This document summarizes a research study that examined the influence of service quality on word-of-mouth for participants at private vocational training institutions in East Java, Indonesia. The study analyzed how service quality, institution image, customer relationship management, and participant satisfaction affect word-of-mouth. A survey was conducted of 295 participants across several cities. The results showed that service quality positively influences institution image, customer relationship management, and participant satisfaction, which then positively influence word-of-mouth. Institution image was found to have the largest influence on word-of-mouth. The study provides insights for marketing services in education and training.
Impact of E-Banking Service Quality on Customers' Behavior Intentions Mediati...sadia butt
This document summarizes a research study that examined how e-banking service quality impacts customers' behavior intentions and trust in Pakistan. The study found that higher e-banking service quality positively impacts both customers' trust and their behavior intentions. It also found that trust partially mediates the relationship between e-banking service quality and customers' behavior intentions. This research contributes to understanding how improving online banking services and building customer trust can increase customer retention and loyalty.
Effect of Functional Service Quality on Customer Satisfaction and Image and t...inventionjournals
ABSTRACT: This study aim is to investigate the effect of functional service quality on customer satisfaction and corporate image as well as its impact on loyalty intention. The study is conducted on all hotels in Malang City and Batu City. The sample used is the consumer in 11 three-star hotel in Malang City and Batu City with total samples used are312respondents. Data is collected by questionnaire. Data analysis is performed using Structural Equation Model (SEM) with GESCA as analysis tools. Research findings show that Functional Service Quality significant has significant effect on customer satisfaction and corporate image. Functional Service Quality also has significantly effect the loyal intentions. Corporate image significantly affect on customer satisfaction and loyal intentions. Customer satisfaction affect insignificantly on loyal intentions.
Influence of Workplace Incivility on Counterproductive Work Behavior: Mediat...sadia butt
This study examines the influence of workplace incivility on counterproductive work behaviors among banking employees in Pakistan. It investigates the mediating roles of emotional exhaustion and organizational cynicism, as well as the moderating role of psychological capital. The study found that workplace incivility has a significant positive association with counterproductive work behaviors. Emotional exhaustion and cynicism partially mediate the positive relationship between workplace incivility and counterproductive work behaviors. Additionally, psychological capital moderates the relationship, weakening the positive association between workplace incivility and counterproductive work behaviors. The findings provide useful insights for managing workplace incivility and reducing counterproductive behaviors.
The Role of Consumer Education as Mediator of Service Quality on Customer Sat...theijes
The International Journal of Engineering & Science is aimed at providing a platform for researchers, engineers, scientists, or educators to publish their original research results, to exchange new ideas, to disseminate information in innovative designs, engineering experiences and technological skills. It is also the Journal's objective to promote engineering and technology education. All papers submitted to the Journal will be blind peer-reviewed. Only original articles will be published.
This study examines how customer demographics influence perceptions of service assurance at the State Bank of India. The researcher surveyed 330 bank customers, analyzing the effect of gender, qualification, occupation, income and their interactions on customer ratings of service assurance. The results showed that qualification and occupation had a significant influence. Specifically, undergraduate customers had higher assurance perceptions than graduate customers, and service class customers rated assurance higher than business class customers. The study concluded that banks should strengthen training to build employee expertise and manage customer expectations based on demographics.
11.the drivers of customer loyalty to retail banksAlexander Decker
The document summarizes a study on the drivers of customer loyalty in the retail banking sector in Bangladesh. It identifies the objectives as investigating the interrelationships between service quality, customer satisfaction, corporate image, customer value, and customer loyalty. It also aims to identify the most important driver of customer loyalty. The literature review discusses these constructs and their relationships. It indicates that prior studies show positive correlations between the constructs. The results of this study found all constructs were positively correlated and that customer value is the most important driver of customer loyalty in the Bangladesh retail banking sector.
4.[40 55]the drivers of customer loyalty to retail banksAlexander Decker
The document summarizes a study on the drivers of customer loyalty in the retail banking sector in Bangladesh. It identifies the objectives as investigating the interrelationships between service quality, customer satisfaction, corporate image, customer value, and customer loyalty. It also aims to identify the most important drivers of customer loyalty. A literature review confirmed positive relationships between the constructs. A survey was conducted with 100 retail banking customers. The results found all constructs were positively correlated and that customer value is the most important driver of customer loyalty in the retail banking sector in Bangladesh.
Impact of E-Banking Service Quality on Customers' Behavior Intentions Mediati...sadia butt
This document summarizes a research study that examined how e-banking service quality impacts customers' behavior intentions and trust in Pakistan. The study found that higher e-banking service quality positively impacts both customers' trust and their behavior intentions. It also found that trust partially mediates the relationship between e-banking service quality and customers' behavior intentions. This research contributes to understanding how improving online banking services and building customer trust can increase customer retention and loyalty.
Effect of Functional Service Quality on Customer Satisfaction and Image and t...inventionjournals
ABSTRACT: This study aim is to investigate the effect of functional service quality on customer satisfaction and corporate image as well as its impact on loyalty intention. The study is conducted on all hotels in Malang City and Batu City. The sample used is the consumer in 11 three-star hotel in Malang City and Batu City with total samples used are312respondents. Data is collected by questionnaire. Data analysis is performed using Structural Equation Model (SEM) with GESCA as analysis tools. Research findings show that Functional Service Quality significant has significant effect on customer satisfaction and corporate image. Functional Service Quality also has significantly effect the loyal intentions. Corporate image significantly affect on customer satisfaction and loyal intentions. Customer satisfaction affect insignificantly on loyal intentions.
Influence of Workplace Incivility on Counterproductive Work Behavior: Mediat...sadia butt
This study examines the influence of workplace incivility on counterproductive work behaviors among banking employees in Pakistan. It investigates the mediating roles of emotional exhaustion and organizational cynicism, as well as the moderating role of psychological capital. The study found that workplace incivility has a significant positive association with counterproductive work behaviors. Emotional exhaustion and cynicism partially mediate the positive relationship between workplace incivility and counterproductive work behaviors. Additionally, psychological capital moderates the relationship, weakening the positive association between workplace incivility and counterproductive work behaviors. The findings provide useful insights for managing workplace incivility and reducing counterproductive behaviors.
The Role of Consumer Education as Mediator of Service Quality on Customer Sat...theijes
The International Journal of Engineering & Science is aimed at providing a platform for researchers, engineers, scientists, or educators to publish their original research results, to exchange new ideas, to disseminate information in innovative designs, engineering experiences and technological skills. It is also the Journal's objective to promote engineering and technology education. All papers submitted to the Journal will be blind peer-reviewed. Only original articles will be published.
This study examines how customer demographics influence perceptions of service assurance at the State Bank of India. The researcher surveyed 330 bank customers, analyzing the effect of gender, qualification, occupation, income and their interactions on customer ratings of service assurance. The results showed that qualification and occupation had a significant influence. Specifically, undergraduate customers had higher assurance perceptions than graduate customers, and service class customers rated assurance higher than business class customers. The study concluded that banks should strengthen training to build employee expertise and manage customer expectations based on demographics.
11.the drivers of customer loyalty to retail banksAlexander Decker
The document summarizes a study on the drivers of customer loyalty in the retail banking sector in Bangladesh. It identifies the objectives as investigating the interrelationships between service quality, customer satisfaction, corporate image, customer value, and customer loyalty. It also aims to identify the most important driver of customer loyalty. The literature review discusses these constructs and their relationships. It indicates that prior studies show positive correlations between the constructs. The results of this study found all constructs were positively correlated and that customer value is the most important driver of customer loyalty in the Bangladesh retail banking sector.
4.[40 55]the drivers of customer loyalty to retail banksAlexander Decker
The document summarizes a study on the drivers of customer loyalty in the retail banking sector in Bangladesh. It identifies the objectives as investigating the interrelationships between service quality, customer satisfaction, corporate image, customer value, and customer loyalty. It also aims to identify the most important drivers of customer loyalty. A literature review confirmed positive relationships between the constructs. A survey was conducted with 100 retail banking customers. The results found all constructs were positively correlated and that customer value is the most important driver of customer loyalty in the retail banking sector in Bangladesh.
This document summarizes a study that examines the relationships between customer service quality, product quality, customer satisfaction, and customer loyalty in the Indian automotive industry. The study hypothesizes that customer service quality and product quality positively influence customer satisfaction, and that customer satisfaction positively influences customer loyalty. A questionnaire was administered to owners of Tata Indica cars to collect data, which was then analyzed using regression and ANOVA to test the hypotheses. Results showed high positive correlations between the constructs of customer service quality, product quality, customer satisfaction, and customer loyalty.
