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1
Raheem, A. Abdul. "Assessment of Quality Service in Public Sector Banks: an Empirical Analysis (an Application of Linear Model)". Ushus Journal of Business Management 5, n. 1 (10 gennaio 2006): 9–20. http://dx.doi.org/10.12725/ujbm.7.2.
Testo completoAbstract (sommario):
Customer service in banks is being talked about everywhere. In various forums, in the press and in conversations, customer service is in the news. Customer's service in banks is a systematic concept. A successful bank of the future will be the one that excels in customer service and provides them a range of service and product and does continues exercise in improving its potential to serve well. The very nature of service marketing requires that service organization should devote more attention on offering efficient service to the Customers. As the service invisible they can gain confidence and good will through efficient and prompt Customer service only. Among the services Public sector Banks play an important role in marketing various types of needs of customers. The public sector banks work on the good will of the customers. The best way of servicing and prospering in the competitive environment is through providing prompt, relevant and efficient customer service at reasonable cost
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Sukmawan, Rio, e Zulganef Zulganef. "The Influence Of Insurance Service Reputation, Customer Relationship Management, And Price Attractiveness On Insurance Service Customer Customer Experience: A Literature Review". International Journal of Business, Economics, and Social Development 4, n. 1 (2 febbraio 2023): 32–37. http://dx.doi.org/10.46336/ijbesd.v4i1.366.
Testo completoAbstract (sommario):
In the service industry, a positive company reputation will influence customers' decisions to choose that business for their insurance needs. This reputation is systematically built by upholding the importance of responsibility and engaging in open dialogue with clients to foster a sense of client loyalty to insurance services. Customer loyalty is significantly influenced by customer relationship management. The most crucial thing for management to do is to uphold trust and service standards so that clients are satisfied with the products and services the business offers. Price is not only significant to customer service but also a key indicator of service quality. Client experience can influence a customer's trust in a company. The purpose of this literature review is to provide an overview of previous research on the impact of insurance service reputation, customer relationship management, and price attractiveness on insurance service customers' experiences. The method used is a literature review, which is a study that collects, comprehends, analyzes, and then concludes national and international journals. The findings of this literature review show that there is a relationship between customer loyalty and customer experience and the reputation of insurance services. Additionally, there is a relationship between customer relationship management and price attractiveness on customer loyalty and customer experience.
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Hapsari, Indri, e Murini Murini. "Pengaruh Kualitas Pelayanan, Kepercayaan dan Kepuasan terhadap Loyalitas Nasabah PT Bank Syariah Mandiri Kendari". Jurnal Ilmu Manajemen Sosial Humaniora (JIMSH) 4, n. 2 (7 ottobre 2022): 88–95. http://dx.doi.org/10.51454/jimsh.v4i2.699.
Testo completoAbstract (sommario):
BSM Customers in Kendari Branch searched, select and use the entire services of a bank if the quality of the bank's services is able to meet the customer's needs. However, this is not enough for customers if the value of the benefits of banking products offered is not in accordance with the perception of the applicable customer value. In this case the better the quality of service, trust and customer satisfaction, the higher the customer's loyalty at PT Bank Syariah Mandiri Kendari Branch. The purpose of this study is to analyze and determine the influence of service quality, trust and customer satisfaction with customer loyalty at PT Bank Syariah Mandiri Kendari Branch. The method used in this study is in the form of primary data and secondary data that are qualitative and quantitative using multiple linear regression analysis software with the help of SPSS 16. The results show that simultaneously (together) between service quality, trust and customer satisfaction there is an influence Against customer loyalty at PT Bank Syariah Mandiri Kendari Branch while partially that the quality of service, trust and customer satisfaction there is an influence on customer loyalty at PT Bank Syariah Mandiri Kendari Branch
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Xie, Lishan, Dongmei Li e Hean Tat Keh. "Customer participation and well-being: the roles of service experience, customer empowerment and social support". Journal of Service Theory and Practice 30, n. 6 (25 settembre 2020): 557–84. http://dx.doi.org/10.1108/jstp-11-2019-0228.
Testo completoAbstract (sommario):
PurposeThis research aims to contribute to the transformative service research (TSR) literature by examining how customer participation in the service process influences their service experience and eudaimonic well-being, as moderated by customer empowerment and social support.Design/methodology/approachIn the contexts of wedding (n = 623) and tourism services (n = 520), two surveys were conducted to test the hypotheses using mediation and moderation analyses.FindingsCustomer participation had a positive effect on their well-being, as mediated by service experience. These effects were moderated by customer empowerment and social support. Specifically, customer empowerment negatively moderated the relationship between customer participation and their service experience for both services. In addition, the moderating effect of social support on the relationship between customer participation and service experience was positive for the wedding service but negative for the tourism service.Practical implicationsThe findings imply that firms should encourage customer participation to enhance their service experience and well-being. In addition, the firm could judiciously empower customers by adapting to the level of customer participation. Furthermore, depending on the complexity of the service required to produce the expected service outcomes, the firm may encourage the customers to engage their social network for support.Originality/valueThis research uses the service ecosystem perspective to examine the roles of the customer, the firm and the customer's social network in shaping their service experience and well-being for two common and important mental stimulus services, enriching the authors’ understanding on the role mental stimulus services play in enhancing consumers' eudaimonic well-being.
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Dwita, Febrisi, e Leony Agustine. "Creating Customer Satisfaction to Customer Loyalty: The Role of Service Quality in Every 'Moment of Truth'". Business and Entrepreneurial Review 23, n. 1 (15 giugno 2023): 51–68. http://dx.doi.org/10.25105/ber.v23i1.15481.
Testo completoAbstract (sommario):
This study aims to examine a model that evaluates the relationship between the moment of truth, service quality, and customer satisfaction on loyalty. This research was conducted at courier logistics in Bekasi City, West Java Province, Indonesia. This research was conducted from June 2022 to February 2023. The population in this study are customers who have used courier logistic services for an unknown number. This study used a simple random sampling technique and for the sample, 138 respondents participated, but only 98 completed questionnaires were deemed useable. The data analysis uses the SEM-PLS technique. The results of this study are that there is a positive relationship between the moment of truth and customer satisfaction, where when the customer is using the delivery service for the first time and has a good impression of the company's services, it can affect perceptions about the ability and use of these services from time to time. The experience of using the service can change the priorities that underlie each customer's main reason. There is a positive influence between Service Quality on customer satisfaction, where when the delivery service company provides maximum service quality, customers will feel and will reuse their services which can even make these customers more loyal to the company. There is a positive influence between customer satisfaction on loyalty, the moment of truth has a positive influence on customer loyalty, and service quality has a positive influence on customer loyalty.
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Achmad Rasyid Jauhari, Hanif, e Mujahid Shiroth Rasyid Jauhari. "CUSTOMER SERVICE STRATEGY IN INCREASING THE NUMBER OF CUSTOMERS AT BANK BJB SYARIAH BRAGA BRANCH OFFICE". Journal of Public Administration 1, n. 1 (14 maggio 2022): 1–8. http://dx.doi.org/10.61317/jc.v1i1.7.
Testo completoAbstract (sommario):
Very tight competition in the world of banking services business has forced banking service companies to compete for the hearts of customers. Every company wants to maintain its presence in customers in order to survive and expand market share. To be able to entering the market, the company is required to meet customer needs by improving services. Bank bjb Syariah Braga Branch Office preparing staff employees who are able to handle their customers, which is usually called customer service. Customer service has the main task of providing services and fostering good relations with customers, therefore Bank bjb Syariah Braga Branch Office makes a special strategy so that customers feel comfortable so that it affects the number of customers who come to the office because of the services provided by customer service. The problem in this research is how the strategy of customer service in providing services to customers and the efforts that affect customer service at Bank bjb Syariah Braga Branch Office. The purpose of this research is to determine the strategy of customer service in providing services to customers and the efforts that affect customer service at Bank bjb Syariah Braga Branch Office. In this study the authors used qualitative research by using this research to produce descriptive data. Overall, it can be concluded from this research that it shows that the customer service strategy in providing services to customers, namely, competence (competence), trusted & trust (trust and be trusted), honesty (honesty), service excellent (excellent service), and innovation (change). As well as the efforts made by customer service in increasing the number of customers, the first is seven new accounts in one day, the second is cross selling, the third is roll play and the last is shopper. Thus, based on the results of this study, it is expected that the customer service of Bank bjb Syariah Braga Branch Office can improve good service to customers.
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Mamun, Sukron, e Tri Hadmiatin Ningsih. "Implementasi Strategi Layanan Teknologi Digital Banking dan Service Quality dalam Perspektif Nasabah pada Perbankan Syariah (Study kasus pada Bank Syariah Mandiri KCP Tomang)". Jurnal Ekonomi Syariah Pelita Bangsa 6, n. 02 (31 ottobre 2021): 223–33. http://dx.doi.org/10.37366/jespb.v6i02.249.
