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.
The Role of Consumer Education as Mediator of Service Quality on Customer Sat...theijes
ย
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.
The Gap of Hospital Service Performance By Using Service Quality Analysisiosrjce
ย
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.
Effect Of Quality Services On Customer Satisfaction And Loyalty (Theoritical...inventionjournals
ย
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.
The Role of Consumer Education as Mediator of Service Quality on Customer Sat...theijes
ย
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.
The Gap of Hospital Service Performance By Using Service Quality Analysisiosrjce
ย
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.
Effect Of Quality Services On Customer Satisfaction And Loyalty (Theoritical...inventionjournals
ย
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.
Examining the Differences in Service Quality Dimensions and their Consequence...iosrjce
ย
IOSR Journal of Business and Management (IOSR-JBM) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of business and managemant and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications inbusiness and management. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
Test and prove the relationship of service quality, patient satisfaction, trust, and loyalty directly and through mediation. Population 6088 patients who had received inpatient service at public hospital Batu, East Java, Indonesia. Questionnaire was given to 100 respondents. The data were processed with SPSS 21 and SmartPLS 3.0. Hypothesis testing with Structural Equation Modeling-Partial Least Square (SEM-PLS) model showed a significant and insignificant relationship between the variables. Service quality is not significant to loyalty, but there are moderating variables that is trust. Trust strengthens the influence of service quality on loyalty.
Influence of Service Quality on Guestsโ Satisfaction in Selected Hotels in An...ijtsrd
ย
Hotel management scholars consider service quality a precedent to guest satisfaction, but the reasons why guests revisit a hotel and how to deliver a high quality service from hotels in Anambra State have remained unanswered. This study investigated service quality dimensions of reliability, assurance, tangibility, empathy and responsiveness, and related them to guest satisfaction in the selected hotels in Awka, Onitsha and Nnewi, representing the three senatorial zones in Anambra State, using the proportionate stratified random sampling STRS technique. A sample size of 138 respondents was derived using Topman formula out of which 123 copies were correctly filled, returned and used in the analysis. Data was analyzed using descriptive statistics and Pearson Product Moment Correlation. The findings revealed that Responsiveness has the highest level of coefficient of which is r = 0.999 followed by Assurance r = 0.995 and Tangibility r = 0.987, Reliability r = 0.956 and Empathy r = 0.956 , with degree of freedom 0.05. Based on the findings, it was concluded that there is a strong positive relationship in all the five dimensions of service quality Reliability, Assurance, Tangibility, Empathy and Responsiveness in the hotel industry. It was therefore recommended that hotel operators should give priority attention to Responsiveness dimension of their Service Quality by providing prompt services to guests at all times Staff should be willing to help their customers when needed. They should also focus on the special needs of customers, having the best interests of their customers at heart, and quickly apologizing to their guests when they make mistakes. They should also give attention to their Physical facilities, acquire modern equipment, and hotel staff should always look tidy and clean. Hotels must also prevent, detect and eliminate service quality gaps as early as possible in any service operation. The employees should be trained on how to interact with their customers and customersโ benefit packages should be tailored towards the dimensions of service quality โ Reliability, Assurance, Tangibles, Empathy and Responsiveness. Uju Mary Onubogu | Promise Chika Oparah "Influence of Service Quality on Guestsโ Satisfaction in Selected Hotels in Anambra State" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd46327.pdf Paper URL: https://www.ijtsrd.com/management/marketing/46327/influence-of-service-quality-on-guestsโ-satisfaction-in-selected-hotels-in-anambra-state/uju-mary-onubogu
Effect of Public Services Quality on Satisfaction and Its Implication on Publ...IOSRJBM
ย
: This research aims to determine: 1) The influence of the public services quality on public satisfaction at Samsat Office Kendari City. 2) The effect of public services the quality on public trust at Samsat Office Kendari City. 3) The effect of public satisfaction on public trust at Samsat Office Kendari City. 4) The mediate effect of public satisfaction in strengthening the influence of public services quality on public trust at Samsat Office Kendari City.The design of this research is associative (causal) design. The object of this research is the people who employ Samsat Office services. The samples were taken by purposive sampling (designation intentionally) which employ 110 respondents. The analysis used is descriptive statistical analysis and analysis of Partial Leas Square (PLS).This research concluded that: 1) The public services quality significantly influence the public satisfaction on Samsat Office Kendari City. it indicated that the good quality of public services is reflected by accountability, responsiveness, orientation to service and efficiency indicators which will increase the public satisfaction which is reflected by their attitude to respect service officers, abide by the rules, is proud of the work of the officers, has the spirit and initiative, and avoid of conflict. 2) The quality of public services does not significantly affect the public trust on Samsat Office Kendari City. This means that the public service quality at Samsat Office Kendari city cannot increase public trust significantly caused by the public tust in the service officer has not been optimal. 3) Public satisfaction has significant effect on public trust on Samsat Office Kendari City. This means that the public satisfaction will increase public trust which is reflected by the increasing of public trust in the service facilities. 4) Public Satisfaction mediates the effect of public services quality on public trust on Samsat Office Kendari City. This means that public satisfaction can strengthen the influence of public services quality on public trust.
Health is a basic need for everyone because every aspect of life is related to health. The number of
hospitals will provide an opportunity for the community to choose the best from the available choices, so
hospitals must always innovate to be able to provide the best quality of service.
