Academia.edu no longer supports Internet Explorer.
To browse Academia.edu and the wider internet faster and more securely, please take a few seconds to upgrade your browser .
Enter the email address you signed up with and we'll email you a reset link.
- We're Hiring!
- Help Center
Download Free PDF
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
Related papers
Journal of Economics, Business, and Accountancy | Ventura, 2013
Jurnal Manajemen
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
https://www.ijrrjournal.com/IJRR_Vol.7_Issue.8_Aug2020/Abstract_IJRR0026.html, 2020
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.
Organizations to increase the number of their customers, their loyalty, revenue, profit and market share and subsequently increased survival, attempt to assess customer satisfaction in their business. Customer satisfaction is a physical concept that is due personal comparison from understanding of product performance with the experience obtained of the performance. Service quality and customer satisfaction are conceptually closely. In management of service quality, satisfaction is defined as emotional behavior after purchase. Customer satisfaction moderates impact of service quality on behavioral intentions of customers. Quality of service is an important element in determining the success of an enterprise service. Factor "satisfaction" depends on the service provider's ability to meet the norms and expectations of customers.
IAEME PUBLICATION, 2020
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, 2018
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
International Journal of Scientific Research in Science and Technology, 2022
This study aims to analyze the influence of service quality factors, service quality on customer loyalty with customer satisfaction as an intervening variable. The study used primary data obtained directly from data sources collected specifically and directly related to the problem under study as many as 160 respondents The scale used using the Likert scale. In this research, the data analysis method used is Structural Equation Modeling (SEM). The data analysis method used is quantitative, namely validity test, reliability test, R square test, F square test, Q square test, Fit Model Test, VIF inner model, correlation analysis between dimensions, and hypothesis testing. The results show that Service Quality mediates to Customer Loyalty, Service Quality mediates to Customer Loyalty, Service Quality mediates to Customer Satisfaction, Service Quality mediates to Customer Satisfaction, and Customer Satisfaction mediates to Customer Loyalty. Service quality is the variable that has the greatest influence on customer loyalty at PT Bhum Mulia Prima (RCL Group).
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...
Nature, 2024
Academia Letters, 2022
Early Modern European Diplomacy. A Handbook, 2024
You Belong in a Museum
Türk Kültürü 2023 / 1, 2023
The Royal Society of Chemistry eBooks, 2017
The Philosophers' Magazine, 2017
Internal medicine (Tokyo, Japan), 2015
Proceedings of the National Academy of Sciences, 2012
Physical Review Letters, 2011
2002 IEEE International Conference on Communications. Conference Proceedings. ICC 2002 (Cat. No.02CH37333)
Diabetes Care, 2013
Arxiv preprint arXiv:1108.3916, 2011
Journal of Pediatric Psychology, 2012
- We're Hiring!
- Help Center
- Find new research papers in:
- Health Sciences
- Earth Sciences
- Cognitive Science
- Mathematics
- Computer Science
- Academia ©2024
COMMENTS
The outcomes of this study will have the following significances; it might help the management of CBE to identify any performance gaps in their relational efforts and hence take corrective actions.
Business research is a systematic and objective process of gathering, recording and analyzing data for aid in making business decisions. Business research comes within the purview of social...
The School of Business and Management (SBM) of the Polytechnic of Namibia is responsible for providing suitable guidelines for the teaching of Research Methodology and the coordination of the supervision of Research Projects undertaken by the bachelors’ degree students.
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.
A research thesis submitted to St.Mary’s Universty, School of Graduate Studies in Partial Fulfillment of the Requirements for the Degree of Masters of Business Administration
and Graduated with BA degree in management on July 2016. Following her graduation she served Haramaya University for 2 years from 2017 to 2018 G.C, and in September 2019 she joined school of graduate studies at Haramaya university and continued Master`s program in the field of Business Administration.
PDF | On Feb 12, 2019, Maryfaith Nyakio published undergraduate project paper | Find, read and cite all the research you need on ResearchGate
> How does the management system on reviewing and approving the requests? > How does the performance of the University on the disposing of fixed assets? > How valuable is the relationship between functional responsibilities and the university’s
The research work hassignificance to: • the bank to improve the service recovery practice • thestudent researcher to implement and analyze theoretical applications in real world. • other researchers to use as the base in conducting further research in this area.
a senior research submitted to the department of marketing management business faculty st. mary's university college in partial fulfillment of the requirements for the degree of bachelor of arts in marketing management by selam getachew june 2013 addis ababa