scholarly journals Effect of Service Quality and Satisfaction Level on Consumer Loyalty of MRT Trains (Case Study in Ciputat Area)

2020 ◽  
Author(s):  
Djoko Hananto ◽  
Sampor Ali
Keyword(s):  
Service Quality ◽  
Satisfaction Level ◽  
Consumer Loyalty

scholarly journals The Influence of Service Quality and Price on Customer Satisfaction: Case Study of PT. Lion Mentari Airlines

2021 ◽  
Vol 5 (1) ◽  
pp. 51-62
Author(s):  
Sudarmawan Samidi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Strategic Management ◽  
Research Method ◽  
Quantitative Research ◽  
Sampling Method ◽  
Aviation Industry ◽  
Satisfaction Level ◽  
Purposive Sampling

The purpose of this research is to examine the influence of service quality and price partially or simultaneously to customer satisfaction level on using services from PT. Lion Air flight operation at Soekarno Hatta Airport. Quantitative research method is used in this study through questionnaires to 160 respondents. Purposive sampling method was chosen to collect the data, then the data were then analysed using SPSS to achieve the study’s objective. The results showed that service quality and price have significant effect on customer satisfaction simultaneously and partially. This study give contribution for the practitioners in aviation industry to put service quality and price as one of their strategy to increase customer satisfaction, and this study also can be used by academicians and future researchers to enhance their knowledge in the field of marketing and strategic management.  

scholarly journals Enhancing customer satisfaction in terms of service quality in supermarket - The case study of Big C supermaket in HCMC

2020 ◽  
Vol 3 (1) ◽  
Author(s):  
Trinh Thuy Anh ◽  
Phan Minh Tai
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Satisfaction Level ◽  
Personal Interaction ◽  
Quality Scale ◽  
Retail Service ◽  
Determining Factors ◽  
Retail Service Quality ◽  
Interaction Problem

This paper aimed at determining factors effecting customer satisfaction in terms of service quality as well as evaluating satisfaction level of shoppers in Big C Supermarket. A survey of 158 shoppers in various Big C supermarkets in HCMC has evaluated retail service quality according to Retail Service Quality Scale (RSQS) which composes of 5 dimensions namely physical aspects, reliability, personal interaction, problem solving and policy. The findings show that there are three factors mainly effecting on customer satisfaction in Big C, those factors are Reliability, Problem Resolving and Policy. Based on the result of survey, practicle solutions recommended to Big C for improvement of service quality in order to close gaps that could lead to increasing customer satisfaction.

A Study on Hotel Front Office Practices and Its Impact on Guest Satisfaction with Reference to the Vivanta by Taj Blue Diamond, Pune

2015 ◽  
Vol 1 (2) ◽  
Author(s):  
Rasika Gumaste ◽  
Ritu Bhagwat ◽  
Puneet Thakkar
Keyword(s):  
Service Quality ◽  
Positive Impact ◽  
Satisfaction Level ◽  
Front Office ◽  
Guest Satisfaction

The case study of Vivanta by Taj Blue Diamond, Pune focuses on finding the innovative practices of the Front Office Department and measuring their impact on guest satisfaction. Based on the findings it was observed that there was a positive impact of innovative practices, service quality, courtesy, competency and responsiveness (CCR) of staff on guest satisfaction level in the hotel.

scholarly journals ANALYSIS OF SERVICE QUALITY AND TRUST ON CONSUMER LOYALTY WITH SATISFACTION AS AN INTERVENING VARIABLE (CASE STUDY OF P.O BORLINDO)

2020 ◽  
Vol 3 (2) ◽  
pp. 1-10
Author(s):  
Abdul Razak Sabara ◽  
Otto Randa Payangan ◽  
Muhammad Ismail
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Field Research ◽  
Secondary Data ◽  
Research Data ◽  
Consumer Loyalty ◽  
Descriptive Research ◽  
Quantitative Descriptive ◽  
Positive Effect

This research aims to determine the effect of service quality and trust on the consumers' loyalty through consumer satisfaction directly and indirectly. The research was conducted at PO Borlindo by taking passengers as a research object. This research draft uses quantitative descriptive research with direct observation in the field. Research data form primary and secondary data from the company. Data is processed and analyzed by path analysis methods with IBM-SPSS. The results showed that the Service quality and trust positively affect consumer satisfaction and consumer loyalty directly. Trust had a positive effect on consumers' loyalty through consumer satisfaction. The hypothesis testing shows that the service quality variable is the variable with the lowest level of influence among other variables on consumer loyalty at PO Borlindo.

