行政服務品質、認知價值與顧客滿意度對行為意向之關係研究-以元智大學為例

Purpose- This paper aim to look at the relationship between service quality and customer satisfaction, and the impact of CSR on customer satisfaction, the impact of customer satisfaction on word-of-mouth, the impact of customer satisfaction on loyalty intention. This paper also compares the effect of service quality across different types of commercial banks, including state-owned commercial banks and city commercial banks, using SERVQUAL model. Design/methodology/approach- The sample is made up 368 bank customers, 196 from stated-owned commercial banks and 172 from city commercial banks from different cities of Guangxi, China. The data have been collected using the structured questionnaire. T-test, F-test, Crosstab analysis and multiple regression be used for analyzing data. Findings- The result shows that perceived service quality is positively related to customer satisfaction, the results reveal that the responsiveness, assurance and empathy have highest impact on customer satisfaction. There is a significantly different perception of service quality between state-owned commercial banks and city commercial banks. Customers of city commercial banks has higher perceived service quality. On the other hand, this paper finds that older people of respondents are more satisfaction and more loyalty then younger respondents. This study also finds that CSR is positively related to customer satisfaction, customer satisfaction is positively related to word-of-mouth, customer satisfaction is positively is positively related to loyalty intention. Originality/value- First, this paper conducts a survey of commercial banks in China banking industry, and analyses the difference in perceived service quality between state-owned commercial banking and city commercial banking. It could be very useful from the managing marketing perspective in increase bank competitiveness. Second, this paper examines Chinese commercial banking service quality and the effects of every factors on customer satisfaction by quantitative analysis method. The result is helpful for improving customer satisfaction and preventing customer defections. Final, this paper the investigates level of CSR activity, customer satisfaction, word-of-mouth and loyalty intention, by studying customers’ behavior. The results could provide a suitable direction in order to meet customers’ demand trend.

The study examines the relationship among service quality, perceived service value, perceived sacrifice, customer satisfaction, behavioral intention, customer loyalty, word-of-mouth and variety seeking by investigating the purchase of hot spring spa service and hot spring resort hotel. Modern marketing of service industry attributes to the demand of customers. Therefore, the study focuses on the customer aspects. Though issues on”how perceived service value and service quality affects customer royalty and repurchase intention” have been widely discussed, there are still issues worthy further research, especially the derivative factors in individual industries. Hence, the study explores a model that elucidates how service quality and perceived service value affect customers in the repurchase of hot spring service. Especially deserve to be mentioned is that the study also makes further investigation about non-monetary perceived price. In addition, exploring how customer repurchase intention and royalty affect variety seeking as well. This explication may give corporate and managers some suggestions in making marketing program decisions. The study establishes a model to examine the relationship between each construct built in this study by LISREL. The study is to provide references to hot spring hotel managers in making future strategy decision and improving the hot spring resort service to customers. The following is the main conclusion in the study: 1. When the hot spring resort hotel is positioning in luxury segment, there is positive relationship between perceived sacrifice and perceived service value. 2. In the perceived service value model of hot spring resort hotel, the factor to affect customer repurchase intention is mainly through perceived service quality which is determined by customer satisfaction. 3. Among the various kind of hot sprig resort hotel, the royalty of customers expresses in the positive Word of Mouth behavioral intention. 4. The customers positioned in middle or high price level tend to make variety seeking behavior to reduce the uncertainty of the change of their taste.

