Influence Of Service Quality Research Articles

Pengaruh E-service Quality terhadap Reuse Intention yang dimediasi oleh E-Satisfaction Pengguna DIGI by Bank BJB

Until 2022, the number of DIGI Bank BJB mobile banking users more than 849 thousand users. The frequency of DIGI transactions by Bank BJB also increased by 46 million transactions from 2021. However, research conducted by Populix in 2022 shows that DIGI by Bank BJB is not yet the main choice for customers when using mobile banking. Moreover, on PlayStore and AppStore, the DIGI by Bank bJB application only received a rating of 3.2 and 3.3 out of 5 stars respectively, and there are still complaints from users. This research aims to analyze the influence of electronic service quality on electronic satisfaction and intention to reuse the DIGI by Bank BJB application. This research uses a quantitative method obtained from survey results using a questionnaire with a Likert scale, then the statement is tested for validity and reliability and then analyzed using simple regression, multiple regression, Sobel test and T test with the help of SPSS version 25. The research sample consists of 93 respondents using the convenience sampling method and it was found that e - Satisfaction and reuse intentions can be influenced positively and significantly by the quality of e-services. In addition, e-satisfaction significantly influences reuse intention, and e-service quality influences reuse intention through e-satisfaction.

Pengaruh Kualitas Pelayanan dan Fasilitas Wisata terhadap Kepuasan Pengunjung di Objek Wisata Taman rekreasi dan Rumah Susu Lachio Patumbak

The target of this study is to observe the influence of service quality and tourist facilities on visitor satisfaction at the Lachio Patumbak Recreation Park and Milk House tourist attraction. This study is of a quantitative type by including several variables including Service Quality and Tourist Facilities as independent variables and Visitor Satisfaction as the dependent variable. To collect data, a questionnaire was used and a total random sample of 93 respondents. The analysis uses a multiple linear regression method using SPSS version 20 application software. The results of the study show that Service Quality has a significant partial impact on Visitor Satisfaction, because t calculated for Service Quality is above the t table (7.778 > 1.986) and the sign is 0.000 < 0.05. However, the use of tourist facilities has a partial impact on visitor satisfaction with a sign of 0.010 > 0.05 and t calculated above t table (2.643 > 1.986). Then the quality of tourist services & facilities has a significant impact on visitor satisfaction together because f count > f table (84.645 > 3.10) is significantly 0.000 < 0.05.

THE INFLUENCE OF SERVICE QUALITY AND PRICE ON PURCHASE DECISIONS IN CLOTHING STORES AT PARUNG MARKET

This study aims to identify the influence of service quality and price on the purchase decisions of clothing at stores in Parung Market, both partially and simultaneously. The research is associative and quantitative, with consumers of Parung Market stores as the subjects. The sample consists of 90 individuals selected using Slovin’s formula. Data collection was done through questionnaires, and the data were analyzed using various tests, such as validity and reliability tests, classical assumption tests, linear regression, correlation coefficient, determination coefficient, and partial and simultaneous hypothesis testing. All analyses were performed using SPSS version 25. The results show that service quality affects purchase decisions, with a positive relationship demonstrated by the regression equation. The correlation coefficient indicates a fairly strong relationship between service quality and purchase decisions. In addition, price has a significant influence on purchase decisions, with a higher correlation coefficient compared to service quality. Simultaneously, both service quality and price together influence purchase decisions. This relationship is strengthened by the high and significant correlation coefficient. The conclusion of this study is that both service quality and price, individually or together, play an important role in influencing consumer purchase decisions at Parung Market.

