THE PERCEPTIOS AND EXPECTATIONS OF THE CUSTOMERS IN TERMS OF SERVICE QUALITY WHERE SERVICE COMPANIES AND RETAI

2016 ◽  
Author(s):  
Nuri Calik ◽  
Celil Koparal
Keyword(s):  
Service Quality ◽  
Service Companies

ANALISA DAMPAK KEPUASAN PELANGGAN DALAM HUBUNGAN ANTARA ORIENTASI PELAYANAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN SALON MUSLIMAH

2021 ◽  
Vol 8 (3) ◽  
pp. 297
Author(s):  
Ibnu Jauzi ◽  
Ari Prasetyo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Orientation ◽  
Service Companies ◽  
The Impact ◽  
The Relationship ◽  
Pls Method

ABSTRAKLoyalitas pelanggan merupakan hal yang harus diutamakan perusahaan jasa dalam menjalankan bisnisnya. Tanpa adanya pelanggan yang loyal terhadap perusahaan maka sustainbility perusahaan tersebut akan terancam. Penelitian ini bertujuan untuk meneliti dampak orientasi pelayanan dan kualitas pelayanan terhadap loyalitas pelanggan melalui kepuasan pelanggan pada salon muslimah di Kota Kediri. Apakah dalam mencapai loyalitas pelanggan harus melalui kepuasan pelanggan atau tidak. Penelitian ini menggunakan pendekatan kuantitatif dengan metode SEM PLS. Pengujiannya dilakukan menggunakan aplikasi SmartPLS 3.0 dengan kategori responden yaitu pelanggan yang telah merasakan produk salon muslimah di Kota Kediri. Hasil penelitian menunjukkan adanya efek moderasi kepuasan pelanggan dalam hubungan orientasi dan kualitas pelayanan terhadap loyalitas pelanggan.Hal tersebut mengindikasikan bahwa orientasi dan kualitas pelayanan yang dilakukan oleh salon muslimah di Kota Kediri bisa dikategorikan baik sehingga membuat para pelanggannya menjadi loyal.Kata Kunci: Loyalitas Pelanggan, Orientasi Pelayanan, Kualitas Pelayanan, Kepuasan Pelanggan, Salon Muslimah. ABSTRACTCustomer loyalty is something that must be prioritized by service companies in running their business. Without customers who are loyal to the company, the company's sustainability will be threatened. This study aims to examine the impact of service orientation and service quality on customer loyalty through customer satisfaction at Muslimah salons in Kediri. Whether to achieve customer loyalty must go through customer satisfaction or not. This study uses a quantitative approach with the SEM PLS method. The test was carried out using the SmartPLS 3.0 application with the respondent category, namely customers who have experienced Muslim salon products in Kediri. The results showed that there was a moderating effect of customer satisfaction in the relationship between orientation and service quality on customer loyalty. This indicates that the orientation and quality of service carried out by muslimah salons in Kediri City can be categorized as good so that it makes its customers loyal.Keywords: Customer Loyalty, Service Orientation, Service Quality, Customer Satisfaction, Muslimah Salon.

scholarly journals Impacts of Location on Bank Call Center Services: The Case of Turkey

2012 ◽  
Vol 7 (2) ◽  
pp. 77-88 ◽  
Author(s):  
Ahmet Hakan Özkan
Keyword(s):  
Service Quality ◽  
Call Center ◽  
Call Centers ◽  
Stress Factors ◽  
Large Cities ◽  
Service Companies ◽  
Stress Levels ◽  
A Company ◽  
Practical Implications