This research highlights the influence of customer orientation, service quality and customer satisfaction on BCA's priority customer segments. The research results verify the positive influence of customer orientation on customer satisfaction and service quality. BCA bank shows commitment to product and service innovation that reflects attention to customer needs. Improved service quality involves digital banking solutions, employee training and effective complaint management. Findings indicate a positive cycle exists between customer orientation, service quality, and customer satisfaction, creating a mutually reinforcing environment. Although previous research highlights potential gender differences, the results show that gender does not moderate the relationship between service quality and customer satisfaction at Bank BCA. This research used a purposive sampling method involving 185 respondents from priority customers. Data analysis uses Structural Equation Modeling (SEM). This research has the limitation that it cannot be generalized to all banking institutions, the results cannot be applied directly to other banking institutions or different industrial sectors. Managerial implications include increasing customer orientation through employee training, innovative product development, and improving service quality with responsiveness to complaints. With these steps, Bank BCA can strengthen its position as a superior banking service provider, especially in the priority customer segment. Key words: Customer Orientation, Service Quality, Customer Satisfaction, Gender ABSTRAK Penelitian ini menyoroti pengaruh orientasi pelanggan, kualitas layanan, dan kepuasan pelanggan pada segmen nasabah prioritas BCA. Hasil penelitian memverifikasi pengaruh positif orientasi pelanggan terhadap kepuasan pelanggan dan kualitas layanan. Bank BCA menunjukkan komitmen pada inovasi produk dan pelayanan yang mencerminkan perhatian terhadap kebutuhan nasabah. Kualitas layanan yang ditingkatkan melibatkan solusi perbankan digital, pelatihan karyawan, dan manajemen keluhan yang efektif. Temuan menunjukkan adanya siklus positif antara orientasi pelanggan, kualitas layanan, dan kepuasan pelanggan, menciptakan lingkungan yang saling memperkuat. Meskipun penelitian sebelumnya menyoroti potensi perbedaan gender, hasil menunjukkan bahwa gender tidak memoderasi hubungan antara kualitas layanan dan kepuasan pelanggan di Bank BCA. Penelitian ini menggunakan metode purposive sampling melibatkan 185 responden dari nasabah prioritas. Analisis data menggunakan Structural Equation Modelling (SEM). Penelitian ini memiliki limitasi tidak dapat digeneralisasikan untuk semua lembaga perbankan, hasilnya tidak dapat diterapkan secara langsung pada lembaga perbankan lain atau sektor industri yang berbeda. Implikasi manajerial termasuk peningkatan orientasi pelanggan melalui pelatihan karyawan, pengembangan produk inovatif, dan peningkatan kualitas layanan dengan responsibilitas terhadap keluhan. Dengan langkah-langkah ini, Bank BCA dapat memperkuat posisinya sebagai penyedia layanan perbankan unggul, terutama di segmen nasabah prioritas. Kata kunci: Orientasi Pelanggan, Kualitas Layanan, Kepuasan Pelanggan, Gender

The aspect of customer loyalty is considered to be one of the important factors driving an organization’s longevity in today’s marketplace, as loyal customers show the desire to buy more the willingness to pay higher prices and engage in spreading the favourable word of mouth. Customer loyalty, along with customer satisfaction, is a consequence of three factors, especially service and product quality. Compared to existing customers, it is a commonly recognised notion that firms pay higher costs for marketing to new customers as the acquisition of new customers is perceived to be ten times more expensive than maintaining existing customers. It can be seen, despite understanding this, which many companies are still struggling to effectively maintain their customers. In view of this scenario, the current research upholds the objective of investigating the connections that take place in the context of the retail industry in Malaysia in the midst of the factors indicated above and consumer loyalty. Many hypotheses were built from a theoretical model for this reason, and the process that was applied to test them was also highlighted. Later on by means of questionnaires, the suggested hypotheses were checked. The findings of the empirical study revealed that service quality, product quality, and consumer satisfaction are three distinct constructs that are combined to measure customer loyalty, indicating that service and product quality have a comparatively greater effect on variable customer loyalty. It is suggested that future initiatives should be aimed at evaluating the effect on consumer loyalty of customer relationships, customer preferences and engagement, as well as extending research to other sectors in order to gain greater insights.

In the internet telephony market with fierce competition, enhancing the service quality and the customer satisfaction to increase the customer's positive behavior intention has become a significant issue for all internet telephony operators. The goal of our study is to analyze the relationships among service quality, service value, customer satisfaction and behavior intention for internet telephony services. Based on the paper-based and web-based questionnaires, the study has accepted 260 effective responses from people who have tried to use the internet telephony services before. The questionnaires collected are processed by LISREL for further analysis. The study results reveal that: 1. The ”reliability/quality” has the most influence on the service value. The other influence factors in order are ”ease of use” and ”privacy/security”. 2. The ”reliability/quality” has a positive influence on the customer satisfaction. 3. (1) The ”reliability/quality” has a positive influence on the ”loyalty”. (2) The ”privacy/security” has the most influence on the ”pay more”. The other influence factors in order are the ”reliability/quality” and ”ease of use”. 4. The service value has a positive influence on the ”customer satisfaction”. 5. The service value has a positive influence on the ”loyalty”. 6. The customer satisfaction has a positive influence on the ”pay more”. Aggregately, the most significant relationship is that the better service quality an internet telephony operator can provide, the more positive behavior intention the customers will tend to show. Next, the more service value an internet telephony operator can have, the more positive behavior intention the customers will tend to show. The least influence factor to behavior intention is customer satisfaction. Accordingly, a good product design with high reliability/quality, ease of use and service value can increase the user's loyalty and willingness to pay more.

