Influence Of Service Quality Research Articles

Pengaruh Kualitas Produk dan Kualitas Pelayanan terhadap Kepuasan Pelanggan dengan Loyalitas Sebagai Moderasi

In attracting consumers, business owners try their best to provide everything they can to meet customer satisfaction. Consumer satisfaction is a very important factor to ensure the survival of a company. The goal of a company is to create and retain consumers. In order for a company to develop and get satisfaction from consumers, a company must be able to provide more value to the quality provided to consumers. This research aims to determine the effect of product quality and service quality on customer satisfaction with loyalty as moderation. The current analysis uses a quantitative approach. The population of this research is consumers or customers who have shopped. Samples were taken from this population, and the sample selection for this study was determined by random sampling, resulting in a sample of 150 respondents. The results of this research have found that product quality and service quality influence customer satisfaction. Loyalty as a moderating variable is able to moderate the influence of product quality on customer satisfaction.

Antecedents of Traditional Food Lovers' Satisfaction at Food Courts in the East Jakarta Region

The level of competition in the culinary sector continues to increase, both from national food businesses and the invasion of culinary company branches from abroad entering Indonesia. Customer satisfaction is the main key in winning the competition. The aim of this research is to examine the influence of food court aesthetics, customer emotions, and service quality on customer satisfaction at food courts in the East Jakarta area. This research succeeded in collecting data through a customer survey of 170 food court customers in Jakarta Timur Indonesia. The sampling method used in this research was convenience sampling. We use multiple regression analysis where customer satisfaction is the dependent variable and food court aesthetic factors, customer emotions, and the quality of service provided by the food court are exogenous variables. The collected data is then processed using the Smart PLS data processing tool. Partial Least Square measures two submodels, namely the outer measurement submodel or outer measurement model and the structural model or inner model or inner measurement submodel. The results of this research found that food court aesthetics, customer emotions, and service quality have a statistically significant effect on customer satisfaction. The implications and limitations of this research are also discussed in this article.

Enhancing Muslim Consumer Purchasing Decisions: The Impact of Product Quality, Price, Service Excellence, and Halal Certification

This research aims to determine the influence of Product Quality, Price, Service Quality, and Halal Certification on Muslim Consumer Purchasing Decisions at "Holland Bakery" in DKI Jakarta. The sample consists of 112 respondents who have purchased "Holland Bakery" products, selected through purposive sampling. Findings indicate that product quality and price positively and significantly affect purchasing decisions. However, service quality and Halal certification do not significantly impact purchasing decisions. From a managerial perspective, this research provides key insights for targeting the Muslim consumer market. It emphasizes that while product quality and competitive pricing are crucial, the presence of halal certification and superior service quality may not significantly sway purchasing decisions. Managers should focus on maintaining high product quality and competitive prices to meet the expectations of Muslim consumers, who prioritize these factors when making purchasing decisions.

Pengaruh Kualitas Produk, Persepsi Harga dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Es Coklat Ngetop di Surakarta

This research aims to determine the influence of Product Quality, Price Perception, and Service Quality on Customer Satisfaction of Popular Chocolate Ice in Surakarta. The population in this research are Ngetop Ice Chocolate consumers who are in Surabaya and have purchased the product more than once. This research also aims to analyze the influence of product quality, price perception, and service quality on customer satisfaction for Es Coklat Ngetop in Surakarta. Product quality is measured based on the taste, appearance and consistency of the chocolate ice served. Price perception is understood as a customer's view of the value of a product compared to the price they pay. Service quality is assessed from the responsiveness, competence and reliability of the service provided by the seller. The type of data used in this research is quantitative data. The sampling technique in this research used accidental with a sample of 100 respondents. The data collection technique uses a questionnaire method and data analysis in this research uses the t test and f test methods. In this research, the results show that product quality, price perception and service quality partially have a positive and significant effect on customer satisfaction. Simultaneously, these three independent variables have a positive and significant effect on customer satisfaction Based on the results of the SPSS version 29 F test, all independent variables simultaneously influence customer satisfaction. based on the results of the t test, it shows that the product quality variable has a positive and significant effect on customer satisfaction, the price perception variable has a positive and significant effect on customer satisfaction, and the service quality variable has a positive and significant effect on customer satisfaction

