hawassa university management research paper pdf

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Hawassa University College of Business and Economics School of Management and Accounting Influence of service quality on customers' satisfaction and loyalty: By: A Research Project Submitted in Partial Fulfillment of the Requirements for the Master of Business Administration in Marketing Management

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MAHJUDIN MAHJUDIN

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Mukhammad Idrus

This study investigates the impact of service quality on the satisfaction and loyalty of RSUD Andi Djemma Masamba inpatients. Quantitative causal studies are included in this type of research. The population of this study consisted of 14,501 inpatients at the Andi Djemma Masamba Hospital. However, only 150 samples were used because this quantity met the minimum number of samples required for SEM model testing. Primary data sources were used for this study. The collected data will be subjected to a series of tests, including descriptive analysis, a data quality test consisting of (validity and reliability tests), a classical assumption test consisting of a normality test and an outlier’s test, and a SEM analysis conducted with the AMOS program to test the hypothesis. According to the findings of this study, the quality of service has a direct and significant impact on the satisfaction of inpatients at the Andi Djemma Masamba Hospital. At the Andi Djemma Masamba Hospital, service qual...

JURNAL APLIKASI MANAJEMEN

Liliana Dewi

https://www.ijrrjournal.com/IJRR_Vol.7_Issue.8_Aug2020/Abstract_IJRR0026.html

International Journal of Research & Review (IJRR)

Customer loyalty is an important aspect of business that needs special attention so that business continuity is maintained. This study aims to analyze the effect of service quality and product quality on customer loyalty through scaffolding tenant customer satisfaction at PT. Dutaraya Sejati Medan. This research used quantitative method and type of research is descriptive quantitative. The object of this research is the customers of PT. Dutaraya Sejati Medan. Populations were consumers of PT. Dutaraya Sejati Medan totalling 106 consumers, using incidental sampling techniques. Service quality measurement uses a service quality questionnaire, product quality measurement uses a product quality questionnaire, customer satisfaction measurement uses a customer satisfaction questionnaire, and customer loyalty measurement uses a customer loyalty questionnaire. This study uses path analysis to analyze quantitative data. This study revealed that service quality had a significant effect on customer satisfaction, product quality had a significant effect on customer satisfaction, service quality had a significant effect on customer loyalty, product quality had a significant effect on customer loyalty, customer satisfaction had a significant effect on customer loyalty, service quality had a significant effect on customer loyalty through customer satisfaction, and product quality had a significant effect on customer loyalty through customer satisfaction.

IAEME PUBLICATION

IAEME Publication

Customer satisfaction is viewed as an end rather than a means, as far as organizational goals are concerned. This is because ensuring customer satisfaction will automatically end up with achievement of organizational objectives. Many management writers consider service quality as the most important factor determining customer satisfaction. This research study attempts to find out the impact of the quality of service on the satisfaction level of customers in the public sector General Insurance companies in Cochin. The required data is collected from the customers of these companies in Cochin. The study reveals that the employee service quality of public sector General Insurance companies in Cochin has a significant positive impact on customer satisfaction. The study recommends improvement in quality of service in organizations to ensure higher level of satisfaction among customers.

International Journal of Commerce and Management Research

Zondiwe Matabishi

AJHSSR Journal

The aims of this research is to determine the effect of service quality on customer loyalty mediated bycustomer satisfaction in tourism visited KepulauanSeribu, Jakarta. Research type is quantitative using SEM the factor analysis method, and the tools used SPSS and Amos 23. The object of analysis istourist who were visited KepulauanSeribu, Jakarta. The research design is single cross sectional, a sample size of 150 respondents.The results indicate an positive significant direct effect of service quality on customer satisfaction, customer satisfaction has significant direct effect on customer loyalty, there is no positive and significant direct effect of service quality on customer loyalty. Customer satisfaction has full mediated between service quality and customer loyalty Abstrak: Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap loyalitas pelanggan yang dimediasi oleh kepuasan pelanggan pariwisata yang berkunjung ke Kepulauan Seribu Jakarta. Jenis penelitian adalah kuantitatif dengan metode analisis faktor SEM, dan alat bantu yang digunakan SPSS dan Amos 23. Objek analisis adalah wisatawan yang berkunjung ke Kepulauan Seribu, Jakarta. Desain penelitian adalah cross sectional dengan jumlah sampel 150 responden. Hasil penelitian menunjukkan kualitas layanan berpengaruh langsung positif dan signifikan terhadap kepuasan pelanggan, kepuasan pelanggan berpengaruh langsung signifikan terhadap loyalitas pelanggan, tidak ada pengaruh langsung positif dan signifikan kualitas layanan terhadap loyalitas pelanggan. Kepuasan pelanggan memediasi penuh antara kualitas layanan dan loyalitas pelanggan

Ratu Reny Sukmawati

To be successful, organization must look into the needs and wants of their customers. That is why many researchers and academicians have continuously emphasized on the importance of service for customer satisfaction and loyalty. The study was aimed to examine the impact of service quality on customer satisfaction and loyalty. This study was conducted by considering the five dimension of service quality, i.e. tangibility, responsiveness, reliability, assurance and empathy and it was found that the combined effect of these factors influences customer satisfaction and loyalty. The five variables collectively as a service quality factors prove a synergic effect and increase the overall customer satisfaction and loyalty. The research outcome was revealed that service quality has an effect on customer satisfaction and loyalty and they are significantly correlated. The study was placed in three randomly selected branches (Sillassie, Arat Kilo, and St. Marry Branches) out of four hundred an...

JURNAL MANAJEMEN BISNIS

Mauli Kasmi

This research was conducted with the aim to: (1) Knowing how much influence is generated by the dimension of service quality in this case tangible, realibility, responsiveness, assurance and empathy on customer satisfaction in PT. Bosowa Berlian Motor (Mitsubishi) Makassar: (2) Knowing the most dominant factors affects the dimension of service quality to customer satisfaction. The method carried out in this study is a descriptive analysis that basically wants to test the truth of a hypothesis that collects data on the ground to predict and explain the relationship or influence of one variable on other variables. Many of the samples studied were 100 samples of respondents who were customers at PT. Bosowa Berlian Motor (Mitsubishi). Based on the study concluded that testing doubles the value of F-calculated = 25.443 greater than F-estimated = 2.3113. This shows that variables of physical evidence, reliability, responsiveness, assurance and empathy simultaneously positively affect cust...

Alexander Decker

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• DOI: 10.4314/JASEM.V23I6.13
• Corpus ID: 200053476

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