The Role of Customer Listening Ability and Perceived Justice in Service Recov...IOSR Journals
ย
Service recovery is very crucial in maintaining long-term relationship with customers. In this regard, most scholars argue that customer listening ability and perceived justice are very important in service recovery. This is because they can lead to customer trust, satisfaction and other behavioral intentions. However, not much research has been conducted to investigate the effect of customer listening ability and perceived interactional justice. This is simultaneously so on relationship quality and customer loyalty under service recovery condition. This article attempts to fill this gap by proposing customer listening ability and perceived interactional justice as predictors of relationship quality, while loyalty as outcome of relationship quality
Impact of Service Quality on the Customer Satisfaction: Case study at Online ...AI Publications
ย
As itโs known business rely on the customers it means the profitability of any company change depending on customer demand. Due to that, itโs necessary to treat customer as the king of the market. In another meaning, Customer satisfaction is very important issue to companyโs product which it measures the level of probability between companyโs product and customer belief in which the happier customer with quality and types of products more products and more profit will occur. The purpose of this project was to determine the Impact of technical and functional service quality on the customer satisfaction and loyalty. Though conducting a survey number of results was collected, and the results belong to their view about different types of platform which they used for online meeting and academic stuff. Different nationality participates in this project including (Kurdish, Turkish, Arabic, Turkmen, Indian, Pakistan, Uzbek, Nigerian and British) with having different position such as head of the faculty, instructor, academic staff, head of the department and etc. in number of universities in Kurdistan region of Iraq. As itโs shown in chapter three Excel software was used to calculate collected data through (co-variance, correlation and regression analysis) methods. And Based on the result fulfillment, privacy issues were affected the customer satisfaction and loyalty.
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.
โRelationship of Kinematic Variables with the Performance of Standing Broad J...IOSR Journals
ย
Abstract: The purpose of investigation was to study the relationship of kinematics variables with the
performance of standing broad jump. Subjects were randomly selected from J.N.V. University, Jodhpur and
M.D.S. University, Ajmer. The criterion measure used for this study was the performance in standing broad
jump and selected kinematics variables. To analyze the raw data coefficient of correlation (r) were calculated
and results were compared with the help of Analysis of variance (ANOVA) technique where level of significance
was set at .05.
Examining the Differences in Service Quality Dimensions and their Consequence...iosrjce
ย
IOSR Journal of Business and Management (IOSR-JBM) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of business and managemant and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications inbusiness and management. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
Test and prove the relationship of service quality, patient satisfaction, trust, and loyalty directly and through mediation. Population 6088 patients who had received inpatient service at public hospital Batu, East Java, Indonesia. Questionnaire was given to 100 respondents. The data were processed with SPSS 21 and SmartPLS 3.0. Hypothesis testing with Structural Equation Modeling-Partial Least Square (SEM-PLS) model showed a significant and insignificant relationship between the variables. Service quality is not significant to loyalty, but there are moderating variables that is trust. Trust strengthens the influence of service quality on loyalty.
Influence of Service Quality on Guestsโ Satisfaction in Selected Hotels in An...ijtsrd
ย
Hotel management scholars consider service quality a precedent to guest satisfaction, but the reasons why guests revisit a hotel and how to deliver a high quality service from hotels in Anambra State have remained unanswered. This study investigated service quality dimensions of reliability, assurance, tangibility, empathy and responsiveness, and related them to guest satisfaction in the selected hotels in Awka, Onitsha and Nnewi, representing the three senatorial zones in Anambra State, using the proportionate stratified random sampling STRS technique. A sample size of 138 respondents was derived using Topman formula out of which 123 copies were correctly filled, returned and used in the analysis. Data was analyzed using descriptive statistics and Pearson Product Moment Correlation. The findings revealed that Responsiveness has the highest level of coefficient of which is r = 0.999 followed by Assurance r = 0.995 and Tangibility r = 0.987, Reliability r = 0.956 and Empathy r = 0.956 , with degree of freedom 0.05. Based on the findings, it was concluded that there is a strong positive relationship in all the five dimensions of service quality Reliability, Assurance, Tangibility, Empathy and Responsiveness in the hotel industry. It was therefore recommended that hotel operators should give priority attention to Responsiveness dimension of their Service Quality by providing prompt services to guests at all times Staff should be willing to help their customers when needed. They should also focus on the special needs of customers, having the best interests of their customers at heart, and quickly apologizing to their guests when they make mistakes. They should also give attention to their Physical facilities, acquire modern equipment, and hotel staff should always look tidy and clean. Hotels must also prevent, detect and eliminate service quality gaps as early as possible in any service operation. The employees should be trained on how to interact with their customers and customersโ benefit packages should be tailored towards the dimensions of service quality โ Reliability, Assurance, Tangibles, Empathy and Responsiveness. Uju Mary Onubogu | Promise Chika Oparah "Influence of Service Quality on Guestsโ Satisfaction in Selected Hotels in Anambra State" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd46327.pdf Paper URL: https://www.ijtsrd.com/management/marketing/46327/influence-of-service-quality-on-guestsโ-satisfaction-in-selected-hotels-in-anambra-state/uju-mary-onubogu
Effect of Public Services Quality on Satisfaction and Its Implication on Publ...IOSRJBM
ย
: This research aims to determine: 1) The influence of the public services quality on public satisfaction at Samsat Office Kendari City. 2) The effect of public services the quality on public trust at Samsat Office Kendari City. 3) The effect of public satisfaction on public trust at Samsat Office Kendari City. 4) The mediate effect of public satisfaction in strengthening the influence of public services quality on public trust at Samsat Office Kendari City.The design of this research is associative (causal) design. The object of this research is the people who employ Samsat Office services. The samples were taken by purposive sampling (designation intentionally) which employ 110 respondents. The analysis used is descriptive statistical analysis and analysis of Partial Leas Square (PLS).This research concluded that: 1) The public services quality significantly influence the public satisfaction on Samsat Office Kendari City. it indicated that the good quality of public services is reflected by accountability, responsiveness, orientation to service and efficiency indicators which will increase the public satisfaction which is reflected by their attitude to respect service officers, abide by the rules, is proud of the work of the officers, has the spirit and initiative, and avoid of conflict. 2) The quality of public services does not significantly affect the public trust on Samsat Office Kendari City. This means that the public service quality at Samsat Office Kendari city cannot increase public trust significantly caused by the public tust in the service officer has not been optimal. 3) Public satisfaction has significant effect on public trust on Samsat Office Kendari City. This means that the public satisfaction will increase public trust which is reflected by the increasing of public trust in the service facilities. 4) Public Satisfaction mediates the effect of public services quality on public trust on Samsat Office Kendari City. This means that public satisfaction can strengthen the influence of public services quality on public trust.
