The purpose of this study is to determine the significance of the effect of service quality,
reference groups and facilities on decision making. The study is conducted by survey, the number of samples in
this study are 125 respondents. The research method used in this study is descriptive analysis method
This document summarizes a research study that examined how four dimensions of service quality (tangibility, reliability, assurance, and responsiveness) influence customer satisfaction for two courier services in the Philippines: Grab and Lalamove. The study surveyed 370 millennials in Quezon City on their experiences using the services. Results showed that all four dimensions positively influenced customer satisfaction levels, with different impacts. Grab customers reported higher satisfaction than Lalamove customers. A common problem during the pandemic was long delivery times due to community restrictions.
1. The document provides details of a student project on the international operations of Nokia India Pvt. Ltd. including the student's name and program details.
2. The objectives and problem statement of the project are outlined, focusing on understanding Nokia's marketing, advertising, and international strategies as well as comparing them to competitors.
3. The methodology discusses using both primary research like interviews and secondary research from sources like reports and websites to analyze Nokia's consumer decision making and brand preferences.
Service Quality and Postgraduate Student Satisfaction by Nigina Kadirova (Eur...Nigina Kadirova
This document discusses a pilot study that assessed the relationships between dimensions of service quality and postgraduate student satisfaction at a private university in Malaysia. It provides background on concepts of service quality and student satisfaction in higher education. The study used the three-dimensional service quality model of physical quality, interactive quality, and corporate quality proposed by Lehtinen and Lehtinen to examine their relationships with student satisfaction. The results suggested that all three service quality dimensions are moderately to highly related to student satisfaction.
The document summarizes a research paper on customers' attitudes toward using mobile messaging to promote customer relationship management (CRM). The objectives of the research were to analyze respondents' attitudes toward promotional mobile messages and their opinions on using mobile messaging as a CRM tool. A survey of 100 respondents was conducted to collect data on their usage and preferences regarding mobile messaging from various sectors like banking, insurance, etc. The results showed that most respondents received promotional messages and had a positive attitude toward messages sent with prior permission. Banking, insurance, and financial services were the most preferred sectors to receive mobile messages from. The conclusion is that mobile messaging can enhance the customer experience and help build better CRM through brand promotion, attracting new customers, and
Assessment of Service Quality in Higher Education: Case Study in Private Univ...inventionjournals
Service quality is one factor that is considered in managing an educational institution. Student satisfaction is the result of perceived service quality of students during the educational process. The purpose of this study is to explore the student's perspective on the service quality received during the learning process. Data collected from students and the questionnaires collected were 95 respondents. IPA analysis is used in order to identify the attributes of service quality from the students’ perspective of level of importance and the perceived performance. Result show that there is a gap between importance and performance attributes of service quality. Based on the cartesius diagram there are two attributes in quadrant I are top priority for improvement. These attributes are fast service and student exchange programs.Based on the customer satisfaction index results showed that the service quality that has been given by university in the criteria of reasonable satisfactory. The results of this analysis are expected to assist management in improving the quality of service to the students in terms of both academic and non-academic, because private universities received the largest inflowfrom students. Recommendations are also discussed to obtain more comprehensive results in measuring student satisfaction
This document summarizes a research study that examined the influence of product quality, brand image, and brand trust on customer satisfaction and loyalty for Samsung smartphones in Denpasar, Bali, Indonesia. The study surveyed 185 Samsung smartphone users and analyzed the data using structural equation modeling. The results showed that product quality positively and significantly influences brand image, brand trust, and customer satisfaction. Brand image and brand trust also positively and significantly influence customer satisfaction. Additionally, customer satisfaction positively and significantly influences customer loyalty. Thus, the study concludes that improving product quality is key to increasing customer satisfaction and loyalty for Samsung smartphones.
1) The document discusses a study on the bank selection criteria of retail customers in Khulna City, Bangladesh.
2) The study aimed to evaluate customer preferences for different types of banks and identify the most important factors considered by customers when selecting a bank.
3) The study found that customers place the highest emphasis on convenience factors related to availing required banking services, such as location and operating hours. Other important factors included economic, promotional, and influence factors.
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.
This document summarizes a research study that examined how four dimensions of service quality (tangibility, reliability, assurance, and responsiveness) influence customer satisfaction for two courier services in the Philippines: Grab and Lalamove. The study surveyed 370 millennials in Quezon City on their experiences using the services. Results showed that all four dimensions positively influenced customer satisfaction levels, with different impacts. Grab customers reported higher satisfaction than Lalamove customers. A common problem during the pandemic was long delivery times due to community restrictions.
1. The document provides details of a student project on the international operations of Nokia India Pvt. Ltd. including the student's name and program details.
2. The objectives and problem statement of the project are outlined, focusing on understanding Nokia's marketing, advertising, and international strategies as well as comparing them to competitors.
3. The methodology discusses using both primary research like interviews and secondary research from sources like reports and websites to analyze Nokia's consumer decision making and brand preferences.
Service Quality and Postgraduate Student Satisfaction by Nigina Kadirova (Eur...Nigina Kadirova
This document discusses a pilot study that assessed the relationships between dimensions of service quality and postgraduate student satisfaction at a private university in Malaysia. It provides background on concepts of service quality and student satisfaction in higher education. The study used the three-dimensional service quality model of physical quality, interactive quality, and corporate quality proposed by Lehtinen and Lehtinen to examine their relationships with student satisfaction. The results suggested that all three service quality dimensions are moderately to highly related to student satisfaction.
The document summarizes a research paper on customers' attitudes toward using mobile messaging to promote customer relationship management (CRM). The objectives of the research were to analyze respondents' attitudes toward promotional mobile messages and their opinions on using mobile messaging as a CRM tool. A survey of 100 respondents was conducted to collect data on their usage and preferences regarding mobile messaging from various sectors like banking, insurance, etc. The results showed that most respondents received promotional messages and had a positive attitude toward messages sent with prior permission. Banking, insurance, and financial services were the most preferred sectors to receive mobile messages from. The conclusion is that mobile messaging can enhance the customer experience and help build better CRM through brand promotion, attracting new customers, and
Assessment of Service Quality in Higher Education: Case Study in Private Univ...inventionjournals
Service quality is one factor that is considered in managing an educational institution. Student satisfaction is the result of perceived service quality of students during the educational process. The purpose of this study is to explore the student's perspective on the service quality received during the learning process. Data collected from students and the questionnaires collected were 95 respondents. IPA analysis is used in order to identify the attributes of service quality from the students’ perspective of level of importance and the perceived performance. Result show that there is a gap between importance and performance attributes of service quality. Based on the cartesius diagram there are two attributes in quadrant I are top priority for improvement. These attributes are fast service and student exchange programs.Based on the customer satisfaction index results showed that the service quality that has been given by university in the criteria of reasonable satisfactory. The results of this analysis are expected to assist management in improving the quality of service to the students in terms of both academic and non-academic, because private universities received the largest inflowfrom students. Recommendations are also discussed to obtain more comprehensive results in measuring student satisfaction
This document summarizes a research study that examined the influence of product quality, brand image, and brand trust on customer satisfaction and loyalty for Samsung smartphones in Denpasar, Bali, Indonesia. The study surveyed 185 Samsung smartphone users and analyzed the data using structural equation modeling. The results showed that product quality positively and significantly influences brand image, brand trust, and customer satisfaction. Brand image and brand trust also positively and significantly influence customer satisfaction. Additionally, customer satisfaction positively and significantly influences customer loyalty. Thus, the study concludes that improving product quality is key to increasing customer satisfaction and loyalty for Samsung smartphones.
1) The document discusses a study on the bank selection criteria of retail customers in Khulna City, Bangladesh.
2) The study aimed to evaluate customer preferences for different types of banks and identify the most important factors considered by customers when selecting a bank.
