Game On

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

Features a case study of a major bank which aimed to achieve corporate transformation and a dramatic improvement in service quality. The links between service quality, customer satisfaction and corporate profitability in UK banking are outlined in order to set in context the many quality improvement initiatives undertaken by UK retail banks in recent years. Business process re‐engineering has proved to be the most popular of service quality initiatives but most have been limited to single processes rather than corporate transformation as portrayed in the case study. The five‐year corporate transformation programme focuses on employee communications, the redesign of work, recruitment and reward processes and the introduction of consumer research‐based national quality standards. The bank was rewarded for its efforts, coming top for three consecutive years in the Which? service quality surveys and, according to its own data, which contributed to a rise in customer satisfaction and customer retention at a time of declining employee satisfaction. Future developments in service quality segmentation and a working definition of service quality are proposed.

In today’s emerging and competitive mobile social media market, companies continuously endeavor to improve service quality and customer satisfaction in order to gain a competitive advantage and ensure long-term sustainability. The objective of this study is to identify the relationship between service quality, customer satisfaction, and customer loyalty in mobile social media. Moreover, this study examines the role of customer satisfaction as a mediator. The proposed research model consists of four dimensions of mobile service quality (usefulness, convenience, design, and security/privacy) as well as customer satisfaction and customer loyalty. The survey used the self-administrated method. A total of 256 responses were used in the data analysis. We estimated the hypothesized relationships of the research model using a structural equation modeling technique. The results are as follows: first, usefulness, convenience, design, and security/privacy significantly and positively affect customer satisfaction. Second, customer satisfaction has a significant and positive impact on customer loyalty. Third, customer satisfaction mediates the relationship between service quality and customer loyalty; in particular, convenience, design, and security/privacy are completely mediated while usefulness is partially mediated. These results can serve as a valuable reference for mobile social media providers to manage services and improve service quality and customer satisfaction.

When university face the competition of environment and development of democratization, every administration units of university couldn’t only passive handle administration business, they must go a step further to consider the standpoint and need for student, and help student to solve problems so as to promote learning and development for student. Therefore, this study through overall discussion for realizing administration service quality of university and offer consultation for administration units to promote administration service quality. This study evidenced from Yuan Ze University that ever gain nation quality reward in 14th and discussed the characteristic of administration service and quality. The sample of this study was student in Yuan Ze University. According to the students of five departments and adopted stratified sampling, the author of this study collected 705 usable questionnaires. Then, this study used SPSS and AMOS for structure equation model to analyze the three independent variables of administration service quality, perceived value and customer satisfaction to understand the relationship on behavior intention. Finally, this study found the critical attribute of the satisfaction and perceived value in order to confirm the sequence of improving. The result could provide strategies and allocate resources for administrator in university. The result of study was the improvement of service quality could increase perceived value and customer satisfaction so as to reinforce customer loyalty. Moreover, improvement of service quality could through perceived value to reduce the intention of customer transference and raise the opportunity of cooperation with customer for a long time. To customer responsive, if customers have good experience of service, they could raise the intention of responsive when they find unusual service quality. They consider the behavior of responsive could improve the unusual service quality and gain reasonable compensation to achieve win-win situation between customer and corporate. Moreover, from structure equation model, this study found the consequence of service attribute was assurance(0.878),、responsiveness (0.869), reliability(0.829), empathy(0.808) and tangibles(0.609).

This study aims to evaluate the impact of service quality and digital marketing on consumer loyalty at PT Pos Indonesia, Yogyakarta, with a focus on understanding how customer satisfaction mediates these relationships. The context of this research is particularly relevant in light of the company’s recent decline in market share and its attempts to adapt to a rapidly changing competitive environment in the expedition industry. A quantitative approach with a causal design was employed. Data were collected through an online questionnaire from 155 respondents who had used PT Pos Indonesia's services. Structural Equation Modeling (SEM) using Partial Least Squares (PLS) was used to test the hypotheses and analyze the relationships between service quality, digital marketing, customer satisfaction, and consumer loyalty. The analysis revealed that service quality has a significant positive effect on both customer satisfaction and loyalty. Customer satisfaction was found to mediate the relationship between service quality and loyalty. In contrast, digital marketing showed a negative but near-significant effect on consumer loyalty and had no significant impact on customer satisfaction. The mediating effect of customer satisfaction on the relationship between digital marketing and loyalty was not significant. This study highlights the critical role of service quality in enhancing customer loyalty, both directly and indirectly through customer satisfaction. Companies, particularly PT Pos Indonesia, should focus on improving service quality as it significantly influences consumer loyalty. Digital marketing strategies, however, need reevaluation, as they do not seem to align with customer expectations and have not proven effective in fostering loyalty. The study’s findings suggest that companies should prioritize service quality improvements and adopt a more targeted, customer-oriented digital marketing approach. Future research could expand on these findings by exploring the impact of external factors or conducting comparative analyses with competitors in the expedition industry.

