Service Quality Variables Research Articles

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 Effect of Service Quality And Agency Skills on The Effectiveness of Sailing Time at Bulk Cargo Carrier

The length of the ship clearance process at an agency company makes a reference for each company in improving the quality of services provided and the skills of its employees. This study aims to determine the effect of service quality and skills on the effectiveness of sailing time for bulk cargo ships loaded with coal at three different agency companies on the island of Kalimantan. The method used is a quantitative approach through primary data processing on IBM SPSS (Statistical Package for the Social Science) 25 which comes from 30 respondents. The results of the research proven through the t test show that service quality and skills partially have a positive and significant influence on effectiveness. Simultaneous testing with an Fcount value of 33.755> 4.20 and a sig value of 0.000 <0.05 proves that service quality and skills together have a significant influence on effectiveness. This is supported by the coefficient of determination test which states that the service quality and skills variables have an influence of 71.4%, on the effectiveness variable, while 28.6% of effectiveness is influenced by variables outside of service quality and skills not examined by the author. The conclusion in this study is that the service quality and skills variables have a positive influence on the effectiveness variable partially and simultaneously.

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 Public Service Quality, Perceived Ease of Use of J-Mbako Application on Community Commitment in Paying Taxes Through Community Satisfaction as an Intervening Variable

This study aims to determine the effect of service quality, perceived ease of use, and satisfaction on the commitment to use the J-Mbako tax payment application. The number of samples in this study was 176 respondents, namely people who use the J-Mbako application. The analysis technique used was the Structural Equation Model (SEM) using the WarpPLS 7.0 application. The results of the data analysis showed (1) the variables of service quality and perceived ease of use directly have a positive effect on satisfaction. (2) the variables of service quality, perceived ease of use, and satisfaction directly have a positive effect on commitment. (3) the variables of service quality and perceived ease of use indirectly have a significant positive effect on ongoing commitment through satisfaction.

The Effect of Trust, Promotion, and Service Quality on the Decision to Use the Ollin Application

This research was conducted at the Bank Nagari Koto Agung Branch Office, Block B, Sitiung 1, Sitiung District, Dharmasraya Regency. The purpose of this research was to determine the effect of Trust, Promotion, and Service Quality on the Decision to Use the Online Application at the Bank Nagari Koto Agung Branch Office. A quantitative research method was used, with data collected through a questionnaire distributed from February to March, resulting in a sample of 173 respondents selected using Accidental Sampling. The data analysis techniques applied in this study included validity tests, reliability tests, descriptive analysis, correlation analysis, multiple linear regression analysis, classical assumption tests, t-tests, F-tests, and determination tests (R²). The results of this study indicate that Trust, Promotion, and Service Quality variables have a positive and significant effect, both partially and simultaneously, on the Decision to Use the Online Application at the Bank Nagari Koto Agung Branch Office. The R² value is 0.739, which implies that 73.9% of the variation in the dependent variable can be explained by the independent variables, while the remaining 26.1% is influenced by other factors not examined in this study.

Pengaruh Fasilitas dan Kualitas Pelayanan terhadap Kepuasan Pengunjung di Konser Musik Blackpink “Born Pink World Tour Jakarta 2023”

The Blackpink "Born Pink World Tour Jakarta 2023" concert, organized by iMe Indonesia as the promoter, faced a flood of criticism from attendees regarding issues such as double tickets, discrepancies in the number of seating facilities, and complaints about staff service that was perceived as unfriendly and slow in resolving problems. This study aims to test the hypothesis regarding the relationship between facilities and service quality at the concert and the level of attendee satisfaction. The research method used is quantitative with a survey design. The survey technique was employed to collect primary data by providing respondents with indicator statements through an online questionnaire. The research sample consisted of one hundred respondents who were Blackpink fans attending the concert. The data obtained were processed using IBM SPSS version 26. Data analysis was performed using descriptive analysis and multiple linear regression. The results of the study indicate that the independent variables of Facilities (X1) and Service Quality (X2) simultaneously affect the dependent variable of Attendee Satisfaction (Y). The practical implication of this study is the importance for promoters to pay attention to the quality of facilities and services to enhance visitor satisfaction at music concerts.