3) The study found that customers place the highest emphasis on convenience factors related to availing required banking services, such as location and operating hours. Other important factors included economic, promotional, and influence factors.
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.
Combining clustering algorithms for provide marketing policy in electronic st...ijpla
One of the main challenges of electronic market is how to attract customers as various products and customers’ preferences effect widely on it. In this paper, we have started to categorize electronic markets customers using k-means, En, Farthest first algorithms to determine marketing policies and customer satisfaction and indicated that each algorithm either cover the weakness of cluster analyzing of other algorithms for some customers or integrated data of all algorithm analyses which provided detailed results of customers’ behavioral methods and its relation with their shopping basket could finally lead us to more income and increased productivity using obtained analyses.
The aim of this research is to develop a comprehensive model by measuring the influence of
culture, social, personal and psychology on consumer decisions in purchasing decisions for bancassurance.
This research applies a descriptive research design using survey methods. Sampling uses convinient sampling
as a sampling technique. This study uses the structural equation modeling approach - Lisrel to test the influence
of the significance of the overall model and predetermined pathway
Relation Benefit Implication for Repeating Order through Online Sales Applica...IOSR Journals
Strategy relational benefits, when viewed from the perspective of Customer Relationship Management is a strategy to facilitate the implementation of Customer Relationship Management strategy to become business actions to respond to the behavior of actual and potential customers. Information technology also provides many benefits and services for customers such as the benefits of the trust in the form of self-confidence and reduced anxiety (Rebecca and Kevin P. Gwinner, 2003[1]). The use of information technology also provide time benefits which is saving the time to visit or view the product and also selling the product at the same time (Yujong Hwang and Dan J.Kim, 2007[2]).The sampling method used in this study is proportional cluster random sampling. The samples is from the online customer of the batik product in East Java from February to May 2013. Analysis of the data in this study are using Structural Equation Modelling (SEM). Based on the results of research on that confidence can benefit significantly influence the satisfaction, confidence benefits significantly influence usage intention, social benefits significantly influence satisfaction, social benefits significantly influence usage intention, special treatment benefits significantly influence satisfaction, special treatment benefits significantly influence usage intention, satisfaction significant effect on usage intention.
The impact of Recruitment and Selection process on candidates' intention to a...Target Research
Negli ultimi decenni la competizione per attrarre e trattenere in azienda i talenti, la cosiddetta “War For Talent” (Michaels, Handfield-Jones & Axerold, 2001) è aumentata costantemente. Diventa quindi fondamentale per le aziende trovare le modalità di Recruitment più efficaci per raggiungere i migliori e portarli dalla loro parte.
Assessing the Internet Banking Services of Selected Banks in the Philippines ...Samantha Tan
This document summarizes a study that assessed the internet banking services of two major banks in the Philippines using the E-SERVQUAL model. 200 internet banking users from the two banks completed surveys evaluating their satisfaction across 7 dimensions of service quality: efficiency, fulfillment, privacy, responsiveness, compensation, contact, and system availability. The study found that customers were most satisfied with privacy but least satisfied with system availability. Demographic factors like age, gender, experience, and occupation did not significantly impact satisfaction levels. The two banks performed similarly across most dimensions, with the exception of system availability which was rated significantly higher for one bank. Common problems reported included system maintenance issues. Users' top recommendation was improving security against fraud.
This document discusses an attribute-based model of customer satisfaction for internet self-service technology. It examines how attributes like efficiency, ease of use, performance, control and convenience impact user satisfaction. It also identifies three segments of technology users based on their readiness to adopt technology, and argues that the importance of attributes in determining satisfaction varies across these segments. A survey of 459 online travel/bookstore users found support for these ideas and implications are discussed for managing customer experiences.
The Impact of Technology Based Self Service Banking Dimensions On Customer Sa...ijbiss
The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting attributes on the basis of past studies on service quality of automated services and customer satisfaction.Data was collected from sample of bank customers in India. The collected data was divided into two subsamples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software.Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the remaining half of the collected data
This document summarizes a research study that examined the relationships between perceived website quality, perceived benefits, electronic word of mouth (eWOM), trust, and consumer attitudes toward online shopping in Indonesia. The study used a survey of 118 online shopping consumers and structural equation modeling to analyze the data. The results showed that perceived website quality positively influences perceived benefits and trust. Perceived benefits and trust positively impact consumer attitudes toward online shopping. Additionally, perceived website quality indirectly influences consumer attitudes through its effect on trust.
International Journal of Humanities and Social Science Invention (IJHSSI) is an international journal intended for professionals and researchers in all fields of Humanities and Social Science. IJHSSI publishes research articles and reviews within the whole field Humanities and Social Science, 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.
This document summarizes a research paper that examines the role of customer satisfaction in retaining customer loyalty at Sabadou Transfer Agency in Kankan, Guinea. The study uses the SERVQUAL model to evaluate the impact of service quality on customer satisfaction and loyalty. Data was collected through questionnaires from 120 Sabadou customers. The findings show that service quality and customer satisfaction are significantly correlated with customer loyalty. Maintaining high quality services provides customer satisfaction and loyalty, while low quality leads to dissatisfaction and potential disloyalty. The conclusion is that a customer's likelihood to switch companies depends on service quality levels and satisfaction.
An Empirical Analysis of Attributes Influencing... Shirin - Abdulaziz -Chris ...Shirin Avazxanovna
This document presents a study that uses the Analytic Hierarchy Process (AHP) to analyze attributes influencing university student customers' bank selection in Dubai. It reviews literature on factors studied in other bank selection studies. The study aims to rank attributes influencing student customers' preferences and rank banks under different attributes. It describes applying AHP, a multi-attribute decision making model, to structure the bank selection problem with attributes and banks as alternatives. The attributes examined are friendliness of staff, proximity of location/ATM, recommendations, service charges, service quality, social media presence, convenience, and reputation.
1) The document examines the relationship between corporate social responsibility (CSR) and financial performance of Chinese listed companies, analyzing how CSR may have a deferred effect on improving financial metrics like return on assets (ROA) and return on equity (ROE).
2) It uses ordinary least squares regression to model the impact of current and previous years' CSR performance scores on current financial performance, controlling for factors like company size, earnings per share, industry, and age.
3) Preliminary results suggest CSR may not generate immediate financial gains but could improve financial performance over longer periods as CSR benefits materialize for stakeholders and boost a company's reputation, market share, and ultimately profits.
Selection of Supplier by Using Saw and Vikor MethodsIJERA Editor
Now a days, Lean manufacturing becomes a key strategy for global competition. In this environment the most important process is the efficient selection of suppliers. In any organization various criteria such as quality, cost, location etc are used for the selection of supplier which plays a vital role in the industry. In the present work multi criteria decision making (MCDM) methods are used such as SAW method and VIKOR method. It is used to select the best supplier for implementing the spring manufacturing industry. Choice of the efficient supplier could be a complicated and is a complex problem and this draw back associate degreed a key success for an organization. In this paper linguistic fuzzy data is used to search out the ratings and weights and also the introduced methodologies employed to pick the efficient supplier
This document summarizes a study that examines the relationship between board diversity and earnings quality of firms listed on the Amman Stock Exchange from 2010 to 2019. The study measures board diversity based on gender, experience, age, and religion of board members. It finds that gender, experience, and age of board members significantly affect earnings quality, but religion does not. This suggests that more diverse boards in terms of these characteristics can enhance earnings quality. The study provides implications for Jordanian policymakers to promote more diverse boards to improve corporate governance of listed firms.