Consumer Behaviour for selecting telecom operatorSyed thamins
This my research project for my MBA. I conducted the study in Kenyan market. The results are attached. This file will be usefull to the operators, students and govt. agencies. If u need any info let me know.
Level of passengers’ satisfaction of metro mass transit ltd.’s service delive...Alexander Decker
This document summarizes a study that investigated passenger satisfaction levels with Metro Mass Transit Ltd. (MMT) bus service in Koforidua, Ghana. The study found that:
1) About 60% of passengers were satisfied with MMT service, 20% were indifferent, and 20% were dissatisfied, indicating 40% could switch to other providers.
2) Surveys of passengers found that over 50% felt buses were neat, but 40% felt conductors and drivers were not neat. Nearly 60% felt buses were reliable, but over 30% felt they were not.
3) The study recommends that MMT provide regular customer service training to staff to improve service quality and increase passenger satisfaction levels
Service quality and customer satisfaction in the public sector the case of ...CosmasCHIKWAWAWA1
This document summarizes a study that assessed customer satisfaction levels among pensioners served by the National Social Security Authority (NSSA) in Zimbabwe. A survey was conducted of 162 pensioners using a questionnaire based on the SERVQUAL model of service quality. The results found that the overall satisfaction rate was 62%, with the main reason for dissatisfaction being slow processing of pension claims. Tangibles, reliability, and empathy had the strongest influence on satisfaction, followed by assurance and responsiveness. The study concluded that while NSSA performed well on some service quality dimensions, improvements were needed in reliability and responsiveness.
The Effect of Service Quality on Loyalty using Satisfaction as an Intervening...IJAEMSJORNAL
This research aims to discover and analyse the effect of service quality on loyalty of entrepreneurs in Bonded Zone using entrepreneurs’ satisfaction as the intervening variable. Research population is Bonded Stockpile Entrepreneurs in the Operational Area of Supervision and the Office of Customs and Excise Type Madya A Bekasi, particularly entrepreneurs in Bonded Zone. According to Slovin's formula, the number of respondents is 70. Data analysis is conducted using path analysis. Result of the research indicates that all proposed hypotheses are accepted and proven true.
This document summarizes a research paper that examined predictors of customer loyalty to mobile service providers in South Africa. The research paper investigated the relationships between mobile service quality, customer satisfaction, customer trust, customer intimacy, and customer loyalty using a survey of 151 mobile customers. The results found that mobile service quality positively influences customer satisfaction, and customer satisfaction positively influences customer trust and intimacy. Additionally, customer trust and intimacy were found to positively influence customer loyalty. The research discusses implications for both academics and mobile service provider managers, and suggests areas for future research.
This document is a certificate stating that the attached research project report titled "Consumer's preference and satisfaction towards pre-paid GSM telecom service provider in Indore" was conducted by Sandip Jalebar for their MBA degree. It acknowledges the guidance of their project supervisor Shikha Chaturvedi. The research examines customer satisfaction and service quality factors for mobile service providers in Indore through surveys and statistical analysis.
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...Waqas Tariq
The purpose of this article is to find out the customer perceptions and expectations regarding service qualities in the Govt. owned commercial banks of Bangladesh. The average experience with the bank of customer is between 5 to 9 years that indicate their capability to understand and evaluate the services of the bank. From the descriptive analysis we found that almost all the customers are dissatisfied with the perception level in all dimensions of service quality. But from the mentioned service dimensions resulting in expectations are Assurance (mean score 3.56) and Responsiveness (mean score 3.68), that the customers expect more service standards from the bank which indicate more courtesy, ability of employees inspire trust & confidence of the customer and their willingness to help & provide prompt services. Customers want little bit moderation in Empathy (mean score 3.44), that they need few more in caring and individualized attention from the bank. On the basis of age group, almost all the age group is dissatisfied with the services that are currently served by the bank. In Expectation level, the young age group of 20-29 years and 30-39 years expect more service standards than from other age group. Paired sample test shows a significant difference between customer perceptions and the customer expectations regarding Assurance, Empathy, Tangibility and Responsiveness but no significant difference in Reliability.
This document is a project report submitted by Gaurab Dutta for the partial fulfillment of an MBA degree. The report examines customer satisfaction and loyalty in logistics services provided by DHL Express (I) Pvt Ltd in India. The research aims to identify determinants of customer loyalty in relationships between logistics service providers and their customers, considering different relationship characteristics and cultural contexts. The starting point is a study by Wallenburg on customer loyalty in relationships between logistics service providers and customers. Factors determining loyalty will be proposed and interdependencies identified to develop a comprehensive explanatory model of customer loyalty in this context.
Assessment of Service Quality in Higher Education: Case Study in Private Univ...inventionjournals
Service quality is one factor that is considered in managing an educational institution. Student satisfaction is the result of perceived service quality of students during the educational process. The purpose of this study is to explore the student's perspective on the service quality received during the learning process. Data collected from students and the questionnaires collected were 95 respondents. IPA analysis is used in order to identify the attributes of service quality from the students’ perspective of level of importance and the perceived performance. Result show that there is a gap between importance and performance attributes of service quality. Based on the cartesius diagram there are two attributes in quadrant I are top priority for improvement. These attributes are fast service and student exchange programs.Based on the customer satisfaction index results showed that the service quality that has been given by university in the criteria of reasonable satisfactory. The results of this analysis are expected to assist management in improving the quality of service to the students in terms of both academic and non-academic, because private universities received the largest inflowfrom students. Recommendations are also discussed to obtain more comprehensive results in measuring student satisfaction
This document summarizes a research study that analyzed the impact of organizational citizenship behavior (OCB) on service quality in banks in Sri Lanka's Vavuniya District. The study used questionnaires to measure OCB and service quality. Regression analysis and correlations were performed on the data. The results showed that while OCB had a positive relationship with service quality, it did not significantly impact service quality. The researchers concluded that banks should focus on improving service quality and performance through encouraging employees' OCB in order to build better customer relationships and service quality.
summer training on Customer Satisfaction at Shri Krishna Rolling Mills Ltd.Aparna Sharma
This document summarizes a summer training report on customer satisfaction at Sri Krishna Rolling Mills Ltd. in Jaipur, India. The report discusses research methodology used including objectives, sampling, and sample size. It provides an overview of the company, its products, mission, and certifications. Data is analyzed from customer surveys on factors influencing purchases, satisfaction levels, and preferred payment methods. Key findings indicate quality and price most influence customers while some desire better service and availability. Suggestions include emphasizing service, improving marketing strategies, and considering customers' payment preferences to increase satisfaction.
Customer Satisfaction Survey and consumer behaviour report towards Airtelsruthisubhash
This document provides an overview of customer satisfaction measurement and surveys. It discusses definitions of customer satisfaction, key factors that determine accuracy in measurement like representative sampling, and common methodologies used like SERVQUAL, Kano model, and J.D. Power surveys. Improving customer satisfaction requires understanding customer expectations and feedback through surveys. The benefits of surveys are that they can quickly capture information at low cost, but responses may be influenced by biases.
A comparative study of service quality evaluation of selected life insurance 172paperpublications3
This document presents a study comparing the service quality of selected public and private life insurance companies in India's Rohilkhand region. Data was collected from 350 customers of LIC, ICICI Prudential, Reliance Life Insurance, and Bajaj Allianz using a SERVQUAL questionnaire. The study analyzed customers' expectations and perceptions of the five SERVQUAL dimensions - tangibility, reliability, responsiveness, assurance, and empathy. For LIC, responsiveness had the largest gap, indicating dissatisfaction with response times. For ICICI Prudential, reliability and tangibility had the largest gaps. In both cases, empathy had the smallest gap, showing customers were satisfied with understanding of their needs.
Purpose: The main purpose of this study is to propose an empirical conceptual framework to gauge the elements that would affect loyalty of telecommunication consumers of Pakistan.
Design/methodology/approach: This study intends to use the quantitative approach by getting the responses from actual customers of telecommunication industry. The SEM approach will be used via PLS for data analysis.
Factors determining the customer satisfaction & loyalty a study of mobile tel...Cuong Dinh
This study examined factors that influence customer satisfaction and loyalty in Bangladesh's mobile telecommunications industry. A conceptual model was developed relating service quality to customer satisfaction and relating service quality, switching costs, and trust to customer loyalty. A survey was administered to 300 customers of three mobile operators. Regression analysis found:
1) A significant positive relationship between service quality and customer satisfaction, with service quality explaining 10.2% of the variation in customer satisfaction.
