxygen Gym’s business performance was very high. Results also shown that there was a significant relationship between level of customer satisfaction and consumer behavior towards the health and fitness center’s services

In the present study, researchers tied to find the level of customer satisfaction and the expectations of customers regarding the after-sales services of the Hyundai Motors Service Centre in Pune, city. The study requirement was that primary data be collected by using a questionnaire as a research tool, with five-point Likert scaled questions and multiple-choice rating questions. This data has been analyzed using an analysis tool. The study has helped to find important factors that influence customer satisfaction with the after-sales service of Hyundai cars. The research was thus performed to assess the level of customer satisfaction with the services provided at the service centres for Hyundai Motor owners in Pune city, wherein service centres were taken as a sample, which, according to the researchers, represented the population adequately. It was found that customers are highly satisfied with service quality of after-sales services and the level of customer satisfaction amongst the owners of Hyundai Motors.

This research is on CV. Netral Rengat District, Indragiri Hulu Regency. The purpose of this research is to know the effect of service quality and price simultaneously on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency; To find out the effect of service quality partially on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency; To find out the effect of prices partially on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency. The population in this study are all consumers who use the services of CV. Neutral Rengat Subdistrict, Indragiri Hulu Regency which is infinite in number, where visitors are teenagers to adults, the population used is 24,057 people. While the sample in this study amounted to 100 people with a nonprobability sampling technique. Thisr research used quantitative methods, namely by multiple linear regression, correlation coefficient and determination, and F test and t test. Based on the results of the research and discussion, some conclusions can be drawn as follows: From the quantitative calculations obtained using the multiple linear regression equation Y = a + b1X1 + b2X2 obtained Y = 3.808 + 0.238 X1 + 0.528 X2, namely the constant coefficient value (a) amounting to 3.808 this means that if the value of service quality (X1) and price (X2) equals zero, then the level or amount of customer satisfaction (Y) is equal to 3.808. The coefficient value of X1 = 0.238 means that if the service quality (X1) rises by one unit, while the price variable (X2) remains, customer satisfaction (Y) will increase by 0.238 and vice versa if the service quality (X1) decreases by one unit, while the price variable (X2) remains, consumer satisfaction (Y) will decrease by 0,238. The coefficient value of X2 = 0.528 explains that if the price (X2) rises by one unit, while the service quality variable (X1) remains, the level of customer satisfaction (Y) will increase by 0.528 and if the price (X2) falls by one unit, while the service quality variable (X1) remains that consumer satisfaction (Y) will decrease by 0.528. Multiple linear correlation coefficient (R) that is 0.885 means that the relationship that has a very high correlation between service quality and price to customer satisfaction is 0.885. The coefficient of determination (R2) is 0.783, meaning that customer satisfaction can be explained by variations in changes in the independent variable (service quality and price) of 78.3%, while the remaining 21.7% is explained by other variables outside the research. Based on the results of the F test, the calculated F value is 175,051 with a significant level of 0,000. While Ftable at 100% (0.05) is 3.09. In both calculations, F count> Ftable is 175,051> 3,09. This means that Ho is rejected and Ha is accepted, meaning that simultaneously service quality and price have a significant effect on customer satisfaction. Based on the results of the t test obtained the value of tcount X1> t table = 2.101> 1.98447 so that Ho is rejected and Ha is accepted, which means the independent variable (X1) service quality partially has a significant effect on the variable customer satisfaction (Y). Furthermore, the value of tcount X2> t table = 4.268> 1.98447 so that Ho is rejected and Ha is accepted, which means that the independent variable (X2) price partially has a significant effect on the variable customer satisfaction (Y).