This document outlines a research project that surveyed 48 Airtel customers in South Bangalore about their buying behavior when purchasing mobile tariff plans. The survey aimed to understand how customers choose plans based on their needs, the factors that influence their decisions, and how behaviors differ across age groups and gender. The project was submitted as a partial requirement for a post-graduate diploma in management at Indus Business Academy in Bengaluru, India. It was supervised by a professor and reviewed existing literature on related topics like prepaid mobile usage patterns and preferences for recharge plans.
Effect of Image Quality Service and Schools Parents of Satisfaction in Surabaya.IOSR Journals
This study aimed to determine the effect of Quality of Service (X1), the image of School (X2) either partially or simultaneously to the satisfaction of Parents' (Y) in the School of Surabaya. This study has four hypotheses, namely: (1) there is an allegation of a positive and significant relationship between service quality in partial satisfaction of the Parents' School in Surabaya. (2) there are allegations about a positive and significant relationship between the partial image of the Parents 'Satisfaction (Y) in the School of Surabaya, (3) there is a suspicion of a positive and significant relationship between service quality and image simultaneously on Parents' Satisfaction in School Surabaya, (4) there is suspicion between the two independent variables and the image and quality of service, quality of service is the most significant effect on increasing Satisfaction Parents' School in Surabaya?
1) The study analyzed the influence of organizational culture on employee task performance at PT Bank Pembangunan Daerah Bali in Renon Branch, with work discipline as a mediating variable.
2) The results showed that organizational culture had a positive and significant direct effect on task performance and an indirect effect through work discipline.
3) Work discipline was found to partially mediate the relationship between organizational culture and task performance.
This study examined the relationship between five dimensions of corporate social responsibility (CSR) (social, ethical, legal, environmental, technological) and competitive advantage in the Jordanian commercial banking sector. A survey of 206 employees across five commercial banks was conducted. Regression analysis found that 40.4% of the variance in competitive advantage is explained by changes in the CSR dimensions. Specifically, the legal, environmental, and technological dimensions had a statistically significant positive impact on competitive advantage, while the social and ethical dimensions did not. The findings suggest banks could improve competitive advantage by focusing CSR efforts on legal, environmental, and technological responsibilities.
This document summarizes a research study that examined the relationship between impression management and stakeholders' satisfaction at car servicing firms in Nigeria, and the moderating role of environmental dynamism. The study used a survey design to collect data from 109 car servicing firm owners/managers. Results found a positive and significant relationship between impression management and stakeholders' satisfaction. However, environmental dynamism was shown to weaken the strength of this relationship. The study concluded that car service entrepreneurs should effectively manage impressions to build a good image and satisfy stakeholders, while also adapting to changes in the dynamic business environment.
Introduction Background Of The Topic Online education.pdfbkbk37
This document discusses marketing strategies in online education in the UK. It aims to investigate how the marketing mix influences students' online education choices and what marketing factors affect the online education sector. The document reviews literature on the traditional 4Ps marketing mix and expanded 7Ps mix applied to services. It outlines the research methodology, which will use an online survey of 400 UK private school/institution students and analyze the quantitative data collected. The study aims to help build marketing strategies for the growing online education industry.
This document discusses marketing strategies in online education in the UK. It aims to investigate how the marketing mix influences students' online education decisions and identifies relevant marketing factors. The document provides background on marketing in online education and reviews literature on the 7Ps marketing mix model and its elements - product, price, promotion, place, people, process, and physical evidence. It outlines the research methodology, including a quantitative survey of 400 UK students to collect primary data on factors affecting their decisions. The findings will help develop marketing strategies for the online education sector.
Combining clustering algorithms for provide marketing policy in electronic st...ijpla
One of the main challenges of electronic market is how to attract customers as various products and customers’ preferences effect widely on it. In this paper, we have started to categorize electronic markets customers using k-means, En, Farthest first algorithms to determine marketing policies and customer satisfaction and indicated that each algorithm either cover the weakness of cluster analyzing of other algorithms for some customers or integrated data of all algorithm analyses which provided detailed results of customers’ behavioral methods and its relation with their shopping basket could finally lead us to more income and increased productivity using obtained analyses.
The aim of this research is to develop a comprehensive model by measuring the influence of
culture, social, personal and psychology on consumer decisions in purchasing decisions for bancassurance.
This research applies a descriptive research design using survey methods. Sampling uses convinient sampling
as a sampling technique. This study uses the structural equation modeling approach - Lisrel to test the influence
of the significance of the overall model and predetermined pathway
Relation Benefit Implication for Repeating Order through Online Sales Applica...IOSR Journals
Strategy relational benefits, when viewed from the perspective of Customer Relationship Management is a strategy to facilitate the implementation of Customer Relationship Management strategy to become business actions to respond to the behavior of actual and potential customers. Information technology also provides many benefits and services for customers such as the benefits of the trust in the form of self-confidence and reduced anxiety (Rebecca and Kevin P. Gwinner, 2003[1]). The use of information technology also provide time benefits which is saving the time to visit or view the product and also selling the product at the same time (Yujong Hwang and Dan J.Kim, 2007[2]).The sampling method used in this study is proportional cluster random sampling. The samples is from the online customer of the batik product in East Java from February to May 2013. Analysis of the data in this study are using Structural Equation Modelling (SEM). Based on the results of research on that confidence can benefit significantly influence the satisfaction, confidence benefits significantly influence usage intention, social benefits significantly influence satisfaction, social benefits significantly influence usage intention, special treatment benefits significantly influence satisfaction, special treatment benefits significantly influence usage intention, satisfaction significant effect on usage intention.
The impact of Recruitment and Selection process on candidates' intention to a...Target Research
Negli ultimi decenni la competizione per attrarre e trattenere in azienda i talenti, la cosiddetta “War For Talent” (Michaels, Handfield-Jones & Axerold, 2001) è aumentata costantemente. Diventa quindi fondamentale per le aziende trovare le modalità di Recruitment più efficaci per raggiungere i migliori e portarli dalla loro parte.
Assessing the Internet Banking Services of Selected Banks in the Philippines ...Samantha Tan
This document summarizes a study that assessed the internet banking services of two major banks in the Philippines using the E-SERVQUAL model. 200 internet banking users from the two banks completed surveys evaluating their satisfaction across 7 dimensions of service quality: efficiency, fulfillment, privacy, responsiveness, compensation, contact, and system availability. The study found that customers were most satisfied with privacy but least satisfied with system availability. Demographic factors like age, gender, experience, and occupation did not significantly impact satisfaction levels. The two banks performed similarly across most dimensions, with the exception of system availability which was rated significantly higher for one bank. Common problems reported included system maintenance issues. Users' top recommendation was improving security against fraud.
This document discusses an attribute-based model of customer satisfaction for internet self-service technology. It examines how attributes like efficiency, ease of use, performance, control and convenience impact user satisfaction. It also identifies three segments of technology users based on their readiness to adopt technology, and argues that the importance of attributes in determining satisfaction varies across these segments. A survey of 459 online travel/bookstore users found support for these ideas and implications are discussed for managing customer experiences.
The Impact of Technology Based Self Service Banking Dimensions On Customer Sa...ijbiss
The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting attributes on the basis of past studies on service quality of automated services and customer satisfaction.Data was collected from sample of bank customers in India. The collected data was divided into two subsamples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software.Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the remaining half of the collected data
This document summarizes a research study that examined the relationships between perceived website quality, perceived benefits, electronic word of mouth (eWOM), trust, and consumer attitudes toward online shopping in Indonesia. The study used a survey of 118 online shopping consumers and structural equation modeling to analyze the data. The results showed that perceived website quality positively influences perceived benefits and trust. Perceived benefits and trust positively impact consumer attitudes toward online shopping. Additionally, perceived website quality indirectly influences consumer attitudes through its effect on trust.
International Journal of Humanities and Social Science Invention (IJHSSI) is an international journal intended for professionals and researchers in all fields of Humanities and Social Science. IJHSSI publishes research articles and reviews within the whole field Humanities and Social Science, 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.