Testo completoAbstract (sommario):
In banking, service delivery is related to development real technology including Internet Banking, Phone banking, SMS Banking, Mobile Banking, ATM, and Service Quality, namely services provided by human resources in this case CS (Customer Service) such as interactions directly by providing services directly with good like service in good, polite and friendly language, it can improving banking quality in improving service quality towards customers. The research method that will be used in this research is descriptive method with a case study approach. The research that researchers made using a qualitative approach. Data collection techniques through: study literature, interviews, documentation, and observations. Based on the results interviews conducted, it can be concluded that implementation technology service strategy Digital Banking at Bank Syariah Mandiri KCP Tomang has implemented four main dimensions of Digital Banking (E-Serqual), meanwhile from the observation of the implementation of the Quality Service (Quality of service) given Customer Service Bank Syariah Mandiri KCP Tomang to customers, Customer Service has implemented 10 dimensions in its service to customers, apart from that based on the conclusion of the interview that Customer Service has also been guided by the five dimensions of service, this is based from the customer's perspective on the implementation of Quality Service (Quality services) provided by Customer Service at Bank Syariah Mandiri KCP Tomang and confirmed by the observations of researchers that all indicators are considered highly good and very satisfying.
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Terziev, Venelin, Vanya Banabakova e Marin Georgiev. "Customer's profitability analyses and customer service policies". Journal of Innovations and Sustainability 3, n. 3 (1 settembre 2017): 39–48. http://dx.doi.org/10.51599/is.2017.03.03.39.
Testo completoAbstract (sommario):
Most organizations do not pay attention to the customer's profitability. It is also appropriate to improve this activity by first applying a model of customer profitability analysis. One of the basic principles of customer return analysis, which the provider must implement, is to disclose and describe all the expenses, specific to each individual customer. A useful way to uncover these costs is to determine which expenses will be dropped if the customer is discontinued. Appropriate use of ABC is a differentiation analysis to identify which goods and services, which customers are more and which are less profitable for the organization, and depending on how to define the policy for serving different categories of customers and the sale of goods and services with different participation in sales and profits. The present study explores the opportunities of measuring customer profitability, analyzes the connection- service’ expenses, a cost-effective client and presents the application of the ABC method - analysis to distinguish the customer service policy.
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Wahyuni, Alida, Mungky Hendriyani e Intan Nurhasanah. "PERANAN CUSTOMER SERVICE DALAM MENINGKATKAN JUMLAH NASABAH PADA PT. BANK PEMBANGUNAN DAERAH JAWA BARAT DAN BANTEN, TBK. CAPEM PAMULANG TANGERANG SELATAN". REMITTANCE: JURNAL AKUNTANSI KEUANGAN DAN PERBANKAN 3, n. 1 (30 giugno 2022): 22–28. http://dx.doi.org/10.56486/remittance.vol3no1.186.
Testo completoAbstract (sommario):
This research aims to analyze the role of customer service in increasing the number of customers PT. Bank BJB, Tbk. Kantor Cabang Pembantu Pamulang. A customer is a person directly dealing with or in direct contact with the customer, customer service has a responsible role in the service and smoothness of the bank, and understands the work to be carried out, especially related to service to customers. Serving the customer is a very necessary attitude of customer service that can increase customer interest and ability to communicate well with customers. The results prove the role of customer service in providing information to customers very well. Because the media used customer service in providing the information is very good and customers feel very satisfied with the services provided by customer service
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Nelly, Nelly. "KOMPONEN MANAJEMEN JASA TERPADU TERHADAP KEPUASAN NASABAH TABUNGAN PADA PT. BANK DANAMON INDONESIA, TB CABANG MESJID LAMA PALEMBANG". Jurnal Ilmiah Ekonomi Global Masa Kini 7, n. 1 (14 luglio 2016): 13–17. http://dx.doi.org/10.36982/jiegmk.v7i1.99.
Testo completoAbstract (sommario):
The study aimed to determine the components of integrated management services simultaneously and partially on customer satisfaction savings in PT Bank Danamon Indonesia, Tbk Palembang branch of the Mesjid Lama and to know the components of an integrated service management is a dominant influence on customer satisfaction savings. The study was conducted on customers of Bank Danamon branches of the Mesjid Lama special BDI Palembang active customers savings of up Desember 2015 as many as 93 customers using purposive sampling method. Data analysis techniques used were Linear Multiple Regression analysis. Test result show that components of integrated management services at the same cost savings affect customer satisfaction. Components of intergrated management service consisting of processes, productivity and quaility, promotion and education, physical evidence as well as pricing and other service costs a significant partial effect on customer satisfaction while saving variable products, places and other times, people do not have a significant partial savings in customer satisfaction. Components of physical evidence is the dominant factor affecting customer satisfaction savingsKeyword : Integrated Service Management Component, Customer Satisfaction
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Islami, Mega Cattleya PA, Rizqi Novita Sari, Sinta Dewi, Isna Nugraha, Yekti Condro Winursito e Hafid Syaifullah. "Assessment of Motor Vehicle Repair Shop Service Quality Perception Using the SERVPERF Model and Lean Service". Tibuana 6, n. 1 (31 gennaio 2023): 7–11. http://dx.doi.org/10.36456/tibuana.6.1.6455.7-11.
Testo completoAbstract (sommario):
The benchmark for the success of a business or product is to measure the satisfaction of customers who have used or felt the goods or services. The customer's expectations of the function and emotional happiness factors that arise from the use of goods or services are entirely the responsibility of the producer. So that manufacturers need to focus on what attributes must be presented in a product or service to increase customer satisfaction. The decrease in customer interest in providing vehicle service at an automotive company in Sidoarjo is the problem studied in this study, to analyze the level of customer satisfaction and attributes that are priority improvements as recommendations for the company.
Data generated from customers is processed and analyzed using the Service Performance (SERVPERF) and Lean Service methods. Based on the results of data processing, it can be concluded that the level of customer satisfaction with service quality is 82.3%, and three service attributes are classified as a top priority and two types of critical waste.
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Sugiarto, Sigit, e Vivi Octaviana. "Service Quality (SERVQUAL) Dimensions on Customer Satisfaction: Empirical Evidence from Bank Study". Golden Ratio of Marketing and Applied Psychology of Business 1, n. 2 (28 giugno 2021): 93–106. http://dx.doi.org/10.52970/grmapb.v1i2.103.
Testo completoAbstract (sommario):
This study aims to determine how much influence service quality dimensions have on customers' satisfaction who use BRI services. The model used in this study is observation, interviews, questionnaires, and literature study using a Likert scale. The method of determining the sample used is 96 respondents. The analytical method used is the multi-linear regression method. The results of this study indicate that all variables are simultaneously serviced quality dimensions consisting of Tangible (X1), Reliability (X2), Responsiveness (X3), Assurance (X4), and Empathy (X5) together have a positive influence. Partially found services consisting of Tangible, Reliability, and Empathy have a positive and significant influence on customer satisfaction. At the same time, the quality of service which consists of Responsiveness and Assurance is not supported. Service quality is a critical aspect to satisfying the customers and retaining their loyalty, so they continue to buy from you in the future. Service quality is a comparison of customer expectation and the actual delivery of service. Service quality generally refers to a customer's comparison of service expectations related to a company's performance. A business with a high level of service quality is likely capable of meeting customer needs while also remaining economically competitive in their respective industry.
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Koesharijadi, Koesharijadi. "Factors Affecting Loyalty Customer Services Banking Industry in East Java". International Journal of Business and Management 11, n. 6 (25 maggio 2016): 168. http://dx.doi.org/10.5539/ijbm.v11n6p168.
Testo completoAbstract (sommario):
<pre>The purpose of this study was to determine the factors contained in the quality of services and how these factors influence the underlying between the formation of customer loyalty in the banking services industry.</pre><pre>This study is designed for internal and external customers banking is also seen as internal and external customer banking. Respondents of this research there are two types of internal respondents with a sample of 152 people and external respondents with a sample of 198 people, the number of total samples of 350 people in the banking industry in East Java. Data was collected through a questionnaire with statements that refer to Likert scale. Data analysis was performed using AMOS program.</pre>The results showed that the image of the organization significantly influence customer expectations and customer value, organizational image does not affect the customer's satisfaction. Internal service quality significantly influence employee satisfaction and employee satisfaction significantly influence the quality of external services. External service quality effect on customer value. Customer expectations significantly influence the external service quality and value for the customer but the customer expectations significant negative effect on customer satisfaction. Value customers significant effect on customer satisfaction and customer loyalty. Customer satisfaction significantly influence customer loyalty.
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Rahayu, Sri, e Lela Nurlaela Wati. "PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA TERHADAP LOYALITAS PELANGGAN". Jurnal Ekobis : Ekonomi Bisnis & Manajemen 8, n. 2 (5 marzo 2020): 117–22. http://dx.doi.org/10.37932/j.e.v8i2.41.
