Influence Of Service Quality Research Articles

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.

Influence Tax Knowledge, Taxpayer Awareness, Quality Services and Sanctions Taxation to Taxpayer Compliance

This research aims to determine the influence of tax knowledge, taxpayer awareness, service quality and tax sanctions on individual taxpayer compliance. This research was conducted at Madiun State Polytechnic. This type of research is quantitative research. This research uses the Slovin formula to determine the sample size of 85 individual taxpayers at the Madiun State Polytechnic, using a purposive sampling method. The analysis technique used is multiple linear regression. The research results show that tax knowledge and service quality have a positive effect on taxpayer compliance because the higher the level of knowledge and quality of tax services, the easier it is for taxpayers to understand tax regulations and fulfill their tax obligations. Taxpayer awareness does not affect taxpayer compliance because the increase in incidents that frequently occur, especially in the taxation sector, means that taxpayers do not want the taxes they pay to be misused by the tax authorities themselves, so that taxpayer compliance does not increase. Tax sanctions have no effect on mandatory tax compliance because there is still a lack of public awareness of the importance of taxes for smooth development which affects individual taxpayer compliance does not increase.

Studi Komprehensif Destination Image, Service Quality, Dan Visitor Experience Di Jakarta Aquarium Safari: Pengaruhnya Terhadap Visitor Satisfaction Dan Revisit Intention

The aim of this research is to identify the influence of destination image, visitor experience, and service quality on visitor satisfaction and revisit intention at Jakarta Aquarium Safari. All five variables were tested to derive research findings. This research employs a quantitative approach using Structural Equation Modeling (SEM). Primary data was collected through a questionnaire utilizing a Likert scale ranging from strongly agree to strongly disagree. The sample characteristics involve tourists aged 18-30 from the Jabodetabek area who have visited Jakarta Aquarium Safari at least once. Purposive sampling was chosen to obtain a sample resulting in no less than 211 respondents. The results of this study indicate that destination image and service quality significantly have a direct impact on visitor satisfaction, while visitor experience and visitor satisfaction significantly have a direct impact on revisit intention. However, visitor experience does not have a significant influence on visitor satisfaction.

The Influence of Service Quality on Customer Satisfaction and Loyalty in Ethiopian Private Banks

The Influence of Service Quality on Customer Satisfaction and Loyalty in Ethiopian Private Banks

Pengaruh Lokasi, Variasi Produk, Kualitas Pelayanan dan Suasana Toko Terhadap Keputusan Pembelian dimarwah Kiby Pare

In this research, the influence of location, product variety, service quality and shop atmosphere on purchasing decisions at Marwah Kiby Pare can be explained. In this research, quantitative methods and analytical techniques used in this research are used, namely validity test, reliability test, correlation test, multiple linear test, t test (partial test), f test (simultaneous test), and coefficient of determination test. The sampling technique used in this research was incidental sampling and the sample used in this research was 99 respondents. In this research it can be concluded that location, product variety, service quality and store atmosphere have a positive and significant influence on purchasing decisions. And location, product variety, service quality and store atmosphere have a simultaneous and significant influence on purchasing decisions

The Influence of System Quality, Information Quality and Service Quality E-Learning on Employee Performance with Employee Satisfaction Mediation at PT MRT Jakarta

The learning process is carried out online at PT MRT creating new challenges in organizing learning and training. One of the main issues is how to ensure the quality of the e-learning system implemented meets learning standards and objectives, as well as how it affects employee satisfaction and performance. This research aims to examine learning delivery methods that are applied online, identify, and measure the influence of system quality, information quality and service quality from e-learning on employee satisfaction and assess the impact of employee satisfaction on employee performance. The partial-least Square Structural Measurement Model (PLS-SEM) analysis method was used with a quantitative approach involving a sample of 140 employees. The results of research and data processing show that of the 6 hypotheses proposed, there are 2 hypotheses that have no significant effect and are less suitable for implementation. This shows that system quality and service quality have a significant impact on employee satisfaction. This shows that e-learning is reliable and efficient. and ease of access is important to increase employee satisfaction. Employee satisfaction also has a significant impact on employee performance, while information quality on employee satisfaction and service quality on employee performance do not have a significant impact in the context of "e-learning" learning at PT MRT. This research provides a strong analytical framework to understand the relationship between the quality of e-learning and employee satisfaction and employee performance. This shows that companies are not only facing changes in the educational landscape, but also accepting and adopting e-learning as a learning method for needs and development so that companies can improving e-learning performance to maximize employee performance, including focusing on improving the quality of the e-learning system, technological infrastructure and software used, to ensure a smooth and efficient learning experience for employees.

Pengaruh Kualitas Layanan Terhadap Kepuasan Nasabah Pada Produk BSI Tabungan Easy Wadiah

Banks in their development will always face very competitive situations. It is important for banks to be able to achieve competitive advantage, one thing banks can do is to develop service quality. Banks must do several things that can bind customers' hearts to remain loyal to the bank, so the services provided by the bank must be right on target, so that customer satisfaction becomes an important part of maintaining customer loyalty to the bank. This research aims to measure the influence of service quality on customer satisfaction with the BSI Easy Wadiah Savings product, at Bank Syariah Indonesia KCP Magelang Muntilan, Central Java. The method used in this research is a quantitative method, using SPSS software analysis tools. There are two variables used in this research, namely the independent variable Service Quality (X) and the dependent variable Customer Satisfaction (Y). The results obtained from this research are that there is a positive and significant influence between service quality and customer satisfaction. If service quality increases, customer satisfaction will also be higher. This is proven by the results of the t test analysis which shows the calculated t is 19.213 with a significance level of 0.01.

