This research aim to be examine and analyze the effect of quality service, trust and price to customer satisfaction in PT. Telkomsel branch of Makassar, and too examine and analyze the effect of quality service, trust and price on customer loyalty in PT. Telkomsel at Makassar. To apply that goal then used data collection technique through documentation and questionnaires, with taking population that costumer of Telkomsel that holds cards simPATI, As, and HALO, this use one year and domiciled in Makassar city which amounts 47.173 people and taking a sampling with propotional random sampling which amounts 180 people and used data analyze technique Structural Equation Modeling (SEM) with used the help of software Amos release 22. The result of research showed that the quality of service give positive and significant impact on customer satisfaction and loyalty. Trust also give positive and significant impact on customer satisfaction and loyalty while price give negative impact on customer satisfaction and loyalty which by increasing. The price by telkomsel through increased credit rates will affect customer’s satisfaction and loyalty. From the result of this research support the old result of this research and supporting theory where overall research variable with indicators that form question in questionnaire all have an impact on customer satisfaction and loyalty although the variables must be through satisfaction to reach customer loyalty and these variables into a unity
Impact of service quality on customer satisfaction in life insurance companie...Quang Toan Ton
This paper examines the impact of service quality on customer satisfaction in life insurance companies in Sri Lanka. The author conducted a study of 200 customers from the top 5 insurance companies in Sri Lanka who had lapsed their life insurance policies within one year. The SERVQUAL instrument was used to measure customers' perceptions of service quality across five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. The results showed that tangibility, responsiveness, assurance and empathy had a moderate positive impact on customer satisfaction, while reliability had a negative relationship. Of all the dimensions, assurance was found to have the most significant impact on customer satisfaction in the insurance industry. The study provides insights into how improving different aspects of service quality can enhance customer loyalty
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.
This document summarizes a study examining factors that influence customer satisfaction and trust in mobile commerce (m-commerce) transactions. The study surveyed 200 m-commerce customers. Results of the analysis show that customer satisfaction with vendors was significantly influenced by ease-of-use, responsiveness, and brand image. Customer trust in vendors was affected by responsiveness, brand image, and satisfaction. The study concludes that m-commerce providers should focus on these factors to provide more satisfaction and trust among customers. Understanding these factors enables providers to better develop trust with m-commerce customers.
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
consumer buying behavior for new mobile connection7620212071
This project will help marketing student who is looking for the project in mobile connection.so i request to all please go through the project and let me know if required,just mentioned your mail id i will forward you.
Also i will help the student to make there project successful in any stream. (asati.vinay@yahoo.in) this is my mail id where you can write whatever thigs you required related any projects, In future i will upload more projects.
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.
Service marketing introduction, , classification and challengesPROF.JITENDRA PATEL
This Module contain basic of Service Marketing, its definition, major characteristics of Services, its various classification, contribution of service in economy and various challenges faced by service marketer.
The document discusses key concepts related to marketing services. It defines services and their unique characteristics such as intangibility, inseparability, and variability. It also covers the 7 P's of the service marketing mix - product, price, place, promotion, people, process, and physical evidence. The document categorizes different types of services based on what is processed (people or objects) and the nature of the process (tangible or intangible actions). It also discusses service positioning, encounters, and the purchase process for services.
Impact of service quality on customer satisfaction in life insurance companie...Quang Toan Ton
This paper examines the impact of service quality on customer satisfaction in life insurance companies in Sri Lanka. The author conducted a study of 200 customers from the top 5 insurance companies in Sri Lanka who had lapsed their life insurance policies within one year. The SERVQUAL instrument was used to measure customers' perceptions of service quality across five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. The results showed that tangibility, responsiveness, assurance and empathy had a moderate positive impact on customer satisfaction, while reliability had a negative relationship. Of all the dimensions, assurance was found to have the most significant impact on customer satisfaction in the insurance industry. The study provides insights into how improving different aspects of service quality can enhance customer loyalty
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.
This document summarizes a study examining factors that influence customer satisfaction and trust in mobile commerce (m-commerce) transactions. The study surveyed 200 m-commerce customers. Results of the analysis show that customer satisfaction with vendors was significantly influenced by ease-of-use, responsiveness, and brand image. Customer trust in vendors was affected by responsiveness, brand image, and satisfaction. The study concludes that m-commerce providers should focus on these factors to provide more satisfaction and trust among customers. Understanding these factors enables providers to better develop trust with m-commerce customers.
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
consumer buying behavior for new mobile connection7620212071
This project will help marketing student who is looking for the project in mobile connection.so i request to all please go through the project and let me know if required,just mentioned your mail id i will forward you.
Also i will help the student to make there project successful in any stream. (asati.vinay@yahoo.in) this is my mail id where you can write whatever thigs you required related any projects, In future i will upload more projects.
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.
Service marketing introduction, , classification and challengesPROF.JITENDRA PATEL
This Module contain basic of Service Marketing, its definition, major characteristics of Services, its various classification, contribution of service in economy and various challenges faced by service marketer.
The document discusses key concepts related to marketing services. It defines services and their unique characteristics such as intangibility, inseparability, and variability. It also covers the 7 P's of the service marketing mix - product, price, place, promotion, people, process, and physical evidence. The document categorizes different types of services based on what is processed (people or objects) and the nature of the process (tangible or intangible actions). It also discusses service positioning, encounters, and the purchase process for services.
MOS - Service Comparison from Consumer Perspective in Banking SectorBishnu Kumar
This document provides an overview of service marketing in the banking sector in India. It discusses the 7 Ps of marketing as they apply to banks - product mix, promotional mix, price mix, place, people, process, and physical evidence. It notes that while the 4 traditional Ps apply, an additional 3 Ps are important for services - people, process, and physical evidence. The document then analyzes various aspects of each P, such as types of products and services banks offer, elements of promotion, approaches to pricing, and the role of employees and processes in service delivery.