Health is a basic need for everyone because every aspect of life is related to health. The number of
hospitals will provide an opportunity for the community to choose the best from the available choices, so
hospitals must always innovate to be able to provide the best quality of service.
The Role of Customer Listening Ability and Perceived Justice in Service Recov...IOSR Journals
ย
Service recovery is very crucial in maintaining long-term relationship with customers. In this regard, most scholars argue that customer listening ability and perceived justice are very important in service recovery. This is because they can lead to customer trust, satisfaction and other behavioral intentions. However, not much research has been conducted to investigate the effect of customer listening ability and perceived interactional justice. This is simultaneously so on relationship quality and customer loyalty under service recovery condition. This article attempts to fill this gap by proposing customer listening ability and perceived interactional justice as predictors of relationship quality, while loyalty as outcome of relationship quality
Impact of Service Quality on the Customer Satisfaction: Case study at Online ...AI Publications
ย
As itโs known business rely on the customers it means the profitability of any company change depending on customer demand. Due to that, itโs necessary to treat customer as the king of the market. In another meaning, Customer satisfaction is very important issue to companyโs product which it measures the level of probability between companyโs product and customer belief in which the happier customer with quality and types of products more products and more profit will occur. The purpose of this project was to determine the Impact of technical and functional service quality on the customer satisfaction and loyalty. Though conducting a survey number of results was collected, and the results belong to their view about different types of platform which they used for online meeting and academic stuff. Different nationality participates in this project including (Kurdish, Turkish, Arabic, Turkmen, Indian, Pakistan, Uzbek, Nigerian and British) with having different position such as head of the faculty, instructor, academic staff, head of the department and etc. in number of universities in Kurdistan region of Iraq. As itโs shown in chapter three Excel software was used to calculate collected data through (co-variance, correlation and regression analysis) methods. And Based on the result fulfillment, privacy issues were affected the customer satisfaction and loyalty.
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.
โRelationship of Kinematic Variables with the Performance of Standing Broad J...IOSR Journals
ย
Abstract: The purpose of investigation was to study the relationship of kinematics variables with the
performance of standing broad jump. Subjects were randomly selected from J.N.V. University, Jodhpur and
M.D.S. University, Ajmer. The criterion measure used for this study was the performance in standing broad
jump and selected kinematics variables. To analyze the raw data coefficient of correlation (r) were calculated
and results were compared with the help of Analysis of variance (ANOVA) technique where level of significance
was set at .05.
A Novel Approach of Area-Efficient FIR Filter Design Using Distributed Arithm...IOSR Journals
ย
Abstract: In this paper, a highly area-efficient multiplier-less FIR filter is presented. Distributed Arithmetic (DA) has been used to implement a bit-serial scheme of a general asymmetric version of an FIR filter, taking optimal advantage of the 3-input LUT-based structure of FPGAs. The implementation of FIR filters on FPGA based on traditional arithmetic method costs considerable hardware resources, which goes against the decrease of circuit scale and the increase of system speed. This paper presents the realization of area efficient architectures using Distributed Arithmetic (DA) for implementation of Finite Impulse Response (FIR) filter. The performance of the bit-serial and bit parallel DA along with pipelining architecture with different quantized versions are analyzed for FIR filter Design. Distributed Arithmetic structure is used to increase the resource usage while pipeline structure is also used to increase the system speed. In addition, the divided LUT method is also used to decrease the required memory units. However, according to Distributed Arithmetic, we can make a Look-Up-Table (LUT) to conserve the MAC values and callout the values according to the input data if necessary. Therefore, LUT can be created to take the place of MAC units so as to save the hardware resources. The simulation results indicate that FIR filters using Distributed Arithmetic can work stable with high speed and can save almost 50 percent hardware resources to decrease the circuit scale, and can be applied to a variety of areas for its great flexibility and high reliability. This method not only reduces the LUT size, but also modifies the structure of the filter to achieve high speed performance. Keywords: DSP, Digital Filters, FIR , FPGA, MAC, Distributed Arithmetic(DA),Divided LUT, pipeline
Stellar Measurements with the New Intensity FormulaIOSR Journals
ย
In this paper a linear relationship in stellar optical spectra has been found by using a
spectroscopical method used on optical light sources where it is possible to organize atomic and ionic data.