Building Customer Satisfaction and Loyalty By Increasing Service Innovation and Service Quality On Iot Control Center Customers

Research Aims: This study aims to examine the influence of service innovation and service quality on customer satisfaction at Telkomsel IOT Control Center and its impact on customer loyalty. Design/methodology/approach: This study is a quantitative research conducted using a sample of 200 accounts from the IOT control center. Data collection was carried out through questionnaire distribution. Data analysis was performed using the Structural Equation Modeling (SEM) technique, specifically Partial Least Squares (PLS). Research Findings: Findings of this research is that customer loyalty of Telkomsel IOT control center can be built through increasing customer satisfaction, which is formed by good service innovation and satisfying service quality. Therefore, in efforts to enhance customer loyalty, Telkomsel should create many service innovations and focus on service quality that can satisfy customers. Theoretical Contribution/Originality: In the effort to build customer loyalty, the development of service innovation and improvement of service quality need to be focused on customer satisfaction Keywords: customer loyalty, customer satisfaction, service innovation, service quality, IOT control center

The influence of service quality and marketing ethics on relationship marketing outcome in private hospitals

ABSTRACT This paper investigates the impacts of service quality and marketing ethics dimensions on patient satisfaction, ultimately affecting patient loyalty and word-of-mouth in private hospitals in Jordan. The study, based on a survey of 320 participants using Google Forms and social media, employs Amos software for data analysis. The findings reveal that the majority of service quality dimensions, including technical quality, interpersonal quality, and administrative quality, as well as all marketing ethics variables such as trust, privacy, and honesty, significantly influence patient satisfaction, subsequently contributing to both patient loyalty and word-of-mouth. However, an insignificant relationship was found between environmental quality and patient satisfaction. Notably, patient satisfaction acts as a mediator in these relationships. The research contributes to customer relationship marketing theory in healthcare by operationalizing CRM variables and examining the interplay between service quality, marketing ethics, and patient satisfaction in private hospitals, thus filling a gap in the existing literature.

Pengaruh Kualitas Pelayanan dan Semangat Kerja Terhadap Kepuasan Masyarakat dengan Kecerdasan Sosial Sebagai Variabel Intervening pada Kantor Camat Tilatang Kamang

The purpose of this research is to determine the influence of service quality and work enthusiasm on community satisfaction with social intelligence as an intervening variable at the Tilatang Kamang sub-district office. The method used is an analytical or reception survey with data analysis techniques of outer model testing, inner model testing and hypothesis testing. The sample was 100 residents of Tilatang Kamang District. The results obtained show that there is a positive and significant influence of service quality on social intelligence at the Tilatang Kamang District Head Office. There is a positive and significant influence of work enthusiasm on social intelligence at the Tilatang Kamang Subdistrict Office. There is a positive and significant influence of service quality on community satisfaction at the Tilatang Kamang District Head Office. There is a positive and significant influence of work morale on community satisfaction at the Tilatang Kamang District Head Office. There is a positive and significant influence of social intelligence on community satisfaction at the Tilatang Kamang District Head Office. Social intelligence is able to mediate the influence of service quality on community satisfaction at the Tilatang Kamang District Head Office. Social intelligence is able to mediate the influence of work morale on community satisfaction at the Tilatang Kamang District Head Office

The Influence of Service Quality, School Image, and Student Achievement on Student Loyalty by Student Satisfaction as Variable Moderating at an Islamic Junior High School Karawang

This research has the objectives to explore the influence of service quality, school reputation, and student achievement on student loyalty at an Islamic Junior High School in Karawang, by student satisfaction serving as a moderating factor. The research utilized a sample of 111 participants, specifically students from Islamic Junior High School in Karawang. The purposive sampling method was utilized for participant selection. The research adopts a field research approach by a quantitative emphasis. The primary data was gathered using questionnaires completed by the participants. The research has the objectives to assess how service quality, school reputation, and academic achievement influence student loyalty at an Islamic Junior High School in Karawang, considering student satisfaction as a moderating factor. A cohort of 111 students from an Islamic Junior High School in Karawang were chosen as participants using purposive sampling methods. The analysis methods utilized in this research are multiple linear regression, Moderating Regression Analysis (MRA), determination coefficient (Adjusted R2) and F test. The outcomes revealed that the adjusted coefficient of determination (R2) in the regression model was 0.573, signifying that the variability in service quality factors, school reputation, and academic performance can account for 57.3% of the variance in student loyalty factors. Furthermore, the adjusted R2 score in the regression model increased to 0.646, or 64.6%, following the introduction of the moderating variable. According to the outcomes of the F-test, the F-table score stands at 2.47 by a significance level of 5% (0.05). The calculated F-score of 50.113 surpasses the threshold of 2.47 at a significance level of 0.05, showing that the combined effects of service quality, school image, and academic performance have a considerable influence on student loyalty by the moderation model, the F-test outcome of 29.669 exceeds the critical score of 2.11 at a significance level of 0.05, suggesting that service quality, school image, and student achievement, when moderated by student satisfaction, significantly effect student loyalty. Keywords: Service Quality, School Image, Student Achievement, Student Loyalty, Student Satisfaction.