Factors Influencing Public Interest in Using Sharia Microfinance Institution Produsts in Lamongan

Islamic Microfinance Institutions (IMI) have a strategic role with their main function being to collect funds from people with excess funds and channel the funds to people in need effectively and efficiently. The existence of IMI is expected to help people, especially those from the lower middle class, in gaining access to funding. However, the perception and attitude of the community towards bank interests and the profit sharing system show diversity. Some people still choose to accept interest and consider it the same as the profit sharing system, so an analysis of factors that influence the community's interest in using IMI products is needed. The purpose of this study was to determine the effect of knowledge, promotion, service quality, and religiosity on the community's interest in using IMI products in Lamongan. The sample used was 100 samples selected using the purposive sampling method. The data was processed using multiple linear regression analysis techniques. The test results stated that partially and simultaneously, the variables of knowledge, service quality, promotion, and religiosity had a positive effect on the community's interest in using IMI products in Lamongan.

Determinants of Patient Preference for Private Hospitals Over Public Hospitals: An Empirical Study

Introduction: There are several choices when it comes to choosing the type of hospital. In Nepal, the general public is free to seek medical attention from any facility they feel is suitable for them. People have to make vital decisions while choosing a hospital because these decisions relate to health and relieve them from any burden regarding their health. There is a preference for private hospitals over public ones. Despite the relatively cheaper cost of care in public hospitals, such a setup was not preferred by the people; this observation motivated us and created a need to conduct a research study to validate the observation statistically. This study examines reasons why private hospitals are preferred by patients over public ones. Methods: The quantitative description research methodology has been adopted for this study. Developmental research approach is used in conducting this study through quantitative descriptive research. The researcher has followed a deductive research approach to examine the hypotheses we had set up with respect to their significance. Only 117 responses out of the 120 persons of the sample were found to be significant for the research study. A structured questionnaire was designed based on a five-point Likert scale. Random sampling was selected because of the probability sampling methodology used for the research study. Findings: In Tarkeshwor Municipality, the general public does not select a private hospital over a public hospital considering their income. There is no visible relation between the level of hospital services, treatment costs, and hospital selection criteria with income level of respondents. Three dependent variables—service quality, cost, and individual selection motive—have an influence on hospital choice decisions. The vast majority of the respondents appeared to make some kind of valuation about the value for money of the hospitals they visited, irrespective of their income. Since there exists a strong positive correlation between the cost and service mean, they attach higher costs to higher quality of service. Service quality: When asked about service quality, most of the respondents replied that what inclined their preference towards private hospitals and not government-run ones was the short waiting time and up to date medical equipments. Conclusion: Hence, based on this, it can be concluded that the choice of hospitals among the public is determined in view of the cost of treatment and hospital selection motives, such as access to up-to-date medical technology and lesser wait times and so on, rather than by income, which is not related to any of the dependent variables: service quality, treatment costs, and selection motives for hospitals.

The Influence of Mobile Banking Service Quality on Customer Satisfaction

This study aims to determine the effect of BSI Mobile Banking Service Quality on Customer Satisfaction (Case Study of Students of the Faculty of Islamic Economics and Business, UIN SUMATRA UTARA). The research method used is quantitative. The data source for this research is Bank Syariah Indonesia (BSI) mobile banking customers who are Fakultas Ekonomi Dan Bisnis Islam Students at Uin Sumatra Utara, and uses primary data. By using a collection technique through a questionnaire (questionnaire). The data analysis technique used in this study is to test the quality of the data, namely validity and reliability tests, multiple linear regression tests, and t tests. After going through quantitative procedures, this study obtained the reSumatra Utaralts that Mobile Banking Service Quality had an effect on Customer Satisfaction as evidenced by the correlation test which obtained reSumatra Utaralts of 0.000) <0.05. This means that the service quality variable has a positive and significant effect on customer satisfaction variables. Based on the reSumatra Utaralts of this study, the independent variable (Service Quality) of BSI Mobile has a significant effect on the dependent variable (Customer Satisfaction) of Faculty of Islamic Economics and Business Uin Sumatra Utara students.

