Create Customer Satisfaction Research Articles

The Effect of Service Quality toward Customer Satisfaction of Go-Jek Online Transportation: A Case Study of Students at Syiah Kuala University, Indonesia

This study aimed to determine the service quality and customer satisfaction of GO-JEK online transportation. This research used quantitative descriptive methods. After doing the literature and field reviews, the data in this study collected through questionnaires totaling 86 respondents. The sampling technique in this study used the incidental sampling technique. Data analysis techniques used were simple linear regression, correlation coefficient, determination, t-test to test and prove the research hypothesis. Based on the results of data analysis, the results of the study showed correlation 0.634, which means the strong correlation between variables of service quality with customer satisfaction variables. The coefficient of determination showed the effect of service quality on customer satisfaction of 0.796 or 79.6%. Furthermore, the t-test at the 5% significance level of the hypothesis was accepted, evidenced by the probability value. The conclusion from this study is that there is an influence between service quality and customer satisfaction. If the service quality provided is good, it will create customer satisfaction.

Pengaruh Kualitas Layanan dan Lokasi Terhadap Kepuasan dan Loyalitas Pelanggan pada Don’s Warnet Cikarang

Competition in the business world, especially the cafe industry shows an increasing trend. For some internet cafe managers, the importance of creating customer satisfaction and customer loyalty is very important and a primary goal. Managers of internet cafe services are now competing to improve optimal services to achieve these goals .Customer satisfaction and customer loyalty are expressions of feelings or impressions of everyone when using a product or service. This research aims to identify and examine the factors that may affect the customer's satisfaction and loyalty in Don 's Warnet Cikarang . With a sample size of 200 people , the research carried out on the visitors who have used the services of Don 's Warnet , and conducted by purposive sampling technique .The results show that customer satisfaction is positively and significantly influenced by the quality of service and location factors . As for the only customer loyalty is positively and significantly influenced by customer satisfaction factors . The moderating variable frequency of visits and customer's place of residence does not give significant results on satisfaction and customer loyalty .Thus , it can be concluded that in order to get satisfaction and customer loyalty , besides place the business location that is close to the customer's environment , Don 's Warnet should further improve the quality of services , especially in the field of reliability of internet access , responsiveness operators , security environment and a sense of empathy towards the customer . So the satisfaction perceived by customers , is expected to make a loyal customer to the products / services used .

Otel İşletmelerinde Tüketicilerin Hizmet Uzantısı Algılamaları ile Memnuniyet Düzeyleri Arasındaki İlişkiyi Belirlemeye Yönelik Bir Araştırma

Servicescapes are an important factor to create customer satisfaction by managing consumer expectations and perceptions. One of the main goals of the hotel businesses is to provide consumer satisfaction. One way to achieve this is to optimize servicescapes. From this point of view, the purpose of the research is to determine the relationship between servicescapes perceptions and satisfaction levels of consumer in hotel businesses. For this purpose, a survey was conducted to 368 domestic tourists staying in three and more star hotel businesses within the boundaries of Canakkale province. According to the research results, the perception level of servicescapes of consumers staying in the hotel business is high. In addition, in-hotel variables, in-hotel place variables and variables related to hotel employees affects positively to hotel consumer satisfaction. On the other hand, out-of-hotel variables and hotel registration variables do not have a statistically significant effect on consumer satisfaction.

KEPUASAN MEREK MEMEDIASI PENGARUH SENSORIK MEREK TERHADAP LOYALITAS MEREK TELEPON PINTAR APPLE

The amount of interest in the use of smartphones has created intense competition among smartphone vendors. Companies are required not only to create customer satisfaction but also to find and build a management system that is professionally able to retain customers. This research is a quantitative study using online survey methods. The samples in this study were all Apple brand smartphone users. the variables used are Brand Sensory, Brand Satisfaction, and Brand Loyalty. Sampling with purposive sampling. Data analysis uses structural equation modeling (SEM) to test models and hypotheses. The analysis shows that brand sensory has a positive effect on brand satisfaction and brand loyalty. Brand Satisfaction has a positive effect on Brand Loyalty. Brand satisfaction mediates the sensory influence of brands on brand loyalty.

