Indirect Effect Of Service Quality Research Articles

How service quality affects consumer revisit behavior in chain restaurants: Lessons from COVID-19

Comparison studies in the context of Taiwanese and Chinese restaurant chains remain scarce. This research utilized a comparison study to examine the key distinctions between Taiwanese and Chinese restaurant chains in their response to COVID-19 pandemic. Additionally, this paper also focused on the indirect effects of service quality on customer revisit intention during pandemic. The first study involved a renowned Taiwanese restaurant chain and revealed that service quality impacts revisit intention through brand equity and safety management system. The second study involved a popular Chinese hotpot restaurant chain and demonstrated that service quality affects revisit intention through gratification and reputation. Additionally, the moderating effects of safety perceived and perceived value were considered critical on revisit intention. This study highlighted adapting to local market conditions while prioritizing safety and customer satisfaction amid pandemic. It enriches academic discourse and offer practical insights for post-pandemic business recovery strategies.

Niat Beli Ulang Melalui Keputusan Pembelian pada Perusahaan Freight Forwarding

Customers’ dissapointment of unsatisfactorily previous service make them reluctant to re-use the same service in the future. The purpose of the study is to determine and analyze the direct and indirect effect of service quality and corporate image on repurchase intention at shipping service company of PT DHL Global Forwarding Indonesia through purchasing decision. In this study, the random sampling technique using Slovin was used and resulted in a total sample of 135 customers. The analysis tool used SmartPLS application. The result of the study shows that purchasing decision has a positive direct effect on repurchase intention with a positive and significant relationship. The other hypothesis resulted that there is an indirect effect between service quality and corporate image on repurchase intention through purchasing decision, with a positive but not significant relationship. While, corporate image also has an indirect effect on repurchase intention through purchase decision with a positive and significant relationship. However, both service quality and corporate image have no direct effect on repurchase intention, with a positive but not significant relationship.

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.

The Influence of Service Quality On Customer Loyalty and Satisfaction as an Intervening Variable in using Bus Transportation Services

Research Objectives: The aim of this research is to determine the quality of service that directly influences loyalty to using bus transportation services. To find out whether the quality of service has a direct effect on consumer satisfaction when using bus transportation services. To find out customer satisfaction has a direct effect on loyalty in using bus transportation services. To find out the indirect effect of service quality on loyalty through customer satisfaction as an intervening variable in using bus transportation services.
 Design/Method/Approach: This research uses explanatory research, this research was conducted on bus customers.
 Research Findings: The results of this research show that Service Quality directly has a positive and significant effect on Consumer Satisfaction in using Bus transportation services. Service Quality directly has a positive and significant effect on Loyalty in using Bus transportation services. Consumer satisfaction has a positive and significant direct effect on loyalty in using bus transportation services. Service quality indirectly influences loyalty with customer satisfaction as an intervening variable in using bus transportation services.
 Theoretical Contribution/ Originality: This research integrates service quality, consumer satisfaction, and loyalty in the context of bus transportation and provides a holistic view of the relationship between the three.
 Practical Implications: The results of this research can help bus companies improve service and customer satisfaction to strengthen loyalty
 Research Limitations: This research focuses on one industry, so the generality of the findings is limited to the bus transportation context. Further research is needed to dig deeper into other factors that might influence customer loyalty.

Maximizing Automated Teller Machines (ATM) User Loyalty through Trust and Quality Service

The purpose of this research is to look into the direct and indirect effects of service quality and trust on customer loyalty, as mediated through customer satisfaction. The study is based on a sample of 85 customers who used ATM services at the PT. Bank 9 Jambi, Kerinci Branch. This Study approach is used to calculate sample size, and data is collected utilizing an incidental sampling strategy using a questionnaire. For data analysis, Smart PLS 3.0 software is used to assist path analysis. According to the findings, neither service quality nor trust have a statistically significant influence on customer loyalty, whether directly or indirectly through customer pleasure. Customer pleasure, on the other hand, has a positive and considerable impact on customer loyalty. Furthermore, the study discovers a favorable and significant link between service quality and client trust. These findings provide light on the complex dynamics of service quality, trust, customer satisfaction, and loyalty in the context of ATM usage, providing valuable insights for customer relationship management practitioners and researchers.

