International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Impact of Service Quality on Customer Loyalty of Domestic Pumpspaperpublications3
Abstract: Service quality deals with the customer expectation and actual treatment. Better the service quality, higher will be the customer satisfaction. This can gain more and more customers and more loyal customers. The major advantage of loyal customers is that these customers will not leave because of any small reason or any minor fluctuations in company’s performance. This study is restricted to a single product domestic pump and will investigate the role of service quality in creating loyal customers.
Keywords: Service quality, Customer loyalty, Domestic pumps.
Title: Impact of Service Quality on Customer Loyalty of Domestic Pumps
Author: FAZEEN RASHEED A K
ISSN 2349-7807
International Journal of Recent Research in Commerce Economics and Management (IJRRCEM)
Paper Publications
The document discusses the Service Quality Gaps Model, which identifies four key gaps between a customer's expectations of service and a provider's actual service performance. The four gaps are: 1) differences between customer expectations and management perceptions, 2) differences between management perceptions and service quality specifications, 3) differences between specifications and actual service delivery, and 4) differences between service delivery and external communications to customers. The document also provides examples of how companies like IKEA, Starbucks, IBM and GE work to close these gaps to improve customer satisfaction.
This study aims to examine and analyze the effect of service quality and customer satisfaction on the
loyalty that is mediated by customer trust. Respondents were 92 customers. The analytical tool used is path
analysis. The results showed that service quality and customer satisfaction affect customer loyalty of PT Bank
Pembangunan Daerah East Java Tbk
This document summarizes a study analyzing service quality gaps at an electric company in Saudi Arabia using the SERVQUAL model. The study found that Gap 3 (difference between expected and actual service performance) had a greater impact on perceived quality than the other gaps. Frontline staff also agreed Gap 4 (difference between promised service and actual delivery) contributed to problems to a lesser degree than Gap 3. The document outlines the SERVQUAL methodology used, including surveys of customers, frontline staff, and managers to measure expectations and perceptions across five service quality dimensions. Analysis of the results showed Gap 1 (difference between customer expectations and manager perceptions) existed for some dimensions.
This document summarizes a study that analyzed the effect of service quality dimensions on customer satisfaction at Mandiri Sharia Bank branches in Palembang, Indonesia. The study examined the influence of five service quality dimensions (reliability, responsiveness, assurance, empathy, tangibility) on customer satisfaction. Questionnaires were distributed to 100 bank customers. Statistical analyses found that the five service quality dimensions each had a positive and significant effect on customer satisfaction. Collectively, the five dimensions also had a significant effect on customer satisfaction. The results are intended to provide input to bank management on improving service quality and better understanding customer wants to enhance satisfaction.
The project describes the analysis of gap in the expected and delivered level of service in the college mess. It includes data collection from students and analysing the data by using SPSS tool.
Impact of Service Quality on Customer Loyalty of Domestic Pumpspaperpublications3
Abstract: Service quality deals with the customer expectation and actual treatment. Better the service quality, higher will be the customer satisfaction. This can gain more and more customers and more loyal customers. The major advantage of loyal customers is that these customers will not leave because of any small reason or any minor fluctuations in company’s performance. This study is restricted to a single product domestic pump and will investigate the role of service quality in creating loyal customers.
Keywords: Service quality, Customer loyalty, Domestic pumps.
Title: Impact of Service Quality on Customer Loyalty of Domestic Pumps
Author: FAZEEN RASHEED A K
ISSN 2349-7807
International Journal of Recent Research in Commerce Economics and Management (IJRRCEM)
Paper Publications
The document discusses the Service Quality Gaps Model, which identifies four key gaps between a customer's expectations of service and a provider's actual service performance. The four gaps are: 1) differences between customer expectations and management perceptions, 2) differences between management perceptions and service quality specifications, 3) differences between specifications and actual service delivery, and 4) differences between service delivery and external communications to customers. The document also provides examples of how companies like IKEA, Starbucks, IBM and GE work to close these gaps to improve customer satisfaction.
This study aims to examine and analyze the effect of service quality and customer satisfaction on the
loyalty that is mediated by customer trust. Respondents were 92 customers. The analytical tool used is path
analysis. The results showed that service quality and customer satisfaction affect customer loyalty of PT Bank
Pembangunan Daerah East Java Tbk
This document summarizes a study analyzing service quality gaps at an electric company in Saudi Arabia using the SERVQUAL model. The study found that Gap 3 (difference between expected and actual service performance) had a greater impact on perceived quality than the other gaps. Frontline staff also agreed Gap 4 (difference between promised service and actual delivery) contributed to problems to a lesser degree than Gap 3. The document outlines the SERVQUAL methodology used, including surveys of customers, frontline staff, and managers to measure expectations and perceptions across five service quality dimensions. Analysis of the results showed Gap 1 (difference between customer expectations and manager perceptions) existed for some dimensions.
This document summarizes a study that analyzed the effect of service quality dimensions on customer satisfaction at Mandiri Sharia Bank branches in Palembang, Indonesia. The study examined the influence of five service quality dimensions (reliability, responsiveness, assurance, empathy, tangibility) on customer satisfaction. Questionnaires were distributed to 100 bank customers. Statistical analyses found that the five service quality dimensions each had a positive and significant effect on customer satisfaction. Collectively, the five dimensions also had a significant effect on customer satisfaction. The results are intended to provide input to bank management on improving service quality and better understanding customer wants to enhance satisfaction.
The project describes the analysis of gap in the expected and delivered level of service in the college mess. It includes data collection from students and analysing the data by using SPSS tool.
Service quality and customer satisfaction in the banking industryPatrick Sweet
This document discusses a study on the relationship between service quality and customer satisfaction in the Ghanaian banking industry, using Ghana Commercial Bank as a case study. It provides background on the importance of service quality and customer satisfaction in banking. The study aims to examine how the five dimensions of service quality (tangibles, reliability, responsiveness, assurance, and empathy) impact customer satisfaction. It also aims to understand how customers would rate these dimensions in terms of importance and need for improvement. The document reviews relevant literature on service quality models and dimensions. It describes the methodology used in the study, which assessed customer expectations and perceptions of service quality at three Ghana Commercial Bank branches using the SERVQUAL instrument.
The document discusses delivering quality tourism services. It defines quality and explains that quality is more important for tourism businesses as the industry becomes more competitive. It also outlines factors that affect a guest's experience, including expectations and dimensions of service quality. Customer satisfaction results from a comparison of expected versus actual quality of service received. Highly satisfied customers provide greater future business and loyalty. Ensuring quality requires selecting, training, and developing staff to understand and meet customer needs and expectations. The document also provides tips for handling service mistakes and establishing service guarantees.
The document discusses several key concepts related to service quality:
1) Service quality aims to satisfy customer needs and lead to customer retention through higher perceived value relative to price paid.
2) A focus on quality improvement and adherence to standards can increase profitability by reducing costs and increasing customer lifetime value.
3) Defining and measuring service quality is complex, as it depends on both technical and functional aspects, as well as customer perceptions and expectations.
4) Managing quality requires understanding customer perspectives, collecting feedback, setting goals, and continuously improving standards.
The document discusses service quality, describing the five dimensions of service quality as reliability, responsiveness, assurance, empathy, and tangibles. It explains the concept of "moments of truth" in customer service and outlines approaches to achieving high quality service, including using statistical process control, implementing unconditional service guarantees, and effective service recovery. The document also addresses the importance of customer satisfaction, feedback, and turning dissatisfied customers into loyal advocates through complaint resolution.