Testo completoAbstract (sommario):
This study aims to analyze empirical evidence of the effect of service quality on customer satisfaction and its impact on customer loyalty at PT Indovisual Service Solution Jakarta. Samples in this study were 124 customers, probability sampling techniques, namely sampling techniques that provide equal opportunities for each element (member) of the population to be selected as sample members. Analysis of the data used is Structural Equation Modeling (SEM). empirical research results Service quality has a positive and significant effect on customer satisfaction. These results indicate that by improving the quality of service, customers will feel satisfied with the services provided. Service Quality has a positive and significant effect on customer loyalty. These results indicate that by improving the quality of service, customers will feel loyal and will continue to use the services of PT Indovisual Service Solution. Customer satisfaction does not have a significant positive effect on customer loyalty. This means that the lower the customer satisfaction, customer loyalty will also decrease the quality of service has a positive and significant effect on customer loyalty. These results indicate that by improving the quality of service, customers will feel loyal and will continue to use the services of PT Indovisual Service Solution
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Meshal Saeed S, Alshahrani, Alshahrani Bander Sayaf Z e Alshahrani Ahmed Saeed A. "Does customer service matter? A customer perception of bank services in Islamic countries". International Journal Of Innovation And Economic Development 1, n. 2 (2015): 29–38. http://dx.doi.org/10.18775/ijied.1849-7551-7020.2015.12.2004.
Testo completoAbstract (sommario):
This paper aims to explore the possible usefulness of a combined multi-attribute and SERVQUAL service quality model in analyzing how bank customers perceive service quality. Using a survey, the authors measured how customers in one region in a major Saudi Arabia bank perceived service quality. Responses were analyzed with reference to both multi-attribute service quality and SERVQUAL models. The combined model seems to provide some guidance regarding how bank customers perceive service quality. The finding of several items reveals that customers are difficult to please. However, substantial heterogeneity exists in customer perceptions of the service quality items investigated. This exploratory study examines only one bank in specific region in Saudi Arabia, implying a need for additional research applying this combined model and other methods to investigate banking segment. The noticeable spread in conceptions of service quality items suggests that bank managers and personal bankers may benefit from co-creating services with customers. Banks are considered as intermediates on financial markets. Therefore, improved and customized service quality could make customers inclined to invest their resources in ways that promote economic growth. In addition to traditional measurement models, the SERVQUAL may contribute to service quality assessment in private banking.
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Lindberg-Repo, Kirsti, e Apramey Dube. "Customer Value Dimensions in E-Healthcare Services". International Journal of E-Services and Mobile Applications 7, n. 4 (ottobre 2015): 17–29. http://dx.doi.org/10.4018/ijesma.2015100102.
Testo completoAbstract (sommario):
Healthcare services have been extensively researched for customer value creation activities. There has been, however, limited attention on the dimensions of customer value, as reported by customers themselves, in e-healthcare services. The purpose of this paper is to investigate customer value dimensions in which customers experience e-healthcare services. Narrative techniques were used to investigate customer experiences of e-healthcare services offered by eight private Finnish providers. The findings show that customers evaluate e-healthcare services in four value dimensions: 1) The outcome of e-healthcare service (‘What'), 2) The process of e-healthcare service (‘How'), 3) The responsiveness and temporal aspect of e-healthcare service (‘When'), and, 4) The location of e-healthcare service provision (‘Where'). The value dimensions reflect customer expectations that service providers can fulfill for improved customer value creation. To the best of the authors' knowledge, this study is one of the first researches to investigate customer value dimensions in e-healthcare services in Finland.
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Im, byung-Ho, e Hyun-Jin Jo. "A study on the effect of service fairness perceived by hotel customers on customer long-term orientation: Mediating effect of customer citizenship behavior". Foodservice Management Society of Korea 25, n. 4 (31 agosto 2022): 239–59. http://dx.doi.org/10.47584/jfm.2022.25.4.239.
Testo completoAbstract (sommario):
In this study, considering the characteristics of the hotel industry, the relationship between service fairness, customer civic behavior, and customer long-term orientation perceived by hotel customers was investigated. First, it was confirmed that it had a great influence on the service fairness and customer civic behavior of hotel customers. In other words, it was analyzed that customer service fairness had a statistically significant positive (+) effect on forming positive customer civic behavior. Second, it was found to increase customer long-term orientation through customer service fairness. This means that if you provide a service that can satisfy the needs of customers using the hotel, it plays an important role in increasing the customer's continuous use satisfaction. Finally, as a result of examining the mediating effect of customer civic behavior between the service fairness perceived by hotel customers and customer long-term orientation, which is the core of this thesis, it was found to have a partial mediating effect.
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Curth, Susanne, Sebastian Uhrich e Martin Benkenstein. "How commitment to fellow customers affects the customer-firm relationship and customer citizenship behavior". Journal of Services Marketing 28, n. 2 (6 maggio 2014): 147–58. http://dx.doi.org/10.1108/jsm-08-2012-0145.
Testo completoAbstract (sommario):
Purpose – The purpose of this paper is to analyze how affective commitment to fellow customers influences a customer's affective commitment to the service provider and customer citizenship behavior (CCB). In addition, the paper seeks to examine the moderating role of a customer's calculative commitment to the service organization. Design/methodology/approach – The study used a large-scale survey among customers of a health club and a scenario-based experiment to test the hypotheses. Findings – Both empirical studies provide evidence that affective commitment to fellow customers has positive consequences for the customer-firm-relationship. The findings suggest that commitment to fellow customers and commitment to the service organization influence very specific facets of customer citizenship behavior. In addition, the study found preliminary support for the moderating role of calculative commitment. Affective commitment to fellow customers showed the strongest effect on affective commitment to the provider in customer-firm relationships characterized by high (versus low) calculative commitment. Practical implications – The results of this research have a number of managerial implications. This study suggests measures to strengthen customer-firm-relationships, e.g. generating intensive exchange among customers or attraction of consumer pairs. Providing customers with platforms of valuable relationships to multiplex ties can be a competitive advantage for service providers. Originality/value – This article is the first that highlights the role of other customers as a target of customer commitment and how this commitment affects both the customer's relationship to the service provider and his or her customer citizenship behavior. The present study therefore broadens our knowledge of how bonding among customers influences consumer behavior in service settings.
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Chen, Qiang, e Xin Ming Xiang. "Research and Analysis of IT Customer Service System Structure". Applied Mechanics and Materials 513-517 (febbraio 2014): 2086–89. http://dx.doi.org/10.4028/www.scientific.net/amm.513-517.2086.
Testo completoAbstract (sommario):
The core ideal of IT customer service management is that all business activities of the enterprise shall base on fulfilling with customers needs, and treat providing products or services tailored to customers needs as the enterprises obligation, and treat customers satisfaction as the enterprises objective. By referencing to international standard theory in ISO20000 and combining with the real work situation of IT customer service, this article analyses and gives the overall structure and main contents of IT customer service system, and aimed at planning service catalogues, service specifications, service procedures etc., so to ensure to provide safe, stable and high quality IT customer services to customers to meet mutual agreements, and to increase the cost efficiency of IT resource investment, and to improve service efficiency and customer satisfaction.
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Calvo-Porral, Cristina, e Jean-Pierre Lévy-Mangin. "An emotion-based segmentation of bank service customers". International Journal of Bank Marketing 38, n. 7 (4 settembre 2020): 1441–63. http://dx.doi.org/10.1108/ijbm-05-2020-0285.
Testo completoAbstract (sommario):
PurposeEmotional and affective responses are experienced during service use that determine customer behavior; and for this reason, bank services require an better understanding of the emotions customers feel in service experiences. This research aims to examine whether different customer segments exist in the bank services industry, based on the emotions they experience when using the service.Design/methodology/approachThe factors were examined through confirmatory factor analysis (CFA). Then, two-step clustering analysis was developed for customer segmentation on data from 451 bank service customers. Finally, an Anova test was conducted to confirm the differences among the obtained customer segments.FindingsOur findings show that the emotion-based segmentation is meaningful in terms of behavioral outcomes in bank services. Further, research findings indicate that bank service customers cannot be perceived as a homogenous group, since four customer clusters emerge from our research namely “angry complainers”, “pragmatic uninvolved”, “emotionally attached customers” and “happy satisfied customers”.Research limitations/implicationsOur findings show that the emotion-based segmentation is meaningful in terms of behavioral outcomes in bank services. Further, research findings indicate that bank service customers cannot be perceived as a homogenous group, since four customer clusters emerge from our research namely “angry complainers”, “pragmatic uninvolved”, “emotionally attached customers” and “happy satisfied customers”, being the “angry complainers” the most challenging customer group.Originality/valueThe study is the first one to specifically segment bank customers based on the emotions they experience when using the service.