The Influence of Brand Hate and Service Quality on Non-Repurchase Intention (Case Study on XYZ Company)

The Influence of Brand Hate and Service Quality on Non-Repurchase Intention (Case Study on XYZ Company)

Effect of baseball stadium food service quality on outcome variables with emphasis on the moderating role of stadium atmosphere

PurposeWhile existing research has predominantly focused on the positive relationships between service quality and outcome variables, there has been limited investigation into the influence of food service quality on these variables or the moderating role of stadium atmosphere in the realm of sports marketing. This study aims to fill these gaps by examining the structural relationships between baseball stadium food quality, timeliness, satisfaction, and behavioral intention with an emphasis on the moderating effect of stadium atmosphere.Design/methodology/approachThe data were collected from spectators attending baseball games. This study established the validity of the measurement scale through confirmatory factor analysis, factor loadings, average variance extracted, and construct reliability using Cronbach’s alpha. In addition, this study employed structural equation modeling with maximum likelihood estimation to examine positive relationships and mediating effects and used Jamovi statistical software to conduct moderation analysis.FindingsThe findings demonstrate the significant impacts of food quality on satisfaction and behavioral intention, the positive effects of timeliness on satisfaction and behavioral intention, and the notable influence of satisfaction on behavioral intention. Additionally, this study found that satisfaction partially mediates the aforementioned relationships and that stadium atmosphere moderates these pathways.Originality/valueThis study contributes to the literature by addressing the impact of food service quality on outcome variables within sports marketing, an area that has received limited attention. Specifically, it examines how food quality and timeliness influence consumer satisfaction and behavioral intention. Furthermore, the study highlights the moderating role of stadium atmosphere, demonstrating its potential to enhance the relationship between food quality and consumer outcomes. These findings expand our understanding of consumer behavior in sports settings, offering practical strategies for team officials to enhance fan experiences. By diversifying menu options, optimizing concession operations, and collaborating with local vendors, team officials can significantly improve food service quality and create a more engaging stadium atmosphere.

ANALYSIS OF INCREASING CUSTOMER SATISFACTION WITH LEO'S BAKSO IN MASTRIP, JEMBER DISTRICT WITH THE VARIABLES OF SERVICE QUALITY, PRODUCT QUALITY AND LOCATION

This study aims to find out and analyse the influence of Service Quality, Product Quality and Location on customer satisfaction of Leo meatballs in Jember City. The data used in this study is in the form of primary data obtained through the distribution of questionnaires, interviews and observations and the use of secondary data through documentation. The population in this study is Leo Mastrip meatball consumers, while the sample size of 102 respondents using accidental sampling to Leo meatball consumers who are purchasing products. xFor dataxanalysis, the authors used multiple linear regression analysis. Based on the results of hypothesis testing, it can be stated that ServicexQuality has a significant effect on Leo Mastrip Meatball Customer Satisfaction, Product Quality has a significant effect on Leo Mastrip Meatball Customer Satisfaction, and Location has a significant effect on Leo Mastrip Meatball Customer Satisfaction, as well as simultaneously Service Quality, xProduct Quality, andxLocation havexa simultaneous impact on Customer Satisfaction.

