Services Marketing: Integrating Customer Focus Across the Firm
... Loyalitas pelanggan dalam konteks mall mencakup kecenderungan pengunjung untuk kembali ke mall yang sama dan memiliki keterikatan emosional terhadap mall tersebut (Zeithaml et al., 2020). Loyalitas ini dapat diwujudkan dalam bentuk kunjungan ulang, durasi kunjungan yang lebih lama, dan rekomendasi positif kepada orang lain (Soewito, 2017). ...
... Data dikumpulkan melalui kuesioner tertutup yang menggunakan skala Likert 5 poin (1 = sangat tidak setuju, 5 = sangat setuju). Kuesioner terdiri dari tiga bagian utama, yaitu positioning mall, kepuasan pengunjung, dan loyalitas pengunjung, yang diadaptasi dari penelitian terdahulu (Oliver, 2015;Zeithaml et al., 2020). Penyebaran kuesioner dilakukan melalui metode offline, dengan membagikannya langsung kepada pengunjung di lokasi mall, serta metode online menggunakan Google Forms atau platform survei digital lainnya untuk menjangkau lebih banyak responden. ...
... Hasil penelitian ini mengonfirmasi teori-teori yang menyatakan bahwa positioning mall memainkan peran penting dalam membentuk pengalaman pelanggan (Al-Medabesh et al., 2016). Temuan ini sejalan dengan penelitian sebelumnya yang menunjukkan bahwa positioning yang jelas dan berbeda mampu meningkatkan daya tarik serta menciptakan kepuasan yang lebih tinggi di antara pelanggan (Zeithaml et al., 2020). Dalam konteks Pollux Mall Chadstone, positioning mall yang difokuskan pada pengalaman belanja premium dengan berbagai fasilitas unggulan telah terbukti efektif dalam menarik dan mempertahankan pelanggan. ...
The background of this study is based on the importance of positioning strategy in the modern retail industry, especially in the shopping center sector, to increase competitiveness and maintain customer loyalty. This study aims to analyze the role of visitor satisfaction in mediating the influence of mall positioning on visitor loyalty at Pollux Mall Chadstone. The research method used is a quantitative approach with a survey technique through a questionnaire distributed to 200 respondents who have visited Pollux Mall Chadstone at least twice in the last three months. Data analysis was carried out using the Structural Equation Modeling-Partial Least Squares (SEM-PLS) method to test the validity, reliability, and relationships between variables in the research model. The results showed that mall positioning has a positive and significant effect on visitor satisfaction (β = 0.65, p <0.001), and visitor satisfaction has a significant effect on visitor loyalty (β = 0.72, p <0.001). In addition, mall positioning also directly affects visitor loyalty (β = 0.48, p < 0.01), but the effect becomes stronger when visitor satisfaction acts as a mediating variable. The results of the Sobel test confirm that this mediation effect is significant (Z = 4.21, p < 0.001). The conclusion of this study confirms that an effective positioning strategy can increase customer loyalty, especially through increasing visitor satisfaction. The implications of this study indicate that shopping center managers need to pay attention to factors that shape positioning, such as comfort, facilities, and brand perception, to retain customers in the long term.
... The dynamic growth of the worldwide market has resulted in a significant surge in international commerce, necessitating a corresponding increase in demand for transportation, storage, and related services like ancillary services Hence, the significance of logistics is progressively growing. Logistics is a powerful mechanism that connects global economic operations, guaranteeing optimal efficiency in manufacturing and company endeavors [1][2][3][4]. ...
... To survive and grow, Vietnamese companies must adapt to compete with foreign corporations that are not only financially strong but also have extensive experience in logistics. [1][2][3][4]. ...
... Besides the service price factor, the level of business satisfaction has also become the main factor determining the choice of logistics service provider. Therefore, to consistently achieve success and become a leading logistics service provider in Vietnam, the company must understand and meet customer needs [1][2][3][4]. ...
In this context, many logistics service businesses were competing to provide high-quality logistics services to reduce costs. In addition to service price, the level of customer satisfaction has become a key factor in determining their choice of logistics service provider. Therefore, the research objective is to measure customer satisfaction with the quality of logistics services at Dong Nai Port Service Joint Stock Company. Based on this, the authors recommend that management improve logistics service quality. The research was conducted using qualitative methods, including consultations with 7 logistics business managers and discussions to explore the indicators of logistics service quality. The quantitative phase involved a sample of 450 customers using logistics services, from which 430 valid responses were collected.. The author analyzed multivariable linear regression analysis and identified five factors affecting customer satisfaction with logistics service quality at the 5% significance level.
... • Literatur dan Penelitian Terdahulu: Buku teks, jurnal ilmiah, dan laporan penelitian yang relevan, seperti dari Chaffey (2020), Kotler & Keller (2016), serta Zeithaml & Bitner (2000). ...
... Sebagai contoh, diskon pada layanan GoFood mendorong peningkatan transaksi hingga 30% selama periode promosi tertentu (Laporan Operasional Gojek, 2023). Pendekatan ini mendukung teori Zeithaml & Bitner (2000), yang menyebutkan bahwa pelanggan yang puas cenderung lebih loyal terhadap perusahaan dan akan merekomendasikan layanan kepada pihak lain. ...
Penelitian ini bertujuan untuk menganalisis pengaruh pemasaran digital dan kualitas sumber daya manusia (SDM) terhadap peningkatan penjualan pada PT. Gojek Indonesia. Dalam menghadapi kompetisi yang ketat di industri transportasi online, Gojek memanfaatkan strategi pemasaran digital berbasis data untuk menjangkau pelanggan secara efisien dan personal. Peningkatan penjualan hingga 35% dicapai melalui algoritma personalisasi, promosi media sosial, dan layanan berbasis aplikasi. Selain itu, kualitas SDM menjadi elemen kunci dalam mendukung inovasi ini, khususnya melalui pelatihan teknologi, pengelolaan data pelanggan, dan respons cepat terhadap kebutuhan pasar. Penelitian ini menekankan bahwa sinergi antara pemasaran digital dan pengelolaan SDM merupakan faktor utama dalam menciptakan keunggulan kompetitif dan memastikan keberlanjutan pertumbuhan perusahaan.
... Produk pangan yang berkualitas tinggi akan lebih mudah diterima oleh konsumen karena mereka cenderung mencari produk yang aman, bergizi, dan memiliki cita rasa yang baik . Konsumen yang puas dengan kualitas produk akan cenderung melakukan pembelian ulang dan merekomendasikannya kepada orang lain, yang berkontribusi pada peningkatan penjualan (Zeithaml et al., 2020). ...
... Konsumen cenderung kembali membeli produk dari perusahaan yang memberikan layanan yang ramah, cepat tanggap, dan solusi terhadap keluhan mereka (Parasuraman et al., 2018). Pelanggan yang mendapatkan pengalaman positif dengan layanan pelanggan lebih mungkin untuk melakukan pembelian ulang dan memberikan rekomendasi kepada orang lain (Zeithaml et al., 2020). Oleh karena itu, pelatihan bagi karyawan dalam menghadapi pelanggan sangat penting untuk menjaga citra perusahaan dan meningkatkan kepercayaan konsumen. ...
... Customer satisfaction also serves as a strong antecedent of participation intention. Zeithaml, Bitner, & Gremler (2006) highlight that satisfied customers are more inclined to participate in company activities, including promotional programs, feedback sessions, or community involvement. On the other hand, dissatisfaction tends to reduce the customer's willingness to engage and support company initiatives. ...
... This is based on studies showing that customer satisfaction reinforces commitment and engagement with brand-led activities (Zeithaml et al., 2006), which in the context of MLM can translate into consistent participation and promotion. ...