PENGARUH KUALITAS PELAYANAN, KELENGKAPAN PRODUK DAN LOKASI TERHADAP KEPUTUSAN PEMBELIAN KONSUMEN

Purpose: This research aims to determine and analyze the influence of service quality, product completeness, and location on purchasing decisions. Design/Methodology/Approach: The method used is a quantitative method with data analysis, namely the Determinant Coefficient Test. Findings: The research results show that service quality, product completeness, and location have a positive and significant effect on purchasing decisions. Research Implications: The results of calculating the coefficient of determination show that the variables of service quality, product completeness and location are 39% and the remaining 61% are influenced by other variables outside this research.

Pengaruh Promosi, Harga dan Kepuasan Pelanggan Terhadap Penjualan pada UMKM di Sektor Percetakan Kota Medan

This study aims to examine and analyze how and to what extent advertising, price and customer satisfaction affect the sales of MSMEs in the Medan printing sector. The research method used in this study is a quantitative method with a descriptive approach. The data used is primary data collected from respondents and SMEs. The target of this survey is printing in the city of Medan, and the target survey is data of 50 respondents. This study uses the SPSS 20.0 test device for classical hypothesis testing, multiple regression analysis, and hypothesis testing. Based on the results of the hypothesis test or t-test, it can be shown that: Promotion will partially have a significant positive impact on the sales of MSMEs in the printing sector in the city of Medan. Prices have a significant positive impact on the sales of MSMEs in the Medan printing sector. Customer satisfaction has a significant positive impact on MSME sales in the Medan printing sector. And the results of the F test show that the quality of advertising, price and service have a significant positive effect on the sales of MSMEs in the printing sector in Medan city. Together, the results of this test show that the variables of promotion, price, and service quality contribute 74.4% to the sales variable. Price and service quality have a significant positive effect on the sales of Medan printing MSMEs. Together, the results of this test show that the variables of promotion, price, and service quality contribute 74.4% to the sales variable. Price and service quality have a significant positive effect on the sales of Medan printing MSMEs. Together, the results of this test show that the variables of promotion, price, and service quality contribute 74.4% to the sales variable.

Meningkatkan Kepuasan Pengguna Layanan Publik melalui Fasilitas dengan Kualitas Layanan sebagai Variabel Interverning di Kantor Kecamatan Bandung

Public service user satisfaction is a benchmark for the success of services in a public agency. The purpose of this study was to determine the effect of facilities on public service user satisfaction at the Bandung District Office; to determine the effect of facilities on public service quality at the Bandung District Office; to determine the effect of service quality on public service user satisfaction at the Bandung District Office. Data collection using a questionnaire of 200 respondents. This research uses Structural Equation Modeling (SEM) with AMOS 26.0 software. The results of data processing concluded that there is an influence between facility variables on public service user satisfaction at the Bandung District Office; there is an influence between facility variables on service quality at the Bandung District Office; there is an influence between service quality variables on public service user satisfaction at the Bandung District Office.

KUALITAS PELAYANAN DAN PEMBAYARAN NON TUNAI: DAMPAKNYA TERHADAP OMSET PENJUALAN PADA GEROBAK KREATIF DI KOTA DENPASAR

This research is descriptive and analytical, utilizing a quantitative approach. The sample was selected using purposive sampling, with a total of 30 respondents. Data were collected using a Likert scale questionnaire and processed with SPSS software. The results of the study indicate that: (1) Service quality has a positive and significant effect on the sales turnover of creative cart traders in Denpasar City's MSMEs, as evidenced by a t-value of 9.159 and a significance level of 0.000 < 0.05, suggesting that improving service quality will increase the sales turnover of these traders. (2) The non-cash payment system does not have a significant effect on the sales turnover of creative cart traders in Denpasar City's MSMEs, as shown by a t-value of 1.385 and a significance level of 0.177 > 0.05, indicating no influence of non-cash payments on sales turnover. (3) Service quality and the non-cash payment system collectively have a significant simultaneous effect on the sales turnover of creative cart traders in Denpasar City's MSMEs, with an F-value of 42.037 and a significance level of 0.000. The determination test results show that the variables of service quality and the non-cash payment system affect sales turnover by 73.9%, while the remaining 26.1% is influenced by other variables outside of this study, such as price, product quality, and promotion.