This document summarizes a research paper that examines the role of customer satisfaction in retaining customer loyalty at Sabadou Transfer Agency in Kankan, Guinea. The study uses the SERVQUAL model to evaluate the impact of service quality on customer satisfaction and loyalty. Data was collected through questionnaires from 120 Sabadou customers. The findings show that service quality and customer satisfaction are significantly correlated with customer loyalty. Maintaining high quality services provides customer satisfaction and loyalty, while low quality leads to dissatisfaction and potential disloyalty. The conclusion is that a customer's likelihood to switch companies depends on service quality levels and satisfaction.
An Empirical Analysis of Attributes Influencing... Shirin - Abdulaziz -Chris ...Shirin Avazxanovna
This document presents a study that uses the Analytic Hierarchy Process (AHP) to analyze attributes influencing university student customers' bank selection in Dubai. It reviews literature on factors studied in other bank selection studies. The study aims to rank attributes influencing student customers' preferences and rank banks under different attributes. It describes applying AHP, a multi-attribute decision making model, to structure the bank selection problem with attributes and banks as alternatives. The attributes examined are friendliness of staff, proximity of location/ATM, recommendations, service charges, service quality, social media presence, convenience, and reputation.
1) The document examines the relationship between corporate social responsibility (CSR) and financial performance of Chinese listed companies, analyzing how CSR may have a deferred effect on improving financial metrics like return on assets (ROA) and return on equity (ROE).
2) It uses ordinary least squares regression to model the impact of current and previous years' CSR performance scores on current financial performance, controlling for factors like company size, earnings per share, industry, and age.
3) Preliminary results suggest CSR may not generate immediate financial gains but could improve financial performance over longer periods as CSR benefits materialize for stakeholders and boost a company's reputation, market share, and ultimately profits.
Selection of Supplier by Using Saw and Vikor MethodsIJERA Editor
Now a days, Lean manufacturing becomes a key strategy for global competition. In this environment the most important process is the efficient selection of suppliers. In any organization various criteria such as quality, cost, location etc are used for the selection of supplier which plays a vital role in the industry. In the present work multi criteria decision making (MCDM) methods are used such as SAW method and VIKOR method. It is used to select the best supplier for implementing the spring manufacturing industry. Choice of the efficient supplier could be a complicated and is a complex problem and this draw back associate degreed a key success for an organization. In this paper linguistic fuzzy data is used to search out the ratings and weights and also the introduced methodologies employed to pick the efficient supplier
This document summarizes a study that examines the relationship between board diversity and earnings quality of firms listed on the Amman Stock Exchange from 2010 to 2019. The study measures board diversity based on gender, experience, age, and religion of board members. It finds that gender, experience, and age of board members significantly affect earnings quality, but religion does not. This suggests that more diverse boards in terms of these characteristics can enhance earnings quality. The study provides implications for Jordanian policymakers to promote more diverse boards to improve corporate governance of listed firms.
This document outlines a research project that surveyed 48 Airtel customers in South Bangalore about their buying behavior when purchasing mobile tariff plans. The survey aimed to understand how customers choose plans based on their needs, the factors that influence their decisions, and how behaviors differ across age groups and gender. The project was submitted as a partial requirement for a post-graduate diploma in management at Indus Business Academy in Bengaluru, India. It was supervised by a professor and reviewed existing literature on related topics like prepaid mobile usage patterns and preferences for recharge plans.
Effect of Image Quality Service and Schools Parents of Satisfaction in Surabaya.IOSR Journals
This study aimed to determine the effect of Quality of Service (X1), the image of School (X2) either partially or simultaneously to the satisfaction of Parents' (Y) in the School of Surabaya. This study has four hypotheses, namely: (1) there is an allegation of a positive and significant relationship between service quality in partial satisfaction of the Parents' School in Surabaya. (2) there are allegations about a positive and significant relationship between the partial image of the Parents 'Satisfaction (Y) in the School of Surabaya, (3) there is a suspicion of a positive and significant relationship between service quality and image simultaneously on Parents' Satisfaction in School Surabaya, (4) there is suspicion between the two independent variables and the image and quality of service, quality of service is the most significant effect on increasing Satisfaction Parents' School in Surabaya?
1) The study analyzed the influence of organizational culture on employee task performance at PT Bank Pembangunan Daerah Bali in Renon Branch, with work discipline as a mediating variable.
2) The results showed that organizational culture had a positive and significant direct effect on task performance and an indirect effect through work discipline.
3) Work discipline was found to partially mediate the relationship between organizational culture and task performance.
This study examined the relationship between five dimensions of corporate social responsibility (CSR) (social, ethical, legal, environmental, technological) and competitive advantage in the Jordanian commercial banking sector. A survey of 206 employees across five commercial banks was conducted. Regression analysis found that 40.4% of the variance in competitive advantage is explained by changes in the CSR dimensions. Specifically, the legal, environmental, and technological dimensions had a statistically significant positive impact on competitive advantage, while the social and ethical dimensions did not. The findings suggest banks could improve competitive advantage by focusing CSR efforts on legal, environmental, and technological responsibilities.
This document summarizes a research study that examined the relationship between impression management and stakeholders' satisfaction at car servicing firms in Nigeria, and the moderating role of environmental dynamism. The study used a survey design to collect data from 109 car servicing firm owners/managers. Results found a positive and significant relationship between impression management and stakeholders' satisfaction. However, environmental dynamism was shown to weaken the strength of this relationship. The study concluded that car service entrepreneurs should effectively manage impressions to build a good image and satisfy stakeholders, while also adapting to changes in the dynamic business environment.
Introduction Background Of The Topic Online education.pdfbkbk37
This document discusses marketing strategies in online education in the UK. It aims to investigate how the marketing mix influences students' online education choices and what marketing factors affect the online education sector. The document reviews literature on the traditional 4Ps marketing mix and expanded 7Ps mix applied to services. It outlines the research methodology, which will use an online survey of 400 UK private school/institution students and analyze the quantitative data collected. The study aims to help build marketing strategies for the growing online education industry.
This document discusses marketing strategies in online education in the UK. It aims to investigate how the marketing mix influences students' online education decisions and identifies relevant marketing factors. The document provides background on marketing in online education and reviews literature on the 7Ps marketing mix model and its elements - product, price, promotion, place, people, process, and physical evidence. It outlines the research methodology, including a quantitative survey of 400 UK students to collect primary data on factors affecting their decisions. The findings will help develop marketing strategies for the online education sector.
The Role of Customer Relationship Management (CRM) in Improving Customer serv...AJSSMTJournal
This study aimed at identifying Customer Relationship Management (CRM) in improving customer services (responding time,
customer experience and product diversity) in the Cairo Amman Bank (CAB). The authors employed a predictive-descriptive
approach to identify the level of CRM at CAB. Male and female employees at CAB (No.327) participated in the study. A
questionnaire prepared to measure the role of CRM in improving customer services was implemented. Means, standard
deviations, multiple linear regression and 1-Way ANOVA analyses were used to examine the data. CRM from the perspective
of CAB employees scored a high level at overall test. Customer services level from the perspective of the employees at CAB
and its dimensions scored high. The predictive model of CRM and customer services from employee’s perspective was
statistically significant. Based on these results, the authors recommend ACB to take more interest in improving its CRM to
obtain customers satisfaction by encouraging customers to provide the company with feedback that improves the services
provided to them.