This study investigates the impact of social media marketing activities on customer satisfaction within Oriflame’s customer base, with a focus on the mediating roles of social identification and perceived value. The growing prominence of social media has transformed how businesses engage with consumers, making it critical to utilize these platforms effectively. Using Structural Equation Modeling (SEM), this research analyzes data from 50 respondents in Makassar City, collected through structured questionnaires. The findings reveal that social media marketing—through engaging content, interactive communication, and personalized efforts—positively influences customer satisfaction. Furthermore, satisfaction significantly drives key behavioral intentions: participation, purchasing, and willingness to join Oriflame’s multilevel marketing (MLM) network. The study highlights the importance of customer satisfaction as a predictor of loyalty and advocacy behavior, which are essential for sustained competitive advantage. Social identification and perceived value serve as significant mediators in this relationship. Social identification enhances emotional connection and a sense of belonging to the brand community, while perceived value reflects the alignment between customer expectations and the brand’s offerings, enriching the customer experience. These mediating factors strengthen the influence of social media marketing on satisfaction. The research offers practical insights for businesses aiming to enhance their digital marketing strategies. It underscores the necessity of fostering meaningful interactions on social media to boost not only satisfaction but also long-term engagement and conversion. By understanding these dynamics, companies like Oriflame can optimize marketing efforts, build stronger customer relationships, and achieve sustained growth in the digital era.
... Previous empirical studies have validated the importance of these factors. Zeithaml and Bitner (1996), for instance, demonstrated the significant impact of pricingrelated components on customer satisfaction and revisit intention. Similarly, Stephen and Julia (2005) found that promotional strategies significantly enhance satisfaction by increasing brand visibility and perceived value. ...
... Meanwhile, for the marketing mix, brand image, customer satisfaction, and customer loyalty variables, the questionnaire was compiled using a 5-point Likert scale. The questionnaire items related to marketing mix were adapted from the research of Hanaysha (2017) Zeithaml (1996) was used as the main reference. ...
This study aims to analyze the influence of marketing mix factors on customer satisfaction and the subsequent relationship between customer satisfaction and customer loyalty in the context of coffee shops in Makassar. As coffee shops face increasing competition, understanding the dynamics between marketing strategies, customer satisfaction, and loyalty becomes crucial for sustaining growth and achieving differentiation in the marketplace. The research employs multiple regression analysis to evaluate the influence of seven marketing mix elements—product, price, location, promotion, process, physical evidence, and people—on customer satisfaction. Additionally, simple regression analysis is used to assess the impact of customer satisfaction on loyalty. Data for this study are collected through structured questionnaires distributed to coffee shop customers in Makassar. The results reveal that among the seven marketing mix factors, the "people" and "process" dimensions exert the most significant influence on customer satisfaction. Sympathetic and engaging employee interactions, combined with efficient and seamless service processes, contribute significantly to enhancing customer experiences. Conversely, factors such as "location" and "physical evidence" are found to have no significant impact on customer satisfaction, suggesting that other elements of the marketing mix may play a more pivotal role in shaping customer perceptions. Furthermore, the findings confirm that customer satisfaction significantly affects customer loyalty. Satisfied customers are more likely to return, recommend the coffee shop to others, and exhibit long-term loyalty. This underscores the importance of delivering a consistent and satisfying experience that aligns with customer expectations. The study provides important managerial implications for local coffee shops seeking to enhance their competitive advantage. Prioritizing service quality, fostering positive interactions between staff and customers, and optimizing service processes can create a differentiated customer experience. By focusing on these aspects, coffee shops can cultivate higher levels of customer satisfaction and, consequently, loyalty, ensuring sustained success in a competitive environment.
... This situation requires business actors to conduct market analysis to understand consumer preferences and adjust their marketing strategies to remain relevant and competitive [1]. This innovative strategy aims to increase customer satisfaction, which plays an important role in building their loyalty [2]. ...
... In addition to store atmosphere, service quality also plays an important role in shaping customer satisfaction and loyalty [2]. Customers will feel more satisfied if the service provided is in accordance with their expectations [8]. ...
This study aims to analyze the influence of store atmosphere, service quality, and digital marketing on consumer loyalty, with consumer satisfaction as a mediating variable at The Legend Bar and Restaurant, Legian, Kuta, Bali. This research employs a quantitative approach using the Structural Equation Modeling-Partial Least Square (SEM-PLS) method. The sample consists of 110 respondents who are restaurant customers. The findings indicate that store atmosphere, service quality, and digital marketing positively and significantly affect consumer satisfaction. Furthermore, consumer satisfaction directly influences consumer loyalty. Mediation analysis reveals that consumer satisfaction partially mediates the relationship between store atmosphere, service quality, and digital marketing on consumer loyalty. The implications of this research highlight the importance of optimizing an attractive store atmosphere, improving service quality, and implementing effective digital marketing strategies to enhance customer loyalty in the restaurant industry.
... Marketing mix is like a strategy to understand and to mix with activities, such as product, price, place, and promotion, to find the maximum combination to bring good results through happiness, joy (Alfarisyi & Harahap, 2023). Meanwhile, according to Zeithaml et al., (2018) marketing mix is the elements of the company's organization that can control its activities concerning good communications and attracting consumer customers. To achieve its goals, merchandise should be distributed within the target market. ...
... Even though promotions attract first-time buyers, the sustainability of customer loyalty heavily depends on continuous quality assurance. This is in line with research by Zeithaml et al., (2018) who suggested that service quality and perceived value significantly predict customer loyalty and buying behavior in the service and retail industries. ...
Economic development in Timor-Leste requires the private sector to grow and diversify to support sustainable economic progress. Without well-implemented policies and programs that promote private sector development, the country risks losing the opportunity to manage secure and sustainable sources of wealth. This research aims to analyze the influence of the marketing mix 4Ps strategy (product, price, place, and promotion) on buyer decisions at Supermarket W Four Unipessoal Lda, Dili Municipality, Timor Leste. The benefits of this research are that it expands knowledge regarding consumer behavior influenced by marketing strategies in the retail sector in Timor-Leste. This study employed a qualitative research design, with data collected through purposive sampling of 10 respondents. The data collection process occurred from September 10, 2023, to October 31, 2023. Data were gathered using interviews and observations, and the analysis was conducted using the Miles and Huberman model, which emphasizes qualitative descriptive analysis. The findings of this study indicate that all elements of the 4Ps marketing mix significantly influence buyer decisions, with the product and price variables being the most dominant factors in the purchasing process. Promotion and place factors also play important supporting roles. The conclusion drawn from this study is that an effective marketing mix strategy can enhance buyer decisions and overall business performance. The implication of this research suggests that Supermarket W Four Unipessoal Lda needs to continuously improve the quality of its products and implement innovative marketing strategies to remain competitive in the growing retail market of Timor Leste.
... Bersumber pada penelitian yang dituliskan oleh Kumar dan Reinartz (2016), kualitas pelayanan dide�inisikan sebagai wujud kemampuan suatu perusahaan untuk memenuhi atau bahkan melebihi harapan konsumen melalui berbagai interaksi dan pengalaman yang mereka alami dengan layanan yang ditawarkan. Adapun menurut Zeithaml et al. (2018), kualitas layanan dapat dipahami sebagai sejauh mana layanan yang diberikan memenuhi atau bahkan melebihi harapan konsumen. ...
... Secara keseluruhan, kualitas pelayanan merupakan indikator penting dalam menentukan kepuasan konsumen serta keberhasilan suatu perusahaan. Dimensi kualitas pelayanan dijelaskan oleh Zeithaml et al. (2018) meliputi lima dimensi untuk mengukur kualitas pelayanan, yaitu Keandalan (Realibility), Daya Tanggap (Responsivness), Jaminan (Assurance), Empati (Emphaty) dan Aspek Fisik (Tangibles). ...