6.[45 54]factors influencing online banking customer satisfaction and their i...Alexander Decker
This document summarizes a research study on factors influencing online banking customer satisfaction in India. The study investigated the major factors that affect customer satisfaction with online banking services and their relative importance. A literature review covered definitions of online banking and customer satisfaction. The study objectives were to investigate influencing factors on customer satisfaction and assess their significance. The methodology involved surveying 250 customers in Vadodara, India using a questionnaire. Data analysis identified 10 factors through factor analysis, including banking needs, core services, convenience, risk/privacy concerns, and factors leading to continued usage. Overall, most respondents reported satisfaction with their bank's online services.
The document provides information about banking services submitted by a group of students. It begins with introducing the origins of the term "bank" and provides a definition of banking. It then discusses the history of banking in India in three phases from 1786 to the present. It notes that India's banking sector is expanding rapidly and discusses the major players in the sector including public sector banks, private sector banks, and foreign banks. The rest of the document discusses key aspects of marketing mix for banking services including product, price, place, promotion, people, process, and physical evidence. It also provides State Bank of India as a case study, outlining its history and products, prices, places, promotions, people, processes, and physical evidence
This document discusses a study on how perceived usefulness, perceived value, and trust influence customers' intentions to use mobile banking applications in Indonesia. It begins with an introduction on the growth of financial technology and mobile banking services in Indonesia. It then reviews previous literature that found perceived usefulness and ease of use most influence mobile banking adoption, and identifies a research gap in needing more empirical studies on how the variables of perceived usefulness, perceived value, trust, and intention to use are constructed and relate to each other. The document proposes to empirically study how these factors influence Indonesian customers' intentions to use mobile banking applications.
This document analyzes a survey of 400 customers in 4 cities in Punjab, India about their perceptions of bancassurance (buying insurance through banks). It finds that after insurance agents, banks are the most preferred way to purchase insurance due to banks' commitment, cost effectiveness, and return on investment. Customers are satisfied with benefits like updated policy information and ease of payments and claims. Most customers said they would purchase future insurance policies through bancassurance if partnerships improve service quality by understanding customer needs.
The paper titled, ―A Study On Customer Loyalty & Satisfaction In Electronics Industry‖ focuses on the level of satisfaction and loyalty a customer perceives in an electronics company. The research made use of ANOVA and Independent sample T- test. The results showed that loyalty and satisfaction are not influenced by type of outlet or age or gender of the customer but by the quality of service a customer receives.
BMA258_Assignment Item 2_Question 2_Sam Smith 055882Samuel Smith
The document discusses the three stages of a service encounter between a consumer and a telecommunications company - the pre-purchase, service encounter, and post-purchase stages. It focuses on how call centers aim to manage consumer expectations and perceptions at each stage, through things like addressing coverage concerns pre-purchase, tightly scripting employee interactions during service, and following up on customer satisfaction post-purchase. The goal is to reduce perceived risk, ensure consistency, build rapport to influence perceptions positively, and identify issues to improve future encounters.
This document summarizes previous research on comparing customer satisfaction between public and private sector banks in India. It discusses the characteristics of banking services and how they impact customer perceptions of quality. Previous studies have identified factors that influence customer satisfaction such as convenience, staff competence, technology availability, and responsiveness. Research has also examined differences in factors that affect satisfaction between public and private banks. For example, private bank customers rate staff and promotional factors higher while public bank customers prioritize routine operations and prices. In general, studies have found that private bank customers express higher satisfaction levels compared to public sector banks.
ABSTRACT:Increasingly more intense competition and the global nature require a shifting from transactional marketing paradigm to relational marketing, especially in e-business to meet increasing and varied customer’s demands. Company management must establish e-loyalty to maintain and retain customers. This paper aims to explain the relationship model of e-service quality, e-satisfaction, e-trust, e-commitment and customer e-loyalty. This relationship is based on the relationship marketing theory based on the online perspective in building the customer e-loyalty. Results of this study show that e-service quality, e-satisfaction, e-trust and e-commitment play a key role in building the e-loyalty of the online customer.
International Journal of Computational Engineering Research(IJCER)ijceronline
International Journal of Computational Engineering Research(IJCER) is an intentional online Journal in English monthly publishing journal. This Journal publish original research work that contributes significantly to further the scientific knowledge in engineering and Technology
The document discusses several key aspects of services marketing. It defines services according to Peter Drucker and the Chartered Institute of Marketing. It notes that services are difficult to define because inputs and outputs are often intangible. Kotler's definition of a service as an activity that does not result in ownership is also mentioned. The document outlines some characteristics that distinguish services from goods, such as intangibility, inseparability, heterogeneity, and perishability. It provides examples of how service industries have grown to comprise large portions of modern economies.
This document discusses a study on consumer behavior and satisfaction of bus owners in Karaikal, India towards local bus body builders. It provides background information on Karaikal, noting it has a population of 200,314. The study examines factors that influence consumer behavior and satisfaction, such as product quality, price, and access. Customer satisfaction is defined as the level to which customer expectations are met or exceeded. The document concludes that understanding consumer behavior and providing excellent customer service throughout the purchasing process are important for generating repeat business and positive word-of-mouth marketing.
Customer satisfaction of mobile phone subscriberssonu chaurasiya
The document discusses customer satisfaction with mobile phone subscribers in India. It provides background on the growth of the mobile phone industry in India, which now has over 800 million subscribers. The document outlines various factors that affect customer satisfaction, such as product quality, availability, and after-sales support. It also discusses marketing concepts like the 4Ps of marketing (product, price, place, promotion) and how understanding customer wants and needs is essential for a successful marketing plan. The document aims to understand satisfaction levels among subscribers of different mobile service providers in India.