Variabel Mediasi : Suatu Tinjauan Pengaruh Kualitas Layanan, Customer Experience, dan Kepercayaan terhadap Loyalitas dengan Kepuasan di Puskesmas Berbah Kabupaten Sleman

This research entitle of " Mediating Variables: A Review of the Influence of Service Quality, Customer Experience, and Trust on Loyalty and Satisfaction at the Berbah Public Health Center, Sleman Regency ". The purpose of this study is to find and analyze the influence of service quality, customer experience and trust on loyalty with satisfaction as a mediation variable. To research it uses purposive sampling and accidental sampling of 100 respondents. The tests on this study were conducted with tests of validity, reliability, classical assumptions, hypothesis testing,path analysisand sobel tests. With multiple linear regression analysis in this study obtained results b1 =0.217 showed a positive influence of service quality variables on loyalty, b2 =0.209 showed a positive influence of customer experience variables on loyalty, b3= 0.146 showed a positive influence of trust variables on loyalty, b4 = 0.164 showed a positive influence of satisfaction variables on loyalty. For partial hypothesis testing used t test, obtained a value of tcalculated for the quality of service to loyalty of 4,072, tcount for customer experience to loyalty of 3,648, for trust to loyalty of 2,657 and tcalculate for patient satisfaction to loyalty of 2,657. Then based on the results of calculations through the sobel test, patient satisfaction mediated the relationship between the quality of service to loyalty with at count value of 2,281, patient satisfaction mediated the relationship between customer experience to loyalty with at calculated value of 2,095,patient satisfaction mediated the relationship between trust to loyalty with at count value of 2.0009.

Pengaruh Kualitas Layanan, Citra, Fasilitas dan Harga terhadap Kepuasan Pasien pada Rumah Sakit Swasta Tipe B Daerah Surabaya Timur

The aim of this research is to examine and analyze the influence of service quality, hospital’s image, facilities and prices on patient satisfaction. The research method used survey method with cross-section data collection through questionnaires. The sample was obtained by convenience sampling as many as 78 peoples who received treatment at the type B private hospitals in the East Surabaya City area. The data analysis method used in hypothesis testing is Structural Equation Modeling (SEM). The research results provide evidence that service quality and prices have a positive effect on patient satisfaction. While the image of Hospital and facilities have no effect on patient satisfication.

Pengaruh Cita Rasa dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan pada Es Teh Tali Pinggir

Es Teh Tali Pinggir is a beverage business that is quite popular with many people, because the price is affordable and refreshing when drunk. This business venture already has many branches, one of which is located in Teluk Jambe Karawang. The aim of this research is to understand the influence of taste and service quality on customer satisfaction. The analytical method used includes a quantitative approach. The target sample is customers who are buying products from Es Teh Tali Pinggir. The samples collected were 96 people and the samples were determined using the lemeshow sampling technique. The data collection technique for this research is to use questionnaire data collection which is filled out by Es Teh Tali Pinggir customers. Based on research findings, research on taste has a positive and significant influence on customer satisfaction, while research on service quality also has a positive and significant influence. In addition, research on the combined influence of taste and service quality has been proven to have a positive and significant impact on customer satisfaction. This research shows that customer satisfaction with Es Teh Tali Pinggir is more influenced by taste.

Pengaruh Pengalaman Pelanggan dan Kualitas Layanan Elektronik Terhadap Kepuasan Pelanggan Layanan Pesan Antar Makanan Gofood di Surabaya

service to its consumers. The emergence of many competitors has pressured Gofood to find effective strategies to become the market leader. The purpose of this study is to determine the influence of customer experience and electronic service quality on customer satisfaction with Gofood’s food delivery service in Surabaya. This research employs a quantitative method. The population in this research consist of the residents of Surabaya. The targeted sample includes residents of Surabaya who have utilized and purchased Gofood as a food delivery service with 98 respondents. The sampling process uses a non-probability sampling method through purposive sampling techniques. The results of this research reveal: 1) customer experience has a positive and significant effect on customer satisfaction and 2) electronic service quality has a positive and significant effect on customer satisfaction.

