The Effect of Service Quality Elements on Customer Satisfaction

Main Article Content

B. Bungatang
Reynel

Abstract

The research objective was to determine and analyze the influence of the physical evidence of service quality, caring, responsiveness, reliability, and guaranteeing customer satisfaction at the PT. Pegadaian Watansoppeng branch. Research carried out explanatory research and survey methods. The study population is new clients served PT. Pegadaian Watansoppeng Branch Company. The samples were taken using purposive sampling and obtained 100 samples. This research's data analysis methods are descriptive analysis with Linear Regression calculation, where the independent variables consist of physical evidence, concern, responsibility, reliability, assurance, dependent variable satisfaction customer. The results of studies using multiple linear regression analysis showed that service quality dimensions significantly influence customer satisfaction. As for the t-test is known that a significant level for each variable that is physical evidence = 0.658, concern = 0.002, responsiveness = 0.338, reliability = 0.000, and assurance = 1.239. From these results, two variables can prove the second hypothesis suggesting that the physical evidence of service quality dimensions, concern, responsiveness, reliability, and guarantees the dominant influence on customer satisfaction at the PT. Pegadaian Watansoppeng branch of the variable of concern and reliability and three other variables that physical evidence, responsiveness, and assurance are support for this study hypothesis.

Article Details

How to Cite
Bungatang, B., & Reynel. (2021). The Effect of Service Quality Elements on Customer Satisfaction. Golden Ratio of Marketing and Applied Psychology of Business, 1(2), 107 - 118. https://doi.org/10.52970/grmapb.v1i2.102
Section
Articles

References

Abdulfattah, F. (2012). The effect of electronic customer relationship on customer satisfaction a study in web banking in Saudi Arabia. University of Huddersfield.

Akob, M., Yantahin, M., Ilyas, G. B., Hala, Y., & Putra, A. H. P. K. (2021). Element of Marketing: SERVQUAL Toward Patient Loyalty in the Private Hospital Sector. Journal of Asian Finance, Economics and Business, 8(1). https://doi.org/10.13106/jafeb.2021.vol8.no1.419

Alhaiou, T. A. (2011). A study on the relationship between E-CRM features and e-loyalty: The case in UK. Brunel University Brunel Business School PhD Theses.

Anderson, R. E., & Srinivasan, S. S. (2003). E‐satisfaction and e‐loyalty: A contingency framework. Psychology & Marketing, 20(2), 123–138. https://doi.org/10.1002/mar.10063

Arora, S. D., & Chakraborty, A. (2021). Intellectual structure of consumer complaining behavior (CCB) research: A bibliometric analysis. Journal of Business Research, 122(May 2020), 60–74. https://doi.org/10.1016/j.jbusres.2020.08.043

Babu, M. M., Dey, B. L., Rahman, M., Roy, S. K., Syed Alwi, S. F., & Kamal, M. M. (2020). Value co-creation through social innovation: A study of sustainable strategic alliance in telecommunication and financial services sectors in Bangladesh. Industrial Marketing Management, 89(June), 13–27. https://doi.org/10.1016/j.indmarman.2020.06.003

Chatterjee, S., & Mandal, P. (2020). Traveler preferences from online reviews: Role of travel goals, class and culture. Tourism Management, 80(March), 104108. https://doi.org/10.1016/j.tourman.2020.104108

Corredor, P., & Goñi, S. (2011). TQM and performance: Is the relationship so obvious? Journal of Business Research, 64(8), 830–838. https://doi.org/https://doi.org/10.1016/j.jbusres.2010.10.002

Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55. https://doi.org/10.2307/1252296

Dodds, W. B., Monroe, K. B., & Grewal, D. (1991). Effects of Price, Brand, and Store Information on Buyers’ Product Evaluations. Journal of Marketing Research. https://doi.org/10.1177/002224379102800305

Duarte, P., & e Silva, S. C. (2020). Need-for-touch and online purchase propensity: A comparative study of Portuguese and Chinese consumers. Journal of Retailing and Consumer Services, 55(March), 102122. https://doi.org/10.1016/j.jretconser.2020.102122

Ghozali, I. (2005). Aplikasi Analisis Multivariate dengan SPSS. Badan Penerbit UNDIP.

Gorondutse, A. H., Hilman, H., & Nasidi, M. (2014). Relationship between corporate reputation and customer loyalty on Nigerian food and beverages industry: PLS approach. International Journal of Management and Business Research, 4(2), 125–136.

