Influence Of Service Quality Research Articles

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

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.

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.

The Influence of Brand Image, Brand Trust, Service Quality through Customer Satisfaction on Honda Brand Motorcycle Brand Loyalty in DKI Jakarta

The automotive industry in Indonesia plays a crucial role in the country's economic development, with motorcycles being one of the most popular modes of transportation. Honda motorcycles have a significant market share among various brands due to their strong brand image, trust, and service quality. This study analyses the influence of brand image, trust, and service quality on Honda brand motorcycle brand loyalty through customer satisfaction in DKI Jakarta. Using a quantitative approach with a survey method, data was collected from 200 respondents who used Honda motorcycles in the DKI Jakarta area. Data was analysed using the Structural Equation Modeling (SEM) technique. The study results show that brand image, trust, and service quality significantly affect customer satisfaction, impacting brand loyalty. Customer satisfaction is essential to strengthening the relationship between independent variables and brand loyalty. These findings underscore the importance of improving service quality, strengthening the image, and building trust to create loyal customers for the Honda brand.

The Role of Service Quality in Improving Customer Satisfaction: A Study in the Hospitality Business of University

This research aims to analyze the dimensions of Service Quality, analyze service attributes, and analyze the influence of Service Quality on Customer Satisfaction at the Hospitality Business. Universitas Terbuka (UT), as a State University with Legal Entity (SU-LE) in Indonesia, operates various business units, including hospitality services such as guesthouses and meeting facilities. This research focuses on analyzing the service quality and customer satisfaction within these hospitality services of UT. UT aims to improve non-tuition revenue streams through its business operations, making the quality of its hospitality services a crucial aspect of its overall performance. Respondents who completed this study were as many as 379 customers of guesthouses and meeting facilities. The data used in this study is primary data sourced from questionnaires distributed to customers. The research methods used are gap analysis, IPA analysis, and the Structural Equation Model. The variables that influence customer satisfaction are tangible and responsiveness variables, while the variables reliable, assurance and empathy do not influence guest house UT customer satisfaction. This research contributes to the attributes of service quality and customer satisfaction in a state university hospitality business. This study is an exploration of each customer's preferences regarding perceived satisfaction and the level of importance expected for the services provided by hospitality businesses.

The Influence of Product Quality and Service Quality on Customer Loyalty Through Customer Satisfaction

Product quality an important role in the marketing strategy that can be implemented by Informa by providing the best products for its consumers to provide trust, satisfaction and a positive experience so that consumers make product purchases in the future. The purpose of this study was to determine the greatest influence of customer loyalty. This type of research is quantitative with a purposive sampling technique distributed through a questionnaire to 190 male and female respondents of Informa product customers aged 17-50 years who have made a purchase at least 1 time in the last 1 year and domiciled in Jakarta. Primary data analysis was carried out using the SEM Smart PLS method. The results of this study indicate that product quality and service quality have an effect on customer satisfaction. Furthermore, product quality and service quality have a direct effect on customer loyalty, but satisfaction does not affect customer loyalty. Customer satisfaction is not proven to be a mediation between product quality and service quality on customer loyalty. This study contributes to Informa in maintaining and increasing customer loyalty, which can be seen from several factors formed from each consumer complaint optimally and measurably. For further research, the researcher suggests expanding the research area and looking for objects in other fields.

The Influence Of Price And Service Quality On Customer Satisfaction Of Bus 27 Trans Route Malang – Bandung Through Purchasing Decisions

Transportation plays an important role in facilitating human mobility in carrying out various activities such as work, education, tourism and traveling. The current situation has given rise to increasingly fierce competition between various modes of transportation, including air, sea and land. This research aims to determine the direct influence of price and service quality on purchasing decisions and to test the indirect influence of price and service quality on customer satisfaction through purchasing decisions. The research method in this research is descriptive and quantitative. The sampling technique used in this research is a non-probability sampling technique with a focus on purposive sampling, and using the Cochran formula to obtain a sample of 100 respondents in the study. The analytical method used in this research is structural equation modeling-partial least squares (SEM-PLS). Based on the results of hypothesis testing, it shows that price has a direct influence on purchasing decisions, service quality has a direct influence on purchasing decisions, purchasing decisions have a direct influence on customer satisfaction, and price has an indirect influence on customer satisfaction through purchasing decisions and service quality has an indirect influence on customer satisfaction. through purchasing decisions.

