scholarly journals EFFECT OF CUSTOMER SERVICE QUALITY ON CONSUMER SATISFACTION: A CASE OF THE NIC BANK LIMITED

2017 ◽  
Vol 2 (1) ◽  
pp. 39
Author(s):  
Christopher Mwangi ◽  
Dr. Paul Katuse
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Credit Card ◽  
Consumer Satisfaction ◽  
Service Failure ◽  
Sampling Technique ◽  
Primary Data ◽  
Infinite Population ◽  
Banking Business ◽  
Descriptive Survey

Purpose: The purpose of the study was to establish the effect of customer service quality on consumer satisfaction, a case of the NIC bank limited.Methodology: The descriptive survey research design was preferred for the study. The population of the study was over 10,000 credit card holders in NIC Bank. Snow balling sampling technique was appropriate for this study because credit card customers were not keen on cooperating because of the sensitivity of information gathered and only cooperated on referral from friends. Fishers’ formula was used for calculating the sample size of an infinite population which amounted to 384 but for the purpose of improving the response rate, the study added 16 more respondents to total up to 400. The study used primary data. The study used a questionnaire as the preferred data collection tool. Information was sorted, coded and input into the statistical package for social sciences (SPSS) for production of descriptive statistics. The results were presented using tables and pie charts to give a clear picture of the research findings.Results: Based on the findings, the study conclded that organizations must offer their customers quality service. It was also possible to conclude that customer service was the base for business expansion because of the stiff competition prevalent in the banking industry. Results also led to conclusion that the survival of banking business is dependent on customer service. Results also led to conclusion that the customers give firms the chance to correct a service failure.Unique contribution to theory, practice and policy: Based on the findings, the study recommends that banks should emphasize that the credit customer service operatives are honest. In addition the study recommends that the banks should give customers a chance to suggest on noted service failure.

scholarly journals INFLUENCE OF COST OF CREDIT ON CONSUMER SATISFACTION: A CASE OF THE NIC BANK LIMITED

2017 ◽  
Vol 2 (1) ◽  
pp. 1
Author(s):  
Christopher Mwangi ◽  
Dr. Paul Katuse
Keyword(s):  
Interest Rate ◽  
Interest Rates ◽  
Credit Card ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Primary Data ◽  
Infinite Population ◽  
Study Results ◽  
The Government ◽  
The Interest Rate

Purpose: The purpose of the study was to establish the influence of cost of credit on consumer satisfaction, a case of the NIC bank limited.Methodology: The descriptive survey research design was preferred for the study. The population of the study was over 10,000 credit card holders in NIC Bank. Snow balling sampling technique was appropriate for this study because credit card customers were not keen on cooperating because of the sensitivity of information gathered and only cooperated on referral from friends. Fishers’ formula was used for calculating the sample size of an infinite population which amounted to 384 but for the purpose of improving the response rate, the study added 16 more respondents to total up to 400. The study used primary data. The study used a questionnaire as the preferred data collection tool. Information was sorted, coded and input into the statistical package for social sciences (SPSS) for production of descriptive and inferential statistics. The results were presented using tables and pie charts to give a clear picture of the research findings.Results: Based on the findings, the study conclded that that credit card interest rate was competitive compared to other offerings in the market, the credit card interest rate is better than overdraft rates.  It was concluded that the credit card interest rate was affordable compared to shylock interest rates. Results led to the conclusion that the penalties were lower than those of competitors. Study results show that the credit card joining fee was affordable compared to other products, the credit card joining fee was lower than that of competitors. Results also led to the conclusion that the penalties were very high. Results also led to the conclusion that credit card interest rate were affordable compared to Sacco interest.Unique contribution to theory, practice and policy: Based on the findings, the study recommends that the Government should legalise the interest rate within the banks and make it affordable to the consumers. In addition the banks should lower the credit card joining fee as this will motivate more customers to join and therefore an additional benefit the banks.