This method is based on a new intensity formula in optical emission spectroscopy (OES). Like the HR-diagram ,
it seems to be possible to organize the luminosity of stars from different spectral classes. From that organization
it is possible to determine the temperature , density and mass of stars by using the new intensity formula. These
temperature, density and mass values agree well with literature values. It is also possible to determine the mean
electron temperature of the optical layers (photospheres) of the stars as it is for atoms in the for laboratory
plasmas. The mean value of the ionization energies of the different elements of the stars has shown to be very
significant for each star. This paper also shows that the hydrogen Balmer absorption lines in the stars follow
the new intensity formula.
Binary Discourse in U.S. Presidential Speeches from FDR to Bush IIIOSR Journals
ย
The contemporary study of American Presidential rhetoric is of great significance. Politics is very largely the use of language. Presidential speech and action increasingly reflect the opinion that speaking is governing. In fact, the power of the presidency depends on its ability to persuade. The application of power is often legitimized through rhetorical persuasion; and, in the case of American Presidents, such power, and its associated rhetoric, becomes the fulcrum upon which many global issues turn
Effect of Regular Exercise on Prolactin Secretion: A Pilot StudyIOSR Journals
ย
Abstract:
Introduction: Evidence suggested that exercise may affects release of prolactin hormone. Participation in
exercise may increase secretion of prolactin hormone and may give sharp decrease in secretion of prolactin and
not only that published work demanded that there is no effect of exercise on secretion of prolactin. In this
context the researcher intend to know whether exercise affects positively or negatively or not on the release of
prolactin hormone. Aim: Determine whether participation in exercise may increase the level of secretion of
prolactine hormone or not. Method: Only two female students 29 years aged were participated in this study.
They were regularly practiced yogic asana and pranayam for 1 hour per day in the evening, 6 days per week,
for 8 weeks. The level of prolactin hormone was assessed by CLI method. In the present study all the
measurements were done at the baseline and 8 weeks of exercise training. Simple percentage calculated from
the mean value to see the quantitative changes in secretion of prolactin due to participation in the exercise
training. Result: Pre test mean was 5.80 and post test mean was 17.63 which imply that 203.96% increase in
secretion of prolactin significantly. Discussion and Conclusion: Level of secretion increased may be due to
multiple neural pathways that influence PRL secretion converges on the hypothalamus from other parts of the
brain; the effect of exercise on the secretion of PRL may also reflect the action of different neural inputs on the
activity of the hypothalamicโpituitary axis.
Key word: Exercise; Prolactin.
Blow Mould Tool Design and Manufacturing Process for 1litre Pet BottleIOSR Journals
ย
the concepts of Blow molding is a process used to produce hollow objects from thermoplastic. The
basic blow molding process has two fundamental phases. First, a parson (or a perform) of hot plastic resin in a
somewhat tubular shape is created. Second, compressed air is used to expand the hot perform and press it
against mould cavities. The pressure is held until the plastic cools. Blow molding process is used for which has
thin wall sections.In this thesis, blow mould design is to be done for a bottle having 0.5mm thickness. This
thickness cannot be filled in pressure injection molding. So blow molding is considered for pet bottle design.
The mould is prepared by first modeling the part, extracting core & cavity and generating CNC program. Blow
mould tool design is done in Pro/Engineer according to HASCO standards. A prototype of the pet bottle using
blow mould design is also included.
Employee Satisfaction and Service Quality: Is There Relations?CSCJournals
ย
Studies on the relationship between employee job satisfaction and performance have controversy. The Howthorne Studies conducted in 1930 was conducted to test the effect of job attitudes on performance. In the study it was found that a happy employee is a productive employee (Saari & Judge, 2004). Although many previous studies and support from the Social Exchange Theory states that employee job satisfaction affects the service quality, but the impact of employee job satisfaction on service quality can not be detected. This research was conducted in three private hospitals in Central Java with a self-assessment by 134 employees who assess employee job satisfaction and customer-assessment by 134 customers who assess the service quality it receives as a measure of the performance of a service company. The relationship between two variables is discussed.
The Effects of Customer Expectation and Perceived Service Quality on Customer...Samaan Al-Msallam
ย
ABSTRACT : The effect of the antecedents of satisfaction on customer satisfaction is an issue still under debate in the academic literature. Thus, the primary goal of this article is to analyze the relationship between two of the most important antecedents of customer satisfaction ( namely customer expectation and perceived service quality ) and customer satisfaction . Data were collected through a survey, including samples of 250 customers from the 5 Banks in Damascus, Syria . Spss is used to test the hypotheses. The finding show that customer expectation and perceived service quality have a positive effect on customer satisfaction . Bank managers must know how improvement in service quality influences customer satisfaction and what expectation levels they might consider to increase consumer satisfaction which ultimately retains valued customers. KEYWORDS : Customer Expectation , Perceived Service Quality, Customer Satisfaction.
The Effects of Customer Expectation and Perceived Service Quality on Custome...inventionjournals
ย
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.
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...Waqas Tariq
ย
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.
Effect of Functional Service Quality on Customer Satisfaction and Image and t...inventionjournals
ย
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.
