Service Quality Customer Satisfaction Research Articles

Customer Satisfaction of Service Quality: Assessing Mobile Banking Practices

This study aims to examine the impact of mobile banking service quality on customer satisfaction. The research seeks to determine whether improvements in service quality lead to higher levels of customer satisfaction. Data for this study were collected through a descriptive research approach, using a structured questionnaire with close-ended questions. The survey was conducted among mobile banking users in Kapilvastu, Nepal. The statistical analysis involved employing the Chi-square test to identify associations between variables and the Mann-Whitney U test to explore the relationship of independent variables with satisfaction categories (i.e., satisfied and unsatisfied). Notably, each relationship between the variables was found to be statistically significant. The findings of this paper demonstrate that in the context of Nepal, customers indeed experience increased satisfaction with mobile banking services. In addition to creating new value for both users and providers, the digital transformation in the banking sector also raises important questions about how practices are transformed in response to these advancements. This study sheds light on the satisfaction levels of customers using mobile banking services in the Nepalese context, highlighting the positive impact of these services on customer satisfaction.

GREEN SERVICE QUALITY AND CUSTOMER SATISFACTION FOR MALAYSIA AIRLINE COMPANIES

Purpose: The purpose of this paper is to propose a framework of airlines customer’s evaluation of green service quality toward customer’s satisfaction provided by Malaysia Airline Companies.
 
 Design/Methodology/Approach: This paper reviews the conceptual and empirical literature to develop a model of the various aspects of the service quality – customer satisfaction relationship encompassed by the concept of ‘airline customer satisfaction’ and to assess the advantages and disadvantages of alternative methods of measurement. Six conceptual dimensions are identified: (1) Airline tangibles (2) Terminal tangibles (3) Personnel (4) Empathy (5) Image (6) Green Airport (7) Customer Satisfaction
 Findings: Integration of these dimensions into a conceptual framework that describes the relationships among the components and how they collectively result in green service quality and customer satisfaction. We also elucidate future research directions for management scholars
 
 Research Limitation/Implication: The research examines the relationship between green service quality dimension and customer satisfaction in airline industry. This study focuses on the evaluation of all airline service user regarding airline service quality. The main limitation of this study is that it focusses to customer satisfaction on all Airlines Companies: thus, the result cannot be generalized.
 
 Practical Implications: The framework proposed can be applied to future research on green service quality and customer satisfaction. This study will lead to passenger’s satisfaction and encourage the development of long-term relationships with their customers.

Telecommunications service quality, customer satisfaction and customer loyalty in pandemic times

PurposeThis study aims to empirically explore telecommunications service quality (SQ) and its impact on the customer loyalty (CL) through a mediating impact of customer satisfaction (CS) during the COVID-19 pandemic crisis.Design/methodology/approachA survey was conducted involving 384 customers of telecommunications service providers in Egypt. The hypothesized direct relationships were tested through regression analysis, and the mediating effect was tested using structural equation modeling technique.FindingsThe results reveal a strong positive relationship of SQ dimensions, CS and CL. Reliability, privacy and security and convenience, respectively, proved to increase CS and CL more than the other SQ dimensions, particularly during COVID-19. Moreover, CS was found to significantly and fully mediate the effect of SQ on CL.Research limitations/implicationsThis is an empirical research applied in the Egyptian telecommunications setting. Its relationships need further investigation in other settings and countries. Also, traditional limitations of a cross-sectional study apply with respect to the attribution of causality and the time lag effects.Practical implicationsIn strategic planning of telecommunications services and the associated consumer behavior, the results of this study can be helpful for policymakers. In case of similar epidemics and natural calamities, consumers may depict similar behavior as shown during the lockdown and social distancing during COVID-19; hence, this study can help regulatory bodies in preparing their safety roadmap.Originality/valueThis study contributes to the body of knowledge in enhancing the understanding on the impact of telecommunications SQ on CS and loyalty, particularly during the COVID-19 pandemic crisis.

