The impact of Service Quality on Customer Satisfaction and Loyalty (original) (raw)
Related papers
Quality of Service, Satisfaction and The Effect towards Customer Loyalty
JURNAL MANAJEMEN BISNIS, 2020
The purpose of the research is to analyze and identify the effect of the service quality and satisfaction variables toward customer loyalty. the data collection method used in this researchi uses the survey method with questionnaires. This research population is the customers of Indosat Unlimited in Depok. From the results of the analysis, it shows that the service quality significantly influences the customer loyalty, proven by the t significant value of 0.000 smaller that α 0.05 with the coefficient of 2.537. Quality of service has a significant effect on the customer loyalty ishown by the t significant value 0.000 less than 0.05. service quality and satisfaction significantly influence the customer loyalty shown by F value of 0.000 smaller than 0.05 and are able contribute to the customer loyalty variables of 0.504 or 51.7%. the remaining 48.3% is influenced by other variables that are not analized in this research.
Study On Service Quality On Customer Satisfaction And Loyalty
Jurnal Manajemen
This study investigates the impact of service quality on the satisfaction and loyalty of RSUD Andi Djemma Masamba inpatients. Quantitative causal studies are included in this type of research. The population of this study consisted of 14,501 inpatients at the Andi Djemma Masamba Hospital. However, only 150 samples were used because this quantity met the minimum number of samples required for SEM model testing. Primary data sources were used for this study. The collected data will be subjected to a series of tests, including descriptive analysis, a data quality test consisting of (validity and reliability tests), a classical assumption test consisting of a normality test and an outlier’s test, and a SEM analysis conducted with the AMOS program to test the hypothesis. According to the findings of this study, the quality of service has a direct and significant impact on the satisfaction of inpatients at the Andi Djemma Masamba Hospital. At the Andi Djemma Masamba Hospital, service qual...
The Effect of Service Quality and Product Quality on Customer Loyalty through Customer Satisfaction
https://www.ijrrjournal.com/IJRR\_Vol.7\_Issue.8\_Aug2020/Abstract\_IJRR0026.html, 2020
Customer loyalty is an important aspect of business that needs special attention so that business continuity is maintained. This study aims to analyze the effect of service quality and product quality on customer loyalty through scaffolding tenant customer satisfaction at PT. Dutaraya Sejati Medan. This research used quantitative method and type of research is descriptive quantitative. The object of this research is the customers of PT. Dutaraya Sejati Medan. Populations were consumers of PT. Dutaraya Sejati Medan totalling 106 consumers, using incidental sampling techniques. Service quality measurement uses a service quality questionnaire, product quality measurement uses a product quality questionnaire, customer satisfaction measurement uses a customer satisfaction questionnaire, and customer loyalty measurement uses a customer loyalty questionnaire. This study uses path analysis to analyze quantitative data. This study revealed that service quality had a significant effect on customer satisfaction, product quality had a significant effect on customer satisfaction, service quality had a significant effect on customer loyalty, product quality had a significant effect on customer loyalty, customer satisfaction had a significant effect on customer loyalty, service quality had a significant effect on customer loyalty through customer satisfaction, and product quality had a significant effect on customer loyalty through customer satisfaction.
International Journal of Scientific Research in Science and Technology, 2022
This study aims to analyze the influence of service quality factors, service quality on customer loyalty with customer satisfaction as an intervening variable. The study used primary data obtained directly from data sources collected specifically and directly related to the problem under study as many as 160 respondents The scale used using the Likert scale. In this research, the data analysis method used is Structural Equation Modeling (SEM). The data analysis method used is quantitative, namely validity test, reliability test, R square test, F square test, Q square test, Fit Model Test, VIF inner model, correlation analysis between dimensions, and hypothesis testing. The results show that Service Quality mediates to Customer Loyalty, Service Quality mediates to Customer Loyalty, Service Quality mediates to Customer Satisfaction, Service Quality mediates to Customer Satisfaction, and Customer Satisfaction mediates to Customer Loyalty. Service quality is the variable that has the greatest influence on customer loyalty at PT Bhum Mulia Prima (RCL Group).
The Effect of Service Quality, Customer Satisfaction toward the Loyality of Customer
2020
This research aims to identify and analyze the effect of service quality and satisfaction variables on customer loyalty. The method of data collection in this research is using the survey method with questionnaires. The population in this research is the customers of Indosat Unlimited in Depok. Based on the results of the analysis, it indicates that the service quality significantly influences customer loyalty, shown by the t significant value of 0.000 smaller than α 0.05 with the regression coefficient of 2.537. Service quality has a significant effect on customer loyalty indicated by the t significant value of 0.000 less than α =0.05. Service quality and satisfaction significantly influence the customer loyalty shown by F significant value of 0.000 smaller than α=0.05 and are able to contribute to the customer loyalty variables of 0.504 or 51.7%. The remaining 48.3% is influenced by other variables that are not examined in this research.
