The Impact of Quality Service and Customer Satisfaction on Consumer Purchasing Decisions in Zimbabwe Telecommunications Industry

2020 ◽  
Author(s):  
Anthony Tapiwa Mazikana
Keyword(s):  
Customer Satisfaction ◽  
Telecommunications Industry ◽  
Quality Service ◽  
Purchasing Decisions ◽  
The Impact

scholarly journals IMPACT CUSTOMER SATISFACTION TOWARDS QUALITY SERVICE FOR DELIVERY PROCESS AT RAILWAY STATION IN MALAYSIA

2018 ◽  
Vol 1 (1) ◽  
pp. 15-20
Author(s):  
MUHAMMAD FARAHAN BIN ADENAN
Keyword(s):  
Customer Satisfaction ◽  
Sample Size ◽  
Rural Areas ◽  
Global Economy ◽  
National Income ◽  
Quality Service ◽  
Five Dimensions ◽  
Urban And Rural Areas ◽  
Freight Forwarding ◽  
The Impact

Nowadays, the transportation sector is now an important infrastructure for boosting the global economy as well as sponsoring national income as it is currently being expanded in urban and rural areas as well as helping to manage the delivery smoothly and smoothly. Hence, this research aims to determine how the quality services that can be handled during the delivery process are carried out through the railway. As well as the study to determine the impact during the delivery process to customers to ensure that all the services provided meet customer demand during the delivery process. In addition, this study also identifies the proposed improvements in management aspects. Five dimensions in SERVQUAL are used as indicators to influence customer satisfaction. In this study, five SERVQUAL dimensions must have a positive relationship with customer satisfaction and to know which dimensions are most important and dominant based on this study. Estimated sample size is determined because the sample size selection in accordance with the required estimation required is an important consideration to be taken into account in this study. For this method, researchers have identified several factors that can be used in major variables and secondary variables. For this researcher, the main variables are for customer satisfaction and the second variable is the quality service for the transmission process. At the end of the study, the researchers suggested some suggestions for the relevant parties to give customers the advantage of using the freight forwarding process by train.

scholarly journals The Impact of Hotel Customer Experience on Customer Satisfaction through Online Reviews

2022 ◽  
Vol 14 (2) ◽  
pp. 848
Author(s):  
Yae-Ji Kim ◽  
Hak-Seon Kim
Keyword(s):  
Customer Satisfaction ◽  
Semantic Network ◽  
Linear Regression Analysis ◽  
Hotel Industry ◽  
Online Reviews ◽  
Customer Experience ◽  
Purchasing Decisions ◽  
Semantic Network Analysis ◽  
The Sustainable Development ◽  
The Impact

With the growing popularity of the internet, customers can easily share their experiences and information in online reviews. Consumers recognize online reviews as a useful source of information prior to consumption, and many online reviews influence consumer purchasing decisions. Understanding the customer experience in online reviews is thus necessary to maintain customer satisfaction and repurchase intention for the sustainable development of the hotel business. This study assessed the fundamental selection attributes of customers from online reviews reflecting the hotel customer experience, and investigated their association with customer satisfaction. A total of 8229 reviews were collected from Google travel websites from December 2019 to July 2021. Text mining and semantic network analysis were adopted for big data analysis. Factor and regression analyses were then used for quantitative analysis. Based on linear regression analysis, the Service and Dining factors significantly affected customer satisfaction. Service is a critical selection attribute for customers, and the provision of more particular services is necessary, especially after COVID-19. These results indicate that understanding online reviews can provide theoretical and practical implications for developing sustainable strategies for the hotel industry.

Impact of Service Quality Dimensions on Customer Satisfaction in Commercial Bank

2020 ◽  
Vol 4 (1) ◽  
pp. 189-198
Author(s):  
Udgam Mishra
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Commercial Bank ◽  
Financial Institution ◽  
Descriptive Statistics ◽  
Quality Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

 The ever-changing behavior of customer has indulged bank and financial institution have a sincere look at its service quality. Providing quality service ensures competitiveness and simultaneously optimizing the level of customer satisfaction. This paper examines the impact of Service Quality Dimensions on customer satisfaction. This paper examines the impact of tangibility, responsiveness, reliability, assurance and empathy on customer satisfaction in banks of Biratnagar. A sample of 127 account holders were randomly selected and date were analyzed through SPSS 26.0. Descriptive statistics, Factor analysis and Multiple regression analysis were used to evaluate the impact of SERVQUAL model on satisfaction. The findings from the paper indicate that empathy and assurance have most significant influence in satisfaction followed by reliability and responsiveness whereas tangibility has negative and no significant relationship with satisfaction.

scholarly journals PENGARUH CITRA BPR, KUALITAS PELAYANAN, NILAI NASABAH, KEPERCAYAAN DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH TABUNGAN PADA BANK PERKREDITAN RAKYAT (BPR) LUGAS DANA MANDIRI CABANG SOLOK