Getting deep insight of service quality modelsdeshwal852
Customer satisfaction is the only way to remain in business for the entrepreneurs. Service quality is the weapon in the hands of businessman by which they can retain the customers. Service quality is a crucial factor for the success of the business firm; if the service provider is rightly aware about the different dimensions of the service quality then it is easy to make the customers satisfied. The present paper makes
an attempt to discuss the various service quality models with reference to pertinent literature.
This document discusses a study examining how customer engagement behaviors are influenced by service convenience, fairness, and quality. The study classified customer engagement behaviors into behaviors directed at the firm/employees and other customers. It hypothesized that perceived service convenience, fairness, and quality would positively impact word-of-mouth referrals, customer help for the company, and customer help for other customers. The results found service convenience and fairness significantly positively influenced all three behaviors, while service quality only positively impacted word-of-mouth.
Service quality and customer satisfaction related to Insurance industrykdore
Early researchers focused mostly on Banking, healthcare, retail, education etc
What is the existing situation of Service Quality in Sri Lankan Life Insurance Industry?
Does Service Quality affect on Customer Satisfaction in Life Insurance Industry?
What are the most important Services Quality dimensions which affect on Customer Satisfaction in Life Insurance Industry?
This document summarizes a student's presentation on measuring service quality at the Grand Oriental Hotel in Dhaka, Bangladesh using the SERVQUAL model. It includes an overview of the hotel, data collection using SERVQUAL dimensions of reliability, responsiveness, assurance, empathy and tangibles. Analysis showed most respondents were satisfied with the hotel's service. Recommendations include maintaining service quality and fulfilling requirements to increase star rating if desired.
This document provides information about a study conducted on customer satisfaction levels towards products and services offered by Heritage Foods Limited at their Medavakkam, Rajakilpakkam store in India. Primary data was collected through questionnaires from customers at this store. The analysis tools used include percentage analysis of factors like reasonable price, product advantage, after-sales service, and store prices. The findings and suggestions aim to improve customer satisfaction levels with respect to these factors. The document also provides background information on Heritage Foods Limited, including their mission, vision, founders, and board of directors.
Service quality is the conformance of service provider's service delivery and the promised communication. SERVQUAL is tool in measuring service quality. Customer defined standards of service delivery are to be understood in order to make customer satisfied by the service delivered.
SERVQUAL Service Quality (July 2014 updated)Michael Ling
Regression and MANOVA analysis.
Review of Parasuraman, A., Zeithaml, V. A., and L. L. Berry (1988), “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing, Vol. 64, No. 1, 12-40.
Effect of Satisfaction on Customer Loyalty in Bimbel Tiki Taka Bekasi IndonesiaIJAEMSJORNAL
This study aims to determine whether there is influence on customer loyalty limb bimbelTiki Taka Harapan Indah Bekasi and how much influence on loyalty customers.The research was conducted at the Tiki Taka Harapan Indah Bekasi. The method used is the library reseach and field reseach data collection using questionnaires with a population of 45 people from the total number of parents enrolled students, obtained a sample of 31 people. The result of linear regression test is a = 20,55, b = 0,57, y = 20,55 + 0,57x. The result of correlation coefficient is r = 0.57. The percentage of influence satisfaction on customer loyalty amounted to 32.49% while the rest of 67.51% influenced by other factors not involved in this study.Test t count 3.74 and t table for n = 31 with degrees of freedom (dk) is n-2 = 29 with error rate 5% (0.05) is 2.045. From the above value is known that t arithmetic 3.74> of t table 2.045 then Ha accepted and Ho rejected. It means that based on data research results then there is Influence between satisfaction with customer loyalty at BimbelTiki Taka Harapan Indah Bekasi.
Effect of Quality of Service and Location on Satisfaction Customer at Pt. Per...YogeshIJTSRD
This study uses qualitative research methods that contain numbers. The population in this study is all customers who shop at PT. Pertamina Retail Bright Store HM. Yamin Medan. Sampling using a kusioner spread with a likert scale that has 5 alternative answers. And analyzed using multiple linear regressions and coefficients of R2 determination with SPSS software for windows version 16. The results showed the following 1 Service Quality has a positive and significant effect on Customer Satisfaction at PT. Pertamina Retail Bright Store HM. Yamin Medan, 2 Location has a positive effect, but not significant to Customer Satisfaction at PT. Pertamina Retail Bright Store HM. Yamin Medan, 3 There is a positive and significant influence between the quality of service and location on customer satisfaction at PT. Pertamina Retail Bright Store HM. Yamin Medan with coefficient of coefficient of collation R of 0.393 and coefficient of determination R2 of 0.155 this means that 15.5 of customer satisfaction is in PT. Pertamina Retail Bright Store HM. Yamin Medan, influenced by the quality of service and location, while the other 84.5 is determined by other variables not described in this study. Kepler Sianturi | Rezkiyana | Riomas Sinurat "Effect of Quality of Service and Location on Satisfaction Customer at Pt. Pertamina Retail Bright Store Hm. Yamin Medan" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-4 , June 2021, URL: https://www.ijtsrd.compapers/ijtsrd41240.pdf Paper URL: https://www.ijtsrd.comother-scientific-research-area/other/41240/effect-of-quality-of-service-and-location-on-satisfaction-customer-at-pt-pertamina-retail-bright-store-hm-yamin-medan/kepler-sianturi
The Effect Service Quality to Customer Satisfaction and Customer Loyalty of A...IOSR Journals
Customer Loyalty is important for cultivated by the company, therefore the aim of this study to prove
how the effect of Service Quality and Customer Satisfaction in enhancing Customer Loyalty. Samples were
service users Railway Transport Argo Bromo Anggrek Jakarta Surabaya by using purposive side. Sample size of
300 respondents. Data analysis using Structural Equation Model (SEM). The results showed that Services
Quality significantly influence to customer satisfaction. Customer Satisfaction significant effect on Customer
Loyalty. Service Quality is not yet significant effect on Customer Loyalty, so that Customer Satisfaction is a
mediator of the relationship Service Quality on Customer Loyalty to PT Argo Bromo Anggrek Train Jakarta-
Surabaya. The implications that Customer Satisfaction is capable of mediating the quality of care in improving
Customer Loyalty.
An Empirical Study on Food and Beverage Service Quality and Customer Satisfac...Dr. Amarjeet Singh
The hotel industry is one of the integral constituents in the flourishing tourism industry and is extremely competitive. In this competitive arena, service quality has become a crucial success factor in maintaining hotel standards. A strong, sustainable, outstanding service industry requires good service quality standards. However, due to the intangible nature of service products, measuring service quality is substantially challengeable than measuring the quality of physical products. Hence, this study attempts to investigate the impact of food and beverage service quality on customer satisfaction in the star graded hotels. Dambulla is one of the major tourist destinations in Sri Lanka, has been identified as the study area. A total of 150 foreign departure tourists who have visited three and above star graded hotels in the respective area were selected through a convenient sampling technique. A widely accepted SERVQUAL model was utilized to ascertain the findings. Primary data were collected through a self-administered structured questionnaire. Descriptive, frequency, Pearson correlation, and multiple regression analysis were conducted to analyze data using SPSS. The results reveal that there is a positive significant impact of tangibility, reliability, responsiveness, assurance of food and beverage service quality on customer satisfaction in the star graded hotels in Dambulla area. On the contrary, empathy shows that there is no impact on customer satisfaction. Moreover, tangibility is the most influential service quality attribute that affects customer satisfaction. Thus, the authorities must pay their attention towards improving the tangible evidence such as staff attires and appearance, aesthetic upkeep of interior and exterior, and provide reliable service for their guests with greater customer care.