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

This study aims to analyze the role of service quality mediation in the relationship between environment and price to customer satisfaction at Hotel Budiman Balikpapan. The method used is quantitative with the Structural Equation Modeling-Partial Least Squares (SEM-PLS) approach. Data was obtained through a questionnaire with a 5-point Likert scale, then analyzed using SmartPLS. The results of the study show that the environment does not have a significant effect on customer satisfaction either directly or indirectly through the quality of service. On the other hand, price is proven to have no significant effect directly on customer satisfaction, but has a significant effect indirectly through the quality of service. In addition, service quality has a significant effect on customer satisfaction and acts as a full mediator on the relationship between price and customer satisfaction. These findings confirm that customers judge prices based on their suitability with the quality of service received, so improving service quality is a key factor in creating customer satisfaction. This research contributes to strengthening the literature on the mechanism of customer satisfaction formation and provides practical implications for hotel management to focus more on improving service quality strategies.

This thesis discusses the influence of service quality on customer satisfaction at Aneka Bakery and Cake Shop. The purpose of this study is to determine the extent to which service quality affects customer satisfaction levels. The research employs a quantitative method with 97 respondents, determined using the Slovin formula with a 10% margin of error. Data were collected through questionnaires and analyzed using validity tests, reliability tests, normality tests, heteroscedasticity tests, partial tests (t-test), the coefficient of determination (R²), and simple linear regression analysis. The results indicate that service quality has a significant influence on customer satisfaction, as shown by a significance value of 0.00 < 0.05 and a t-count (23.525) > t-table (1.661). The coefficient of determination of 0.214 shows that 21.4% of the variation in customer satisfaction is influenced by service quality. The simple linear regression equation obtained is Y = 23.525 + 0.433X, meaning that every improvement in service quality will increase customer satisfaction at Aneka Bakery and Cake Shop.

The study sought to investigate the relationship between corporate governance and service quality in the South African banking industry. To achieve the study aims, a mixed methods approach was used, which included a set of questionnaires distributed to Capitec Bank clients and employees. Client data was collected and analysed using descriptive sampling techniques (SPSS) and employee data was collected and analysed using NVIVO software. Questionnaires were distributed to 30 Capitec Bank employees and 384 clients at three Capitec Bank locations in the Durban area (Westwood Mall, Overport City Shopping Centre and The Pavilion Shopping Centre). The researcher distributed a face-to-face, paper-based data collection tool personally to the participants. Respondents were chosen via non-probability sampling. The problem of the study emanated from the seriousness of the challenges confronting banks, since a number of scandals and crises have occurred in the history of corporate governance, causing substantial damage. To tackle these issues and find solutions to address them, excellent corporate governance must be established; hence, improving corporate governance may have a positive impact on service quality, leading to increased customer satisfaction and loyalty. The issue has been resolved. The study's findings show that there are sufficient and effective laws and rules that support strong corporate governance practices; the bank is effectively controlled; and it has ethical policies and procedures. Furthermore, the bank has internal programs in place to improve the level of service it provides to its customers. This means that Capitec Bank's successful involvement in corporate governance to enhance standards of service quality may have an impact on customer happiness and loyalty. Based on the findings of the study, recommendations have been made to close the gaps and, finally, improve service quality so that the bank may achieve customer satisfaction and, as a result, higher productivity. It was recommended that internal programs be enhanced to increase service quality. This will result in happier clients and better compliance with corporate governance norms. It was also recommended that bank management work towards improving appropriate corporate governance procedures to maintain customer satisfaction; a lack of these procedures may have a negative effect on customer satisfaction. In Chapter Five, the final chapter of this thesis, a number of conclusions and recommendations are presented based on the findings.

The laundry service industry growing rapidly along with the demands of people's increasingly practical lifestyles. In thiscompetitive business environment, the implementation Service excellenceis a key factor to maintain customer satisfaction. This study aims to analyze the effect of the implementation Service excellence on customer satisfaction in the service industry. approachused in this study, by collecting and analyzing various literature sources related to the concept Service excellence and customer satisfaction. Data sources used include scientific journals, books, and the results of previous research. The analysis was done descriptively to obtain a deep understanding of the relationship between the implementation Service excellenceand customer satisfaction. The results showed that the dimensions Service excellence, which consists ofspeed and accuracy of service, quality of laundry, friendliness and professionalism, access and flexibility, effective complaint handling, choice of fragrance, have a positive and significant influence on customer satisfaction in the service industry. The managerial implication of this study is that it is important for service providersto focus on improving service quality in order to achieve optimal customer satisfaction.