Abstract Purpose - The CRM sector represents the quality of a company. The quality of a company might be evaluated by taking the services of a call center as a measure by the customers, because CRM is the most interactive point of the operations of all companies. Call centers represent companies with 24/7 service. Companies have to search for ways to increase the quality of their service and CRM. Call center companies started to move to Anatolia in response to government incentives. The purpose of this study was to examine the results of this change. Design/methodology/approach - Bank call centers in large cities and Anatolian bank call centers are compared. SERVQUAL is used to compare the service quality of the call centers. 100 questionnaires are used to evaluate the services of the bank call centers and 100 customers are interviewed. The banks with Anatolian call centers and the banks without Anatolian call centers are compared to each other by using the results of the interviews and questionnaires. Findings - The service quality of the call center of the banks with Anatolian call centers seems to be higher than those without them. Practical implications - The reason for the better performance of Anatolian bank call centers can be explained by using some observations. These reasons can be taken into account by CRM companies to provide better service. Originality/value - This paper is proof of that CRM agents are affected by stress factors and their environment. Therefore, stress levels have to be decreased for employees for better service. Selecting a good location is the most important step in diminishing stress levels.

scholarly journals Pengaruh Kualitas Layanan Terhadap Kepuasan Dan Loyalitas Nasabah Unit Simpan – Pinjam Bumdes Dana Merta Desa Tangkup Kabupaten Karangasem

Widya Amrita ◽  
2021 ◽  
Vol 1 (1) ◽  
pp. 216-232
Author(s):  
Ni Komang Pani Yudiadari ◽  
Made Dian Putri Agustina
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Collection Method ◽  
Savings And Loans ◽  
Service Companies ◽  
Savings And Loan ◽  
Validity Tests ◽  
A Company ◽  
Customer Satisfaction And Loyalty

Service quality plays a very important role for the sustainability of a company, especially service companies such as Village-Owned Enterprises (BUMDes) Dana Merta in Karangasem Regency, Bali which is engaged in savings and loan business. The purpose of this study was to determine the effect of service quality on customer satisfaction and loyalty of BUMDesa Dana Merta savings and loans unit. The data collection method in this study used a questionnaire aimed at 162 respondents for further analysis using validity tests, reliability tests and path analysis. From the results of data analysis, the answers to the problems posed were obtained, namely (1) service quality has a positive and significant effect on customer loyalty, (2) service quality has a positive and significant effect on customer satisfaction, (3) customer satisfaction has a positive and significant effect on customer loyalty. , and (4) satisfaction mediates the effect of service quality on the loyalty of BUMDes Dana Merta savings and loan customers.

scholarly journals METHODS OF SERVICE QUALITY ASSESSMENT – PRELIMINARY RESULTS OF SURVEY FOR ENTERPRISES

2018 ◽  
Author(s):  
Manuela Ingaldi
Keyword(s):  
Service Quality ◽  
Quality Assessment ◽  
Research Method ◽  
Point Of View ◽  
Preliminary Results ◽  
Service Companies ◽  
Preliminary Research

There are many service enterprises on the market, which offers different type of services practically every day. Quality assessment of such services is very difficult. There are many methods that can be used in such a situation, but it should be emphasized that in such researches customers’ opinions are usually used. The purpose of the paper is to present a survey on the use of methods of service quality assessment. In the paper preliminary results of the survey from point of view of the service enterprises are presented. The enterprises were asked to indicate what methods they used, what information they received thanks to such research, what happened to the obtained results and what problems they en-countered. Preliminary research was carried out between September and December 2017. The re-search will be continued throughout 2018. At the same time, the research is conducted from the point of view of the customers of such enterprises. The final results of the research will help the service en-terprises to choose right research method and can be used by various service companies.

EVALUASI DETERMINAN KEPUASAN MAHASISWA

2020 ◽  
Vol 7 (1) ◽  
Author(s):  
Aprih Santoso ◽  
Nunik Kusnilawati
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Direct Effect ◽  
Customer Orientation ◽  
Administrative Services ◽  
Service Companies ◽  
University Reputation ◽  
Student Trust ◽  
Relationship Model ◽  
The University