The Influence of Brand Image and Service Quality on Customer Loyalty with Customer Satisfaction as a Mediation Variable

In the modern era, marketing has undergone significant developments. Maintaining a business in a competitive environment poses challenges for business owners. Intense competition often leads many to give up. However, by employing various strategies to foster consumer loyalty, businesses can thrive amidst fierce competition. This study aims to examine the influence of brand image and service quality on customer loyalty, with customer satisfaction as a mediating variable. Utilizing a quantitative research method with a descriptive approach, the study surveyed 150 consumers of Scarlett Whitening in Malang City using questionnaires distributed via Google Forms. Data were analyzed using SmartPLS software version 4.0. The findings indicate that brand image and customer satisfaction significantly impact customer loyalty of Scarlett Whitening consumers in Malang City. Conversely, service quality does not have a significant effect on customer loyalty. Customer satisfaction mediates the relationship between service quality and customer loyalty, but it does not mediate the relationship between brand image and customer loyalty.

Pengaruh Kompetensi, Tarif Pelabuhan dan Kualitas Pelayanan Terhadap Loyalitas Melalui Kepuasan Pelanggan sebagai Variabel Intervening pada PT. Covanova Trans Services Batam

This research was conducted at PT. Coranova Trans Service Batam aims to 1) find out how competency, port rates and service quality influence customer satisfaction; 2) find out how port tariff competency and service quality influence loyalty through customer satisfaction; 3) find out how competence indirectly influences loyalty through customer satisfaction; 4) find out how port tariffs indirectly influence loyalty through customer satisfaction; 5) find out how service quality indirectly influences loyalty through customer satisfaction. The research method used is quantitative with descriptive research using a questionnaire instrument in the form of a Likert scale. The results of this research found that partially competency, port rates, and service quality have a significant and positive influence on customer satisfaction. Partially, competency, port rates and service quality have a significant and positive influence on customer loyalty. Competence, port rates and service quality have a significant and positive influence on customer loyalty through customer satisfaction at PT. Covanova Trans Services Batam

Pengaruh Kualitas Produk, Kualitas Layanan Dan Citra Merek Terhadap Kepuasan Konsumen Pada CV.Arsana Sentosa

This research aims to analyze the influence of product quality, service quality and brand image on consumer satisfaction at CV. Arsana Sentosa, manufacturer of ASTA brand fire extinguishers in Karawang. Using descriptive quantitative methods and multiple linear regression analysis, this research found that of the three independent variables tested, only brand image had a significant influence on consumer satisfaction. Product quality and service quality, although having a positive relationship, do not show a statistically significant effect. These results indicate that a strong brand image plays a more important role in increasing consumer satisfaction than product and service quality. Therefore, CV. Arsana Sentosa is advised to focus on strategies to improve its brand image through effective marketing campaigns, product innovation and improving service quality. With this approach, companies can increase consumer satisfaction and maintain a competitive position in the market.

Pengaruh Kualitas Pelayanan dan Citra Kampus Terhadap Word of Mouth dengan Kepuasan Mahasiswa sebagai Variabel Intervening (Studi pada Mahasiswa di Fakultas Teknologi dan Informasi pada Institut Bisnis dan Teknologi Indonesia (INSTIKI) Denpasar, Bali)

Competition in educational institutions is currently increasingly fierce, so student satisfaction and Word of mouth to attract prospective new students are of particular concern in order to achieve the development and existence of the institution. The aim of this research is to determine the direct and indirect influence of service quality and campus image on Word of mouth through student satisfaction as an intervening variable.The research was conducted on students of the Indonesian Institute of Business and Technology (INSTIKI) Denpasar, Bali. The sample was selected using a purposive sampling technique. The research instrument was a questionnaire distributed to 85 respondents from the class of 2021 (72 students from the IT Faculty and 13 students from the SK Faculty). The collected quantitative data was analyzed using SEM-PLS analysis using SmartPLS-4.0.9.8 software. The research results show that service quality and campus image have a direct and indirect positive and significant effect on Word of mouth through student satisfaction as an intervening variable. Meanwhile, student satisfaction acts as partial mediation.