The Effect Analysis of Marketing Mix on Barbershop Service Selection Decisions by Customer at Next Premium Barbershop Abdullah Lubis Medan Branch

Nowadays, appearance is equally important for both women and men, one of those isthe hair appearance that the style continually follow the trends. Annually, the emergence of a barbershop in Medan City increases rapidly, leading tothe rise of a lot of competitors, accounted for more than 30 barbershops arising until early 2019. The Abdullah Lubis branch has experienced a customer downward trend in the last 3 years, which shows that there are problems with the branch. Several factors affect the declining number of Next Premium Abdullah Lubis Medan customers including promotion, people, process, physical evidence, location, product, and price which are facilitated and provided by Next Premium Barbershop Medan. This study aims to determine: 1) the effect of promotion on barbershop service selection decisions, 2) the influence of people on barbershop service selection decisions, 3) the effect of the process on barbershop service selection decisions, 4) the effect of physical evidence on barbershop service selection decisions, 5) the influence location on barbershop service selection decisions, 6) product influence on barbershop service selection decisions, 7) price influence on barbershop service selection decisions. The population in this study is 11.495. Determination of sample size uses the Slovin formula, with error tolerance = 10%, so that a sample of 99 respondents is obtained. The method of data collection is conducted by the method of documentation, interviews, and distributing questionnaires to respondents. Data analysis techniques in this study used multiple linear regression analysis at the significance level = 0.1. The results of the t-test showed that only promotion, product, and price variables had a positive and significant influenceon barbershop service selection decisions. The F test showed that simultaneously promotion, people, process, physical evidence, location, product, and price variables had positive and significant effectson barbershop service selection decisions. Therefore the company must implement a breakthrough or strategy in increasing promotion. Providing training to produce a low error rate for each services that create customer satisfaction.

MYSTERY SHOPPERS AND NET PROMOTER SCORE TOOLS FOR CUSTOMER SATISFACTION IMPROVEMENT

In conditions of high levels of globalization and strong competition, customer satisfaction is an essential prerequisite for their loyalty and successful retailing. Defining measurable parameters that affect customer satisfaction is a prerequisite for measuring and tracking them. The AIDA model is the basis of the sales funnel concept that allows defining and measuring the value conversions of one funnel element to another. Through an analysis of two case studies: a local retail chain and an international Toyota retail, both based on the AIDA model, adapted sales funnels and conversion indicators of the sales funnel elements are presented as a measure of the success of the retail chain. Two methodologies for creating customer satisfaction are analyzed: BIG 4 and AWOS, including the tools: Upsale and CrossSale to enhance it. In addition to the thesis on the importance of customer satisfaction and the power of its influence, surveys of local sales staff and views of top world managers are presented. The importance of feedback from customer to company is demonstrated through realistic values from the application of two tools: Mystery Shoppers MS, and Net Promoter Score NPS. The process of defining an adapted sales conversion funnel is presented which is practically applied through the analysis of two case studies. The cases demonstrate the importance of educating sales staff, as well as the impact of marketing and commercial campaigns on sales success. The conclusion of the research is that customer satisfaction is a prerequisite for successful retailing and a major competitive advantage that should be constantly in the focus of every successful company.

KUALITAS PELAYANAN TERHADAP PELANGGAN PADA PT. POS INDONESIA (PERSERO) BANDA ACEH

Facing future shipping competition, the quality of service to customers is an unavoidable demand. The purpose of the author is to find out about the quality of service to customers at PT. Pos Indonesia (Persero) Banda Aceh. In collecting the data needed, the writer uses two ways, namely library study, and field study by conducting direct interviews with the competent parties in charge of service at PT. Pos Indonesia (Persero) Banda Aceh, as well as observations. The results of the study found that service quality standards for customers at PT. Pos Indonesia (Persero) Banda Aceh is speed, ease and comfort. The role of providing high quality services to customers, to cause decisions from customers to immediately provide goods / services offered at that time, to foster customer trust in the goods / services offered, to create customer trust and satisfaction. The service function is to serve customers with a friendly, precise, and fast, and satisfy customers to want to do business again with the company. Types of services at PT. Pos Indonesia (Persero) Banda Aceh is a regular postal letter and express mail, postal money order, postal parcel, checking and postal check service, additional services, special services, agency services. In providing services to the community of PT. Pos Indonesia (Persero) Banda Aceh has a service facility in the form of form, waiting room, table, pens, stamps, envelopes, boxes, tromolpos, postal buses and equipment to wrap packages. The items that are forbidden to be sent using the services of PT. Pos Indonesia (Persero) Banda Aceh is goods that are quickly damaged, explosive items, live animals, plants, drugs, liquid goods, and sharp items. Keywords: quality of service to customers

Strategi Service Quality Sebagai Media Dalam Menciptakan Kepuasan Dan Loyalitas Pelanggan

