Effects of Service Quality, Customer Trust and Corporate Image on Customer Satisfaction and Loyalty: An Assessment of Travel Agencies Customer in South Sumatra Indonesia

Setiawan, Heri; Sayuti, A.Jalaluddin

doi:10.9790/487x-1905033140

Cited by 77 publications

(120 citation statements)

References 50 publications

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“…Empirically, the findings of this study supporting the study that was conducted by Rasyid et al, (2017) concluded that service quality had a significant effect on tourist satisfactions.The results of this study also reinforce the results of previous study conducted by Setiawan and Sayuti (2017), Adinegara et al (2017), Tefera & Govender (2017) who concluded that service quality had an effect on tourist satisfactions.…”

Section: B) Service Quality Effects On Tourist Satisfactionssupporting

confidence: 91%

“…Many factors can affect tourist loyalty, including the marketing mix and service quality. It is supported by some research results of Azhar and Jufrizen (2017), and Gultom (2017), Setiawan and Sayuti (2017), Tefera and Govender (2017) stating that the service quality and marketing mix has a positive and significant effect on tourist loyalty. This studywas made aiming to replicate the study, because of the marketing mix and service quality effect on tourist loyalty.…”

Section: Independent Journal Of Management and Production (Ijmandp)mentioning

confidence: 68%

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The role of marketing mix and service quality on tourist satisfaction and loyalty at Samosir

Azhar

Jufrizen

Prayogi

et al. 2019

Ind. Jour. Manag. & Prod.

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This study aims to investigate the effect of the marketing mix and service quality on tourist satisfaction and loyalty. The data collection techniques used in this study included interviews and questionnaires to the relevant parties. The technique of data analysis in this study was descriptive and Structural Equation Modelling (SEM). The results showed that the marketing mix had a positive and significant effect on tourists satisfaction. The service quality had a positive and significant effect on tourists satisfaction in the region of Samosir. Marketing mix had a positive and significant effect on tourists loyalty. The service quality had a positive and significant effect on tourists loyalty. Tourist satisfaction had a positive and significant effect on tourists loyalty in the region of Samosir. And the marketing mix and the service quality had a significant effect on tourists in the Samosir Region through tourist satisfaction.

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Section: B) Service Quality Effects On Tourist Satisfactionssupporting

confidence: 91%

Section: Independent Journal Of Management and Production (Ijmandp)mentioning

confidence: 68%

The role of marketing mix and service quality on tourist satisfaction and loyalty at Samosir

Azhar

Jufrizen

Prayogi

et al. 2019

Ind. Jour. Manag. & Prod.

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“…The care and the personal consideration to the customer from the part of banks' staff, describe the empathy dimension of SERVQUAL (Setiawan, Sayuti 2017). According to Parasuraman et al (1985), the empathy is characterized as care and personal consid-eration of a business concern makes available for its clients.…”

Section: Empathy As An Servqual Dimensionmentioning

confidence: 99%

“…The commercial banking business is experiencing a swift and drastic remodelling due to the all-encompassing impact of information and telecommunication technologies (Saroha, Diwan 2017;Chen et al 2017;Setiawan, Sayuti 2017). The radical and fast paced access to information and data processing approaches have made the banking business respond to customer services quickly with greater precisions.…”

Section: Technology and Customer Satisfactionmentioning

confidence: 99%

“…Several studies have also established the positive and significant link between service quality dimensions and customer satisfaction in banking industry across the globe (Setiawan, Sayuti 2017;Gümüş, Öner 2016;Avkiran 1994;Blanchard, Galloway 1994;LeBlanc, Nguyen 1988). Wang et al (2003), and Lewis and Pescetto (1996) endorse the reality that service quality is the single most dominating source of success for the banking business.…”

Section: Introductionmentioning

confidence: 99%

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Modified Servqual Model and Effects of Customer Attitude and Technology on Customer Satisfaction in Banking Industry: Mediation, Moderation and Conditional Process Analysis

Ahmed

Vveinhardt

Štreimikienė

et al. 2017

Journal of Business Economics and Management

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Banks are very important financial services sector, and in banking sector there is an intense competition amongst the local and foreign banks throughout the world. The objective of this research is to analyse the effects of perceived value and customer trust, and role of technology in banking service qualities and customers’ satisfaction in Pakistani context. For this purpose we employed modified SERVQUAL model with four dimensions such as empathy, competence, reliability, and online service. An adapted questionnaire was used to carry out this survey research, and collected 830 responses from the customers of Pakistani banking industry. We used factor analysis, confirmatory factor analysis, and bootstrapping methods to carry out this research. The results of the study demonstrated that our four-dimensional model of modified SERVQUAL has a significant impact on overall customer satisfaction. It is further concluded from the bootstrapping method that modified SERVQUAL dimensions and customer satisfaction are positively mediated by the perceived value and trust. Finally, it is also concluded that the implementation of technology serves as moderating variable in the banking sector. The outcomes of this research are beneficial to the senior management of banking sector in order to implement the effective and customised online banking structure to gain competitive advantages, and provide vibrant online banking services that enhance the standard and ease of services to the customers and earn their confidence. The originality and novelty of this research provide a significant contribution in the application of SERVQUAL model specifically for the banking service quality dimensions and customer satisfaction in marketing research.

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Integrated Effects of Marketing Stimuli on Customer Loyalty in Palestine Grocery Supply-Chain: Does Satisfaction Perform Mediating Role?

Haque,

Tarofder,

Shamsuddoha

et al. 2023

Springer Proceedings in Business and Economics

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Effects of Service Quality, Customer Trust and Corporate Image on Customer Satisfaction and Loyalty: An Assessment of Travel Agencies Customer in South Sumatra Indonesia

Cited by 77 publications

References 50 publications

The role of marketing mix and service quality on tourist satisfaction and loyalty at Samosir

The role of marketing mix and service quality on tourist satisfaction and loyalty at Samosir

Modified Servqual Model and Effects of Customer Attitude and Technology on Customer Satisfaction in Banking Industry: Mediation, Moderation and Conditional Process Analysis

Integrated Effects of Marketing Stimuli on Customer Loyalty in Palestine Grocery Supply-Chain: Does Satisfaction Perform Mediating Role?

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