Marketing Mix and Service Quality Effect on Customer Satisfaction and Loyalty...QUESTJOURNAL
ย
ABSTRACT: This study aims to test and empirical analysis the marketing mix and service quality effect on customer satisfaction and customer loyalty, research was conducted in 26 branches in Sulawesi a population of about 16 212 customers of PT. HadjiKalla in Sulawesi who purchase Toyota cars for 2015 with a sample of 390 customers. The results of the analysis of structural equation modelusing AMOS version 20 provide evidence that marketing mix has a positive and significant effect on customer satisfaction and customer loyalty. Service quality is positive and significant effect on customer satisfaction, but insignificant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Marketing mix and service quality has a significant on customer loyalty as a mediated customer satisfaction. The practical implication of this study provide increased knowledge and understanding of the customer and the company's management in Sulawesi in increasing customer loyalty through marketing mix, service quality and customer satisfaction. Limitations of this study on a sample size using only the customers car brands Toyota and just carried on Sulawesi area that may limit generalizability of the research findings. Originality of this study provide the basis for the development configuration modeling using structural equation model and conceptual models that prove marketing mix and service quality on customer loyalty as a mediated customer satisfaction in previous research done separately. The mediating role of customer satisfaction is proven to increase customer loyalty to the highway.
Analysis of the Influence of Service Quality Dimensions on Patient Satisfacti...AJHSSR Journal
ย
ABSTRACT : The main purpose of this research is to know the impact dimensions of service quality
(tangibles, reliability, responsiveness, assurance, and empathy) against patient's satisfaction. This research uses
224 respondents who were chosen according to some specified criteria in the patient room of Bhayangkara
Bondowoso Hospital. This is descriptive, comparative, and associative research. Data collection method use
questionnaire. The result by t test with the help of SPSS 26 software shows that the score is sig. 2 tailed variable
tangibles 0.000 <0.05, variable reliability 0.000 <0.05, variable responsiveness 0.000 <0.05, variable assurance
0.000 > 0.05, variable empathy 0.000 <0.05. This t test shows that each variable tangibles, reliability,
responsiveness, assurance, and empathy make an impact against patient's satisfaction. The result of the F test
with the help of SPSS 26 software shows a significant score of 0.000 <0.05. This F test shows that all of the
variable tangibles, reliability, responsiveness, assurance, and empathy make an impact simultaneously against
elderly patient satisfaction.
KEYWORDS: Service, Satisfaction, Elderly
Running head: SERVICE QUALITY IMPROVEMENT 1
SERVICE QUALITY IMPROVEMENT 7
Research Project โ 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 customerโs 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 customerโs burdens on non-price issues are minimized. Prior researches have concentrated on how services can be measured and nature of customerโs 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 companyโs 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 โprofit 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.
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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.
Delivering Experiential Markerting and Service Quality to Improve Customer Lo...ijtsrd
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In an era of strict transport industry competition, many public transport operators offers many facilities and ease of travel. This brings the consumer has many choices in determining the public trasnportation used PT Kereta Api Indonesia Persero is one of the operators of public transportion perform many general improvements of the quality of service and provide a memorable experience to consumers with the aim of satisfying consumers so that ultimately consumers choose PT. KAI as a leading choice in travel. This research aims to know the influence of Experiential Marketing and Service Quality against Customer Loyalty through the Customer Satisfaction at PT. Kereta Api Indonesia Persero in Surabaya. This research uses a quantitative approach was conducted to find out the causal relationships. The population in this study was consumers PT. KAI and the sample of this research is the consumer who uses the train destination Surabaya to Yogyakarta. The sample in this research as much as 160 respondents taken through purposive sampling technique. The results of this research indicate that any significant proposed hypothesis. So Experiential Marketing and Service Quality against Customer Loyalty through the Customer Satisfaction at PT. Kereta Api Indonesia Persero in Surabaya has a significant effect. Andy Pratama Sulistyo "Delivering Experiential Markerting and Service Quality to Improve Customer Loyalty in Public Transportation" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-4 , June 2020, URL: https://www.ijtsrd.com/papers/ijtsrd30975.pdf Paper Url :https://www.ijtsrd.com/management/marketing/30975/delivering-experiential-markerting-and-service-quality-to-improve-customer-loyalty-in-public-transportation/andy-pratama-sulistyo
Running head CUSTOMER SERVICE1CUSTOMER SERVICE2Cust.docxsusanschei
ย
Running head: CUSTOMER SERVICE
1
CUSTOMER SERVICE
2
Customer Service
LaShanda Lewis
AMU
I. Introduction
Significant changes and advances have been made in customer service research. A lot of researchers have concentrated on defining and measuring customer service, as well as its importance for the sake of isolating it from the marketing mix. It is essential to enhance the establishment of service levels as an overall strategy of marketing. This, in turn, helps in evaluating customer experiences and provides suggestions for future research.
A. Thesis:
Customer service is the backbone of success in significant service organizations and the industry as a whole, and thus, this concept needs to be integrated into organization operations to achieve maximum profitability and customer retention.
II. Body - Paragraph 1:
Topic A.
Factors affecting successful customer service
Supporting Evidence
Satisfactory customer service is dependent on creativity, innovation, and high-quality standards. There are various factors which affect the effectiveness of customer service delivery (Wilson et al., 2012). Organizations can develop standards of performance to meet statistical goals.
Explanation
Poor customer service leads to a disastrous outcome. An organization with perfect customer service thrive as a result of increased efficiency. Negative word of mouth from consumers might lead to deterioration of the organization success.
Why is this important?