This research approach is a case study supported by a survey that collects information on factors related to the research variables, namely the variable service quality, customer satisfaction and loyalty. The data sources used are primary data and secondary data. Based on the above calculations, the number of samples taken at the BRI Bank Office Katamso Unit. With a population (N) of 229 people with an error rate (e) = 10%, the sample size (n) is 59 people. Test the requirements of the analysis, before performing statistical calculations on the dependent variable and the independent variable, the data normality, data linearity and homogeneity of the questionnaire results were first tested. Conducting a series of hypothesis testing used predetermined statistical analysis techniques, namely: multiple regression analysis to see the effect of the service quality variable (X1), the satisfaction variable (X2), on the customer loyalty (Y) of BRI. The F test is used to test the effect of variables X1, X2, simultaneously on variable Y. Based on the research results, the results obtained are 1) Service quality has a significant effect on customer satisfaction, this is indicated by looking at the coefficient value of P < 0.05 or P = 0.016; 2) service quality indirectly contributes significantly and positively to customer loyalty; 3) Customer satisfaction, which is the intervening variable, also shows significant and positive results, this is evidenced by looking at the value of the significance coefficient of P <0.05 or P = 0.032. While the results of the R2 value of 31.89% explained that there were still about 60% of the unexplained variables in this study that formed customer loyalty. Improving the company's image is also an important note that needs to be improved to provide added value to customer loyalty at the BRI Bank customers.

In the business marketing activities, customer loyalty has long been regarded as an important goal. Generally speaking, there two means for enterprise to retain customers. One is to deliver superior customer value and customer satisfaction derived from excellent services and quality products, the other is to set up a high switching obstacle. The emergence of World Wide Web (WWW) has brought dramatic changes to both business operations and consumer lifestyles. Because web shopping is convenient and time saving, consumers can easily compare prices and product features across suppliers with rich, free information available. With now consumers have more bargaining power, lower switching costs, and an increased number of choices available, it is more difficult for enterprise to set up customer satisfaction and customer loyalty. So understanding on-line shoppers’ purchase intentions has become an more important topic for enterprise. And it is necessary to explore how significant the switching costs effect on consumers in the internet too. This research attempt to investigate the relationship among customer perceived value, satisfaction, loyalty, and switching cost in the on-line bookstores. There are four objectives in this study. They are as follow: 1.To set up the constructs of customer perceived value in the on-line bookstores. 2.Exploring the roles of customer satisfaction and perceived value in producing online customer loyalty. 3.Exploring the mediating role of customer satisfaction in the value-loyalty relationship. 4.Exploring how switching costs moderate the effect of customer satisfaction and perceived value on customer loyalty.

This study is based on Hwa Fong Tire’s customers, investigating the relationship between Hwa Fong Tire’s customers in regard to brand image, perceived value, service quality, customer satisfaction and customer loyalty. In this study, we used Hwa Fong Tire’s customers as the object of the study and investigated by using questionnaires. Total 500 questionnaires were given, and there were 488 valid questionnaires. The effective rate was 97.60%, and confirmatory factor analysis, Pearson correlation, descriptive statistic, canonical analysis, ANOVA and multiple regressions were used for the statistical analysis. The results are found below, brand image, perceived value and service quality have positive impact to customer satisfaction, and brand image, perceived value, service quality have positive impact to customer loyalty. Finally, customer satisfaction has positive impact to customer loyalty, and furthermore, customers in different ages or different educational background have different circumstances exist between brand image, perceived value, service quality, customer satisfaction and customer loyalty.