2) A significant positive relationship between service quality and customer loyalty, but service quality explained only 4.6% of the variation in customer loyalty.
3) A significant positive relationship between switching costs and customer loyalty, but switching costs explained only 5.4% of the
The Death of Marketing & The Rise of the Content Engineer 2schulmanthorogood
The document discusses how customer behaviors and demands are changing, requiring companies to adapt their marketing approaches. It outlines the rise of user-generated content and social media as important conversations that companies need to listen to. It then provides guidance on how to become a "content engineer" by understanding goals, creating a content strategy, using data analytics, developing relevant content, distributing content widely, and continuously measuring and optimizing efforts.
This document reports on a study that examined the effects of service quality and product quality on corporate image, customer satisfaction, and customer trust using structural equation modeling. Data was collected through surveys of 149 savings account customers of Bank Negara Indonesia in four cities in East Java Province. The results of the study found that service quality had a significant positive effect on corporate image and customer satisfaction. Product quality also had a significant positive effect on corporate image, customer value, and customer satisfaction. Corporate image was found to have a significant positive effect on customer trust, and customer satisfaction had a significant positive effect on customer trust.
The Effect Of Human Resource Management Functions On Quality Of Services (Ca...inventionjournals
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 Training on Employee Performance (Banking Sector Karachi)iosrjce
The purpose of this research is to determine factors that impact training in banks of Karachi and
how they affect employee performance. The study observe that how training needs establish, how effective the
training methods of banks and their influence of employee performance. Literature review revealed that training
is one of the key element that help employees to gain knowledge and confer motivation ad satisfaction. Training
enhance skills and abilities of employees. Through training employee learn teamwork and integrity. On the
other hand, it also contribute positively towards development of employee performance along with other factors.
The research conclusively find that training affects the performance of employees in banks of Karachi. This is
indicate by the training framework which is designed to achieve organization strategic goals. Data was
collected from Banks of Karachi. Random sampling technique is used by researcher to gather responses from
100 employees through questionnaire. Analysis is done by regression and correlation technique. The findings of
research have shown that the factors of training have positive impact on employee performance of banks of
Karachi.
CHAPTER:-1
INTRODUCTION OF THE STUDY
The report contains the brief description of the state bank of India. It contains the finding and analysis of the survey conducted to gather primary data to judge the importance of various attributes that influence the satisfaction of customer in different manner and to the different extent. These attributes are classified as initial experience, service delivery experience, relationship experience and grievance handling. Further an attempt has been made to know the overall satisfaction of the customer.
Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals. Customer service proves to be one of the most important factors governing business.
OBJECTIVE OF THE STUDY:-
• TO find out the customer feedback i.e. improvement required or suggestion.
• To find out the relationship between bank and the customer.
• To study the Satisfaction of customers towards the ― state bank of India.
• To Identify the factors that influences the customer behavior of ―state bank of India.
• To identify the factors those influence the selection of SBI banking services in MUMBAI DISTRICT.
SCOPE OF THE STUDY:-
The present study was undertaken to know the preference of the customer towards state bank of India (SBI). The problem of the customer is they are not aware of the services provided by their bank. The study also force on the customer perception that how the banking services can be improved. In my study I have used both primary sources of data as well as secondary sources of data.
• The study has been conducted on behalf of ―STATE BANK OF INDIA.
• The study is confined to the Mumbai region.
• The study covers the service providers and users of ―STATE BANK OF INDIA.
• The study has put forward the Customers as well as acceptability behavior for the services.
• The scope of the study is to find out the ―Customer Satisfaction
Limitations of the Study:-
The study report consists of few limitations:-
• The report has been conducted within a limited time frame.
• The study is self financed.
• The study is limited to the customer of Mumbai only.
• Only selected Branches and Banks have been considered for the study.
• Samples were selected conveniently.
• The sample size does not represent the total population.
• The sample of size is limited to 30 only and the sample size may not represent whole market.
LITERATURE REVIEW:-
This document summarizes a study that examines the relationships between customer service quality, product quality, customer satisfaction, and customer loyalty in the Indian automotive industry. The study hypothesizes that customer service quality and product quality positively influence customer satisfaction, and that customer satisfaction positively influences customer loyalty. A questionnaire was administered to owners of Tata Indica cars to collect data, which was then analyzed using regression and ANOVA to test the hypotheses. Results showed high positive correlations between the constructs of customer service quality, product quality, customer satisfaction, and customer loyalty.
Consumer Behaviour for selecting telecom operatorSyed thamins
This my research project for my MBA. I conducted the study in Kenyan market. The results are attached. This file will be usefull to the operators, students and govt. agencies. If u need any info let me know.
Level of passengers’ satisfaction of metro mass transit ltd.’s service delive...Alexander Decker
This document summarizes a study that investigated passenger satisfaction levels with Metro Mass Transit Ltd. (MMT) bus service in Koforidua, Ghana. The study found that:
1) About 60% of passengers were satisfied with MMT service, 20% were indifferent, and 20% were dissatisfied, indicating 40% could switch to other providers.
2) Surveys of passengers found that over 50% felt buses were neat, but 40% felt conductors and drivers were not neat. Nearly 60% felt buses were reliable, but over 30% felt they were not.
3) The study recommends that MMT provide regular customer service training to staff to improve service quality and increase passenger satisfaction levels
Service quality and customer satisfaction in the public sector the case of ...CosmasCHIKWAWAWA1
This document summarizes a study that assessed customer satisfaction levels among pensioners served by the National Social Security Authority (NSSA) in Zimbabwe. A survey was conducted of 162 pensioners using a questionnaire based on the SERVQUAL model of service quality. The results found that the overall satisfaction rate was 62%, with the main reason for dissatisfaction being slow processing of pension claims. Tangibles, reliability, and empathy had the strongest influence on satisfaction, followed by assurance and responsiveness. The study concluded that while NSSA performed well on some service quality dimensions, improvements were needed in reliability and responsiveness.
The Effect of Service Quality on Loyalty using Satisfaction as an Intervening...IJAEMSJORNAL
This research aims to discover and analyse the effect of service quality on loyalty of entrepreneurs in Bonded Zone using entrepreneurs’ satisfaction as the intervening variable. Research population is Bonded Stockpile Entrepreneurs in the Operational Area of Supervision and the Office of Customs and Excise Type Madya A Bekasi, particularly entrepreneurs in Bonded Zone. According to Slovin's formula, the number of respondents is 70. Data analysis is conducted using path analysis. Result of the research indicates that all proposed hypotheses are accepted and proven true.
This document summarizes a research paper that examined predictors of customer loyalty to mobile service providers in South Africa. The research paper investigated the relationships between mobile service quality, customer satisfaction, customer trust, customer intimacy, and customer loyalty using a survey of 151 mobile customers. The results found that mobile service quality positively influences customer satisfaction, and customer satisfaction positively influences customer trust and intimacy. Additionally, customer trust and intimacy were found to positively influence customer loyalty. The research discusses implications for both academics and mobile service provider managers, and suggests areas for future research.
This document is a certificate stating that the attached research project report titled "Consumer's preference and satisfaction towards pre-paid GSM telecom service provider in Indore" was conducted by Sandip Jalebar for their MBA degree. It acknowledges the guidance of their project supervisor Shikha Chaturvedi. The research examines customer satisfaction and service quality factors for mobile service providers in Indore through surveys and statistical analysis.
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...Waqas Tariq
The purpose of this article is to find out the customer perceptions and expectations regarding service qualities in the Govt. owned commercial banks of Bangladesh. The average experience with the bank of customer is between 5 to 9 years that indicate their capability to understand and evaluate the services of the bank. From the descriptive analysis we found that almost all the customers are dissatisfied with the perception level in all dimensions of service quality. But from the mentioned service dimensions resulting in expectations are Assurance (mean score 3.56) and Responsiveness (mean score 3.68), that the customers expect more service standards from the bank which indicate more courtesy, ability of employees inspire trust & confidence of the customer and their willingness to help & provide prompt services. Customers want little bit moderation in Empathy (mean score 3.44), that they need few more in caring and individualized attention from the bank. On the basis of age group, almost all the age group is dissatisfied with the services that are currently served by the bank. In Expectation level, the young age group of 20-29 years and 30-39 years expect more service standards than from other age group. Paired sample test shows a significant difference between customer perceptions and the customer expectations regarding Assurance, Empathy, Tangibility and Responsiveness but no significant difference in Reliability.
