An Integrated Model for Customer Satisfaction and Loyalty in Automobile Industry - The Effects of Perceived Quality of Automobile, Automobile Dealership Service, and Service Center on Customer Satisfaction and Loyalty -

2019 ◽  
Vol 6 (1) ◽  
pp. 19-36
Author(s):  
So Jin Park
Keyword(s):  
Customer Satisfaction ◽  
Automobile Industry ◽  
Perceived Quality ◽  
Integrated Model ◽  
Service Center ◽  
Customer Satisfaction And Loyalty

scholarly journals INCREASING KNOWLEDGE ABOUT FACTORS OF QUALITY OF EDUCATION

2014 ◽  
Vol 2 (2) ◽  
pp. 99-105
Author(s):  
Peter Madzík ◽  
Miroslav Hrnčiar ◽  
Zuzana Škutchanová
Keyword(s):  
Customer Satisfaction ◽  
Statistical Processing ◽  
Perceived Quality ◽  
Quality Of Education ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Study Results ◽  
Perception Of Quality ◽  
Increasing Knowledge

This article presents a study of an important attribute that influences students' perception of quality of education – their own study results. The influence of this attribute on the perceived quality of education is examined by formulating hypothesis and statistical processing of data acquired by menas of a survey among graduates. The hypothesis consisted of two researched attributes – study results of students, and graduates' satisfaction with their studies. Questions concerning the second attribute were formulated using methods for calculation of the customer satisfaction index. Statistical examination proved dependence of these two attributes.

SuperShip: Journey of a Successful Entrepreneur

2020 ◽  
Vol 9 (2) ◽  
pp. 295-305
Author(s):  
Viet Quoc Cao
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Single Case ◽  
Quality Of Services ◽  
Joint Stock Company ◽  
Stock Company ◽  
Steady Growth ◽  
Freight Forwarding ◽  
Customer Satisfaction And Loyalty

SuperShip Vietnam, a Joint Stock Company, founded in 2015, specializes in freight forwarding and express delivery services for e-commerce transactions in Vietnam. In 4 years, it has come a long way from a start-up with only five members and VNĐ 40 million (~US$1,800) as the capital. Difficulties and challenges faced by the firm were incredibly huge. Nevertheless, with slow but steady growth, the company utilized the quality of services as the foundation to build customer satisfaction and loyalty rather than taking the route of price-based competition. SuperShip has grown steadily to become a prestigious and well-established enterprise in the fast-moving freight forwarding market. SuperShip is not yet satisfied with its multiple accomplishments as there are still many peaks to conquer to achieve the company’s vision. The case highlights as to how through participation in union-association and volunteering activities; implementing small business plans to earn extra money during college days can help in developing leadership, negotiation and interpersonal skills and hone the entrepreneurship trait. Dilemma For steady growth, should the company utilize the quality of services as the foundation to build customer satisfaction and loyalty or take the route of price-based competition. Theory: Sustainability of a business in goods delivery sector Type of the case: Experience-based applied single case study Protagonist: The owner of the firm Options Copy the business model of the two large players in the existing market and offer similar services. Raise the benchmark of customer satisfaction and loyalty by designing and delivering superior quality of service with the help of well trained and empowered employees. Discussions and Case Questions For a training firm is it better to focus on a single service and performing it with excellence than offering many courses. How did SuperShip created its point of difference? How the firm can grow further while raising funds at a low cost? What is the next level of quality of service that the firm should target?

scholarly journals Pengaruh Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Nasabah di Bank Muamalat Indonesia Kantor Cabang Yogyakarta

2019 ◽  
Vol 2 (1) ◽  
pp. 136
Author(s):  
Annas Syams Rizal Fahmi ◽  
Faridl Noor Hilal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
T Test ◽  
Good Communication ◽  
Branch Office ◽  
Positive Effect ◽  
Customer Satisfaction And Loyalty