scholarly journals EFFECT OF CUSTOMER INFORMATION ON CONSUMER SATISFACTION: A CASE OF THE NIC BANK LIMITED

2017 ◽  
Vol 2 (1) ◽  
pp. 20
Author(s):  
Christopher Mwangi ◽  
Dr. Paul Katuse
Keyword(s):  
Credit Card ◽  
Consumer Satisfaction ◽  
Credit Cards ◽  
Sampling Technique ◽  
Primary Data ◽  
Sufficient Information ◽  
Unique Contribution ◽  
Infinite Population ◽  
Customer Information ◽  
Ease Of Access

Purpose: The purpose of the study was to establish the effect of customer information on consumer satisfaction, a case of the NIC bank limited.Methodology: The descriptive survey research design was preferred for the study. The population of the study was over 10,000 credit card holders in NIC Bank. Snow balling sampling technique was appropriate for this study because credit card customers were not keen on cooperating because of the sensitivity of information gathered and only cooperated on referral from friends. Fishers’ formula was used for calculating the sample size of an infinite population which amounted to 384 but for the purpose of improving the response rate, the study added 16 more respondents to total up to 400. The study used primary data. The study used a questionnaire as the preferred data collection tool. Information was sorted, coded and input into the statistical package for social sciences (SPSS) for production of descriptive statistics. The results were presented using tables and pie charts to give a clear picture of the research findings.Results: Based on the findings, the study conclded that the organization did not provide enough information to enable the customers use credit cards wisely. Results also led to conclusion that Consumers should take credit cards with sufficient information on the credit terms. Results also concluded that that Consumers’ should have attitudes and perceptions towards credit cards. Results concluded that the proliferation of credit cards and their ease of access had given consumers increased opportunities for making credit purchases. Results also concluded that the organization should consider leveraging information on social sites with regard to finding a customer’s most recent location..Unique contribution to theory, practice and policy: Based on the findings, the study recommends that banks should emphasize on leveraging information on social sites with regard to finding a customer’s most recent location. In addition the study recommends that the banks should adopt sending credit card information through twitter and facebook. In addition, banks should invest in consumer groups to sensitive customers on credit card issues.

scholarly journals ANALISIS KUALITAS PELAYANAN DENGAN MENGGUNAKAN METODE FUZZY-SERVQUAL PADA KANTOR POS PUSAT KOTA PADANG

Jurnal Ecogen ◽  
2019 ◽  
Vol 2 (1) ◽  
pp. 18
Author(s):  
Widia Afriyuni ◽  
Rahmiati Rahmiati ◽  
Muthia Roza Linda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Total Sample ◽  
Primary Data ◽  
Post Office ◽  
City Center ◽  
A Value ◽  
Analysis Technique

This study aims to analyze: (1) The level of customer satisfaction with the quality provided by the Padang City Center Post Office (2) Service attributes that need to be improved in service quality at the Padang City Center Post Office so as to improve customer satisfaction (3) Quality dimensions services that have the greatest influence on customer satisfaction at the Padang City Center Post Office. The population of this research is the Post Office customers with unknown number of respondents. The sampling technique of this study was accidental sampling technique with a total sample of 100 people. The data used is primary data. The data analysis technique uses the fuzzy-servqual method using Microsoft Excel software. The results showed that: (1) The level of consumer satisfaction is low because the overall servqual (gap) value is negative, namely -0.75 (2) There are 17 attributes that need to be improved from the 22 attributes that are tested to improve the quality of service at the Post Office Padang City Center (3) Dimensions of service quality with the biggest gap is the dimension of responsiveness with a value of -1.32.Keywords: Service Quality, fuzzy-servqual, customer satisfaction

Strategies for Sustainable Quality Service Delivery in Hotels in Owerri

2018 ◽  
pp. 1-12
Author(s):  
I.B. Anyanwu
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Service Delivery ◽  
Sample Size ◽  
Customer Service ◽  
Marketing Research ◽  
Sampling Technique ◽  
Hospitality Management ◽  
Quality Service ◽  
Infinite Population

