Direct Effect Of Service Quality Research Articles

Pengaruh Persepsi Atas Biaya Kuliah Dan Kualitas Layanan Terhadap Prestasi Belajar Mata Kuliah Statistik

The purpose of this study was to determine the direct effect of perceptions of tuition fees on student achievement, to determine the direct effect of service quality on academic achievement and to find out the indirect effect of perceptions of tuition fees on student achievement through service quality. This research uses a quantitative method with a path analysis approach in which service quality is the intervening variable. Data were obtained by distributing research questionnaires in the form of perception questionnaires on tuition fees and service quality with rating scaling following the Linkert rules. Meanwhile, the study achievement data for statistics courses were obtained from UTS scores. The number of samples in this study were 72 students who were taken by random sampling technique. Based on the results of the study it was concluded that there is a positive and significant direct effect of perceptions of tuition fees on learning achievement, there is a positive and significant direct effect of service quality on learning achievement and there is a positive and significant indirect effect of perceptions of tuition fees on student achievement through service quality

The Effect of Service Quality And Price on Customer Satisfaction Through Product Quality (Case study of Kavez Coffee)

This study aims to analyze service quality and price on customer satisfaction through product quality, analyze service quality and prices on customer satisfaction, analyze the effect of product quality on customer satisfaction, analyze the indirect effect of service and price on customer satisfaction through product quality and analyze the effect of non direct service quality and price to customer satisfaction. The research was conducted at Kavez Coffee involving 30 people. The research sample was taken using probability sampling and simple random sampling. Data analysis using path analysis. Based on data analysis, it is known that there is a direct effect of service quality on customer satisfaction and a direct effect of price on customer satisfaction at Kavez Coffee. Then the results of the analysis of the product quality variable as an intervening variable can be perfectly proven, namely the product variable has an indirect effect on the service quality variable on customer satisfaction and the price variable on customer satisfaction. This statement can be proven by the magnitude of the indirect effect (service quality on customer satisfaction and price on customer satisfaction) through product quality which is identified as an intervening variable

A Comprehensive Analysis of Cloud Kitchen Operations

Purpose of the study: The aim of this study is to analyze the loyalty of Cloud Kitchen’s user through satisfaction as the impact of industrial service quality and marketing mix. Design/methodology: This study utilizes a quantitative approach with Structural Equation Modelling by using the SmartPLS program and involves responses from respondents selected by purposive sampling method. Findings: The results of this study indicate a direct effect of service quality on satisfaction; marketing mix on satisfaction; and satisfaction on loyalty. Meanwhile, no direct effect of service quality on loyalty; and marketing mix on loyalty was found. However, there is an indirect effect of service quality on loyalty through satisfaction; and marketing mix on loyalty through satisfaction. Research limitations/Implications: This research only measures loyalty based on service quality, marketing mix and customer satisfaction. Further research is needed by looking at other influential aspects and other symptoms or problems that may arise. Novelty/Originality of the study: To analyze the loyalty of Cloud Kitchen’s user as a new culinary business model that utilizes digital technology through satisfaction affected by industrial service quality and marketing mix.

Retail Banking Service Quality and Customer Loyalty: The Role of Trust and Commitment as Mediators

This research examines how service quality, trust, commitment, and loyalty are related in retail banking. The study proposes a model that includes trust and commitment as mediating factors between service quality, and bank loyalty. The researchers collected data from 271 participants and used a descriptive design and quantitative approach to analyse the data. The study utilized the PROCESS macro-Version 3.5 to conduct the mediation analysis. The results indicate that service quality in retail banking has a positive impact on customer trust and commitment, which, in turn, predict customer loyalty. The mediation analysis reveals that trust and commitment play a significant role in mediating the relationship between service quality and customer loyalty. Since the direct effect of service quality on loyalty remained significant after the intervention/mediation of trust and commitment in the model, the mediation is interpreted as partial mediation. Findings of the study do provide a marketing guide to banking professionals who design and implement banking solutions in the retail banking environment.