This study aims to determine the extent to which product quality, price, promotion, and service quality significantly influence customer satisfaction at Es Teh Indonesia in Bogor. A total of 430 respondents participated in this study, with questionnaires distributed using a non-probability sampling technique in a descriptive quantitative research design. Data were analyzed using SPSS 29 software, applying multiple linear regression with an error value of α = 0.05. The results indicate that (1) customer satisfaction is positively and significantly influenced by product quality, (2) price significantly and favorably affects customer satisfaction, (3) promotion significantly and positively impacts customer satisfaction, and (4) service quality also has a positive and significant impact on customer satisfaction. Furthermore, the study finds that product quality, price, promotion, and service quality collectively have a positive and significant influence on customer satisfaction at Es Teh Indonesia in Bogor. These findings underscore the importance of each marketing element in fostering customer loyalty and satisfaction. The research has significant implications for Es Teh Indonesia’s strategy to enhance its product offerings, improve service quality, and design effective promotional campaigns. These results can guide the company's marketing practices to achieve a competitive advantage in the local beverage market

This research is on CV. Netral Rengat District, Indragiri Hulu Regency. The purpose of this research is to know the effect of service quality and price simultaneously on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency; To find out the effect of service quality partially on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency; To find out the effect of prices partially on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency. The population in this study are all consumers who use the services of CV. Neutral Rengat Subdistrict, Indragiri Hulu Regency which is infinite in number, where visitors are teenagers to adults, the population used is 24,057 people. While the sample in this study amounted to 100 people with a nonprobability sampling technique. Thisr research used quantitative methods, namely by multiple linear regression, correlation coefficient and determination, and F test and t test. Based on the results of the research and discussion, some conclusions can be drawn as follows: From the quantitative calculations obtained using the multiple linear regression equation Y = a + b1X1 + b2X2 obtained Y = 3.808 + 0.238 X1 + 0.528 X2, namely the constant coefficient value (a) amounting to 3.808 this means that if the value of service quality (X1) and price (X2) equals zero, then the level or amount of customer satisfaction (Y) is equal to 3.808. The coefficient value of X1 = 0.238 means that if the service quality (X1) rises by one unit, while the price variable (X2) remains, customer satisfaction (Y) will increase by 0.238 and vice versa if the service quality (X1) decreases by one unit, while the price variable (X2) remains, consumer satisfaction (Y) will decrease by 0,238. The coefficient value of X2 = 0.528 explains that if the price (X2) rises by one unit, while the service quality variable (X1) remains, the level of customer satisfaction (Y) will increase by 0.528 and if the price (X2) falls by one unit, while the service quality variable (X1) remains that consumer satisfaction (Y) will decrease by 0.528. Multiple linear correlation coefficient (R) that is 0.885 means that the relationship that has a very high correlation between service quality and price to customer satisfaction is 0.885. The coefficient of determination (R2) is 0.783, meaning that customer satisfaction can be explained by variations in changes in the independent variable (service quality and price) of 78.3%, while the remaining 21.7% is explained by other variables outside the research. Based on the results of the F test, the calculated F value is 175,051 with a significant level of 0,000. While Ftable at 100% (0.05) is 3.09. In both calculations, F count&gt; Ftable is 175,051&gt; 3,09. This means that Ho is rejected and Ha is accepted, meaning that simultaneously service quality and price have a significant effect on customer satisfaction. Based on the results of the t test obtained the value of tcount X1&gt; t table = 2.101&gt; 1.98447 so that Ho is rejected and Ha is accepted, which means the independent variable (X1) service quality partially has a significant effect on the variable customer satisfaction (Y). Furthermore, the value of tcount X2&gt; t table = 4.268&gt; 1.98447 so that Ho is rejected and Ha is accepted, which means that the independent variable (X2) price partially has a significant effect on the variable customer satisfaction (Y).

This study examined the correlation between administrative management and service quality in dental offices in an upper middle-income country. An applied research approach with an observational, cross-sectional, and exploratory design was used. The sample included 100 patients aged 18 and older from dental offices in Peru, during 2023. Convenience sampling was employed. Spearman correlation and linear regression analyses were conducted. Results showed a positive and moderately strong correlation between administrative management and service quality (Spearman’s rho = 0.79, p < 0.001). Effective organizing (β = 2.11, p < 0.001) and controlling (β = 1.58, p = 0.034) in administrative management were significantly associated with improved service quality. The study concludes that better administrative management positively impacts the quality of service in dental offices.

