Exploration of Service Quality's Impact on Customer Satisfaction

Hasrawati Hasrawati, Muh. Asdar, Muhammad Ismail

Abstract


In the age of globalization, both state-owned and privately-owned public transportation companies face increasing competition. Because loyal consumers will continue to use services that they are secure with and satisfied with, as well as establish positive relationships with the company's employees, public transportation service providers must be able to acquire more loyal customers than new ones. New consumers use the service only once and have no desire to utilize the company's services again. The service quality dimensions for measuring client satisfaction are physical evidence, dependability, responsiveness, assurance, and empathy. These five aspects of service quality have a positive effect on customer satisfaction. The subject of this study is the Damri City Bus in Makassar. The research procedure involves the distribution of 65 questionnaires to Damri Bus passengers. After the results of the reliability and validity tests were obtained, they were analyzed using Multiple Linear Regression with the SPSS 17.0 for Windows program, which included classical assumption tests, multicollinearity tests, heteroscedasticity tests, normality tests, t-tests, f-tests, and R2 tests. Based on the analysis, it was determined that service quality (SERVQUAL) influences the level of customer satisfaction both individually and simultaneously, and that this relationship has been empirically demonstrated. Damri Bus Makassar City's consumer satisfaction is significantly influenced by physical evidence.

Keywords: Service Quality; Reliability; Guarantee; Physical Evidence; Emphaty; Responsiveness; Customer Satisfaction.

Full Text:

Download PDF

References


Ali, B. J., Saleh, P. F., Akoi, S., Abdulrahman, A. A., Muhamed, A. S., Noori, H. N., & Anwar, G. (2021). Impact of Service Quality on the Customer Satisfaction https://papers.ssrn.com/sol3/papers.cfm?abstract_id=3839031

Ali, M., & Raza, S. A. (2017). Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model. Total Quality Management & Business Excellence, 28(5–6), 559–577. https://doi.org/10.1080/14783363.2015.1100517

Asdi, A., & Putra, A. H. P. K. (2020). The Effect of Marketing Mix (4P) on Buying Decision: Empirical Study on Brand of Samsung Smartphone Product. Point Of View Research Management, 1(4), 121–130. http://journal.accountingpointofview.id/index.php/POVREMA/article/view/93

Budur, T., & Poturak, M. (2021). Transformational leadership and its impact on customer satisfaction. Measuring mediating effects of organisational citizenship behaviours. Middle East Journal of Management, 8(1), 67–91. https://doi.org/10.1504/MEJM.2021.111997

Dash, G., Kiefer, K., & Paul, J. (2021). Marketing-to-Millennials: Marketing 4.0, customer satisfaction and purchase intention. Journal of Business Research, 122, 608–620. https://doi.org/10.1016/j.jbusres.2020.10.016

Eren, B. A. (2021). Determinants of customer satisfaction in chatbot use: evidence from a banking application in Turkey. International Journal of Bank Marketing. https://doi.org/10.1108/IJBM-02-2020-0056

Hapsari, R., Clemes, M. D., & Dean, D. (2017). The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty. International Journal of Quality and Service Sciences. https://doi.org/10.1108/IJQSS-07-2016-0048

Hindarsah, I. (2021). The influence of service quality, emotional marketing and spiritual marketing on customer satisfaction. Turkish Journal of Computer and Mathematics Education (TURCOMAT), 12(3), 3685–3689. https://doi.org/10.17762/turcomat.v12i3.1650

HR, G., & Aithal, P. S. (2020). Integrated Marketing Mix Framework for Baby Care Retailing in India. International Journal of Applied Engineering and Management Letters (IJAEML), 4(1), 191–218. https://papers.ssrn.com/sol3/papers.cfm?abstract_id=3630377

Huang, P.-L., Lee, B. C. Y., & Chen, C.-C. (2019). The influence of service quality on customer satisfaction and loyalty in B2B technology service industry. Total Quality Management & Business Excellence, 30(13–14), 1449–1465. https://doi.org/10.1080/14783363.2017.1372184