Pengaruh Service Quality terhadap Repurchase Intention melalui Customer Satisfaction: Perspektif Penumpang Lion Air

The development of air transportation in Indonesia is increasingly rapid, and low-cost airlines (low-cost carriers) dominate the market share of domestic airline passengers in Indonesia. Lion Air is one of the leading low-cost airlines (LCC), which has a high number of passengers. This research aims to test the influence of service quality on customer satisfaction, service quality on repurchase intention, and the relationship between service quality on repurchase intention which is mediated by customer satisfaction. The research methodology used is descriptive-quantitative causality. The data analysis technique uses structural equation modeling with partial least squares (SEM-PLS) with SMARTPLS 3 software. The results of hypothesis testing show that service quality (PV, RD, SI) has a statistically significant influence on customer satisfaction and also state that service quality (EC, SA) does not have a significant influence statistically on customer satisfaction. Service quality has a direct impact on the likelihood of customers making repeat purchases, just as customer satisfaction also influences the likelihood of repeat purchases. Customer satisfaction is influenced by service quality, which in turn influences repurchase intentions.

The surprising influence of social commerce service quality on purchase intentions mediated by e-commerce

The surprising influence of social commerce service quality on purchase intentions mediated by e-commerce

The Influence of Digital Marketing and Service Quality on Customer Loyalty among Gojek Users (Case Study of FISIP Students at Riau University)

This research aims to identify and analyze the influence of digital marketing and service quality on customer loyalty among Gojek users, with a focus on students at the Faculty of Social and Political Sciences (FISIP) at Riau University. The research method used was a survey using a questionnaire distributed to respondents who were Gojek users among FISIP students at Riau University. The data analysis technique used is multiple linear regression. The results of this research show that digital marketing has a significant influence on customer loyalty among Gojek users among FISIP students at Riau University. Apart from that, service quality also has a significant influence on customer loyalty among Gojek users among FISIP students at Riau University. Thus, it can be concluded that both digital marketing and service quality have an important role in forming customer loyalty on the Gojek platform among FISIP students at Riau University. It is hoped that the findings from this research can contribute to the development of digital marketing strategies and improve service quality for Gojek and other similar companies in increasing customer loyalty, especially among FISIP students at Riau University and can also be a reference for further research in the same field.

The Influence of Interior Design and Service Quality on Interest in Revisiting Café Arabica, Central Park Mall

Purpose : this research aims to determine the influence of interior design and service quality on interest in returning to Cafe Arabica Central Park Mall. Research Methods : this research is a type of quantitative research and uses a questionnaire as a data collection technique. The sample used was 80 people selected using purposive sampling technique. The analytical method used is Multiple Linear Regression Analysis, T Test, and F Test. Results and discussion : The results of this study show that there is a significant partial or individual influence between interior design variables and service quality on interest in returning visits. Apart from that, it can also be seen that there is a significant influence between interior design variables and service quality simultaneously on interest in returning to visit. Interior design is related to creating a room or shop atmosphere that can influence and create an image in the mind of a visitor that influences the buyer's emotions, and generates or influences interest in visiting. In addition, the level of visitor satisfaction depends on the quality of service. Service companies really depend on service quality because it will influence visiting interest. Implication : It is hoped that the contents of this research for the Arabica Central Park Mall Cafe can become a reference for assessing consumers' interest in returning to the cafe and also become an input for improving the quality of service and implementing better types of design as time goes by in order to increase the level of interest in returning to visit. towards Arabica Cafe Central Park Mall.

The Influence of Service Quality and Brand Image on Customer Satisfaction and Customer Loyalty at the Pratama Marga Ayu Clinic in Badung, Bali

This research investigates the impact of service quality and brand image on customer satisfaction and customer loyalty at the Pratama Marga Ayu Clinic in Badung, Bali. Using SPSS and Smart-PLS for analysis, the study reveals that both service quality and brand image significantly and positively affect customer satisfaction, which in turn influences customer loyalty. Additionally, customer satisfaction mediates the relationship between service quality and customer loyalty. The findings highlight the importance of enhancing service quality and brand image to foster higher customer satisfaction and loyalty. The research concludes with practical suggestions for improving service and brand image, including increasing healthcare personnel, enhancing branding efforts, and implementing customer loyalty programs. Future studies are recommended to explore other influencing factors such as product reviews, location, and social media marketing to further enrich the understanding of customer decision-making.