Quality of service is one of the factors that determine customer satisfaction. The good quality of service and its effectiveness in carrying out the promotion mix will provide positive responses to customer satisfaction to remain loyal using its services. The creation of customer satisfaction can provide several benefits, including the relationship between the company and the customer to be harmonious, provide a good basis for repurchase and create customer loyalty and form word-of-mouth recommendations that benefit the company. This means that the existence of a good quality of service will be a driving factor for increasing consumer satisfaction so that there will be repeated consumption of products sold until consumer loyalty is created. This type of research uses library research or library research. Literature research is a study conducted in a library room to collect and analyze data sourced from libraries in the form of periodical books such as periodicals, periodicals, historical stories, documents and other library materials that are can be used as a reference source for compiling a scientific report. Data analysis techniques used content analysis. The results of this study prove that loyalty will be created by maintaining an image through creating a good perception of product attributes and implementing a service recovery program by apologizing for making mistakes, taking immediate action, showing remorse, providing guarantees and following up. Besides creating customer satisfaction is a variable that cannot be left behind in order to create a reason for customers to remain willing to establish long-term relationships with the company.
 Keywords: service quality, satisfaction, loyalty

Revisiting the role of relationship benefits in online retail

Purpose Given the importance of relationship benefits in creating customer satisfaction, the purpose of this paper is to investigate the moderating role of relationship benefits (special treatment benefits and confidence benefits) on relationship quality and word of mouth (WOM) for online retailers. The conditional mediating role of relationship quality between customer satisfaction and WOM is also examined. Design/methodology/approach A sample of 700 MBA students from two universities in Punjab (North India) has been used to collect data. Structural equation modelling and PROCESS Macro (Hayes (2017) have been used for data analysis (mod mod mediation). Findings When customers perceive high confidence benefits, special treatment benefits moderate the mediational role of relationship quality between customer satisfaction and WOM. Specific conditions under which use of confidence benefits and special treatment benefits are successful for online retailers have also been identified. Practical implications Tailored use of special treatment benefits with confidence benefits in appropriate combinations will help the online retailers in segmenting the customers and differentiating amongst them according to the customers’ receptivity towards these benefits. Marketers can devise communication strategies, create customer segments and position their services using the results obtained in the study. Originality/value The present study is the first of its kind which clarifies as to why the previous literature considered special treatment benefits as less relevant to customers. It also establishes the situations in which these benefits successfully moderate the effect of customer satisfaction in developing relationship quality and eliciting positive WOM in the Indian internet retailing context.

Freight Forwarder İşletmelerinden Hizmet Alan Müşterilerin Memnuniyetinin Araştırılması

Günümüzde rekabet avantajı sağlamak isteyen işletmelerin, temel yetenekleri dışında kalan lojistik faaliyetler için dış kaynak kullanımına gitmeleri lojistik alanında yeniliklere yol açmıştır. Lojistiğe olan ilgi arttıkça lojistik alanında hizmet sağlayıcı olarak faaliyet gösteren 3. parti lojistik işletmelerde de artış görülmeye başlanmıştır. Çalışmanın amacı: lojistik faaliyetlerinde dış kaynak kullanarak Freight Forwarder işletmelerinden hizmet alan müşterilerin memnuniyetinin belirlenmesidir. Bu amaç doğrultusunda merkezi İstanbul ilinde bulunan Freight Forwarder müşterileri üzerinde yapılandırılmış görüşme yöntemi ile Freight Forwarder işletmelerinde müşteri memnuniyeti yaratan kriterlerin tespit edilmesine çalışılmıştır. Çalışma sonucunda: Freight Forwarder müşterilerinin genel olarak almış oldukları hizmetten memnun oldukları sonucuna ulaşılmıştır. Müşterilerin en çok memnun oldukları hususun ‘maliyet avantajı sağlama’ kriteri olduğu görülürken, en çok memnuniyetsizlik ifade ettikleri hususun ‘Freight Forwarder işletmenin çalışanlarının ve alt taşıyıcıların paydaşlık konusunda gerekli yetkinlik ve iş disiplinini sağlayamaması’ kriteri olduğu tespit edilmiştir.

Developing Quality Culture in Power Plant Construction Company to Improve Competitiveness

The tight competition in the construction sector in Indonesia's infrastructure projects presents a challenge to construction service companies, especially in the power plant infrastructure industry. To improve the competitiveness of construction service companies, customer satisfaction guarantees must be created, as follows: 1) Products must be in accordance with the requirements, the project done is completed on time, the costs incurred are relatively cheap and collateral for Health, Safety and Environment (HSE) should be realized. In creating customer satisfaction, the concept of Quality Culture needs to be applied. By using the Deming Cycle method in building a quality culture, it is expected that power plant construction service companies could increase competitiveness. This study aims to determine the effect of developing a quality culture on power plant construction service companies, data obtained through archival analysis, interviews and questionnaire surveys. Data processing concludes the activities needed on developing a quality culture for risk-based organizational functions in power plant construction service companies as a way to increase competitiveness. The results of this study are the concept of building a PDCA-based quality culture in the Quality Management System in a power plant construction services company.