Yogyakarta International Airport plays a vital role as an access point for tourists and a driver of local economic growth. Its commercial areas provide services that shape visitor experiences. Service quality in stores is key to customer satisfaction and loyalty. This study analyzes the impact of service quality on customer satisfaction, offering strategic recommendations for improving services in the airport's commercial areas. This study employs a quantitative method conducted at Yogyakarta International Airport. Data were collected through questionnaires, observations, and documentation, involving 100 respondents who had shopped at airport stores. Respondents were selected based on their direct experience with store services. Data analysis was performed using simple linear regression, t-tests, and the coefficient of determination to examine the impact of service quality on consumer satisfaction levels in depth. Based on the research findings and discussion, this study concludes that there is a positive and significant influence of store service quality on customer satisfaction in the commercial area of Yogyakarta International Airport, as evidenced by simple linear regression and t-test results. The influence of service quality on customer satisfaction accounts for 79%, while the remaining 21% is attributed to other factors not examined in this study.
... However, in modern service contexts, scholars such as Heskett et al. (1990) and Zeithaml et al. (2013) argue that competitive advantage extends beyond operational efficiencies and product features, encompassing the emotional and relational dimensions of service delivery. This humanized perspective reframes competitive advantage as a dynamic construct shaped by authentic connections between organizations and their customers. ...
... Reichheld (2003) emphasizes the Net Promoter Score (NPS) as a measure of customer satisfaction that encapsulates emotional engagement and advocacy. Zeithaml et al. (2013) extend this understanding by identifying the role of personalized service interactions in enhancing perceived value and fostering lasting relationships. ...
This study explores the intricate interplay between competitive advantage, customer focus strategies, and customer satisfaction within the service industry, emphasizing a human-centered approach to organizational development. Through a comprehensive literature review, the research highlights the transformative potential of aligning strategic initiatives with human values and emotional resonance. It underscores the importance of cultivating meaningful relationships with customers to create sustainable competitive advantages that extend beyond traditional economic metrics. The findings reveal that customer satisfaction is deeply rooted in both functional service excellence and emotional connections. By leveraging insights from customer experiences, organizations can design tailored strategies that resonate with individual needs and aspirations. Furthermore, the research demonstrates how customer-centric approaches influence broader organizational culture, fostering environments that prioritize empathy, innovation, and authentic human engagement. This study contributes to the theoretical discourse by framing competitive advantage as a human endeavor and offers practical implications for service organizations aiming to achieve operational excellence while honoring the human dimensions of service delivery. The integration of strategic, operational, and tactical levels forms a cohesive framework for achieving enduring success through genuine customer relationships and continuous adaptation to evolving market dynamics.
... Traditional consumer behavior theory states that consumers usually rely on price-quality heuristics to quickly judge the quality of goods [3]. However, consumers face a significantly increased cognitive load in a retail environment with information overload and proliferation of promotions [4]. Research shows that when consumers struggle to make effective decisions through price or promotions, emotional factors and brand trust will become key influencing points. ...
... The importance of excellent after-sales assistance as a foundation for customer retention. For example, research by Zeithaml, Bitner, and Gremler highlights its critical role in fostering lasting customer loyalty [4]. This concept is embodied in Fat Donglai's operational strategy, where the company has demonstrated significant proficiency in providing excellent customer service, both in physical and online interactions. ...
This study explores how Fat Donglai leverages consumer psychology to achieve competitive advantage in China's retail market. Through case analysis and structural equation modeling (SEM), it examines Fat Donglais effective store management, cultural integration, emotional resonance strategies, and supply-chain efficiency. Results reveal that emotional value, cultural triggers, and exceptional service significantly enhance consumer loyalty. The research concludes that psychological engagement offers a more sustainable competitive advantage than traditional price competition, providing practical insights for retailers seeking deeper consumer connections.
... Customer satisfaction impacts individual experience and plays an important role in building customer loyalty and increasing the likelihood of repeat purchases (Tjiptono, 2019). Previous studies have shown that satisfied customers tend to recommend products or services to others, which can ultimately improve the company's reputation and competitiveness in the market (Zeithaml et al., 2018). Therefore, companies need to understand the factors that influence customer satisfaction to design more effective and sustainable marketing strategies. ...
... Similar findings were also obtained in a study conducted by Kholis and Colia (2023), which revealed that improving product quality on Shopee, such as lots of variations and products that are always maintained from existing stores, greatly influences customer satisfaction in the Shopee marketplace. This is in line with research conducted by Zeithaml (2018), which states that the formation and improvement of customer perceptions of the quality of the product they value are very important in influencing the perception of the product's satisfaction assessment, and this will lead to repeat purchases. Thus, companies that want to increase competitiveness and maintain customer loyalty must consistently maintain and improve the quality of their products. ...
Purpose This study empirically proves the influence of product quality, excellent service and better and improved price perceptions will increase customer satisfaction. Methodology Selection of multivariate analysis design with quantitative cross sectional. Data collection from questionnaires announced to Perbanas students with convenience sampling techniques of 70 respondents who are active Tokopedia customers. Testing of this multivariate analysis model was selected with multiple regression assisted by the SPSS 26 application. Findings The results of the study indicate that the third independent variable has a positive and significant effect on consumer satisfaction. Product quality makes a major contribution to increasing customer satisfaction, excellent service quality provides a more comfortable shopping experience, and competitive prices are an important factor for satisfaction. Suggestions These findings provide insight for Tokopedia management in designing more effective strategies to increase customer satisfaction and loyalty, such as improving quality control of products sold. Thus, this study can be a reference for marketplace managers in developing more optimal marketing strategies to increase competitiveness in the e-commerce industry.
... Customer satisfaction and service quality improve in organizations where front-line employees are empowered to solve problems and meet customer needs without extensive approvals or bureaucratic procedures. Zeithaml et al. (2017) show how employee empowerment enhances service delivery and customer relationship quality. Employee retention and engagement improve in empowered organizations where individuals experience greater job satisfaction, career development opportunities, and alignment between personal and organizational values. ...
The digital transformation era has fundamentally altered organizational dynamics, requiring new leadership paradigms that emphasize agility, adaptability, and employee empowerment. This paper examines the role of transformational leadership in enhancing organizational performance through the implementation of agile management practices and comprehensive employee empowerment strategies. Drawing from extensive research in leadership theory, organizational behavior, and digital transformation, this study explores how transformational leaders can leverage agile methodologies to create high-performing organizations that thrive in volatile, uncertain, complex, and ambiguous (VUCA) environments. The research investigates the intersection of transformational leadership behaviors, agile management practices, and employee empowerment initiatives, demonstrating their collective impact on organizational performance metrics including productivity, innovation, employee satisfaction, and competitive advantage. Through analysis of contemporary leadership challenges and emerging best practices, this paper reveals that organizations led by transformational leaders who embrace agile principles and prioritize employee empowerment achieve superior performance outcomes across multiple dimensions. The findings emphasize the critical importance of developing leadership capabilities that combine visionary thinking with practical agility, creating organizational cultures that support continuous learning, rapid adaptation, and sustainable high performance in the digital age.
... The ability to continually deliver high quality services that maintain consumers' satisfaction is one of the most prominent issues facing service delivery enterprises (Gremler & Gwinner, 2023). The provision of consistently high-quality service is undoubtedly the most important aspect in establishing an organization's credibility and reputation among the general public (Zeithaml, Bitner, & Gremler, 2018). It is common knowledge that offering high-quality services improves the organization's bottom-line relationship with customers. ...