Haiyun, C., Zhixiong, H., Yüksel, S., & Dinçer, H. (2021). Analysis of the innovation strategies for green supply chain management in the energy industry using the QFD-based hybrid interval valued intuitionistic fuzzy decision approach. Renewable and Sustainable Energy Reviews, 143(January), 110844. https://doi.org/10.1016/j.rser.2021.110844

Haming, M., Murdifin, I., Zulfikar Syaiful, A., & Aditya, H. P. K. P. (2019). The Application of SERVQUAL Distribution In Measuring Customer Satisfaction of Retails Company. Journal of Distribution Science, 17(2), 25. https://doi.org/10.15722/jds.17.02.201902.25

Harrigan, P., Soutar, G., Choudhury, M. M., & Lowe, M. (2015). Modelling CRM in a social media age. Australasian Marketing Journal (AMJ), 23(1), 27–37. https://doi.org/10.1016/j.ausmj.2014.11.001

Hasan, S., & Putra, A. H. P. K. (2018). Loyalitas Pasien Rumah Sakit Pemerintah: Ditinjau Dari Perspektif Kualitas Layanan, Citra, Nilai dan Kepuasan. Jurnal Manajemen Indonesia, 18(3), 184–196.

Hayes, B. E. (2008). Measuring customer satisfaction and loyalty: survey design, use, and statistical analysis methods. ASQ Quality Press.

Heikkilä, J.-P., Rentto, O., & Feng, Y. (2017). Aiming for Strategic e-HRM: Motives and Consequences of e-HRM Implementation in an MNC. Electronic HRM in the Smart Era, 173–199. https://doi.org/10.1108/978-1-78714-315-920161007

Indahingwati, A., Launtu, A., Tamsah, H., Firman, A., Putra, A. H. P. K., & Aswari, A. (2019). How Digital Technology Driven Millennial Consumer Behaviour in Indonesia. Journal of Distribution Science, 17(8), 25–34. https://doi.org/10.15722/jds.17.8.201908.25

Irwansyah, D., Dina, Erliana, C. I., Sari, A. E., Hamdani, D., Susena, K. C., Irwanto, T., Indahingwati, A., Aida, N., Nugroho, T. R., Kusuma Putra, A. H. P., Sudrajat, D., Murtiningrum, F., Puji Lestari, S. I., Sujinah, Syahputra, H., Yusri, Anita, & Sudarsana, I. K. (2019). Efforts to Improve Service Quality with Fuzzy Approach and Service Quality Methods at Dunia Barusa Inc. (Vol. 1363, Issue 1). https://doi.org/10.1088/1742-6596/1363/1/012071

Javed, M. K., & Wu, M. (2020). Effects of online retailer after delivery services on repurchase intention: An empirical analysis of customers’ past experience and future confidence with the retailer. Journal of Retailing and Consumer Services, 54, 101942. https://doi.org/https://doi.org/10.1016/j.jretconser.2019.101942

Kadir, N. (2018). Analysis of entrepreneurship perception and business developmental strategy of silk in Wajo Regency, South Sulawesi, Indonesia. International Journal of Law and Management, 60(1), 102–113. https://doi.org/10.1108/IJLMA-11-2016-0114

Kassianos, A. P., Symeou, M., & Ioannou, M. (2016). The health locus of control concept: Factorial structure, psychometric properties and form equivalence of the multidimensional health locus of control scales. Health Psychology Open, 3(2). https://doi.org/10.1177/2055102916676211

Khan, M. M., & Fasih, M. (2014). Impact of service quality on customer satisfaction and customer loyalty: Evidence from banking sector. Pakistan Journal of Commerce and Social Sciences (PJCSS), 8(2), 331–354.

Kitapci, O., Akdogan, C., & Dortyol, İ. T. I. T. (2014). The impact of service quality dimensions on patient satisfaction, repurchase intentions and word-of-mouth communication in the public healthcare industry. Procedia - Social and Behavioral Sciences, 148, 161–169. https://doi.org/10.1016/j.sbspro.2014.07.030

Kotler, P, Haider, D., & Rein, I. (1993). Marketing Places. Attracting Investment, Industry and Tourism to Cities, States, and Nations. Maxwell MacMillan Int.

Kotler, P. (2012). Marketing management/Philip Kotler, Kevin Lane Keller. Pearson Education Limited, 817, 1.

Kotler, Philip, & Keller, K. L. (2009). Marketing Management. In Organization (Vol. 22, Issue 4). https://doi.org/10.1080/08911760903022556

Lo Liang kheng, et. a. (2010). The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia. International Journal of Marketing Studies, 2(2). www.ccsenet.org/ijms

Luo, M. M., & Chea, S. (2018). Cognitive appraisal of incident handling, affects, and post-adoption behaviors: A test of affective events theory. International Journal of Information Management, 40, 120–131. https://doi.org/https://doi.org/10.1016/j.ijinfomgt.2018.01.014

Mang’unyi, E. E., & Khabala, O. T. (2017). The relationship between e-CRM and customer loyalty: a Kenyan Commercial Bank case study. Banks and Bank Systems, 12(2), 106. http://dx.doi.org/10.21511/bbs.12(2).2017.11