This study aims to find ways and strategies to improve service quality by analyzing the influence of other variables on service quality. The other variables are organizational support, work motivation, job satisfaction, and work commitment. Furthermore, the methods and strategies for improving the quality of education and training services found were made recommendations to related parties, namely the Republic of Indonesia Police, leaders of education and training institutions, and training instructors for the Security Unit in Bogor Regency. The population is as many as 168 instructors of security training and training from 33 security training institutions, spread across 16 sub-districts in the Bogor Regency area. The research sample is 118 respondents. Data analysis used SITOREM analysis. The results of the study show 1) There is a direct positive effect of organizational support on service quality with a path coefficient (βy1) of 0.302, so that strengthening organizational support can improve service quality; 2) There is a direct positive effect of work motivation on service quality with a path coefficient (βy2) of 0.211, so that strengthening work motivation can improve service quality; 3) There is a direct positive effect of job satisfaction on service quality with a path coefficient (βy3) of 0.201, so that strengthening job satisfaction can improve service quality; 4) There is a direct positive effect of work commitment on service quality with a path coefficient (βy4) of 0.212, so that strengthening work motivation can improve service quality; 5) There is a direct positive effect of Organizational Support on job satisfaction with a path coefficient (βy31) of 0.432, so that strengthening organizational support can increase job satisfaction; 6) There is a direct positive effect of work motivation on job satisfaction with a path coefficient (βy32) of 0.535, so that strengthening work motivation can increase job satisfaction; 7) There is a direct positive effect of Organizational Support on work commitment with a path coefficient (βy41) of 0.553, so that strengthening organizational support can increase work commitment; 8) There is a direct positive effect of work motivation on work commitment with a path coefficient (βy42) of 0.412, so that strengthening work motivation can increase work commitment; 9) There is an indirect positive effect of organizational support on service quality through job satisfaction with a path coefficient (βx13y) of 0.091, so that strengthening organizational support can improve service quality through strengthening job satisfaction; 10) There is an indirect positive effect of work motivation on service quality through job satisfaction with a path coefficient (βx23y) of 0.113, so that strengthening work motivation can improve service quality through strengthening job satisfaction; 11) There is an indirect positive effect of organizational support on service quality through work commitment with a path coefficient (βx14y) of 0.087, so that strengthening organizational support can improve service quality through strengthening work commitment; 12) There is an indirect positive effect of work motivation on service quality through work commitment with a path coefficient (βx24y) of 0.117, so that strengthening work motivation can improve service quality through strengthening work commitment; 13) There is a direct positive effect of work motivation on organizational support with a path coefficient (βy12) of 0.852, so strengthening work motivation can increase work commitment.

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.

This study analyzes the effect of service quality and asset management on customer satisfaction at a cafe in Klepu Village, Bergas District, Semarang Regency. Along with the rapid growth of the cafe business, improving service quality and asset management are important factors in increasing customer satisfaction. This study uses a quantitative approach with a survey involving 100 cafe customers selected through a purposive sampling technique. Data analysis was performed using multiple linear regression with SPSS. The results of the study indicate that service quality and asset management simultaneously have a significant effect on customer satisfaction (p < 0.05). Service quality has a greater influence, with a contribution of 60%, while asset management contributes 40%. This finding emphasizes the importance of improving service quality and asset maintenance to improve customer satisfaction and the competitiveness of cafes in the region. This study provides insight for cafe managers in facing competition in the small business sector.

The marketing concept holds that the key to realizing the goals of the organization lies in the ability of the organization in creating, delivering and communicating customer value to the target market more effectively compared to the competitors. This research examined brand image, and customer satisfaction as determinants of purchase intention with the moderating role of service quality. A quantitative research which employed both survey and cross-sectional research designs. The study has an infinite population with a sample size of 422. Purposive sampling techniques were employed in the process of administering the copies of questionnaires to respondents. Partial Least Square Structural Equation Modelling (PLS-SEM) was utilised to ascertain the hypothesised relationship. The findings of the study suggested that brand image, customer satisfaction and service quality have a positive and significant effect on purchase intentions. In addition, service quality significantly moderated the relationship between brand image and purchase intentions and customer satisfaction and purchase intentions. The study recommends that managers should improve service quality in clients' views, such as improving banking facilities, commitments to the customer, the interaction between the staff and the client, being ready to listen to the concerns of customers, and being prepared to solve the problems of customers.

Purpose: The purpose of this study was to propose useful suggestions by explore the effects of the Mobile Telecommunication service quality on customer satisfaction and Customer Loyalty ( Focus on Moderation effect of switching barrier) in Korea Mobile Telecommunication industry. Methods: After reviewing the literature, the structural eqation modeling(SEM) conducted by LISREL 8.53 test the research model. The data was collected from subscriber of mobile telecommunication service by the questionare in Korea. Results: The results of SEM show that Mobile Telecommunication Service Quailty have a positive effect on customer satisfaction, and customer satisfaction also have a positive effect on customer loyalty. And switching barrier have a moderation effect between customer satisfaction and customer loyalty. Conclusion: Mobile Telecommunication Service Quality is highly related to Customer Satisfation and Customer Loyalty, so Mobile Telecomunication Company should improve Service Quality especially price-related service quality and process/ human- related service quality. And the company need to get higher the positive Switching Barriers in order to improve Customer Loyalty.