Customer Relationship Management (CRM) has become a vital strategy for enhancing service quality performance in Nigerian commercial banks. However, the effectiveness of CRM in improving service quality is not solely dependent on its implementation; it is significantly influenced by customer commitment. Customer commitment—comprising affective, continuance, and normative commitment—moderates the relationship between CRM and service quality by strengthening customer involvement, engagement, this study explores how customer commitment which is anchored on trust and commitment theory enhances the impact of CRM on service quality performance. It highlights two key CRM dimensions—customer involvement, engagement, and discusses how customer commitment strengthens their influence on service quality. The study emphasizes the need for Nigerian commercial banks to prioritize customer commitment strategies such as personalized banking services, digital engagement, and long-term relationship-building initiatives. By integrating CRM with strong commitment-driven approaches, banks can enhance customer satisfaction, improve service quality perceptions, and sustain competitive advantage in an evolving financial landscape
... Dengan demikian, untuk dapat menilai sejauh mana mutu pelayanan publik yang diberikan aparatur pemerintah, memang tidak bisa dihindari, bahkan menjadi tolak ukur kualitas pelayanan tersebut sehingga dapat ditelaah dari kriteria dimensi-dimensi kualitas pelayanan publik. Menurut Zeithaml et al. (2018) Kualitas pelayanan publik dapat diukur dari 5 dimensi, yaitu: ''Tangibel (berwujud), reliability (kehandalan), Responsiveness (ketanggapan), Assurance (jaminan), dan Empathy (Empati). ...
Penelitian ini bertujuan untuk mengetahui Kualitas pelayanan publik bidang pelayanan administrasi kependudukan di Kantor Kecamatan Sugihwaras Kabupaten Bojonegoro, yang meliputi pelayanan pembuatan KTP, KK, KIA, Akta Kematian, dan Akta Kelahiran. Penelitian ini merupakan penelitian deskriptif dengan pendekatan kualitatif. Teknik pengumpulan data yang digunakan adalah Teknik wawancara, observasi, dan dokumentasi. Informan dalam penelitian ini adalah Camat Sugihwaras, kasi pelayanan umum, petugas pelayanan, dan Masyarakat pengguna layanan jasa. Analisis data menggunakan pengumpulan data, reduksi data, penyajian data, penarikan Kesimpulan. Hasil penelitian ini menunjukkan bahwa: (a) Dimensi Tangible (berwujud) Kantor Kecamatan Sugihwaras Aspek kenyamanan tempat melakukan pelayanan sudah baik sarana prasarana di Kantor Kecamatan Sugihwaras sudah memadai untuk pengguna layanan. Aspek kedisiplinan petugas dalam pelayanan belum dilaksanakan secara baik, petugas belum disiplin dalam jam pelayanan dan jam kerja sesuai dengan standar pelayanan. (b) Dimensi Reliability (kehandalan) Aspek kecermatan petugas dalam melakukan pelayanan sudah baik petugas sudah teliti dan cermat dalam proses pelayanan. (c) Dimensi Responsiviness (respon/ketanggapan) Aspek merespon setiap pelanggan yang ingin mendapatkan pelayanan sudah dilakukan dengan baik oleh petugas pelayanan di Kantor Kecamatan Sugihwaras petugas sudah merespon pengguna layanan dengan ramah, baik, cepat dan selalu memberikan petunjuk dan arahan kepada pengguna layanan yang datang. (d) Dimensi Assurance (jaminan) Aspek petugas memberikan jaminan tepat waktu di Kantor Kecamatan Sugihwaras masih belum terlaksana dengan baik karena jaminan tepat waktu dalam pelayanan yang diberikan belum sesuai dengan standar pelayanan, ketidaktepatan dikarenakan system yang eror. (e) Dimensi Empathy (empati) Aspek petugas melayani dengan sikap ramah, sopan santun, baik, dan menghargai sudah diterapkan di Kantor Kecamatan Sugihwaras
... Perceived quality is defined as a consumer's judgment about a product's overall excellence or superiority. Zeithaml et al. (2018) explain that perceived quality is influenced by factors such as brand reputation, price, and prior experiences. High perceived quality often leads to greater customer satisfaction and loyalty, as consumers are more inclined to repurchase products they perceive to be of superior quality (Kumar & Reinartz, 2018). ...
The rapid growth of online streaming services has intensified competition within the industry, compelling providers like Netflix to continually assess and enhance their offerings. This study aims to measure and evaluate the perceived price, perceived quality, and customer experience of Netflix using Importance-Performance Analysis (IPA). By collecting data from a diverse sample of Netflix users, this research identifies the critical areas where Netflix excels and areas requiring improvement. The findings highlight the aspects of the service that are most valued by customers and provide actionable insights for optimizing service strategies to enhance user satisfaction and retention. The results reveal that while Netflix generally performs well in terms of content quality and user experience, certain aspects such as perceived price and specific service features need attention to maintain competitive advantage.
... The advent of ATMs and the use of mobile phones for banking are examples of different eras of electronic banking where the "customerinterface dimension" is predominately present. Although most of the time expressed differently, the client interface interaction also made a significant appearance in the literature on service marketing and service innovation (Edvardsson & Olson, 1996;Zeithaml & Bitner, 2003;Gallouj& Weinstein, 1997;Miles, 1996). New Business Partners, or the players who collaborate to produce a service innovation, make up the third dimension. ...
... Zeithaml et al., 2017). b. ...
This study aims to analyze the business development strategy of Cafetaria Koperasi Wanita Keluarga Pusri (KWKP) using the SWOT method. The analysis involves identifying the strengths, weaknesses, opportunities, and threats faced by Cafetaria KWKP. The results indicate that an appropriate development strategy includes improving product quality, diversifying the menu, and utilizing technology for operational efficiency and marketing. The main strengths of Cafetaria KWKP are high product quality and a good reputation among loyal customers. Weaknesses that need to be addressed include short product shelf life and the need for improved packaging. Opportunities that can be leveraged include consumer trends towards health and nutrition, as well as the use of new technologies in production and marketing. Threats to be aware of include fluctuations in raw material prices and competition from similar businesses. With the right strategy, Cafetaria KWKP can enhance its competitiveness and attract more customers. Abstrak : Penelitian ini bertujuan untuk menganalisis strategi pengembangan usaha Cafetaria Koperasi Wanita Keluarga Pusri (KWKP) dengan menggunakan metode SWOT. Analisis ini melibatkan identifikasi kekuatan, kelemahan, peluang, dan ancaman yang dihadapi oleh Cafetaria KWKP. Hasil penelitian menunjukkan bahwa strategi pengembangan yang tepat meliputi peningkatan kualitas produk, diversifikasi menu, dan pemanfaatan teknologi untuk efisiensi operasional dan pemasaran. Kekuatan utama Cafetaria KWKP adalah kualitas produk yang tinggi dan reputasi yang baik di kalangan pelanggan. Kelemahan yang perlu diatasi termasuk umur simpan produk yang pendek dan kebutuhan pengembangan kemasan. Peluang yang dapat dimanfaatkan meliputi tren konsumen yang lebih memperhatikan kesehatan dan nutrisi serta penggunaan teknologi baru dalam produksi dan pemasaran. Ancaman yang perlu diwaspadai termasuk fluktuasi harga bahan baku dan persaingan dari usaha sejenis. Dengan strategi yang tepat, Cafetaria KWKP dapat meningkatkan daya saing dan menarik lebih banyak pelanggan.
... Higher education branding might develop services to retain and attract students (Dahal, 2018;Sultan & Yin Wong, 2014). Differentiating these complex service organizations is difficult because universities are homogenous masses of people and processes (Zeithaml et al., 2013). Hemsley-Brown et al. (2016) noticed that recent university branding research has deepened the understanding of brands in university education. ...