This is an essential aspect of consideration primarily due to the level of dynamism and competition in the market. The determination of factors affecting customer service will help organizations come up with strategies to counter competition in the market.
III. Body - Paragraph 2:
Topic B
Relationship between customer service and customer satisfaction
Supporting Evidence
There is a strong relationship between customer satisfaction and customer service. Meeting the needs of a consumer at the end of purchase should be prioritized by all human resource functional units in the organization. The pot purchase stage determines the level of satisfaction of consumers (Brady et al. 2010).
Explanation
Customer satisfaction is measured by the disconfirmation theory, which compares the evil of performance after making use of the product. The level of expectation matters in customer service and quality needs to be enhanced.
Why is this important?
This is important because consumer satisfaction and customer service are highly correlated. Without good customer service, customer satisfaction cannot be achieved, and vice versa.
IV. Body- Paragraph 3
Topic C
How customer service affect customer loyalty
Supporting Evidence
Loyalty is defined as the commitment to the organization and the consumer, which forms profoundly after a consumer can get excellent services and quality products to suit his or her needs. Loyalty encourages repetitive buying, and cannot be realized where there is poor custo ...
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The Effect Service Quality to Customer Satisfaction and Customer Loyalty of Argo Bromo Anggrek Train Jakarta-Surabaya in Indonesia
1. IOSR Journal of Business and Management (IOSR-JBM)
e-ISSN: 2278-487X, p-ISSN: 2319-7668. Volume 12, Issue 1 (Jul. - Aug. 2013), PP 33-38
www.iosrjournals.org
www.iosrjournals.org 33 | Page
The Effect Service Quality to Customer Satisfaction and
Customer Loyalty of Argo Bromo Anggrek Train
Jakarta-Surabaya in Indonesia
Sachro ยน, Sri Rahayu Pudjiastuti ยฒ
ยน ยฒ School of Economics Adhy Niaga Bekasi, West Java, Indonesia
Abtrak: 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.
Keywords: Service Quality, Customer Satisfaction and Customer Loyalty.
I. Introduction
Customer Loyalty has an important role in a company, because, retaining customers means maintaining
the viability of the company. Reward of his own loyalty and long-term cumulative, so the longer a loyal
customer of a product/service, the greater the profits derived by an enterprise of a prospect (Griffin, 2002).
The importance of loyalty to the survival of the company, then the company must continuously
maintain and improve the loyalty of its customers. Therefore, to build Customer Loyalty, companies must have
a good relationship with the customer so that the company can better understand the needs, desires and
expectations of its customers. In putting the customer at the center of business activity vortex, expected the
company always pay attention and give priority to customers in all the activities and programs carried out. So
that the customer is a party that is always in precedence, the hope would feel satisfied, comfortable, and
eventually became loyal to the company (Tjiptono, 2002).
Quality products and services play an important role in shaping customer satisfaction, but it is also
closely related in creating profits for the company. The more quality products and services provided by the
company is perceived by the customer satisfaction will be higher (Armstrong, 2002)
Bloemer et al, (1998) in his study showed a variable effect Service Quality on Customer Satisfaction
and Loyalty. Cronin, Brady, and Hult (2000) describe the research results found that there was no direct effect
between service quality on customer loyalty through customer satisfaction in the service of six companies
studied. Service Quality has a close relationship with Customer Satisfaction. To determine the level of
Customer Satisfaction needs to first know the Service Quality provided by the manufacturer to the customer.
Customer Satisfaction will arise after a person experiences provided by the service provider (Parasuraman et al,
1994).
Some researchers regarding the Service Quality associated with Customer Satisfaction and Loyalty
results are very diverse. There are states directly affect Service Quality on Customer Loyalty (Sunghyup Sean
Hyun (2010) and Carrillat AF, et.al (2009), Ravichandran, (2010), Pollack (2009), Ziaul Hoq, (2009), there is
also a states that do not affect Service Quality on Customer Loyalty (Bastos (2008). There is another which
states that Customer Satisfaction is not a significant influence on Customer Loyalty (Sahadevs, and Keyoor P
(2008).
At this time the field of transport is very tight competition. The passengers demand services quality
Previous researchers who explore the Quality-Satisfaction-Loyalty (QSL) associated with the service industry
such as Anderson and Fornell (2000) that stated there was a relationship between Service Quality, Customer
Satisfaction and Loyalty. In the service industry, the core comes from the factors of Service Quality (Lin,
2007).
In addition, Customer Satisfaction and Loyalty always follow the Service Quality is one of the most
frequently used variables to measure the success of marketing (Wen et al., 2005). Research goal is to analyze
and explain how the impact of Service Quality on Customer Satisfaction and Customer Loyalty at PT Argo
Bromo Anggrek Train Jakarta- Surabaya in Indonesia.
2. The Effect Service Quality To Customer Satisfaction and Customer Loyalty of Argo Bromo
www.iosrjournals.org 34 | Page
II. Literature Review
2.1. Customer Loyalty Concept
Customer Loyalty has been widely researched and as a result the concept of loyalty has received many
definition and interpretation in the literature. The concept of loyalty suffers from a lack of clear conceptual and
operational definition. At a very general level, Customer Loyalty is the feeling of the attachment or affection for
a companyโs people, products, or services (Jones and Sasser 1995)
Sudhahar et al. (2006) addressed the SERVLOYAL constructs into seven dimensions for scale
construction process as behavioral dimension; attitudinal dimension; cognitive dimension; conative dimension;
affective dimension; trust dimension; and commitment dimension. According to Walsh et al. (2008), three
popular conceptualizations of loyalty exist as an attitude that leads to a relationship with the brand; as expressed
in terms of revealed behavior; and as buying moderated by individual characteristics, circumstances, and/or the
purchase situation.
