Influence Of Service Quality Research Articles

The influence of tax service quality and tax socialization on individual taxpayer compliance in the regional tax office of the Riau Islands

This research investigates how taxpayer compliance at the Riau Islands Regional Tax Office is affected by two factors: the quality of tax services and tax socialization efforts. The researchers surveyed 116 individual taxpayers and analyzed their responses using regression analysis. The findings revealed that both factors positively influenced compliance levels. Specifically, each unit improvement in tax service quality led to a 0.227 unit increase in compliance, while each unit increase in tax socialization resulted in a 0.479 unit rise in compliance. Together, these two factors account for 34.9% of the variations in taxpayer compliance behavior. Based on these results, the study recommends enhancing both service quality and socialization activities to boost tax compliance in the region.

The Impact of Store Atmosphere, Service Quality, and Social Media Marketing on Purchase Decisions: Insight from the Coffee Shop Market (Case Study at Kedai Kopi Distrik Metropolitan Surabaya)

This research aims to identify the influence of store atmosphere, service quality, and social media marketing on purchasing decisions at the Surabaya Metropolitan District Coffee Shop. Using quantitative methods with non-probability sampling techniques through purposive sampling, this research involved 115 respondents aged over 17 years who had bought and visited shops and had social media. Data was collected via Google Form and analyzed using Partial Least Square (PLS). The research results show that store atmosphere, service quality, and social media marketing have a positive influence on purchasing decisions. Consumers consider the design at Kedai Distrik Metropolitan to be quite unique by combining Vintage Chinatown-Sumatra themes. With a unique place and cheap product prices, consumers are happy to visit Kedai Kopi Distrik Metropolitan Surabaya, especially among teenagers.

Influence of service quality, destination facilities, destination image, and satisfaction on tourist loyalty in Pasar Lama Chinatown, Tangerang City

This study investigates the influence of service quality, destination facilities, destination image, and tourist satisfaction on tourist loyalty in the Pasar Lama Chinatown area of Tangerang City. Utilizing data from 400 respondents, the study employed structured questionnaires analyzed through descriptive statistics, reliability analysis, exploratory and confirmatory factor analysis, and structural equation modeling (SEM). The results reveal that service quality (β = 0.47, p < 0.001), destination facilities (β = 0.33, p < 0.001), and destination image (β = 0.4, p < 0.001) all significantly enhance tourist satisfaction, which in turn has a strong positive effect on loyalty (β = 0.58, p < 0.001). Direct paths also show that service quality, destination facilities, and destination image independently contribute to tourist loyalty. Bootstrapping confirms satisfaction’s mediating role between these factors and loyalty. Practical recommendations suggest prioritizing service quality improvements, facility enhancements, and a positive destination image to foster loyalty and promote tourism sustainability in Pasar Lama, China. These insights assist tourism managers in developing strategies to enhance long-term visitor retention and engagement in the area.

The Role of Customer Satisfaction in Mediating the Influence of Service Quality on Repurchase Intention

Tourism activities in Indonesia are activities that can make a big contribution to the country. One form of contribution to increasing tourism is the activity of Online Travel Agents. Bali Panca Hanasta Tours is one of the Online Travel Agents in Bali that prioritizes the quality of service to encourage consumer repurchase intentions. The quality of service presented is expected to be able to provide a sense of satisfaction to customers by paying attention to customer needs and desires in order to be able to increase consumer repurchase intentions for the services provided. This study aims to understand the effect of service quality on repurchase intentions and the role of customer satisfaction as a mediating variable on online travel agent customers of Bali Panca Hanasta Tours in Bali. This study involved 100 respondents of Bali Panca Hanasta Tours customers. The data collection method was carried out through an online questionnaire, and data analysis using path analysis. The results of this study indicate that service quality has a positive and significant effect on repurchase intentions, and customer satisfaction successfully partially mediates the effect of service quality on repurchase intentions. The implications of the results of this study theoretically can be a reference for other researchers who want to study service quality, customer satisfaction, and repurchase intentions. In practice, it is expected to be a consideration and input for marketers and business actors in maximizing service quality and customer satisfaction as an effective and sustainable marketing strategy to increase repurchase intentions.