Higher education administrators have learned that conventional branding initiatives that focus on identifying and promoting are insufficient to build solid institutional brands in the face of local and global competition (Jevons, 2006). The study's primary goal was to explore the factors influencing brand equity (BE) at Tribhuvan University (TU). A quantitative technique was employed to gather, present, and analyze the survey data. Primary data was gathered using a standardized questionnaire with a six-point Likert scale. The study's population was all the students of TU, and the sample size was 1050 students. A convenient sampling method was used in the study. A causal-comparative research approach was used in the study. The consequence of BE dimensions on BE was identified through path analysis using structural equation modeling (SEM). The result of the study disclosed that the university's physical environment has no substantial role in BE development. However, the brand's reputation, awareness, perceived quality, and brand loyalty play a significant role in the development of the university's BE in Nepalese university. The study's findings serve future researchers and policymakers in comprehending the brand equity dimensions (BEDs) of higher education institutions.
... Essa lacuna geralmente surge devido a quatro lacunas organizacionais internas. Uma delas, denominada deLacuna 1 ou Lacuna de Escuta ocorre quando as empresas não conseguem entender com precisão as expectativas dos clientes, geralmente devido a pesquisas insuficientes ou à falta de canais de comunicação eficazesColab., 2010;Zeithaml; Colab., 2024). Para que esta Lacuna seja diminuída torna-se importante que as empresas coletem e entendam as expectativas dos clientes com precisão. ...
Com a expansão da internet e das mídias sociais, as avaliações on-line em plataformas como TripAdvisor e Booking.com tornaram-se fundamentais para influenciar decisões de viajantes e moldar a reputação dos estabelecimentos. Essas avaliações refletem não apenas as experiências dos clientes, mas também incluem respostas da administração, criando um ciclo dinâmico de feedback que afeta a percepção da qualidade do serviço. No setor de hospitalidade, onde a qualidade do serviço é crucial para o sucesso e competitividade, compreender o desempenho em relação à qualidade prestada é essencial. Uma boa qualidade está diretamente ligada à fidelização dos clientes e ao aumento das vendas. Tradicionalmente, a avaliação da qualidade era realizada por meio de pesquisas de satisfação, mas o boca a boca eletrônico (eWOM) oferece uma forma mais autêntica e em tempo real de captar essas percepções. Neste estudo, propõe-se explorar as avaliações textuais on-line de hóspedes para identificar as principais dimensões da qualidade que geram avaliações positivas e negativas. A metodologia inclui técnicas de web scraping e mineração de texto, oferecendo contribuições teóricas e práticas para gestores e profissionais do setor. Os resultados discutem as implicações teóricas e gerenciais, destacando a importância do eWOM na avaliação e aprimoramento da qualidade dos serviços.
... belirlemek ve müşteri memnuniyetini arttıracak stratejiler geliştirmek amacıyla bu modeli kullanmaktadır (Zeithaml ve Bitner, 2003) Araştırmanın bağımlı değişkenini oluşturmakta olan hizmet kalitesi ölçeğine dair sorular ise Ercan'ın (2023) çalışmasından ve literatürdeki farklı kaynaklardan yola çıkılarak araştırmacı tarafından oluşturulmuştur. ...
Bu çalışma, Gökçeada’da faaliyet gösteren gastronomik işletmelerde algılanan hizmet kalitesi ile müşteri memnuniyeti arasındaki ilişkiyi incelemektedir. Araştırmada, hizmet kalitesinin beş temel boyutu (fiziksel özellikler, güvenilirlik, heveslilik, güvence ve empati) ele alınmış ve bu boyutların müşteri memnuniyeti üzerindeki etkileri değerlendirilmiştir. Korelasyonel araştırma modeli kapsamında yürütülen çalışmada, anket yöntemiyle 397 katılımcıdan veri toplanmış ve analiz edilmiştir.
Araştırma bulguları, hizmet kalitesinin tüm boyutlarının müşteri memnuniyeti üzerinde anlamlı ve pozitif bir etkisi olduğunu göstermektedir. Özellikle empati ve güvence boyutlarının müşteri memnuniyeti üzerindeki etkisinin daha güçlü olduğu tespit edilmiştir. Bu sonuç, müşterilerin bireysel ihtiyaçlarına duyarlılık gösteren ve güven sağlayan bir hizmet sunumunun, memnuniyetin artırılmasında kritik bir rol oynadığını ortaya koymaktadır. Ayrıca, hizmet kalitesinin genel olarak müşteri memnuniyetinin varyansının büyük bir kısmını açıkladığı görülmüştür.
Bu bulgular, gastronomi sektöründe faaliyet gösteren işletmelerin, müşteri memnuniyetini artırmak için hizmet kalitesini iyileştirme odaklı stratejiler benimsemeleri gerektiğini göstermektedir. Özellikle turistik destinasyonlarda, müşteri odaklı bir hizmet anlayışının benimsenmesi, müşteri sadakati ve işletmenin rekabet gücünü artırma açısından önemli bir avantaj sağlayabilir. Çalışmanın sınırlılıkları arasında, yalnızca anket yöntemiyle veri toplanması ve araştırmanın coğrafi olarak Gökçeada ile sınırlandırılması bulunmaktadır. Gelecek araştırmalarda farklı yöntemlerin ve bölgelerin dahil edilmesi, bulguların genelleştirile bilirliğini artırabilir.
... Manajemen layanan berfokus pada bagaimana organisasi mengelola dan menyediakan layanan kepada pelanggan untuk memenuhi harapan mereka. Layanan yang baik bergantung pada seberapa efektif sistem, proses, dan komunikasi antara penyedia layanan dengan pelanggan (Zeithaml & Bitner, 2020). Dalam konteks perbankan, manajemen layanan mencakup pengelolaan semua aspek layanan mulai dari kualitas layanan yang diberikan, responsivitas terhadap keluhan nasabah, serta pengelolaan gangguan atau masalah yang terjadi dalam sistem. ...
System disruptions in Islamic banking can affect service quality and customer satisfaction. This study aims to analyze the impact of system disruption on customer satisfaction at Bank Syariah Indonesia at Universitas Islam Kebangsaan Indonesia (UNIKI). This research uses quantitative methods with a survey to customers who experience system disruptions. The results showed that disruptions such as transaction delays and difficulty accessing services can reduce customer satisfaction levels. However, responsive service management in handling complaints and fixing problematic systems can mitigate these negative impacts, maintain customer loyalty, and improve service quality. This study suggests the importance of improving system reliability and better service management in the context of Islamic banking in the university environment.
... Nguyen Viet & Nguyen Anh (2021) emphasized that a positive experience is the most significant factor in motivating tourists to return. Zeithaml et al. (2018) identified four key indicators of Revisit Intention: ...
This study aims to analyze the influence of Destination Image on Revisit Intention, with Memorable Tourist Experience and Tourist Satisfaction as mediating variables in the Karimunjawa Island destination. A quantitative approach was employed, collecting data through online questionnaires distributed to 192 respondents. The data was analyzed using a structural model through the SmartPLS 4.0 application. The results indicate that Destination Image has a positive and significant effect on Memorable Tourist Experience (coefficient 0.840, p < 0.05) and Tourist Satisfaction (coefficient 0.828, p < 0.05). Moreover, Tourist Satisfaction fully mediates the relationship between Destination Image and Revisit Intention (coefficient 0.701, p < 0.05), while Memorable Tourist Experience does not have a significant effect on Revisit Intention (coefficient -0.231, p > 0.05). Based on these findings, the study concludes that destination managers should focus on strengthening the destination image and enhancing tourist satisfaction to increase revisit intention in Karimunjawa.
... Kepuasan pelanggan akan dipengaruhi oleh fitur produk atau jasa spesifik dan persepsi mutu (Zeithmal dan Bitner, 2000). ...