KEPUASAN KONSUMEN DALAM MEMEDIASI KUALITAS PELAYANAN DAN LOKASI TERHADAP LOYALITAS KONSUMEN PADA AKBAR FUTSAL SITUBONDO

Marketing activities are actions taken by companies with the aim of communicating and offering goods or services to consumers. The company's success in achieving its targets is largely determined by an effective marketing strategy. this study aims to analyze and examine the impact of service quality, location, and consumer satisfaction on consumer loyalty at Akbar Futsal Situbondo. This study used a simple random sampling technique in taking the sample. The collected data were analyzed and the hypotheses were tested through the Structural Equation Model - Partial Least Square (PLS-SEM) approach.
 Based on the results of testing the hypothesis using the Smart PLS 3.0 application, it was found that there is a positive and significant influence between service quality and location on customer satisfaction. In addition, service quality and location also have a positive and significant effect on consumer loyalty. Apart from the direct effect, there is also an indirect effect between service quality and location on consumer loyalty through consumer satisfaction. The indirect effect of service quality on customer loyalty through customer satisfaction has a positive and significant effect, while the indirect effect of Location on consumer loyalty through customer satisfaction also has a positive effect, but it is not statistically significant.

Analysis of the Effect Service Quality on Purchase Decisions through Trust and Word of Mouth

This study aims to determine the direct and indirect effects of Service Quality, Purchase Decision, Trust, and Word of Mouth. This research uses a descriptive quantitative approach research and explanatory research that describes the relationship between variables with the population of all visitors to Warung Lalapan Cak Rie Malang City. Data analysis in this study, including : descriptive statistical analysis, PLS-SEM analysis, and Sobel test. The results of the study show that: 1) Entrepreneurial Service Quality, Trust, Word of Mouth has a significant effect on Purchase decision. 2) Indirectly Service Quality, Trust, Word of Mouth has a significant effect on Entrepreneurial Intentions. Based on the results of this study, the researchers provide suggestions, namely: 1) Consumers feel that by joining a community or group they can meet their information needs; 2) With the spread of information by word of mouth (word of Mouth) and good trust will increase the reputation of Warung Lalapan Cak Rie Malang City so that more attention is needed in terms of service quality.

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.

Loyalitas dan Kepuasan Penumpang Kereta Api Argo Parahyangan

This research aims to measure service quality and timeliness which has an impact on passenger loyalty and passenger satisfaction on the Argo Parahyangan train. Some problems, such as the frequency of use of the Bandung-Jakarta Argo Parahyangan Railway transportation services, have not shown a minimum limit every weekend. There is still a difference between the departure and actual arrival of the Argo Parahyangan train against the schedule that has been set. The arrangement of the operating plan has not been maximized due to limited facilities. Research with a sample of 89 respondents and data analysis method using the method of path analysis. The results show that passenger satisfaction can mediate the indirect effect of service quality on passenger loyalty. Passenger satisfaction is able to mediate the indirect effect of punctuality on passenger loyalty. The key finding of this research is the perception of passengers who feel they have never received other services as comfortable as rail transportation and state that they will not switch to using rail transportation.

The Effect of Service Quality on Patient Citizenship Behaviors: Evidence from the Health Sector.

Nowadays, health organizations seek to bring innovations to their services to stand out in competition with their rivals by improving service quality (SQ), encouraging patients to always make the same organizational choices, and enhance the behavior of patient citizenship. This study aims to determine the mediating role of patient satisfaction (PS), patient loyalty (PL), and employee responsiveness (ER) between the service quality and patient citizenship behaviors (PCB). In order to test the proposed hypotheses, quantitative research methods were utilized; cross-sectional data was collected using scales between December 2021 and March 2022. Results were obtained from 422 participants. The data were analyzed using descriptive statistics, correlation, confirmatory factor analysis, and structural equation modeling methods, using AMOS 21. SQ was found to have a significant and positive effect on PL, PS, and ER. PL, PS, and ER were found to have a significant and positive effect on PCB. The indirect effect of SQ on PCB was found to be positive. The findings demonstrate that SQ does not directly affect or create PCB, but it is affected by the mediators in order to create PCB via satisfaction, loyalty, and employee responsiveness.

Pengaruh Kualitas Pelayanan, Harga Dan Kepercayaan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan

This study aims to determine how much influence service quality, price and trust have on customer loyalty through customer satisfaction at Al Azhar 4 Islamic High School students.This study uses an associative research strategy which is measured by using the path analysis method with SPSS 22.00. The population of this study were students of SMA Islam Al Azhar 4 Kemang Pratama, Bekasi, with a total of 100 respondents. The data used in this study are primary data. Data collection techniques used two methods, namely library research and field studies by distributing questionnaires. The research results prove that 1). Service quality has a direct effect on customer satisfaction. 2). Price has no direct effect on customer satisfaction. 3). Trust has no direct effect on customer satisfaction. 4). Service quality has a direct effect on customer loyalty. 5). Prices have a direct effect on customer loyalty. 6). Trust has a direct effect on customer loyalty. 7). Customer satisfaction has no direct effect on customer loyalty. 8). The indirect effect of service quality on customer loyalty through customer satisfaction is not significant. 9). The indirect effect of price on customer loyalty through customer satisfaction is not significant. 10). The indirect effect of trust on customer loyalty through customer satisfaction is not significant.