The Effect of Service Quality Customer Satisfaction at Galang Post Office

This study aims to find out the Effect of Service Quality on Customer Satisfaction at Galang Post Office. The samples used in this study were customers of Galang Post Office, aged 16 years to 69 years, had used the services of Galang Post Office. The number of samples used based on the size of the population, then the number of samples can be as many as 55 people. The results of this study showed that free variables, namely Service Quality (X), affect Customer Satisfaction (Y) thatuses n Galang Post Office services. The results of this study showed that Quality of Service has an influence of 68.2%on Customer Satisfaction of Galang Post Office.

Customer loyalty toward delivery services at Kedai Ladanya Restaurant, Cianjur Regency, West Java

The food delivery service feature is a food delivery transaction that can be done via a handheld device or smartphone. The purpose of this study was to determine the characteristics of customers, identify the effect of service quality on customer satisfaction, and identify the influence of customers satisfaction on customers loyalty at Kedai Ladanya Restaurant. Data were collected using a questionnaire on 55 respondents who were customers at the Kedai Ladanya Restaurant with criteria aged 17 years and over, where buying food at the Kedai Ladanya Restaurant and had made transactions through the delivery service at the Kedai Ladanya Restaurant. The analysis used is simple linear regression analysis using SPSS 25 software. The results show that the percentage of characteristics for gender is female, for ages 17-20 years and 21-30 years, for the last education, namely high school/equivalent, for work namely students, the income is IDR. 1,000,000 – IDR. 3,000,000, for the average purchase frequency, which is less than three times per month, and the last delivery service used is GrabFood. The results showed that the relationship between service quality customer satisfaction and customers loyalty had a positive and significant effect.

Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty

PurposeThe purpose of this study is to investigate the influential factors of customer loyalty to Islamic banks, namely, service quality, customer satisfaction, customer engagement and religiosity.Design/methodology/approachThis study is a survey of 335 Islamic bank customers in West Sumatra, Indonesia. This research deployed purposive sampling and analyzed the data by using covariance-based structural equation modeling.FindingsService quality has a positive and significant impact on customer satisfaction. Religiosity has a significant and negative moderating impact on the service quality–customer satisfaction relationship. Service quality has no significant influence on customer loyalty. Customer satisfaction is a significant antecedent of customer engagement and loyalty. Finally, customer engagement has a significant and positive effect on customer loyalty.Research limitations/implicationsThis study is a combination of cross-sectional and a single-country case. Accordingly, the results may not be representative of other countries. Similar studies in longitudinal data collection are conducted in other countries (e.g. ASEAN countries), which would therefore be worthwhile. Some antecedents of customer loyalty have been neglected in this study (e.g. customer value co-creation and customer commitment); hence, the future study may investigate those factors.Practical implicationsBy considering these Islamic banks’ antecedents, the Islamic banks might enhance their customer loyalty. Also, this study has revealed the moderating role of religiosity in a loyalty relationship. Therefore, it will give insights for the Islamic bank managers in decision-making.Originality/valueThis study has revealed the moderating role of religiosity on the link between service quality and customer satisfaction in Islamic banks, which is, to the authors’ knowledge, neglected in the previous studies. The customers with high religiosity will have a higher standard of satisfaction and demand a better service quality than the customers with low religiosity. This study has also examined the relationships between service quality, religiosity, customer satisfaction, customer engagement and loyalty as a whole, which have been limited previously.

Determinants of Customer Satisfaction and Their Impact in Telecommunication Industry in India

Telecommunication services market in India is a hot bed of competition.With the advent of new Telecommunication operator ,Reliance JIO, the competition had further been cut throat.In such a situation,retaining an existing customer is more significant then acquisition of a new one. Hence building trust and loyalty among telecommunication service users is quite pivotal as it act as a bridge, which can in the long run help in retaining a customer.The study analyzes the effect of trust,loyalty,service quality,perception and switching cost on customer satisfaction among mobile users of Gujarat.The research study centers around the mobile users of Gujarat state and its various zones.Various analysis like factor analysis,Principal component analysis and multiple regression analysis have been utilized,which helped to determine the factors of customer satisfaction and the relationships between service quality-customer satisfaction, loyalty-customer satisfaction, perception-customer satisfaction, trust-customer satisfaction and between switching cost and customer satisfaction among mobile customers of Gujarat.