The Influence of Service Quality on Consumer Satisfaction of Natural Preprocessed Products

The aim of this research is to find out whether the dimensions of tangible, reliability, responsiveness, assurance, and empathy have an effect on consumer satisfaction, with a specific focus on tofu as a green product. This type of research is a quantitative research approach. Data collection in this research used questionnaire, interview, observation, and documentation methods. Based on the results of the demonstration experiment, it is said that service quality influences consumer satisfaction. The analysis carried out by the author above shows that rcount > rtable. A significant figure of 5% (0.278) indicates that the reliability test results show that each element of the statement/indicator variable for service quality and customer satisfaction is correlated with the overall score and the data collected is valid, meaning it has been declared ready for analysis. The reliability coefficient value is 0.804 which indicates that Cronbach alpha (a) is higher than 0.6. This shows that the survey is trustworthy and reliable. Based on the author's findings regarding service quality and customer satisfaction at the Barokah Tofu Factory, it can be concluded that service quality has a positive and significant effect on customer satisfaction at the Barokah Tofu Factory in Mancilan Village, Mojoagung District, Jombang Regency. This can be seen from the results of the t-test where tcount > ttable (182.03 > 167.722).

The Service Quality on Customer Loyalty: The Role of Customer Satisfaction of Landline Delivery Services

This study aims to determine the influence of service quality on customer loyalty through customer satisfaction of land delivery services in JNE Kediri customers. This study uses a quantitative method, which is a method that describes in detail about something that is the object of research. The population in this study is all consumers who deliver goods or services at JNE Kediri. Meanwhile, the sample in this study is also 150 people/respondents. The data collection method uses questionnaire or questionnaire methods, observation, documentation, and literature studies. Data analysis methods with descriptive analysis and quantitative analysis, t-test (partial test), and path analysis. From the results of this study, it can be concluded that: (1) Service quality has a positive effect on customer loyalty. This is evidenced by the calculated t-value of 7.040 with a significance level of 0.000<0.05; and a regression coefficient of 0.409. (2) Service quality has a positive effect on customer satisfaction. This is evidenced by the t-calculated value of 5.001 with a significance level of 0.000<0.05; and a regression coefficient of 0.479. (3) Customer satisfaction has a positive effect on customer loyalty. This is evidenced by the calculated t-value of 5.873 with a significance level of 0.000<0.05; and a regression coefficient of 0.282. (4) Service quality has no effect on customer loyalty mediated by customer satisfaction at JNE Kediri. This is evidenced by the mediation coefficient of 0.0887 which is smaller than the direct influence value of 0.409

Pengaruh Kualitas Pelayanan, Citra Merek dan Kualitas Produk Terhadap Loyalitas Konsumen Melalui Kepuasan Konsumen

Brand image is one that triggers consumer loyalty to a product. This research investigates the influence of service quality, brand image and product quality on consumer satisfaction. Also investigate whether consumer satisfaction is a good mediator. This study conducted a survey of Selis electric motorbike users in Manokwari City. Using a purposive sampling method with the sample criteria being Selis electric motorbike owners, 152 respondents were obtained. The data was then analyzed using Structural Equation Modeling. The findings show that service quality and brand image make a positive contribution to consumer satisfaction. While product quality does not. Research also proves that consumer satisfaction mediates the relationship between service quality, brand image and product quality on tourist consumer loyalty. This study contributes to understanding marketing management by using the framework of consumer satisfaction and consumer loyalty in electric motorbike companies, which can also be applied to other general companies

Influence of Product Quality and Service Quality on Consumer Satisfaction at a Restaurant in Jakarta

Influence of Product Quality and Service Quality on Consumer Satisfaction at a Restaurant in Jakarta

Pengaruh Persepsi Harga, Cita Rasa Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Rumah Makan Kuningan Hegarmukti

The culinary industry has become a global issue for business operators, offering promising opportunities, especially in today's rapidly developing world. Food has evolved into a culinary industry that not only provides taste but also fulfills socializing needs and aspirations. The tent industry is rapidly growing in Cikarang City. One small business in the food industry located in Central Cikarang, known as Warung Makan Kuningan, exemplifies this trend. The proliferation of food vendors in this city indicates intense competition. With consumers having more alternatives, their evaluations of products against their expectations or satisfaction levels increase competition. This study aims to determine whether there is an influence of price perception, taste, and service quality on customer satisfaction, using a quantitative research approach with an associative design. The sampling method employed in this research is nonprobability sampling with incidental sampling, involving 100 respondents. The analysis method utilizes partial least squares (PLS) with SmartPLS 3.2.9 software. The study findings reveal that price perception, taste, and service quality significantly and positively impact customer satisfaction.