The relationship between service quality and customer satisfaction: the example of CJCU library

Wang, I‐Ming; Shieh, Chich-Jen

doi:10.1080/02522667.2006.10699686

Cited by 113 publications

(97 citation statements)

References 12 publications

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“…An overall satisfaction question is often asked as part of the typical citizen survey and has been used as a key dependent variable of interest in research of service delivery (Ryzin, 2006). Previous studies proved that service quality had a positive relation with customer satisfaction (Wang & Shieh, 2006;Ismail, Ridzuan, Ranlan, Bin, Rahman, & Francis, 2013;Vu & Huan, 2016). Furthermore, service quality significantly influenced customer satisfaction.…”

Section: Customer Satisfactionmentioning

confidence: 99%

The Reinforcement of Foreigner Satisfaction Concept in Immigra- tion Service in Indonesia

Lanin¹,

Hermanto

2017

JGP

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This research discuss about the Reinforcement of Foreigner Satisfaction Concept in immigration service in Indonesia. Policy implementation and law enforcement will be much easier if the government can gain trust from its citizen (Zhao and Hu, 2015), even in a more extreme case, the low trust in government can push reformation (Salim et al., 2017). Immigration service is not only provided for Indonesian but also for foreigners that enter Indonesia territory. Few immigration services provided for foreigners are visa and stay permit extension, stay permit shifting, multiple exit re-entry permit, and dual citizenship for children under 18 years old. This research aims to prove the influence of equity and disconfirmation satisfaction on CSI as intervening variables in order to re-formulate the more representative CSI concept. This was a quantitative research that was conducted in Padang Immigration Office. It aims to uncover the influence of service quality on CSI directly and the influence of it when it was interfered by equity and disconfirmation and to re-formulate the CSI by strengthening the foreigner satisfaction concept. The sample was taken by using stratified proportional random sampling technique. The sample was counted by using Slovin formula. Based on all findings and discussion above, we concluded that the reinforcement of foreigner satisfaction concept can be done by adding equity satisfaction and disconfirmation satisfaction into existing CSI model because both of them can increase the influence of service quality on SCI. It meant that in assessing the foreigner satisfaction by using CSI, there are other variables that have to be considered in order to assess it comprehensively and meet with foreigner's expectation. Furthermore, the proposed hypothetic model was proved and it can be accounted for academically. The model can be used as the conceptual cornerstone by other researchers to do other studies related to service quality and CSI. Keyword: Reinforcement, Foreigner, Satisfaction Concept, Immigration, Indonesia. ABSTRAKPenelitian ini membahas tentang penguatan konsep kepuasan orang asing dalam 202pelayanan keimigrasian di Indonesia. Implementasi kebijakan dan penegakan hukum akan jauh lebih mudah jika pemerintah dapat memperoleh kepercayaan dari warganya (Zhao dan Hu, 2015), bahkan dalam kasus yang lebih ekstrem, kepercayaan pemerintah yang rendah dapat mendorong reformasi (Salim et al., 2017). Layanan imirasi tidak hanya disediakan untuk orang Indonesia tetapi juga bagi orang asing yang memasuki wilayah Indonesia. Beberapa layanan imigrasi untuk orang Indonesia tetapi juga bagi orang asing yang memasuki wilayah Indonesia. Beberapa layanan imigrasi yang diberikan kepada orang asing adalah perpanjangan visa dan izin tinggal, perizinan izin tinggal, izin masuk kembali, dan kewarganegaraan ganda untuk anak dibawah 18 tahun. Penelitian ini bertujuan untuk membutktikan adanya pengaruh kepuasan ekuitas dan kepuasan disconfirmation pada CSI sebagai variable intervening dalam rangka merumuskan kem...

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Section: Customer Satisfactionmentioning

confidence: 99%

The Reinforcement of Foreigner Satisfaction Concept in Immigra- tion Service in Indonesia

Lanin¹,

Hermanto

2017

JGP

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“…For instance, Oliver [1993] and Auh and Johnson [2005], have viewed service quality and customer satisfaction as complementary or divergent constructs. Other researchers further established the causal reciprocity of service quality and customer satisfaction, which creates further confusion [Salazar, Paulo, 2004;Wang, Chich-Jen, 2006]. Similarly, the claim that customer satisfaction leads to loyalty appears even less convincing [Egan, 2004;Pritchard, Silvestro, 2005].…”

Section: Statement Of the Problemmentioning

confidence: 99%

Perceived Service Quality and Customer Loyalty: The Mediating Effect of Passenger Satisfaction in the Nigerian Airline Industry

Rahim

2016

International Journal of Management and Economics

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The long-term survival and competiveness of the airline business is strongly connected to the quality of service offered by airline operators and their ability to satisfy and build long-term relationships with customers. This study investigates the relationship among service quality, customer satisfaction and loyalty in the Nigerian airline industry. The cross-sectional survey research design was chosen in order to collect the primary data, using a structured questionnaire. Convenience sampling was adopted to draw a sample of 800 respondents. The data collected were analysed using correlation and multiple regression analysis. The findings of this study largely support the hypothesized relationships proposed in the conceptual framework. The results specifically reveal that perceived service quality is positively related to both passengers' satisfaction and loyalty. The relationship between passenger satisfaction and loyalty towards the airlines was also found to be positive. The mediating effect of customer satisfaction between perceived service quality and customer loyalty is also found to be positive and partially supported. On the basis of the findings of this study, we conclude that perceived service quality does influence passenger satisfaction, and by extension, loyalty to the airlines. Thus, improvement of service quality is an adjuvant factor to sustainable differentiation and competitiveness in the airline industry. We therefore, recommend that airline operators develop and implement market-oriented service strategies to identify customers' needs and expectations in order to serve them better. Additionally, airline operators should measure service quality regularly to assure that

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“…(Dahiyat, Akroush, & Lail, 2011) claimed that the service quality is an important antecedent of customer satisfaction. (Wang & Shieh, 2006) found that except responsiveness, all the five dimensions of SERVQUAL explored have a significant positive effect on overall user satisfaction. Other research studies confirming the relationships between customer satisfaction and service quality dimensions depict mixed results.…”

Section: Service Quality and Customer Satisfactionmentioning

confidence: 90%

Factors That Affect Users' Satisfaction or Transjakarta Bus Corridor 10 Consumers in Jakarta

Sidjabat¹

2018

Proceedings of the Conference on Global Research on Sustainable Transport (GROST 2017)

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TransJakarta is a transportation service in Jakarta that has been operating since January 15 th 2004 with the hope of giving faster, comfortable, but also affordable service for the citizens of Jakarta. Researchers used SEM (Structural Equation Modeling) with the SmartPLS software, hence the affection of Service Quality and Customer Loyalty to Customer Satsifaction and on the other hand, the affection of Customer Loyalty to Service Quality can answer the three hypotheses.

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The relationship between service quality and customer satisfaction: the example of CJCU library

Cited by 113 publications

References 12 publications

The Reinforcement of Foreigner Satisfaction Concept in Immigra- tion Service in Indonesia

The Reinforcement of Foreigner Satisfaction Concept in Immigra- tion Service in Indonesia

Perceived Service Quality and Customer Loyalty: The Mediating Effect of Passenger Satisfaction in the Nigerian Airline Industry

Factors That Affect Users' Satisfaction or Transjakarta Bus Corridor 10 Consumers in Jakarta

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