Academic Satisfaction among Students A Case Study of Business Schools in Gr. Noida

2016 ◽  
Vol 5 (1) ◽  
Author(s):  
Priyanka Malik ◽  
Akash ◽  
Vyom Raisurana
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Teaching Methodology ◽  
Satisfaction Level ◽  
Quality Factors ◽  
Academic Satisfaction ◽  
The Relationship

The purpose of this study is to examine satisfaction of students from academics while pursuing higher education in the field of business in India, focusing on a variety of service quality factors such as, teaching methodology, delivery and assessment, quality of study material, understandability etc. Study relies on finding the relationship between service quality variables and student satisfaction at an academic institution. The motive behind conducting this research is to analyze, how academics play a crucial role in affecting satisfaction level of students, catering students in Noida region.

– The contribution of satisfaction antecedents to the satisfaction rate of the beneficiaries and the rate of their confidence in banking services – A comparative study: إسهام مسيرات الرضا في معدل رضا المستفيدين ومعدل ثقتهم في الخدمات المصرفية – دراسة مقارنة بين فرع بنك المزارع التجاري السوداني بشارع القصر بالخرطوم وفرع حي العرب بأم درمان –

2021 ◽  
Vol 5 (20) ◽  
pp. 89-66
Author(s):  
Mohamed Sielkhatim Mohamed Mohamed Sielkhatim Mohamed
Keyword(s):  
Service Quality ◽  
Commercial Bank ◽  
Satisfaction Level ◽  
Banking Services ◽  
Bank Branch ◽  
Bank Branches ◽  
Study Approach ◽  
Perception Of Quality

    This study aims to determine the contribution of satisfaction antecedents (the level of expectations of the beneficiaries of the service before benefiting from it, the level of their perception of quality, the level of their perception of the value of the services, the level of quality of service elements dimensions) to the level of the beneficiaries' satisfaction with the services of each branch of the Sudanese Farmer Commercial Bank in Al- Qasr Street in Khartoum and in Hay Al Arab district in Omdurman. Also determining the contribution of the beneficiaries' satisfaction level to their loyalty to the services of both the Sudanese Farmer commercial Bank branches in Al Qasr Street in Khartoum and in Hay Al arab district in Omdurman. In this study, the descriptive and analytical approach was used with regard to the theoretical side, while the case study approach was adopted with regard to the field side, by applying the theoretical study on the case of the Sudanese Farmer commercial Bank both branches, Al Qasr Street in Khartoum and Hay Al arab district in Omdurman. The data were analyzed using the (SPSS) (Statistical Packages for Social Sciences) program. The study reached several results, the most important of which are: The contribution of the service quality components to the beneficiaries ’satisfaction level with the services of Sudanese Farmer Commercial Bank branch of Hay Alarab district in Omdurman, with a low rate (30.2%) compared to the contribution of the service quality components to the beneficiaries’ satisfaction level with the services of Sudanese Farmer Commercial Bank branch of Al- Qasr Street in Khartoum, which showed a high percentage (60.4%).Several recommendations emanated from these results, the most important of which are: Making this research guide to create models for measuring levels of satisfaction and confidence in banking services in all branches of the Sudanese Farmer Commercial Bank, as well as implementing an effective monitoring system and writing reports on the implementation of the results and recommendations aimed at improving services and ensuring that they are applied as recommended.    