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Pawennari, Andi, Irma Nur Afiah, Verawati Verawati, Muhammad Nusran e Muhammad Fakhri Arham. "ANALISIS KUALITAS LAYANAN BANK SYARIAH DENGAN MENGGUNAKAN METODE SERVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) DI MAKASSAR". International Journal Mathla’ul Anwar of Halal Issues 1, n. 2 (10 settembre 2021): 11–17. http://dx.doi.org/10.30653/ijma.202112.17.
Testo completoAbstract (sommario):
The development of Islamic banking in the face of a highly competitive business environment in order to stay afloat is by developing customer service well, where the customer's perception of a quality becomes a benchmark for each agency or company. Bank Sulselbar branch of sharia located in Makassar is engaged in providing services to the community so that they are very concerned about comfort and service to the community. Through the Serquel method and Importance Performance Analysis we can find out the quality of service and handling complaints against customer loyalty through consumer satisfaction.Based on the results of the study with the Importance Performance Analysis method, most of the attributes are negative. Based on the analysis, there are 10 attributes that satisfy the user that the company must maintain so that it can maintain customer loyalty, that is; assist customers in conducting transactions, help customers who experience difficulties without being asked for help, provide fast service to customers when making transactions, be responsive in meeting customer needs in transactions, have good knowledge of types of banking services and products, always prioritizing hospitality in providing services to customers, always prioritizing politeness in providing services to customers, being a trusted place in saving money, always being kept clean and comfortable and always looking neat and polite. Conclusion of this research is that the performance of company must be maintained so that it can maintain customer loyalty.
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Amorim, Marlene, Maria João Rosa e Sandra Santos. "Managing Customer Participation and Customer Interactions in Service Delivery: the Case of Museums and Educational Services". Organizacija 47, n. 3 (22 agosto 2014): 166–75. http://dx.doi.org/10.2478/orga-2014-0015.
Testo completoAbstract (sommario):
AbstractBackground and Purpose – In this study we investigate determinants of customers’ quality perceptions in service processes which involve customer participation and customer to customer interaction (CCI). Building on existing multidimensional approaches to service quality we explore relevant quality aspects for related to the performance customer participation and CCI.Design/Methodology/Approach – The study builds on focus groups conduct with employees and customers of a leading provider of educational and science services, which offered a portfolio of service activities requiring very diverse levels of customer participation and CCI, to characterize service quality dimensions.Results – The study distinguishes three dimensions of service delivery quality: a dimension related to the providers’ direct performance; a second dimension relative to the performance of customers’ own participation in service activities, and a third dimension relative to the interaction with other customers. The work extends service quality literature by identifying new dimensions which affect service quality in service settings with active customer involvement.Conclusion – Service providers have been developing very diverse delivery processes, frequently inviting customers to have active roles in service production. Often, customers also interact with other costumers in service delivery. The paper provides a contribution to foster the debate about service quality frameworks, and aims to inform the design and the management of services where customer participation and CCI have a key role.
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Gonçalves, Luisa, Lia Patrício, Jorge Grenha Teixeira e Nancy V. Wünderlich. "Understanding the customer experience with smart services". Journal of Service Management 31, n. 4 (6 luglio 2020): 723–44. http://dx.doi.org/10.1108/josm-11-2019-0349.
Testo completoAbstract (sommario):
PurposeThis article provides an in-depth understanding of customer experience with smart services, examines customer perceptual responses to smart and connected service environments and enriches this understanding by outlining how contextual factors (in terms of goals, activities, actors and artifacts) influence the customer experience.Design/methodology/approachThis study adopts a qualitative approach in order to understand customer experience in the smart energy service setting. Semi-structured interviews and focus groups were conducted with 31 participants forming three groups of energy service customers: advanced smart energy (ASE) customers, electric mobility (EM) customers and high-consumption (HC) customers.FindingsThe findings show that customer experience with smart services involves a multidimensional set of perceptual responses, comprising specific smart service dimensions (e.g. controllability, visibility, autonomy); relationship dimensions (relationships with the service provider and with the community); and traditional technology-enabled service dimensions (e.g. ease of use, accessibility). The analysis of contextual factors such as goals, activities, actors and artifacts shows that smart services enable a more autonomous experience, wherein customers can integrate a myriad of actors and artifacts and expect the main service provider to support them in taking the lead.Originality/valueSmart technologies have profoundly changed the service environment, but research on customer experience with smart services is scarce. This study characterizes smart services, provides an in-depth understanding of customer experience in this new context, and discusses relevant implications for management and service research.
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Wijaya, Ida bagus Surya, e Kastawan Mandala. "PENGARUH KUALITAS PELAYANAN TERHADAP PERSEPSI NILAI NASABAH YANG DIMEDIASI OLEH PERSEPSI RISIKO STUDI PADA NASABAH LPD PERERENAN KABUPATEN BADUNG". E-Jurnal Manajemen Universitas Udayana 7, n. 5 (8 marzo 2018): 2652. http://dx.doi.org/10.24843/ejmunud.2018.v07.i05.p14.
Testo completoAbstract (sommario):
The risks faced by customers when using the services of LPD, with attention to and maintain the quality of the company provided to customers will be added value to the LPD. The purpose of this study to determine the effect of service quality on the perception of customer value mediated by risk perception. This research was conducted at LPD Pererenan Kabupaten Badung. The sample used is 100 customers. The technique of this research is purposive sampling and analysis technique used is path analysis technique. Quality of service has a positive and significant impact on the perception of value. Perceptions of risk have a negative and significant impact on the perception of value, which means that when perceived risk perceptions of customers when using LPD services are high, the perception of customer value on LPD is low. Service quality has a negative and significant impact on risk perception. Perceptions of risk mediate the effect of service quality on the perception of customer value positively and significantly, it proves when the quality of service and perception of customer value is high then customer risk perceptions aat using LPD services low. A good LPD business should be able to maintain the quality of service provided to its customers, in terms of service. LPDs should be able to prioritize the interests of LPD customers in financial services LPD, able to establish good service quality and perception of good customer value.
Keywords: service quality, customer perception, risk perception
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Medberg, Gustav, e Kristina Heinonen. "Invisible value formation: a netnography in retail banking". International Journal of Bank Marketing 32, n. 6 (26 agosto 2014): 590–607. http://dx.doi.org/10.1108/ijbm-03-2014-0041.
Testo completoAbstract (sommario):
Purpose – The purpose of this paper is to explore value formation in the customer-bank relationship outside the line of visibility of service encounters. The customer's own context has been overlooked by the bank marketing literature as it is traditionally focused on value created by the service process and outcome. Design/methodology/approach – Positioned within the customer dominant logic, a netnography was conducted to explore how bank relationships are realised in customers’ own contexts and experiences. A total of 579 postings from discussions of retail banking in 18 online communities were collected and analysed. Findings – The study uncovered four factors of invisible bank service value experienced by customers: shared moral value, responsibility value, relationship value, and heritage value. Research limitations/implications – The study conceptualises bank service value as realised in the customers’ own contexts and thus highlights previously hidden sources of value in banking. The findings can be used for further conceptualisations of the customer dominant value formation of bank services. Practical implications – The netnographic method illustrates how naturalistic data about customers’ retail bank experiences can be retrieved unobtrusively. The findings help bank management to understand what comprises customer value beyond the service encounter. Originality/value – The paper contributes to the research in service marketing and bank marketing in three ways: first, a methodological contribution is the introduction of a netnographic approach to bank service value research. Second, a theoretical contribution is the uncovering of invisible value formation in the customer-bank relationship. Third, the paper uses the customer dominant logic in a banking context, thus providing insights into how banks are involved in the customer's own life.
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Kimberley, Nell, e Charmine EJ Härtel. "Employee/customer interface in a service crisis: Impact of senior management attributes and practices on customer evaluation". Journal of Management & Organization 14, n. 2 (maggio 2008): 207–18. http://dx.doi.org/10.1017/s1833367200003400.
Testo completoAbstract (sommario):
AbstractCustomer power is an ever-increasing phenomenon, particularly in relation to service failure. Service failures not only elicit strong emotional reactions from disgruntled customers, but may ultimately lead to a severing of the service provider–customer relationship. A significant but overlooked area of research relates to the behavioural processes which shape customers' perceptions of service failure and recovery. As front-line staffare frequently the customer's only contact in the service encounter, they act as the key referent point in the literature with regard to service quality, speed and convenience. However, it is asserted that as employees of the organisation, senior management also plays an important role. This conceptual paper draws from research in the field of services marketing and organisational behaviour to provide evidence which suggests that customer responses to a service crisis are likely to be affected by perceptions of senior management behaviours and character attributes as generally just. We propose a cumulative effect of these justice perceptions on customer emotions and trust. In the wake of exceptional service failure, we argue, these factors play a vital role in shaping how customers may respond to such events.