Abstract: Based on the t test, the Service Quality variable influences Customer Satisfaction at the Bank Muamalat Indonesia Branch Office in Yogyakarta, which can be indicated by tcount greater than t table (1,981> 1,290). And in the results of this study, researchers can conclude that the above indicators have been reached by the Bank Muamalat Indonesia Branch Office in Yogyakarta, with the result that the level of quality of services provided by the Bank can be called satisfactory. One of the factors that influence satisfaction is empathy which includes ease of relationship, good communication, personal attention and understanding customer needs. Based on the t test shows that tcount is greater than t table (2,188> 1,290), meaning that the service quality variable has a significant positive effect on the variable customer loyalty. In this study, researchers found results that t count is greater than t table where this indicates that Service Quality has a positive effect on customer loyalty. The researcher in this study concluded the results that Service Quality has a very important influence on Customer Satisfaction and Customer Loyalty (Customer Satisfaction And Loyalty), especially in a case study at Bank Muamalat Indonesia, Yogyakarta Branch Office. الملخص: استنادًا إلى اختبار t ، يؤثر متغير جودة الخدمة على رضا العملاء في المكتب الفرعي لبنك معاملة إندونيسيا في يوجياكارتا ، والذي يمكن الإشارة إليه بحساب أكبر من عدد t الجدولي (1،981> 1،290). وفي نتائج هذه الدراسة ، يمكن للباحث أن يستنتج أن المؤشرات المذكورة أعلاه قد تم الوصول إليها من قبل مكتب فرع بنك معاملة إندونيسيا  مكتب فرع يوجياكارتا ، مما أدى إلى أن مستوى جودة الخدمات التي يقدمها البنك يمكن أن يُعتبر مرضيا. أحد العوامل التي تؤثر على الرضا هو التعاطف الذي يتضمن سهولة العلاقة والتواصل الجيد والاهتمام الشخصي وفهم احتياجات العملاء. بناءً على اختبار t ، يظهر أن عدد t الحسابي أكبر من عدد t الجدولي (2،188> 1،290) ، مما يعني أن متغير جودة الخدمة له تأثير إيجابي كبير على ولاء العملاء المتغير. في هذه الدراسة ، وجد الباحث نتائج تشير إلى أن عدد t الحسابي أكبر من عدد t الجدولي حيث يشير هذا إلى أن جودة الخدمة لها تأثير إيجابي على ولاء العملاء. خلص الباحث في هذه الدراسة إلى نتائج مفادها أن جودة الخدمة لها تأثير مهم على رضا العملاء وولاء العملاء (رضا العملاء وولائهم) ، وخاصة في دراسة حالة في بنك معاملة إندونيسيا ، مكتب فرع  يوجياكارتا. Abstrak: Berdasarkan uji t, variabel Kualitas Layanan mempengaruhi Kepuasan Pelanggan di Kantor Cabang Bank Muamalat Indonesia di Yogyakarta, yang dapat ditunjukkan oleh t hitung lebih besar dari t tabel (1,981> 1,290). Dan dalam hasil penelitian ini, peneliti dapat menyimpulkan bahwa indikator di atas telah dicapai oleh Kantor Cabang Bank Muamalat Indonesia di Yogyakarta, dengan hasil bahwa tingkat kualitas layanan yang diberikan oleh Bank dapat disebut memuaskan. Salah satu faktor yang mempengaruhi kepuasan adalah empati yang meliputi kemudahan dalam hubungan, komunikasi yang baik, perhatian pribadi dan pemahaman kebutuhan pelanggan. Berdasarkan uji t menunjukkan bahwa thitung lebih besar dari ttabel (2,188> 1,290), artinya variabel kualitas layanan berpengaruh positif signifikan terhadap variabel loyalitas pelanggan. Dalam penelitian ini, peneliti menemukan hasil bahwa t hitung lebih besar dari t tabel di mana ini menunjukkan bahwa Kualitas Layanan memiliki efek positif terhadap loyalitas pelanggan. Peneliti dalam penelitian ini menyimpulkan hasil bahwa Kualitas Layanan memiliki pengaruh yang sangat penting pada Kepuasan Pelanggan dan Loyalitas Pelanggan (Kepuasan Pelanggan dan Loyalitas), terutama dalam studi kasus di Bank Muamalat Indonesia, Kantor Cabang Yogyakarta.

scholarly journals MODEL PELATIHAN SISWA PUTUS SEKOLAH STUDI KASUS PADA BALAI LATIHAN KERJA PROPINSI BENGKULU

2019 ◽  
Vol 12 (2) ◽  
pp. 40-50
Author(s):  
Syaiful Anwar AB
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Swot Analysis ◽  
Positive Impact ◽  
Observation Data ◽  
Good Service ◽  
Learning Space ◽  
Customer Satisfaction And Loyalty

The purpose of this research is to test the influence of the quality of service to the satisfaction of the training participants at Balai Latikan Kerja (BLK) in Bengkulu Province. The method used in this research is survey with interview approach to get observation data directly. The results of this study indicate that the role of instructors (HR) and methods greatly affect the success of trainees in the future. The positive impact of good service will increase customer satisfaction and loyalty as well as the desire to re-buy, which will increase the income received from the products sold. In order to compete, survive, and grow, the organization is required to be able to meet the needs and desires of customers by providing the best service and quality. Based on the strengths, weaknesses, opportunities and threats that may occur, then the biggest weakness is the quality of instructors and learning space into the greatest weakness.Keywords: service quality, satisfaction , SWOT analysis.