The document discusses developing an information technology-enabled service quality model for life insurance services. It reviews literature on topics like information technology, service quality, customer satisfaction, and their relationships. It then describes the study's methodology, which used a survey to collect 221 responses from LIC customers in India. The responses were analyzed using SPSS to test hypotheses and develop a model relating information technology, service quality, and customer satisfaction for life insurance.
Perceived Influence of Perceived Salesperson Relationship and Customer Satisf...ijtsrd
The telecommunications industry is fast growing and continues to attract competition. This makes it essential for telecommunication stakeholders to ensure retention of their current customers, in order to wade off patronising other networks. This among other reasons informed the study to investigate the influence of perceived salesperson relationship and customer satisfaction on customer retention of telecommunications Network users. The study adopted cross sectional survey research design and gathered data from two hundred and forty two 242 telecommunications users in Ibadan metropolis. Data was gathered through well designed questionnaire, comprising of different standardized scale of measurements. Frequency distribution revealed that more of the respondents 57.4 were males, while the other 42.6 were females. Findings revealed that there exists significant relationship between customer retention and salesperson relationship among telecommunications network users in Ibadan r = .46 P .01 . Also, there exists significant relationship between customer satisfaction and salesperson relationship among telecommunications network users in Ibadan r = .65 P .01 . When combined, salesperson interaction relationship and customer satisfaction accounted for about 8 variance in customer retention among telecommunications network users in Ibadan.From the findings, it was recommended that more policies should be put in place which will favour retaining customers. This will continue to retain the culture of retention to the product of the telecommunications service providers. Ojo Adeshina Akinwumi | Obi Ugochukwu. E "Perceived Influence of Perceived Salesperson Relationship and Customer Satisfaction on Customer Retention of Telecommunications Network Users" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-5 , August 2020, URL: https://www.ijtsrd.com/papers/ijtsrd31807.pdf Paper Url :https://www.ijtsrd.com/management/consumer-behaviour/31807/perceived-influence-of-perceived-salesperson-relationship-and-customer-satisfaction-on-customer-retention-of-telecommunications-network-users/ojo-adeshina-akinwumi
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.
The study is focused on analysing service delivery levels offered by commercial banks in Zimbabwe
taking the FBC Bank as a case study company. While the situation of queues, shortages and other customer
complaints are common in many service firms, the FBC problem was mainly on long queues and overcrowded
banking halls
This document provides an overview of key concepts in services marketing. It introduces the objectives of Module 1 on services, which are to explain what services are, identify service trends, and outline differences between goods and services. Challenges for services are discussed, including defining quality and ensuring consistent delivery. The services marketing triangle and expanded 7 Ps marketing mix are introduced as frameworks. Gaps in service quality are explained using the gaps model. Characteristics of services like intangibility and simultaneous production/consumption are reviewed.
Financial Distress Prediction With Altman Z-Score And Effect On Stock Price: ...inventionjournals
: This study aimed to obtain empirical evidence about the state of financial distress prediction using the Altman Z-score and ratio-ratio test Z-score in influencing the price of shares in the chemical subsectors listed in Indonesia Stock Exchange 2009-2014 period. The samples were determined by purposive sampling, while data processing using Microsoft Excel, and SPSS. Financial distress only occurs in ETWA company in 2014 in the category of bankruptcy. Effect of a Z-score to the stock price is significantly 0.004 and ratio-ratio of the Altman Z score is working capital to total assets have no significant effect amounted to 0,085, retained earnings to total assets have no significant effect amounted to 0,478, EBIT to total assets have a significant influence amounted to 0,016, and the book value of equity to book value of total debt had no significant effect of 0.078. Contribution ratio-ratio Altman Z-score of 48.6% to the stock price. In conclusion, the financial distress that are in reasonably good condition. Z-score can be used to predict stock prices, and ratios of Z-score only ebit to total assets can significantly affect stock prices partially.
This document provides summaries and links to purchase assistance for history and other homework assignments. It offers immediate access to complete solutions for courses, exams, and homework without needing to register. The summaries are brief, ranging from one to three sentences for each homework topic or exam. Subjects include pirates, witches, the Civil Rights Movement, US history, bill writing, world history, The Jungle novel, Freud/Rogers theories, indigenous art, and more. Users can click the links provided to view and purchase the full assistance for each assignment.
MOS - Service Comparison from Consumer Perspective in Banking SectorBishnu Kumar
This document provides an overview of service marketing in the banking sector in India. It discusses the 7 Ps of marketing as they apply to banks - product mix, promotional mix, price mix, place, people, process, and physical evidence. It notes that while the 4 traditional Ps apply, an additional 3 Ps are important for services - people, process, and physical evidence. The document then analyzes various aspects of each P, such as types of products and services banks offer, elements of promotion, approaches to pricing, and the role of employees and processes in service delivery.
6.[45 54]factors influencing online banking customer satisfaction and their i...Alexander Decker
This document summarizes a research study on factors influencing online banking customer satisfaction in India. The study investigated the major factors that affect customer satisfaction with online banking services and their relative importance. A literature review covered definitions of online banking and customer satisfaction. The study objectives were to investigate influencing factors on customer satisfaction and assess their significance. The methodology involved surveying 250 customers in Vadodara, India using a questionnaire. Data analysis identified 10 factors through factor analysis, including banking needs, core services, convenience, risk/privacy concerns, and factors leading to continued usage. Overall, most respondents reported satisfaction with their bank's online services.