2.2. The Customer Satisfaction concept
Kotler (2001) explains that satisfaction is a function of perceived performance and expectations. If the
performance of the product or service is lower than expectations, consumers will be dissatisfied. If performance
is as expected then the consumer will be satisfied, if the performance to exceed expectations, then the consumer
will feel very satisfied. According to Zikmund, McLeod and Gilbert (2003) define satisfaction as a result of the
evaluation after the purchase of the comparison between pre-purchase expectations with actual performance.
Anderson and Srinivasan (2003) assessed Costumer Satisfaction categorized into five dimensions of overall
satisfaction, customer favorite, customer loyalty, customer recommendation and priority option. Understanding
Customer Satisfaction will facilitate companies to maintain Customer Satisfaction to products or services. As
such, inferior products or services can be improved to allow customers with wonderful impression
2.3.Service Quality Concept.
Service Quality is crucial in retaining customers in a long time. Companies that have a superior service
that will be able to maximize the company's financial performance (Gilbert et al, 2004). Services Quality can be
the difference between success and failure in both service and manufacturing firms. Service quality, Customer
Satisfaction have become the main concern of both manufacturing and service organization in the increasingly
intensified competition for customers in today's customer-centered era (Wang et al., 2004). Services despite
being a large and important segment of the world economies the concepts and practices of Service Quality are
not as well developed as those of manufacturing quality (Douglas and Fredendall, 2004). The instrument that
has become most prominent in Attempting to operationalize Service Quality is the gap models of service or
SERVQUAL (Van der Wal et al., 2002; Wisniewski, 2001). Parasuraman et al. (1985) developed a conceptual
framework for the SERVQUAL Model to measure consumer perceptions of service quality and later refined the
models. Study refined the models and has five dimensions: tangibles, reliability, responsiveness, assurance, and
empathy. Service Quality is critically determined by the disparity between the expectations and perceptions of
the customer, and the service actually delivered (Curry and Sinclair, 2002; Ninichuck, 2001).
2.4. The relationship Service Quality, Customer Satisfaction and Loyalty.
The concept of Service Quality, Satisfaction and Loyalty are related to one another. Theoretically, the
process can provide a reference in this study, which affect the quality of service loyalty both directly and
indirectly affects loyalty through Customer Satisfaction. Service Quality can directly affect Customer Loyalty
(Zeithaml, 1996) and affect Customer Loyalty indirectly through satisfaction (Caruana, 2002). Kotler (2003)
explains that the relationship between satisfaction and loyalty is when customers reach the highest level of
satisfaction that causes emotional bond and long-term commitment to the company's brand. Davis et al. (2008)
suggest that the behavioral relationship between satisfaction and loyalty is not a linear one and has two threshold
levels of crises.
III. Methods.
3.1 Research Design
This study uses a quantitative approach to data collection technique using two kinds of data, namely
primary data and secondary data. Primary data is processed through the distribution of questionnaires. The
questionnaire consisted of two parts, the first, is designed to obtain demographic data consisted of questions
related to gender, age, marital status, and occupation of respondents. Second, questionnaires designed to
measure Customer Loyalty and Satisfaction related to the Service Quality provided by PT Argo Bromo
Anggrek train Jakarta to Surabaya and Surabaya to Jakarta. Questionnaires distributed to passengers at the
Railway Train from Jakarta to Surabaya.
3. The Effect Service Quality To Customer Satisfaction and Customer Loyalty of Argo Bromo
www.iosrjournals.org 35 | Page
3.2. The Population and Sample.
3.2.1. Population.
The population in this study was the passenger train Argo Bromo Anggrek Jakarta - Surabaya, but the
population in this study cannot be quantified.
3.2.2. Sample.
Sampling was conducted using non-probability sampling, passengers who meet the criteria and the
population has an equal chance to be selected as the sample (Malhotra, 2004). In accordance with the
characteristics of the samples required sampling technique was purposive when researchers selected a sample
based on some criteria (Cooper and Schindler, 2006). In this case the sample criteria used because researchers
wanted to see loyalty, then the respondent should have done reuse.
3.3. Data Analysis Techniques.
Models performed in this study using Maximum Likelihood estimation (ML). This method is frequently
used estimation methods for data analysis using Structural Equation Modeling (SEM) is considered more
efficient and unbiased if the assumption of multivariate normality is met.
IV. Results
4.1. RespondentsDescription
This chapter shows an overview of the respondent descriptions; among them are gender, age, the level
of general education, rank and work experience. All of them are summarized and presented in the following
table.
Table 4.1.