Service Quality Variables and Customer Satisfaction at A Nepalese Commercial Bank

Customer satisfaction is a critical component of banking strategy, which reflects customer sentiment towards an organization's offerings, emphasizing emotional attachment over mere satisfaction. This research investigates customer satisfaction in commercial banks of Kathmandu Valley in Nepal. The study conducted a descriptive cross-sectional study using a quantitative research design, explicitly targeting 380 general customers of commercial banks in Kathmandu Valley through convenience sampling. Participants received a semi-structured questionnaire via email in Google Forms, encompassing inquiries on demographics, banking habits, and customer satisfaction. Data analysis was performed using SPSS version 20, and a p-value below 0.05 was considered statistically significant. The investigation found that the study population appears to be young, as 46.6% of the participants are in the 18–30 age range and predominantly male (56.6%). Most respondents (88.4%) hold accounts with private banks. Among those experiencing ATM service-related problems, 45.5% encountered them most frequently. Despite this, overall customer satisfaction remains high. Customers are notably content with the bank's reliability, including timely service and accurate record-keeping. Conversely, dissatisfaction mainly stems from communication issues, particularly regarding timely interest rates and service updates. Customer satisfaction is significantly influenced by service quality factors such as reliability, responsiveness, empathy, assurance, and communication. These findings highlight the necessity of addressing service challenges to enhance customer satisfaction and service quality within Nepal's banking sector.

Analisis Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Sule Tailor Karawang

This study aims to evaluate the impact of Product Quality and Service Quality on Customer Satisfaction at Sule Tailor. The evaluation of customer and production data over the last three months indicates a decline, triggering the need for more intensive investigation into the elements contributing to customer satisfaction. In this context, a more comprehensive understanding of marketing management, Product Quality, and Service Quality becomes the focus. This study adopts a descriptive verificative quantitative approach to verify the hypothesis concerning the impact of Product and Service Quality on Customer Satisfaction. The findings of this research show that both product and service quality and consumer satisfaction levels recorded Cronbach’s Alpha values exceeding industry standards, indicating that the measurement tool used has a high level of reliability. Initially, the data distribution was not normal; however, after adjusting for extreme values, the distribution became normal. There was no evidence of excessive correlation between the Product Quality and Service Quality variables. The multiple linear regression analysis results indicate that both Product and Service Quality significantly affect Customer Satisfaction. Based on the coefficient of determination, it can be explained that about 37.5% of the variation in Customer Satisfaction is caused by the Product Quality and Service variables. It was confirmed through testing using the F-test and T-test that there is a significant relationship between Product Quality and Service Quality.

Pengaruh Harga, Kualitas Produk, dan Kualitas Pelayanan terhadap Kepuasan Konsumen Mie Setan Prigen Pasuruan

This research aims to determine the influence of price, product quality and service quality on customer satisfaction at the Mie Satan Prigen Pasuruan Restaurant. The research method used is quantitative and the research sample uses a purposive sampling method. This research used a sample size of 100 respondents with customers who had tried and eaten at the Mie Satan Prigen Pasuruan restaurant more than 2 (two) times. The research results show that simultaneously there is a positive and significant influence between the price, product quality and service quality variables on customer satisfaction, but partially only the product quality variable has no effect on customer satisfaction at the Mie Satan Prigen Pasuruan Restaurant.

Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Mie Gacoan Galuh Mas Karawang

Nowadays, many culinary businesses have emerged with various characteristics and uniqueness, accompanied by the number of restaurants that continue to appear, which can be a threat as competition becomes increasingly fierce. This research was carried out with the aim of evaluating the impact of product and service quality on customer satisfaction at Mie Gacoan Galuh Mas Karawang. The research approach used was quantitative with Purposive Sampling, involving 96 respondents who were customers of the restaurant, selected using the Lemeshow formula. Hypothesis testing and multiple linear regression analysis to interpret data. From the research results, it is proven that product quality (X1) and service quality (X2) have a significant impact on customer satisfaction at Mie Gacoan Galuh Mas Karawang. In addition, simultaneously, (X1) and (X2) are also very significant for increasing customer satisfaction (Y). Data analysis shows that the Adjusted R Square value reached 0.763, indicating that 76.3% of the variation in customer satisfaction at Mie Gacoan Galuh Mas Karawang can be explained by the variables of product quality and service quality provided.

Analisis Pengaruh Kualitas Pelayanan dan Kualitas Produk Terhadap Kepuasan Konsumen Produk Velg HSR di Alpha Racing Toko Velg Ban dan Sporing Mobil Kab. Karawang

The aim of this research is to find out how consumer satisfaction is influenced by product quality and service quality of HSR wheel products at the Alpha Racing Tire and Car Spring Wheel Shop, Karawang Regency. Data was collected through a survey using a questionnaire to consumers who had used HSR wheel products at the shop. Linear regression analysis is used to test the relationship between the independent variables (service quality and product quality) and the dependent variable (consumer satisfaction). Consumer satisfaction with HSR wheel items is significantly influenced by the quality of the product and the quality of the service provided, according to research findings. The research results show that the coefficient of determination (R Square) test results are zero point five two four, which shows that around fifty-two point four percent of the variability in consumer satisfaction can be explained by service quality and product quality. These findings highlight the importance of high quality services and products in meeting consumer expectations and satisfaction in the auto wheel industry. There is also a discussion of management consequences and recommendations for further research.

PENGARUH KUALIATAS PELAYANAN ISLAMI DAN KEPUASAN TERHADAP LOYALITAS MENABUNG NASABAH DI BMT UGT NUSANTARA CABANG PEMBANTU TEMUGURUH KABUPATEN BANYUWANGI

This research aims to analyze the influence of: 1) Islamic Service Quality (X1) has a positive and significant effect on Customer Savings Loyalty (Y). 2) To analyze Satisfaction (X2) which has a positive and significant effect on Customer Savings Loyalty (Y). 3) To analyze the Quality of Islamic Service (X1) and Satisfaction (X2) which have a positive and significant effect simultaneously or together on Customer Savings Loyalty (Y) at BMT UGT Nusantara Temuguruh Sub-Branch, Banyuwangi Regency. The results of multiple linear regression analysis show that: 1) Islamic Service Quality (X1) has a positive and significant effect on Customer Savings Loyalty (Y). 2) Satisfaction (X2) has no positive and significant effect on Customer Savings Loyalty (Y). 3) There is a simultaneous positive and significant influence between the Islamic Service Quality (X1) and Satisfaction (X2) variables on the Customer Savings Loyalty variable (Y).

THE INFLUENCE OF PROMOTION, PRICE PERCEPTION, LOCATION AND SERVICE QUALITY ON CUSTOMER SATISFACTION AT SADIMO BARBERSHOP JEMBER

The service industry is currently a very large and rapidly growing creative economy sector business and is very much needed in consumer activitiesBarbershop is one of the businesses that is currently growing. One of the 17 subsectors that make up Indonesia's creative economy is barbershop. The Ministry of Tourism and Creative Economy (Kemenparekraf) states that the sector that makes the largest contribution to GDP is the creative economy. This study was conducted to determine the effect of promotional quality, perceived price, location and service quality on customer satisfaction at Sadimo Barbershop Jember. Multiple linear regression analysis was used in this study. The population used is from all walks of life, with the criteria for respondents being consumers who have used the services of Sadimo Barbershop Jember at least twice. Purposive sampling technique was applied using a sample of 95 people. Partial test results (t test) showed a significant effect of promotion variables on customer satisfaction, a significant effect of price perception variables on customer satisfaction, a significant effect of location variables on customer satisfaction, and no significant effect of service quality variables on customer satisfaction.