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Kimberley, Nell, e Charmine EJ Härtel. "Employee/customer interface in a service crisis: Impact of senior management attributes and practices on customer evaluation". Journal of Management & Organization 14, n. 2 (maggio 2008): 207–18. http://dx.doi.org/10.5172/jmo.837.14.2.207.
Testo completoAbstract (sommario):
AbstractCustomer power is an ever-increasing phenomenon, particularly in relation to service failure. Service failures not only elicit strong emotional reactions from disgruntled customers, but may ultimately lead to a severing of the service provider–customer relationship. A significant but overlooked area of research relates to the behavioural processes which shape customers' perceptions of service failure and recovery. As front-line staffare frequently the customer's only contact in the service encounter, they act as the key referent point in the literature with regard to service quality, speed and convenience. However, it is asserted that as employees of the organisation, senior management also plays an important role. This conceptual paper draws from research in the field of services marketing and organisational behaviour to provide evidence which suggests that customer responses to a service crisis are likely to be affected by perceptions of senior management behaviours and character attributes as generally just. We propose a cumulative effect of these justice perceptions on customer emotions and trust. In the wake of exceptional service failure, we argue, these factors play a vital role in shaping how customers may respond to such events.
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., Wahyudi, e Endang Ruswanti. "The Effect of Service Quality, Trust and Satisfaction of Banks Customer Loyalty". International Journal of Research and Review 8, n. 4 (21 aprile 2021): 293–307. http://dx.doi.org/10.52403/ijrr.20210436.
Testo completoAbstract (sommario):
One of the necessities of life that is no less important in this era is the need for banking services. The number of competitors in the same type of banking makes competitors competing to get the attention of customers, which customers are now more intelligent to determine their choices. Therefore, banking service companies need to have the right strategy in order to prevent customers from moving to other competitors. Banking companies must be able to provide quality services so that it will have an impact on customer loyalty. For more details, the purpose of this study is to look at the effect of service quality, trust, and satisfaction on bank customer loyalty. The population in this study is 245 bank customers. This research is causality research using a quantitative approach. Data is collected by using a questionnaire. The analytical method used is the Structural Equation Model (SEM). The results showed that: First, good service quality will increase customer satisfaction. Second, good service quality will increase customer confidence. Third, good service quality will increase customer loyalty. Fourth, high customer satisfaction will increase customer loyalty. Five, high customer trust will increase customer loyalty. Sixth, customer satisfaction and trust is able to mediate the relationship between service quality and bank customer loyalty. Keywords: service quality, trust, satisfaction, loyalty, customers, banks.
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Salhieh, Sa’Ed M. "Modeling the rationality of customers’ switching mobile services behavior". International Journal of Engineering Business Management 11 (1 gennaio 2019): 184797901986541. http://dx.doi.org/10.1177/1847979019865411.
Testo completoAbstract (sommario):
This article analyzes the rationality of customer’s behavior when switching mobile services. Customer rationality is manifested by selecting the service provider capable of delivering the highest amount of benefits to the customer. A model based on multinomial logistics regression that makes use of the rational choice theory is developed to emulate customers’ service switching behavior and predicts the probability of switching mobile services. Customer rationality is assessed by comparing the choice predicted by the model with the true choice of customers and rationality is considered as achieved when a customer chooses a service provider that maximizes his/her benefit. The model was tested and validated by modeling the behavior of customers in the Jordanian telecommunication market and a rationality assessment was conducted. The results show that mobile service customers in Jordan are making rational decisions and would be willing to switch their current service provider if offered a better service. The study encourages service providers to challenge their assessment of customer loyalty and investigate new ways to enhance customer experience and guarantee customer loyalty.
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Chhabra, Gurpreet Kaur. "Satisfying Service Customer through a Strong Service Strategy". IRA-International Journal of Management & Social Sciences (ISSN 2455-2267) 12, n. 2 (20 luglio 2018): 25. http://dx.doi.org/10.21013/jmss.v12.n2.p2.
Testo completoAbstract (sommario):
Services require a lot of customer interaction and involvement. Research in the field of service marketing suggests that this particular sector mainly earns profit from customer retention. Therefore the need of the hour is to design a strong service strategy. It is easy to get a customer through strong advertising or publicity efforts but retaining customers and keeping them delighted is almost impossible for any firm. Therefore they have to continuously keep on innovating in order to understand and surpass the rising customer expectations. But still at times despite of the best efforts of company or service staff some customers due to some or the other reason become dissatisfied with the service firm and as a result stop patronizing and change their loyalty and move to other competitive firms. It is very essential to recover such defected customers. There are certain strategies which, if religiously adopted by the service firms can not only help them bring back the defected customers but also equip them in preventing customer defection at first place itself. In this article an attempt has been made to highlight the essential elements and steps involved in designing and delivering effective and efficient customer service strateg
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Terziev, Venelin, Vanya Banabakova e Marin Georgiev. "Standards and customer service: employees behavior towards customers". Journal of Innovations and Sustainability 3, n. 3 (1 settembre 2017): 27–37. http://dx.doi.org/10.51599/is.2017.03.03.27.
Testo completoAbstract (sommario):
Ensuring effective customer service requires targeted efforts in a number of areas, one of which is to develop service standards for each market segment. The development and implementation of standards requires the organization to accurately determine customer service types, the cost of providing alternative services, and measures for measuring and controlling the services provided. At the core of the developed and implemented standards is the development and establishment of the customer service policy, which should start with a consumer demand analysis. The definition of customer service level should allow for quantitative measurement because the vague and quantifiable policy does not provide opportunities for evaluation and control of the activities and expenses of customer service. When developing service standards, it is appropriate to apply an algorithm that focuses primarily on standards related to employee behavior towards customers. This paper explores the need and capability to develop customer service standards and provides an algorithm for developing standards for employee behavior toward customers.
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Sciarelli, Mauro, Abdelhakim A. Nagm, Mona I. Dakrory, Mario Tani e Mohamed A. Khashan. "Mediating Service Recovery Satisfaction in the Relationship between Internet Service Recovery and Customer Loyalty". International Journal of Business and Management 12, n. 10 (17 settembre 2017): 24. http://dx.doi.org/10.5539/ijbm.v12n10p24.
Testo completoAbstract (sommario):
This current study purposes to identify the relationships between service recovery strategies, service recovery satisfaction, and both dimensions of customer loyalty in regard to Internet providers using the partial least squares (PLS-SEM) approach on a sample of 430 internet customers in Egypt.This study contributes insights into how seven service recovery strategies affected customer loyalty with its both attitudinal and behavioral dimensions directly and indirectly via service recovery satisfaction. These insights are helpful for service managers faced with service failure and academicians interested in how service providers respond to service failures and customer dissatisfaction in the B2C context.The results of this study show that some SR strategies positively influence both service recovery satisfaction and customer loyalty toward internet providers. Furthermore, service recovery satisfaction positively influencing the customer loyalty. In addition, SRS plays a mediating role in the relationship between SR strategies and customer loyalty. The results highlight that internet service providers should implement SR strategies quickly and with an empathetic manner to satisfy customers and to encourage customer's loyalty. Finally, some implications and further research directions were presented.
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Alif, Alif Arfian Syah. "A IMPLEMENTASI SERVICE EXCELLENCE OLEH CUSTOMER SERVICE PADA BMT BISMILLAH SUKOREJO". BALANCA : Jurnal Ekonomi dan Bisnis Islam 2, n. 1 (8 giugno 2020): 15–23. http://dx.doi.org/10.35905/balanca.v2i1.1344.
Testo completoAbstract (sommario):
As a well-known microfinance institution in Sukorejo, BMT Bismillah wants to always maintain its existence, by always providing service excellence to its customers so that customers become satisfied and loyal. For service excellence to be carried out, surely there must be a subject or actor who can deliver excellent service which is the main goal. The subject or actor intended is a customer service. BMT Bismillah certainly has service excellence standards that must be applied by customer service. Therefore, the authors are interested in researching how the service excellence implemented by Bismillah Sukorejo BMT customer service by analyzing it using existing standards. The main problem in this study is how the implementation of service excellence standards for services that actually occur in BMT Bismillah carried out by customer service. This type of research is field research by taking the location of research in BMT Bismillah Sukorejo using a qualitative approach. The data in this study consisted of primary data and secondary data obtained using the method of interviews (interviews) with customer service, documentation and observation. The results showed that customer service is able to implement the standards set by BMT Bismillah into services that have become its work, but not just any service but excellent service (service excellence) which includes the basic aspects ofAccountability, Action, Attention, Appearance, Attitude, Ability that is able to satisfy and attract customers to remain loyal to BMT Bismillah.Keyword : Service Excellence, Customer service, BMT Bismillah BMT Bismillah Prime ServicStandards
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Žaptorius, Jonas. "The Expantion Model of Customer Service on Internet". International Journal of Emerging Research in Management and Technology 6, n. 10 (20 ottobre 2017): 38. http://dx.doi.org/10.23956/ijermt.v6i10.65.