Kondisi bisnis dalam industri retail saat ini sangat agresif, ketatnya persaingan mengharuskan para pelaku bisnis untuk mencari cara dalam meningkatkan pangsa pasar sehingga tetap mampu bertahan dalam kancah persaingan bisnis. Diketahui bahwa variabel nama toko atau merek, persepsi pelanggan atas layanan yang diberikan, akan berpengaruh terhadap kepuasan dan loyalitas pelanggan. Hal ini sesuai dengan penelitian yang dilakukan dengan judul Pengaruh Store Name terhadap Loyality melalui Perceived Quality dan Satisfaction pada konsumen retail Hypermarket di Jakarta. Jenis penelitian ini adalah statistik deskriptif melalui pendekatan correlational research dengan jumlah sampel 100 pelanggan Hypermarket di Jakarta. Metode pengambilan data dengan observasi, interview, dan kuesioner, kemudian data yang dikumpulkan dianalisis dengan menggunakan Structural Equation Modelling (SEM) dengan bantuan program atau software AMOS versi 6.0. Dari hasil pengolahan data, dapat disimpulkan bahwa nilai X² sebesar 61.910 < 66.340 dengan batas penerimaan yang disarankan X2 hit < X2 tabel(df=49) yang berarti dapat disimpulkan model yang dihasilkan goodness of fit. Nilai RMSEA adalah sebesar 0,036 batas penerimaan yang disarankan 0.05 - 0.08 artinya model yang dihasilkan marginal fit. Sedangkan dari hasil perhitungan diperoleh nilai GFI sebesar 0.951 dengan batas penerimaan yang disarankan ≥ 0.90 sehingga dapat disimpulkan bahwa model yang dihasilkan bersifat goodness of fit karena nilai GFI diharapkan mendekati 1 (satu). Oleh karena itu, berdasarkan hasil analisis yang dilakukan dapat disimpulkan terdapat pengaruh secara signifikan antara store name terhadap loyalty melalui perceived quality dan satisfaction.
... People respond not to individual elements but to the overall ambiance they create, leading to physiological, cognitive, and emotional reactions that manifest in personal and social behaviors. Understanding this process of servicescape reveals its role and importance within the service environment and provides a foundational framework for researching user behavior in relation to servicescape [11][12][13][14][15]. ...
... People respond not to individual elements but to the overall ambiance they create, leading to physiological, cognitive, and emotional reactions that manifest in personal and social behaviors. Understanding this process of servicescape reveals its role and importance within the service environment and provides a foundational framework for researching user behavior in relation to servicescape [11][12][13][14][15]. ...
This study synthesizes the current landscape of servicescape research within the context of the metaverse, identifying future academic challenges for the evolution of immersive 3D servicescapes. The research highlights key trends, gaps, and emerging themes in the field by utilizing a comprehensive thematic content analysis of existing literature review data and insights from focus group interviews with metaverse experts. Findings reveal that metaverse-related research in the field of servicescape has been proposed in five directions: (a) dynamics between physical and virtual servicescapes, (b) redefining servicescape measurements for the metaverse, (c) evolving the s-o-r framework, (d) personalization and adaptation of extended reality environment, and (e) necessity of domain-specific approach. The study proposes a roadmap for future investigations, contributing to the academic discourse by providing a nuanced understanding of immersive 3D servicescapes and suggesting strategic directions for further research.
... This supports Technology Acceptance Model (TAM), where perceived ease of use and usefulness significantly affect digital adoption. In particular, digital awareness through NGOs and exposure to advertisements contributed significantly to increased uptake, consistent with findings by Zeithaml et al. (2020) and Laudon & Traver (2021). ...
This study aims to analyze the impact of digital marketing on the performance of cut flower export businesses in Arumeru District, Arusha, Tanzania. The primary focus is on the adoption rate of digital marketing, perceived usefulness and ease of use of digital technologies, and the factors influencing digital marketing adoption decisions among cut flower exporters. A Systematic Literature Review (SLR) approach was employed to synthesize relevant theoretical and empirical findings. The review indicates that variables such as gender, education level, social media presence, digital advertising, access to credit, the role of Non-Governmental Organizations (NGOs), and business location significantly influence digital marketing adoption. A practical implication of these findings is the necessity for enhancing human resource capacity through continuous digital marketing training. This study contributes to the literature on the digital economy and technology-based export development policies within the agribusiness sector.
... Companies that prioritize service quality can create a unique value proposition that sets them apart from competitors. This aligns with the findings of Zeithaml et al. (2020), who emphasize that service quality is integral to achieving customer satisfaction and loyalty, which are essential for long-term success. ...
This research is titled "The Role of Product Innovation in Enhancing the Competitiveness of Fish Processing SMEs in the IKM Center of Tarakan." The objective of this study is to analyze the impact of product innovation on the competitiveness of Small and Medium Enterprises (SMEs) in the fish processing sector at the IKM Center of Tarakan. The method used is a quantitative approach involving 50 SMEs registered in the IKM development program, utilizing purposive sampling technique. The independent variable in this study is product innovation, while the mediating variable is service quality, and the dependent variable is the competitiveness of SMEs. Data analysis was conducted using the SEMPLS method with SmartPLS 3 software. The results indicate that product innovation has a positive and significant effect on service quality and the competitiveness of SMEs. These findings suggest that enhancing product innovation can improve service quality, which in turn contributes to increasing the competitiveness of SMEs in the market. This study provides important insights for SME practitioners and stakeholders in formulating effective strategies to enhance competitiveness through product innovation.
In today's rapidly evolving business environment, organizations face increasing pressure to innovate continuously while maintaining operational excellence and strategic coherence. This paper examines the role of strategic innovation management in building organizational resilience through adaptive leadership and collaborative frameworks. Drawing from contemporary management theory and empirical research, this study explores how organizations can leverage agile principles, cross-functional collaboration, and innovation ecosystems to create sustainable competitive advantages. The research investigates the intersection of strategic planning, innovation management, and organizational learning, demonstrating how adaptive leadership approaches enable organizations to navigate uncertainty while fostering creativity and innovation. Through analysis of successful innovation management practices, this paper reveals that organizations implementing collaborative innovation frameworks achieve superior performance in terms of market responsiveness, employee engagement, and long-term sustainability. The findings emphasize the critical importance of creating organizational cultures that support experimentation, learning from failure, and rapid adaptation to changing market conditions. This research contributes to the understanding of how modern organizations can build innovation capabilities that enhance resilience and competitive positioning in dynamic business environments.
The study measured customer satisfaction in online shopping on e-commerce platforms in Vietnam using a structured questionnaire to survey and collect data from 386 customers. The collected data were analyzed using SPSS 26 software for descriptive statistics, exploratory factor analysis, correlation analysis, and linear regression. The results revealed nine factors that affect customer satisfaction, ranging from high to low, when shopping online on e-commerce platforms in Vietnam: product quality, payment methods, customer service, information quality, response time, delivery service, price, website design, and security. These results provide a crucial foundation for proposing several solutions to improve customer satisfaction during online shopping on e-commerce platforms in Vietnam.