The Influence of Service Quality and Trust on Customer Satisfaction in Catering Mbak Daeng Alauddin Tangerang District

Service quality and trust are two major factors determining customer satisfaction, especially in service industries such as catering. Understanding the influence of these two factors is important to improve competitiveness and maintain customer loyalty. This study aims to determine the influence of service quality and trust on partial or simultaneous consumer satisfaction in catering Mbak Daeng Alauddin, Tangerang Regency. The research methods used are descriptive and associative. The population in this study is 350 consumers. The sampling technique with the probability sampling method is proportionate stratified random sampling using the 10% Slovin formula. The sample was obtained as many as 78 respondents. The data analysis method used is multiple regression analysis. The results of the study partially show that the quality of service has a positive and significant effect on customer satisfaction, which can be concluded from the t-count value > t-table (8.932 > 1.99167), the trust has a positive and significant effect on consumer satisfaction, it can be concluded that the t-count value > t-table (6.668 > 1.99167), by simultaneously showing that service quality and trust simultaneously have a positive and significant effect on customer satisfaction can be It was concluded that the value of F-calculated > F-table (48.663 > 2.37).

The Influence of Service Quality on Customer Satisfaction and Customer Loyalty at Richeese Factory in Denpasar City

Richeese Factory must execute the most effective marketing mix to advance its business, necessitating a thorough study and analysis of its marketing methods for fast food restaurants. This analysis will enable Richeese Factory to sustain and enhance its operations. This study aims to assess the impact of tangible evidence, dependability, responsiveness, assurance, and empathy on customer satisfaction and loyalty. To assess the impact of customer satisfaction on customer loyalty at Richeese Factory in Denpasar City. This study employs a quantitative research methodology. The research sample comprised 195 customers of Richeese Factory Denpasar. Methods of data collecting employing questionnaires. Analytical methodologies employing Partial Least Squares - Structural Equation Modeling (PLS-SEM). The findings indicated that Physical Evidence, Reliability, and Assurance significantly influence Customer Satisfaction, however Responsiveness and Attention do not have a substantial impact on Customer Satisfaction. Physical Evidence, Responsiveness, and Attention significantly influence Customer Loyalty; however, Reliability and Assurance do not have a major impact on Customer Loyalty. Customer satisfaction significantly influences customer loyalty. Richeese Factory Denpasar City is advised to prioritize Customer Satisfaction by periodically assessing the quality of service and food and beverage offerings supplied to patrons.

PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP LOYALITAS KONSUMEN DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL MEDIASI (STUDI KASUS PADA CAFE TAMAN IDE)

This research is motivated by increasing competition in the cafe business idea garden. With so many cafes or culinary places competing to get their products chosen by consumers to achieve the desires and profits of a company. This research aims to find out how much influence service quality and price have on loyalty Consumers with consumer satisfaction as a mediating variable (case study at Cafe Taman Ide). This research is a type of quantitative approach research, the data used in This research is primary data obtained by distributing questionnaires to consumers who have purchased products at Cafe Taman Ide. The sampling technique uses the method probability sampling with simple random sampling where every consumer of Cafe Taman Ide have an equal chance of being included in the sample. The population used is as many as 165 respondents. The sample obtained was 117 respondents using the formula Slovin. The test stages carried out are validity test, reliability test, descriptive statistical test, test normality, multicollinearity test, heteroscedasticity test, coefficient of determination test, f test, t test, and techniques The data analysis used to answer the hypothesis is path analysis.Keywords: Service Quality, Price, Consumer Loyalty, Consumer Satisfaction