Comparative analysis of Retail chains based on SERVQUAL ModelSuresh Singh
This document compares the service quality of grocery and apparel retail chains in India using the SERVQUAL model. For grocery stores, Reliance Fresh scored better than Big Bazaar on several service quality dimensions. For apparel stores, Pantaloon and Globus performed equally well with no significant differences found. The document provides recommendations on areas of improvement for both grocery chains and outlines limitations of the study.
The servqual research for fast food chains, based on respondents from various college goer.
P.S.:The above documents is only for the educational purpose.
Running head: SERVICE QUALITY IMPROVEMENT 1
SERVICE QUALITY IMPROVEMENT 7
Research Project – Week Two
Chris Davey
BUS 642
Instructor Kurt Diesch
July 6, 2015
Abstract
Service quality improvement has been a critical issue to most business settings, rendering them to provide poor services. They focus on spending a lot of money on ill- conceived services and undermining the best methods to offer their customers with quality services. Excellent service is an important approach because customer’s loyalty and satisfaction is improved. Customers view value as the as the profit acquired from the trouble encountered such as unfriendly employees, high prices, services which are not attractive and locations that are not convenient to them. With excellent services, profit maximization of the company is improved and customer’s burdens on non-price issues are minimized. Prior researches have concentrated on how services can be measured and nature of customer’s expectations without considering the service quality improvement factor (Loshin, 2011).
This research will help to identify and quantify the relationship between service quality and profits. The profit resulting from improved quality can be determined if the expenditure on the service quality can be ascertained. Quality would need to be described by the customer, whereby it should conform to his or her specification. Most company’s view quality as conformance to organization specifications and this research will help to solve this problem by identifying the best methods of delivering quality service. This research will help to address the questions on how to respond to customers and taking care of them to provide the best quality of service (Hernon, 2011). In short, the research paper will examine the service quality –profit link with different measures of service quality being examined by the customers for feedback. The information will be used to determine the best measure for quality and what the profit driver is.
Introduction
Service quality is defined as the difference between customer competence and expectation compared with other dimensions used to measure quality. There are several measures that can be used to evaluate the quality of service by the customer. These are service accessibility, courtesy, reliability, security, competence, credibility, tangibles, responsiveness, communication and understanding of the customer needs. Zeithaml, Parasuraman, and Berry proposed a service quality scale (SERVQUAL), a generic instrument that has 5 areas of service that have a high correlation. Tangibles, responsiveness, empathy, reliability and assurance have been used (Zeithaml & Bitner, 2003)
The model has been used widely to measure customer satisfaction and customer prefe.
1) The document analyzes the gap in hospital service performance using service quality analysis of patient data collected from a hospital in Surabaya, Indonesia.
2) Service quality analysis was used to measure patient expectations and perceptions of service quality across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy.
3) The results found that expectations exceeded performance for the reliability dimension, while performance met or exceeded expectations for the tangibles and empathy dimensions. The largest positive service quality gap was for the empathy dimension.
Service quality and customer satisfaction in the banking industryPatrick Sweet
This document discusses a study on the relationship between service quality and customer satisfaction in the Ghanaian banking industry, using Ghana Commercial Bank as a case study. It provides background on the importance of service quality and customer satisfaction in banking. The study aims to examine how the five dimensions of service quality (tangibles, reliability, responsiveness, assurance, and empathy) impact customer satisfaction. It also aims to understand how customers would rate these dimensions in terms of importance and need for improvement. The document reviews relevant literature on service quality models and dimensions. It describes the methodology used in the study, which assessed customer expectations and perceptions of service quality at three Ghana Commercial Bank branches using the SERVQUAL instrument.
The document discusses delivering quality tourism services. It defines quality and explains that quality is more important for tourism businesses as the industry becomes more competitive. It also outlines factors that affect a guest's experience, including expectations and dimensions of service quality. Customer satisfaction results from a comparison of expected versus actual quality of service received. Highly satisfied customers provide greater future business and loyalty. Ensuring quality requires selecting, training, and developing staff to understand and meet customer needs and expectations. The document also provides tips for handling service mistakes and establishing service guarantees.
The document discusses several key concepts related to service quality:
1) Service quality aims to satisfy customer needs and lead to customer retention through higher perceived value relative to price paid.
2) A focus on quality improvement and adherence to standards can increase profitability by reducing costs and increasing customer lifetime value.
3) Defining and measuring service quality is complex, as it depends on both technical and functional aspects, as well as customer perceptions and expectations.
4) Managing quality requires understanding customer perspectives, collecting feedback, setting goals, and continuously improving standards.
The document discusses service quality, describing the five dimensions of service quality as reliability, responsiveness, assurance, empathy, and tangibles. It explains the concept of "moments of truth" in customer service and outlines approaches to achieving high quality service, including using statistical process control, implementing unconditional service guarantees, and effective service recovery. The document also addresses the importance of customer satisfaction, feedback, and turning dissatisfied customers into loyal advocates through complaint resolution.
Getting deep insight of service quality modelsdeshwal852
Customer satisfaction is the only way to remain in business for the entrepreneurs. Service quality is the weapon in the hands of businessman by which they can retain the customers. Service quality is a crucial factor for the success of the business firm; if the service provider is rightly aware about the different dimensions of the service quality then it is easy to make the customers satisfied. The present paper makes
an attempt to discuss the various service quality models with reference to pertinent literature.
This document discusses a study examining how customer engagement behaviors are influenced by service convenience, fairness, and quality. The study classified customer engagement behaviors into behaviors directed at the firm/employees and other customers. It hypothesized that perceived service convenience, fairness, and quality would positively impact word-of-mouth referrals, customer help for the company, and customer help for other customers. The results found service convenience and fairness significantly positively influenced all three behaviors, while service quality only positively impacted word-of-mouth.
Service quality and customer satisfaction related to Insurance industrykdore
Early researchers focused mostly on Banking, healthcare, retail, education etc
What is the existing situation of Service Quality in Sri Lankan Life Insurance Industry?
Does Service Quality affect on Customer Satisfaction in Life Insurance Industry?
What are the most important Services Quality dimensions which affect on Customer Satisfaction in Life Insurance Industry?
This document summarizes a student's presentation on measuring service quality at the Grand Oriental Hotel in Dhaka, Bangladesh using the SERVQUAL model. It includes an overview of the hotel, data collection using SERVQUAL dimensions of reliability, responsiveness, assurance, empathy and tangibles. Analysis showed most respondents were satisfied with the hotel's service. Recommendations include maintaining service quality and fulfilling requirements to increase star rating if desired.
This document provides information about a study conducted on customer satisfaction levels towards products and services offered by Heritage Foods Limited at their Medavakkam, Rajakilpakkam store in India. Primary data was collected through questionnaires from customers at this store. The analysis tools used include percentage analysis of factors like reasonable price, product advantage, after-sales service, and store prices. The findings and suggestions aim to improve customer satisfaction levels with respect to these factors. The document also provides background information on Heritage Foods Limited, including their mission, vision, founders, and board of directors.