The document provides information about banking services submitted by a group of students. It begins with introducing the origins of the term "bank" and provides a definition of banking. It then discusses the history of banking in India in three phases from 1786 to the present. It notes that India's banking sector is expanding rapidly and discusses the major players in the sector including public sector banks, private sector banks, and foreign banks. The rest of the document discusses key aspects of marketing mix for banking services including product, price, place, promotion, people, process, and physical evidence. It also provides State Bank of India as a case study, outlining its history and products, prices, places, promotions, people, processes, and physical evidence
This document discusses a study on how perceived usefulness, perceived value, and trust influence customers' intentions to use mobile banking applications in Indonesia. It begins with an introduction on the growth of financial technology and mobile banking services in Indonesia. It then reviews previous literature that found perceived usefulness and ease of use most influence mobile banking adoption, and identifies a research gap in needing more empirical studies on how the variables of perceived usefulness, perceived value, trust, and intention to use are constructed and relate to each other. The document proposes to empirically study how these factors influence Indonesian customers' intentions to use mobile banking applications.
This document analyzes a survey of 400 customers in 4 cities in Punjab, India about their perceptions of bancassurance (buying insurance through banks). It finds that after insurance agents, banks are the most preferred way to purchase insurance due to banks' commitment, cost effectiveness, and return on investment. Customers are satisfied with benefits like updated policy information and ease of payments and claims. Most customers said they would purchase future insurance policies through bancassurance if partnerships improve service quality by understanding customer needs.
The paper titled, ―A Study On Customer Loyalty & Satisfaction In Electronics Industry‖ focuses on the level of satisfaction and loyalty a customer perceives in an electronics company. The research made use of ANOVA and Independent sample T- test. The results showed that loyalty and satisfaction are not influenced by type of outlet or age or gender of the customer but by the quality of service a customer receives.
BMA258_Assignment Item 2_Question 2_Sam Smith 055882Samuel Smith
The document discusses the three stages of a service encounter between a consumer and a telecommunications company - the pre-purchase, service encounter, and post-purchase stages. It focuses on how call centers aim to manage consumer expectations and perceptions at each stage, through things like addressing coverage concerns pre-purchase, tightly scripting employee interactions during service, and following up on customer satisfaction post-purchase. The goal is to reduce perceived risk, ensure consistency, build rapport to influence perceptions positively, and identify issues to improve future encounters.
This document summarizes previous research on comparing customer satisfaction between public and private sector banks in India. It discusses the characteristics of banking services and how they impact customer perceptions of quality. Previous studies have identified factors that influence customer satisfaction such as convenience, staff competence, technology availability, and responsiveness. Research has also examined differences in factors that affect satisfaction between public and private banks. For example, private bank customers rate staff and promotional factors higher while public bank customers prioritize routine operations and prices. In general, studies have found that private bank customers express higher satisfaction levels compared to public sector banks.
ABSTRACT:Increasingly more intense competition and the global nature require a shifting from transactional marketing paradigm to relational marketing, especially in e-business to meet increasing and varied customer’s demands. Company management must establish e-loyalty to maintain and retain customers. This paper aims to explain the relationship model of e-service quality, e-satisfaction, e-trust, e-commitment and customer e-loyalty. This relationship is based on the relationship marketing theory based on the online perspective in building the customer e-loyalty. Results of this study show that e-service quality, e-satisfaction, e-trust and e-commitment play a key role in building the e-loyalty of the online customer.
International Journal of Computational Engineering Research(IJCER)ijceronline
International Journal of Computational Engineering Research(IJCER) is an intentional online Journal in English monthly publishing journal. This Journal publish original research work that contributes significantly to further the scientific knowledge in engineering and Technology
The document discusses several key aspects of services marketing. It defines services according to Peter Drucker and the Chartered Institute of Marketing. It notes that services are difficult to define because inputs and outputs are often intangible. Kotler's definition of a service as an activity that does not result in ownership is also mentioned. The document outlines some characteristics that distinguish services from goods, such as intangibility, inseparability, heterogeneity, and perishability. It provides examples of how service industries have grown to comprise large portions of modern economies.
This document discusses a study on consumer behavior and satisfaction of bus owners in Karaikal, India towards local bus body builders. It provides background information on Karaikal, noting it has a population of 200,314. The study examines factors that influence consumer behavior and satisfaction, such as product quality, price, and access. Customer satisfaction is defined as the level to which customer expectations are met or exceeded. The document concludes that understanding consumer behavior and providing excellent customer service throughout the purchasing process are important for generating repeat business and positive word-of-mouth marketing.
Customer satisfaction of mobile phone subscriberssonu chaurasiya
The document discusses customer satisfaction with mobile phone subscribers in India. It provides background on the growth of the mobile phone industry in India, which now has over 800 million subscribers. The document outlines various factors that affect customer satisfaction, such as product quality, availability, and after-sales support. It also discusses marketing concepts like the 4Ps of marketing (product, price, place, promotion) and how understanding customer wants and needs is essential for a successful marketing plan. The document aims to understand satisfaction levels among subscribers of different mobile service providers in India.
The document discusses developing an information technology-enabled service quality model for life insurance services. It reviews literature on topics like information technology, service quality, customer satisfaction, and their relationships. It then describes the study's methodology, which used a survey to collect 221 responses from LIC customers in India. The responses were analyzed using SPSS to test hypotheses and develop a model relating information technology, service quality, and customer satisfaction for life insurance.