This study sought to determine strategies for sustainable quality service delivery in hotels in Owerri. Two research questions guided the study. The study population comprised all customers of registered hotels. It is an infinite population. The researcher used Cochran (1977) formula for determining sample size for an infinite population, and it gave a sample size of 384. A structured questionnaire was used as an instrument for data collection which was validated by academics in Hospitality Management and Tourism, and Marketing. Crombach Alpha Coefficient of 0.73 was obtained confirming the usability of the instrument. Convenient sampling technique was adopted for data collection, which was analyzed using frequency, mean, and standard deviation. Findings revealed that the level of quality service delivery in the hotels studied was very poor as shown by the clustered mean. Similarly, the respondents agreed on specific strategies such as marketing research and anticipation of guest needs, employee empowerment, and training, among others for improving quality service delivery in hotels in the study area. Given the findings of the study, recommendations were made to the effect that hotel operations are encouraged to carry out periodic service quality assessment to determine customer service quality perceptions and also develop sustainable feedback mechanisms such as comment cards and other online interactive platforms that can facilitate constant updates on customer needs and wants.

Pengaruh Kualitas Pelayanan Terhadap Keputusan Nasabah Dengan Religious Behaviour Sebagai Variabel Moderator (Studi Kasus Pada Produk Tabungan BNI Syariah)

Liquidity ◽  
2017 ◽  
Vol 6 (2) ◽  
pp. 119-132
Author(s):  
Muniaty Aisyah ◽  
Umiyati Umiyati ◽  
Riyan Apriansyah
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Structural Equation ◽  
Sampling Technique ◽  
Primary Data ◽  
Equation Modeling ◽  
Religious Behavior ◽  
Moderator Variable ◽  
Convenience Sampling

The purpose of this study to analyze the effect of the Decision of the Customer Service Quality as Religious Behavior as a moderator variable. The case study on savings products BNI Syariah in Jabodetabek and Banten. The data used in this study are primary data collected from 255 respondents who are customers of BNI Syariah who open a savings account at the office of Greater Jakarta and Banten. The sampling technique used in this study is a convenience sampling method, the data later in the process by using Structural Equation Modeling (SEM) using a 8.80 Lisrel program.The results of this study indicate that the Service Quality directly influence the customer's decision and Religious Behavior moderating influence to the Decision of the Customer Service Quality.

Analisis Kualitas Pelayanan Pada Unit Perijinan Angkutan Dan Kendaraan Wajib Uji Dinas Perhubungan Kabupaten Karanganyar

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Fachry Prasetyo ◽  
Priyanto Susiloadi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Sampling Method ◽  
Sampling Technique ◽  
Primary Data ◽  
Good Service ◽  
Analysis Techniques ◽  
User Community ◽  
Customer Perceptions ◽  
Level Of Satisfaction

Good service quality in public services will give an impetus to the user community to give a good assessment. Good service by the State Civil Servants (ASN) in the Transportation Obligatory Licensing Unit (UPAKWU) in the Karanganyar District Transportation Department was apparently still receiving complaints from the service user community. This shows that there are still some shortcomings in the implementation of the service system in the office. The sampling technique uses accidental sampling method. The data used are primary data obtained directly from respondents by providing a list of questions or questionnaires. Data analysis techniques using Importance-Performance Analysis (IPA) are used to measure the level of satisfaction of someone over the performance of other parties, and Cartesian Diagrams to determine service indicators that satisfy or do not satisfy consumers. The results showed that: Service quality in UPAKWU Karanganyar Regency according to customer perceptions has not been satisfactory, despite having good service performance / above average. This is based on the results of the Importance Performance Analysis analysis which gets a result of 94.36% (Total Tki

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

PENGARUH KEPEMIMPINAN DAN MOTVASI KERJA TERHADAP KUALITAS PELAYANAN PUBLIK (STUDI KASUS PADA KANTOR KEMENTERIAN AGAMA SUNGAI PENUH )

2020 ◽  
Author(s):  
Pahrizal
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Public Service ◽  
Random Sampling ◽  
Secondary Data ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Primary Data ◽  
Analysis Techniques ◽  
Intervening Variables