Horizon ◽  
2021 ◽  
Vol 1 (1) ◽  
pp. 11-21
Author(s):  
Dettrita Dettrita
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Quality Service ◽  
Research Results ◽  
Important Impact ◽  
Customer Trust ◽  
The Impact ◽  
Loyal Customers

This research aims to analyze: 1) the influence of BPR pictures on honest loyalists. 2) The effect of service quality on loyal customers. 3) The impact of customer value in customer loyalty. 4) The influence of customer trust on customer loyalty. 5) The result of customer satisfaction on customer loyalty. 6) The impact of quality service on customer satisfaction. 7) The influence of customer value in customer satisfaction. Research results are: (1) BPR images have a positive and significant impact on customer loyalty; (2) Service quality has a positive and significant impact on customer loyalty; (3) Customer value has a positive and significant impact on customer loyalty Significant impact, (4) trust has a positive and important impact on customer loyalty, (5) customer satisfaction has a positive and important impact on customer loyalty, (6) service quality has a positive and important impact on customer satisfaction (7) Customer value has a positive and significant impact on customer satisfaction.

scholarly journals The Influence of Product Quality, Service Quality and Personal Selling on Customer Satisfaction and the Impact on Customer Word of Mouth in PT.XYZ Balaraja Branch

2020 ◽  
Vol 5 (8) ◽  
pp. 760-769
Author(s):  
Salomo Roy Freddy ◽  
Zulfitri . ◽  
Dudi Permana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Word Of Mouth ◽  
Research Result ◽  
Personal Selling ◽  
Sampling Technique ◽  
Primary Data ◽  
Quality Service ◽  
The Impact

This research aims to find out the effect of product quality, service quality and personal selling on customer satisfaction and its impact towards word of mouth communication on PT.XYZ customers. This research is a quantitative research with the sampling technique used is non random sampling technique. The population level determined in this study consists of customers from PT.XYZ branch Balaraja who actively transact at least 3 times the period range until 2019. The research data is primary data from questionnaire given to 165 respondents and secondary data from company data. Analysis method of this research is Structural Equation Modelling with software LISREL 8.8. Research result shows that product quality, service quality, and personal selling have a positive and significant effect on customer satisfaction, and customer satisfaction have a positive and significant effect on word of mouth. Product quality, service quality, and personal selling have a positive and significant effect on word of mouth. Product quality is the strongest influence on customer satisfaction. Personal selling is the strongest influence on word of mouth

scholarly journals The effect of quality of the service upon customer satisfaction at royal safari garden resort and convention Cisarua Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 21
Author(s):  
Dwi Gemina ◽  
Rully Zulkiply
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Test Reliability ◽  
Reliability Test ◽  
Quality Service ◽  
Independent Variables ◽  
Physical Evidence ◽  
Regression Test ◽  
The Impact

This research aims to analyze the impact of quality of the service upon customer satisfaction at Royal Safari Garden Resort and Convention Cisarua Bogor. The questionniares have been distributed to 100 respondents. Type of the research is descriptive and verificative one. The questionnaire has applied validity test, reliability test and classics assumption. Likert scale has been used before applying multiple regression test to see the effect of five independent variables upon one dependent variable. The result has indicated that simultaneously and partially quality service (physical evidence, emphaty, reliability, responsiveness and guarantee) has positively and significantly affected the Customers satisfaction at Royal Safari Garden Resort and Convention Cisarua Bogor. Keywords : Service Quality, Customer Satisfaction, Royal Safari Garden Resord and Convention Cisarua Bogor.

The Impact of corporate social responsibility (CSR) and relationship marketing on relationship maintainer and customer loyalty by mediating role of customer satisfaction

2018 ◽  
Vol 4 (4) ◽  
pp. 19-24
Author(s):  
Anam Bhatti ◽  
Sumbal Arif ◽  
Marium Marium ◽  
Sohail Younas
Keyword(s):  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Research Strategy ◽  
Equation Modeling ◽  
Survey Method ◽  
Research Approach ◽  
Questionnaire Method ◽  
The Impact

CSR has become one of the imperative implements in satisfying customers. The impartial of this research is to calculate CSR, relationship marketing, and customer satisfaction. There is no more study accompanied in Pakistan to quantify the effect of CSR and relationship marketing on the relationship maintainer and customer loyalty. To find out deductive approach and survey method is used as research approach and research strategy respectively. This research design is descriptive and quantitative study. For data, collection questionnaire method with semantic differential scale and seven point scales are adopted. Data has been collected by adopting the non-probability convenience technique as sampling technique and the sample size is 400. For factor confirmatory factor analysis, structure equation modeling and medication analysis, regression analysis Amos software were used. Strong empirical evidence supports that the customer’s perception of CSR performance is highly influenced by the values

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