Respondent Description
No Commentary Total Percentage
1. Sex
a. Male
b. Female
136
164
47
53
2. Age of Respondents
a. 17-40 years
b. 41-60years
c. >60 years
132
163
5
43
53
4
3. Education Level
a. Yunior High School
b. Senior High School
c. Diploma
d. Scholar
e Graduate
8
205
5
75
7
7
21
4
63
5
4. Job
a. PNS/Soldier/Police
b. Private
c. Student
14
251
35
12
59
29
5. Income
a. < Rp 2 million
b. Rp (2-5) million
c. > Rp 5 million
30
249
21
25
57
18
6. The average frequency of use per train month
2-4 times per month
> 4 times per month
131
169
26
74
7. The length of a train customers
a.< 6 months
b. 7-12 months
c. >12months
12
120
168
10
33
57
Sources: Research results 2011
Based on these results indicated some interesting findings about user profile rail transport service that
most women passengers, these findings rein force the understanding when viewed from the aspect of group
psychology that women tend to be more emotional, and almost 80 percent of women manage family finances
and have a role in decision- making. In general, women usually have more characteristics highlight the nature
of prudence, careful; always consider the efficiency, safety and security while driving. Naturally woman have
her security concerns dominated by the productive age group with relatively high mobility character; was
educated academics; work asprivate sector workers; constitute the middle class income levels two to five million
4. The Effect Service Quality To Customer Satisfaction and Customer Loyalty of Argo Bromo
www.iosrjournals.org 36 | Page
dollars per month; when traveling a lot by train fire at least once a week, and more than a year to customers
railway transportation services.
4.2. DataAnalysisResults
Inthis study was to test how far loyalty which is owned by the train passenger Argo Bromo Surabaya
Jakarta when`subjects`are influenced by the service quality and customer satisfaction. Test results between
constructs, is presented in Table 4.2 below:
Table 4.2
Correlation among Constructs
Corelation Estimate Information
Servqual ๏ Customer Satisfaction 0, 729 Significant
Customer Satisfaction ๏ Customer Loyalty 0, 913 Significant
Servqual ๏ Customer Loyalty. 0, 004 Non Significant
Sources: Research results 2011
Table4.2. The high number of correlation (>0.5) between the constructs showed apositive influence and
direction. Thus, the greater the level of services quality provided, the more satisfied the customer using Argo
Bromo Anggrek train. Strongest relationship found in the correlation between customer satisfaction on loyalty
of 0.913, but no significant service quality variable in influencing customer loyalty. The following describes a
direct relationship between the variables:
Table 4.3.
Direct Effect.
Construct Service Qualities Customer Satisfaction
Customer Satisfaction 0, 729
Customer Loyalty 0, 004 0,910
Sources: Research results 2011
Based on the test results obtained by the variable service quality that has a direct positive effect on
customer satisfaction variable was 0.729 with p-value 0.00. The influence significant because p-value less
than 0.05. Thus, the first hypothesis is proven conclusively. Means that the higher the service quality it will be
higher as well received by customer satisfaction. While the variable services quality either directly to the
loyalty of 0.004 with p-value 0.971. The resulting effect is not significant, so the hypothesis is rejected.
As such, does not guarantee a service quality will be a loyal customer, because the service quality has a very
weak influence on the ation of the loyalty of only 0.4%. While the rest (100% -0.4% =99.6%) is explained by
other variables. The following models are presented in Figure 4.1
Figure 4.1ResearchModel
5. The Effect Service Quality To Customer Satisfaction and Customer Loyalty of Argo Bromo
www.iosrjournals.org 37 | Page
4.3. Discussion
1. Effect of kuallitas Service to customer satisfaction.
Dimensions of service quality are formed through tangible, empathy, responsiveness, reliability and
assurance have been able to improve Customer Satisfaction PT Argo Bromo Train Jakarta Surabaya.
Hypothesis is constructed in this study was "the Service Quality significantly affect to Customer Satisfaction" it
turns out, according to research hypothesis can be accepted. Service Quality is a powerful weapon in the
company of excellence, especially service companies. Service Quality to trigger the company's success on all
fronts. Service Quality is an obligation for companies, both manufacturing and service companies. Results of
this study support previous research including Armstrong, (2002).
2. Effect of Service Quality for Customer Loyalty.
The hypothesis is built is "there is the effect of service quality on customer loyalty. The test results
indicate that the variable is not significant Service Quality on Customer Loyalty so that the hypothesis is
rejected. As such, does not guarantee a quality service will be a customer loyal, because the Service Quality has
a very weak influence on the creation of loyalty. These results support the results of previous studies such as
Bastos (2008); Caruana, (2002); Cronin, Brady, and Hult (2000) that there is no direct effect of Service Quality
on Customer Loyalty and through Customer Satisfaction
3. Influence of customer satisfaction on customer loyalty.
Hypotheses that have been built that "There is the influence of Customer Satisfaction on Customer
Loyalty. Based on the test results obtained by that variable customer satisfaction has a direct positive effect on
customer loyalty variables so that the hypothesis can be accepted. Results of this study support the results of
previous studies such as Kotler (2003) which states that Customer Satisfaction is a determinant in improving
Customer Loyalty.
V. Conclusion
The results showed that the five dimensions of reliability, responsiveness, assurance, empathy, and
tangibility shaper proven Service Quality. The results showed there is a strong and positive influence between
the variables of Service Quality on Customer Satisfaction. This is evident from the results of the study showed
that 72.9 % of the variable Customer Satisfaction can be explained by the variable Service Quality, while the
remaining 27.1% is influenced by other factors outside of the variable servicequality.This research note also that
there is no effect between Service Quality on Customer Loyalty. While strong Customer Satisfaction and
significant effect on Customer Loyalty. by 91% the remaining 9% is influenced by other variables. Customer
Satisfaction Is a perfect mediator from the effect Service Quality on Customer Loyalty to PT Argo Bromo
Anggrek Train Jakarta-Surabaya in Indonesia.
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