Perceived Influence of Perceived Salesperson Relationship and Customer Satisf...ijtsrd
The telecommunications industry is fast growing and continues to attract competition. This makes it essential for telecommunication stakeholders to ensure retention of their current customers, in order to wade off patronising other networks. This among other reasons informed the study to investigate the influence of perceived salesperson relationship and customer satisfaction on customer retention of telecommunications Network users. The study adopted cross sectional survey research design and gathered data from two hundred and forty two 242 telecommunications users in Ibadan metropolis. Data was gathered through well designed questionnaire, comprising of different standardized scale of measurements. Frequency distribution revealed that more of the respondents 57.4 were males, while the other 42.6 were females. Findings revealed that there exists significant relationship between customer retention and salesperson relationship among telecommunications network users in Ibadan r = .46 P .01 . Also, there exists significant relationship between customer satisfaction and salesperson relationship among telecommunications network users in Ibadan r = .65 P .01 . When combined, salesperson interaction relationship and customer satisfaction accounted for about 8 variance in customer retention among telecommunications network users in Ibadan.From the findings, it was recommended that more policies should be put in place which will favour retaining customers. This will continue to retain the culture of retention to the product of the telecommunications service providers. Ojo Adeshina Akinwumi | Obi Ugochukwu. E "Perceived Influence of Perceived Salesperson Relationship and Customer Satisfaction on Customer Retention of Telecommunications Network Users" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-5 , August 2020, URL: https://www.ijtsrd.com/papers/ijtsrd31807.pdf Paper Url :https://www.ijtsrd.com/management/consumer-behaviour/31807/perceived-influence-of-perceived-salesperson-relationship-and-customer-satisfaction-on-customer-retention-of-telecommunications-network-users/ojo-adeshina-akinwumi
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.
The study is focused on analysing service delivery levels offered by commercial banks in Zimbabwe
taking the FBC Bank as a case study company. While the situation of queues, shortages and other customer
complaints are common in many service firms, the FBC problem was mainly on long queues and overcrowded
banking halls
This document provides an overview of key concepts in services marketing. It introduces the objectives of Module 1 on services, which are to explain what services are, identify service trends, and outline differences between goods and services. Challenges for services are discussed, including defining quality and ensuring consistent delivery. The services marketing triangle and expanded 7 Ps marketing mix are introduced as frameworks. Gaps in service quality are explained using the gaps model. Characteristics of services like intangibility and simultaneous production/consumption are reviewed.
Financial Distress Prediction With Altman Z-Score And Effect On Stock Price: ...inventionjournals
: This study aimed to obtain empirical evidence about the state of financial distress prediction using the Altman Z-score and ratio-ratio test Z-score in influencing the price of shares in the chemical subsectors listed in Indonesia Stock Exchange 2009-2014 period. The samples were determined by purposive sampling, while data processing using Microsoft Excel, and SPSS. Financial distress only occurs in ETWA company in 2014 in the category of bankruptcy. Effect of a Z-score to the stock price is significantly 0.004 and ratio-ratio of the Altman Z score is working capital to total assets have no significant effect amounted to 0,085, retained earnings to total assets have no significant effect amounted to 0,478, EBIT to total assets have a significant influence amounted to 0,016, and the book value of equity to book value of total debt had no significant effect of 0.078. Contribution ratio-ratio Altman Z-score of 48.6% to the stock price. In conclusion, the financial distress that are in reasonably good condition. Z-score can be used to predict stock prices, and ratios of Z-score only ebit to total assets can significantly affect stock prices partially.
This document provides summaries and links to purchase assistance for history and other homework assignments. It offers immediate access to complete solutions for courses, exams, and homework without needing to register. The summaries are brief, ranging from one to three sentences for each homework topic or exam. Subjects include pirates, witches, the Civil Rights Movement, US history, bill writing, world history, The Jungle novel, Freud/Rogers theories, indigenous art, and more. Users can click the links provided to view and purchase the full assistance for each assignment.
A doença de Parkinson é um distúrbio do sistema nervoso central que causa tremores e rigidez muscular, afetando o movimento. Não tem cura, mas os sintomas podem ser controlados com medicamentos. A doença ocorre quando células cerebrais que produzem dopamina são danificadas.
Este documento presenta una lección sobre el sistema penal en Paraguay. Resume los principales problemas del sistema carcelario, incluyendo la sobrepoblación, falta de separación entre condenados y procesados, violencia, consumo de drogas, y condiciones insalubres. También discute cómo las prisiones fallan en lograr la reinserción social de los reclusos, en parte debido a la falta de programas de rehabilitación y oportunidades laborales después del encarcelamiento. Concluye que el sistema actual termina perfeccionando la delincuencia en lugar de reinsert
Deep in the recent NFP numbers we can see a worrying trend: wage rises being matched by a drop in hours worked. is the squeeze finally on. Plus, sterling - whipping boy of bad monetary policy
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Effects of Service Quality, Trust, and Price on The Satisfaction And Loyalty of Customers of PT. Telkomsel In Makassar
1. International Journal of Business and Management Invention
ISSN (Online): 2319 – 8028, ISSN (Print): 2319 – 801X
www.ijbmi.org || Volume 5 Issue 6 || June. 2016 || PP—39-44
www.ijbmi.org 39 | Page
Effects of Service Quality, Trust, and Price on The Satisfaction
And Loyalty of Customers of PT. Telkomsel In Makassar
Milka Pasulu
ABSTRACT: This research aim to be examine and analyze the effect of quality service, trust and price to
customer satisfaction in PT. Telkomsel branch of Makassar, and too examine and analyze the effect of quality
service, trust and price on customer loyalty in PT. Telkomsel at Makassar. To apply that goal then used data
collection technique through documentation and questionnaires, with taking population that costumer of
Telkomsel that holds cards simPATI, As, and HALO, this use one year and domiciled in Makassar city which
amounts 47.173 people and taking a sampling with propotional random sampling which amounts 180 people
and used data analyze technique Structural Equation Modeling (SEM) with used the help of software Amos
release 22. The result of research showed that the quality of service give positive and significant impact on
customer satisfaction and loyalty. Trust also give positive and significant impact on customer satisfaction and
loyalty while price give negative impact on customer satisfaction and loyalty which by increasing. The price by
telkomsel through increased credit rates will affect customer’s satisfaction and loyalty. From the result of this
research support the old result of this research and supporting theory where overall research variable with
indicators that form question in questionnaire all have an impact on customer satisfaction and loyalty although
the variables must be through satisfaction to reach customer loyalty and these variables into a unity.
