Service Quality Of Customer Satisfaction Research Articles

Investigating the crucial role of logistics service quality in customer satisfaction for fresh e-commerce: A mutually validating method based on SERVQUAL and service encounter theory

The incessant advancement of e-commerce has brought promising opportunities for vending fresh commodities and stimulated the ongoing growth in the demand for fresh products. Logistics services serve as a vital link between fresh e-commerce and customers, playing a pivotal role in enhancing customer satisfaction and fostering the sustainable growth of businesses. Therefore, this study endeavors to investigate the correlation between logistics service quality and customer satisfaction within the context of fresh e-commerce, while also identifying the pivotal factors that impact logistics service quality. Initially, a novel logistics service quality measurement scale is developed based on the SERVQUAL model. Then, the study formulates the first hypothesis testing model using customer expectations and perceived value as mediating variables. Subsequently, incorporating the service encounter theory, the constructed logistics service quality measurement factors are re-clustered to establish distinct encounter dimensions and to formulate the second hypothesis testing model, which includes mediating variables of customer emotions and perceived value. Finally, empirical data are gathered and subjected to regression analysis and structural equation modeling to mutually validate both models employing identical input indicators. Results suggest that logistics service quality significantly impacts customer satisfaction across the delineated factors within the five dimensions of the SERVQUAL model, alongside the four aspects of service encounters. Moreover, in the fresh e-commerce sector, customer perceived value, service expectations, and customer emotions play crucial mediating roles between logistics service quality and customer satisfaction. These findings hold practical implications for fresh e-commerce businesses aiming to enhance the service quality of logistics operations and achieve sustainable development in a customer-centric market context.

A Study on the Influence of Service Quality in Customer Satisfaction; Application of Servqual Moel with Special Reference to Home First Finance Company

Service Quality in finance sector is the most important criteria and asset for evaluating and satisfying customers and thereby increases the customer loyalty and average retention rate of customers. Among the service quality determinants, reliability, assurance and empathy have always played a pivotal role. Prior research suggests that customer perceptions and expectations are more likely to be different across service sectors. Hence, this paper examines the effect of service quality determinants on the degree of customer satisfaction in Home First Finance Company. By realizing the gap between the perceived and actual service quality, customer satisfaction can be extremely improved. Keywords: Customer Relationship, Generating Leads, Customer Satisfaction

Comprehensive Insights into Service Quality Dimensions Exploring the Key Factors

This article explores the critical role of service quality in customer satisfaction and loyalty across industries. It provides an overview of key dimensions like reliability, assurance, tangibles, empathy, and responsiveness. Understanding these dimensions is essential for meeting customer expectations. Factors influencing service quality perception, evaluation methods, and tools are discussed. Strategies for enhancing service quality include employee training, technology utilization, personalization, fostering a customer-centric culture, facility investment, and establishing clear service guarantees. Implementing these strategies improves service quality, leading to enhanced customer satisfaction and loyalty. Keywords: Service quality, Key factors, Reliability, Assurance, Tangibles, Empathy, Responsiveness, Customer satisfaction, Loyalty, Improving services.

Analysis of the customer’s loyalty of the online transportation service Gojek

Gojek has become a widely-known online transportation service in Indonesia, including East Bekasi, a major city that encompasses one of the biggest population numbers, right behind Jakarta. This results in the occurrences of traffic jams and, consecutively, the public’s need for comfortable, fast, and safe transportation. The purpose of this research is to identify, prove and analyze the loyalty of East Bekasi Gojek customers. In this paper, the researched variables include a brand image, promotion, service quality, customer satisfaction and customer loyalty. This research uses a quantitative method, namely the purposive sampling method, using samples from 96 respondents. The data used are gathered from the questionnaire spread, and data analysis is done using SmartPLS 3.0. The result of this research finds that for the direct influence of brand image, promotion, and service quality on customer loyalty, all variables show positive and significant effects, with brand awareness showing an influence degree of 0,350, promotion with 0,364, and service quality with 0,289. As for the indirect influence of brand image, promotion, and service quality towards customer loyalty, brand awareness shows positive and significant effects on the degree of 0,319 while on the other hand, promotion, and service quality show positive yet insignificant effects with promotion being on the degree of 0,222 and service quality on 0,179. As for the indirect influence, the influence towards loyalty through customer satisfaction shows positive and significant effects with brand image on the degree of 0,098, promotion on 0,102, and service quality on 0,081. Meanwhile, the direct joint contribution of brand image, promotion, and service quality for customer satisfaction shows a degree of 81,70%, and indirectly it shows a degree of 82,40%, while the rest of the figure is caused by other factors not included within the model of this research.