The Influence of Service Quality, Relationship Quality on Port Performance Which has Implications For Customer Satisfaction at The Port Tg. Priok Jakarta Indonesia

This study aims to examine and analyze the effect The Influence of Service Quality, Relationship Quality On Port Performance Which Has Implications For Customer Satisfaction At The Port Tg. Priok Jakarta Indonesia. The influence of the organization on the performance of Jakarta's Port tg.priok was studied with regard to its organic employees, either partially or indirectly. A sample of 70 people was selected from a population of 100 people using the Slovin formula. This research employs a survey method with descriptive and associative explanation techniques. Data was collected using both descriptive and inferential statistics through Structural Equation Modeling (SEM- SMART PLS). The model consists of sub-structures including Service Quality and Relationship Quality as exogenous variables, Port Performance as an intervening variable, and Customer Satisfaction as the endogenous variable. The primary components of the model consist of two indirect structures: the first examines the effect of Service Quality and Relationship Quality on Port Performance, while the second considers the direct effect of Service Quality and Relationship Quality on Customer Satisfaction. The R Square test on the inner model is one way to measure how much an endogenous variable can be explained by the related exogenous variables. In the following explanation, we will explain in more detail about the R Square concept in the inner model and how its use can help to understand the interrelationships between variables in a model. Following are the results of the regression analysis in this research model: The results showed that there was a positive and significant effect R Square R Square Adjusted Customer Satisfaction 0.493 - 0.471 Port Performance 0.251 - 0.230 . The following are the results of the R Square and R Square Adjusted tests on two endogenous variables in a model, namely Customer Satisfaction and Port Performance. Customer Satisfaction has an R Square of 0.493, which means that around 49.3% of the variation in Cust Satisfaction can be explained by exogenous variables associated with these variables. Meanwhile, the R Square Adjusted is 0.471, which indicates that around 47.1% of the variation in customer satisfaction can be explained by exogenous variables in the model, after taking into account the complexity of the model. Port Performance has an R Square of 0.251, which means that about 25.1% of Port Performance variations can be explained by exogenous variables associated with these variables. Meanwhile, the R Square Adjusted is 0.230, which indicates that around 23.0% of the variation in Port Performance can be explained by exogenous variables in the model, after taking into account the complexity of the model.

THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN SHAPING CUSTOMER LOYALTY AT MCDONALD'S FAST FOOD OUTLETS IN THE JABODETABEK AREA

<p>The aim of this research is to analyze and know the impact of service quality in shaping customer’s loyalty through customer’s satisfaction. The research uses non-probability purposive sampling technique and the research is quantitive research. The research uses questionnaires as the instrument to collect the data and analyzed with SEM. The total collected data are about 150 respondents. The result of the data research shows that, has five dimensions affect the service quality positively and the other results tells that customer’s satisfaction is a major factor to customer’s loyalty. The result of the research shows that there is no any direct relation between service quality and customer’s loyalty, so the direct effect of service quality on customer’s loyalty does not sustain on the research.</p>

Investigation of Customer Satisfaction on Damri Bus Services at Soekarno-Hatta Airport

Purpose: The aim of this study is to determine the direct effect of service quality, trust, and price perception on customer satisfaction, and to determine the indirect effect of service quality, trust, and perceived value on customer satisfaction through service quality, trust, and perception of prices for Damri Bus passengers at Soekarno Airport. Theoretical framework: This study uses quantitative methods. The number of samples in this study were 239 respondents from Damri Bus passengers at Soekarno Hatta Airport. Methodology/Approach: The data collection technique used in this research is by distributing questionnaires. Data analysis in this study used SEM techniques assisted by SPSS 25.0 and LISREL 8.8 applications. Findings: The results of this study indicate that service quality, trustworthiness, and price perception have a positive and significant influence on customer satisfaction. Service quality has no positive and significant effect on customer satisfaction through price perception. Service quality has a positive and significant influence on customer satisfaction through trust. Research, Practical & Social implications: Trust has a positive and significant influence on customer satisfaction through price perception. Trust has no positive and significant effect on customer satisfaction through service quality. Price perception has no positive and significant effect on customer satisfaction through service quality. Price perception has a positive and significant effect on customer satisfaction through trust.

The Effect of Service Quality and Clinic Image on Satisfaction to Mediate Revisit Intention and Loyalty in Beauty Clinic Industry

The aesthetic sector of healthcare services has grown significantly for both men and women in Indonesia and around the world. This study targets to examine the direct effect of service quality, which consists of tangibility, reliability, responsiveness, assurance, empathy, and clinic image, on patient satisfaction, which is assessed by the expectation of intention to revisit and patient loyalty. A questionnaire was used to collect data for this quantitative analysis. The research focused on patients who had received aesthetic treatment at SKYN Clinic in South Jakarta, Indonesia. According to data, there were 4,290 outpatients between January and August of 2022. It was determined that there were a total of 231 samples. The sampling technique used was systematic sampling. The research study utilized SEM-PLS (Partial Least Square-Structural Equation Modeling). Patient satisfaction positively influenced patient loyalty and revisit intention, while service quality and clinic image positively influenced patient satisfaction. This study revealed that to compete with the competitors in the beauty clinic industry, revisit intention and patient loyalty must be strengthened. Practitioners in the business of aesthetics, is required to rise customer satisfaction by promoting healthcare service quality factors and the overall clinic image.