THE EFFECT OF SERVICE QUALITY AND SALES PROMOTION ON REPURCHASE INTENTION THROUGH CUSTOMER SATISFACTION

In service-based e-commerce companies, customer satisfaction is very important to achieve the goals of these services. This is because if the customer is not satisfied with the service that has been provided, it is possible that the customer will not be loyal and make repeated purchases of the company. With this statement, the company can measure customer satisfaction to know in detail what variables affect customer satisfaction, including service quality and sales promotion. This study aims to determine the direct or indirect effect of service quality and sales promotion on repurchase intention through customer satisfaction. This research was conducted on students at 4 different campuses in the city of Malang. The sample of this study amounted to 100 obtained by purposive sampling technique. The analysis used in the analysis using PLS (Partial Least Square). The results of this research show that the direct effect is positive and significant, while the indirect effect is also positive and significant. It is proven that service quality and sales promotion can make customers feel satisfied and make repeat purchases

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.

Kualitas Pelayanan dan Kepuasan Melalui Brand Image Terhadap Loyalitas Peserta Diklat Kepelautan

The purpose of the study was to determine the influence of the factors that influence the quality of service and satisfaction of training participants through the brand image of the marine education and training institution. Methods of research uses quantitative with Path Analysis technique. Path analysis is an extension of regression analysis, to estimate causality between predetermined variables. The results of statistical calculations show that there is an indirect effect of service quality on customer loyalty through Brand Image with a coefficient value of 0.133 and shows that there is an indirect effect of customer quality on customer loyalty through Brand Image with a coefficient value of 0.418. With the results of the study showing the influence of each variable, the service quality affects the satisfaction of the marine training and education institutions, the service quality affects the brand image, the satisfaction affects the brand image, the service quality effects on the loyalty of marine training participants, the brand image affects the loyalty of the marine training participants, the affects the loyalty, the service quality of the marine training and education institutions affects the loyalty of the marine training participants through the brand image.

ANALYSIS OF THE EFFECT OF SERVICE QUALITY ON TREATMENT DECISIONS AND PATIENT LOYALTY IN THE OUTPATIENT UNIT OF MAMPANG PRAPATAN HOSPITAL JAKARTA

Hospital service quality is the main thing in an effort to improve treatment decisions that will bring patient loyalty. This study aims to analyze the effect of service quality on treatment decisions and patient loyalty in the outpatient unit of Mampang Prapatan Hospital, Jakarta. This study is a quantitative study using SEM analysis to see the relationship between service quality and treatment decisions and patient loyalty. Using a total of 148 respondents with a questionnaire instrument with good validity and reliability values. The direct influence of service quality on patient loyalty resulted in t value = 7,99 Test the indirect effect of service quality on loyalty through treatment decisions t value = 4,83. The results of the test of the direct influence of service quality t = 5,64, the test of the indirect influence of quality on treatment decisions through loyalty t = 5,18. Therefore, it can be concluded that there is a significant effect of service quality on loyalty directly and indirectly through treatment decisions. Besides that, there is a significant effect of service quality on treatment decisions directly and indirectly through patient loyalty.

Effect of service quality and product quality on customer loyalty through customer satisfaction variables on user logistic services pt. balrich logistics

This study aims to determine the effect of service quality on customer satisfaction, the effect of product quality on customer satisfaction, the effect of customer satisfaction on customer loyalty, the effect of service quality on customer loyalty, the effect of product quality on customer loyalty, the effect of service quality on customer loyalty through the satisfaction variable. customers, the effect of product quality on customer loyalty through satisfaction variables. This research was conducted at PT. Balrich Logistik Jakarta by involving 98 customers of the company. Data analysis used path analysis with Partial Least Square (PLS) model with t test. Based on the results of data analysis, it is obtained that service quality has no significant effect on customer loyalty, product quality has a significant effect on customer loyalty, customer satisfaction has a significant effect on customer loyalty, service quality significantly affects customer satisfaction, product quality has a significant effect on customer satisfaction, the indirect effect of service quality on customer loyalty through customer satisfaction is greater than the direct effect and the indirect effect of product quality on customer satisfaction through customer satisfaction is greater than the direct effect.