Port logistics service quality and customer satisfaction: Empirical evidence from Vietnam

This paper aims to validate five determinants of service quality and to examine the service quality-customer satisfaction link in the port logistics service industry of a developing and transitional economy. First, the research reviews literature pertinent to service quality and customer satisfaction. Second, it uses both qualitative and quantitative methods through focus group discussion and direct interviews with 212 respondents who are the employees of firms that have been using port logistics service provided by Cat Lai Port, Ho Chi Minh City, Vietnam. Finally, the multivariate analysis is subsequently employed to analyze data obtained from surveys by structural equation modeling (SEM) technique. Findings indicate that port logistics service quality is positively determined by five factors including responsiveness, assurance, reliability, tangibles and empathy. In addition, port logistics service quality exerts positive influence on customer satisfaction. Most noticeably, as embedded in the tangibles component, technological advancements appear to enhance service quality which ultimately satisfies customers in the port logistics service industry.

The influence of brand experience and service quality to customer loyalty mediated by customer satisfaction in Starbucks coffee Malang

This study discusses the effect of Brand Experience and service quality on customer loyalty mediated customer satisfaction. The purpose of this study was to determine and analyze in depth the effect of brand experience and service quality on customer loyalty mediated customer satisfaction at Starbucks Coffee Malang. This research uses explanatory research that explain the causal relationship between the variables studied.By using a survey of 180 respondents to test the research hypothesis.Research data analysis using the test instrument, the classical assumption test, multiple linear regression, and path analysis / Path Analysis. The test results prove the instrument has met the criteria of validity and reliability, the classic assumption test results also have met the criterion of the assumptions of normality, autocorrelation, Non-Multicolinearity and heterocedastisity. In this study obtained; a). Brand experience on consumer satisfaction with the value of 0.309, or 30.9%, b). The quality of service to customer satisfaction with the value of 0.387 or 38.7%., C). Brand experience on consumer loyalty to the value of 0.216 or 21.6%., D). Service quality on customer loyalty with a value of 0,305 or 30.5%., E). Effect of brand experience and service quality customer satisfaction with the value of 0.581 or 58.1%., F). Effect of brand experience and service quality on customer loyalty with a value of 0.657 or 65.7%., G). Effect of brand experience and service quality on customer loyalty mediated consumer satisfaction with the value of 0.438 or 43.8%. Based on these results, it is necessary to enhance the consumer's commitment to give satisfaction to the consumers better by excellent service or "service excellence" is the attitude and serve with satisfactory manner from the present level while maintaining the brand experience Starbucks Coffee Malang.

PENGARUH HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PENGGUNA AIR BERSIH MASYARAKAT KAMPUNG AIR BATAM CENTER

Natural resources are an asset for life that is very valuable and must be managed properly in order to membeikan good life. This study is based on frequent occurrence of dead water and consumer complaints that are less responded by managers. This study aims to determine the effect of price and service quality on user satisfaction of clean water users from the community of Batam Community Health Center. The object of this research is water users. The purpose of research to determine whether there is partial and simultaneous influence between independent variables tehadap dependent variable. Sampling technique using non-probability sampling method, the number of research samples as much as 111 respondents. Technical analysis using multiple linear regression analysis. Based on the results of research on the results of t test, t arithmetic for price and service quality is greater than t table, it can be concluded there are some positive influence and significant price on customer satisfaction, there is a positive and significant effect of service quality customer satisfaction. F test results are larger F table. Then it can be concluded that the variables price and service quality simultaneously have a positive and significant influence on.

ANALISIS KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK KOPI DAN KUALITAS PELAYANAN MENGGUNAKAN METODE IMPORTANCE PERFOMANCE ANALYSIS (Studi Kasus Di Geo Coffee)

This study aims to determine the attributes that are considered important by consumers in order to achieve customer satisfaction, know the level of satisfaction or level of consumer suitability of products and services in Geo Coffee, and determine the attributes that need to get priority from the company to be improved in order to achieve customer satisfaction . This research was conducted at Geo Coffee. The sample used was 91 respondents using epurposive sampling method. Data were obtained by distributing questionnaires and correspondents directly. This research uses Importance Performance Analysis method. The result of this research shows that attribute with highest level of consumer satisfaction for product quality is characteristic of coffee taste characteristic based on brand cafe with level of matching equal to 101.95%. the attribute with the lowest level of conformity is a constant (stable) coffee taste for each presentation corresponding to a suitability level of 82.52%. Attributes with the highest level of customer satisfaction for service quality is the speed in responding to complaints and customer problems with a level of suitability of 120.34%. The attribute with the lowest level of customer satisfaction for service quality is the waiter providing services and appropriate handling to customer needs with the level of suitability of 80.05%. The attributes that must be prioritized for the product are the constant (stable) coffee taste of each serving and the sweet taste of coffee. The attributes that must get priority for service is the process of making order menu in Geo Coffee done quickly.
 Keywords: customer satisfaction, Importance Performance Analysis, Geo Coffee