The influence of service quality, Guanxi, value co-creation and corporate image in building developers apartments loyalty toward contractors in apartment construction industry

The influence of service quality, Guanxi, value co-creation and corporate image in building developers apartments loyalty toward contractors in apartment construction industry

The Influence of Nurses Performance, Facilities and Service Quality Towards Patient Satisfaction at the Outpatient Installation of Advent Hospital Bandung

Installation take care road is one of facility House the most sick used by clients or patient and also is access First for every patient For get the care needed , so that very important for House Sick For ensure that every means infrastructure , and also the provision of quality human resources For ensure quality service in maintain satisfaction patient . Research This done For know influence partial and simultaneous from performance nurses , facilities , and quality service to satisfaction patient . Research This is study quantitative descriptive , for describe influence between variable X to Y, which is done against 101 patients take care Road in the House Bandung Adventist Hospital , data inside study This collected use questionnaires that have been tested for validity and reliability, which are then processed use SPSS application , and presented in form table . Found that performance nurse No own influence significant to satisfaction patient with mark significant 0.249, while facilities and quality service own influence significant with mark respectively 0.006 and 0.000. In simultaneous performance nurses , facilities and quality service own influence significant with value 0.000 with 67.9% of satisfaction patient explained by the variables discussed in study this . Satisfaction patient influenced by performance nurses , facilities , and quality service in a way together , because That important for House Sick For Keep going maintain and improve it .

Influence of service quality from PT Kereta Api Indonesia (Persero) on customer satisfaction at PT Bukit Asam Tbk

This study examines the effect of service quality provided by PT Kereta Api Indonesia (Persero) on the level of corporate customer satisfaction, specifically PT Bukit Asam Tbk. As a user of railway transportation services for coal logistics, PT Bukit Asam requires quality services to ensure smooth and efficient operations. This research uses quantitative methods with a sample of 100 respondents consisting of PT Bukit Asam Tbk employees involved in the logistics process. Data obtained through questionnaires were analyzed using multiple linear regression. The results showed that the service quality of PT Kereta Api Indonesia has a positive and significant influence on PT Bukit Asam's customer satisfaction, with the indicator of friendly service and responsiveness of the officers scoring the highest. These findings suggest that improving service quality can strengthen customer satisfaction and loyalty.

Antecedents of tourist loyalty in China’s Kangyang tourism: The influence of destination image, service quality, tourist satisfaction, and affective commitment

Background: Kangyang tourism, a wellness tourism niche in China, integrates health preservation with tourism through natural and cultural resources. Despite a growing interest in Kangyang tourism, the factors driving tourist loyalty in this sector are underexplored. Methods: Using a sample of 413 tourists, this study employed Covariance-Based Structural Equation Modeling (CB-SEM) to examine the influence of destination image, service quality, tourist satisfaction, and affective commitment on tourist loyalty. Results: The findings reveal that destination image and service quality positively affect tourist satisfaction, affective commitment, and loyalty. Tourist satisfaction and affective commitment are identified as critical drivers of tourist loyalty. Notably, affective commitment plays a stronger role in fostering loyalty compared to satisfaction. Conclusion: These results highlight the importance of a positive destination image and high service quality in enhancing tourist loyalty through increased emotional and psychological attachment. The findings inform strategies for stakeholders to improve Kangyang tourism’s growth by focusing on emotionally engaging experiences and service excellence.

Pengaruh Kualitas Pelayanan dan Pengalaman Belanja terhadap Kepuasan Pelanggan pada Tokma Kondang

Tokma is a company operating in the retail sector. This research aims to analyze how much influence service quality and shopping experience have on customer satisfaction. This research uses a quantitative method, data collection is carried out by distributing questionnaires via Google Form to Tokma Kondang consumers. The data is then analyzed using multiple linear regression techniques and the sampling method applied is Accidental Sampling using the Lemesshow formula to determine the number of samples. The number of samples was 120 visitors to Tokma Kondang. The results of this research show that service quality positively and significantly influences customer satisfaction by 7,001, the correlation coefficient of shopping experience on customer satisfaction shows an influence of 10,180, the correlation coefficient of service quality and shopping experience on customer satisfaction is 201,089 and analysis of service quality and shopping experience simultaneously influence customer satisfaction by 77.1%

Demand Equilibria in Spatial Service Systems

Problem definition: A service is offered at certain locations (“facilities”) in a geographical region. Customers can appear anywhere in the region, and each customer chooses a facility based on travel distance as well as expected waiting time. Customer decisions affect waiting times by increasing the load on a facility, and thus, they impact other customers’ decisions. The service provider can also influence service quality by adjusting service rates at each facility. Methodology/results: Using a combination of queueing models and computational geometry, we characterize demand equilibria in such spatial service systems. An equilibrium can be visualized as a partition of the region into service zones that form as a result of customer decisions. Service rates can be set in a way that achieves the best-possible social welfare purely through decentralized customer behavior. Managerial implications: We provide techniques for computing and visualizing demand equilibria as well as calculating optimal service rates. Our analytical and numerical results indicate that in many situations, resource allocation is a far more significant source of inefficiency than decentralized behavior. Funding: J. G. Carlsson was funded by the METRANS Transportation Consortium [Grant NCST-USC-RR-24-12] and the Office of Naval Research [Grant N00014-24-1-2277-P00001]. Supplemental Material: The online appendix is available at https://doi.org/10.1287/msom.2023.0434 .