Customer Experience (CX) is increasingly viewed as a strategic asset capable of driving brand differentiation and customer loyalty. However, its quantifiable contribution to financial performance remains underdeveloped in both academic literature and executive practice. This paper presents a unified conceptual framework that positions CX as a dynamic, measurable lever for business value creation. Grounded in theories of organizational ambidexterity, customer value management, and experience innovation, the framework integrates four interrelated constructs: Experience Drive Growth Model (EDGM), CX Elasticity, CX Elasticity Index (CXEI), and Ambidextrous CX. Together, these elements provide a multidimensional model through which organizations can assess the sensitivity of financial outcomes to CX investments, calibrate strategic decisions in elastic versus inelastic CX environments, and balance short-term optimization with long-term transformation. By translating abstract customer-centric ambitions into operational and financial systems, this framework offers a pathway for executives to align CX strategy with sustainable growth, capital efficiency, and organizational resilience
With the evolution of technology, the landscape of hotel management is set to undergo a remarkable transformation, reshaping operations and enhancing guest experiences like never before. This study investigates the pervasive impact of technology on hotel management and customer experience. The main goal is to explore the various ways digital innovations are revolutionizing guest services and enhancing operational efficiencies in the hotel industry responding to the highly volatile external environment. The secondary research part relied on literature review, predominantly sourced from electronic publications, press releases, and systematic website content evaluation. The market phenomena were examined through interviews with hotel managers of four-star hotels in Szeged. The findings indicate that enterprises in the centre of Southern Great Plain region (Hungary) have adopted IT-based solutions to enhance market efficiency to differing extents. The study identifies improvements in operational efficiency driven by IT-based solutions; however, guest-facing digital innovations remain limited. The study examined 11 units with official rating, enabling the results to be contextualised inside a specific market, while underscoring those trends identified internationally in small open economies are swiftly manifesting locally. The innovation of the research is in its market adaption and serves as a benchmark resource for hotel decision makers.
This study aims to analyze the proposed relocation of the Kerabut market to a more strategic location. The relocation of the market is driven by congestion and accident-prone problems that often occur in the previous location due to the lack of good spatial planning. In addition, many traders sell without permits around the market location, thus disturbing the order and cleanliness of the environment. This research uses a descriptive quantitative approach to describe the current condition of the Kerabut market and the potential benefits of relocation. Economic feasibility analysis using the Net Present Value (NPV), Internal Rate of Return (IRR), Benefit/Cost Ratio, and Payback Period methods will be applied to measure the effectiveness of the investment in the new market development. The results of this study are expected to provide comprehensive recommendations regarding the Kerabut market relocation plan, so as to improve efficiency, safety, and convenience for traders.
BPJS services certainly cannot be separated from efforts to maintain service quality standards which at least include service procedures, completion time, service costs, service products, facilities and infrastructure, as well as the competence of service personnel. Therefore, BPJS as an institution that provides health insurance to the public should measure the quality of services provided, especially through the HIS program. The aim of this research is to describe how the Health Insurance Administering Agency (BPJS) provides services at the Merauke Regency Regional General Hospital (RSUD Merauke Regency). The research method used is a qualitative descriptive technique. Based on the research results, the availability of adequate health facilities and equipment at BPJS counters can help officers in carrying out their duties in providing services to BPJS participants and is a factor that influences services at BPJS counters in Merauke-General Region. the affected hospitals are physical evidence. In accessing health services, officers must be sensitive in handling patient complaints and nursing staff must be responsive in resolving complaints from BPJS participants. Apart from that, nurses or civil servants must be punctual and each have an educational background related to BPJS. This applies to both training in the health and non-health sectors and the last is certainty, namely that to get services from BPJS, patients must follow the procedures set out in regional regulations, do not follow
This research is aimed at examining the influence of e-service quality and perceived tariffs on customer satisfaction and its impact on intention to reuse. The research problem is how to increase interest in reuse through e-service quality and perceived rates by mediating customer satisfaction? The aim of this research is to analyze the influence of e-service quality and perceived tariffs on customer satisfaction and its impact on intention to reuse. The sample for this research was OVO users in Semarang, specifally in Central Semarang, Tembalang, Gajah Mungkur, and South Semarang. With the total sample was 126 OVO users. SEM AMOS was used to analyze the data. The results of the analysis showed that e-service quality and perceived tariff had a significant effect on customer satisfaction in increasing interest in reuse. These empirical findings indicate that e-service quality influences customer satisfaction, perceived tariff has a positive effect on customer satisfaction, e-service quality has a positive effect on intention to reuse; perceived tariff has a positive effect on intention to reuse; and customer satisfaction has a positive effect on intention to reuse.
In today's fast-evolving consumer markets, businesses must adopt dynamic and well-structured go-to-market (GTM) strategies to achieve competitive advantage, maximize customer engagement, and drive sustainable growth. This paper presents a comprehensive conceptual framework for designing and executing effective GTM strategies, integrating key components such as market segmentation, value proposition development, channel strategy, pricing models, and demand generation. The study highlights the importance of agility in GTM execution, emphasizing the role of digital transformation, data-driven decision-making, and cross-functional collaboration in ensuring strategic alignment and market responsiveness. Performance measurement metrics-including market penetration, sales conversion, and customer retention-are explored as essential tools for continuous optimization. Additionally, the paper underscores the significance of leveraging artificial intelligence, automation, and predictive analytics to enhance market adaptability and consumer-centric engagement. The findings provide actionable recommendations for businesses navigating highly competitive consumer landscapes, advocating for an integrated and iterative GTM approach. Future research directions are proposed, focusing on the intersection of emerging technologies, sustainability considerations, and evolving digital commerce platforms in shaping next-generation GTM strategies.
This research investigates the effect of financial risk, quality risk, and delivery
risk on the online purchasing intention of Turkish consumers. Using a self-administered survey and convenience sampling, empirical data was collected from 300
Turkish online customers in this study. The research proposes that financial, quality,
and delivery risks have a significant effect on online shopping intention. It is
discovered that those risks have a negative effect on shoppers' intentions. The results
provide a significant framework for assessing and handling the perceived risk
associated with online shopping, potentially resulting in heightened participation by
Turkish consumers and a decrease in their perceptual shortcomings in the realm of e-commerce.
This study aims to analyze the influence of antecedents, namely Overall Perceived Service Quality and Management Support, on Behavioral Intention, with Patient Satisfaction serving as a mediator at Company Clinic. The research involved 150 respondents, consisting of employees and their families, with data collected through a questionnaire distributed using judgmental sampling. Data analysis conducted with PLS-SEM revealed that Overall Perceived Service Quality has a positive and significant effect on Patient Satisfaction. Furthermore, Management Support also positively contributes to Patient Satisfaction. Both variables were found to directly affect Behavioral Intention, with Patient Satisfaction serving as a significant mediator. The findings highlight the importance of enhancing service quality and management support to improve patient satisfaction, which, in turn, fosters positive behavioral intentions toward Company Clinic. The study's results offer managerial recommendations to improve service strategies and patient interactions, ultimately enhancing the overall patient experience.
In the digital era, organizations are increasingly leveraging digital interaction capabilities to foster e-relationships that drive competitive advantage. This paper explores how these capabilities-encompassing technological tools, human factors, and organizational culture-contribute to value creation and strategic positioning. Through a comprehensive literature review and analysis of empirical studies, we examine the mechanisms by which digital interactions enhance customer engagement, operational efficiency, and innovation. The findings underscore the importance of aligning digital strategies with organizational values and human competencies to realize the full potential of digital transformation.
In the digital era, organizations are increasingly leveraging digital interaction capabilities to foster e-relationships that drive competitive advantage. This paper explores how these capabilities-encompassing technological tools, human factors, and organizational culture-contribute to value creation and strategic positioning. Through a comprehensive literature review and analysis of empirical studies, we examine the mechanisms by which digital interactions enhance customer engagement, operational efficiency, and innovation. The findings underscore the importance of aligning digital strategies with organizational values and human competencies to realize the full potential of digital transformation.