The quality of population administration services is one of the important roles in the population administration management process. Population administration service officers must provide excellent service to the community in order to provide welfare and ease the process of managing population administration. The purpose of this study is to see the extent of the quality of population administration services carried out by population administration service officers of the Kelurahan Sumurwelut office and also to see public satisfaction with the quality of population administration services based on Klampid New Generation (KNG) application technology carried out by Kelurahan Sumurwelut. The method used in this study is qualitative descriptive by obtaining data sources from interviews, observations, and documentation. The results of this study show that the quality of technology-based population administration services using the Klampid New Generation application carried out by Kelurahan Sumurwelut is very good. However, there are several factors that make the quality of population administration services hampered, namely when the occurrence of Klampid New Generation application servers that are error, unstable internet networks, and also people who do not understand the file requirements, and cannot take the time to come directly to the Kelurahan office to manage their files. This is not an obstacle to the decline in the quality of population administration services and public satisfaction with technology-based population administration services carried out by the Kelurahan Sumurwelut office.

This study was conducted to assess how the quality of administrative services and speed of service affect patient satisfaction levels at the Dentanita Dokter Gigi Bersama Blora Clinic. This research applied a quantitative approach using a correlational method, where data collection was conducted using a Likert scale questionnaire (1–5) from 51 respondents and the data was analyzed using multiple linear regression through SPSS software. The research findings indicate that the quality of administrative services has a positive and significant effect on patient satisfaction, with an F value of 75.507 and a significance level of 0.001. Meanwhile, the R² value of 0.759 indicates that 75.9% of the variation in patient satisfaction can be explained by the quality of administrative services and service time. These findings are in line with the SERVQUAL model, which emphasizes the dimensions of reliability and responsiveness, and show that improving administrative services and time efficiency can increase patient satisfaction in regional dental clinics.Keywords: dental clinic, health services, patient satisfactio, quality of administrative services, service time.

This study aimed to determine to correlation between four independent variables of quality servive, quality products, trust, and customer value on customer satisfaction variable. This study was explanatory research using quantitative approach of multiple regression. Sample of this study were 103 customers of the bank. Data analysis techniques used in the study were multiple regression analysis, t-test, F-test, and classical assumption testing. Data of this study was taken using quistionnaire distributed to customers of the bank and analyzed using SPSS 16 version.The resulf of F-test analysis showed that factor of service quality, product quality, trust and customers value gave effect simultaneously with 52,7% of the value of Adjusted R Square on customer satisfaction in the bank. In addition, 47,3% of the remaining value were affectted by other factors which were not discussed in this study. The result of partial t-test showed that service quality gave the biggest effect on customer satisfaction in the bank. The more accessable the bank service was, the more interested people in the bank would be. Marketing strategy showed significant effect in improving service quality. Thus, the better the marketing management in the bank was, the more interested people in the bank would be.

This study aims to examine the effect of experiential marketing, service quality and reference groups on customer satisfaction, either partially or simultaneously. And to test whether loyalty is able to moderate the experiential marketing, service quality and reference group variables on customer satisfaction at the North Sumatra Islamic bank Multatuli KCP. This study uses quantitative research methods by collecting data using a Likert scale. The subjects of this study were customers from Bank Sumut Syariah Kcp Multatuli, totaling 100 samples, data analysis techniques through the IBM SPSS statistics 15 program. The results of the study show that first, the experiential marketing variable has a significant effect on customer satisfaction. variable significance value (X1) experiential marketing of 0.000 (&lt;0.05). Second, the service quality variable has a significant effect on customer satisfaction variables. the variable significance value (X2) of service quality is 0.019 (&lt;0.05). The three reference group variables have no significant effect on customer satisfaction variables. variable significance value (X3) reference group of 0.956 (&gt; 0.05). The four customer loyalty variables were unable to moderate the influence of experiential marketing variables on customer satisfaction. The significance value of the interaction variable between experiential marketing and loyalty was 0.946 (&gt; 0.05). The five customer loyalty variables were unable to moderate the influence of service quality variables on customer satisfaction. The significance value of the interaction variable between service quality and loyalty was 0.276 (&gt; 0.05). The six customer loyalty variables were unable to moderate the influence of the reference group variable on customer satisfaction. The significance value of the interactio n variable between the reference group and loyalty was 0.941 (&gt; 0.05). Seventh simultaneously experiential marketing (X1), service quality (X2), reference group (X3) and Loyalty (Z) have a significant effect on customer satisfaction as variable Y, and Sig value &lt; 0.05 then 0.000 &lt; 0.05.