Service quality is the conformance of service provider's service delivery and the promised communication. SERVQUAL is tool in measuring service quality. Customer defined standards of service delivery are to be understood in order to make customer satisfied by the service delivered.
SERVQUAL Service Quality (July 2014 updated)Michael Ling
Regression and MANOVA analysis.
Review of Parasuraman, A., Zeithaml, V. A., and L. L. Berry (1988), “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing, Vol. 64, No. 1, 12-40.
Effect of Satisfaction on Customer Loyalty in Bimbel Tiki Taka Bekasi IndonesiaIJAEMSJORNAL
This study aims to determine whether there is influence on customer loyalty limb bimbelTiki Taka Harapan Indah Bekasi and how much influence on loyalty customers.The research was conducted at the Tiki Taka Harapan Indah Bekasi. The method used is the library reseach and field reseach data collection using questionnaires with a population of 45 people from the total number of parents enrolled students, obtained a sample of 31 people. The result of linear regression test is a = 20,55, b = 0,57, y = 20,55 + 0,57x. The result of correlation coefficient is r = 0.57. The percentage of influence satisfaction on customer loyalty amounted to 32.49% while the rest of 67.51% influenced by other factors not involved in this study.Test t count 3.74 and t table for n = 31 with degrees of freedom (dk) is n-2 = 29 with error rate 5% (0.05) is 2.045. From the above value is known that t arithmetic 3.74> of t table 2.045 then Ha accepted and Ho rejected. It means that based on data research results then there is Influence between satisfaction with customer loyalty at BimbelTiki Taka Harapan Indah Bekasi.
Effect of Quality of Service and Location on Satisfaction Customer at Pt. Per...YogeshIJTSRD
This study uses qualitative research methods that contain numbers. The population in this study is all customers who shop at PT. Pertamina Retail Bright Store HM. Yamin Medan. Sampling using a kusioner spread with a likert scale that has 5 alternative answers. And analyzed using multiple linear regressions and coefficients of R2 determination with SPSS software for windows version 16. The results showed the following 1 Service Quality has a positive and significant effect on Customer Satisfaction at PT. Pertamina Retail Bright Store HM. Yamin Medan, 2 Location has a positive effect, but not significant to Customer Satisfaction at PT. Pertamina Retail Bright Store HM. Yamin Medan, 3 There is a positive and significant influence between the quality of service and location on customer satisfaction at PT. Pertamina Retail Bright Store HM. Yamin Medan with coefficient of coefficient of collation R of 0.393 and coefficient of determination R2 of 0.155 this means that 15.5 of customer satisfaction is in PT. Pertamina Retail Bright Store HM. Yamin Medan, influenced by the quality of service and location, while the other 84.5 is determined by other variables not described in this study. Kepler Sianturi | Rezkiyana | Riomas Sinurat "Effect of Quality of Service and Location on Satisfaction Customer at Pt. Pertamina Retail Bright Store Hm. Yamin Medan" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-4 , June 2021, URL: https://www.ijtsrd.compapers/ijtsrd41240.pdf Paper URL: https://www.ijtsrd.comother-scientific-research-area/other/41240/effect-of-quality-of-service-and-location-on-satisfaction-customer-at-pt-pertamina-retail-bright-store-hm-yamin-medan/kepler-sianturi
The Effect Service Quality to Customer Satisfaction and Customer Loyalty of A...IOSR Journals
Customer Loyalty is important for cultivated by the company, therefore the aim of this study to prove
how the effect of Service Quality and Customer Satisfaction in enhancing Customer Loyalty. Samples were
service users Railway Transport Argo Bromo Anggrek Jakarta Surabaya by using purposive side. Sample size of
300 respondents. Data analysis using Structural Equation Model (SEM). The results showed that Services
Quality significantly influence to customer satisfaction. Customer Satisfaction significant effect on Customer
Loyalty. Service Quality is not yet significant effect on Customer Loyalty, so that Customer Satisfaction is a
mediator of the relationship Service Quality on Customer Loyalty to PT Argo Bromo Anggrek Train Jakarta-
Surabaya. The implications that Customer Satisfaction is capable of mediating the quality of care in improving
Customer Loyalty.
An Empirical Study on Food and Beverage Service Quality and Customer Satisfac...Dr. Amarjeet Singh
The hotel industry is one of the integral constituents in the flourishing tourism industry and is extremely competitive. In this competitive arena, service quality has become a crucial success factor in maintaining hotel standards. A strong, sustainable, outstanding service industry requires good service quality standards. However, due to the intangible nature of service products, measuring service quality is substantially challengeable than measuring the quality of physical products. Hence, this study attempts to investigate the impact of food and beverage service quality on customer satisfaction in the star graded hotels. Dambulla is one of the major tourist destinations in Sri Lanka, has been identified as the study area. A total of 150 foreign departure tourists who have visited three and above star graded hotels in the respective area were selected through a convenient sampling technique. A widely accepted SERVQUAL model was utilized to ascertain the findings. Primary data were collected through a self-administered structured questionnaire. Descriptive, frequency, Pearson correlation, and multiple regression analysis were conducted to analyze data using SPSS. The results reveal that there is a positive significant impact of tangibility, reliability, responsiveness, assurance of food and beverage service quality on customer satisfaction in the star graded hotels in Dambulla area. On the contrary, empathy shows that there is no impact on customer satisfaction. Moreover, tangibility is the most influential service quality attribute that affects customer satisfaction. Thus, the authorities must pay their attention towards improving the tangible evidence such as staff attires and appearance, aesthetic upkeep of interior and exterior, and provide reliable service for their guests with greater customer care.
Comparative analysis of Retail chains based on SERVQUAL ModelSuresh Singh
This document compares the service quality of grocery and apparel retail chains in India using the SERVQUAL model. For grocery stores, Reliance Fresh scored better than Big Bazaar on several service quality dimensions. For apparel stores, Pantaloon and Globus performed equally well with no significant differences found. The document provides recommendations on areas of improvement for both grocery chains and outlines limitations of the study.
The servqual research for fast food chains, based on respondents from various college goer.
P.S.:The above documents is only for the educational purpose.
Running head: SERVICE QUALITY IMPROVEMENT 1
SERVICE QUALITY IMPROVEMENT 7
Research Project – Week Two
Chris Davey
BUS 642
Instructor Kurt Diesch
July 6, 2015
Abstract
Service quality improvement has been a critical issue to most business settings, rendering them to provide poor services. They focus on spending a lot of money on ill- conceived services and undermining the best methods to offer their customers with quality services. Excellent service is an important approach because customer’s loyalty and satisfaction is improved. Customers view value as the as the profit acquired from the trouble encountered such as unfriendly employees, high prices, services which are not attractive and locations that are not convenient to them. With excellent services, profit maximization of the company is improved and customer’s burdens on non-price issues are minimized. Prior researches have concentrated on how services can be measured and nature of customer’s expectations without considering the service quality improvement factor (Loshin, 2011).