PENGARUH STRATEGI PEMASARAN DAN PELAYANAN PERGURUAN TINGGI TERHADAP KEPUASAN PELANGGAN PROGRAM UNGGULAN STRATA SATU (S1) SEKOLAH TINGGI ILMU ADMINISTRASI MANDALA INDONESIA (STIAMI)

This study aims to determine the Effects of Marketing Strategies and Customer Satisfaction Quality Of Service / Student. Samples are 32 respondents drawn from a population of 36 students with Saturated sampling method. Data collection using questionnaire techniques, engineering research questionnaires, and observation. Processing of primary data using Analytical Methods Descriptive Analysis Method. From the discussion following results were obtained:First, There is the influence of Marketing (X1) on Customer Satisfaction / Student (Y) . Marketing significant value in the variable is equal to 0.966 (<0.05) which means that there is no influence of marketing variables partially on Customer Satisfaction. So H0 is rejected H1 is accepted. There is the influence of Quality of Service (X2) are positive and significant impact on Customer Satisfaction / Student (Y) . The value of significance in the variable quality of service is equal to 0.000 (< 0.01), which means with a confidence level of 99 percent variable partial Service Quality Customer Satisfaction is very real influence . So H0 H1 is rejected. There is positive and significant, Marketing Variables (X1) and Quality of Service (X2) jointly against Employee Morale (Y). Through the significance test using the F distribution, obtained Significance calculated F of 0.000 ( < 0.05 ) . This means that H0 is accepted or rejected H1. And the value of the coefficient of determination obtained with SPSS calculation amounted to 0.718. This indicates that 71.8 % of this value indicates that the total variation influences all independent variables to variable Quality Customer / Students. The influence of other variables beyond the variables studied was 28.2 percent. variables beyond the variables studied was 28.2 percent .Secondly, Strategy Marketing and Service Quality, both individually and jointly influence on customer satisfaction / student.

Perceptions and Predictions of Service Quality-Customer Satisfaction of Conventional and Islamic Banks in the GCC Region

Abstract Purpose - The purpose of this paper is to investigate differences in the perceived relationship of service quality (SERVQUAL)-customer satisfaction between conventional and Islamic banks in the Gulf Council of Arab Countries (GCC) region which appears to be lacking such an investigation. Design/methodology/approach – The authors solicited survey responses from bank clients in all six countries of the region. They used data reliability tests followed by factor analysis to shortlist individual items of SERVQUAL to few manageable constructs. Nonparametric ranking tests were used to identify the importance constructs affecting customer satisfaction. A nonparametric multiple linear regression was employed to model causal effects. Findings - The results indicate that the two types of banks were associated with different SERVQUAL drivers as perceived by banks customers. Determinants, of overall satisfaction for the two types, also proved to be different. Research limitations/implications – Despite the important contribution of the paper to a region lacking a SERVQUAL comparative study on conventional versus Islamic banking, a similar investigation, with additional variables and more responses, at the global level would provide a better understanding of the subject. Practical implications – As firm value is associated with customer satisfaction, banks managers should, whether conventional or Islamic, pay attention to the details of each construct proved to be a predictor of customer satisfaction. Originality/value – The value of this research is in the wider geographical region comprising the highest number of Islamic banks and conventional in operation. It is also one of the few studies employing nonparametric multiple linear regression to model causal relationship in this area of research. Keywords: SERVQUAL, customer satisfaction, Islamic banking, GCC, nonparametric regression.