Pengaruh Inovasi Produk, Kualitas Pelayanan Elektronik Dan Citra Merk Terhadap Peningkatan Kepuasan Pelanggan Muslim (Studi pad PT. Shantika Bangun Perkasa)

This study aims to analyze the effect of product innovation, electronic service quality and brand image on increasing customer satisfaction at PT. Shantika Bangun Perkasa, the research model used in this study is a multilevel structural model and the SEM (Structural Equation Modeling) analysis technique operated through the AMOS program is used to test the hypotheses proposed so that in this study a minimum of 100 respondents were used as samples in the study. . So that from the research results it can be stated that there is a positive and significant influence between product innovation and brand image, and there is a positive and significant influence on electronic service quality and brand image and there is a significantly positive influence on brand image in customer satisfaction, and there is a significant positive simultaneous effect on product innovation and also on electronic service quality in customer satisfaction.

Improvement Quality of Occupational Health and Safety Testing Laboratory Services Using Quality Function Deployment Method

Efforts to improve the quality of OHS laboratory services this study aims to determine characteristics that have not met customer expectations and provide suggestions for OHS testing laboratory services. SERVQUAL and QFD methods are used in this study, which are based on 5 dimensions and 19 variables indicating customer expectations are greater than perceptions. Then the results in improving the quality of OHS laboratory test services required improvement of QFD analysis attributes withHouse of Quality second stage. The results of this study are in the form of main recommendations for developing integrated programs, namely increasing the intensity of communication to customers, holding comparative studies with overseas laboratories, renovating testing laboratories and facilities, training motivation and improving work culture, appointing suppliers for special testing equipment and reagents and distributing questionnaires. and discussions with consumers. Findings in research can assist management in improving service quality for customer satisfaction.

The Importance of Educational Service Quality for Customer Satisfaction and Organizational Reputation

Abstract This paper aims to enhance the understanding of the concepts of service quality, customer satisfaction with service, and organizational reputation in the context of educational services. The conceptual framework for testing the relationship between the three constructs was developed and tested on a sample of 97 educational service users. The results showed no significant difference between perceived and expected service quality. However, a positive relationship was found between customer satisfaction and three subconstructs of perceived service quality. Also, a significant positive correlation between organizational reputation and three latent variables of perceived service quality and a positive relationship between satisfaction and organizational reputation.

Role of Service Quality in Customer Satisfaction and Customer Loyalty: A Quantitative Investigation

Businesses strive to maintain their position in the today's fiercely competitivemarket by providing excellent services that meet or exceed customers'expectations. Customer satisfaction and loyalty depend heavily on acompany's ability to provide a positive customer experience because thisdirectly affects how customers perceive the performance of the company.Inorder to differentiate themselves from the competitors in a market that isdiverse and rapidly developing, businesses in India should prioritise carrierfriendly services. Offerings may help a business increase revenues since theycan increase customer satisfaction and loyalty. Delivering excellent servicerequires understanding customer needs and potential in-depth, communicatingwithout hesitation, and completing tasks on schedule .Those components canaid a business in creating a positive customer experience that promotes repeatbusiness, recommendations from satisfied customers, and increased customerloyalty.For Indian businesses to have long-term success and growth, it iscrucial that they invest in the improvement of service quality. By placing ahigh priority on providing exceptional service, businesses can grow theirclientele and get respect for their expertise in their field

Assessing Customer Satisfaction in Relation to Service Quality at PLN in Cimahi City