Keywords: quality of service, trust, price, customer satisfaction and customer loyalty
I. INTRODUCTION
Information and communication and technology in Indonesia developed very rapidly. This can be seen from the
construction of internet backbone network in Eastern Indonesia, which connects 440 cities throughout
Indonesia. And, that mobile device infrastructure has encompassed 80% of the islands in Indonesia and more
than 110 million mobile phone connections have made the people and different organizations across the country
easily connetced to one another.
So far there has been a large number of telecommunication operators in Indonesia. Achmad Rouzni Noor II
(Detikinet Tuesday, 25 June 2013) stated that Indonesia is currentley crawled by 10 telecommunications
operators, namely Telkom, Telkomsel, Indosat, Excelcomindo (XL), Hutchison (3), Sinar Mas Telcom,
Sampoerna Telecommunication, Bakrie Telecom (Esia), Mobile-8 (Fren), and Natarindo Cell Phones (formerly
Lippo Telecom). Consequently, the level of competition among them is very tight. Since the last few years
customers have been surrounded by a variety of attractive advertisements of telecommunication products.
Different providers are offering enticing prices that result in tough tariff-competition. The tariff war has made
customers change their choice on telecommunication service provider from one to another because of the
influence of highly competitive prices offered. Although Act No.36/1999 on Telecommunications has outlined
strict regulations for competition in the Indonesian telecom market, sparkling ads and rampant tariff wars just
keeps taking place. Customers should be alerted from such the situation. They should be selective and make
thorough considerations before purchasing a service offered buy an operator.
Vigilance and thoroughness of consumers in choosing from various competitive products require
telecommunication service providers to improve their marketing strategies to elevate their
competitiveness.Telkomsel is one of the oldest telecommunication service providers in Indonesia that is
currently experiencing an intense competition, a situation that makes the corporate transform itself in every
aspect including developing its marketing strategy. In marketing their products to consumers, companies should
rely not only on the variety of products but also quality service and customer trust for bringing about satisfaction
and loyalty of customers. According to Chandra (2002:6), a marketing concept emphasizes the importance of
customer satisfaction to support an organization in succesfully achieving its goals.Based on the background
above, the study was fouced on the effects of service quality, trust, and customer satisfaction and loyalty to the
PT. Telkomsel in Makassar.
2. Effects of Service Quality, Trust, and Price on The Satisfaction And Loyalty of Customers of
www.ijbmi.org 40 | Page
II. THEORETICAL BACKGROUND
1. Services Marketing
Marketing services is something that can be identified separately, intangible, and offered to meet needs.
Services can be generated by using tangible or intangible objects (Stanton, 2008). Bitner (2000) argued that
marketing service was an economic activity whose products were not consumed at the time of production and
provided value-added (for example, entertainment, enjoyment, casual), and is not tangible. Meanwhile, Miller
and Layton (2000) stated that marketing services was a total system of business activities that was designed to
plan, set a price, promote and distribute products, services, and ideas that had to satisfy target market for
achieving organizational goals.
2. Quality of Services
Quality of service is a driver of multidimensional customer-satisfaction. There have been many studies that tried
to explore the dimensions of service quality. In essence, each of the studies was aimed at addressing two
questions, what the dimensions of service quality are, and which dimensions significantly contribute to
generating customer satisfaction.
Quality of service is a long-term cognitive evaluation of customers on the delivery of services of a company.
The definition of service quality is centered on addressing the needs and desires of customers and accuracy of
delivery to keep pace with customer expectations.Quality of service is one of the key factors in winning
competitive advantage. To achieve the desired quality of service, a company should meet customer needs.
Tjiptono (2005:59) claimed that the quality of service was something that was centered on addressing the needs
and desires of customers. Thus, the quality of service is to fulfil the needs and desires of customers who use the
service, and provide services in appropriate manners.
The concept of service quality is the focus of assessment that reflects consumer perceptions on the five physical
dimensions and performances of services. Kotler and Keller (2009:57) mentioned five dimensions used to
measure quality of service, as follows:
a. Reliability, the ability to reliably and accurately actualize promised services.
b. Responsiveness, the willingness to help customers and provide timely services.
c. Assurance, the knowledge, courtesy, and ability of employees to demonstrate trust and confidence.
d. Empathy, a state of paying personal attentions to customers.
e. Tangibles, the appearance of physical facilities, equipment, personnels, and communication materials.
3. Customer Trust
Trust is one's willingness to rely on others with whom she/he is confident. Trust is a mental state that is based on
one's situation and social context. When a person takes a decision, he would prefer a decision that is based on
the choice of people he can trust more than those less believed.
Trust is a psychological state by which a person is willing to accept anything as it is on the basis of his/her
expectations of others with good behaviors. Consumer confidence is defined as the willingness of parties to
accept the risk of other parties’ actions on the basis of the assumption that they (the other parties) do good acts
for the sakes of consumers who trust them regardless of the ability of consumers to supervise and control their
actions.
