Service quality, service value, customer satisfaction and behavioural intentions of internet telephony

2011 ◽  
Vol 15 (3/4) ◽  
pp. 261 ◽  
Author(s):  
Pei Chun Lin ◽  
Mei Hsin Chiang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Service ◽  
Behavioural Intentions ◽  
Service Value ◽  
Internet Telephony

scholarly journals RELATIONSHIPS OF SERVICE QUALITY, SERVICE VALUE AND CUSTOMER LOYALTY - A STUDY OF DOMESTIC AIRLINE SERVICE

2011 ◽  
Vol 14 (2) ◽  
pp. 47-55
Author(s):  
Thao Thi Phuong Tran ◽  
Thuy Ngoc Pham
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Sem Analysis ◽  
Ho Chi Minh City ◽  
Quality Service ◽  
Service Value ◽  
Two Factors ◽  
Domestic Airline

For several decades, improving service quality has been considered the best way to enhance customer satisfaction that leads to increase customer loyalty. However, customer satisfaction that is viewed as the most important factor to determine customer loyalty, does not always lead to success. Moving marketing from customer satisfaction orientation to customer value orientation has recently been being a central issue in service marketing. Given these situations, this study aims to explore the relationships between service quality, service value and customer loyalty. Its purpose is to test whether service value should be an alternative to determine customer loyalty beside customer satisfaction. Results of SEM analysis based on a sample of 308 passengers using airlines service in Ho Chi Minh City show that there are two factors of service quality with significantly positive impacts on customer loyalty through such an intermediary as service value.

scholarly journals Peran Minat Memediasi Pengaruh Quality Service Transaksi Digital terhadap Costumer Satisfaction Pengguna Layanan OVO

2020 ◽  
Vol 5 (1) ◽  
pp. 1
Author(s):  
Asep Machpudin ◽  
Ade Titi Nifita ◽  
Garry Yuesa Rosyid ◽  
Ade Perdana Siregar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Digital Technology ◽  
Service Users ◽  
Quality Service ◽  
User Interest ◽  
The People ◽  
Digital Transactions

The development of digital technology is increasing every year, various types of digital technology that exist today is a development of technology that has been there before. The presence of the digital age has helped to encourage human interest to transform digitally. The objectives in this study are: (1) Identifying the effect of digital transaction service quality on customer satisfaction of OVO users, (2) Identifying the effect of service quality of digital transactions on interests, (3) Identifying the effect of interest on customer satisfaction of OVO service users. (4) Identifying the role of interest is able to mediate the effect of digital transaction quality service on customer satisfaction of OVO service users. The population of this research is the people of Jambi City while the sample is the people of Jambi City who more than once used OVO services as many as 150 people. The data method uses path analysis. The results of the study note that quality service has a significant influence on OVO service user interest, quality service and interest have a significant influence on customer satisfaction on OVO service users and quality service has a significant influence on customer satisfaction of OVO service users through interest in Jambi City

scholarly journals SERVICE QUALITY ANALYSIS OF TWO OF THE LARGEST RETAIL CHAINS WITH MINIMART CONCEPT IN INDONESIA

2018 ◽  
Vol 19 (0) ◽  
pp. 177-185
Author(s):  
Hendy Tannady ◽  
Filscha Nurprihatin ◽  
Hendy Hartono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Analysis ◽  
Satisfaction Level ◽  
Quality Service ◽  
Analysis Method ◽  
High Expectations ◽  
Perceived Satisfaction ◽  
Retail Chains ◽  
And Performance

Service quality is important because it makes prices more affordable, and also fulfils customer satisfaction. This bolsters trust for customers, and thereby encourages them to keep buying products at retail stores. This research uses Quality Service Analysis method to understand the gap between customers’ expectations regarding service attributes and their perceived satisfaction level. This study also uses the method of Importance and Performance Analysis to determine an attribute’s category. Therefore, it can determine which priorities should be reinforced to improve customer satisfaction. Through SERVQUAL analysis, there are 10 known attributes of each retailer that has the highest gap score. Through IPA analysis, we know that Alfamart has 7 attributes which warrant serious attention from management. This is due to the high expectations of customers on the indicator, and the fact that the management has not managed well. Meanwhile, Indomaret has 9 attributes that warrant serious attention from management.

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