THE RELATIONSHIP OF HOSPITAL COST, SERVICE QUALITY AND PATIENT SATISFACTION

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

PENGARUH PELAYANAN PRIMA TERHADAP LOYALITAS PELANGGAN PADA PT FAST FOOD INDONESIA TBK KFC CABANG RAMAYANA CIBUBUR JAKARTA TIMUR bilgah 1) bilgah.bgh@bsi.ac.id Unversitas BSI fakultasTeknik Informasi

Abstract - The best service the company provides to customers can create customer satisfaction. In this research, the method used is a quantitative method and using software SPSS 22.0. The data used are observation, interview, questionnaire, and literature study. The number of samples as many as 100 respondents on KFC customers RAMAYANA CIBUBUR Branch. The result of the correlation calculation of 0.771 means a strong relationship between excellent service to customer loyalty. In determination coefficient test is known that the value of R Square is 59.3% and the remaining 40.7% influenced by other factors that affect customer satisfaction such as suitability, endurance, and ease. And then the result regression analysis obtained Y = 14.447 + 0.926X which indicates that if the excellent service is considered constant, then customer loyalty will be positive and significant. Keywords: Excellent Service, customer loyalty

Product Quality, Quality Services, Price Toward Customer Satisfaction at Indosat Ooredoo

This study aims to determine the effect of product quality, service quality and price to Ooredoo indosat customer satisfaction. The research is based on the increasingly advanced telecommunication industry in Indonesia so that the author realizes the importance of product quality, service and price in creating customer satisfaction. The method used in this research is a quantitative research method that develops and uses mathematical models, theories and / or hypotheses related to the phenomenon around. The purpose of this quantitative study is to test the hypothesis to produce answers to the research of the subject under study. In the primary data collection, the authors use closed questions and in closed questions the authors use the likert scale with a sample of 121 respondents in the population of Indosat Ooredoo customers. In data processing, writer use SPSS 22.0 for windows program and get regression equation from result of analysis of influence of product quality, service and price to Indosat Ooredoo customer satisfaction. Based on the research results prove, both partially and simultaneously, research reject Ho and accept Ha. So it can be concluded that product quality, service and price variables have a positive and significant effect on customer satisfaction of Indosat Ooredoo

Investigating the Effect of Store Image on Purchase Intention with Mediating Role of Service Quality: A Study of Hyper Star and Metro

The paper aims at identifying the effects of store image on purchase intention in international retail outlets in Lahore, Pakistan. The study focuses on the different dimensions of store image that effect consumer purchase intention in the retail outlets and how service quality contributes in building store image significantly. A sample of 265 consumers was taken; the research is quantitative in nature. A questionnaire (survey) method was used and data were collected from two supermarkets Metro and Hyper star in Lahore. This development is an important focus for both researchers and operators of hypermarkets. EFA and CFA models are employed for the study. The study focuses on the importance of store image in retailing and how it influences purchase intention in a positive way. Service quality also contributes to store image and helps create customer satisfaction and loyalty which in return affect consumer perceived behavior. The results indicate that store image has a significant effect on service quality and purchase intention. Managers can make the perception of stores better by enhancing the service provided to customers. The management staff can improve the quality of interaction between the staff and the customers. The store environment can be improved and made more attractive to attract customers. Keywords: store image, purchase intention, service quality, retailing.

TEENS AND THE HANG OUT LIFESTYLE: WHAT DRIVES TEENS SATISFACTION AND ATTITUDINAL LOYALTY?

Introduction: Satisfying teens consumer group is critical to retain a larger market share in the future. Creating teens’ experience and value seems to be fundamental for enhancing both satisfaction and loyalty in cafes industry. Background Problem: This study examines the impact of customers’ experiences and the hedonic quality on teenagers’ satisfaction and attitudinal loyalty. Novelty: This study provides a new and comprehensive model of customer experience by adding hedonic value as a subjective experience to evaluate satisfaction and attitudinal loyalty. Research Method: Questionnaires were used to collect the data. Purposive sampling was chosen to select the respondents. Two hundred Indonesian teens participated in this study. In order to achieve the aim of this study, SPSS 23 and Partial Least Square (PLS) 3 were used. Seven out of ten hypotheses proposed in the study were supported. Findings: Three dimensions of customer experience (staff interaction, customer interaction and physical environment) have a significant effect on customers’ satisfaction, but only one dimension (physical environment) has an effect on customers’ attitudinal loyalty. An additional finding of this research is that all the hedonic quality dimensions (except hedonic emotional) have an effect on customers’ satisfaction. Lastly, customers’ satisfaction has a significant effect toward customers’ attitudinal loyalty. Conclusion: The findings suggested that a cafe’s manager or owner should pay attention to their customers’ experiences and their hedonic quality, in order to create customer satisfaction and enhance their attitudinal loyalty toward the cafe.