Testo completoAbstract (sommario):
The main idea of this article is devoted to the online customer service issues, to explore the quality of key factors and their impact on customer service quality. Several influence factors such as companies focus on customer service, creation of customer service standards, human resources, customer relationship management will be identified and analyzed. The efficient customers service online is determined by such factors as a speed of response to electronic requests, the qualification of personnel, used customer service tools, call centers, standards of customer service and recourses in compliance with the standards of the real situation.Analysis of e-business situation in Lithuania is reviewed. Reasons that oppose this type of commercial development were identified. A questionnaire filled by customers allows us to analyze the quality of online services. The key customer expectations and problems were identified. During the investigations of quality insurances project for improvement of proposals and communication was prepared. The model is applied to companies operating on the Internet. In order to successfully apply this model, organizations need to focus on customers, modern approach to customer services, and provision of support over Internet and usage of international technologies for service processing.
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Ramadhany, Aris, e Supriyono Supriyono. "Pengaruh Kepercayaan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan pada AP Garage (Bengkel Cat & Custom)". Ekonomis: Journal of Economics and Business 6, n. 1 (24 marzo 2022): 199. http://dx.doi.org/10.33087/ekonomis.v6i1.511.
Testo completoAbstract (sommario):
This study aims to analyze and examine the effect of trust and customer satisfaction on customer loyalty at AP Garage (Paint & Custom Workshop). The population of this research is AP Garage (Paint & Custom Workshop) customers who have used the services of AP Garage (Paint & Custom Workshop) at least twice. The sample of this study was determined using non-probability sampling so as to produce 50 respondents. The results in this study indicate that trust contributes positively to AP Garage's customer loyalty, the higher the customer's trust in a service, the higher the level of customer loyalty to the service. For customer satisfaction, it is known to contribute positively to customer loyalty. If the customer is satisfied, the customer will not move to another place and will not be reluctant to take advantage of the services that have satisfied him.
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Kim, Soo-Jeong, e Byung-Hwan Hyun. "Effects of Psychological Variables on the Relationship between Customer Participation Behavior and Repurchase Intention: Customer Tolerance and Relationship Commitment". Economies 10, n. 12 (1 dicembre 2022): 305. http://dx.doi.org/10.3390/economies10120305.
Testo completoAbstract (sommario):
The inseparability of the production and consumption of services without quality control makes it difficult to fully meet the diverse needs of customers. Despite a company’s continuous efforts to satisfy customers with perceived quality aimed at service success, if the customers’ expectations are not met, the customers will not be satisfied. This study empirically analyzed the effects of customer tolerance and relationship commitment as psychological variables on the relationship between customer participation and repurchase intentions. According to the results of the analysis, relationship benefits, which are a motivation factor for customer participation, had significant effects on customer participation. In addition, customer participation showed significant effects on customer tolerance and relationship commitment. Furthermore, both customer participation and tolerance had significant effects on repurchase intentions; however, relationship commitment was found to have no significant effect on repurchase intentions. The results of this study indicate that customer tolerance formed through customer participation behavior improves customers’ satisfaction with perceived service quality thanks to the shared sense of responsibility that makes customers tolerate a failure of the final service after the service encounter process, thereby increasing repurchase intentions, which prevents the consumptive expenses invested into to recovering services after the company’s service failure. As such, the results of this study provide meaningful implications for sustainable management.
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Kinderis, Remigijus, Jūratė Danielienė e Eglė Jonuškienė. "ASSESSMENT OF CUSTOMER SERVICE QUALITY OF THE GAS STATION NETWORK IN LITHUANIA". Economics & Education 8, n. 1 (31 maggio 2023): 6–16. http://dx.doi.org/10.30525/2500-946x/2023-1-1.
Testo completoAbstract (sommario):
The gas station business enterprises are constantly trying to find ways to influence customers through a variety of services and improve the level of these services, which will ultimately lead to customer satisfaction. Assessing the quality of customer service becomes a prerequisite for this gas station business. This research paper is a theoretical and practical review of SERVQUAL and the Retail Service Quality Scale (RSQS) as a tool for measuring service quality in the gas station sector. The aim of the research is to determine and evaluate the quality of customer service in a network of Lithuanian gas stations. The theoretical part of the article analyses the quality of customer service, its evaluation models and factors, as well as means of assurance in the field of retail trade – in the network of petrol stations. The methodological part presents and describes the access, procedure, instruments and methods of data processing and presentation of the conducted research. The research was conducted using a quantitative research instrument – a questionnaire. The questionnaire was developed using SERVQUAL and RSQS methods. The empirical part of the article presents the analysis of the research data on the quality of customer service in the gas station network. The article closes with conclusions and recommendations for improving the quality of customer service in the gas station network. Key findings: all five dimensions of customer service were significant and positively rated by customers. However, in each dimension there are minor problems with the quality of the service: the equipment and cleanliness of the toilets; the modernity of the technologies used to pay for the services; the personal attention paid to the customer by the staff and the information provided on current promotions and discounts available during the service; the greater feeling of security and timely provision of services; the listening to the customer's comments; the confidence in the policy on the protection of personal data.
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Kursunluoglu, Emel. "Shopping centre customer service: creating customer satisfaction and loyalty". Marketing Intelligence & Planning 32, n. 4 (27 maggio 2014): 528–48. http://dx.doi.org/10.1108/mip-11-2012-0134.
Testo completoAbstract (sommario):
Purpose – The purpose of this paper is to analyse customer service effects in creating satisfaction and loyalty. The other antecedents of satisfaction and loyalty such as perceived value and service quality were not analysed in this research. Design/methodology/approach – Exploratory factor analysis was used to classify customer service items. Confirmatory factor analysis was not applied because of there was not any significant theory based on the classification of shopping centre customer service (SCCS). The research model was developed to show the relationships and the effects of customer service which were tested through multiple regression analyses. Findings – As a result of findings, customer service variables were classified into eight factors. Only four of them had effects on satisfaction and loyalty. The findings indicated that customer services had effects on customer satisfaction and loyalty. It was shown that “customer services about atmosphere (CSA)” affected both satisfaction and loyalty whereas “incentive customer services (ICS)”, “customer services in encounter stage (CSE)”, and “customer services about payment (CSP)” affected only loyalty. Research limitations/implications – The research model was about only shopping centres’ customer services; it could not reflect the customer services offered by the other retail formats since the survey was conducted in the limited area and with small sample. The research did not reflect the complete retailing landscape since the survey was applied to only brick and mortar shopping centre customers. The research model was developed according to the customer services offered by Turkish shopping centres and customers’ perceptions about satisfaction and loyalty were measured. The findings can be applicable each shopping centre that offers such customer services and has nearly the same concept. It is agreed that since this research has been conducted in Izmir it reflects the Turkish consumers’ cultural intentions. Practical implications – Although the impact degrees are at low level, customer service is an important tool for creating customer satisfaction and loyalty. According to the SCCS model in this research; it is strongly recommended that CSA, ICS, CSE, and CSP should be improved by shopping centres in order to gain customer satisfaction and loyalty. The last result of the research was surprising because it was expected that all customer service factors in the SCCS model would affect satisfaction and loyalty significantly. Although there were not any direct effects of basic customer services, facilitative customer services, customer services about children, informative customer services on satisfaction and loyalty, shopping centre management should not ignore these types of services since they are really important in the literature. Since the retailer type is important when developing customer service, each retailer should define its own customer service level according to its retail mix strategy. Originality/value – The research is the first paper that surveyed customer service effects in creating satisfaction and loyalty in Turkey through a conceptual model. The study has suggested a new model called SCCS model which classified customer service into eight factors and showed the relationships among customer service, customer satisfaction, and customer loyalty. The paper has developed the importance of customer service in the Turkish shopping centres.
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Chen, Chih-Cheng Volvic, e Chih-Jou Chen. "The role of customer participation for enhancing repurchase intention". Management Decision 55, n. 3 (18 aprile 2017): 547–62. http://dx.doi.org/10.1108/md-06-2016-0380.
Testo completoAbstract (sommario):
Purpose The purpose of this paper is to examine the impact of customer participation in the service delivery process by designing and testing an empirical model with the customers’ point of view in mind. Design/methodology/approach Data are collected from 176 customers in the context of professional financial insurance services. The proposed model is analyzed with partial least squares (PLS) path modeling in SmartPLS 2.0 software. Findings The results of the study show that customer participation produces positive effects on customer satisfaction and affective commitment through the customer relational value. Affective commitment is a strong predictor of repurchase intention, but no relationship between customer satisfaction and repurchase intention was found. Practical implications This study suggests that customer participation can be a win-win situation for customers and the service firm. Customers who create relational value with their service providers effectively enjoy their services more and are more likely to build and maintain long-term relationships with their service firm. Originality/value The findings highlight the roles of the customer and indicate the heuristic value of viewing customer satisfaction and affective commitment as consequences of customer participation. By identifying the effects of customer participation in the service interaction, organizations can determine optimum roles for customers in the service delivery process that will yield a more efficient use of organization resources and improve operational performance.