EVOLUSI BANK KONVENSIONAL DALAM PERSPEKTIF TEORI PUSH PULL MOORING

This study aims to identify differences in customer perceptions of push and pull factors in switching from conventional banking services to digital banking at Bank Mandiri Tanjung Perak Branch in Surabaya. The research methodology involves questionnaires for quantitative data collection and documentation to support the data. Analysis is conducted using the Push Pull Mooring (PPM) theory to evaluate the influence of Service Quality, Perceived Ease of Use, and Lifestyle on customers' Switching Intention. The findings indicate that for customers with less than 5 years of transaction experience, service quality and ease of use of digital services influence their intention to switch. For customers with more than 5 years of experience, service quality and ease of use have different impacts on switching intention. The t-test results show that switching intention is not significantly influenced by the duration of use (P value 0.93), but lifestyle significantly affects preference for digital services (P value 0.003). Perceived ease of use does not show a significant difference between the two groups (P value 0.716), while service quality shows a significant difference (P value 0.014). The application of these research findings to other Mandiri branches needs to consider demographics, strategy adaptation, and continuous evaluation. Bank Mandiri can optimize its services by focusing on customer retention, lifestyle, ease of user experience, and improving service quality. Understanding the interaction effects between these variables helps Bank Mandiri adapt holistic and customer-oriented strategies. Thus, Bank Mandiri can enhance its competitiveness in an increasingly dynamic market.

The Effect of Service Quality and Trust on Customer Loyalty with Satisfaction as an Intervening Variable in Three Star Hotels, Palembang

This research aims to analyze the direct and indirect influence of the variables Service Quality, Trust, Satisfaction and Customer Loyalty. The method used in this research is a quantitative method with primary andsecondary data collection techniques, including observation, questionnaires and literature study. The number of respondents involved in this research was 115 people, and data collection was carried out using instruments that focused on the variables studied. Data analysis was carried out using Smart-PLS software. Based on the results showed that satisfaction has a significant influence on customer loyalty Apart from that, trust also has a significant influence on satisfaction, and the influence of trust on customer loyalty through satisfaction shows significant results. Trust and satisfaction are important factors that influence customer loyalty in three-star hotels in Palembang City. The results of this research also show that the other four variables, namely the direct influence of service quality on customer loyalty, as well as the influence of service quality on trust and satisfaction, have an insignificant influence. Therefore, to increase customer loyalty to three-star hotels in Palembang, it is necessary to look for other factors that have a stronger and more significant influence.

The Influence of Service Quality, Corporate Social Responsibility and Corporate Reputation on Customer Satisfaction With the Government’s Role as Moderator (Study on the company PT PLN Indonesia)

This study aims to analyze how the influence of Service Quality, Corporate Social Responsibility and Corporate Reputation on Customer Satisfaction with the Government’s Role as moderating. The object of research used is the BlueChip Company Customer PT PLN Persero Indonesia. The sampling technique used was the Saturated Sampling technique. The data analysis used is the Structural Equation Model (SEM) method or Structural Equation Modeling with the WarpPLS approach. The results showed that: CSR (X1) has a significant positive effect on Customer Satisfaction (Y1). Company Reputation (X2) has no significant effect on Customer Satisfaction (Y1). Service Quality (X3) has a significant positive effect on Customer Satisfaction (Y1). The moderating effect of the government’s role on the relationship between CSR and customer satisfaction is not significant. The moderating effect of the Government’s role on the relationship between Company Reputation and Customer Satisfaction is not significant. The moderating effect of the Government’s role on the relationship between Service Quality and Customer Satisfaction is significant. The originality of this research is the modeling of the customer satisfaction variable by involving CSR, Company Reputation, and Service Quality as independent variables and the Government Role variable as a moderating variable in monopolistic companies in Indonesia.

The Influence of Product Quality, Service Quality, and Perception of Coal Prices on Customer Satisfaction at PT Bukit Asam, Tbk

The Influence of Product Quality, Service Quality, and Perception of Coal Prices on Customer Satisfaction at PT Bukit Asam, Tbk

Influence Quality of Service and Hotel Image to Loyalty Through Hotel Customer Trust in Gorontalo City

The economic growth of Gorontalo City has had an impact on many entrepreneurs who invest in various fields, including the world of hotels. One way to maintain its existence is that hotel business players must be loyal to the customers. This study is to analyze the effect of service quality and hotel image on customer trust. The effects of service quality and hotel image on customer loyalty. The effects of customer trust on customer loyalty. Customer trust mediates the effects of service quality and hotel image on customer loyalty. The research population is guests who stay at hotels in the city of Gorontalo totaling 671 hotel guests with a research sample of 250 hotel guests. The analytical technique used is descriptive statistics so as to produce the average value (mean) of each indicator. The results showed that hotel customers in Gorontalo City strongly agree that service quality is formed by tangibles, reliability, responsiveness. Keywords: service quality, hotel image, customer trust, customer loyal

Importance-Performance Analysis (IPA) in Researching the Satisfaction of Simulation

Students are the customers of higher education, and their satisfaction directly influences service quality in the tertiary sector. It is essential, therefore, to research students' views. This can be done by applying important-performance analysis (IPA), an effective tool for achieving satisfaction. The study described in this article focuses on data obtained from research into the Programme and Project Management major which is a Master's program in the United Kingdom. The course, Managing the multi-project and programme environment (MMPE), combines theory with practice through offline-business simulation. The program focuses on imparting skills to graduate students in the management field. The performance and importance of thirteen items were connected to motivation and teamwork. The results revealed that not all student respondents are satisfied with the simulation. Utilizing IPA, the research suggests that tutors should prioritize improving communication and relationships among both the programme and project teams, specifying accountability and work allocations, motivating students to achieve goals, and refining feedback methods. These recommendations could be applied to other business simulations that aim to improve student satisfaction.