A college as a service company in carrying out business activities or educational activities, generally what must be considered is the orientation towards consumers, which concerns what companies must satisfy their consumers. In service companies, especially higher education institutions that are consumers are students, with more attention to aspects of customer orientation, of course, the goals to be achieved by the company will be realized. Problems that occur at the University of “X” make students feel dissatisfied and this causes complaints or complaints, including: inadequate parking, campus websites that are often slow, completeness of damaged facilities and infrastructure, administrative services that tend to be long.The purpose of this study is to examine and analyze the effect of service quality and university reputation on student satisfaction, with trust as a mediating variable. The population in this study were students from University “X” enrolled in the odd semester 2019/2020 Study Plan Card (KRS) of 22,753 students. The number of samples in this study were 99.56 students rounded up to 100 students (based on the Slovin formula). The analysis was carried out with the help of the SPSS program. The variable relationship model will be analyzed by path analysis. The result of research show service quality and university reputation have a direct effect on student trust at Universityof “X”. Service qualityand university reputation have a direct effect on student satisfaction at University of “X”. Trust has a direct influence on student satisfaction at the University of “X”. Keywords:  Trust, Service Quality, Reputation, Satisfaction

The Management of the Human Resources and the Quality of the Services

2009 ◽  
pp. 632-639
Author(s):  
José A. Lastres Segret ◽  
Mariangélica Cadagan García
Keyword(s):  
Service Quality ◽  
Human Resources ◽  
Human Resources Management ◽  
World Market ◽  
Modern Human ◽  
Management Service ◽  
Resources Management ◽  
Service Companies ◽  
New Information ◽  
Clear Vision

Due to their nature and market position, service companies are committed to excellence. But to achieve excellence they must have a clear vision of their product that gives them the best competitive advantages and guides the resources of the company toward success. Human resources management is a tool that has been implemented to develop human potential; service quality depends on understanding the processes and tools that promote a positive attitude in members of an organization and a greater commitment to meeting management goals. These elements are translated into concrete actions, which can be seen in the mechanisms that ensure client satisfaction. The new information development culture is based on three elements: first, globalization, which has created a world market that is not constricted by time and space; second, a business model and opportunities based on networked economic activity; and finally, interdisciplinarity, a fundamental mechanism for managing resources. In this work, we seek to identify the factors that influence a company’s human resources management and service quality. What factors influence modern human resources management in companies facing technological and administrative changes requiring an adequate level of service quality? The content is related to human resources management, service quality, and factors that influence both areas, specifically in the case of urban transportation companies, because they are an indispensable resource for society providing a service directed at the inhabitants and tourists of the selected region.

Design and validity of a holistic scale for service-quality self-assessments: A case study in service companies

2020 ◽  
Vol 1 (1) ◽  
pp. 1
Author(s):  
María Iglesias Navas ◽  
Claudio Romano Narvaez ◽  
Jasmin Herrera de la Barrera ◽  
Alexander Pulido Rojano
Keyword(s):  
Service Quality ◽  
Service Companies ◽  
Self Assessments

scholarly journals THE CORRELATION BETWEEN SPATIAL PLANNING AND SUSTAINABLE TOURISM DEVELOPMENT: CASE STUDY OF BOSNIA AND HERZEGOVINA

2016 ◽  
pp. 262-279
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Bosnia And Herzegovina ◽  
Airport Security ◽  
Business Policy ◽  
Sustainable Tourism Development ◽  
Service Companies ◽  
Passenger Satisfaction ◽  
Main Determinants