THE EFFECT OF SERVICE QUALITY ON PARTICIPANT SATISFACTION AND ITS IMPACT ON PARTICIPANT LOYALTY OF BPJS KETENAGAKERJAAN NORTH MEDAN BRANCH

As a company engaged in the field of social security for workers, BPJS Ketenagakerjaan carries out professionalism in providing services to all participants. Professional service is a major requirement for organizations in order to reach and retain their customers. In this case, one of the Employment BPJS customers is a participant. Even though it is mandatory for all workers in Indonesia, in reality the participation rate is still relatively low where data from 2016 – 2018 still shows unregistered workers at over 60% of the total workforce in Indonesia. The research was conducted using Path Analysis consisting of 5 independent variables (Reliability, Assurance, Tangibles, Empathy, Responsiveness), 1 dependent variable (Participant Loyalty) and 1 intermediate variable (Participant Satisfaction). The results showed that the direct effect of Service Quality had a positive and significant effect on the satisfaction of participants in the North Medan Employment BPJS. Likewise, the indirect effect of showing Participant Loyalty through Service Quality as an intermediate variable has a positive and significant effect on Participants Satisfaction of the North Medan Employment BPJS. Of the 5 (five) independent variables, the variables Reliability, Tangibles, Empathy and Responsiveness have a positive and significant effect on Participant Loyalty through Participant Satisfaction as an intermediate variable. Meanwhile, the Assurance variable has no positive and significant effect on Participant Loyalty through Participant Satisfaction as an intermediate variable.

Analysis of the Effects of Services, Prices, Trust towards Higher Education Consumers’ Loyalty

This study aims to determine the Effect of Service Quality, Price and Trust on Consumer Loyalty. The study was conducted on 336 active students in a vocational tertiary education. Data was obtained by using a questionnaire and interviews. Research data were analyzed by using Path Analysis and the calculation uses SPSS ver.25. The results of the research showed that there is 1) a direct effect of Service Quality on loyalty; 2) a direct effect of price on loyalty, 3) a direct influence of Trust on Loyalty; 4) a direct influence of Quality on Trust; 5) a direct influence of Price on Trust and 6) a simultaneous influence of quality, Price and Trust on Loyalty. The results of this study indicates that building consumer’s loyalty to higher education can be done by improving the quality of service, setting the right price and increasing trust both partially and simultaneously.

Pengaruh kualitas layanan terhadap loyalitas pelanggan restoran Jepang yang beroperasi di Kota Bandung

The increasing number of culinary businesses in the city of Bandung makes Japanese restaurants need to pay attention to their competitive advantages so as not to lose consumers. The study was conducted to determine the direct effect of service quality on Japanese restaurants on customer satisfaction and customer loyalty and to determine the role of customer satisfaction as a mediator between service quality and customer loyalty. This study uses quantitative methods. The sampling technique used the purposive sampling method. The findings in this study indicate that service quality (quality of food, employees, prices, and the environment) has a significant positive effect on customer satisfaction. Employees, price, and environment have a significant positive effect on loyalty, but food quality has no effect on customer loyalty. Customer satisfaction has a significant positive effect on customer loyalty. Another finding is that customer satisfaction can influence service quality from employees, prices, and the environment. However, customer satisfaction cannot mediate food quality and customer loyalty in Japanese restaurants in Bandung. This study recommends that Japanese restaurants continue to improve and maintain service quality consistently so that they can continue to increase customer satisfaction, which can trigger the emergence of loyalty.