THE INFLUENCE OF SAVING PRODUCT ATTRIBUTES AND QUALITY OF SERVICE ON BANK CUSTOMER SATISFACTION

This study aims to determine the effect of savings products and service quality on customer satisfaction in the workplace. The sample in this study were 100 customers of the PT Bank Jatim Tenggilis Surabaya Branch Office. Data collection techniques in this study were observation, questionnaires, and librarian studies. While the data analysis technique used is the classical assumption test technique, multiple linear regression analysis, and hypothesis testing using SPSS 17 software. The results show that there is an influence between savings products and services on customer satisfaction. There is a positive and significant influence between savings products and services on customer satisfaction, so the hypothesis is accepted. The coefficient of determination is 0.443 which indicates that the savings products and services together can explain the customer satisfaction of the PT Bank Jatim Tenggilis Surabaya Sub-Branch Office by 44.3%, while the rest is influenced by other variables not examined. There is a relationship between savings products and services with customer satisfaction, so companies must pay more attention to the service products sold and the services provided to create customer satisfaction.

Peran Stakeholders Dalam Pengelolaan Dan Akuntabilitas Lingkungan Pada Mal Ratu Indah Makassar

This study aimed to investigate the role of stakeholders in environmental accountability and management practices on the Ratu Indah Makassar Mall. This study used a phenomenological approach in which the researcher collected data using participant observation to find out the essential phenomena of participants in their life experiences. The study began from October 2018 to March 2019. The data collection method used interviews with HRD Staff, Operational Section Head and Greenship Manager about the role of stakeholders in environmental accountability and management, observation of stakeholders involvement in environmental accountability and management and documentation. The data analysis method used the analysis of Miles and Huberman, namely data collection, data reduction, data presentation, drawing conclusions and verification. The results of the study showed that the role and engagement of stakeholders in environmental accountability and management, both in the form of participation, cooperation, supervision and inspection can strengthen relations between companies and stakeholders, create customer satisfaction and comfort, improve environmental performance and contribute to the development and business sustainable.

Customer Perceptions and Expectations of the Quality of Soekarno-Hatta Airport Railway Services

The research objective is to determine customer perceptions and expectations of the Soekarno-Hatta Airport train service. Analysis of customer perceptions and expectations is used to find out the services desired, needed, and expected by passengers so as to create customer satisfaction. This research is a type of descriptive research using a quantitative approach. The study population is all passengers of the Soekarno-Hatta airport train. The sampling technique used is quota sampling technique. Research instruments using questionnaires and research data analysis using gap analysis and descriptive analysis. The results of this study are there are 4 dimensions that are considered unsatisfactory customers, namely the dimensions of physical evidence, responsiveness, reliability, and guarantees, and there are 1 service dimensions that are considered satisfactory customers, namely the empathy dimension

PERAN WORD OF MOUTH MEMEDIASI PENGARUH KEPUASAN TERHADAP LOYALITAS KONSUMEN PADA GREEN PRODUCT MEREK ORIFLAME DI KOTA DENPASAR

Increased human awareness of the importance of preserving natural resources has made many producers of various types of products begin to switch to using materials that do not damage the environment or known as green products. This change in the concept of marketing based on the environment requires the right marketing strategy to create customer satisfaction and loyalty. Retained customers will be happy to express positive things and provide recommendations about products to others (Word of Mouth). This research was conducted on consumers in the city of Denpasar by using data from the number of Oriflame consultants as many as 100 people. Data were analyzed by path analysis techniques, where the validity and reliability tests were carried out in the initial stages of testing. The results of the analysis show that satisfaction and word of mouth have a significant effect on consumer loyalty on the Oriflame brand green product. Word of Mouth also plays a role in mediating the effect of satisfaction on consumer loyalty on the Oriflame brand green product. For this reason, to encourage positive word of mouth from consumers, the combination of product quality and good service quality will encourage customer satisfaction which ultimately leads to an increase in customer loyalty.