Penelitian ini bertujuan untuk melihat pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan dengan Pengalaman Pelanggan sebagai Variabel Intervening pada The Balcone Suites & Resort. Penelitian ini menggunakan metode kuantitatif, kemudian data diolah dan dianalisis menggunakan metode Structural Equation Modelling – Partial Least Square (SEM-PLS). Responden penelitian berjumlah 110 orang. Hasil penelitian ini menunjukkan bahwa: (1) Terdapat Pengaruh positif dan signifikan antara Tangible terhadap Loyalitas Pelanggan di The Balcone Suites & Resort. (2) Terdapat Pengaruh negatif dan tidak signifikan antara Reliability dan Empathy terhadap Loyalitas Pelanggan di The Balcone Suites & Resort. (3) Terdapat Pengaruh positif tetapi tidak signifikan antara Responsivenes, Assurance, terhadap Loyalitas Pelanggan di The Balcone Suites & Resort. (4) Terdapat Pengaruh positif tetapi tidak signifikan antara Tangible, Reliability, Responsiveness, Assurance, dan Empathy terhadap Pengalaman Pelanggan di The Balcone Suites & Resort. (5) Terdapat Pengaruh positif dan signifikan antara Pengalaman Pelanggan terhadap Loyalitas Pelanggan di The Balcone Suites & Resort. (6) Terdapat Pengaruh positif dan signifikan antara Tangible terhadap Loyalitas Pelanggan dengan Pengalaman Pelanggan sebagai Variabel Intervening di The Balcone Suites & Resort. (7) Terdapat Pengaruh positif tetapi tidak signifikan antara Reliability, Responsiveness, Assurance, dan Empathy terhadap Loyalitas Pelanggan dengan Pengalaman Pelanggan sebagai Variabel Intervening di The Balcone Suites & Resort.
The Indonesian banking sector is facing increasing competition due to the rise of digital banks. This has led to evolving customer preferences, with a growing demand for seamless digital banking experiences. While BCA has a strong market position, it faces complaints regarding its mobile banking app, M-BCA, particularly concerning user interface and experience, which indicates potential issues with service quality and electronic service quality. The need to understand the factors influencing customer satisfaction and loyalty in this changing landscape are growing from conventional banks, like BCA. This study investigates the impact of SERVQUAL and e-SERVQUAL on customer satisfaction, electronic customer satisfaction and loyalty among BCA customers in Indonesia, which aims to address the challenges faced by conventional banks in the face of increasing competition from digital banks. A quantitative research approach was employed, involving a survey of 210 Gen Z and Gen Y BCA customers in Jabodetabek and Bandung. Data analysis was conducted using descriptive statistics and Partial Least Squares Structural Equation Modelling (PLS-SEM). The results confirm that both SERVQUAL and e-SERVQUAL significantly and positively influence customer satisfaction, which in turn strongly influence customer loyalty. However, e-SERVQUAL does not have a direct impact on customer loyalty, suggesting a more complex relationship. While digital services are increasingly important, traditional service quality remains a key driver of customer loyalty. The findings underscore the importance for conventional banks like BCA to maintain high service quality standards first and later continuously improve digital offerings to remain competitive in the digital age.
This study was conducted due to problems related to Revisit Intention at Harris Resort Barelang Batam. Thus, the research purpose was to examine how guest satisfaction at Harris Resort Barelang Batam mediated the effects of price perception and tangible evidence on the intention to return. This kind of study employs the Causal Associative approach in quantitative descriptive research. The research participants were visitors who had stayed at Harris Resort Barelang Batam; a non-probability sampling procedure was used to select 150 respondents for the sample. Questionnaires with a Likert scale that have been verified for validity and reliability are used in data-gathering procedures. A tabular presentation of the analysis's findings is provided for the data from this study, which were processed using SMART-PLS 3.0. The study's findings demonstrated that Price Perception (X1), Physical Evidence (X2), Revisiting Intention (Y), and Guest Satisfaction (M) were all in the good category, scoring 3.79%, 3.87%, 3.78%, and 3.73% respectively. Based on the hypothesis testing using Bootstrapping on SmartPLS with sig1.96, < 0,05 atau t-value > there is a positive and significant impact from the variables Price Perception and Physical Evidence on Revisiting Intention and there is a positive and significant impact from the Guest Satisfaction variable mediating Price Perception and Physical Evidence on Revisiting Intention.
Order taking refers to the process of receiving and recording guest orders—specifically food and beverages—which are then forwarded to the appropriate departments, such as the kitchen, bar, and pastry section. The aim of this research is to examine the implementation of order taking procedures, evaluate the food serving techniques provided to guests, and assess guest satisfaction with the order taking service at the Return Kitchen Restaurant, Grand Ion Delemen Hotel, Malaysia. This final assignment utilizes a qualitative descriptive method, with data collected through field observations and interviews, supported by theoretical frameworks obtained during lectures. The findings reveal that the current service procedures are not in full compliance with established standards, leading to frequent errors. A lack of menu knowledge among staff contributes to improper serving techniques. Additionally, the lack of attentiveness to guest needs negatively impacts guest satisfaction. In conclusion, although order taking procedures are being implemented, they are not aligned with the standard operating procedures (SOPs), largely due to staff shortages. Inadequate understanding of the menu results in poor serving practices, and insufficient sensitivity from waiters towards guest expectations further reduces the quality of service.
This study analyzed impact of influential factors (perceived value, service quality, consumer trust and product quality) on electronic word-of-mouth and referral intention in the background of fast-food industry. The research investigated the impact of electronic word-of-mouth as mediator between influential factors and referral intention. Data was retrieved from 400 students (Fast Food Consumers) from Punjab College, BEST College and NCBA&E in Bahawalpur through convenience sampling. Hypothesis is tested by analyzing regression. The outcomes demonstrated that perceived value, service quality, consumer trust and product quality have positive and substantial influence on electronic word-of-mouth and referral intention. The finding of the study revealed the impact of electronic word-of-mouth as mediator between influential factors and referral intention. This research contributed in literature & practically by examining the product quality as an influential factor of electronic word-of-mouth.
This study aims to determine the effect of the service marketing mix on the decision making of new students in choosing the Bachelor of Management study program, Faculty of Economics and Business, University of Trunojoyo, Madura. The object of this research is new students (Class of 2022). The method used is a quantitative method with data collection techniques through questionnaires.The results of this study indicate that the service marketing mix which consists of product, price, place, promotion, people, physical evidence, and process variables has a positive and significant influence on the decision making of new students in choosing the S1 Management study program, Faculty of Economics and Business, University of Trunojoyo Madura. As well as the promotion variable has a dominant influence on the decision making of new students in choosing the Bachelor of Management study program, Faculty of Economics and Business, University of Trunojoyo Madura.
Customer service and relationship management play a crucial role in sustaining long-term business growth and customer satisfaction. This study explores the effectiveness of customer service strategies and relationship management practices at Felin Machine Tools Private Limited, Chennai. The research aims to identify key factors influencing customer satisfaction, service efficiency, and client retention in the machine tools industry. A combination of qualitative and quantitative methods was employed, including surveys, interviews, and data analysis, to assess customer perceptions and service performance. The findings reveal that prompt response times, personalized interactions, and after-sales support significantly impact customer loyalty. Additionally, the study highlights areas for improvement, such as optimizing communication channels and enhancing service training programs for employees. The research concludes that an integrated approach to customer service leveraging technology, proactive engagement, and relationship-building strategies can drive higher customer satisfaction and strengthen long-term business relationships. Recommendations include adopting CRM software, conducting regular customer feedback sessions, and implementing structured training programs to improve service quality. This study provides valuable insights for businesses in the machine tools sector to enhance their customer service framework and establish a competitive advantage through superior relationship management. Keywords: Customer Service, Customer Relationship Management (CRM), Customer Satisfaction, Service Quality, Client Retention, Machine Tools Industry, Felin Machine Tools, Customer Loyalty.
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