Effect of Functional Service Quality on Customer Satisfaction and Image and t...inventionjournals
ABSTRACT: This study aim is to investigate the effect of functional service quality on customer satisfaction and corporate image as well as its impact on loyalty intention. The study is conducted on all hotels in Malang City and Batu City. The sample used is the consumer in 11 three-star hotel in Malang City and Batu City with total samples used are312respondents. Data is collected by questionnaire. Data analysis is performed using Structural Equation Model (SEM) with GESCA as analysis tools. Research findings show that Functional Service Quality significant has significant effect on customer satisfaction and corporate image. Functional Service Quality also has significantly effect the loyal intentions. Corporate image significantly affect on customer satisfaction and loyal intentions. Customer satisfaction affect insignificantly on loyal intentions.
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This document summarizes a research study that examined service quality and internal customer orientation in an Indian public sector bank. The study surveyed bank employees in branches (front office) and regional loan departments (back office) to compare their perceptions of 14 service quality dimensions. The results found no statistically significant differences between the two groups' responses. However, some differences were observed based on employee demographics. Overall, the study found similarities between front and back office employees' views of service quality, suggesting the bank presents a consistent experience to external customers.
Impact of service quality, corporate social responsibility, organisation stab...IJSRED
1. The document examines how service quality, corporate social responsibility, organizational stability, and student engagement impact student loyalty in higher education institutions in Malaysia.
2. It defines the key constructs of student loyalty, engagement, corporate social responsibility, and organizational stability. Student loyalty is commitment to re-enroll, engagement refers to active participation in academics, and corporate social responsibility is a business model where organizations are socially accountable.
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Running head: DATA GATHERING PLAN 1
6
DATA GATHERING PLAN
Data Gathering Plan
Karen Crump
National Louis University
Dr. Beth Minor
Data Gathering Plan
Learning and Development in Corporations
Learning and development in corporations involve different stages and procedures that require the participation of all the stakeholders. The decision-making process in the data gathering about corporation development entails information from employees, management, and other subordinate staff. A plan to gather data is undertaken tom collect appropriate information regarding learning in corporations. The paper discusses a primary method of gathering information about development and learning in corporations to inform decision-making.
Institutional Steps of Collecting Data for Analysis
Step 1: Definition of Question
Learning and development of corporation require the sound strategic decision making plan. Therefore, it would be necessary to collect information from employees and the management to find a solution. The decision making process is essential for the growth of the organization. It enables the process of achieving the right ways to manage the various steps in the corporation. One of the question to help in the development of the organization involves, Can the management include employees in strategic decision-making prices for development?
Step 2: Measurement Priorities
The measurement priorities used in the research include questioning the employees on their responses. The willingness of the staff and management to participate in collaboration is also measured. Available information inventory begins the formation of the data warehousing process (Wayman, 2005). Establishment of the methods to learn in the organization is also tackled with the question. The development step of realizing success in the management of employees will be measured through the study. The influence of development and learning in the decision-making process is present in the discussion.
Step 3: Data Collection
Information on the different ways of managing and developing a corporation will be obtained from different perspectives. The potential of realizing credible results in the study is attainable through the analysis of articles on decision-making. Development of the interview template then follows to help in saving time. Every individual is entitled to the information and opinion provided (Hora, Bouwma-Gearhart, & Park, 2017). Naming the system and file storage is essential in the process of maintaining consistency and reducing errors. Individuals responsible for the collection of information have to utilize the right steps in establishing ways of learning. The employees are provided with the questionnaires and the responses recorded. Gathering of data will also occur through observation that will provide type opportunity of analyzing the informat ...
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- The study uses survey data from 100 hotel customers and analyzes the relationships between the variables using PLS analysis.
- The results found that service quality has a significant positive relationship with both brand attachment and customer loyalty. Brand attachment also has a significant positive relationship with customer loyalty. Additionally, brand attachment was found to mediate the relationship between service quality and customer loyalty.
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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
International Journal of Business and Management Invention (IJBMI)inventionjournals
This document provides an abstract for a research study that explored the relationship between quality management practices of the Malcolm Baldrige National Quality Award (MBNQA) and organization performance at colleges in Southeast Sulawesi, Indonesia. The study examined the effects of leadership, workforce focus, strategic planning, customer focus, operations focus, measurement/analysis/knowledge transfer on organization performance. The study found that leadership positively impacted strategic planning, workforce focus and organization performance. Strategic planning significantly impacted operations focus but not workforce or customer focus. Workforce focus positively impacted operations focus, measurement/analysis/knowledge transfer but not organization performance. Customer focus positively impacted operations focus but not measurement/analysis/knowledge transfer. Operations focus positively impacted measurement/analysis
Organizational customers’ retention strategies on customer satisfaction case ...Alexander Decker
This document summarizes a research study that examined customer retention strategies at Equity Bank's Thika branch in Kenya. The study found that service quality has a significant impact on customer retention, while demographic factors like age, gender, education, and marital status do not influence retention. Additionally, the bank's stability, reliability, and community involvement also influence customer retention. The document recommends that banks focus on service quality improvements like operating hours, speed of service, responsiveness, and staff communication to boost retention.
This study aims to examine and analyze the influence of Product Quality, Place, Service Quality and
Promotion partially and or together on customer purchase decisions related to choosing regular savings and
business savings at Bank Mandiri, Gading Serpong, Tangerang Selatan. Research data is obtained by
conducting a survey of customers
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This document summarizes a study on consumers' perceptions of social media advertising in Erode District, India. It finds that the majority of respondents are unmarried males under 20 years old from rural areas who use social media primarily to get product information. Most respondents watch social media ads 1-2 times per day and feel they are effective for raising brand visibility. The study also finds significant relationships between consumers' satisfaction levels and their age, gender, education, and income. Overall, respondents have positive perceptions of social media ads for gaining product knowledge but have some privacy concerns. The document recommends improving ad relevance and reviewing privacy practices to address issues.
In recent years, hotel business became an important business in Bangladesh due to substantial
increase of customers in this industry. The reasons can be attributed by the increase in health
consciousness and social responsiveness of the customers. But the industry is not in a position to
fulfill the demands of the customers. Hence, this study aims at examining the extent of corporate
social responsibility (CSR) of the hotels that can influence perceived service quality (PSQ) and
behavioral intentions of the customers in this industry of Bangladesh. In order to identify and
measure the CSR activities, a quantitative approach has been applied, harnessing a survey
questionnaire among the hotel customers in Bangladesh. Three hundred hotel customers from 45
hotels located in Dhaka were interviewed with a structured questionnaire. Data analysis has been
performed by using Partial Least Squares - Structural Equation Modeling (PLS-SEM) method.
The results of the study confirm that the CSR activities have significant and positive relationship
with perceived service quality of the customers. Perceived service quality is also positively
associated with the behavioral intentions of the hotel customers. Finally, CSR demonstrated a
direct and positive relationship with the customers’ behavioral intentions in the hotel industry of Bangladesh.
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'We don't know what they want from us.'
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The quality of upward communication is also af-
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The Influence of Service Quality, Group References And Facilities On School Selecting Decision
1. International Journal of Business Marketing and Management (IJBMM)
Volume 4 Issue 9 September 2019, P.P. 36-46
ISSN: 2456-4559
www.ijbmm.com
International Journal of Business Marketing and Management (IJBMM) Page 36
The Influence of Service Quality, Group References
And Facilities On School Selecting Decision
Dendi Anggi Gumilang1
, Sri Mulyati2
1
Lecturer, Mercubuana University, Indonesia
2
Alumni, Mercubuana University, Indonesia
ABSTRACT: The purpose of this study is to determine the significance of the effect of service quality,
reference groups and facilities on decision making. The study is conducted by survey, the number of samples in
this study are 125 respondents. The research method used in this study is descriptive analysis method. Data
analysis techniques used are correlation analysis techniques and multiple linear regression analysis techniques.