The research is proposed to test the influence of Leadership and Motivation Work on Public Service Quality. The population in this study was the Kantor Kementerian Agama Sungai Penuh who had received the last 1 year service at the Kantor Kementerian Agama Sungai Penuh, amounting to 260 people. Furthermore, by using the Slovin formula, a sample size of 158 people was chosen with a sampling technique based on Simple Random Sampling. This study uses primary data and secondary data. Data analysis techniques used are path analysis and hypothesis testing using t test with data analysis using SPSS version 20. The results of the study based on showing that partially the Leadership and motivation work have a positive and significant effect on Public Service Quality. The results also show that motivation work variables act as intervening variables between Leadership and Public Service Quality.

Service quality of property managers of shopping complexes in Ibadan, Nigeria

2019 ◽  
Vol 37 (3) ◽  
pp. 310-326 ◽  
Author(s):  
Samson Oluseun Ojekalu ◽  
Olatoye Ojo ◽  
Timothy Tunde Oladokun ◽  
Sumoila Aremu Olabisi ◽  
Sunday Samuel Omoniyi
Keyword(s):  
Service Quality ◽  
Multiple Regression ◽  
Management Practice ◽  
Sampling Technique ◽  
Primary Data ◽  
Stepwise Multiple Regression ◽  
Systematic Sampling ◽  
Content Type ◽  
Five Axes

PurposeThe purpose of this paper is to assess the service quality (SQ) of property managers of shopping complexes in Ibadan with a view to improving management practice.Design/methodology/approachPrimary data were used for the study through questionnaire administration. Ibadan was stratified into five axes using existing major roads where shopping complexes were highly concentrated. From each axis, 33, 65, 48, 64 and 66 shopping complexes were identified (Oyo State Ministry of Land, Housing and Survey, 2017), and the systematic sampling technique (20 percent) was adopted to select 57 out of 276 shopping complexes and 192 (10 percent) out of 1919 occupiers of the shopping complexes in the study area. In total, 157 occupiers responded to the questionnaire, and the data were analyzed using mean ranking and stepwise multiple regression.FindingsThis study found that professionalism, tangible, assurance and empathy dimensions of SQ were rated fair, whereas reliability and responsiveness dimensions were rated poor. Also, stepwise multiple regression analysis predicted 78.5 percent overall SQ of property managers, and assurance, professionalism and empathy dimensions contributed significantly to the overall SQ. Hence, reliability and responsiveness dimensions of SQ need to be improved. It is expected that the findings of this study will help property managers to understand the role of various dimensions of SQ for enhanced property management practice.Originality/valueThe study is one of the few studies that assessed the SQ of property managers of shopping complex with a view to improving its management practice.

scholarly journals Pengaruh Kualitas Layanan dan Keadilan Terhadap Kepatuhan Wajib Pajak Dengan Kepuasan Sebagai Variabel Mediasi

2020 ◽  
Vol 10 (2) ◽  
pp. 149-158
Author(s):  
Eka Febriani ◽  
Norra Isnasia Rahayu
Keyword(s):  
Service Quality ◽  
Tax Compliance ◽  
Sampling Technique ◽  
Primary Data ◽  
Probability Method ◽  
Significant Positive Effect ◽  
Mediating Role ◽  
Convenience Sampling ◽  
Positive Effect

This study aims to examine the effect of service quality and fairness on taxpayer compliance and the mediating role of satisfaction in the effect of service quality and fairness on taxpayer compliance. The population of this research is individual local taxpayers in Samarinda. The sample of this study is 164 respondents selected using non probability method with convenience sampling technique. This study uses primary data obtained from seven-scale Likert questionnaires. The data were analyzed using path analysis in SPSS. The results of this study show that, first, service quality has a significant positive effect on satisfaction and taxpayer compliance; second, fairness has an insignificant effect on satisfaction and taxpayer compliance; third, satisfaction has a significant positive effect on taxpayer compliance; fourth, service quality has a significant positive effect on taxpayer compliance mediated by satisfaction; fifth, mediated by satisfaction, fairness has no significant effect on tax compliance.

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