TANGGAPAN WAJIB PAJAK TERHADAP KUALITAS PELAYANAN DILIHAT DARI TINGKAT KEPENTINGAN DAN KINERJA PADA KANTOR PELAYANAN PAJAK KOTA BOGOR

2018 ◽  
Vol 2 (01) ◽  
pp. 14
Author(s):  
Eddy Supardi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Good Work ◽  
Satisfaction Level ◽  
Quality Service ◽  
Analysis Method ◽  
And Performance ◽  
Personal Tax

The Tax Payer obidience in fulfiling their taxation obligation will be influenced a lot by the satisfaction level toward the service fiscus. The aim of this observation is to know the response of Tax Payer toward service quality through importance and performance. The population which become the object of this observation is the personal Tax Payer registered in Bogor Tax Service Office and the number of respondents taken as the sample are 100 respondents with Slovin formula. The analysis method used is descriptive analysis and importance-performance analysis.   The result of this observation will be able to be used as one of the input to Bogor Tax Service Office in improving the quality service and for the following observation, especially those who take the same object as the observation in order to improve the quality service to the Tax Payer based on the service of its working way which is felt less. Otherwise it is important for The Tax Payer, maintaining the good work or balancing the service quality based on the working way which is evaluated less important by The Taxe Payer, but has been done reasonably well or very well by The Service Office

The Relationship between Working Environment and Internship Satisfaction Level: A Case Study Of A 4-Star Hotel Restaurant In Germany

2019 ◽  
Vol 2 (4) ◽  
pp. 276-291
Author(s):  
Chatarina Natalia Putri
Keyword(s):  
Career Development ◽  
Working Hours ◽  
Learning Opportunities ◽  
Working Environment ◽  
The Other ◽  
Satisfaction Level ◽  
Supervisory Support ◽  
Support Organization ◽  
The Relationship

There are many factors that can lead to internship satisfaction. Working environment is one of the factors that will result to such outcome. However, many organizations discarded the fact of its importance. The purpose of this study is to determine whether there is a significant relationship between working environment and internship satisfaction level as well as to determine whether the dimensions of working environment significantly affect internship satisfaction. The said dimensions are, learning opportunities, supervisory support, career development opportunities, co-workers support, organization satisfaction, working hours and esteem needs. A total of 111 questionnaires were distributed to the respondents and were processed by SPSS program to obtain the result of this study. The results reveal that learning opportunities, career development opportunities, organization satisfaction and esteem needs are factors that contribute to internship satisfaction level. In the other hand, supervisory support, co-workers support and working hours are factors that lead to internship dissatisfaction. The result also shows that organization satisfaction is the strongest factor that affects internship satisfaction while co-workers support is the weakest.

STRATEGI MENINGKATKAN LOYALITAS KONSUMEN MAKANAN KHAS KOTA CURUP KABUPATEN REJANG LEBONG

2019 ◽  
Author(s):  
Onsardi Onsardi
Keyword(s):  
Swot Analysis ◽  
Raw Materials ◽  
External Factors ◽  
Consumer Loyalty ◽  
Internal Factors ◽  
The Public ◽  
Typical Food ◽  
Internal And External Factors

The title of this study is the Strategy of Increasing Consumer Food Loyalty in CurupCity, Rejang Lebong Regency (Case Study in "Henvian" Typical Food Industry). Thisresearch is based on the importance of strategies in increasing business and consumerloyalty to products sold.Strategies to increase business and consumer loyalty can bedone with a SWOT analysis. Place of this research is the "Henvian" shop that sellstypical Rejang lebong food. The method used in this study is descriptive qualitative.Informants in this study were people who were considered to know for certain about theHENVIAN Specialty Food Store in Curup City, Rejang Lebong Regency. The dataanalysis technique used in this study is a SWOT analysis to determine the strengths,weaknesses, opportunities and threats in a typical Rejang Lebong food business.By using SWOT analysis techniques that consist of strengths (weakness), weaknesses(weakness), opportunities (opportnity) and threats (threath). The results of this studycan be concluded that the internal factors that are the strength of the marketing strategyare the quality of the product that is good at a price affordable to the public andtourists, service that is friendly and responsive to consumer needs, as well astechnological advancements that facilitate the promotion of business. Internal factorsthat are a weakness are often lack of stock, there are some products that do not meet thestandard packaging, the product shelf life is short, employees do not use uniforms.External factors that become opportunities are a fairly high economic community,abundant raw materials while external factors that are a threat are the manycompetitors, an unstable economy, the price of basic needs increases. Based on theresults of the SWOT analysis of internal and external factors, the strategy used is toimprove product quality by improving the appearance of packaging and quality ofcontent and quality of service by providing uniforms to employees and providingstandards of service to consumers. .Keywords: Strategy, Consumer Loyalty, SWOT

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