Investigating the influence of TQM, service quality and market orientation on customer satisfaction and loyalty in the Indian banking sector

PurposeThe purpose of this paper is to examine the effect of total quality management (TQM) on service quality (SQ), market orientation (MO) and the subsequent effect on customer satisfaction (CS) and customer loyalty (CL). The research also analyses the direct effect of TQM on CS.Design/methodology/approachData were collected from middle managers of retail banking sector in India using survey method. Structural equation modeling is used to analyze the data and to test the hypotheses.FindingsThe results show that TQM is positively associated with SQ, MO and CS. SQ and MO are significantly and positively associated with CS. CS subsequently leads to improved CL.Practical implicationsEnforcing TQM practices in their organizations as a change management tool, banks can achieve a greater degree of MO, improved SQ and higher CS to gain higher CL.Originality/valueThis paper empirically demonstrates that, by proper implementation of TQM in banks, the SQ and MO can be improved. Well implemented quality management practices, better customer service and market-focused attitude of banks will elevate the CS level and improve loyalty of customers toward the banks. With a little study has yet focused on India, the paper offers knowledge to banking professionals for increasing CL by effective implementation of TQM practices.

Exploring the role of leadership style on the service quality-customer satisfaction link

Purpose– The purpose of this paper is to explore the influence of the leadership style on the service quality–customer satisfaction link.Design/methodology/approach– A special survey instrument was developed and tested with the use of exploratory factor and regression analyses.Findings– Data from 118 small enterprises were collected through personal interviews, and results supported that the level of leadership style moderates the relationship between service quality and customer satisfaction despite what is commonly believed that leadership actually is a prerequisite of service quality.Practical/implications– Based on the fact that there is no literature connecting quality and satisfaction with leadership style, practitioners may be interested in finding out that executives’ behavior can influence the service provided to customers.Originality/value– Leadership style is a concept which has been associated with many variables such as service quality, performance and job satisfaction. In the marketing literature, it has been widely accepted that service quality is positively related to customer satisfaction. This work is the first trying to examine the effect of leadership style on service quality–customer satisfaction linkage under conditions of environmental uncertainty and instability.

An Empirical Study on the Customer Satisfaction Factors of Logistic Service Quality: A Comparison of Korea and China

글로벌 비즈니스에서 물류는 제2의 이윤으로 여겨지면서 많은 기업들이 물류영역에 총력을 기울이고 있다. 특히 물류서비스의 품질은 고객만족으로 이어지고 있고, 이런 고객만족은 충성스런 고객(royal customer)을 구축하면서 기업에 이윤을 보장하고 있다. 그러나 지금까지 선행된 물류관련 연구는 제3자 물류나 온라인 쇼핑몰에서 야기되는 물류서비스 품질에 관한 논문으로 제한되어 있다. 또한 현 글로벌 비즈니스 환경을 고려할 때, 중국시장이 확대되고 있어 본 연구의 목적은 글로벌 비즈니스의 물류서비스 품 질이 고객만족요인에 대해 어떠한 변수를 중요한 요인으로 인식하고 있으며, 이들 요인이 어떤 영향을 미치는지 한국과 중국을 비교하여 실증분석을 실시하였다. 본 논문의 결과를 살펴보면 한국에서는 주문정확성(OPC) 요인이 주문불일치처리(OU) 요인 다음 으로 중요한 것으로 나타났고, 중국에서는 주문정확성(OPC) 요인과 주문 상태(PS) 요인이 고객만족도에 정의 유의한 영향을 주는 것으로 나타났다. 아울러 한국과 중국에서 수집한 데이터를 바탕으로 PLS 분석하여 우리 기업이 중국에 진출했을 때 물류서비스 품질 향상과 시사점을 제시하고자 한다.The logistics is considered the second profit in global business, so many enterprises devote all their energy in logistics. However, previous studies related to logistics are third party logistics and quality of logistics service in online shopping mall. Moreover, considering the environment of present global business, because Chinese market keeps expanding, this paper attempts an empirical analysis about the logistics service quality as a factor of customer satisfaction between Korea and China. The purpose of this study is the global business of logisitcs service quality customer satisfaction have any parameters as an important awareness about the cause any of these factors and empirical anaysis was performed by comparing the affect Korea and China. Through PLS analysis between both countries, conclusion and implications of this study are as follows. First, OPC factor is next important to OU factor in factor. Second, in case of china, service quality expectation of chinese customer is assessed to be low. Furthermore, based on PLS empirical analysis, this study suggests the counter-strategies for our enterprises for the improvement of logistics service quality and international competitiveness.