Islam, T., Islam, R., Pitafi, A. H., Xiaobei, L., Rehmani, M., Irfan, M., & Mubarak, M. S. (2021). The impact of corporate social responsibility on customer loyalty: The mediating role of corporate reputation, customer satisfaction, and trust. Sustainable Production and Consumption, 25, 123–135. https://doi.org/10.1016/j.spc.2020.07.019

Ladhari, R., Ladhari, I., & Morales, M. (2011). Bank service quality: comparing Canadian and Tunisian customer perceptions. International Journal of Bank Marketing, 29(3), 224–246. https://doi.org/10.1108/02652321111117502

Ndofirepi, E., Farinloye, T., & Mogaji, E. (2020). Marketing mix in a heterogenous higher education market: A case of Africa. In Understanding the higher education market in Africa (pp. 241–262). Routledge. https://www.taylorfrancis.com/chapters/edit/10.4324/9780429325816-18/marketing-mix-heterogenous-higher-education-market-elizabeth-ndofirepi-temitope-farinloye-emmanuel-mogaji

Nugroho, A. R., & Irena, A. (2017). The impact of marketing mix, consumer’s characteristics, and psychological factors to consumer’s purchase intention on brand “w” in surabaya. Ibuss Management, 5(1). https://publication.petra.ac.id/index.php/ibm/article/view/5874/5365

Nunkoo, R., Teeroovengadum, V., Ringle, C. M., & Sunnassee, V. (2020). Service quality and customer satisfaction: The moderating effects of hotel star rating. International Journal of Hospitality Management, 91, 102414. https://doi.org/10.1016/j.ijhm.2019.102414

Othman, B. A., Harun, A., De Almeida, N. M., & Sadq, Z. M. (2020). The effects on customer satisfaction and customer loyalty by integrating marketing communication and after sale service into the traditional marketing mix model of Umrah travel services in Malaysia. Journal of Islamic Marketing. https://doi.org/10.1108/JIMA-09-2019-0198

Prasetyo, Y. T., Tanto, H., Mariyanto, M., Hanjaya, C., Young, M. N., Persada, S. F., Miraja, B. A., & Redi, A. A. N. P. (2021). Factors affecting customer satisfaction and loyalty in online food delivery service during the COVID-19 pandemic https://doi.org/10.3390/joitmc7010076

Priporas, C., Stylos, N., Vedanthachari, L. N., & Santiwatana, P. (2017). Service quality, satisfaction, and customer loyalty in Airbnb accommodation in Thailand. International Journal of Tourism Research, 19(6), 693–704. https://doi.org/10.1002/jtr.2141

Tzeng, S.-Y., Ertz, M., Jo, M.-S., & Sarigöllü, E. (2021). Factors affecting customer satisfaction on online shopping holiday. Marketing Intelligence & Planning. https://doi.org/10.1002/jtr.2141

Wirapraja, A., Aribowo, H., & Setyoadi, E. T. (2021). The Influence of E-Service Quality, and Customer Satisfaction On Go-Send Customer Loyalty In Surabaya. Indonesian Journal of Information Systems, 3(2), 128–137. https://ojs2.uajy.ac.id/index.php/IJIS/article/view/4191

Yunianti, L. N., Putri, N. K., Sudibyo, Y. A., & Rafinda, A. (2019). The influence of awareness, moral obligations, tax access, service quality and tax sanctions on taxpayer compliance in paying motor vehicle tax. Journal of Accounting and Strategic Finance, 2(1), 1–13. https://doi.org/10.33005/jasf.v2i1.20

Zhou, Q., Lim, F. J., Yu, H., Xu, G., Ren, X., Liu, D., Wang, X., Mai, X., & Xu, H. (2021). A study on factors affecting service quality and loyalty intention in mobile banking. Journal of Retailing and Consumer Services, 60, 102424. https://doi.org/10.1016/j.jretconser.2020.102424




DOI: https://doi.org/10.37531/sejaman.v6i2.5212

Refbacks

  • There are currently no refbacks.


Flag Counter

Creative Commons License

S E I K O : Journal of Management & Business is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
 
© All rights reserved 2018. S E I K O : Journal of Management & Business - ISSN (Print) : 2598-831X, ISSN (Online) : 2598-8301.
 

Web Analytics