Pengaruh Kualitas Pelayanan Jasa Dan Penetapan Harga Terhadap Kepuasan Dan Loyalitas Konsumen Pada Hotel Bintang III Di Kota Tenggarong Kabupaten Kutai Kartanegara

Abstract :The purposes of this study are (1) know simultaneously the effect of service quality and price takingon customer satisfaction in Three Stars Hotel in Tenggarong Kutai Kartanegara Regency, (2) Toknow direct effect of service quality on customer satisfaction in Three Stars Hotel in TenggarongKutai Kartanegara Regency, (3) To know direct effect of price taking on customer satisfaction inThree Stars Hotel in Tenggarong Kutai Kartanegara Regency , (4) To know direct effect of customersatisfaction on loyalty customer in Three Stars Hotel in Tenggarong Kutai Kartanegara Regency.Data tool of analysis that is used to analyze this result of the reseach is quantitative approached. It isPath Analysis. It is used the structural model by two steps and the result of analysis is producingequation models as following:Y1= 0,466X1+ 0,103 X2Y2= 0,449 Y1The result of this study showed that based on the simultant test result is reached by F counts as18,339 (p value = 0,000<0,05). It means that there is a significant effect among service quality andprice taking on simultaneously customer satisfaction. Then, there is a dirrect effect of service qualityon customer saticfaction with the coefficient 0,466. Significant at 5,559 on t_statistic, and then directeffect of price taking on customer satisfaction, the coefficient is 0,103. Significant at 2,251 ont_statistic. Then for customer satisfaction on loyalty costumer the coeficient as 0,449, significant at5,336 on t_statistic.Thus, the simultant test result of service quality and price taking on customer satisfaction produces R2= 0,247. Meanwhile, the effect of customer satisfaction on loyalty customer produces R2 = 0,201. Itmeans that the percentage of the effect of satisfaction on loyalty is 20,1%.

THE EFFECT OF PRICE AND SERVICE QUALITY ON CONSUMER SATISFACTION BY EMPLOYING MARKETING RELATIONSHIPS AS INTERVENING VARIABLES

This study aims to determine the effect of service quality and price on consumer satisfaction by using marketing relationships as an intervening variable. This is quantitative research. The data presented in this study were obtained through a questionnaire given to 50 respondents. The research design used in hypothesis testing is the structural equation model (SEM) – Smart PLS The results of this study indicate that: (1) There is a significant direct effect of service quality on consumer satisfaction, (2) There is a significant direct effect of price on customer satisfaction, (3) There is a significant direct effect of service quality on marketing relationship, (4) There is a significant direct effect of price on marketing relationship, (5) There is a significant indirect effect of service quality, price and marketing relationship that can be a mediator on consumer satisfaction.

ANALYSIS EFFECT OF PRICE, SERVICE QUALITY AND MARKETING RELATIONSHIP ON REPURCHASING INTEREST WITH CUSTOMER SATISFACTION AS INTERVENING VARIABLE IN CV. BEKASI UNGGAS

The research aims to determine the effect of price, service quality and marketing relationship on repurchase intention with customer satisfaction as an intervening variable at CV. Bekasi Unggas. The type of research used is quantitative research. The data presented in this research was obtained through a questionnaire given to 53 respondents who as a customer at CV. Bekasi Unggas. Research design used is hypothesis testing using the structural equation model (SEM) – Smart PLS version 3.3.3. Results from this research show that: (1) There is a direct effect of price, marketing relationship and consumer satisfaction on repurchase intention, (2) There is no evidence of a direct effect of service quality on repurchase intention, (3) There is an indirect effect price, service quality and marketing relationship on repurchase intention through customer satisfaction.

Kualitas Pelayanan Berpengaruh Positif terhadap Kepuasan Pelanggan Café di Kabupaten Garut

This study aims to determine how the influence of service quality on customer satisfaction cafe in Garut. The research method used in this research is descriptive method and verification method. The number of samples taken in this study were 97 respondents using a purposive sampling technique, which provides equal opportunities or opportunities for each member of the population in the study. The data analysis used is simple linear regression analysis to test the direct effect of service quality on customer satisfaction. Based on the results of the study that the quality of service has a significant effect on customer satisfaction Cafe in Garut. Keywords: Café, Customer Satisfaction, Service Quality

Performance of online banking and direct effect of service quality on consumer retention and credibility of consumer and mediation effect of consumer satisfaction.

Performance of online banking and direct effect of service quality on consumer retention and credibility of consumer and mediation effect of consumer satisfaction.