Quality of Administrative Services and Campus Infrastructure on Student Satisfaction with Student Loyalty as Intervening Variables at The Faculty of Administrative Science Universitas Brawijaya

Student satisfaction is important for some students besides student loyalty which can be influenced by several factors, one of which is the quality of service and infrastructure which students are also expected to create a good campus atmosphere. This study aims to determine whether the quality of service and infrastructure has an effect on student satisfaction through student loyalty at the Faculty of Administrative Sciences, Universitas Brawijaya Malang. This research method is a quantitative method using SPSS 22 for Windows. The type of data collection used is primary data in the form of data collected through filling out questionnaires distributed to 100 students using a research scale, namely the Likert scale. The data analysis used is path analysis. , validity test, reliability test, classical assumption test, Sobel test, F test, and t test. The results of this study indicate that the value of t count (2.115 and 2.403 ) > t table (1.984), F arithmetic value (60.685 and 25.923) > F table (3.09). This means that either simultaneously or partially there is a significant influence on service quality and infrastructure has a direct influence on student satisfaction, service quality and infrastructure have a direct influence on student loyalty. Student loyalty as an intervening variable can mediate the indirect effect of service quality and infrastructure on student satisfaction.

Elucidating the effect of information technology capabilities on organizational performance in UAE: a three-wave moderated-mediation model

PurposeThis paper aims to investigate information technology capabilities (ITC)’s influence on organizational performance (OP) within the hospitality industry. Specifically, it analyzes the indirect effects of sustainability practices (SP) and service quality (SQ) on the relationship between ITC and OP. The moderating effect of top management support (TMS) is also examined.Design/methodology/approachUsing a three-wave time-lagged design, 507 UAE hotels' managers took part in the study. Hierarchical regression bootstrapping approach was used to examine the hypothesis.FindingsThis study suggests that ITC are positively related to OP. Furthermore, the study found that SP and SQ mediate the ITC-OP relationship. TMS moderates the positive relationship between ITC and OP and also moderates the relationship between SQ and OP. Additionally, TMS moderates the indirect effect of SQ on the association between ITC and OP, such that the mediating effect is stronger when TMS is at a high level.Research limitations/implicationsThe study shall assist the practitioners of the hospitality firms to focus their attention on ITC to improve SQ and hence achieve optimal performance.Originality/valueThe novelty of this research lies in the presentation of an integrated framework based on a resource-based view to solve the contemporary challenges facing hospitality firms operating in emerging markets in integrating ITC and SP for better organizational results.

The Quality of Pharmaceutical Services in the New Normal Era on Outpatient Loyalty at the Pharmacy Installation of the Daya General Hospital

Background: The quality of pharmaceutical services is an important factor in ensuring the quality of health services in hospitals. In this current era of the new normal, improving the quality of pharmaceutical services is closely related to patient satisfaction and loyalty. Objective: The purpose of this study was to examine and analyze the effect of pharmaceutical service quality on loyalty through mediating outpatient satisfaction at the Pharmacy Installation of Daya General Hospital. Method: This research was a quantitative study with an analytical observational study design. Respondents in this study were 120 outpatients at the Pharmacy Installation. The data analysis method used was univariate and bivariate analysis through the Statistical Package for the Social Sciences (SPSS) program and multivariate Structural Equation Modeling (SEM) with the AMOS program. Results: Satisfaction affected the loyalty of outpatients at the Pharmacy Installation. The most dominant indicator was feeling satisfied in the satisfaction variable, with a loading factor of 0.93. In the loyalty variable, the most dominant indicator was the loyalty aspect, with a loading factor of 0.41. The direct effect of pharmaceutical service quality on loyalty was 0.550, while the indirect effect mediated by patient satisfaction was 0.303. Conclusion: The direct effect was greater than the indirect effect of service quality on the loyalty of outpatients at Daya General Hospital.

Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan Loyal

The study aims to find out, explain, and analyze a phenomenon about the influence of service quality on customer satisfaction that has an impact on customer loyalty (case study of IndiHome in Karawang district during the Covid-19 pandemic). This research was conducted using descriptive and verification methods, namely knowing, explaining, analyzing and testing hypotheses, as well as making conclusions and suggestions. The sample was carried out using incidental sampling with a sample of 316 respondents from an average population of 1,494 customers each month. The results of this study indicate that the Quality of Service at IndiHome, Karawang Regency, is in good criteria. IndiHome Customer Satisfaction in Karawang Regency is in the satisfied criteria. IndiHome Customer Loyalty in Karawang Regency is in the loyal criteria. There is a direct and significant effect between service quality and customer satisfaction by 64%. There is a direct and significant effect between customer satisfaction and customer loyalty of 68.6%. There is an indirect effect of service quality on customer loyalty through customer satisfaction of 66.24%.