The Relationship of Service Quality on Consumer Satisfaction in Shipyard Industry

Suharto, Suharto; Sulistiyono, Sulistiyono

doi:10.5539/mas.v9n11p247

Cited by 5 publications

(5 citation statements)

References 49 publications

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“…Mann and Kehoe (1994) and Santos (2007) provide a model of a more comprehensive performance measurement includes operational performance and strategic performance. Dimensional measurement is divided into market performance, the performance of the process, the performance of human resources and customer relationship performance Suharto and Sulistiyono, 2015;Sulaiman et al, 2017).…”

Section: Business Successmentioning

confidence: 99%

Optimizing SMEs’ Business Performance Through Human Capital Management

Suroso¹,

Anggraeni²,

Andriyansah³

2017

ERSJ

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Small medium enterprises (SMEs) provide the basic foundation for Indonesian economic and social development. SMEs employ a large number of the human capital and foster entrepreneurial side of individuals. Based on opportunity approach, SMEs can create high level of human capital and entrepreneurial competencies. This study aimed at explained the relationship between human capital and entrepreneurial competencies on the SME business performance. Study was conducted on SME's in Central Java, Indonesia. Based on quantitative approach, this research used survey instrument by delivering questionnaire. The Statistical Package for Social Science (SPSS) was used to analyze the data. The result showed the significant relationship between human capital, entrepreneurial competencies and SMEs performance. This suggests that SME entrepreneurs should give attention to learning activities. This study's findings contribute to SMEs literature and human capital theory.

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Section: Business Successmentioning

confidence: 99%

Optimizing SMEs’ Business Performance Through Human Capital Management

Suroso¹,

Anggraeni²,

Andriyansah³

2017

ERSJ

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“…Satisfaction, an important research area in business, is the consumer's overall feeling after using a product or accepting a service that leads to repurchase and referral intentions (Ledden, Kalafatis, & Mathioudakis, 2011;Suharto & Sulistiyono, 2015;Yu et al, 2014). The ways to measure a consumer's satisfaction are diverse.…”

Section: Literature Reviewmentioning

confidence: 99%

“…The ways to measure a consumer's satisfaction are diverse. Some researchers have used a single-item model to understand a customer's overall satisfaction with a product or service (Bigne, Sanchez, & Sanchez, 2001;Suharto & Sulistiyono, 2015), and others have suggested multi-dimensional measurements to evaluate satisfaction (Ko et al, 2010;Millan & Esteban, 2004;Yu et al, 2014). Similarly, measures of sport participants' satisfaction with sporting events have also utilized either a single-item method Lin, Chang, & Su, 2007;Murray & Howat, 2002;Tsuji, Bennett, & Zhang, 2007) or a multi-factor method (Yang et al, 2014;Yoshida & James, 2010).…”

Section: Literature Reviewmentioning

confidence: 99%

Relationships among Service Quality, Value, and Student Athlete Satisfaction at Taiwan’s National Tug of War Competition

Lee

Hsieh

Cheng

2016

CMR

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Service quality has been extensively used to improve corporate performance in business; however, few studies have applied this concept to the sports field. In Taiwan, students' sporting events play an important role in national sports development as they are the main channels in which to incubate elite athletes and a way to develop professional experiences related to holding mega-sports events. Therefore, the main purpose of this study is the application of the service quality concept to sports events. Specifically, a model was proposed to examine the relationships among service quality, perceived value, and satisfaction. Self-administered questionnaire surveys were completed by 356 student athletes recruited from the 2013 National Tug of War Competition in Taiwan. The data were analyzed using structural equation modeling with LISREL 8.52. Results of this study indicated that the research model fit the data well. Participants' overall satisfaction was directly influenced primarily by perception of event value, followed by staff service quality and interaction service quality; finally, the perceived event value served as a mediator, and significant indirect effects on participants' satisfaction were found in administrative service quality and facility service quality. The study established a model including service quality, value, and * The Corresponding Author Contemporary Management Research 276 satisfaction for tug of war competitions. Suggestions for sports organizers and implications for future studies are provided.

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“…Pengaruh tangibility dan reliability berpengaruh signifikan terhadap kepuasan konsumen sesuai dengan penelitian (Khuong dan Dai, 2016;Man et al 2019;Mudenda dan Guga, 2017;Rida Khurshid et al 2012). Variabel responsiveness terhadap industri jasa membuktikan bahwa respon kepada pelanggan yang tinggi memiliki efek positif pada kepuasan, sesuai dengan penelitian (Rahhal, 2015;Uyoga, 2018).…”

Section: Metode Penelitianunclassified

“…= 0,000 artinya syarat agar dapat memaknai nilai koefisien determinasi (R Square) sudah terpenuhi. (Khuong dan Dai, 2016;Man et al 2019;Mudenda dan Guga, 2017;Rida Khurshid et al 2012) mengenai tangibility dan reliability dan juga penelitian (Rahhal, 2015;Uyoga, 2018) mengenai responsiveness.…”

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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The Relationship of Service Quality on Consumer Satisfaction in Shipyard Industry

Cited by 5 publications

References 49 publications

Optimizing SMEs’ Business Performance Through Human Capital Management

Optimizing SMEs’ Business Performance Through Human Capital Management

Relationships among Service Quality, Value, and Student Athlete Satisfaction at Taiwan’s National Tug of War Competition

Faktor Yang Memengaruhi Kepuasan Pelanggan Dalam Layanan Ride Hailing Di Indonesia

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