The Effect of Digitalization of Banking Services on Consumer Satisfaction

Digitalization services are a banking innovation in providing fast services that can be accessed anytime and anywhere to consumers. Bank BRI Sisimangaraja is one of the banks developing this digitalization service innovation. Consumer satisfaction is the main factor that must be considered by a service provider company, especially banking, to maintain the company's survival. Therefore, in order to achieve consumer satisfaction, digitalization services are carried out well and correctly. The aim of this research is to find out whether the digitalization of banking services has an effect on bank consumer satisfaction. In accordance with research, there are four elements of measuring banking digitalization services that influence consumer satisfaction, namely speed, accuracy, comfort and security. This research uses quantitative research methods with multiple linear regression analysis. The respondents in this research were 120 people who were active customers of Bank BRI Sisimangaraja. The research results obtained from this research show that speed has a significant effect on consumer satisfaction. The size of the regression coefficient is 0.221, meaning that speed influences consumer satisfaction by 0.221 units. Accuracy has a significant effect on consumer satisfaction. The size of the regression coefficient is 0.267, meaning that accuracy influences consumer satisfaction by 0.267 units. Convenience has a significant effect on consumer satisfaction. The size of the regression coefficient is 0.452, meaning that comfort influences consumer satisfaction by 0.452 units. Security has a significant effect on consumer satisfaction. The size of the regression coefficient is 0.710, meaning that security influences consumer satisfaction by 0.710 units. In this way, speed, accuracy, comfort and security have a significant effect simultaneously (together) on the consumer satisfaction variable. Based on the results of the table analysis, the adjusted R square value is 0.479. This means that the influence of service and product quality contributes a joint influence of 47.9% to the consumer satisfaction variable, while the remaining 52.1% is influenced by other variables.

The Influence of Price Perception, Service Quality, Store Atmosphere and Word of Mouth on Purchasing Decisions

This research was conducted with the aim of examining the influence of price perceptions, service quality, store atmosphere, and word of mouth on purchasing decisions. The sample used in this research was consumers of the Kopi Kecil coffee shop in Cempaka Putih who had made a purchase and dine-in at least once at the Kopi Kecil coffee shop, totaling 100 people. The data collection method uses a questionnaire. Data analysis uses multiple linear regression analysis. The study results show that partially, price perception has an insignificant influence on purchasing decisions, service quality has an insignificant influence on purchasing decisions, partially, store atmosphere has a positive and significant influence on purchasing decisions, and partially, word of mouth has a positive influence and is significant to purchasing decisions. Managerial implications in this research Managers must understand how price influences customer perceptions, offer product packages at cheaper prices than buying them separately to increase the value perceived by customers, and Collect and analyze feedback from customers to find out areas that need to be improved in service.

THE EFFECT OF SERVICE QUALITY AND PROMOTION TOWARDS CUSTOMER DECISION

This study investigates the influence of service quality and promotion on consumer decision-making regarding the use of Lash by Vie services in Pontianak City. Using an associative research approach, the study gathered data from 100 female respondents who had previously utilized the salon's services. Multiple regression analysis was employed as the primary analytical method, using SPSS version 25. Validity and normality tests confirmed that all items were both reliable and normally distributed. The findings reveal that, individually (through T-tests), both service quality and promotion have a positive and significant impact on consumer decision-making. Furthermore, the F-test results demonstrate that, when considered together, service quality and promotion significantly and positively influence consumers' decisions. These results underscore the importance of both factors in shaping consumer choices regarding beauty services.

PENGARUH KUALITAS PELAYANAN PAJAK, PENERAPAN E-FILLING DAN E-BILLING TERHADAP KEPUASAN WAJIB PAJAK

This research aims to scientifically test and prove the influence of Tax Service Quality, Implementation of e-filling and E-billing on Individual Taxpayer Satisfaction, a case study of taxpayers registered at KPP Pratama Pondok Aren. This type of research uses quantitative research, in-depth analysis in the form of numbers. The population in this research is individual taxpayers at KPP Pratama Pondok Aren. The sample in the study was determined based on the simple random sampling method. The number of respondents sampled in this study was 100 respondents. Data was collected using a questionnaire and analyzed using multiple regression using the SPSS version 27 program. The research results show that the influence of Tax Service Quality, Implementation of e-filling and Implementation of E-billing has a significant and significant impact on Taxpayer Satisfaction. This shows the importance of these independent factors in increasing taxpayer satisfaction in the case study of taxpayers registered at KPP Pratama Pondok Aren

The Influence of Service Quality and Satisfaction on Interest in Return Visits of Inpatient Patients at Bekasi Regency Hospital

The Influence of Service Quality and Satisfaction on Interest in Return Visits of Inpatient Patients at Bekasi Regency Hospital