This document is a project report submitted by Gaurab Dutta for the partial fulfillment of an MBA degree. The report examines customer satisfaction and loyalty in logistics services provided by DHL Express (I) Pvt Ltd in India. The research aims to identify determinants of customer loyalty in relationships between logistics service providers and their customers, considering different relationship characteristics and cultural contexts. The starting point is a study by Wallenburg on customer loyalty in relationships between logistics service providers and customers. Factors determining loyalty will be proposed and interdependencies identified to develop a comprehensive explanatory model of customer loyalty in this context.
Assessment of Service Quality in Higher Education: Case Study in Private Univ...inventionjournals
Service quality is one factor that is considered in managing an educational institution. Student satisfaction is the result of perceived service quality of students during the educational process. The purpose of this study is to explore the student's perspective on the service quality received during the learning process. Data collected from students and the questionnaires collected were 95 respondents. IPA analysis is used in order to identify the attributes of service quality from the students’ perspective of level of importance and the perceived performance. Result show that there is a gap between importance and performance attributes of service quality. Based on the cartesius diagram there are two attributes in quadrant I are top priority for improvement. These attributes are fast service and student exchange programs.Based on the customer satisfaction index results showed that the service quality that has been given by university in the criteria of reasonable satisfactory. The results of this analysis are expected to assist management in improving the quality of service to the students in terms of both academic and non-academic, because private universities received the largest inflowfrom students. Recommendations are also discussed to obtain more comprehensive results in measuring student satisfaction
This document summarizes a research study that analyzed the impact of organizational citizenship behavior (OCB) on service quality in banks in Sri Lanka's Vavuniya District. The study used questionnaires to measure OCB and service quality. Regression analysis and correlations were performed on the data. The results showed that while OCB had a positive relationship with service quality, it did not significantly impact service quality. The researchers concluded that banks should focus on improving service quality and performance through encouraging employees' OCB in order to build better customer relationships and service quality.
summer training on Customer Satisfaction at Shri Krishna Rolling Mills Ltd.Aparna Sharma
This document summarizes a summer training report on customer satisfaction at Sri Krishna Rolling Mills Ltd. in Jaipur, India. The report discusses research methodology used including objectives, sampling, and sample size. It provides an overview of the company, its products, mission, and certifications. Data is analyzed from customer surveys on factors influencing purchases, satisfaction levels, and preferred payment methods. Key findings indicate quality and price most influence customers while some desire better service and availability. Suggestions include emphasizing service, improving marketing strategies, and considering customers' payment preferences to increase satisfaction.
Customer Satisfaction Survey and consumer behaviour report towards Airtelsruthisubhash
This document provides an overview of customer satisfaction measurement and surveys. It discusses definitions of customer satisfaction, key factors that determine accuracy in measurement like representative sampling, and common methodologies used like SERVQUAL, Kano model, and J.D. Power surveys. Improving customer satisfaction requires understanding customer expectations and feedback through surveys. The benefits of surveys are that they can quickly capture information at low cost, but responses may be influenced by biases.
A comparative study of service quality evaluation of selected life insurance 172paperpublications3
This document presents a study comparing the service quality of selected public and private life insurance companies in India's Rohilkhand region. Data was collected from 350 customers of LIC, ICICI Prudential, Reliance Life Insurance, and Bajaj Allianz using a SERVQUAL questionnaire. The study analyzed customers' expectations and perceptions of the five SERVQUAL dimensions - tangibility, reliability, responsiveness, assurance, and empathy. For LIC, responsiveness had the largest gap, indicating dissatisfaction with response times. For ICICI Prudential, reliability and tangibility had the largest gaps. In both cases, empathy had the smallest gap, showing customers were satisfied with understanding of their needs.
Purpose: The main purpose of this study is to propose an empirical conceptual framework to gauge the elements that would affect loyalty of telecommunication consumers of Pakistan.
Design/methodology/approach: This study intends to use the quantitative approach by getting the responses from actual customers of telecommunication industry. The SEM approach will be used via PLS for data analysis.
Factors determining the customer satisfaction & loyalty a study of mobile tel...Cuong Dinh
This study examined factors that influence customer satisfaction and loyalty in Bangladesh's mobile telecommunications industry. A conceptual model was developed relating service quality to customer satisfaction and relating service quality, switching costs, and trust to customer loyalty. A survey was administered to 300 customers of three mobile operators. Regression analysis found:
1) A significant positive relationship between service quality and customer satisfaction, with service quality explaining 10.2% of the variation in customer satisfaction.
2) A significant positive relationship between service quality and customer loyalty, but service quality explained only 4.6% of the variation in customer loyalty.
3) A significant positive relationship between switching costs and customer loyalty, but switching costs explained only 5.4% of the
The Death of Marketing & The Rise of the Content Engineer 2schulmanthorogood
The document discusses how customer behaviors and demands are changing, requiring companies to adapt their marketing approaches. It outlines the rise of user-generated content and social media as important conversations that companies need to listen to. It then provides guidance on how to become a "content engineer" by understanding goals, creating a content strategy, using data analytics, developing relevant content, distributing content widely, and continuously measuring and optimizing efforts.
This document reports on a study that examined the effects of service quality and product quality on corporate image, customer satisfaction, and customer trust using structural equation modeling. Data was collected through surveys of 149 savings account customers of Bank Negara Indonesia in four cities in East Java Province. The results of the study found that service quality had a significant positive effect on corporate image and customer satisfaction. Product quality also had a significant positive effect on corporate image, customer value, and customer satisfaction. Corporate image was found to have a significant positive effect on customer trust, and customer satisfaction had a significant positive effect on customer trust.
The Effect Of Human Resource Management Functions On Quality Of Services (Ca...inventionjournals
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 Training on Employee Performance (Banking Sector Karachi)iosrjce
The purpose of this research is to determine factors that impact training in banks of Karachi and
how they affect employee performance. The study observe that how training needs establish, how effective the
training methods of banks and their influence of employee performance. Literature review revealed that training
is one of the key element that help employees to gain knowledge and confer motivation ad satisfaction. Training
enhance skills and abilities of employees. Through training employee learn teamwork and integrity. On the
other hand, it also contribute positively towards development of employee performance along with other factors.
The research conclusively find that training affects the performance of employees in banks of Karachi. This is
indicate by the training framework which is designed to achieve organization strategic goals. Data was
collected from Banks of Karachi. Random sampling technique is used by researcher to gather responses from
100 employees through questionnaire. Analysis is done by regression and correlation technique. The findings of
research have shown that the factors of training have positive impact on employee performance of banks of
Karachi.
CHAPTER:-1
INTRODUCTION OF THE STUDY
The report contains the brief description of the state bank of India. It contains the finding and analysis of the survey conducted to gather primary data to judge the importance of various attributes that influence the satisfaction of customer in different manner and to the different extent. These attributes are classified as initial experience, service delivery experience, relationship experience and grievance handling. Further an attempt has been made to know the overall satisfaction of the customer.
Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals. Customer service proves to be one of the most important factors governing business.
OBJECTIVE OF THE STUDY:-
• TO find out the customer feedback i.e. improvement required or suggestion.
• To find out the relationship between bank and the customer.
• To study the Satisfaction of customers towards the ― state bank of India.
• To Identify the factors that influences the customer behavior of ―state bank of India.
• To identify the factors those influence the selection of SBI banking services in MUMBAI DISTRICT.
SCOPE OF THE STUDY:-
The present study was undertaken to know the preference of the customer towards state bank of India (SBI). The problem of the customer is they are not aware of the services provided by their bank. The study also force on the customer perception that how the banking services can be improved. In my study I have used both primary sources of data as well as secondary sources of data.
• The study has been conducted on behalf of ―STATE BANK OF INDIA.
• The study is confined to the Mumbai region.
• The study covers the service providers and users of ―STATE BANK OF INDIA.
• The study has put forward the Customers as well as acceptability behavior for the services.
• The scope of the study is to find out the ―Customer Satisfaction
Limitations of the Study:-
The study report consists of few limitations:-
• The report has been conducted within a limited time frame.
• The study is self financed.
• The study is limited to the customer of Mumbai only.
• Only selected Branches and Banks have been considered for the study.
• Samples were selected conveniently.
• The sample size does not represent the total population.
• The sample of size is limited to 30 only and the sample size may not represent whole market.
LITERATURE REVIEW:-
SERVICE QUALITY ASSESSMENT AND STUDENT SATISFACTION IN BUSINESS SCHOOLS: MEDI...sadia butt
BUTT, Sadia. SERVICE QUALITY ASSESSMENT AND STUDENT SATISFACTION IN BUSINESS SCHOOLS: MEDIATING ROLE OF PERCEIVED VALUE. MOJEM: Malaysian Online Journal of Educational Management, [S.l.], v. 9, n. 1, p. 58-76, dec. 2020. ISSN 2289-4489. Available at: <https://mojem.um.edu.