Kualitas Pelayanan Badan Penyelenggara Jaminan Sosial (BPJS) Kesehatan di Puskesmas Sukodono Sidoarjo

This study aims to determine the relationship between health facility measures and reference service measures on the quality of service for patients participating in BPJS Health at the Sukodono Community Health Center, Sidoarjo. This research also aims to describe the quality of BPJS Health services at the puskesmas. The results of previous research show that the quality of BPJS Health services at the Sukodono Community Health Center still needs to be improved, especially in the aspects of waiting time, patient satisfaction and communication with health workers. This research uses survey methods and data to find out how the quality of BPJS Health services at the Sukodono Community Health Center and how health facility actions and referral service actions influence service quality. It is hoped that the results of this research can become a reference for improving the quality of health services provided by the Sukodono Community Health Center, so that people who use BPJS Health services can receive better and more effective services.

ANALYSIS OF THE INFLUENCE OF HUMAN RESOURCE COMPETENCE AND SERVICE QUALITY ON CUSTOMER SATISFACTION OF THE REGIONAL SECRETARIAT OF SURABAYA CITY

The purpose of this study is to determine the influence of human resource competence and service quality on customer satisfaction of the Surabaya City Regional Secretariat. This research is a quantitative descriptive research. Data collection was carried out through the distribution of questionnaires with a research sample of 122 respondents from a population of 176 respondents. The statistical analysis used in this study is Multiple linear regression with the help of Software SPSS. Data testing instruments are carried out by data validity tests, data reliability tests and The classical assumption test consists of a normality test, a multicollinearity test, an autocorrelation test, and a heterokedasticity test. The method used to test the hypothesis is to use the Partial Influence Test (t- Test), the Simultaneous Influence Test (Test F) and the Determination Test (R2). The results of the study show that there is an influence of human resource competence, tangibles, reliability, responsiveness, assurance, and Empathy have a positive and significant effect both partially and simultaneously on customer satisfaction of the Derah Secretariat of the City of Surabaya.

The Influence of Service Quality and System Quality on Branchless Banking Agent Loyalty Mediated by Satisfaction at PT Bank Negara Indonesia (Persero), Tbk in the Work Area of Regional Office 12

This research was conducted to analyze and study the influence of the Brancless Banking business on PT Bank Negara Indonesia (Persero), Tbk. In the Regional Office 12 Work Area which consists of service quality and system quality on satisfaction and its impact on agent loyalty. The research method used is quantitative research with data analysis techniques using SEM PLS. The research results show that partially or directly (direct effect) everything has a positive and significant influence, namely service quality has an influence on loyalty, system quality has an influence on loyalty, satisfaction has an influence on loyalty, service quality has an influence on satisfaction, and system quality has an influence on satisfaction. Indirectly, satisfaction can mediate significantly positively between service quality and loyalty and satisfaction can mediate significantly positively between system quality and loyalty.

The Influence of Sharia Compliance, Service Quality, and Promotion on E-Loyalty of Bank Jago Syariah Customers

According to the Bank Indonesia, the digital sector is poised for substantial growth, fueled by an expanding economic and digital financial ecosystem. A notable increase in digital bank accounts was observed in 2021, with 25% of adults owning one. Projections suggest this will rise to 39%, or approximately 74.8 million, by 2026. This research aims to evaluate how Sharia adherence, service quality, and promotional efforts impact the e-loyalty of Bank Jago Syariah’s customers, thereby aiding Islamic digital banks in navigating the swiftly evolving digital finance landscape. The research selected 150 Bank Jago Syariah customers from Jabodetabek through purposive sampling. SEM PLS was the analytical method employed, yielding an adjusted r-square of 0.574. This indicates that 57.4% of e-loyalty can be attributed to the variables of Sharia compliance, service quality, and promotion, while the remaining 42.6% may be influenced by factors not included in this study. Findings reveal that Sharia compliance had a significant positive effect on e-loyalty, as does service quality, whereas promotion does not. The research suggests that enhancing e-loyalty among Bank Jago Syariah customers can be achieved by consistently adhering to Sharia principles, improving service quality, and refining promotional strategies. Keywords: Bank Jago Syariah, e-loyalty, service quality

Why users continue E-commerce chatbots? Insights from PLS-fsQCA-NCA approach

ABSTRACT The study investigates the drivers of intention to continue using chatbots. Data were collected from 476 users and analyzed using the partial least squares (PLS), fuzzy-set qualitative comparative analysis (fsQCA), and necessary condition analysis (NCA) approaches. Based on PLS results, all technology continuance theory (TCT) relationships were verified except for the influence of confirmation and perceived ease of use on perceived usefulness. Information, service, and system quality influence perceptions. Social avoidance and distress positively moderate the impact of attitude on continuance intention. fsQCA revealed five configurations of variables resulting in high continuance intention, and NCA identified perceived ease of use and system quality as necessary conditions. The study extended the literature by identifying the predictors of continuance intention to use chatbots, enriching TCT, demonstrating the moderating influence of social avoidance and distress, and using the PLS-fsQCA-NCA approach. The findings offer practical implications for businesses, enabling them to retain chatbot users.