Every successful company focuses business policy on the quality of service and customer satisfaction. The level of quality services provided and the level of customer satisfaction are among the main determinants of the profitability of service companies, including airports. Absence of research and valid data regarding airport service quality in Bosnia and Herzegovina, including Sarajevo Airport was the key motive for this paperwork. Without having this data/information airport management is not able to manage successful service quality and achieve passenger satisfaction. The intention of this study is to provide a deeper insight into needs of modern passenger through the analysis of theoretical information and through customer research of satisfaction conducted at Sarajevo International Airport. The study was performed by using structured questionnaire (66 questions). Based on the existing literature for research, the authors adapted and expanded the query, used by ACI – AETRA ASQ program. 500 questionnaires were distributed and 440 collected, which makes the response rate of 88%. By the literature analysis and conducted research the most important factors that influence the perception of passengers in terms of service quality at Sarajevo Airport were identified: „check-in“, Internet WIFI, security, foodservices, cleanness and staff hospitality. The success of the airport depends on how well the airport knows and to what extent satisfies different groups of airport users. This paperwork confirmed the importance of service quality management and customer satisfaction for the long term success of the airport. The results of conducted research at the Sarajevo Airport, also indicate that it is possible to define services which, according to the opinion of passengers, significantly influence the level of satisfaction and perceived quality of provided services and those are the following: „Check-in“, Internet WIFI, airport security, restaurant services, cleanness of passenger terminal and staff hospitality.

scholarly journals Reviewing Service Quality of UBER: Between Customer Satisfaction and Customer Expectation

2019 ◽  
Vol 7 (1) ◽  
pp. 1283-1292
Author(s):  
Valentine Siagian
Keyword(s):  
International Students ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Online Questionnaire ◽  
Five Dimensions ◽  
Customer Perception ◽  
Service Companies ◽  
Customer Expectation ◽  
Quality Dimension

This paper examines the gap between the expected service and reality from Uber’s customer perception. Service companies tend to be careful and pay more attention to their customers’ satisfaction and aim to have a good relationship to ensure their loyalty. Service quality dimension was used and applied to find the gap between customer satisfaction and customer expectation. The hypothesis was tested in the empirical study to find how service quality (with five dimensions: tangibility, reliability, responsiveness, assurance and empathy) affects customer satisfaction on using Uber service. 105 international students from Indonesia who lives in Taiwan and experienced riding with Uber in Taiwan filled out the online questionnaire. SPSS 23 was used to do the analysis. The result of F-test shows that customer satisfaction positively influenced by service quality, while t-test shows that there is improvement needed on responsiveness and empathy dimension. Rating system from Uber declares that customer satisfaction is 4.6 out of 5, this paper shows that customer satisfaction is 4.3 out of 5 from service quality dimension. Statistically this is a significant gap that needs to be filled to reach a closer gap to the expected service. This research can be done with a wider range to know more about customers’ delight on using Uber. Language barrier between customer and Uber driver could be the reason of the gap. Including Taiwanese students as respondents could be done for further research.  

scholarly journals PENGARUH KUALITAS PELAYANAN DAN CITRA PERUSAHAAN TERHADAP KEPUASAN MEMBER D’OKSIGEN CLASIK FITNES DI KOTA PADANG

Jurnal Ecogen ◽  
2019 ◽  
Vol 1 (4) ◽  
pp. 955
Author(s):  
Mada Saputra
Keyword(s):  
Service Quality ◽  
Quantitative Research ◽  
Corporate Image ◽  
Fitness Centers ◽  
Service Companies ◽  
Member Satisfaction ◽  
The City ◽  
Research Type ◽  
Sports Activities

Sports is an activity carried out by humans to need to be healthy and fresh, because nowadays there are many developing companies nowadays, growth of service companies engaged in sports such as fitness centers. To develop the service company, it is necessary to conduct external activities in providing the best service to its customers. And build a good corporate image in the community. The purpose of this study was to study whether the quality of service and image of the company opposed the satisfaction of members D 'Clasik Okigen Fitness City of Padang, the sample taken was 110 members of D' Okigen Clasik Fitness City of Padang using Slovin method. The research method used is a quantitative research type. The results of the study showed that the service quality and company image towards member satisfaction. Persial Company image is not significantly affected member satisfaction, while service quality emphasizes significance to member satisfaction. The company must improve the quality of services provided to members so that members continue to survive to carry out sports activities in the Clasik Fitnes Documents of the City of Padang, and also improve the company's image through marketing communications and appropriate advertising strategies to improve the company's image to the members. Keyword: Service Quality, Image, Custumer satisfaction

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