Can Servqual Mediate From the Store Atmosphere and Customer Satisfaction?

Ilmi, Zainal; Darma, Dio Caisar

doi:10.15544/mts.2020.36

Cited by 7 publications

(6 citation statements)

References 31 publications

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“…It has been a lengthy debate to determine the scope of customer satisfaction, given that it is the starting point and a component of the affective state [3]. According to [21], satisfaction is an emotional response to buying behaviors.…”

Section: Viewpoints Surrounding Customer Satisfactionmentioning

confidence: 99%

“…Happy customers are more likely to continuously engage in organizations and this can generate future profits. A company's ultimate goal is customer happiness, which can be achieved through satisfaction with the product or service according to [3]. [4] states that customers desire a consistent experience, but satisfaction is an after-choice evaluative judgment based on the purchase conditions.…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Delightful Customer Experience: An Antecedent for Profitability and Sustainable Growth of Airline Businesses

Raman,

Suhartanto,

Shaharun

2023

Preprint

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Customer satisfaction is the process of reaching a customer's expectations to generate delightful experiences with a product or a brand. Delight involves delivering an unforgettable experience to users by focusing on their requirements, desires, and interests. Delighting Customers is crucial for organizations’ economic growth worldwide, especially in the airline industry. This study aims to determine if safety measures, ticketing policies, and the cost of air travel impact among the airline passengers’ satisfaction post-COVID-19 in Malaysia. A research framework is designed to present an in-depth understanding of the mentioned variables. In this study, a comprehensive survey using online questionnaire was used and 388 valid responses were obtained from airline passengers in Malaysia. Data were analyzed by employing data reduction technique and multivariate data analysis. The results revealed that safety appears to be the most essential aspect of airline customer satisfaction among Malaysians, while cost is perceived as a significant factor. Moreover, as the cost of living rose because of the pandemic, many of the income earners in the lower category are less inclined to take vacations. In a nutshell, the study recommends that airlines implement a conscious practice that contributes to the happiness of passengers, which in turn increases profitability and ensures sustainable growth of the airlines.

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Section: Viewpoints Surrounding Customer Satisfactionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Delightful Customer Experience: An Antecedent for Profitability and Sustainable Growth of Airline Businesses

Raman,

Suhartanto,

Shaharun

2023

Preprint

View full text Add to dashboard Cite

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“…Copyright © 2021 Jurnal Pariwisata Pesona berdasarkan kebutuhan sampel yang dibutuhkan terkait dengan karakteristik, sifat, dan kriteria (misalnya Kasuma et al, 2020;Ilmi et al, 2020;Wahyuningsih et al, 2020).…”

Section: Sampel Dan Ukuran Dataunclassified

Eksplorasi Pariwisata Pedesaan Di Hutan Desa Merabu, Berau (Indonesia)

Roy

Hadjaat

Darma

et al. 2021

J. Pariwisata Pesona.

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Tourism has adapted rapidly in various worlds, including Indonesia, and created significant harmonization for economic, social, and cultural uses. Since the change in the status of the village forest (HD) in 2014, it is hoped that it will become an opportunity for Merabu Village to increase the productivity of agriculture, livestock, and tourist destinations. The focus of this study is to explore the tourism potential of Merabu Village. We obtained data sets through interviews, FGDs, and field observations of a number of informants who predominantly work as farmers. The trend of tourist visits every year is also increasing and especially rural-tourism is managed by Kerima Puri. Since the beginning of the presence of domestic tourists and foreign tourists, there have been tour boat services that took them to the gate of Nya’deng Lake, homestays, food providers, and various traditional attractions (cultural festivals). As a rural tourism area, HD has a positive impact on local residents to be involved in rural-tourism development. This finding also hopes for a real contribution from relevant parties to advance the rural-tourism of Merabu Village

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“…Independent variables include variables of local wisdom, learning, and attitudes. Meanwhile, intention and sustainable behavior act as dependent variables (Ilmi et al, 2020). The measuring tool to complete the explanation appropriately is measured through a questionnaire (questionnaire list) which will have an interval scale of 1-5 so that it can quantify the data obtained from these questions.…”

Section: Data Setmentioning

confidence: 99%

Management behavior of indigenous peoples in conserving forest resources

Karhab¹

2021

JSPSDS

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The study aims to prove the influence of local wisdom, learning, attitudes on the intentions and behavior of indigenous peoples in behaving sustainably or preserving forest resources in East Kalimantan Province. The population in this study is customary law communities, namely groups of people who have local wisdom in protecting and managing the environment sustainably in the province of East Kalimantan. The purposive sampling method was used to select districts and villages as sample areas, namely the districts of Berau, East Kutai, and West Kutai with a total population of 12,483. The sample of customary law communities was taken using the nonprobability sampling technique, which includes incidental sampling and purposive sampling of 387 indigenous respondents. Subsequently, in-depth interviews were conducted with 11 customary law community leaders as informants to produce more facts, complete the study description of the phenomenon being studied, and strengthen the research analysis. As a result, local wisdom has influenced the intentions and behavior of indigenous and tribal peoples to conserve forest resources. Learning can increase intention and influence community behavior to conserve forest resources. The attitude of the customary law community in supporting the preservation of forest resources has no effect on the intention to conserve forest resources and the stronger the intention to conserve forest resources, the more it will affect the behavior of the customary law community in conserving forest resources. Furthermore, the perception of indigenous and tribal peoples is that they are very supportive of the preservation of forest resources, forests are seen as an inseparable part of life due to their very high dependence on the economy.

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Can Servqual Mediate From the Store Atmosphere and Customer Satisfaction?

Cited by 7 publications

References 31 publications

Delightful Customer Experience: An Antecedent for Profitability and Sustainable Growth of Airline Businesses

Delightful Customer Experience: An Antecedent for Profitability and Sustainable Growth of Airline Businesses

Eksplorasi Pariwisata Pedesaan Di Hutan Desa Merabu, Berau (Indonesia)

Management behavior of indigenous peoples in conserving forest resources

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