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Slack, Neale J., e Gurmeet Singh. "The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction". TQM Journal 32, n. 3 (19 febbraio 2020): 543–58. http://dx.doi.org/10.1108/tqm-07-2019-0187.
Testo completoAbstract (sommario):
PurposeThe purpose of this study is to determine the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.Design/methodology/approachIn total, 480 supermarket customers participated in an intercept survey in four urban centres of Fiji. Descriptive statistics were used to determine the level of service quality provided by supermarkets, and inferential statistics to determine the gap between customer's service quality expectations and perceptions and to test the research hypotheses.FindingsThe findings indicate service quality of supermarkets is perceived as being unsatisfactory, service quality significantly affects customer satisfaction and loyalty and customer satisfaction partially mediates the relationship between service quality and customer loyalty reducing customer's perceptions of service quality, leading to lower customer loyalty.Practical implicationsThis study provides an indication as to where supermarkets should target their marketing attention and scarce corporate resources and may help in their efforts to service, satisfy, retain and attract more long-term loyal customers in the increasingly competitive supermarket sector. This research could inform government policy makers in sequencing the supermarket sector transformation and assist local supermarkets to adapt to this changing retail landscape.Originality/valueThis study advances our understanding of the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.
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Heinonen, Kristina. "Multiple perspectives on customer relationships". International Journal of Bank Marketing 32, n. 6 (26 agosto 2014): 450–56. http://dx.doi.org/10.1108/ijbm-06-2014-0086.
Testo completoAbstract (sommario):
Purpose – The purpose of this paper is to describe and conceptualize customer relationships in the financial service sector, focussing on three aspects of customer-bank relationships: the financial service provider perspective, the customer-provider dyad, and the customer context. Design/methodology/approach – Through a short review of the eight papers included in this special issue, this paper illustrates different aspects of customer relationships. It explores customer value formation in the context of banking services, the dynamics and strength of customer relationships, and strategies for financial service provision and consumer trust. Findings – Customer relationships in the financial service sector are increasingly dynamic and unpredictable. This may be due to both activities within the control of financial service providers, such as strategies for service provision, but is more often attributable to factors beyond the control of providers. What empowered customers are doing in their own settings influences their attitudes toward and evaluations of financial services. Research limitations/implications – The paper is conceptual. It challenges the firm-centric approach to customer relationships and compares different perspectives of customer relationships. The significance of the customer-centric perspective is emphasized. Practical implications – Awareness of uncontrollable and idiosyncratic aspects of customer relationships will offer financial service providers new opportunities for being present in the customers’ lives and business. Originality/value – This paper illustrates the importance of extending the focus from what financial service providers are doing to what customers are doing within their own domains. Financial service providers need to understand more about their customers than their perceptions of service quality, satisfaction, and loyalty in different distribution channels, such as internet and mobile banking. The focus should be instead on how customers integrate their financial activities and experiences in their own life or business.
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Rusdianto, Rusdianto, e Mochammad Jasin. "Dynamic Behavior of Islamic Banking Customer Loyalty in Jakarta". IQTISHADIA 14, n. 2 (30 dicembre 2022): 179. http://dx.doi.org/10.21043/iqtishadia.v14i2.11556.
Testo completoAbstract (sommario):
<p>The attractiveness of Islamic banking lies in the profit-sharing system, service delivery, satisfaction, and promotion, where these components are interrelated with customers, which can influence customers to continue to choose Islamic banking services. This study aims to analyze the effect of service quality on customer satisfaction of Islamic banks, analyze the effect of service quality on customer loyalty of Islamic banks, and analyze the effect of customer satisfaction on customer loyalty of Islamic banks. The sample used in this study took the respondents of Islamic bank customers in Jakarta and then processed using SEM-PLS. The results showed that service quality had a significant effect on customer satisfaction, service quality significantly influenced customer loyalty, and customer satisfaction significantly influenced customer loyalty. This study recommends that there is a need to make products or services that are more in line with customer needs, the need to increase Islamic bank outlets or Automated Teller Machines (ATMs) owned by Islamic banks in locations that are more accessible and close to residential and business areas, and the need to conduct activities with customers periodically.</p>
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Famiyeh, Samuel, Amoako Kwarteng e Disraeli Asante-Darko. "Service quality, customer satisfaction and loyalty in automobile maintenance services". Journal of Quality in Maintenance Engineering 24, n. 3 (13 agosto 2018): 262–79. http://dx.doi.org/10.1108/jqme-10-2016-0056.
Testo completoAbstract (sommario):
Purpose The purpose of this paper is to understand the relationship between service quality, customer satisfaction and the loyalty of car owners. The aim is to understand the relative importance of the various service quality dimensions to Ghanaian car owners as to what drive satisfaction and whether this satisfaction has implication on their loyalty. Design/methodology/approach The study used a survey of car owners and relied on partial least squares-structural equation modeling to study the relationship between service quality and its impact on customer satisfaction and loyalty. Further moderation analysis based on the number of years of dealing with the mechanic was conducted. Findings The result indicates empathy, assurance, responsiveness and tangibles have a significant positive relationship with customer satisfactions. However, the reliability of the mechanic has no significant positive relationship with the satisfaction of customers. The results also indicate that customer satisfaction has a direct positive relationship with customer loyalty. The results further indicate that empathy and reliability of the mechanic have a significant positive relationship with customer loyalty; however, the assurance, responsiveness and tangibles have no significant relationship with customer loyalty. The moderation analysis indicated no significant differences in the hypothesis tested and the length of years of customers dealing with the mechanic. Research limitations/implications There is the need for mechanics to provide caring and individual attention to car owners, it is also important for mechanics to understand that customers want their cars to be serviced by mechanics who exhibit knowledge and courtesy and also deliver service in a very responsive manner. The appearance of the workshop, equipment and directions are also very important to customers. It is, therefore, important for mechanics do their best to satisfy these customers for them to remain loyal. Practical implications The findings indicate the importance of empathy, assurance, responsive and tangibles in mechanic service delivery. It is, therefore, important for mechanics to consistently provide personal attention, attend to customers in a friendly manner, deliver cars after services, provide information to customers when extra repairs are required and should take the time to explain issues to customers. In addition, it is important for mechanics to screen and employ very courteous employees who can tell customers exactly the kind of services needed as well as communicate effectively on the risks of repairs. Prompt services also seem to be the key to the satisfaction of customers. Originality/value The work illustrates and provides some insights and builds on the literature in the area of service quality, customer satisfaction and loyalty from a developing country’s environment. This is one of the few research works investigating the issue of service quality, customer satisfaction and customer loyalty in automobile services using data from the sub-Saharan African environment.
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Leino, Henna M. "Secondary but significant: secondary customers’ existence, vulnerability and needs in care services". Journal of Services Marketing 31, n. 7 (9 ottobre 2017): 760–70. http://dx.doi.org/10.1108/jsm-05-2016-0199.
Testo completoAbstract (sommario):
Purpose The purpose of this paper is to increase understanding of the status, vulnerability and needs of the health-care and nursing service customers’ (hereafter, care service customers’) loved ones. Design/methodology/approach The position and vulnerabilities of secondary customers of care services are studied and examples provided by reviewing empirical research reported in the care service literature. A conceptual discussion is developed on the “customer” concept in an extended sense, beyond the focal customers. The “primary customer” and “secondary customer” concepts are employed to supplement the extant discussion on customer units and ecosystems. Findings Secondary customers are exposed to secondary vulnerability and their well-being is affected by the services provided primarily to their loved ones. The most recurring needs of secondary customers concern psychosocial support, communication and information and cultural sensitivity. Practical implications New perspectives on understanding the “customer” concept in an extended sense. This assists in supporting the customers’ dynamic activities and processes within the customer ecosystems. To address care service customers’ loved ones’ vulnerabilities and needs and to support their well-being, they should also be recognised as customers – “secondary customers” – with patients being the “primary customers”. Social implications The results are especially relevant when considering services’ influences on vulnerable customers’ ecosystems and on individuals within them. It is important to recognise that beyond a vulnerable customer, several secondary customers may be exposed to secondary vulnerability, needing support. Originality/value The paper is apparently the first to connect the constructs “primary” and “secondary customer” and customer vulnerability to the customer ecosystem discussion. Also, essential future research questions are provided.
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Zhao, Huan, e Qiu Hong Wu. "Custom Service Support Management Information System". Applied Mechanics and Materials 687-691 (novembre 2014): 4840–43. http://dx.doi.org/10.4028/www.scientific.net/amm.687-691.4840.