This research will help to identify and quantify the relationship between service quality and profits. The profit resulting from improved quality can be determined if the expenditure on the service quality can be ascertained. Quality would need to be described by the customer, whereby it should conform to his or her specification. Most company’s view quality as conformance to organization specifications and this research will help to solve this problem by identifying the best methods of delivering quality service. This research will help to address the questions on how to respond to customers and taking care of them to provide the best quality of service (Hernon, 2011). In short, the research paper will examine the service quality –profit link with different measures of service quality being examined by the customers for feedback. The information will be used to determine the best measure for quality and what the profit driver is.
Introduction
Service quality is defined as the difference between customer competence and expectation compared with other dimensions used to measure quality. There are several measures that can be used to evaluate the quality of service by the customer. These are service accessibility, courtesy, reliability, security, competence, credibility, tangibles, responsiveness, communication and understanding of the customer needs. Zeithaml, Parasuraman, and Berry proposed a service quality scale (SERVQUAL), a generic instrument that has 5 areas of service that have a high correlation. Tangibles, responsiveness, empathy, reliability and assurance have been used (Zeithaml & Bitner, 2003)
The model has been used widely to measure customer satisfaction and customer prefe.
1) The document analyzes the gap in hospital service performance using service quality analysis of patient data collected from a hospital in Surabaya, Indonesia.
2) Service quality analysis was used to measure patient expectations and perceptions of service quality across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy.
3) The results found that expectations exceeded performance for the reliability dimension, while performance met or exceeded expectations for the tangibles and empathy dimensions. The largest positive service quality gap was for the empathy dimension.
The Gap of Hospital Service Performance By Using Service Quality Analysisiosrjce
IOSR Journal of Computer Engineering (IOSR-JCE) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of computer engineering and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications in computer technology. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
This document discusses customer satisfaction in organizations, with a focus on its importance in the hospitality industry. It defines customer satisfaction as a measure of how well products and services meet or exceed customer expectations. Maintaining high customer satisfaction is key to customer retention, positive word-of-mouth advertising, and business success. In the hospitality industry specifically, customer satisfaction depends on service quality and paying attention to the attributes guests consider most important, like cleanliness, location, and staff friendliness. The document stresses that satisfying existing customers is less costly than acquiring new ones, so hospitality businesses must prioritize policies and practices that promote customer loyalty.
Attaining Customer Satisfaction! The Role of Customer Value and Relation Base...ijmvsc
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A0353010010
1. International Journal of Business and Management Invention
ISSN (Online): 2319 – 8028, ISSN (Print): 2319 – 801X
www.ijbmi.org Volume 3 Issue 5ǁ May. 2014 ǁ PP.01-10
www.ijbmi.org 1 | Page
The Relationship between Service Quality, Customer Satisfaction
and Loyalty in Restaurant Business in East Java
Diah Yulisetiarini
Faculty of Economics, Jember University
ABSTRACT: The aim of this research is to analyze the relationship between service quality and customer
satisfaction as well as service quality and customer loyalty in restaurant business. The sampling technique
utilized in this research is purposive sampling. There are 100 respondents taken as the sample of this
research. The analysis method uses Service Quality (SERVQUAL) analysis and cartesius diagram.Service
Quality (SERVQUAL) analysis result demonstrates that the service quality dimensions consisting of
responsiveness, assurance, empathy, and tangible aspects are able to satisfy customers; meanwhile, reliability
aspect does not satisfy customers since the gap result is negative. The relationship between service quality and
customer loyalty is described in cartesius diagram. Reliability dimension is in A quadrant which means that
restaurant management should improve their reliability. Assurance, tangible, and empathy are included in B
quadrant which imply that restaurant management needs to keep their performance; meanwhile, responsiveness
is in C quadrant which indicates that responsiveness is a low priority variable.
KEYWORDS: Service Quality, responsiveness, assurance, empathy, tangibles, reliability
I. INTRODUCTION
Restaurant business emerges as one of the most favorable business sectors. It can be observed by the
phenomenon of the restaurant business growth in recent years. Even in a small city, like Jember, the number of
new restaurants in recent grows more and more; the number of big restaurants in Jember is even more than ten
restaurants. Each of the restaurants tries to promote its uniqueness either in their service delivery style or in the
offered menu. The location should be strategic. Restaurant should improve its service quality to attract more
customers as well as build luxurious building decorated with Javanese ethnic style during particular events. The
menu served in this restaurant is Indonesia food. Some restaurants in East Java are frequently used for
arranging marriage reception in Javanese culture style. Based on the uniqueness, the restaurants are expected to
be able to attract more and more customers. By trying to improve their service, the restaurants expect to be able
to deliver satisfaction for their customers. Satisfaction is the feeling of customers after comparing performance
(or result) that they perceive to expectation [11]. [19] mentions that there are five major dimensions to measure
service quality: reliability, responsiveness, assurance, empathy, and tangibles. Therefore, restaurant customer’s
satisfaction is not adequate if it is measured by using only tangibles aspect but should involve the other four
dimensions as well.
Empirically, there are several research which measure the relationship between service quality and
customer satisfaction that had been conducted [6] which use medical nurse and automotive repair services.
Other research analyzes service quality by using Servqual model [5] which examines the role of tangibles and
responsiveness dimensions on service quality. The finding of that research [5] states that service quality is the
antecedent of customer satisfaction; and, customer satisfaction strongly influences repurchase behavior.
Some local research which use Servqual model are [7], [17], [9], and [16]. The model that is used [7] reveals the
positive role of physical evidence, people (employees), and process on banking card customers, but does not
influence customer trusts. Most of the research which observe the relationship between service quality and
customer satisfaction use method which is developed by Parasuraman, Zeithaml and Berry [10]. To reveal
service quality, it is measured by using five dimensions consisting of reliability, responsiveness, assurance,
empathy, and tangible. The result shows that the most impactful dimension for service products is different,
depending on the type of the service itself. By delivering satisfaction, costumers will feel respected and
appreciated which then will create positive image on the organization. Thus, important attention on customer
satisfaction as a tool for competition becomes critical since satisfied customers tend to be loyal to particular
organization. Satisfaction is not necessarily measured by using price but also by fulfilling what the customers
expect. Satisfaction can also be seen as a comparison of perceived fairness; yet, unequal comparison particularly
which causes loss or deficit will result in dissatisfaction. Unequal comparison may also result in satisfaction if
customers think that it brings benefit for them unless for those customers who care about morality and ethic.
2. The Relationship Between Service Quality…
www.ijbmi.org 2 | Page
Satisfaction becomes the target to make an organization able to develop and sustainable in handling
tight competitive change. Customer satisfaction becomes the guidance, force, and motivating factor to create
creative and innovative ways so that the organization knows the customers satisfaction as their customers have
used the provided service. Basically, customer satisfaction is simply a condition when needs, wants, and
expectation of the customers are met through the product they consume; particularly for this research, it is
related to the service users. Customer satisfaction involves discrepancy between expectation and performance or
perceived result. The keys to focus on customer satisfaction are assigning employees to directly arrange
relationship with customers and empowering employees to take some needed actions to satisfy the customers.
Restaurant management tries to fulfill the criteria that are considered by their customers, both for its product and
service, to deliver satisfaction for their customers. If customer satisfaction is ignored, there will be a discrepancy
between customer expectation and the restaurant’s service. The key for successful communication with
restaurant customers depends on its employees. Employees take crucial role to satisfy the customers in
restaurant business. Things such as friendliness, reliability, promptness, providing comprehensive and valid
information, assurance, as well as empathy are needed to close the gap between customer expectation and
restaurant service.