According to Pavlou (2002), trust is an assessment over one's relationship with others, who will perform
expected specific-transactions in an environment that is full of uncertainties. A trust occurs when a person is
confident with the reliability and integrity of the people he/she trusts.Trust is build up by parties that have not
known each other well in interaction or transaction activities. McKnight, et al. (2002) stated that there were two
dimensions of consumer confidence, as depicted below.
a) Trusting Belief
Trusting belief is the extent to which a person believes and feels confident with other persons in a situation.
Benevolence is the perception of those that believe (consumers) in the trusted parties (sellers' virtual store) who
have characteristics that consumers would benefit from. McKnight, et al. (2002) mentioned three elements that
could form trusting belief, namely benevolence, integrity, competence.
1. Benevolence
Benevolence (goodwill) means how much a person believes in a seller to act properly for him/her.
Benevolence is a willingness of a seller to serve interests.
2. Integrity
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Integrity is how confident someone with the honesty of a seller to maintain and fulfill the agreements that
have been made with consumers.
3. Competence is a person's belief in the ability of a seller to help consumers in doing things on the basis of
consumers’ needs. The essence of competence is how successful a seller produces what consumers expect.
Core competence is the ability of a seller to meet the needs and desires of consumers.
b) Trusting Intention
Trusting intention is a state by which someone is ready to rely on others in a situation; this applies individually
against others. Trusting intention is based on a person's cognitive beliefs to others. McKnight, et al. (2002)
identified two elements that could form trusting intention, that is, (1) willingness to depend and (2) subjective
probability of depending. Trusting intention is divided into several parts as described in the following.
1. Willingness to depend
Willingness to depend is the willingness of consumers to rely on sellers; they are willing to take any risks or
negative consequences that may occur.
2. Subjective probability of depending
Subjective probability of depending is a willingness to provide personal information to seller, do transaction,
and willingness to follow any advice or meet the requirements made by sellers.Customer trust is one of the
factors that lead to the formation of long-term relationships based on trust. Berry in Ismail (2014) claimed that
the factors on which to base the creation of confidence in a company is perception on competence and honesty
of a company. Based on their other study, Berry, Parasuraman and Zeithaml, stated that competence of service
companies was an important measurement that underpinned consumer trust (Ismail, 2014:46). Accordingly, the
indicators used in measuring consumer trust are:
a. Company competence.
b. Company honesty.
c. Company reliability.
4. Price
Price is the only element of marketing mix that provides income or revenue for a company. From a marketing
perspective, price is monetary units or measures (including goods and services) that are exchanged in order to
obtain ownership rights over the use of goods or services. This view is consistent with the concept of exchange
in marketing.
Price is another component that directly influences corporate profits. Pricing contributes to the quantity of goods
sold. Also, it indirectly affects costs as the quantity of goods sold count for costs incurred in relation to
production efficiency. Therefore, pricing is responsible for generated total revenues and total costs. That is why
decision and pricing strategy play crucial roles for a company.
The price is actually a stated value in a currency or medium of exchange against specific goods. In fact, a value
or price is not only determined by physical factors but also other factors that contribute to pricing.According to
Kotler and Armstrong (2013:52), price is an element of marketing mix that can generate revenues. Kotler and
Armstrong (2013:278) argued that there were three indicators used to measure price, namely:
a. Affordability.
b. Conformity between price and product quality.
c. Conformity between price and with benefit.
5. Customer Satisfaction
Irawan (2004:37) claimed that customer satisfaction was determined by customer perception on performance of
products or services in meeting customers’ expectations Customers feel satisfied if their expectations are met or
exceeded. The key question is actually ‘what makes customers satisfied?’Customer satisfaction, according to
Rangkuti (2005:30), is defined as customers’ responses to the discrepancy between their expected level of
interest and the actual performance they found.
Schnaars (1991), quoted by Wijaya (2011:2), said that customer satisfaction could provide several benefits; for
example, it could create a harmonious relationship between company and customers; it could make buyers do
repeated purchases; and it could build up customer loyalty as a result of mouth-to-mouth recomendation (word
of mouth), which turns to be an advantage for a company.
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Tjiptono and Chandra (2005:217) argued that customer satisfaction was determined by the ability of service
providers to meet customers’ expectations. Therefore, customer education program is crucial for an organization
to achieve success. Based on the definition, satisfaction is a function of perceptions on performances and
expectations. If the performance is below expectations, customers will not be satisfied. On the contrary, if a
performance meets expectations, customers will be satisfied.
Hasan (2014:99) asserted that factors that drove a customer to make decision was hospitality, willingness to
help, and responsiveness level of emloyees in providing services. Aside from this view, the indicators used in
measuring customer satisfaction are:
1. Perceived quality
2. Perceived value
3. Customers’ expectation
6. Customer Loyalty
Customer loyalty, according to (Kotler & Keller, 2008; Hasan, 2008:79), is a behavior that is associated with the
brand of a product, including the possibility of renewing a contract brand in the future, the possibility of
customers to hold back their support for the brand, and the possibility of customers to strengthen the positive
image of a product. If the product is not capable of satisfying customers, customers will react by exit (customers
stop buying a certain brand or product) and voice (customers express dissatisfaction directly to a company).
Sutisna (2003:41) mentioned that loyalty could be classified into two groups: brand loyalty and store loyalty.
For example, for a consumer who makes purchases of a single brand of a product very often, there will not be
any other alternative brand to purchase but the product brand they have always purchased. When the product
brand is not available in the nearby stores, she/he will keep trying to find it even if it is at a distant place. If the
brand is not available, and the sales clerk says that it will come a few days later, she/he will be willing to wait.
Consumers having such a behavior of purchase can be called very loyal to the brand of choice (brand loyalty).