Empowerment and its Relation with the Job Performance Among the Bank Employee...Dr. Amarjeet Singh
Empowerment of employees give them the power
and responsibility in order to enhance their self-confidence
and give them freedom to perform well. The performance of
employees is the final product sought by all organizations,
which is an indicator for success and failure. The primary
objective of this study is to assess the extents of empowerment
and the level of job performance among the bank employees in
the Kingdom of Bahrain and if there is a significant
correlation between both variables. The descriptive study was
based on surveying 250 employees and managers from 5 main
banks in Bahrain. The questionnaire measured the
empowerment level as well as the job performance level
among the respondents and the correlation between them. As
considered the main two variables of the study. The survey
questionnaire was developed and modified by the researcher
according to the scope of the study. The response rate was
80%. The study data and hypotheses were examined by
statistical analysis done on SPSS 25.0. Most of the respondents
found that the level of empowerment and job performance
were at very high level in banks in Bahrain. The study found a
strong correlation between empowerment of employees and
job performance. Thus, the alternative hypothesis was
accepted. The findings support the high level of empowerment
of employees and job performance and there is a strong
correlation between them.
Examine the relationship between internal marketing & internalAlexander Decker
This document summarizes a study that examines the relationship between internal marketing and internal service quality in Saudi public hospitals. The study surveyed 500 employees and found: 1) There is no relationship between internal marketing and recruiting/retaining employees; 2) There are positive relationships between internal marketing and employee motivation, development, and support systems; 3) Internal marketing can enhance internal service quality by satisfying employees. The study provides recommendations to strengthen the relationship between internal marketing and service quality in hospitals.
This study evaluated factors influencing job satisfaction among bank officers in Bangladesh. It found that salary, work efficiency, fringe benefits, supervision, and coworker relations were the most important factors. Officers at private banks reported higher job satisfaction than those at public banks, likely due to better facilities and work environments at private banks. Work experience was also an important factor, while gender and age had relatively less impact on satisfaction levels. Overall, bank officers in Bangladesh reported positive levels of job satisfaction.
4.[40 55]the drivers of customer loyalty to retail banksAlexander Decker
The document summarizes a study on the drivers of customer loyalty in the retail banking sector in Bangladesh. It identifies the objectives as investigating the interrelationships between service quality, customer satisfaction, corporate image, customer value, and customer loyalty. It also aims to identify the most important driver of customer loyalty. The literature review discusses these constructs and their relationships. A survey was conducted with 100 retail banking customers in Bangladesh to understand these relationships. The results found that all the constructs are positively correlated with each other and that customer value is the most important driver of customer loyalty in the retail banking sector in Bangladesh.
Opportunities and Challenges Inherent In Technical and Vocational Schools; Co...inventionjournals
Present study is to evaluate quality and quantity of technical and vocational courses to study the present status and improve activities regarding centers' manager and employers' thoughts in Alborz province. Considering the fact that centers' manager at commence and employers at the end deal with probationers; their needs analysis and adaptation of training policies with their need is one of the important aspect of evaluation and their comments regarding students' knowledge level, acquired skill and capability in assigned tasks is important. This research has evaluated the quality and quantity of technical and vocational courses in Alborz province and girl students and graduated students success in these courses as an unofficial training system. Method of this research is qualitative and quantitative (mixed) and population for this study is technical and vocational training centers' manager and employers. Instrument of study includes a questionnaire that it is provided with Servqual model by researcher. In order to analyze the data, descriptive and inferential statistics, coding and SPSS software were used. Findings showed that the mean of physical services, validity, accountability, reassurance and empathy in girl technical and vocational training centers are in optimal level in centers' manager thought and whereas employers' thought different
This document provides an introduction and literature review for a study on the relationships between service quality, customer satisfaction, and customer loyalty in the retail banking sector in India. It begins with background on the importance of these factors in banking. The study aims to identify the critical factors influencing customer satisfaction and loyalty, and examine the interrelationships between service quality, satisfaction, and loyalty. A research model and hypotheses are proposed based on literature suggesting positive correlations between the constructs. The methodology section outlines plans to survey bank customers using validated scales to measure the variables and test the hypotheses through statistical analysis.
The purpose of this study is to determine the significance of the effect of service quality,
reference groups and facilities on decision making. The study is conducted by survey, the number of samples in
this study are 125 respondents. The research method used in this study is descriptive analysis method
This study attempts to evaluate job satisfaction of bank officers in Bangladesh. It focuses on the relative
importance of job satisfaction factors and their impacts on the overall job satisfaction of officers. It also investigates the impacts of bank type, work experience, age, and sex
differences on the attitudes toward
job Satisfaction. The result shows that
salary, efficiency in work, fringe
supervision, and co-worker relation are the most important factors contributing
to job satisfaction. Private bank officers have higher levels of job satisfaction than those from public sectors as they enjoy better facilities
and supportive work environment. Work
experience is found as the second most
important factor affecting job
satisfaction. Sex and age differences have relatively lower level of impact on
it. The overall job satisfaction of the bank officers is at the positive level.
This study evaluates job satisfaction among bank officers in Bangladesh. It finds that salary, work efficiency, benefits, supervision, and coworker relations are the most important job satisfaction factors. Private bank officers have higher satisfaction than public bank officers, as private banks provide better facilities and environment. Work experience also significantly impacts satisfaction levels. While gender and age have less effect, overall satisfaction among bank officers is positive.
This document summarizes a research study on the impact of physical evidence on customer perceptions of service quality at Transnational Bank in Nakuru, Kenya. The study examined how the bank's interior and exterior environment (spatial layout, ambient conditions, signage/artifacts) influence customer views of the reliability, responsiveness, assurance and empathy of bank services. A sample of 95 bank customers completed questionnaires. The results showed significant relationships between the physical branch environment and customer perceptions of service quality. Specifically, ambient conditions, spatial layout, and signage/symbols were found to influence how customers rate the service at the bank. The document provides context on the competitive pressures facing Kenyan banks and the importance of differentiating service quality.
This document summarizes a research study that examined the relationship between service quality, customer satisfaction, and customer loyalty in the banking sector of Bangladesh. The study developed a conceptual model linking the dimensions of service quality to customer satisfaction and loyalty. It hypothesized that higher levels of reliability, responsiveness, tangible aspects, assurance, empathy, security, access to services, reputation, and services offered would lead to greater customer satisfaction. It also hypothesized that greater customer satisfaction and bank reputation would lead to higher customer loyalty. The study aimed to test this model using a survey of 222 bank customers in Bangladesh to determine if findings from other contexts generalized to a developing country setting like Bangladesh.
The document discusses a study on customer satisfaction with the quality of services provided by Bank Muamalat in Indonesia. It analyzes customer expectations, the importance of quality aspects to customers, and Bank Muamalat's performance on quality dimensions. The study found that customer expectations and the importance of quality received high scores, meaning expectations and quality were very appropriate. Bank Muamalat's performance on quality of service also received a high score, categorized as very good. The study aimed to evaluate customer satisfaction with Bank Muamalat's service quality.
CUSTOMER SATISFACTION AND AWARNESS ON PUBLIC SECTOR BANK SECTORS IN TIRUCHIRA...IAEME Publication
Public sector banks are essential to the Indian banking sector. Delivering highquality services is a requirement for winning over customers, and they can only keep them by satisfying their needs. The first accomplishment of the public service provider is to continue operating in the market despite a fiercely competitive environment and numerous formidable rivals. Therefore, Public Sector Banks must focus on growing their client base in order to support their operations and succeed via them by providing real, sincere, and exceptional services. This study examines consumer awareness of and satisfaction with Tiruchirappalli City's public sector banking services. Based on the number of branches, State Bank of India, CanaraBank, Indian Overseas Bank, and Indian Bank were chosen for this study out of a total of 12 public sector banks. It uses a descriptive research approach. For this study, 150 participants were chosen using a proportionate sample technique. Five service quality dimensions—tangibility, assurance, reliability, responsiveness, and empathy—are measured in order to make this study effective. This study makes use of both primary (questionnaire) and secondary data. The acquired data were analysed using a number of statistical methods, including percentage analysis, chi-square test, weighted average method, and sign test. According to the study's findings, there is no statistically significant difference between the overall mean and each individual mean of the statements regarding the degree of satisfaction with the services offered by public sector banks in Tiruchirappalli City, and Indian Overseas Bank should focus more on the dimensions of service quality.