The importance of service quality in service industries is inevitable and relationships among service quality, customer satisfaction, and customer loyalty have been investigated by previous scholars and their consistencies have been supported by Stimuli-Organism-Response (SOR) theory proposed by (Mehrabian and Russell 1974). The major purpose of present review article is to review some selective studies of which have been conducted by scholars on the relationship among service quality, customer satisfaction and customer loyalty in different service industries in different countries. In order to achieve this, various valid studies from 1993 to 2016 will be searched and reviewed in details by authors of this article. Then, SOR theory will also be explained. Findings of this scientific review article indicate information about each reviewed study and what can be found there and how can help. It is noteworthy to mention that this article will be really beneficial for those academics and individuals who would like to start a research on this research era which is considerable relationship among service quality, customer satisfaction, and customer loyalty. Hopefully, this review article will bring initial insights into managers' perspectives in different kinds of service industries in order to inject them importance of service quality and its determination on customer satisfaction and consequently customer loyalty.
The Effect of Quality of Service on Customer Satisfaction
JURNAL MANAJEMEN BISNIS
This research was conducted with the aim to: (1) Knowing how much influence is generated by the dimension of service quality in this case tangible, realibility, responsiveness, assurance and empathy on customer satisfaction in PT. Bosowa Berlian Motor (Mitsubishi) Makassar: (2) Knowing the most dominant factors affects the dimension of service quality to customer satisfaction. The method carried out in this study is a descriptive analysis that basically wants to test the truth of a hypothesis that collects data on the ground to predict and explain the relationship or influence of one variable on other variables. Many of the samples studied were 100 samples of respondents who were customers at PT. Bosowa Berlian Motor (Mitsubishi). Based on the study concluded that testing doubles the value of F-calculated = 25.443 greater than F-estimated = 2.3113. This shows that variables of physical evidence, reliability, responsiveness, assurance and empathy simultaneously positively affect cust...
Increasing the Service Quality for Customer Satisfaction
Journal of Economics, Business, and Accountancy | Ventura, 2013
Business competition is unavoidable nowadays, whether it is either product or service, it has always its own strategy to win. In this condition, service is the most important factor that should be built and delivered to the customers. For that reason, service has to be qualified. This is due to the fact that with qualified service, the customers will also be satisfied and then they will not the business. A qualified service is marked by the number of consumers who were satisfied totally with the service. So, every business must focus on it. PT. TIKI Branch of Kedung Sari Surabaya was the object of the research because service quality was critical. Theoretically, there are five dimensions of service quality such as assurance, tangibles, reliability, responsiveness, and empathy that may influence customer satisfaction. The objective of this study was, to determine the effect of service quality to customer satisfaction. Structural Equation Modeling (SEM) was used to analyze the primer and secondary data during the research. With the probability of > 0.10, it was found that assurance dimension could establish unidimensionality of service quality, while tangibles, reliability, responsiveness, and empathy dimensions could not. Therefore, it could be concluded that assurance was the prominent factor that caused customers satisfaction.
Impact of service quality on customer satisfaction
The present study aims to release the impact of service quality on customer satisfaction In order to achieve this study attempted to provide a comprehensive framework for the most important ideas discussed by the writers and researchers on the study variables and have been expressed about the quality of service as an independent variable through a range of dimensions (tangibility, reliability, safety, response and passion) Either variable based is customer satisfaction, which will be of three dimensions (satisfaction with the actions, satisfaction of employees and satisfaction with services) have tried to present the study to answer a number of questions embodied her problem, most notably routine Actions and that these actions may affect or eliminate discrimination in the service provided in the Foundation, which is one of the most important foundations in the competition between institutions and pushed towards improving its services operation. The study found a set of conclusions and most important of which is institution's ability or the bank to focus on the quality of service has an important and influential role in strengthening their capacity to enter into new entrepreneurial business and create competitive able to survive in a fast changing environment and the study also found a set of recommendations most important of which is the interest in the quality of service would increase the level of success of the organization as well as the need to develop the philosophy of the direction of the quality of service through consolidation Concept and mechanisms, methods and areas strengthened in those Institutions so that they become part of its strategy aimed at achieving competitive advantage to succeed in the performance of its functions
An Overview of Service Quality, Customer Satisfaction and Customer Loyalty; a Literature Review
2017
This paper access the impact of service quality (tangibility, reliability, responsiveness, assurance, empathy) and customer satisfaction on customer loyalty to the services of one of the Nigerian telecommunication giant, MTN. The paper starts with an overview of general telecommunication sector in Nigeria. Subsequently, the variables under study (service quality, customer satisfaction and customer loyalty were also highlighted. The service quality variably was considered as multi-dimensional variable comprising of five dimensions, namely; tangibility, reliability, responsiveness, assurance and empathy. To examine the relationships among the variables, students from three public tertiary institutions in Gombe state of Nigeria were purposively chosen for the study. The study recommends that mobile telecom communication companies should put more efforts enhancing the variables that have positive effects on customer loyalty as that will give the companies more competitive advantage thro...