Correlation analysis techniques to determine the relationship between variables, while multiple linear
regression analysis techniques to determine how much influence the independent variable has on the dependent
variable. The software used to process and analyze data from this study is SPSS version 24.0. The results show
that the variable conditions of service quality, group reference and facilities, have an impact on selecting
decision in either category, as well as the simultaneous influence, that is, what if the decision to choose is
affected by the service quality, reference groups and facilities simultaneously or simultaneously
KEYWORDS: Service Quality, Group Reference, Facilities, Selecting Decision
I. INTRODUCTION
The current condition is the opportunity for students to register in private high school/vocational/MA in
Tangerang is 7.05%. It is the phenomenon that makes competition in each school increasingly fierce and leads
to fierce competition in fighting over the "niche" of students whose numbers are increasingly limited. This
increasingly strong competition will actually not be a big problem for senior high schools that are in fact state-
owned or public schools. Public schools are not troubled by the obligation to promote to attract students.
Students will come alone on the date specified at the beginning of each school year. This is certainly in contrast
to private high schools. Throughout the year, private high schools strive to continue to capture and maintain the
number of students.
There was a decrease in the number of students in the 2017/2018 school year by 3.68%, this was also
reinforced by the decrease in the number of purchase forms in the 2017/2018 school year by 15.06%. The large
number of SMKs in the city of Tangerang can be ascertained that parents and prospective students can easily
choose a school that suits their desires. Therefore school management must make attractive offers in order to
remain the choice of parents and prospective students, of course accompanied by maximum marketing. But on
the other hand the school must also provide good service so as to give satisfaction to students.
According to Gyamfi (2016) programs and processes are the main factors influencing student selection
of schools, Patel (2012), facilities, reference groups, programs, "brand image", and location are the influencing
factors. On the other hand, programs, environment, distance, lecturer competencies, accreditation, facilities,
student-staff relations, and flexible lecture schedules are factors that influence students in choosing education
(Fosu and Poku, 2014). Butt (2010) suggested that teacher expertise, programs, environment and facilities are
factors that influence student satisfaction.
II. LITERATURE REVIEW
Service Quality, Parasuraman in Khan (2010), put forward 5 dimensions in determining service
quality, which are as follows:
1) Reliability, the ability to provide services in accordance with the promises offered.
2. Influence OF Brand Knowledge And Brand Relationship On Purchase Decision Through Brand A
International Journal of Business Marketing and Management (IJBMM) Page 37
2) Responsiveness, the response or alertness of employees in helping customers and providing fast and
responsive services, which include: the readiness of employees in serving customers, the speed of
employees in dealing with transactions, and handling customer complaints.
3) Assurance, including the ability of employees to appropriately know product, the quality of hospitality,
attention and courtesy in providing services, skills in providing information, skills in providing security in
utilizing the services offered, and the ability to instill customer trust in the company. This certainty or
guarantee dimension is a combination of dimensions:
4) Emphaty, individual attention given by the company to customers such as the ease of contacting the
company, the ability of employees to communicate with customers, and the company's efforts to
understand the wants and needs of its customers. This empathy dimension is a combination of three
dimensions, which are as follows:
a. Access, including the ease of utilizing the services offered by the company.
b. Communication, the ability to communicate to convey information to customers or how to obtain
input from customers.
c. Understanding the customer, includes the company's efforts to find out and understand customer
needs and desires.
5) Tangibles, including the appearance of physical facilities such as buildings and rooms, the availability of
parking lots, cleanliness, neatness and comfort of the room, the completeness of communication
equipment, and the appearance of employees.
Group reference. Suwarman (2014), group reference is an individual or group of people who
influence a person's behavior. Group reference have several types, namely:
1) Formal and informal groups, formal groups are groups that have a written organizational structure and
membership is officially registered, while informal groups are groups that do not have a written
organizational structure and membership is not officially registered.
2). Primary and secondary groups, primary groups are groups with limited membership, interaction between
members face to face, and have emotional ties between members. Meanwhile, the secondary group has a
bond that is more loose than the primary group, and has little influence on other members.
3). Aspiration and dissociation groups, aspiration groups are groups that show a desire to follow the norms,
values, and behavior of others who are used as a reference group, and the members do not have to be
members of the reference group. While the dissociation group is a person or group that tries to avoid
associations with the reference group.
Students in the decision to select a school will get advice from the closest people, parents. Apart from
parents, sometimes the information that comes from friends or alumni from the school in question will also
affect his decision.
Facilities. According to Tjiptono (2012) the design and layout of service facilities is closely related to
the formation of customer perception. A number of types of services, perceptions formed from interactions
between customers and facilities affect the quality of the service in the eyes of customers. The factors that
significantly influence the design of service facilities are as follows:
1) The nature and objectives of the organization The nature of a service often determines various design
requirements. For example school designs need to consider adequate classrooms, representative equipment
rooms, spaces that are comfortable for learning and clean. Good facility design can provide several
benefits, including easily recognizable companies and interior design can be characteristic or a clue about
the nature of the services therein
2) Availability of land and the need for space or place. Every service company needs a physical location to
establish its service facilities. In determining the physical location, several factors are needed, namely
financial capability, government regulations relating to land ownership and land acquisition, and others.
3) Design flexibility is very much needed if the demand volume often fluctuates and if service specifications
develop quickly, so the financial risk is relatively large. Both of these conditions cause service facilities to
be adaptable to the possibility of future developments.
4) Aesthetic factors service facilities that are neatly arranged, attractive will be able to increase customer
positive attitudes towards a service, in addition to the aspects of employees towards work and work
3. Influence OF Brand Knowledge And Brand Relationship On Purchase Decision Through Brand A
International Journal of Business Marketing and Management (IJBMM) Page 38
motivation also increases. The aspects that need to be arranged include various aspects. For example the
height of building ceilings, the location of windows and doors, the shape of the door is diverse, and interior
decoration.
5) The community and the environment around the community (especially social and environmental issues)
and the environment around service facilities play an important role and have a major impact on schools. If
the school does not consider this factor, then the survival of the school can be threatened.
6) Construction and operating costs, both types of costs are influenced by the design of the facility.
Construction costs are influenced by the number and type of buildings used. Operating costs are influenced
by the room's energy requirements, which are related to temperature changes.
Effect of Facilities on Interest in referencing Tjiptono (2006) with good facilities, it can form a
perception in the eyes of customers. In a number of service types, the perception that is formed from the
interaction between the customer and the facility affects the quality of the service in the customer's eyes.
Purchase decision. Step in the purchasing decision process consumer behavior will determine the
decision making process in their purchases. The decision making process is an approach to problem solving
which consists of five stages, as follows: (Kotler and Keller, 2012)
1) Identification of problems The buying process starts when the buyer recognizes a problem or need. These
needs can be triggered by internal and external stimuli.
2) Search for information of consumers who are intrigued by their needs will be encouraged to find more
information about the product or service that they need. Information seeking can be active or passive.
Active information can be in the form of visits to several product sales points. For comparison of prices
and quality of products or services. While the search for passive information, by reading an advertiser in a
magazine or newspaper and even the internet without having a specific purpose in his estimation of the
description of the desired product or service.
3) Evaluation of alternatives There are several processes for evaluating consumer decisions, and the latest
models view consumer evaluation processes as cognitive-oriented processes. That is, the model assumes
consumers form judgments about products or services primarily consciously and rationally.
4) The purchase decision, the decision to buy here is a real purchasing process. So, after the advance stages
are carried out, the consumer must make a decision whether to buy or not. If consumers decide to buy,
consumers will find a series of decisions that must be taken regarding the type of product or service, brand,
seller, quantity, time of purchase, and how to pay.
5) Post Purchase Behavior. After purchasing a product, consumers will experience a level of satisfaction or
dissatisfaction. The job of the marketer does not end when the product is purchased, but it continues into
the post-purchase period, post-purchase action, and post-purchase product use.