1) The document examines the influence of external bailouts on macroeconomic stability in Ghana from 2008 to 2021 using time series data and vector error correction modeling.
2) It finds that while external bailouts have no short-term impact, there is a long-term causal relationship between bailouts and macroeconomic stability as well as with foreign direct investment, GDP, and imports.
3) To improve stability, the authors recommend that Ghana reduce reliance on external bailouts, increase foreign reserves, and expand agriculture and industrialization.
- The document discusses a study on increasing brand awareness of Oranger Mobile, which is a courier service partner of PT Pos Indonesia responsible for pickups, deliveries, and direct sales.
- Brand awareness of Oranger is currently low, as the number of Oranger drivers did not meet targets in 2021 and most respondents in a survey were not familiar with the Oranger brand.
- The study uses a mixed-methods approach, collecting both qualitative data to measure brand awareness and quantitative data to analyze factors influencing awareness. The results show advertising, publicity, sponsorship, and word-of-mouth can increase Oranger's brand awareness.
The document summarizes a study on optimizing the stock portfolio of PT XYZ, a state-owned pension fund company in Indonesia. In 2021, PT XYZ's actual stock portfolio performed poorly, with a return of 0.56% and Sharpe ratio of 2.39%, below targets. Using the Markowitz portfolio model and 5 years of stock price data, the study optimized the 2021 portfolio. The optimized portfolio increased the Sharpe ratio to 21.67% and return to 1.62%, outperforming the actual portfolio. An efficient frontier analysis identified multiple portfolio options with different risk-return profiles. The results recommend PT XYZ use the Markowitz method to improve future portfolio performance and evaluation.
The document analyzes the financial performance of 20 health sector companies in Indonesia from 2018-2021 using various financial ratios and DuPont analysis. It finds that hospital companies generally benefited during the pandemic due to increased patient numbers, while pharmaceutical companies saw mixed results depending on retail and distribution impacts. Specifically, the analysis found that one hospital, Metro Healthcare Indonesia, had the highest average return on equity of 0.26 over the period. Other key findings are also presented regarding factors influencing financial performance changes before and during the COVID-19 pandemic.
This document discusses a proposed marketing strategy for Hirka, a shoe company that makes shoes from chicken claw skin. Hirka currently markets its products through social media, e-commerce, and word of mouth. However, brand awareness and sales are still low due to a lack of marketing and advertising. The products are also currently only available for men. The study aims to identify the target market and appropriate marketing strategy to increase Hirka's brand awareness and purchase intention. A survey was conducted of 206 respondents to assess their brand recognition of and purchase intention toward Hirka's products. The results showed most respondents were unaware of the Hirka brand and had low purchase intention. Various analyses were used to develop marketing strategies,
1) The document proposes a marketing strategy to enhance customer loyalty for RAM Water, a water processor product experiencing declining sales.
2) It reviews literature on customer loyalty and satisfaction and how the marketing mix (7Ps) can impact satisfaction.
3) An analysis was conducted using SEM-PLS to evaluate the relationships between the 7Ps, customer satisfaction, and loyalty using data from 153 RAM Water users. The results showed the 7Ps significantly impacted satisfaction which significantly impacted loyalty.
This document proposes an integrated luggage storage and transportation scheme. It analyzes the current luggage storage market and compares traditional and new "Internet +" models. The proposed scheme designs functional modules like storage, transportation, tourism services and insurance. It provides solutions for different business scenarios like short/long term storage, inter-station delivery, and tourism services. The goal is to improve resource utilization and provide convenient luggage services for travelers.
- The Ecobiz.id platform was created to help farmers in Indonesia by facilitating knowledge sharing and connecting farmers to buyers. However, the platform still lacks interactivity and network effects due to poor existing content that does not meet user needs.
- This study examines how to motivate stakeholders, especially potential content creators, to actively participate and create valuable, interesting, and relevant content for users. Improving the quality and variety of content is expected to increase interactivity on the platform and provide value to users.
- Interviews and observations of stakeholders and users were conducted to understand their perspectives on existing content and how content could motivate involvement and interaction on the platform. The results will help improve content marketing strategies to better engage users.
This document analyzes strategies to increase brand awareness and intention to use PosAja, an application-based delivery service owned by PT Pos Indonesia. It conducts external and internal analyses, as well as surveys consumers to measure brand awareness and factors influencing intention to use. The survey finds low brand recognition of PosAja. Quantitative analysis shows brand logo and advertisements significantly impact brand awareness, while brand name and promotions do not. Further analysis is needed to identify strategies to improve awareness and drive more customers to use PosAja.
This document summarizes a research study that examined the effect of budgetary participation and internal control on managerial performance, with job relevant information as a moderating variable. The study was conducted at three type C regional general hospitals in Jambi Province, Indonesia that had intermediate accreditation levels. The results showed that budgetary participation and internal control positively affected managerial performance. Job relevant information was found to moderate the relationship between internal control and managerial performance, but did not moderate the relationship between budgetary participation and managerial performance. The document provides background information on the hospitals studied, discusses relevant theories, and outlines the research questions and objectives.
This document analyzes and compares environmentally friendly cryptocurrencies with the highest trading classical cryptocurrencies from July 2019 to April 2022. It finds a statistically significant correlation between the values of eco-friendly and classical cryptocurrencies, suggesting investors apply similar investment approaches to both. It also concludes the demand for eco-friendly cryptocurrencies is increasing as the world moves toward sustainability. The study uses daily closing price data from various sources to analyze 7 eco-friendly and 7 highest value classical cryptocurrencies over 34 months. Descriptive statistics of the data are presented in a table.
This document summarizes the evolution and enlightenment of global financial regulatory systems based on a comparative analysis of systems in the UK, US, and China. It finds that financial regulatory systems generally evolve from mixed/centralized models to separated/institutional models to more integrated approaches. The UK and US systems demonstrate a progression from separation to unification to twin peaks models. China's system has transitioned from the central bank as sole regulator to separated then integrated regulation. Key lessons for China include understanding the role of regulation in promoting development while preventing risks, and adapting international best practices to its national context.
This study analyzed the impact of e-service quality (e-servqual) on customer satisfaction and loyalty at Bank Negara Indonesia (BNI). A survey was conducted with 274 BNI customers who use the mobile banking app. The results of structural equation modeling showed that e-servqual has a significant positive effect on both customer satisfaction and loyalty. Customer satisfaction also has a significant positive effect on loyalty. The study concludes that improving e-servqual can increase customer satisfaction and loyalty for BNI, which is important for the bank's future success.
The document discusses intellectual effort and references. It notes that the brain is just a gateway to the mind, and the mind needs to maintain the brain to concentrate on useful thoughts. It also argues that those who do evil will not get an afterlife, and animals cannot attain infinite spiritual energy or an afterlife. The document concludes that solving problems requires analyzing causes, and that politics and total quality management will become more connected over time. Reform requires having a theory and being a bit of a philosopher.
- Evergrande Group, one of China's largest real estate developers, fell into a major debt crisis with total liabilities reaching 1.97 trillion yuan.
- The crisis was caused by deteriorating cash flow, an overreliance on high-leverage financing, and aggressive diversification into unrelated industries.
- Potential countermeasures discussed include restructuring debt through negotiations, asset sales, and government support to stabilize the real estate market and prevent wider economic impact.
- The document discusses strategies for increasing brand awareness and intention to use Pospay, a digital wallet launched by PT Pos Indonesia.
- Currently, 98.5% of Pospay users are PT Pos Indonesia employees, showing low brand awareness and usage outside the company.
- The study analyzes factors influencing brand awareness and usage intention through a literature review, value proposition canvas analysis, and survey data.
- Results show Pospay can create discounts/cashback and develop new features like inter-wallet transfers to boost awareness and intention to use.
The document proposes an integrated marketing communication strategy for KOST.ON3 Residence through benchmarking against competitors. It analyzes KOST.ON3 Residence's external environment and internal capabilities. The proposed strategy focuses on strengthening advertising using third-party platforms to improve brand awareness and reputation based on insights from an integrated marketing communication analysis and customer journey analysis. Using third-party platforms can help KOST.ON3 Residence expand its customer base by developing greater trust in its brand.
This document proposes marketing strategies to improve the performance of Wifi.id Corner, an internet access service provided by PT Telkom Indonesia. It analyzes Wifi.id Corner's external environment using PESTEL, Porter's Five Forces, and competitor and consumer analyses. An internal analysis uses STP and the 7Ps. SWOT and TOWS matrix analyses identify strengths, weaknesses, opportunities, and threats. Based on these, three strategies are proposed: using social media effectively, collaborating with the government and SMEs, and improving Wifi.id Corner's ambience. The goal is to enhance sales by creating purchase intention among consumers.