PENGARUH KUALITAS LAYANAN, HARGA, DAN KEPERCAYAAN TERHADAP KEPUTUSAN PEMBELIAN MELALUI MINAT BELI LOGAM MULIA PADA PT PEGADAIAN PERSERO CP BARRU

This study aims to determine the Effect of Service Quality, Price, and Trust in Purchasing Decisions Through Interest in Buying Precious Metals at PT Pegadaian Persero CP Barru. The research method used is quantitative research using the survey method. The population in this study was active customers from 2017-2018 who bought precious metals at PT Pegadaian Persero CP Barru. The samples taken in this study were 77 respondents in 3 locations precisely at UPC Palanro, UPC Mangkoso, and UPC Takkalasi. Data collection in this study uses questionnaires, literature studies, and observations. Data analysis techniques use descriptive data analysis techniques hypothesis testing. The results of this study indicate that the results of this study indicate that service quality, price, trust, service quality, price, and trust, have a positive and significant effect on buying interest. The indirect effect of service quality on purchasing decisions through buying interest is smaller than the direct effect of service quality on purchasing decisions. The indirect effect between prices on purchasing decisions through buying interest is smaller than the direct effect of prices on purchasing decisions. The indirect effect between trust in purchasing decisions through buying interest is smaller than the direct influence of trust in purchasing decisions.

INVESTIGATION ON MEDIATING ROLE OF CORPORATE IMAGE OF UNIVERSITY ON THE LINK BETWEEN SERVICE QUALITY AND STUDENT LOYALTY

To develop the county, technical and high skilled workers are in high demand by various industries. Align with this, the government has put high attention on main stream the technical education in Malaysia. In addition, the enrollment to in Technical and Vocational Education and Training (TVET) is expected to be increased as to support higher industry demand. The main purpose of this study is to empirically investigate the mediating role of Corporate Image of University (CIO) on the link between Service Quality (SQ) and Student Loyalty (SL) of Technical Higher Learning Institution (HLIs) in TVET sectors in Malaysia. The previous research discovered that student loyalty level is influenced by Service Quality and Corporate Image of Universities. The relationships between the constructs is positive. However, there is inadequate evidence on mediating effect of Corporate Image of University on the relationship between Service Quality and Student Loyalty in TVET Higher Education Institution (HLI). Convenience sampling was used to distribute the questionnaires to final year student from Universiti Kuala Lumpur. 398 of good questionnaires were analyzed by using Partial Least Square (PLS)- Structural Equation Modelling (SEM). The results shows that there is direct effect of Service Quality to Corporate Image of University and Student Loyalty. There is also direct effect of Corporate Image of University and Student Loyalty. Interestingly, there is also mediation effect of Corporate Image of University on the link between Service Quality and Student Loyalty.

Perceived Value Sebagai Mediator yang Mempengaruhi Loyalitas Pelanggan Driver GO-JEK

Customer loyalty is a main goal for the company. Customer loyalty is a consumer behavior that is realized, among others, buying services continuously, recommending services to others, and having competitor's offer retention. Some of the factors that cause customer loyalty are the quality of service provided by the company and consumer perceived value. So, companies must consider their service efforts given to consumers. Service is declared quality if it meets the customer's needs and expectations. Increasing service quality will also affect consumer perceived value and customer loyalty. The objectives of this study include (1) explaining the requirements regarding service quality, customer loyalty, and perceived value in Malang GO-JEK drivers who use the Telkomsel Ojek Online Package in 2019, (2) to explain the direct effect of service quality on perceived value, and (3) to explain the direct and indirect influence on customer loyalty in GO-JEK drivers on Malang City who use prepaid Telkomsel Online Ojek Packages.

The Effect of Service Quality on Customer Loyalty Mediated by Customer Satisfaction in Tourism Villages in Badung Regency

The aims of this research was to determine the effect of service quality with customer loyalty. And customer satisfaction as a mediator between the relationship of service quality with customer loyalty. This research was collected data from 100 respondents who were customers who visited the Tourism Village in Badung Regency. The data were analyzed using structural equation modeling with partial least square approach. The results indicate an insignificant direct effect of service quality on customer loyalty. Significant direct influence on service quality with customer satisfaction, and customer satisfaction with customer loyalty. Furthermore, the results show an indirect effect between service quality and customer loyalty, which is mediated by customer satisfaction. The findings was empirically indicate that service quality has a negative effect on customer satisfaction. And customer satisfaction has a full mediating effect, customer satisfaction is important explaining the quality of service to drive customer loyalty. Based on the results it can be concluded that this research offers empirical evidence of the relationship of service quality, customer satisfaction and customer loyalty. This research makes a theoretical contribution to clarifying the high level of service quality increasing customer loyalty through customer satisfaction.