III. RESEARCH MODEL
The research design used by the author in this research is conclusive research, and the types are
multiple cross – sectional descriptive research and causal research. The data collection method used in this
research is the quantitative research method using survey as the method, by conducting structured interview
with respondents by using questionnaire designed to obtain specific information. The statement expressed in the
questionnaire is created by using 1-5 scale (Likert scale which is developed) to obtain the data that the nature is
interval and will be given a score or value (1 strongly disagree, 2 disagree, 3 Neutral, 4 agree, strongly agree).
The variables used in this study are two, there ara the dependent variable (location, price and service quality)
and the independent variable (purchase decision).
In this study use the observation method, which is a primary data collection method that requires
communication between researchers and respondents.. The number of research samples is calculated using the
Slovin formula, the number of the population studied is 183 people, the minimum sample to be examined using
the specified margin of error is 5% or 0,05 can be calculated as follows:
n = N / (1 + (N x e²))
So that: n = 183 / (1 + (183 x 0,05²))
n = 183 / (1 + (183 x 0,0025))
n = 183 / (1 + 0,4575)
4. Influence OF Brand Knowledge And Brand Relationship On Purchase Decision Through Brand A
International Journal of Business Marketing and Management (IJBMM) Page 39
n = 400 / 1.4575
n = 125,5
From the results of the calculation, the number of samples taken 100 respondents to avoid invalid samples.
The classic assumption test is a test of the data that has been obtained from the distribution of
questionnaires. This test is used to determine whether the data obtained from respondents has represented the
actual conditions in the field and is worth testing. In this study the classic assumptions used are the Normality
Test, Multicollinearity Test and Hetroscodasticity Test.
In this study, multiple regression analysis acts as a statistical technique used to examine whether there is an
influence of service quality, product quality on purchase decision. Regression analysis uses the multiple
regression equation formula as quoted in (Sugiyono 2010), as follows:
Y = α + b_1 X_1 + b_2 X_2 + e ……………………………… (4)
Where :
Y = Selecting Decision (dependent variable)
X1 = Service Quality (independent variable)
X2 = Group Refererence (Independent variable / free)
X3 = Facilities (Independent variable / free)
Hypothesis Test, in this study hypothesis test use are F-Test (Simultaneous Test), T-Test (Partial Test),
Dimension Correlation Analysis (R), R2 Test (Coefficient of Determination) and Interdimensional Correlation
Analysis.
IV. RESULT AND ANALYSYS
1) Classical Assumption Test
Normality Test, it is used to determine whether the data obtained from research activities has a normal
distribution (distribution) or not. If normal, the test performed is parametric statistics.
FIG. 1. NORMALITY TEST RESULT
Based on Fig. 1 the graph above, it can be seen that the histogram graph shows a normal distribution
pattern or the line on the graph is in the middle, not deviating to the right or left. Then it can be concluded that
the residual regression equation model is normally distributed or meets the normality assumption.
Multicollinearity Test, This multicollinity test there are 4 independent variables tested namely service
quality, group reference, Facilities and selecting decisions.
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TABLE 1. MULTICOLLINEARITY TEST RESULT
Based on Table 1 above it can be seen that the tolerance value of the independent variables has a
tolerance value of more than 0.10 and the VIF value of all the independent variables is less than 10. Then it can
be concluded that there is no multicollinearity between the independent variables in the regression model.
Heteroskedasisity Test, it explains whether this research occurs heteroscedasticity or not one of them
by seeing the diagram in Fig. 2.
FIG. 2. HETEROSKEDASISITY TEST RESULT
Based on Fig. 2 above, the results of heteroscedasticity test show that the points on the scatter plot do
not form a specific pattern, and spread above and below the zero Y axis, so it is concluded that there is no
heteroscedasticity in the regression model, so the regression model is feasible to be used to predict the Decision
of Choosing based on input of the independent variable Service Quality, Reference Group and Facilities.
2) Multiple Linear Regression Analysis Test
The influence of service quality, group reference and facilities together on selecting decisions can be
seen in the following table:
TABLE 2. MULTIPLE REGRESSION TEST RESULT
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Thus the regression line equation obtained is:
Y = α + β1 X1 + β2 X2 + β3 X3 + β4 X4 + e
Y = 1,660 + 0,224 (X1) + 0,130 (X2) + 0,184 (X3)
From this equation can be explained:
a) Constant = 1,660 states that all variables X1, X2, and X3 are 0 (Zero), then the value of Variable Y (select
decision) will be negative equal to constant = 1,660.
b) The coefficient b1 X1 = 0.224 states that if other independent variables have a fixed value and the service
quality variable (X1) has increased 1%, then the select decision variable (Y) will increase 0.224. The
positive value coefficient means that there is a positive relationship between the select decision variable
(Y) and the service quality variable (X1), the higher the value of the service quaality variable, the more the
school select decision will increase.
c) The coefficient b1 X2 = 0.130 states that if other independent variables have a fixed value and the group
reference variable (X2) has increased 1%, then the select decision variable (Y) will increase 0.130. The
positive value coefficient means that there is a positive relationship between the select decision variable
(Y) and the group reference variable (X2), the higher the value of the variable group reference will
increase the school select decision.
d) The coefficient b1 X3 = 0.184 states that if other independent variables are of fixed value and the facilities
(X3) has increased by 1%, then the selecting decision variable (Y) will increase by 0.184. The positive
value coefficient means that there is a positive relationship between the selecting decision variable (Y) and
the facilities variable (X3), the higher the value of the facilities variable, the more the school select
decision.
3) R2 Test (Determination Coefficient)
The coefficient of determination shows the number of percentage of the regression model to be able to
explain the dependent variable. The limit value of R2 is 0 ≥ R2 ≤ 1 so if R2 equals 0 (zero) means that the
dependent variable is not explained by the independent variable simultaneously, whereas if the value of R2 is 1,
it means that the independent variable can explain the independent variable simultaneously.
TABLE 3. DETERMINATION COEFFICIENT (R2
) RESULTS
Based on Table 3 Determination Coefficient Results (R2
) show the influence of service quality, group reference
and facilities affect selecting decisions. From the results of the analysis of the coefficient of determination, the
value obtained is an R2
of 0.790 if presented at 79%. This shows that the independent variable consisting of
service quality, group reference and facilities explains that the independent variable has influenced the
dependent variable, namely the selecting decision of 79%. The coefficient of determination also shows the
magnitude of the contribution of service quality, group reference and facilities explains by 79% to the selecting
decision. While 21% is influenced by other variables outside the model.
4) Hypothesis Test
a) T test (Partial Test)
T statistic testing aims to see how far the influence of one independent variable on the dependent
variable by assuming the other variables are constant. So this t statistic test is used to find out whether there is a
partial effect between service quality, group reference and facilities on selecting decisions. In this test, if t
arithmetic > t table or significance of t arithmetic (p-value) < α, then this means there is a statistically significant
effect between the independent variables on the dependent variable. To determine whether an hypothesis is
accepted or rejected, a significant test is carried out on decision making:
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1. Service Quality (X1) Influences the Selecting Decision (Y)
H0: Service Quality has no effect on school select decisions
H1: Service Quality influences on school select decisions
In Table 2, column Sig. for the service quality variable has a value of 0.000, because the service quality < (X1)
= 0.05, it can be stated to be significant. And the value of t arithmetic (7,386) > t table (1,660) is stated to be
influential.
So it can be concluded that H0 is rejected, H1 is accepted, which means service quality has a positive and
significant effect on selecting decisions.