Datang International is a major Chinese power company that discloses carbon information in its social responsibility reports. The summary analyzes:
1) Datang International's carbon disclosure includes monetary information like environmental fees and subsidies, and non-monetary strategies, measures, and goals.
2) Disclosed strategies commit to green development and increasing clean energy, but some details are lacking.
3) Carbon reduction measures focus on upgrading generator units, developing clean energy, and conserving resources. However, some financial data is not reported.
This document summarizes a research article about the effect of social media marketing and quality of human resources on business development of MSMEs in Maros Regency, Indonesia. The article provides background on the importance of MSMEs to the Indonesian economy. It then reviews literature on topics like the definition of MSMEs, quality of human resources, use of social media marketing, and benefits of social media. The research aims to analyze the effect of social media marketing and quality of human resources on business development of MSMEs in Maros Regency using a quantitative survey method.
Adani Group's Active Interest In Increasing Its Presence in the Cement Manufa...Adani case
Time and again, the business group has taken up new business ventures, each of which has allowed it to expand its horizons further and reach new heights. Even amidst the Adani CBI Investigation, the firm has always focused on improving its cement business.
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A310107
1. American International Journal of Business Management (AIJBM)
ISSN- 2379-106X, www.aijbm.com Volume 3, Issue 1 (January 2020), PP 01-07
*Corresponding Author: Mokhtar Sayyid www.aijbm.com 1 | Page
The Influence of Service Quality on Word-Of-Mouth Participants
Through Institution Images, Customer Relationship Management
and Satisfaction of Participants in Private Vocational Training
Institutions in Bakorwil I East Java
Mokhtar Sayyid 1
, Amiartuti Kusmaningtyas 2
, Nanis Susanti 3
1,2,3
(Economics and Business, August 17, 1945 Surabaya University, Indonesia)
*Corresponding Author: Mokhtar Sayyid
ABSTRACT: The research objective is to determine the effect of service quality on the word-of-mouth of
participants through the image of the institution, customer relationship management and participant
satisfaction at private worker training institutions (LPKS) in Bakorwil I East Java.
A total of 1,118 populations and with the Slovin formula, a total sample of 295 respondents were participants of
the LPKS Hospitality and Cruise Ship training institutions in Bakorwil I East Java in 2018. Sampling used
proportional random sampling. Analysis using SEM. The results showed that: 1). Service quality affects the
image of the institution, CRM, and participant satisfaction. 2). The image of the institution influences the
satisfaction of the trainees, and WOM. 3). CRM has no significant effect on the satisfaction of trainees, and
significant on WOM trainees. 4). The satisfaction of the participants has an effect on the WOM of LPKS training
participants. Given the large role of the institution's image of WOM, it is recommended that companies always
maintain and enhance the image of the institution, because the image has an important role in building the
impression obtained by someone about the company based on one's knowledge and experience of the company
whether the company is good or not. Suggestions for other researchers should be made to increase the scope of
research, taking into account broader areas, as well as grouping and segregation of respondents by district /
city in East Java, so that a clearer picture of WOM participants in Private Work Training (LPKS) is obtained.
KEYWORDS: - Service Quality, Word-of-Mouth, Institutional Image, Customer Relationship Management,
Participant Satisfaction
I. INTRODUCTION
Private employment training institutions are one of the important sectors that need to be considered for
their role, in order to improve the competence of human resources and advance the standard of living of the
community. Awareness of the importance of the quality of human resources has long been one issue that needs
immediate attention from the government. An area will advance, if supported by competent human resources,
where this will be possible if supported by adequate quality formal and non-formal education where competent
human resources can become valuable assets to advance their region.
Education and training is one way to form competent resources. At present, many training institutions have been
established both owned by the government (public) and private. This shows that training institutions have
become a necessity for the wider community. The increasing needs of the community for non-formal education,
especially the Private Vocational Training Institution (LPKS), cause LPKS to become a strategic sector that is
expected to produce quality human resources. This condition certainly creates quite a competitive competition
among LPKS, which certainly makes every LPKS required to always improve the quality of training and
institutional results.
The development of private employment training institutions is quite rapid and spread in many cities /
districts in East Java. In East Java there are currently 1,673 LPKS, with a capacity of 1,485,407 participants /
year. The extent of the East Java region, and the large number of Hospitality and Tourism LPKS found in the
Bakorwil I area, this research is focused only on the Bakorwil I region. The following is the development of the
LPKS, especially in the Bakorwil I area of East Java, which has changed from time to time.
The formulation of the problems in this dissertation research are is follows: (1), does the quality of service have
a significant effect on the image of the LPKS institution in Bakorwil I East Java ?. (2), Does the quality of
service have a significant effect on CRM participants of LPKS training institutions in Bakorwil I East Java ?.
(3), Does the quality of service have a significant effect on the satisfaction of LPKS institutional training
participants in Bakorwil I East Java ?. (4), Does the image of the institution significantly influence the
satisfaction of LPKS training participants in Bakorwil I East Java ?. (5), Does the image of the institution have a
2. The Influence of Service Quality on Word-Of-Mouth Participants Through Institution Images....
*Corresponding Author: Mokhtar Sayyid www.aijbm.com 2 | Page
significant effect on WOM LPKS training participants in Bakorwil I East Java ?. (6), Does CRM have a
significant effect on the satisfaction of LPKS training participants in Bakorwil I East Java ?. (7), Does the CRM
participant significantly influence the WOM of LPKS training participants in Bakorwil I East Java ?. 8). Does
participant satisfaction have a significant effect on the WOM of LPKS training participants in Bakorwil I East
Java ?.
II. LITERATURE REVIEW AND HYPOTHESES
An understanding of consumer behavior is at the heart of marketing services. Without an
understanding, companies cannot deliver services that can satisfy customers. Lovelock et al. (2011) said
"Services are economic activities offered by one party to another party carried out within a certain time, in the
form of an activity that will bring the desired results to the recipient, objects, and other assets that are the
responsibility of the buyer".
2.1 Service quality
Quality of service is any form of activity carried out by the company to meet consumer expectations.
Services in this case are defined as services provided by the service owners in the form of convenience, speed,
relationships, abilities and hospitality aimed at attitudes and properties in providing services for customer
satisfaction (Kotler, 2015; Zeithtaml et al., 2003).
2.2 Institutional Image
The image of an institution is the impression obtained from a person or community regarding an
institution based on the knowledge and experience of a person or community about an institution whether the
institution is good or not. (Hawkins et al., 2000; Alma, 2015).
2.3 Customer relationship management
Customer relationship management (CRM) is an integrated business strategy that integrates internal
and external factors, by analyzing customer data using information technology, in order to gain customer
attention to achieve lifetime value so that companies and customers benefit and benefit (Buttle, 2007).
2.4 Participants' satisfaction
Participant satisfaction is a response in the form of a feeling of satisfaction arising from the experience
of participating in training programs and felling services when attending training, or a small part of that
experience (Walker et al., 2001).
2.5 Words Of Mouth
Word of mouth communication is the occurrence of saying positive things about the company and its
products to other parties (Brown et al., 2005).
2.6 Theoretical Framework
The variables used were explained as Fig. 1 and each relationship of an independent variable with
dependent variable represent hypothesis.
Figure 1. Conceptual Framework
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2.7 Research Hypotheses
The research hypothesis is as follows:
1. Service quality has a significant effect on the image of the institution.
2. Service quality has a significant effect on CRM institutions.
3. Service quality has a significant effect on the satisfaction of training participants.
4. The image of the institution has a significant effect on the satisfaction of training participants.
5. The image of the institution has a significant effect on the training participants' WOM.
6. CRM has a significant effect on the satisfaction of trainees.
7. CRM has a significant effect on WOM trainees.
8. Participant satisfaction significantly influences the training participants' WOM.
III. RESEARCH METHODE
3.1 Research Subjects
The population of this study was 1,118 participants in the Hospitality LPKS and Cruise Ships in
Bakorwil I East Java in 2018.
Referring to the Slovin formula with a tolerance of 5%, then the sufficiency of the sample is = 295 respondents.
In this study, sampling was taken using the proportional random sampling method. Next, the sample size of
respondents for each location is determined by the proportional allocation formula as shown in Table 1.