The purpose of this study is to determine the effect of service quality on PLN customer satisfaction at PT. Haleyora Powerindo Cimahi Kota. This research method uses a quantitative approach to the survey method. The population in this study is the average monthly PLN customer at PT. Haleyora Powerindo Cimahi City, namely 652 customers. Questionnaires using a Likert scale were distributed to a sample of 87 customers determined by the Slovin formula (error rate of 10%). As for statistical data analysis using simple linear regression analysis by testing the t test. The results of the study concluded that Service Quality affects PLN Customer Satisfaction at PT. Haleyora Powerindo Cimahi Kota. The magnitude of the contribution of service quality to PLN customer satisfaction at PT. Haleyora Powerindo Cimahi Kota amounted to 61.6% while the remaining 38.4% was influenced by other factors not examined in this study. This study highlights the crucial role of service quality in customer satisfaction at PT. Haleyora Powerindo Cimahi Kota, underscoring the need for focused improvements in this area to significantly enhance overall customer experience.

Airline service quality (AIRQUAL) improvement approach for Thai Airways during the rehabilitation

Since the outbreak of COVID-19 in 2020, Thai Airways (THAI) and many other airlines have been suffering from significant losses and a shortage of liquidity and cash flow. Therefore, the submitted rehabilitation plan aims to completely restructure and enable THAI to become profitable again (Thai Airways, 2021). This study therefore aims to contribute a guideline for enhancing service quality for customer satisfaction in the business by using content analysis from documents, books, tables, articles and related research to examine data based on the Airline Service Quality (AIRQUAL), a crucial component for all service providers, but particularly in the airline industry. This study in line with the forecast of the International Air Transport Association (IATA) and The Civil Aviation Authority of Thailand (CAAT) that the aviation industry will recover to normal within the next few years and the Thai national strategy (2018-2037) on developing future industries and services in order to be key growth engines designed to push Thailand to become a developed country through advanced innovations and technologies and also serves as a foundation for further studies and could possibly accelerate existing research on airline service quality and customers' airline selection decisions.

The Importance of Improving Service Quality for Customer Satisfaction: A Case Study of Bank Muamalat in Bogor City

The development of the banking world in Indonesia is marked by one of them is the establishment of Islamic banks. Islamic banks are banks that operate by not relying on bank interest. With a population that is 80% Muslim, Islamic banks are predicted to have very good prospects in the future. However, the current fact is that there are still many customer complaints related to the quality of service at Islamic banks. This study aims to answer the questions on how the service quality of Bank Muamalat Bogor and how the customer satisfaction is perceived by customers of Bank Muamalat Bogor. The data collection technique was carried out by participant observation and semi-structured interviews since this type of interview is more flexible in which questions can be adapted and changed depending on the answers of the informants. For this study, researchers interviewed 15 bank customers. The results of this study indicate that of the 5 dimensions of service quality, 3 of them received negative responses from customers, namely reliability, assurance and tangible. However, apart from the negative responses, Bank Muamalat with a sharia basis also received a positive assessment for the dimensions of responsiveness and empathy in which customers are satisfied with the services provided by friendly and patient staff who have a high sense of empathy. However, the friendliness and kindness of the staff only is not sufficient. To be able to compete with other commercial banks, Bank Muamalat must be able to improve the quality of its services from all the 5 dimensions of service quality

Faktor – Faktor Yang Mempengaruhi Kepuasan Pelanggan Kartu Telkomsel Di Kecamatan Medan Baru

The purpose of this research is to see and analyze the influence of service quality, product quality, price, promotion. The research method used is associative research, where variables are measured by a Likert scale. The test method is done by a list of questions (questionnaire) and observation (observation). The population of this research is all consumers of Medan Baru Subdistrict, Merdeka Village, which can be 100 people. Withdrawal of samples using the Slovin method or what is known as the Slovin formula. In this study, the sample size was 50 people. Data processing or analysis using SPSS software version 21, with descriptive analysis and testing multiple regression analysis. The results showed that : (1) Partially the variable of customer satisfaction service quality in Medan Baru District. (2) Partially the product quality variable affects customer satisfaction in Medan Baru District. (3) Partially the price variable affects customer satisfaction in Medan Baru District. (4) Partially the promotion variable affects customer satisfaction in Medan Baru District. (5) Simultaneously there is a positive and significant influence between the variables of service quality, product quality, price, promotion affecting customer satisfaction in Medan Baru District.