Determinants of Customer Satisfaction of Service Quality: City Bus Service in Kota Kinabalu, Malaysia

This paper identifies components of satisfaction of public bus service in Kota Kinabalu City, Malaysia. Factor analysis is used to analyse a total of 24 parameters satisfactions of public buses. This study succeeded in developing three dimensions of public bus service attributes a satisfaction in the study area namely comfort, accessibility and safety and found that there is a slight difference in satisfaction between the minibus and bus transit, but users agreed that overcrowded and felt unsafe during the night were among the most significant attributes that affect their satisfaction. Transportation authorities can use these findings as a guide to enhance the quality of life of public transport users in the future.

Predictors Of Customer Loyalty To Mobile Service Provider In South Africa

In spite of the increasing research on consumer behaviour, there is a dearth of studies that have investigated the influence of mobile provider service quality in customer satisfaction regarding customer trust and loyalty in the African mobile communication context. Therefore, this study examines the relationships using a data set of 151 mobile service clients in Gauteng Province of South Africa. All the posited five hypotheses are supported. The results indicate that the relationships between mobile service quality-customer satisfaction, customer satisfaction-customer trust, customer satisfaction-customer intimacy, customer trust-customer loyalty, and customer intimacy-customer loyalty are positive in a significant way. The research paper discusses both academic and managerial implications of the results and future research directions are suggested.

Service Quality-Customer Satisfaction Liaison in a Typical Retail Store Environment: an Empirical Investigation

India has recently witnessed big established MNC brands & big Indian Corporate like Reliance, Bharati, Future Group, Aditya Birla Group, Godrej venturing into retail business. The BMI India Retail Report for the first-quarter of 2011 forecasts that total retail sales will grow from US$ 392.63 billion in 2011 to US$ 674.37 billion by 2014. Strong underlying economic growth, population expansion, increasing wealth of individuals and the rapid construction of organised retail infrastructure are key factors behind the forecast growth. With the expanding middle and upper class consumer base, there will also be opportunities in Organised Retail Sector of India's tier II and III cities. The performance of organized retail primarily depends upon service delivery&its quality. In all service firms, customers' perceived service quality is taken as an important element of business success. The primary purpose of this paper was to examine the impact of service quality on satisfaction of customers of organised retail. The study shows that service quality has a significant impact on organised retail customers' satisfaction. The paper adds to the existing service quality-customer satisfaction liaison knowledge through RSQS (Retail Service Quality Scale) which can help a retailer to deliver a better value to the customer.

Analisis Konsekuensi Kualitas Pelayanan Tehadap Kepuasan Masyarakat (Kajian pada Pengguna Pelayanan Publik Dinas Perhubungan & LLAJ Provinsi Jawa Timur)

A quality service and satisfying customer needs to be done continuously, despite complaints received is relatively low. Logical consequence of the perceived service quality will affect consumer behavior. Without exception the quality of service (service quality) public at Weigh Stations Services Unit at the Department of Transportation & LLAJ East Java Province. The study was conducted in 11 UPT weigh stations by using a scale measuring 14 elements of service (U1-U14) refers to the Minister for Administrative Reform No. KEP/25/M.PAN/2/2004 concerning the preparation of general guidelines for Community Satisfaction Index (HPI) Service Unit Government Agencies. A total of 311 respondents, with make use of descriptive analysis attributes of quality of services provided by government officials against the consequences of service quality customer satisfaction. The quality of public services at the weigh stations in the Transportation Agency and the East Java Province LLAJ ie from 11 to 14 weigh stations UPT service elements that were examined are generally classified in the category Both (B) with an average value. 79.57 (62.51 - 81.25). A total of 311 respondents, with the make use of descriptive analysis attributes of quality of services provided by government officials against the Consequences of service quality customer satisfaction. The quality of public services at the weigh stations in the Transportation Agency and the East Java Province LLAJ ie from 11 to 14 weigh stations UPT service elements That are Generally Examined were the resource persons classified in the category Both (B) with an average value. 79.57 (62.51 - 81.25).