Table 1. Population and Research Samples
No Regency / City Number of LPKS Population Sample
1 Kota Madiun 8 377 99
2 Kota Kediri 3 197 52
3 Kab. Kediri 3 242 64
4 Kab. Tulungagung 4 302 80
Total 18 1118 295
3.2 Research Measurement
Service quality variables were measured using 5 indicators adopted from Zeithtaml et al. (2003),
namely: tangible, responsiveness, reliability, assurance, and emphaty. The institutional image variable was
measured using 4 indicators adopted from Hawkins et al. (2007), namely: personality, reputation, value, and
corporate identity. CRM variables are measured using 4 indicators adopted from Buttle (2007), namely:
continuity marketing, one to one marketing, partnering program, experiential marketing. The participant
satisfaction variable was measured using 3 indicators adopted from Hawkins et al. (2007), namely: In line with
expectations, satisfied with service, and satisfied with training results. The words of mouth variable was
measured using 3 indicators adopted from Brown et al (2005), namely: the likelihood to generate word-ofmouth,
favorability of word-of-mouth generated, the likelihood to make purchase.
IV. RESULT AND DISCUSSIONS
4.1. Characteristics of Respondents
Broadly speaking, the majority of respondents are those who are in the 26-35 years age group. The
number of respondents in the 26-35 year age group was 47.8%, the number of respondents included in the 17-25
year age group was 43.7%, the 36-45 year age group was 08.5%, and the age group was over 45 years there is
no. Based on male sex 47.8%, while women consisted of 52.2%. Based on the education of the dominant
respondents, high school education was 68.1%, and the remaining diploma education was 31.9%. Based on the
length of the training, it appears that the majority of respondents attended the training for 1 month as much as
54.6%, for 2 months as much as 40% and 05.4% attended the training for 3 months.
4.2 Results Testing Instrument
The results of testing the validity showed significant for all indicators or the item in question, which
means that the indicators or items of questions for each of the variables included in the questionnaire have been
eligible validity. From the results of Pearson product moment correlation, it is known that all of the questionable
items on the questionnaire correlated significantly to the error rate of 5% (** <0.05), so we can say all of the
item in question is valid and can be processed further.
Reliability test results with test Cronbach alpha () in this study indicate that all variables of the study are
reliable, since the entire value of the alpha coefficient of each variable larger study of standardized (0.6), so that
each item question on measurement instruments can be used. The value of the corrected item total correlation of
the entire item in question is greater than 0.3.
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4.3 Confirmatory Factor Analysis
Results of confirmatory factor analysis of the measurement model of research based on the results of
statistical tests, obtained value of the loading factor for each indicator forming a study variable is greater than 3,
therefore, all indicators of research variables are indicators that significantly shape each study variable (Table
2).
Table 2: Confirmatory Factor Analysis
Research variables Relationship C. R. Loading
Factor ()
Probability
Service
Quality
Image
Institution
CRM
Satisfaction
of Participants
WOM
Kual tgs1
Kual tgs2
Kual tgs3
Kual tgs4
Kual tgs5
Citra cl1
Citra cl2
Citra cl3
Citra cl4
CRM cr1
CRM cr2
CRM cr3
CRM cr4
Puas kp1
Puas kp2
Puas kp3
WOM wo1
WOM wo2
WOM wo3
-
18,127
9,100
8,170
7,694
-
7,041
6,739
3,967
-
6,712
8,207
8,207
-
3,483
10,703
-
2,966
3,258
0,594
0,926
0,639
0,463
0,624
0,534
0,794
0,779
0,344
0,622
0,551
0,793
0, 305
0,544
0,332
0,744
0,594
0,398
0,552
0,000
0,000
0,000
0,000
0,000
0,000
0,000
0,000
0,000
0,000
0,000
0,000
0,000
0,000
0,000
0,000
0,000
0,000
0,000
4.4. Goodness of Fit Test
The results of data processing using a sample of 295 shows Chi-square is 451,582 with a
probability of 0.062. Meanwhile, from GFI, AGFI, TLI, CFI, RMSEA and CMIN / DF respectively 0.928,
0.913, 0.956, 0.967, 0.037 and 1.757, all within the range of acceptable values. The results are shown in
Fig. 2.
Figure 2: Coefficient of Research Model Path
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4.5. Hypothesis testing
Hypothesis testing is done based on the estimated value of the parameters of the research model shown
in Table 3.
Table 3: Hypothesis Testing
H Relationship Standardized
Coefficient
C.R P Decision
H1 KUAL CITRA 0,201 2,325 0,000 accepted
H2 KUAL CRM 0,487 4,853 0,000 accepted
H3 KUAL PUAS 0,116 2,613 0,000 accepted
H4 CITRA PUAS 0,098 2,016 0,000 accepted
H5 CITRA WOM 0,577 5,212 0,000 accepted
H6 CRM PUAS 0,060 1,547 0,062 rejected
H7 CRM WOM 0,257 2,061 0,000 accepted
H8 PUASWOM 0,940 7,953 0,000 accepted
V. CONCLUSION AND RECOMMENDATIONS
From the results of testing of the model in this study, the model is able to explain the relationship
between service quality, the image of the institution, customer relationship management, satisfaction and word-
of-mouth of the trainees, has concluded that the research model is the right model to describe word-of- mouth
private employment training institute in Bakorwil I East Java. The results of this study are very important
because there are stages of the influence of each factor and construct that runs in a tiered (recursive) manner, IE
service quality variables positively affect the institution's image variables, CRM, and participant satisfaction,
which in turn positively influences word- of-mouth trainees. The results of this study are a significant
contribution, especially in the theory of services marketing, especially marketing services in the field of
education and training.
Based on the results of the analysis and hypothesis testing, the following conclusions can be drawn: (1).
Service quality affects the image of the institution. This shows that the quality of service of private employment
training institutions that exist today, can encourage an increase in the image of the institution. The results of this
study are in accordance with the findings of Malik (2012), Hsin et al. (2009). (2). Service quality has an
influence on CRM, this shows that the quality of services that exist today, can drive the rise of CRM. The results
of this study are in accordance with the findings of Feliks ABK. Panjaitan (2012), Sutrisno et al. (2016), Rizka,
and Widji (2013). (3). Quality of service affects the satisfaction of participants, this shows that the quality of
services of private employment training institutions (LPKS) currently available, can encourage increased
participant satisfaction. The results of the study are in accordance with the findings of Hsin et al. (2009),
Moraga, and Barra (2013), Unidha M, (2017). (4). The image of the institution influences the satisfaction of the
trainees, this shows that the image of the existing institutions can encourage the increase in satisfaction of the
trainees. The results are in accordance with the findings of Malik (2012), Singgih (2008), Chan (2011). (5). The
image of the institution influences WOM, this shows that the image of the existing institution can encourage the
WOM's rise. The results of the study are in accordance with the findings of Rizan et al. (2012), Richard, and
Zhang (2012). (6). CRM does not significantly influence the satisfaction of LPKS training participants, this
shows that the current CRM, has not been able to encourage the increase in participant satisfaction. The results
of this study are not in accordance with the findings of Ejaz et al. (2013), Payne, and Frow (2009), Ryals, and
Knox (2001), Sinisalo et al. (2007). (7). CRM affects WOM LPKS trainees, this shows that the current CRM
can encourage WOM to rise. The results of the study are in accordance with the findings of Ghaziana et al.
(2016), Hakim et al. (2017). (8). The satisfaction of the participants has an effect on the WOM of LPKS training
participants, this shows that the satisfaction of the existing participants can encourage WOM to rise. The results
of the study are in accordance with the findings of Susanti (2009).
For the benefit of the company, as well as science, some suggestions are given as follows: Considering
the large role of the institution's image of the participants' WOM, it is recommended that companies always
maintain and improve the image of private vocational training institutions, because the image has an important
role in building the impression obtained by someone about the company based on one's knowledge and
experience of the company whether the company is good or not. Suggestions for other researchers should be
made to increase the scope of research, taking into account broader areas, as well as grouping and segregation of
respondents by district / city in East Java, in order to obtain a clearer picture of WOM participants in Private
Work Training. Future studies are also recommended to further examine the effect of Service Quality on
participants' Word-Of-Mouth through Institutional Image, Customer Relationship Management and Participant
Satisfaction by adding other variables and indicators, and expanding the scope of the research area. As the rapid
development of non-formal education, training institutions in East Java, the government is expected to make
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regulations on the implementation of training, so that the output of training participants, in accordance with the
needs and desires of the labor market.
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*Corresponding Author: Mokhtar Sayyid 1
1
(Economics and Business, August 17, 1945 Surabaya University, Indonesia)