2. Group Reference (X2) influences Selecting Decision (Y)
H0: Group reference has no effect on school select decisions
H1: Group reference influences school select decisions
In Table 2 column Sig. for the group reference variable has a value of 0.013, because the price value (X2) <
0.05, it is stated to be significant. And the value of t arithmetic (2.512)> t table (1.660), it is stated to be
influential. So H0 is rejected H1, accepted, which means that the group reference has a positive and significant
effect on selecting decisions.
3. Facilities (X3) influences Selecting Decisions (Y)
H0: Facilities has no effect on school select decisions
H1: Facilities influences school select decisions
In Table 2 column Sig. for facilities variables have a value of 0.047, because the value of facilities (X3) <0.05 is
said to be significant. And the value of t arithmetic (2,003)> t table (1,660), it is said to be influential. So H0 is
rejected, H1 is accepted, which means that facilities has a positive and significant effect on selecting decisions.
b) F test
F test is performed to determine the effect of the independent variables on the dependent variable
simultaneously. The following is Table 4 the F-Test Results
TABLE 4. F TEST RESULT
Based on Table 4 F Test Results obtained Sig = 0,000 so that this study considered all the dependent
variables simultaneously (together) affect the dependent variable and significant. And it can be seen that F
arithmetic (151,482) > F table (3.071) then it means that the effect of H0 is rejected and H1 is accepted. It
means that service quality, group reference and facilities together (simultaneously) affect the select decision.
Then it can be said that H4 can be accepted.
5) Correlation Analysis Between Dimensions
Correlation test between dimensions is intended to test the strongest relationship on the dimensions of
service quality, group reference and facilities variables on selecting decisions. The closeness of this relationship
is expressed in the form of correlation coefficient.
1) Dimension Relationship Between Service Quality Variables (X1) and Voting Decisions (Y)
The dimension that has the highest correlation number in the variable Service quality towards the
Selecting Decision is (X1.9) "High achieving students get a scholarship" to (Y2) "I am interested in enrolling
children in SMK Mitra Bintaro" of 0.716 which refers to Table 5 below then the number this shows a strong
correlation, which shows that there are many who are interested in studying at Mitra Bintaro Vocational School
because if there are students who excelent, scholarships will be given to these students, the scholarships will be
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in the form of winning LKS competitions, students achieving in schools, having an average grade the highest, in
its class, students were chosen to represent the school in the raising of the flag, (paskibra) at the city level to the
national level, students won an art competition at the village, sub-district and national level. Scholarships such
as for example free school fees, and other prizes that support student achievement. Whereas for the lowest
correlation number in the Service Quality variable on the Selecting Decision the dimension (X1.2) "SMK Mitra
Bintaro has a good laboratory" against (Y1) "I have enough motivation (desire) to enroll children in SMK Mitra
Bintaro" of 0.393 which refers to Table 5 then the figure shows a low correlation, here there is a low correlation
caused by laboratories in Mitra Bintaro Vocational School there are some things that are damaged and have not
been repaired so that it does not support the completeness of its facilities, apparently this is quite related to
prospective students who want to enroll in the Mitra Bintaro Vocational School.
TABLE 5. CORRELATION MATRIX BETWEEN DIMENSION RESULTS
2) Dimension Relationship Between Group Reference Variables (X2) and Selecting Decisions (Y)
The dimension that has the highest correlation number in the Group Reference variable to the Choosing
Decision is the dimension (X2.3) "I chose SMK Mitra Bintaro based on the advice of other parents" to (Y2) "I
am interested in enrolling children in SMK Mitra Bintaro" by 0,600 which refers to the correlation coefficient
table then the figure shows a strong correlation of other parents of the reference group relates well to other
prospective students as well, by giving a positive effect and and a good impression of the school will affect the
interest of prospective students who want to enroll in Mitra Bintaro Bintaro Vocational School on the grounds
that there are still relationships of relatives, cousins and close neighbors. As for the lowest correlation number in
the Reference Group variable on the Decision to Choose, that is (X2.2) "I know the achievements of SMK Mitra
Bintaro from students" against (Y1) "I have enough motivation (desire) to enroll children in SMK Mitra
Bintaro" of 0.372 which refers to the correlation coefficient table, the number shows a low correlation of
students not too telling good impression on Mitra Mitra Bintaro, because according to SMK Mitra Bintaro
students are too disciplined so students feel uncomfortable, such as punishment for students being late, wearing
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uniforms not according to regulations, do not do assignments, do not do school programs such as duha prayer,
tadajib, eskul and others, therefore the relationship to prospective students is low, and this will have an impact
on the desires of prospective students will be reduced
3) Dimension Relationship Between Facilities Variables (X3) and Selecting Decisions (Y)
The dimension which has the highest correlation number in the Facilities variable against the Selecting
Decision is dimension (X3.3) "Supporting facilities for complete Mitra Bintaro Vocational School activities" to
(Y2) "I am interested in enrolling children in SMK Mitra Bintaro" of 0.690 which refers to the Table the
correlation coefficient then the figure shows a strong correlation, with complete supporting facilities, the Mitra
Bintaro Vocational School will get attention for prospective students who want to enroll in the Mitra Bintaro
Vocational School, thus this is positively related if the facilities are complete and the location of the school is
very strategic because the existence of public transportation and school parking facilities is very broad, then the
desire for prospective students will improve, and this must be maintained Whereas for the lowest correlation
number in the variable Facilities against Decision to Choose namely (X3.2) "Classroom Mitra Bintaro
Vocational School comfortable "towards (Y1)" I have enough motivation (desire) to enroll children in SMK
Mitra Bintaro "amounting to 0.372 which refers to the correlation coefficient table then the figure shows a low
correlation, seen a low relationship of the classroom and the desire to register for new students, this must be
corrected immediately, perhaps lacking attention to the room because the classroom still uses a fan not yet using
AC in each class so this will also affect the desire of prospective students who want to register.
V. CONCLUSION
Based on the results of research on location variables, price and quality of service to the decisions
made, several conclusions are obtained, namely:
1) There is a positive relationship and significant influence of Service Quality variables on a School
selecting decision in SMK Mitra Bintaro.
2) There is a positive relationship and the significant influence of Group Reference variables on a
school selecting decision in SMK Mitra Bintaro.
3) There is a positive relationship and a significant influence of the facilities variable on a school
selecting decision in SMK Mitra Bintaro.
4) This research proves that the quality of service, group reference and facilities simultaneously or
jointly influences, the selecting decision "SMK Mitra Bintaro"
Based on the results of research and conclusions as mentioned earlier, the suggestions that the
author can convey to the company in increasing the number of house buyers are as follows:
1) For further researchers
Future studies can examine other variables that are thought to influence the decision to choose a
school or those engaged in similar fields. These variables can be examined in previous studies
affect the decision to choose.
2) For Companies
1) The quality of service must be improved to improve the decision to choose for prospective
students, based on the relationship between proven service quality due to good service quality
in the form of a fully equipped, personal laboratory, competent and deft teaching staff, as well
as the attention of wholehearted teachers in educating, with good service created output
student - exemplary students with a graduation rate of 100% this will increase the decision to
choose a high school for prospective students for the future.
2) Based on the level of relationship between the reference group and the decision to choose, it
can be suggested to the company to maintain the reference group such as having a positive
influence by frequently holding events at school, in the form of pengajian for student
guardians, meetings held by the school to establish a friendly relationship between the school
with the parents of students with this approach is expected to always provide positive value
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for the school, in order to increase trust between the school and other parties, for students,
guardians of students, and the surrounding community.
3) It is recommended that schools in order to improve facilities, schools give priority attention to
the facilities contained in, SMK Mitra Bintaro for example such as, all classrooms equipped
with air conditioning (AC) learning systems have used LCD projectors to support learning
and teaching activities , as well as the school walls that must be updated immediately by
repainting with bright colors in order to add a positive aesthetic for the school. which good
facilities will influence the decision to choose for prospective new students later.
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