The Impact of Service Quality to Customer Satisfaction at PT Bank Sumut Medan

Ambarita, Elisabet Novani; Matondang, Abdul Rahim; Silalahi, Amlys Syahputra

doi:10.5220/0009201401970203

Cited by 2 publications

(3 citation statements)

References 0 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Meanwhile, H3 is supported, which implies that customer experience influences customer satisfaction positively and significantly. The result is in line with Keni and Sandra (2021) and Sabrina et al (2023). The experience felt from each smartphone brand may be similar since they have very similar function, thereby the customer experience may include the customer service that the brand offers and the improvement of every software update.…”

Section: Resultssupporting

confidence: 84%

“…Keni and Sandra (2021) who studied supermarket customers concluded that customer experience influences customer satisfaction positively and significantly. Sabrina et al (2023) suggested that customer experience influences customer satisfaction toward beverage products positively and significantly. The results showed that customers will feel satisfied with a product if they feel positive response while consuming it.…”

Section: Influence Of Customer Experience Toward Customer Satisfactionmentioning

confidence: 99%

See 1 more Smart Citation

Factors That Can Influence Smartphone Customer Loyalty

Markus,

Budiarto,

Nyotowidjojo

et al. 2024

JMIEB

View full text Add to dashboard Cite

Smartphone telah menjadi bagian penting dalam kehidupan sehari-hari karena dapat menunjang masyarakat dalam melakukan pekerjaan, sehingga meningkatkan permintaan masyarakat Indonesia terhadap smartphone. Alhasil, perusahaan smartphone berlomba-lomba mendirikan pabrik di Indonesia untuk memenuhi permintaan tersebut. Kondisi ini tentu meningkatkan persaingan antar perusahaan smartphone, terutama dari segi fitur, harga, dan spesifikasi produk. Oleh karena itu, perusahaan smartphone perlu meningkatkan kesetiaan pelanggannya agar pelanggan yang ingin membeli smartphone baru memiliki kecenderungan lebih tinggi untuk membeli seri terbarunya. Kesetiaan pelanggan menjadi semakin penting bagi perusahaan smartphone karena smartphone yang ditawarkan oleh berbagai perusahaan memiliki fungsi yang serupa. Oleh karena itu, penelitian ini bertujuan untuk mengetahui pengaruh kualitas yang dirasakan, kepercayaan, dan pengalaman pelanggan terhadap kesetiaan pelanggan, serta peran mediasi kepuasan pelanggan. Populasi penelitian ini adalah seluruh pelanggan salah satu merek smartphone di Jakarta, sedangkan sampelnya adalah pelanggan yang telah membeli produk tersebut lebih dari satu kali dan berdomisili di Jakarta. Sampel yang diperoleh sebanyak 140 orang dengan menggunakan metode convenience sampling dan data diolah dengan menggunakan metode PLS-SEM. Hasil penelitian ini menunjukkan bahwa kualitas yang dirasakan, kepercayaan, dan pengalaman pelanggan berpengaruh positif dan signifikan terhadap kepuasan pelanggan dan kesetiaan pelanggan. Selain itu kepuasan pelanggan berpengaruh terhadap loyalitas pelanggan secara positif dan signifikan. Selanjutnya kepuasan pelanggan memediasi pengaruh kepercayaan dan pengalaman pelanggan terhadap loyalitas pelanggan, namun kepuasan pelanggan tidak memediasi pengaruh kualitas yang dirasakan terhadap loyalitas pelanggan. Smartphone has become an important part of people's daily lives because it can support them when doing their job, thereby increasing Indonesian’s demand for smartphone. Consequently, smartphone companies are competing to set up factories in Indonesia to meet this demand. This condition certainly increases competition between smartphone companies, especially in terms of features, price, and product specifications. Therefore, smartphone companies need to increase customer loyalty so that customers who want to buy a new smartphone have a higher tendency to purchase their latest series. Customer loyalty is becoming increasingly important for smartphone companies because the smartphones offered by various companies have similar functions. Hence, this research aims to determine the influence of perceived quality, trust, and customer experience on customer loyalty toward smartphone brand, as well as the mediating role of customer satisfaction. The population of this study is all customers of a smartphone brand in Jakarta, while the sample is customers who have purchased the product more than once and live in Jakarta. 140 samples were obtained by using convenience sampling method and the data were processed by using PLS-SEM method. This research showed that perceived quality, trust, and customer experience influence customer satisfaction and customer loyalty positively and significantly. Moreover, customer satisfaction influences customer loyalty positively and significantly. Furthermore, customer satisfaction mediates the influence of trust and customer experience on customer loyalty, but customer satisfaction doesn’t mediate the influence of perceived quality on customer loyalty.

show abstract

Section: Resultssupporting

confidence: 84%

Section: Influence Of Customer Experience Toward Customer Satisfactionmentioning

confidence: 99%

Factors That Can Influence Smartphone Customer Loyalty

Markus,

Budiarto,

Nyotowidjojo

et al. 2024

JMIEB

View full text Add to dashboard Cite

show abstract

“…There are many elements of service quality for example, responsiveness, physical aspect, technical quality, empathy, engagement, reliability, empathy, policy, problem solving, corporate image, tangibility and personal interaction, assurance, functional quality and tangibles (Lewis and Mitchell, 1990;Munusamy, Chelliah and Mun, 2010;Sanjuq, 2014;Agarwal and Kassahun, 2016;Ambarita, Matondang and Silalahi, 2021;Subedi, 2019 andHabaragoda, andWathsala, 2021). These elements of service quality are illustrated in table 1.…”

Section: Elements Of Service Qualitymentioning

confidence: 99%

Analysis of the effectiveness of e-customer service platforms on customer satisfaction at ABSA, Botswana

Chiguvi¹

2023

IJRBS

View full text Add to dashboard Cite

The study's primary objective was to analyze the effectiveness of e-customer service platforms on customer satisfaction in commercial banks in Botswana, using ABSA bank as a case study. The secondary objectives were to assess the effectiveness of reliability, responsiveness, assurance, empathy and tangibles of e-customer service platforms on customer satisfaction at ABSA bank. A positivist research philosophy was adopted. A cross-sectional survey design was used to collect data and probability sampling was employed. Data were collected from 180 customers who use ABSA e-customer services platforms using a structured questionnaire with Likert-type questions. Reliability was assessed using Cronbach’s alpha (?). Data were analysed using descriptive statistics, which include mean and standard deviation. Regression and correlation were applied to test research hypotheses. Results indicate that reliability, responsiveness, assurance, empathy and tangibles of e-customer services platforms at ABSA are positively linked to customer satisfaction. ABSA Bank management is therefore recommended to focus on continuous improvement on customer experiences to satisfy customers. Thus, ABSA should ensure that its services are unique, unforgettable and memorable such that customers are satisfied and share the positive word of mouth about the benefits offered by the bank. ABSA should also consider customer experience and continuous improvement of digital banking platforms as tools that can be used to increase customer satisfaction and loyalty. It is recommended that future studies be carried out across other banks in Botswana and the African context as well.

show abstract

The Impact of Service Quality to Customer Satisfaction at PT Bank Sumut Medan

Cited by 2 publications

References 0 publications

Factors That Can Influence Smartphone Customer Loyalty

Factors That Can Influence Smartphone Customer Loyalty

Analysis of the effectiveness of e-customer service platforms on customer satisfaction at ABSA, Botswana

Contact Info

Product

Resources

About