Service Quality and Satisfaction in the Context of Varying Levels of Restaurant Image and Customer Orientation during the COVID-19 Pandemic

Extant hospitality literature has tended to view the dimensions of service quality as primarily complementary or differential in nature. However, studies of the similarities and differences between the two types of service quality have been limited. This study investigates how restaurant image and customer orientation affect the relative importance of both process and outcome service quality in customer satisfaction, focusing on restaurants during the COVID-19 pandemic. Using a moderated moderation process and macro-based approach (M = 3), our findings show that process service quality impacts restaurant satisfaction; however, they also reveal that outcome service quality has a stronger main effect on restaurant satisfaction than process service quality. In particular, the findings show that the negative impact of the relationship between process (or outcome) service quality and restaurant image on restaurant satisfaction is insignificant when customer orientation is low. On the other hand, the same relationship has an even stronger positive effect on restaurant satisfaction when customer orientation is high. These findings have implications for restaurants’ efforts to develop and improve service quality, and bolster customer orientation, helping them identify more effective strategic approaches during and after the COVID-19 pandemic.

EFFECT OF PRODUCT QUALITY, SERVICE QUALITY AND PROMOTION ON CUSTOMER SATISFACTION AND SAVING DECISIONS IN PT. BANK RIAU KEPRI

Changes in the banking industry are increasingly fast making banks have to respond to everything that happens, the main problem facing banks today is retaining customers and being closer to customers and making customers loyal so that the bank can develop. The research was conducted at PT Bank Riau Kepri Main Branch. The aim is to determine the direct effect of product quality, service quality and promotion on customer satisfaction and the decision to save back at PT. Bank Riau Kepri.
 This study took a sample of 400 customers. The variables used are product quality, service quality, promotion, customer satisfaction and the decision to save again. This study used quantitative methods and the data were analyzed using Structural Equation Modeling analysis.
 The results showed that product quality had a significant effect on customer satisfaction, service quality had a significant effect on customer satisfaction, promotion had a significant effect on customer satisfaction, product quality had a significant effect on the decision to save again through customer satisfaction Service quality had a significant effect on decisions to save again through customer satisfaction. has a significant effect on the decision to save back through customer satisfaction and customer satisfaction has a significant effect on the decision to save back at PT. Bank Riau Kepri Main Branch. The higher the level of customer satisfaction, the decision to save back at Bank Riau will increase

Pengaruh Harapan Pelanggan Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada PDAM Kabupaten Buleleng

This research aimed to examine the customer effect expectations and service quality of customer satisfaction at PDAM Buleleng Regency both partial and simultan. The research design used a quantitative causal. PDAM Buleleng Regency customers as subject and the customer expectation, service quality, customer satisfaction as object,. The sample amounted 80 people. The data from questionnaire and then analyzed used multiple linear regression analysis. The results showed: (1) there are significant effect between customer expectations to customer satisfaction, (2) between service expectations to customer satisfaction had a positive and significant effect, (3) between service quality to customer satisfaction had a significant effect.

생활체육 볼링동호인들의 볼링장 이용에 따른 서비스품질이 고객만족 및 재구매 의도에 미치는 영향

This study excludes the data of 31 people who judged the reliability of low-risk targets for 400 people in S and H cities in 2020 in order to examine the effect of service quality of bowling alleys on the daily sports bowling clubs on customer satisfaction and repurchase intention. The results of frequency analysis, t-test and ANOVA analysis, correlation analysis, and multiple regression analysis to identify the characteristics of the study subjects using SPSS Win 23.0 statistical program as the final analysis target are as follows.<BR> First, there was a difference between men and women in the repurchase intention according to gender, but there was no difference between groups in place, program, employee and customer satisfaction, which are sub-factors of service quality (p<.01). Second, the effect of service quality on customer satisfaction is the place among the sub-factors of service quality for customer satisfaction (β=.152, p<.001), program (β=.103, p<.05), employees (β=.538, p<.001) was found to have a positive (+) effect. Third, the effect of service quality on repurchase intention is the place among the sub-factors of service quality for repurchase intention (β=.187, p<.001), program (β=.208, p<.001), staff (β=.411, p<.001) was found to have a positive (+) effect.