Swift development in business causes greater competition; moreover, higher living quality standard
forces each of the business organization to provide higher focus on its customers. When an organization wants
to develop and obtain profit, it should be able to utilize the essential function of organization related to its
marketing effort in better way as well as improve their service quality to make it sustainable and remain
competitive in its industry. The principle which says that “customer is a king” implies that customers should be
well-served by a business organization. Considering this condition, it is clear that customer should be the main
objective for each business organization; therefore, the quality of service depends on the ability of the service
provider to meet its customer expectation consistently. Some research find that customer satisfaction
significantly influences customer loyalty [2], [1]. However, some other research also demonstrates that
satisfaction does not affect loyalty as indicated by the phenomenon that there several satisfied customers which
switch to other product or service which offer better things when they need similar product or service in near
future [8], [14], [18]. Further, another research also says that the different result between those findings is due
to consumer’s characteristic differences such as age, income and knowledge ([4] and [5]). The gap on those
findings emerges a need to conduct further research. The model of this research sees that loyalty is affected by
satisfaction and service quality. [19] says that service quality is one of the significant facts that influences
customer satisfaction; moreover, service quality can be measured by using five dimensions: reliability,
responsiveness, assurance, empathy, and tangible. Research which studies the relationship between service
quality and satisfaction toward loyalty has been conducted [9] in insurance firm which uses Servqual analysis
and concludes that service quality and customer satisfaction significantly influence customer loyalty.Based on
the description above, this research aims to analyze service quality (reliability, responsiveness, assurance,
empathy, and tangible) which affects customer satisfaction customer loyalty in restaurant business as well as to
analyze the role of customer satisfaction on customer loyalty in restaurant business.
II. LITERATURE REVIEW AND CONCEPTUAL MODEL
2.1. The Relationship between Service Quality and Customer Satisfaction
Service quality is closely related to customer satisfaction. The main factor that is powerful in handling
competition is service quality. Good service quality results in good customer satisfaction, and vice versa.
Servqual model (Service quality) is developed by [10], [19] [12]. This model is well-known as Gap Analysis
Model which is tightly correlated to customer satisfaction model based on non-confirmatory design.
2.2. The Relationship between Service Quality and Loyalty
Loyalty occurs from satisfaction which causes positive image toward service; yet, it will result in an
opposed condition when dissatisfaction occurs. As perceived service is equal to expected service, then the
service quality is good or positive; moreover, when perceived service is greater than expected service, the
service quality is considered as ideal. Meanwhile, when perceived service is lower than expected service, the
service quality is negative or poor. Thus, service quality depends on the ability of service provider to meet its
customer’s expectation consistently. The model referred by this research is Servqual modal which is
developed by [10] and [18]. Servqual model is based on the assumption that consumer compares performance
and expectation on each service quality attribute. When the performance is met or greater than the standard,
then the overall perception on that service will be positive and vice versa. Service quality measurement based
on Servqual score can be calculated based on the following formula.
3. The Relationship Between Service Quality…
www.ijbmi.org 3 | Page
In general, SERVQUAL model is based on two hypotheses:
[1] Customers perceive service performance based on two standards – desired standard and adequate standard.
[2] Zone of tolerance separates between desired service and adequate standard.
III. RESEARCH METHODS
3.1. Population and Sample
This is a descriptive research which uses survey method. The population of this research is restaurants
in East Java province. This research utilizes purposive sampling as it has some sample criteria for the eligible
respondents, such as: the restaurant visitors that can be included in this research’s sample should be above 17
years old (by this age, it is expected that the respondents are able to provide clear answers and understand the
questions), the respondents should have ever visited restaurant in East Java at least twice. The number of sample
taken in this research is 100 respondents which are derived from Slovin’s formula to represent the overall
population.
3.2. Data Collection and Measurement
Data collection is conducted by distributing questionnaire. After the data collection process, those data
are then processed by using Service Quality (Servqual) analysis method and cartesius diagram.
IV. ANALYSIS AND RESULTS
Customer satisfaction can be measured by comparing the score of expectation and performance. It is
observed based on the discrepancy (gap) between the expectation and satisfaction scores. When the performance
is equal or greater than the standard, the satisfaction on overall service will be positive.
4.1. Gap between Service Satisfaction and Customer Expectation through Measure of Superiority
(MSS) Calculation
Measure of Superiority (MSS) score indicates Gap between service quality performance and the
expected service quality of the customers. Measure of Superiority (MSS) is the discrepancy between
satisfaction/performance of the service quality and customer expectation. The Measure of Superiority (MSS)
score will be either positive if the performance surpasses expectation (satisfaction is met) or negative when
perceived satisfaction/ performance is lower than what customers expect (dissatisfied customer). This is the
average score of each of service quality dimension as displayed in Table 1.
Table 1: GAP between Service Performance and Customer Expectation in Restaurant Business
No Service Quality Dimensions Performance Expectation GAP
1 Reliability 3.64 3.83 - 0.19
2 Responsiveness 3.68 3.65 0.03
3 Assurance 3.87 3.82 0.05
4 Empathy 3.97 3.82 0.15
5 Tangible 3.94 3.87 0.07
Sum 19.1 18.99 0.11
Source: Research data, 2013
The result presented in the table above shows the performance and expectation on each service quality
dimension which provides customer satisfaction. Measure of Superiority (MSS) calculation indicates that
customer satisfaction has been achieved since the performance score is greater than the expectation score. The
Measure of Superiority (MMS) score is positive.Responsiveness, assurance, empathy, and tangible are
dimensions which are able to provide customer satisfaction as the performance score is greater than the
expectation score. The Measure of Superiority (MMS) is positive; whereas, reliability dimension obtains
negative gap score (-0.19) which indicates that this dimension causes customer dissatisfaction.
The gap between service performance and expectation shows customer satisfaction level. To describe
each of attribute on each variable of service quality dimensions, we can find it in Table 2.
SERVQUAL score = Perception score – Expectation Score
4. The Relationship Between Service Quality…
www.ijbmi.org 4 | Page
Table 2: Gap between Service Performance and Customer Expectation in Restaurant Business
(Each of Attribute)
No Attribute P* E* GAP
1 Reliability
The ability of employees to well-handle the problem faced
by customers
3.78 3.84 -0.06
Promptness of the employees to serve customers 3.73 3.83 -0.10
Easiness in purchase transaction process 3.43 3.84 -0.41
2 Responsiveness
Employees are actively offers easiness in delivering service
to their customers
3.76 3.63 0.13
Employees are able to provide good and friendly answer for
customer’s complaint.
3.62 3.63 -0.01
Customers obtain clear answer related to the facilities of the
offered service
3.68 3.71 -0.03
3 Assurance
The assurance of the cleanliness and hygiene of the offered
product.