Determination of Lombok Island Community Preferences to Become Islamic Bank Customers with Religiosity as a Moderating Variable

Islamic banking in Indonesia continues to experience developments marked by increasing assets and market share. However, Islamic banking is still lagging behind conventional banking, including in Lombok Island, where the majority of the Population is Muslim. This study aims to explore the factors that influence the preferences of the people of Lombok Island in choosing Islamic banks, with a focus on the influence of service quality, perception, financial literacy, product knowledge, Islamic branding, and the role of religiosity as a moderating variable in the relationship. This type of research is explanatory research (explanatory research) with a quantitative approach. The Population in this study was Islamic customer banks in Lombok Island, with a sample of 210 respondents determined using Nonprobability Sampling, and the data collection tool used was a questionnaire. Data analysis used Partial Least Squares-Structural Equation Modeling (PLS-SEM). The study results indicate that service quality, perception, financial literacy, product knowledge, and Islamic branding significantly influence the preferences of the Lombok Island community to become Islamic bank customers, as evidenced by the T-Statistic value > 1.96 and P-Value < 0.05. At the same time, religiosity cannot moderate the relationship between service quality, perception, financial literacy, product knowledge, and Islamic branding on the preferences of the Lombok Island community to become Islamic bank customers. Based on this, it is recommended that Islamic banks improve Islamic branding and service quality and hold financial education programs for the community.

The Influence of Online Return Service Quality on Customer Satisfaction Among Chinese Consumers: Focusing on the Moderating Effect of Platform Reputation

The Influence of Online Return Service Quality on Customer Satisfaction Among Chinese Consumers: Focusing on the Moderating Effect of Platform Reputation

The Effect of Zakat Management and the Quality of Zakat Services on Muzzaki Satisfaction in Baznas Jember Regency

This study aims to determine the influence of zakat management and service quality on muzzaki satisfaction in BAZNAS Jember Regency. This study uses a quantitative method sourced from questionnaires. The population of this study is 400 muzzaki. Sampling uses the slovin formula, which is a statistical formula used to determine the minimum number of samples from a limited population (finite population survey). So the number of samples in this study is 80 respondents. The data analysis technique used is the SPSS computer program. The results of this study show that zakat management and service quality have a positive and significant effect on muzzaki satisfaction. Based on the results of the t test, it can be seen that the variable of zakat management is obtained t count > t table (6,965 > 1,991) sig. 0.001 < 0.05 and the variable of service quality was obtained (17.926 > 1.991) sig. 0.001 < 0.05. The result of the determination coefficient (R2) in this study was 0.839 or 83.9%, which means that muzzaki satisfaction was influenced by zakat management and service quality of 83.9%. The results of the multiple linear regression test in the variable of zakat management are 0.387, while for the variable of service quality 0.959, if the coefficient is positive, it means that there is a positive effect between zakat management and service quality on muzzaki satisfaction.

Analysis of Factors Affecting Customer Loyalty and Acquisition in Sociopreneurship-Based Cleaning Services

The competitive landscape necessitates that startups have competitive strategies to attract consumers and retain customers. Startups need to realize sustainable business practices where companies cannot solely focus on profit but also implement sustainable business concepts that consider social and economic dimensions. Various digital platforms can be utilized by companies to publicize their business activities. One such startup that applies this strategy is Cleansheet, a sociopreneurship in the field of cleaning service based on empowerment. The research was conducted in Bogor from January to March 2024 through interviews and the distribution of questionnaires to 285 respondents. The results of the SEM analysis show that Cleansheet's customer acquisition is significantly influenced by digital marketing, customer loyalty, and sustainability perception. Meanwhile, customer loyalty is significantly influenced by customer satisfaction, sustainability perception, digital marketing, and service quality. Regarding the indirect effect, customer satisfaction significantly acts as a mediating variable in the partial influence of digital marketing and service quality on customer loyalty.

Pengaruh Kualitas Pelayanan Petugas Aviation Security (AVSEC) terhadap Kepuasan Penumpang Disabilitas di Bandar Udara Adi Soemarmo Solo

In supporting the security and safety of flights at an airport, there are several requirements that must be met by airport managers. First, reliable human resources in terms of security and comfort. In this case, all aviation security personnel or commonly called Aviation Security (AVSEC). This research aims to determine the influence of the service quality of Aviation Security officers (AVSEC) on the satisfaction of disabled passengers at Adi Soemarmo Airport, Solo. This research uses quantitative methods. The respondents in this study were 67 disabled passengers at Adi Soemarmo Airport, Solo. Data was obtained through distributing questionnaires offline. Data analysis techniques use Simple Linear Regression Test, T Test, Coefficient of Determination Test, and Descriptive Test. The results of this research show that there is an influence of the service quality of Aviation Security officers (AVSEC) on the satisfaction of disabled passengers at Adi Soemarmo Airport, Solo. It is proven from the results of the T Test (Partial) that the T count is 4.748 with a significance value of 0.01 < 0.05. This states that the service quality variable partially influences the passenger satisfaction variable. The results of the Coefficient of Determination Test showed a result of 25.8%, which means that service quality influences passenger satisfaction, while the remaining 74.2% is influenced by other factors that were not studied.

