Service Quality and Customer Satisfaction: A Case Study of Hotel Industry in Vietnam

Minh, Nguyen Hue; Hà, Nguyễn Thu; Phan, Anh Chi; Matsui, Yoshiki

doi:10.5539/ass.v11n10p73

Cited by 51 publications

(41 citation statements)

References 31 publications

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“…The probability value was less than 5% at 0.000 < 0.05 and indicated that assurance has a positive effect on community satisfaction. This corresponded with research conducted by Nguyen, M., et al, (2015), Francis, J. & Richard, F. (2017), and Mudenda, C., & Guga, D. (2017) which stated that a company's ability to foster a guaranteed trust in customers through friendliness and knowledge of staff during service provision will impact community satisfaction [10], [11], [12].…”

Section: Multiple Regression Analysissupporting

confidence: 78%

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Service Quality Towards Community Satisfaction in the KRL Access Apliccation

Marginingsih¹,

Susilowati²,

Widiyanti³

2021

Proceedings of the 4th International Conference on Sustainable Innovation 2020-Accounting and Management (ICoSIAMS 2020)

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The development of technology and information in the digital era has changed the lifestyle of people in various sectors, including in transportation service, which is a significant and strategic means of improving the economy. Along with the increasing need for public transportation by urban communities, trains are becoming a highly demanded alternative by the public with many advantages such as low pollution, absence of traffic jams, mass carriage nature, cheaper costs, and a relatively faster time. Therefore, this study aims to determine the level of community satisfaction through information services on Electric Rel Trains (KRL) Access applications for users of the Jakarta-Bogor Travel Route. A total of 100 respondents were examined using the convenience sampling method, and the research used a descriptive and quantitative approach. The data were processed using multiple linear regression analysis, and the results showed the levels of the KRL Access application satisfaction to the travel route users. This was performed by employing partial and simultaneous variables of reliability, responsiveness, assurance, empathy, and tangibility, all of which obtained positive and significant outcomes. Therefore, the provision of good services was shown to be fundamental to organizational success as it directly impacts the company's reputation.

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Section: Multiple Regression Analysissupporting

confidence: 78%

“…Reliability, Responsiveness, Assurance, Tangibility and Empathy have a significant impact on customer satisfaction. This implies that service quality plays an important role in driving higher levels of customer satisfaction [10], [11], [12].…”

Section: Service Qualitymentioning

confidence: 99%

Service Quality Towards Community Satisfaction in the KRL Access Apliccation

Marginingsih¹,

Susilowati²,

Widiyanti³

2021

Proceedings of the 4th International Conference on Sustainable Innovation 2020-Accounting and Management (ICoSIAMS 2020)

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“…Oleh karena itu pada level 5%, H4 dan H5 ditolak. Pengaruh assurance yang tidak secara signifikan memberi dampak pada customer satisfaction sesuai dengan beberapa penelitian sebelumnya yaitu (Minh et al 2015). Faktor empathy tidak memiliki pengaruh yang positif pada kepuasan konsumen (Suharto dan Sulistiyono, 2015).…”

Section: Metode Penelitianunclassified

Faktor Yang Memengaruhi Kepuasan Pelanggan Dalam Layanan Ride Hailing Di Indonesia

Salim¹,

Ricardo²,

Mz³

et al. 2021

jabm

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The use of technology in these services has significantly become an important part of people's daily lives. The ease of using ride-hailing services makes the adoption of this service easier to accept and use. The purpose of this study was to investigate the factors influencing customer satisfaction in using online-based ride-hailing services in the sharing economy of business platforms in Indonesia. This study empirically analyzed variable data using non-probability sampling techniques on a questionnaire to 500 sample data from respondents who have used online-based four-wheeled car transportation with a frequency of more than five times a year. The linear regression analysis model is used to examine the effect of 7 variables affecting Indonesia's customer satisfaction. Based on the results, four variables significantly influenced customer satisfaction: tangibility, reliability, responsiveness, and information and communication technology (ICT). The variable that affected but was not significant (marginally significant) was the price, and two variables that did not affect customer satisfaction were assurance and empathy. Thus, ride-hailing service providers need to maintain service quality standards to ensure customer satisfaction. This research is also useful for ride-hailing services to maintain fairness in prices, pay attention to the ease of use of information and communication technology, and maintain customer satisfaction to increase competitive advantage over competitors.

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“…terhadap kepuasan pelanggan. Menurut penelitian yang telah dilakukan oleh Minh et al (2015) memperlihatkan kualitas layanan memiliki pengaruh yang positif dan signifikan dengan kepuasan pelanggan. Menurut Danish et al (2018) mengatakan bahwa kualitas layanan memiliki pengaruh positif dan signifikan terhadap kepuasan pelanggan.…”

Section: Gambar 1 Kerangka Konseptualunclassified

“…Hasil penelitian ini sesuai dengan Hipotesis satu (H2) yang di ajukan dan diteliti oleh Niaam & Adhimmum (2016) didapatkan hasil bahwa kualitas layanan berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Menurut penelitian yang telah dilakukan oleh Minh et al (2015) memperlihatkan kualitas layanan memiliki pengaruh yang positif dan signifikan dengan kepuasan pelanggan. "…”

Section: Tabel 13 "Hasil Uji Heteroskedastisitas"unclassified

Kualitas Produk, Kualitas Layanan, Dan Kewajaran Harga Berpengaruh Terhadap Kepuasan Pelanggan the Old Champ Cafe

Putra

Seminari

2020

EJMUNUD

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Kepuasan pelanggan merupakan suatu keadaan dimana keinginan, harapan, dan kebutuhan pelanggan terpenuhi. Agar pelanggan merasa puas perusahaan perlu memperhatikan faktor-faktor yang mempengaruhi kepuasan pelanggan. Tujuan penelitian ini adalah untuk mengetahui pengaruh kualitas produk, kualitas layanan, dan kewajaran harga terhadap kepuasan pelanggan. Penelitian ini dilakukan di The Old Champ Cafe Denpasar. Jumlah sampel yang diambil sebanyak 98 responden yang berdomisili di Kota Denpasar, dengan menggunakan metode non probability sampling dengan teknik purposive sampling. Metode pengumpulan data yaitu dengan melakukan survey yang menggunakan kuesioner sebagai instrumen penelitian. Teknik analisis yang digunakan adalah regresi linier berganda. Hasil penelitian menunjukkan bahwa seluruh hipotesis diterima. Kualitas Produk, Kualitas Layanan, dan Kewajaran Harga berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan. Perusahaan diharapkan mampu meningkatkan keunggulan produk mereka dengan menciptakan produk-produk baru yang akan meningkatkan pembelian agar bisa berkembang seiring perkembangan zaman. Kata kunci: Kualitas Produk, Kualitas Layanan, Kewajaran Harga, Kepuasan Pelanggan.

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Service Quality and Customer Satisfaction: A Case Study of Hotel Industry in Vietnam

Cited by 51 publications

References 31 publications

Service Quality Towards Community Satisfaction in the KRL Access Apliccation

Service Quality Towards Community Satisfaction in the KRL Access Apliccation

Faktor Yang Memengaruhi Kepuasan Pelanggan Dalam Layanan Ride Hailing Di Indonesia

Kualitas Produk, Kualitas Layanan, Dan Kewajaran Harga Berpengaruh Terhadap Kepuasan Pelanggan the Old Champ Cafe

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