Analysis of Service Quality for Customer Satisfaction and Loyalty in E-Commerce Pertaining to TheFMCG Sector

With the advent of online shopping of FMCG products or consumer packaged goods and is growing scope in the near future, it has become extremely important for e-commerce industry to focus on their services and provide the quality level that meets or extends the customer expectations so that they can gain customer satisfaction and loyalty. Based on the same, this research has been conducted with the help of a well-established service quality instrument, called SERVQUAL, through a questionnaire to explore the customer satisfaction with the e-commerce services as per the different dimensions of service quality and how it would impact the customer loyalty in the long run. This paper attempts to explore the factors that are important to the customers when buying online and the gap between their expectations and perceptions about the services or e-services. The questionnaire collected data from 100 respondents who purchase consumer packaged goods, groceries, etc. from online stores and their perception and expectations about the same.

ANALISA TINGKAT KEPUASAN PELANGGAN TERHADAP PELAYANAN PERUSAHAAN OTOBUS XYZ MENGGUNAKAN METODE NAÏVE BAYES

The inter-city public transport competition between provinces encourages otobus companies to require maximum service quality for customer satisfaction. PO. XYZ is one of the otobus companies that is interested in the people of Central Java and East Java in general to the capital city of Jakarta and surrounding areas, but the level of customer satisfaction for the services provided has not been well predicted. Therefore we need an analysis of the level of satisfaction with the services provided. From these considerations, the authors use the Naïve Bayes method to analyze customer satisfaction with customer satisfaction PO. XYZ. The test uses Rapidminer 9.1, and is implemented into a web-based system to make it easier to determine the level of customer satisfaction. Based on the results of the analysis obtained in the research conducted applying the Naïve Bayes method for prediction of customer satisfaction with services from PO. XYZ It can be concluded that, the Naïve Bayes Method is used by using training data to obtain the probability of each criterion for different classes, then the values ​​of these criteria can be optimized to predict new customer satisfaction, namely by testing the data. From the results of tests that have been done, get a high level of accuracy that is equal to 94.00%. Keywords: Customer Satisfaction, Data Mining, Naïve Bayes, Data Training, Data Testing, Rapidminer.

Importance of Logistics Service Quality in Customer Satisfaction: An Empirical Study

Importance of Logistics Service Quality in Customer Satisfaction: An Empirical Study

ANALYSIS OF SERVICE QUALITY ON BUILDIG LOYALTY BY USING STRUCTURAL EQUATION MODELLING METHOD (CASE STUDY IN MAJAPAHIT RAILWAYS)

Train system is one of the transportation modes with some special characteristics that make it becomes an effective and efficient transportation system to increase the service quality. Although the AC economy class of Majapahit Railway has been officially opened by the government, it has not been able to fulfill the people’s need. It is proved with the decrease of number of passenger, and the increase of critics related to the service quality. This research aims to analyze the principal elements and the effect of service qualities towards the customer’s loyalty. The research was conducted through survey on the Majapahit railway users consisting of 200 respondents. The used sampling technique was non probability sampling with purposive sampling method. It applied Structural Equation Modelling in which the previous test was the classical assumptions. Based on the calculations, it is indicated that the variables of service quality in customer satisfaction and loyalty is significant. The principal elements that influence satisfaction and loyalty are the operational schedule, the rolling stock condition, station’s comfort and security, safety, ticket price, and how the passengers enjoy the travelling. Adjusted R square of 0.8246 shows that 82 percent of consumer’ loyalty can give impact on service quality and customer satisfaction.