4.04 3.93 0.11
Employees surely consider their friendliness in providing
information for their customers
3.64 3.85 -0.21
Customers feel safe when they are in the restaurant 3.93 3.70 0.23
4 Empathy
Customers feel easy to communicate with employees 3.89 3.83 0.06
Employees care about customers’ needs and wants 3.88 3.85 0.03
Customers feel easy in using the offered service 4.14 3.78 0.36
5 Tangibles
The restaurant location is easily accessible 4.14 3.99 0.15
The parking lot is safe since there are employees who are
responsible for and assigned at the parking area
4.03 4.04 -0.01
All of the employees are neat in their appearance 3.65 3.60 0.05
*P represents performance, and E is for expectation
Source: Research data, 2013
In Table 2, we can see that most of the customer satisfactions are not yet achieved from the perceived
service. All of reliability’s attributes do not provide satisfaction. The attributes that have not yet delivered
satisfaction for the customers are “The ability of employees to well-handle the problem faced by customers”
which scores -0.06, “Promptness of the employees to serve customers” which scores -0.10, and “Easiness in
purchase transaction process” which scores -0.41In responsiveness dimension, the attribute that satisfies
customers is “Employees are actively offers easiness in delivering service to their customers” which scores 0.13;
meanwhile, the attributes like “Employees are able to provide good and friendly answer for customer’s
complaint” and “Customers obtain clear answer related to the facilities of the offered service” do not satisfy the
customers as those score -0.01 and 0.03 respectively.
For assurance dimension, the attributes that deliver satisfaction to the customers are “The assurance of
the cleanliness and hygiene of the offered product” which scores 0.11 and “Customers feel safe when they are in
the restaurant” which scores 0.23; whereas, the attribute which says Employees surely consider their friendliness
in providing information for their customers” scores -0.21 which implies that it does not provide satisfaction to
the customers.All of the empathy’s attributes have satisfied customers including “Customers feel easy to
communicate with employees” which scores 0.06, “Employees care about customers’ needs and wants” which
scores 0.03, and “Customers feel easy in using the offered service” which scores 0.36.In tangible dimension, the
attributes which has provided satisfaction to the customers are “The restaurant location is easily accessible” and
“All of the employees are neat in their appearance” which score 0.15 and 0.05 respectively; whereas, “The
parking lot is safe since there are employees who are responsible for and assigned at the parking area” attains -
0.01 which does not satisfy the customers.The greatest satisfaction perceived by customers is on empathy
dimension as the attribute of “Customers feel easy in using the offered service” scores 0.36. The attribute of
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“Easiness in purchase transaction process” obtains -0.41 which demonstrates the highest gap in
reliability dimension. The gap score reflects that the customers’ expectation is quite high but it is not yet equal
to the perceived performance of the delivered service so that it dissatisfies the customers.
4.2. GAP between Service Performance and Customer Minimum Expectation through Measure of
Service Adequacy (MSA) Score Calculation
Measure of Service Adequacy (MSA) score is obtained by substracting minimum expectation of the
customers from service performance. The MSA score will be positive when the performance is greater than
customer expectation. The mean scores of each service quality dimensions are presented in the Table 3 below.
Tabel 3: GAP between Service Quality Performance and Customer’s Minimum Expectation
in Restaurant Business
No Service Quality Dimensions Performance Minimum
Expectation
GAP
1 Reliability 3.64 3.07 0.57
2 Responsiveness 3.68 3.25 0.43
3 Assurance 3.87 3.38 0.49
4 Empathy 3.97 3.47 0.5
5 Tangible 3.94 3.38 0.56
Sum 19.1 16.55 2.6
Source: Research data, 2013
The scores indicate how far the five dimensions of service quality satisfy the minimum expectation of the
customers. Based on the gap, it reflects that customer satisfaction has been optimally fulfilled since the service
performance of the five dimensions has met the minimum satisfaction level of the customers.Reliability,
Responsiveness, Assurance, Empathy, and Tangible are the dimensions that can deliver satisfaction to the
customers as the performance score is greater than the minimum expectation score; in other words, the Measure
of Service Adequacy (MSA) score is positive. If we observe in detail, the gap between performance and
expectation is positive which means that it meets customer satisfaction; further, we can find the gap of each
attribute among the variables of service quality dimensions.
Table 4: GAP between Service Quality Performance and Minimum Expectation
of Restaurant’s Customers (Each Attribute)
No Attribute Performance Minimum
Expectation
GAP
1 Reliability
The ability of employees to well-handle the problem faced
by customers
3.78 3.19 0.59
Promptness of the employees to serve customers 3.73 2.92 0.81
Easiness in purchase transaction process 3.43 3.10 0.33
2 Responsiveness
Employees are actively offers easiness in delivering service
to their customers
3.76 3.24 0.52
Employees are able to provide good and friendly answer for
customer’s complaint.
3.62 3.21 0.41
Customers obtain clear answer related to the facilities of the
offered service
3.68 3.31 0.37
3 Assurance
The assurance of the cleanliness and hygiene of the offered
product.
4.04 3.50 0.54
Employees surely consider their friendliness in providing
information for their customers
3.64 3.20 0.44
Customers feel safe when they are in the restaurant 3.93 3.46 0.47
4 Empathy
Customers feel easy to communicate with employees 3.89 3.56 0.33
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Employees care about customers’ needs and wants 3.88 3.36 0.52
Customers feel easy in using the offered service 4.14 3.50 0.64
5 Tangible
The restaurant location is easily accessible 4.14 3.55 0.59
The parking lot is safe since there are employees who are
responsible for and assigned at the parking area
4.03 3.52 0.51
All of the employees are neat in their appearance 3.65 3.07 0.58
Source: Research Data, 2013
From Table 4, it shows that all of the attributes of each dimension are greater than the minimum
expectation of the customers; thus customer satisfaction perceived from Measure of Service Adequacy (MSA)
has been optimally achieved. The promptness of the employees when serve their customers in reliability
dimension obtains the highest score (0.81); therefore, it implies that this attribute demonstrates the best
performance in fulfilling the minimum expectation of the customers compared to the other service attributes.
The lowest scores are obtained by “easiness in purchase transaction process” attribute (from reliability
dimension) and “Customers feel easy to communicate with employees” attribute (from empathy dimension)
which both get 0.33 as compared to the other attributes which indicate that the performance of the two attributes
are not yet optimum.
4.3. GAP between Maximum Expectation and Minimum Expectation of the Customers to Attain the
Zone of Tolerance
The score of Zone of Tolerance is calculated by subtracting the minimum expectation of the customers
from the maximum expectation. Zone of tolerance demonstrates the area of accepted service by comparing the
expected performance and perceived performance. The mean score of each dimension can be found in Table 5.
Table 5: GAP between Maximum Expectation and Minimum Expectation
of the Customers in Restaurant Business
No Service Quality Dimension Maximum
Expectation
Minimum
Expectation
GAP
1 Reliability 3.83 3.07 0.76
2 Responsiveness 3.65 3.25 0.4
3 Assurance 3.82 3.38 0.44
4 Empathy 3.82 3.47 0.35
5 Tangible 3.87 3.38 0.49
Sum 18.99 16.55 2.44
Source: Research data, 2013
In Table 5, the zone of tolerance is between maximum expectation and minimum expectation based on
what customers want. The highest gap score is on reliability dimension (0.76); whereas, the lowest is on
empathy (0.35). Customers demand best performance on empathy dimension and give the slightest zone of
tolerance on empathy dimension.
The gap between maximum and minimum expectation of the customers which shows the zone of
tolerance for each attribute of the service quality dimensions is described in Table 6.
Table 6: GAP between Maximum Expectation and Minimum Expectation
of the Customers in Restaurant Business (Each Attribute)
No Attributes Maximum
Expectation
Minimum
Expectation
GAP
1 Reliability
The ability of employees to well-handle the problem
faced by customers
3.84 3.19 0.65
Promptness of the employees to serve customers 3.83 2.92 0.91
Easiness in purchase transaction process 3.84 3.10 0.74
2 Responsiveness
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Employees are actively offers easiness in delivering
service to their customers
3.63 3.24 0.39
Employees are able to provide good and friendly answer
for customer’s complaint.