scholarly journals Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Nasabah Pada Bank Xyz

2019 ◽  
Vol 2 (1) ◽  
Author(s):  
Khoerul Umah
Keyword(s):  
Customer Satisfaction ◽  
Sampling Technique ◽  
Poor Performance ◽  
Simple Random Sampling ◽  
Validity And Reliability ◽  
Banking Services ◽  
Normality Test ◽  
Linearity Test ◽  
Customer Satisfaction And Loyalty

Communities are increasingly selective in choosing banking services to place their own funds in order to avoid the risk of loss due to poor performance of a bank. Quality services can increase the satisfaction and loyalty of the company so it is expected to encourage the company's success to win the competition. This study aims to analyze the effect of service quality variables consisting of dimensions of reliability, responsiveness, assurance, empathy, and physical evidence of customer satisfaction and loyalty. Data analysis used multiple linier regression analysis method with 100 bank customer XYZ sample as respondent. The sampling technique using simple random sampling. Validity and reliability tests are used in testing of research instruments as well as testing classical assumptions in the form of normality test, heterokedastisity test, and linearity test. The results showed that the quality of service has a positive and significant impact on loyalty through customer satisfaction and satisfaction have a positive and significant impact on customer loyalty.

scholarly journals Pengaruh Kualitas Pelayanan Islami Terhadap Kepuasan dan Loyalitas Nasabah Bank BRI Syariah Surabaya

2015 ◽  
Vol 1 (9) ◽  
pp. 622
Author(s):  
Rizky Pratama Putra ◽  
Sri Herianingrum
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Partial Least Square ◽  
Least Square ◽  
Religious Knowledge ◽  
Loyal Customer ◽  
Customer Satisfaction And Loyalty

This study aims to determine the influence of the Islamic service quality on customer satisfaction and loyalty switching intentions moderated by religious knowledge level in in Customer of BRISyariah Bank in Surabaya.The research method used is quantitative approach. This research use a total of 96 customers of BRISyariah Surabaya. Customer characteristics used are Moslem, registered as a funding or deposit customer for at least a year. The sampling technique is purposive sampling. This research uses a method PLS (Partial Least Square).The results showed that Islamic service quality has a positive and significant impact on customer satisfaction. Other results showed that customer satisfaction has significant impact to customer loyalty and Islamic service quality has significant effect on customer loyalty. This results in accordance with the theory of Othman and Owen that CARTER could be used to measure the quality of service on Islamic Banking. Suggestion for the BRISyariah Bank in Surabaya should maintain and improve its service quality in order to improve satisfaction and form a loyal customer. For further research, can be done by adding another variable which affect customer satisfaction and loyalty.

A Comparative Study on GSTS Used in Hotels in Pune

2015 ◽  
Vol 1 (2) ◽  
Author(s):  
Priya Ranade ◽  
Trupti Chavan
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Comparative Study ◽  
Customer Loyalty ◽  
Hotel Industry ◽  
Management Approach ◽  
Guest Satisfaction ◽  
Online Feedback ◽  
Customer Satisfaction And Loyalty

In order to be successful in the market it is not sufficient to attract new customers, hotels/managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry customer satisfaction is largely hooked upon quality of service. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the hotel. Hotels use a variety of techniques to track Guest satisfaction levels. This research tracks down which are the best and the most used techniques adopted by the hotels and explains why GSTS and online feedback serves as the best method out of all the various techniques. It categorically explains various timelines followed transparency level and hierarchy at which such GSTS reports are reviewed. This research also evaluates the use, effect, and convenience of the GSTS on hotels in Pune region. The data is clearly represented in form of pie charts and graphs to understand the findings at a glance.

Analysis of defects in residential buildings identifi ed during the warranty period

Innotrans ◽  
2021 ◽  
pp. 21-26
Author(s):  
Leonid B. Gilev ◽  
◽  
Anna S. Novikova ◽  
Keyword(s):  
Quality Control ◽  
Quality Management ◽  
Customer Satisfaction ◽  
Residential Buildings ◽  
Warranty Period ◽  
Construction Organizations ◽  
Operational Quality ◽  
Customer Satisfaction And Loyalty

The article is devoted to the analysis of defects in residential buildings identified during the warranty period. The purpose of the study is to reduce the costs of construction organizations during the warranty period of maintenance of residential buildings and improve the quality of construction. A residential complex consisting of twenty low-rise buildings was selected to study the operation of residential buildings and estimate costs. Key defects were identified and analysed. In the course of the research, a scheme of operational quality control has been developed, with the help of which it is possible to increase the level of quality management of construction and installation works, reduce the costs for construction organizations during the warranty period of service and, as a result, increase customer satisfaction and loyalty.

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