The Influence of Service Quality and Customer Satisfaction on Customer Loyalty of BCA Mobile in Bandar Lampung

PT. Bank Central Asia, Tbk, founded in 1957, is one of the largest private banks in Indonesia today with an asset value of 1,408 trillion rupiah with a net profit of 48.6 trillion rupiah. The results of the Bank Service Excellence Monitor (BSEM) survey conducted by Marketing Research Indonesia (MRI) in the 2020-2021 edition produced data that BCA Mobile was ranked second and the 2023-2024 edition was ranked fifth in the 10 best mobile banking performances in Indonesia. The problem in this research is that there has been a decline in BCA Mobile's performance followed by many complaints about the use of the BCA Mobile application, which has become a trending topic on the X social media platform (Twitter). BCA Mobile must attention to this so that customers do not think about looking for alternatives to other mobile banking. The aim of this research is to test whether service quality and customer satisfaction have an influence on BCA Mobile customer loyalty in Bandar Lampung City. This research uses a survey method by distributing questionnaires to 90 respondents via Google Form. The analytical method used is simple regression using the partial test (t test) and Sobel test with the SPSS 25 application. The results of the research show that the service quality variable and customer satisfaction variable have an influence on the BCA Mobile customer loyalty variable in Bandar Lampung City.

PENGARUH KUALITAS PELAYANAN PEMBAYARAN E-SAMSAT TERHADAP KEPUASAN WAJIB PAJAK KENDARAAN BERMOTOR (Studi Kasus pada Kantor Samsat Kabupaten Banyuwangi)

Effect Of E-Samsat Payment Service Quality On Motor Vehicle Taxpayer Satisfaction At The Samsat Office, Banyuwangi Regency. The e-Samsat payment service is no stranger to big cities, especially East Java. With e-Samsat services, people no longer need to queue to pay taxes, they can just pay at home without leaving the house. Samsat Banyuwangi is one of the offices that is successful in implementing an online payment system, this is an effort to improve services to taxpayers with fast and convenient service on an ongoing basis. E-Samsat is one proof of increasing motor vehicle tax payment services. The importance of analyzing data in research is to know clearly about the empirical relationship between the two variables studied. The analytical tool used by the researcher is quantitative data analysis, which is a structured report form which is stated with numbers, formulas that can be proven and tested for truth. The data collection method used in this research is using a questionnaire or questionnaire. The results of this study are the influence of service quality (X) on motor vehicle taxpayer satisfaction (Y). based on the results of empirical testing of the hypothesis by using product moment statistics, it produces a number of 0.214 which when compared to the critical price r table product moment for N = 96 with a significance level of 95%, the critical price for N = 95 with a significance level of 95%. The working hypothesis (Hi) is accepted, the null hypothesis (Ho) is rejected.

Pengaruh Cita Rasa dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada PT.XYZ Depok

XYZ (Company name disguised at the request of the company) is a well-established bakery industry in Indonesia. In running its business, of course, the company not only provides quality products and taste, but also provides good service quality because it can increase customer satisfaction. The purpose of this study is to determine the influence of taste and service quality on customer satisfaction of PT. XYZ Depok. The research method used is quantitative statistics. The population of this study is consumers who buy PT. XYZ Depok. Data collection methods with interviews, documentation, and questionnaires. Data processing using SPSS 25 with multiple linear regression analysis technique. Based on the results of the study, it was shown that taste had a significant effect on customer satisfaction and service quality also had a significant effect on customer satisfaction at PT. XYZ Depok, then the taste and quality of customers simultaneously have a significant effect on customer satisfaction at PT. XYZ Depok.

Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Konsumen Mutiara Salon Wanita Jatibening Pondok Gede Tahun 2024

This research aims to examine the influence of service quality on consumer satisfaction at Mutiara Women's Salon Jatibening Pondok Gede in 2024. To obtain data, the Service Quality and Consumer Satisfaction instrument in the form of a questionnaire (Questionnaire) was used. The research method used is quantitative with an associative approach. The sample in this study was 78 respondents. The analysis technique used is simple linear regression which is processed using the SPSS program. Based on the results of data analysis in the regression equation model, it is known that the results of the analysis of the coefficient of determination test in the Mode Summary table, obtained an R Square value (coefficient of determination) of 0.450, which means that the influence of the independent variable (X) on the dependent variable (Y) is 45%. So it can be concluded that the Service Quality variable has an influence of 45% on the Consumer Satisfaction variable. And another 55% was influenced by other variables not examined in this study.

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.

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.