The Influence Of Product Quality, Service Quality, Price And Brand Image On Shopee Customer Satisfaction

Purpose – This paper seeks to examine the influence of product quality, service quality, price and brand image on shopee customer satisfaction survey in Bengkulu province. Methodology/approach – The data collection method used in this research is the direct or self-administered data collection method, namely the distribution method by distributing online questionnaires to obtain information from respondents. Distribution of questionnaires was carried out by distributing questionnaires online to respondents via social media such as WhatsApp, Instagram and assisted by closest friends in distributing questionnaires. This research collected a sample of 309 respondents.. Findings – It was found that . Good quality, low prices, good brand image and good service quality can increase the satisfaction of customers who shop at Shopee in the community in the city of Bengkulu and have a positive and significant influence. Novelty/value – because product quality, price, brand image and service quality have an influence on customer satisfaction, so it is important for companies to evaluate further the variables that form customer satisfaction to make customers more satisfied. Keywords Because product quality, price, brand image and service quality have an influence on customer satisfaction, it is important for companies to evaluate further the variables that form customer satisfaction to make customers more satisfied. keywords service quality, product quality, price brand image.

The Influence of Service Quality and Price on Consumer Satisfaction With Exo Tea Beverage Products in Galanggang Village RT 01 Batujajar District, West Bandung Regency

The study was intended to test the impact of service quality and prices on consumer satisfaction for exo tea products in the village of galbaking, the district of bandung. The research method used is the quantitative method using data collection techniques through the distribution of the questionnaire to 174 respondents. A data analysis using a partial correlation test and simultaneous hypothetical test (f) indicates that the quality of service and price have significant impact on consumer satisfaction. The respondents in this study are mostly 15-25 years old and are dominated by men. The study contributed theoretically by applying marketing management theories and by providing practical Suggestions for the development of exo tea products

Pengaruh Fasilitas dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Cinnamon Hotel Butique Syariah Bandung

This study aims to determine the Influence of Facilities and Service Quality on Customer Satisfaction at Cinnamon Hotel Boutique Syariah Bandung, this study was conducted by distributing questionnaires to 100 respondents. The research method uses a quantitative method using multiple linear regression tests, with questionnaire data collection techniques, observation and literature studies. where the independent variables are facilities and service quality, and the dependent variable is customer satisfaction. data processing using SPSS software. The results showed that the facility variable had a positive and significant effect on customer satisfaction, while the service quality variable had a significant and positive effect on customer satisfaction. simultaneously (simultaneously) had a positive and significant effect. The coefficient of determination or R² value was (76.8%), and the rest (23.2%) was influenced by other variables outside this study.

Relationship between authentic leadership, service quality, organizational commitment and work engagement: testing a moderated mediation model

PurposeThe purpose of this research is to determine how and why authentic leadership affects service quality. For this aim, a conceptual model comprising authentic leadership, service quality, organizational commitment and work engagement has been proposed.Design/methodology/approachPrivate sector employees from various sectors in North Cyprus were targeted for this research. Through convenience sampling, we collected 298 responses at Time 1 and 265 responses at Time 2. After data cleaning, the total responses available for analysis were 258 (the response rate is 72%). The five-step strategy was applied for translation, and the data were analyzed using IBM AMOS 21.0.FindingsFindings show authentic leadership influences service quality directly and indirectly through organizational commitment. Moreover, work engagement has a moderated mediation position in this relationship.Originality/valueThe research model is a new attempt in the literature and contributes to leadership research by testing the effects of authentic leadership on service quality through the moderated mediation effect of work engagement.

Pengaruh Diskon, Promosi dan Kualitas Pelayanan terhadap Keputusan Pembelian Online dengan Menggunakan Aplikasi Alfagift

This research aims to determine the influence of discounts, promotions and service quality on purchasing decisions using the Alfagift application in Muara Bulian. The analysis used is quantitative analysis using validity and reliability tests, multiple linear regression analysis, t test, F test and coefficient of determination (R2). The research results show that simultaneously there is a significant influence between the discount, promotion and service quality variables on online purchasing decisions using the Alfagift application, but partially only the discount variable does not have a significant influence on online purchasing decisions using the Alfagift application in Muara Bulian.