Testo completoAbstract (sommario):
In the era of the Internet as the core of globalization the interaction of enterprises, enterprises are faced with a series of thorny issues about how to make social relations resources into corporate sales and development resources. In the past Management strategy is from product-centric to customer-centric. If the companies want to survival and development, we must establish a good relationship with closely customers. By a good corporate credit, high quality products, quality service, to attract new and old customers to standardize the management, warm and caring, and efficient services to support management to maintain the loyalty of the old and new customers. In the Internet environment CRM is an important part of the customer service support management. Online customer service support for management information systems will be enterprise customer-facing portal. A comprehensive customer service support management information system can enhance the competitiveness of enterprises, increase sales, enhance corporate image. Customer service support management is to ensure customer satisfaction and customer interests. How to give full play to the advantage of customer service in the Internet environment to support management information system. And how to enhance customer service in the Internet environment to support the management interface of the customer satisfaction, improve the enterprise's customer retention will become an issue of concern. In the above context, customer service support management information system came into being. The system is provide feedback record inquiries and task allocation to provide customers with more personalized service to help companies achieve customer intelligence decision analysis.
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Gopi, Bagyalakshmi, e Nusrah Samat. "The influence of food trucks' service quality on customer satisfaction and its impact toward customer loyalty". British Food Journal 122, n. 10 (28 settembre 2020): 3213–26. http://dx.doi.org/10.1108/bfj-02-2020-0110.
Testo completoAbstract (sommario):
PurposeService quality has been highlighted as the vital element in fulfilling customers' needs, which contributes to the customers' evaluation on the services given. As food truck business is increasingly popular in Malaysia, it is important for the food trucks' service provider to ensure that their service quality meets the standard to satisfy the customers in order to build customer loyalty. Therefore, the aim of this study is to investigate the relationship between food trucks' service quality with customer satisfaction and its impact toward customer loyalty. The customer service was measured using service quality (SERVQUAL) attributes (tangibles, reliability, responsiveness, assurance and empathy).Design/methodology/approachA quantitative study was conducted to examine the influence of food trucks' service quality on customer satisfaction and its impact toward customer loyalty. A total of 100 food truck customers have been randomly selected to answer the self-administered questionnaire. Data collected were analyzed using frequency, descriptive, reliability, Pearson correlation and regression analysis.FindingsFindings indicated that three out of five attributes of service quality have significant relationships toward customer satisfaction. They are tangibles (β = 0.225, p < 0.05), reliability (β = 0.349, p < 0.05) and assurance (β = 0.311, p < 0.05). Moreover, the customer loyalty (β = 0.643, p < 0.01) has a significant relationship with customer satisfaction.Originality/valueService quality can be characterized as the discrepancy between customer service standards and actual service. When expectations are higher than performance, perceived quality is less than acceptable and therefore consumer disappointment exists which eventually decreases customer loyalty toward a product or services. The study suggested that physical image of the food trucks' service like physical facilities, how the service being performed and also courtesy and knowledge of the food trucks' employees are very important to transfer confidence and trust to customers, which then will influence them to be loyal.
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Köcher, Sören, e Stefanie Paluch. "“My bad”: investigating service failure effects in self-service and full-service settings". Journal of Services Marketing 33, n. 2 (8 aprile 2019): 181–91. http://dx.doi.org/10.1108/jsm-03-2018-0096.
Testo completoAbstract (sommario):
PurposeCompanies in diverse branches offer a variety of service alternatives that typically differ in terms of the degree to which customers are actively involved in service delivery processes. The purpose of this paper is to explore potential differences in consumers’ reactions to service failures across services provided by a service employee (i.e. full-services) and services that require customers’ active involvement (i.e. self-services).Design/methodology/approachTwo 2 (full-service vs self-service) × 2 (no service failure vs service failure) scenario-based experiments in technological and non-technological contexts (i.e. ticket purchase and furniture assembly) were conducted.FindingsStudy results reveal that although service failures have a similar negative impact on satisfaction across both full-services and self-services, in the self-service context, the negative effect on the willingness to use the same service delivery mode again is attenuated.Research limitations/implicationsBy emphasizing the role of customers’ active involvement in the service delivery process, the study extends previous knowledge regarding customer response to service failures in different service settings.Practical implicationsBy highlighting that self-service customers’ future behavioral intentions are less severely affected by service failures, the authors present an additional feature of customer involvement in service delivery processes that goes beyond the previously recognized advantages.Originality/valueDespite the abundance of research on the effects of failure attributions, previous studies have predominantly examined main effects of attributions on customer responses, such that insights into potential moderating effects of failure attributions on established relationships – as investigated in this study – are still scarce.
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Long, Pham, e Phan Dien Vy. "Internet Banking Service Quality, Customer Satisfaction and Customer Loyalty". International Journal of Strategic Decision Sciences 7, n. 1 (gennaio 2016): 1–17. http://dx.doi.org/10.4018/ijsds.2016010101.
Testo completoAbstract (sommario):
Service quality is one of the key factors in determining the success or failure of e-banking. To gain and sustain competitive advantages in the rival-driven e-banking market, it is thus crucial for e-banks to understand in-depth what customers perceive to be the key dimensions of service quality and what impacts the identified dimensions have on the customers' perceived overall service quality, satisfaction, and loyalty. This paper attempts, based on an extensive review of relevant literature, to provide a model integrating internet banking service quality dimensions, overall internet banking service quality, customer satisfaction and customer loyalty in the context of Vietnam - emerging as a new potential market. The findings of this study indicate that three dimensions of internet banking service quality namely online customer service quality, online information system quality and banking service product quality are found to be statistically significant in determining overall internet banking service quality. In addition, overall internet banking service quality has significant impact on customer satisfaction and in turn customer satisfaction has significant impact on customer loyalty. Implications and recommendations are discussed with the aim of improving internet banking services, customer satisfaction and customer loyalty.
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Oktaviani, Chairunnisa, Ina Sintia, Maya Panorama e Siti Salsabila. "Pengaruh Islamic Marketing Mix, Service Quality dan Customer Value terhadap Kepuasan Nasabah Bank Syariah Indonesia". Reslaj : Religion Education Social Laa Roiba Journal 5, n. 3 (25 settembre 2022): 691–708. http://dx.doi.org/10.47467/reslaj.v5i3.1724.
Testo completoAbstract (sommario):
Service provider, especially banks, are faced challenges of financial technology which is growing rapidly. In this case sharia banking is required to be able to pursue conventional banks and technology changes. Bank Syariah Indonesia is obliged to meet every customer's needs in Islamic life with various services. This study aims to determine the effect of Islamic Marketing Mix, Service Quality dan Customer Value on customer satisfaction of Islamic banks in Indonesia. This study uses a quantitative approach using a questionnaire distributed to customers of Bank Syariah Indonesia KC Palembang. The instrument testing in this study used descriptive statistical methods, validity tests, reliability tests, multiple regression tests, F tests, T tests. The results showed that: (1) Islamic marketing mix had no effect on customer satisfaction of Bank Syariah Indonesia, (2) Service Quality has an effect on customer satisfaction of Bank Syariah Indonesia, (3) Customer Value has an effect on customer satisfaction of Bank Syariah Indonesia. The magnitude of the influence of service quality and customer value indicates that there is a significant influence on customer satisfaction of Bank Syariah Indonesia.
Keywords: Customer Value, Customer Satisfaction, Islamic Marketing Mix, Service Quality
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Abdullah, Nabaz Nawzad, M. Prabhu e Masayu Binti Othman. "Analysing driving factors of customer satisfaction among telecommunication service providers in Kurdistan region". International Journal of Engineering Business Management 14 (gennaio 2022): 184797902211114. http://dx.doi.org/10.1177/18479790221111436.
Testo completoAbstract (sommario):
Due to unprecedented innovation in information and communication technology, customers interact more with telecommunication service providers. Customer satisfaction is the extent of customer psychological sense and expectation towards a particular product or service. Satisfaction is a core to business success where corporates strive to fulfil them in the competitive market, where customers have more options. The lack of understanding of customer expectations created a gap between telecommunication companies operating in Kurdistan Region and subscribers. The current study intends to understand factors affecting customer satisfaction among telecommunication service companies in Kurdistan Region. It also identifies the customer’s critical factors concerning telecommunication services. Convenience sampling has been used to investigate the impacts of service quality, service attitude, value-added services, and price on customer satisfaction. The result revealed a significant and positive relationship between all independent variables except for the value-added services found to have a significant but reverse impact on customer satisfaction. The negative impacts of value-added services on customer satisfaction rely on the fact that roaming services, money transfer, reward points, and easy recharge are not concerns for customers compared to the price, quality of networks, and connectivity. The study signifies that nourishing customers by telecommunication companies in Kurdistan Region improve their market share and creates competitive value and uniqueness. This study highlights that competitive advantage and uniqueness offers more customer-oriented services to mobile subscribers and could be perceived as a precondition to the survival of operating firms. In return, the general public delivers cheaper and more reliable services with improved connectivity and internet service at a competitive price.