3.63 3.21 0.42
Customers obtain clear answer related to the facilities of
the offered service
3.71 3.31 0.4
3 Assurance
The assurance of the cleanliness and hygiene of the
offered product.
3.93 3.50 0.43
Employees surely consider their friendliness in
providing information for their customers
3.85 3.20 0.65
Customers feel safe when they are in the restaurant 3.70 3.46 0.24
4 Empathy
Customers feel easy to communicate with employees 3.83 3.56 0.27
Employees care about customers’ needs and wants 3.85 3.36 0.49
Customers feel easy in using the offered service 3.78 3.50 0.28
5 Tangible
The restaurant location is easily accessible 3.99 3.55 0.44
The parking lot is safe since there are employees who
are responsible for and assigned at the parking area
4.04 3.52 0.52
All of the employees are neat in their appearance 3.60 3.07 0.53
Source: Research Data, 2013
The table above exhibits that the greatest zone of tolerance is on the “promptness of the employees to
serve the customers” attribute which scores 0.91. It reflects that customers do not expect more on this attribute;
further, they also perceive that this attribute is not quite important. Meanwhile, the thinnest zone of tolerance
which scores 0.24 is on assurance dimension related to “customers feel safe when they are in the restaurant”
attribute. It means that this attribute needs to be more considered since the customers perceive that this attribute
is important.
4.4. Cartesius Diagram
Cartesius diagram is utilized to reveal which attributes that are considered as important by the
restaurant customers but do not get sufficient attention from the restaurant management so that those results in
poor and dissatisfying performance. This diagram consists of four quadrants which are separated by two lines
which intersect perpendicularly:
X = The mean score of the overall attributes of restaurant performance
Y = The mean score of the overall attributes of customer expectation
The border of X variable is 3.82; meanwhile, Y variable is 3.80. The mean scores of the two variables can be
observed in detail on the Table 7 below:
Table 7: The Mean Score of Performance Value and Customer Expectation of Restaurant Customers
No Satisfaction Attributes
The Mean Score
of Expectation
(Y)
The Mean Score
of Performance
( X)
1 The ability of employees to well-handle the problem
faced by customers
3.84 3.78
2 Promptness of the employees to serve customers 3.83 3.73
3 Easiness in purchase transaction process 3.84 3.43
4 Employees are actively offers easiness in delivering
service to their customers
3.63 3.76
5 Employees are able to provide good and friendly answer
for customer’s complaint.
3.63 3.62
6 Customers obtain clear answer related to the facilities of
the offered service
3.71 3.68
7 The assurance of the cleanliness and hygiene of the
offered product.
3.93 4.04
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8 Employees surely consider their friendliness in
providing information for their customers
3.85 3.64
9 Customers feel safe when they are in the restaurant 3.70 3.93
10 Customers feel easy to communicate with employees 3.83 3.89
11 Employees care about customers’ needs and wants 3.85 3.88
12 Customers feel easy in using the offered service 3.78 4.14
13 The restaurant location is easily accessible 3.99 4.14
14 The parking lot is safe since there are employees who
are responsible for and assigned at the parking area
4.04 4.03
15 All of the employees are neat in their appearance 3.60 3.65
Mean 3,80 3.82
Source: Research data, 2013
After we draw the X and Y axis, the next is posting all of the mean scores of the service attributes in the
Cartesius Diagram as the following figure:
Figure 1: Cartesius Diagram
Source: Primary data
IV. DISCUSSION
Cartesius Diagram
a. A Quadrant
At this quadrant, it demonstrates service attributes which are considered as important indicators by
customers but get less attention from restaurant management. It causes dissatisfaction among customers.
Restaurant management should focus on improving its service performance on the attributes in A quadrant. The
attributes included in A quadrant are:
[1] attribute 1 : the ability of employees to handle customer’s problem
[2] attribute 2 : Promptness of the employees to serve customers
[3] attribute 3 : Easiness in purchase transaction process
[4] attribute 8 : Employees surely consider their friendliness in providing information for their customers
b. B Quadrant
In this quadrant, it demonstrates the service attributes that the customers perceive as well-conducted
attribute by the restaurant; thus, those attributes have satisfied the customers. The aim of restaurant management
is to retain the good performance. The attributes which are included in B quadrant are:
[1] attribute 7 : The assurance of the cleanliness and hygiene of the offered product
[2] attribute 10 : Customers feel easy to communicate with employees
[3] attribute 11 : Employees care about customers’ needs and wants
[4] attribute 13 : The restaurant location is easily accessible
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[5] attribute 14 : The parking lot is safe since there are employees who are responsible for and assigned at the
parking area
[6] C Quadrant
This quadrant indicates the service attributes which are considered as less-important attributes. The attributes are
on the average points but do not need further attention from the management (low priority). The attributes which
include in C quadrant are:
[1] attribute 4 : Employees are actively offers easiness in delivering service to their customers
[2] attribute 5 : Employees are able to provide good and friendly answer for customer’s complaint.
[3] attribute 6 : Customers obtain clear answer related to the facilities of the offered service
[4] attribute 15: All of the employees are neat in their appearance
c. D Quadrant
This quadrant also shows service attributes which are not considered as less important attributes by the
customers even the restaurant management has very well-delivered it. The restaurant management should reduce
expenditure for this attributes and expand the savings for this attributes to be allocated to other important
attributes. The savings can be utilized to boost the performance of more important attributes which do not get
proper attention from the restaurant’s manager. The attributes which are included in D quadrant are:
[1] attribute 9 : Customers feel safe when they are in the restaurant
[2] attribute 12 : Customers feel easy in using the offered service
SERVQUAL analysis which demonstrates the overall level of customer satisfaction on restaurant
service quality indicates optimum result since the performance of the five dimensions of service quality are
greater than the maximum expectation of the customers. The minimum expectation on those five dimensions has
been met.From the cartesius diagram analysis, the restaurant management should improve its attributes on A
quadrant and reduce funding on D quadrant to be reallocated on A quadrant. In B quadrant, restaurant
management should be able to improve the existing achievement by retaining its customer satisfaction.
VI. IMPLICATION
This finding theoretically provides contribution that service quality correlates to customer satisfaction.
This research justifies and extends the finding of some prior research [5], [6], [7], [9], [10], and [17] as all of
those research conclude that service quality has correlation with customer satisfaction. This finding supports [2]
and [1]; yet, other research state that the cause of discrepancy on the result of the relationship between
satisfaction and loyalty is due to the differences on consumer’s characteristics such as age, income, and level of
education [4] and [15].
VII. CONCLUSION, LIMITATIONS AND FURTHER RESEARCH
[1] Service quality is correlated to satisfaction for restaurant customers in East Java which, in general, service
quality of restaurants in East Java has satisfied their customers.
[2] Service quality is needed to improve loyalty by enhancing reliability aspects which is in A quadrant. It
means that restaurant management needs to focus on and improve the performance of the reliability
dimension. Assurance, tangibles, and empathy are in B quadrant which means that restaurant management
has to retain their performance. In C quadrant, there is responsiveness dimension which implies a low
priority for restaurant management. Further research needs to examine more variables and adds more
sample number.
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