Loyal customers are the most important asset for a company. Griffin in Hurriyati (2005:130) mentioned that the
indicators used in measuring customer loyalty were:
1. Regular purchase.
2. Purchase outside the line of products/services.
3. Recommendation to others.
III. RESEARCH METHODS
The population of this study was customers of PT Telkomsel in Makassar. The testing on the models applied
maximum likelihood estimation (MLE) and analysis of structural equation modeling (SEM). The sample taken
by proporsional purposive sampling method, and the software used was AMOS on 180 respondents.
Research results
The results of statistical analysis can be seen from the values of test model of goodness of fit, that is, GFI=
0.927, AGFI= 0.898, TLI= 0.993, CFI=0.994, RMSEA= 0.018 and CMIN/DF= 1.057; all the values were in the
the expected range so that the model could be accepted.
The results of the study were as follows. (1) Quality of service significantly affected the satisfaction of
customers of PT Telkomsel in Makassar. The service quality was measured by five indicators, namely
reliability, responsiveness, assurance, empathy, and tangible. This result implied that good service quality
increase customer satisfaction, and this supports the theory set forth by Zeitham et al. (2010); Kotler (2008);
Parasuraman, et al. (1998). (2) Trust significantly affected the satisfaction of customers of PT Telkomsel in
Makassar. The company trust was measured by three indicators, namely competency, honesty, and reliability of
the company. The result indicated that the presence of customer trust increase customer satisfaction, supporting
the views of Pavlou (2002), Lim et al. (2001), and McKnight et al. (2002). (3) Prices affected not significantly
on the satisfaction of customers of PT. Telkomsel in Makassar. The product prices were measured by three
indicators, i.e. affordability, the conformity between price and product quality, and the conformity of between
price and benefits. The result suggested that price changes do not trigger the presence or absence of customer
satisfaction, consistent with the views of Rahman (2010), Kotler and Armstrong (2013). (4) Quality of service
significantly affected the loyalty of customers of PT. Telkomsel in Makassar; this means that good service
quality elevates customer loyality, and this was consistent with the claim of Tjiptono (2005) that an outstanding
service quality could build up the loyalty of customers. (5) Trust had significant impacts on the loyalty of
customers of PT Telkomsel in Makassar; this implied that the presence of customer trust could increase
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customer loyalty, consistent with the findings of Erna (2013) that trust had significant and positive effects on
customer loyalty. (6) Prices had significant negative-effects on the loyalty of customers of PT. Telkomsel in
Makassar; this suggested that price increase reduce customer loyalty and vice versa. This goes along with the
principles of economy that if prices decline, the number of demands will rise, and this supports the economic
theory of Angipora (2002). (7) Customer satisfaction significantly affected the loyalty of PT Telkomsel in
Makassar. The customer satisfaction was measured by three indicators, i.e. perceived qualities, perceived values,
and customer expectations. This advises that the presence of customer satisfaction increases customer loyalty;
and this is consistent with research finding of Erna Wahyuningsih (2013).
IV. CONCLUSIONS AND SUGGESTIONS
1. Conclusions
a. Service quality significantly affected customers’ satisfaction of PT. Telkomsel in Makassar. The results of
this study demonstrated that good service quality increased customer satisfaction, and supported the theory
of Zeitham et al (2010); Tjiptono, (2005); Kotler (2008); Barata (2006), Parasuraman, et al., (1998),
Usmara (2003).
b. Trust significantly affected on the satisfaction of customers of PT. Telkomsel in Makassar. This suggested
that the presence of customer trust would increase customer satisfaction, and accords to the theory of
Pavlou (2002), Doney and Canon (2007), Lim et al. (2001), McKnightet al. (2002).
c. Prices affected not significantly on the satisfaction of customers of PT Telkomsel in Makassar. The study
indicated that price changes did not trigger the presence or absence of customer satisfaction, and this was in
line with the theory of Rahman (2010) and Kotler and Armstrong (2013).
d. Quality of service significant affected the loyalty of customers of PT. Telkomsel in Makassar. This implied
that good quality of service would increase customer loyalty, and this is consistent with the view of
Tjiptono (2005) that outstanding service quality could create customer loyalty.
e. Trust significantly affected the loyalty of customer of PT. Telkomsel in Makassar. This means that
customer trust would increase customer loyalty, and this goes along with the findings of Erna (2013) that
trust significantly and positively affected customer loyalty.
f. Price had significant negative-effects on the customer loyalty of PT. Telkomsel in Makassar. This indicates
that price increase would reduce customer loyalty and vice versa. This is suitable with the principles of
economy claiming that if prices decline, the number of requests would rise, supporting the economic theory
of Gitosudarmo (2003) and Angipora (2002).
g. Customer satisfaction significantly affected the loyalty of customers of PT Telkomsel in Makassar. This
shows that customer satisfaction would increase customer loyalty. This is consistent with the research
findings of Erna Wahyuningsih (2013).
2. Suggestions
It was suggested that PT. Telkomsel improve its service quality by offering more service facilities and
improving the skills or knowledge of its employees to increase its customers’ satisfaction, which in turn would
create the loyalty of its customers in using its services. It was also recommended that PT. Telkomsel keep its
promises to consumers. Furthermore, PT. Telkomsel should pay attention to price aspect (call tariff) so that it
could be more competitive against the prices offered by other telecommunication service providers.
The findings obtained in this study can be made a consideration to carry out further research so that the
development of science, especially the science of marketing management of telecommunication services would
develop in line with the development of relevant issues. It was suggested that other researchers include other
factors that might affect customer satisfaction and loyalty, and take bigger number of respondents in their
research on the similar issue.
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