Mashur, R., Gunawan, B. I., Ashoer, M., Hidayat, M., Perdana, H., & Putra, K. (2019). Moving From Traditional to Society 5 . 0 : Case study by Online Transportation Business. Journal Distribution Science, 9, 93–102. https://doi.org/http://dx.doi.org/10.15722/jds.17.09.201909.93

Nguyen, P. N. D., Nguyen, V. T., & Vo, N. N. T. (2019). Key Determinants of Repurchase Intention toward Organic Cosmetics. The Journal of Asian Finance, Economics and Business, 6(3), 205–214. https://doi.org/10.13106/jafeb.2019.vol6.no3.205

Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63(4), 33–44. https://doi.org/10.1177%2F00222429990634s105

Olupot, C., & Mayoka, K. G. (2013). A framework for the adoption of electronic customer relationship management information systems in uganda. The Electronic Journal of Information Systems in Developing Countries, 58(1), 1–19. https://doi.org/10.1002/j.1681-4835.2013.tb00410.x

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: implications for further research. The Journal of Marketing, 111–124.

Putra, A. H. P. K., Haming, M., Murdifin, I., Zulfikar Syaiful, A., & Aditya, H. P. K. P. (2019). The Application of SERVQUAL Distribution In Measuring Customer Satisfaction of Retails Company. Journal of Distribution Science, 17(2), 25. https://doi.org/10.15722/jds.17.02.201902.25

Putra, A. H. P. K., Said, S., & Hasan, S. (2017). Implication Of External And Internal Factors Of Mall Consumers In Indonesia To Impulsive Buying Behavior. International Journal of Business Accounting and Management ISSN, 2(4), 1–10.

Rahaman, M. A., Ali, M. J., Kejing, Z., Taru, R. D., & Mamoon, Z. R. (2020). Investigating the Effect of Service Quality on Bank Customers’ Satisfaction in Bangladesh. The Journal of Asian Finance, Economics and Business, 7(10), 823–829. https://doi.org/10.13106/jafeb.2020.vol7.n10.823

Rahimiparvar, N. (2014). eCRM Features that Affect Customer Attitude to Loyalty: A Case Study of a Sample of 402 University Students Enrolled in International Programs in Thailand. AU-GSB e-JOURNAL, 7(2).

Randall, S., Crawford, T., Currie, J., River, J., & Betihavas, V. (2017). Impact of community based nurse-led clinics on patient outcomes, patient satisfaction, patient access and cost effectiveness: A systematic review. International Journal of Nursing Studies, 73, 24–33. https://doi.org/10.1016/j.ijnurstu.2017.05.008

Ranjbarian, B., Sanayei, A., Kaboli, M. R., & Hadadian, A. (2012). An analysis of brand image, perceived quality, customer satisfaction and re-purchase intention in Iranian department stores. International Journal of Business and Management, 7(6), 40–48. https://doi.org/10.5539/ijbm.v7n6p40

Santos de Oliveira, D., & Caetano, M. (2019). Market strategy development and innovation to strengthen consumer-based equity: The case of Brazilian airlines. Journal of Air Transport Management, 75(November 2018), 103–110. https://doi.org/10.1016/j.jairtraman.2018.12.006

Simanjuntak, M. (2021). Designing of Service Dominant Logic and Business Model Canvas: Narrative Study of Village Tourism. Golden Ratio of Marketing and Applied Psychology of Business, 1(2), 73–80. https://doi.org/10.52970/grmapb.v1i2.60

Simanjuntak, M., & Putra, A. H. P. K. (2021). Theoretical Implications of Theory Planned Behavior on Purchasing Decisions: A Bibliometric Review. Golden Ratio of Mapping Idea and Literature Format, 1(2), 1–7. https://doi.org/10.52970/grmilf.v1i1.18

Tian, J., & Wang, S. (2017). Signaling service quality via website e-CRM features: More gains for smaller and lesser known hotels. Journal of Hospitality & Tourism Research, 41(2), 211–245.

Tyce, M. (2020). Beyond the neoliberal-statist divide on the drivers of innovation: A political settlements reading of Kenya’s M-Pesa success story. World Development, 125, 104621. https://doi.org/10.1016/j.worlddev.2019.104621

Zehir, C., & Narcıkara, E. (2016). E-Service Quality and E-Recovery Service Quality: Effects on Value Perceptions and Loyalty Intentions. Procedia - Social and Behavioral Sciences, 229, 427–443. https://doi.org/https://doi.org/10.1016/j.sbspro.2016.07.153

Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: a critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362. http://dx.doi.org/10.1177/009207002236911

Zhu, D. H., Deng, Z. Z., & Chang, Y. P. (2020). Understanding the influence of submission devices on online consumer reviews:A comparison between smartphones and PCs. Journal of Retailing and Consumer Services, 54(June 2019), 102028. https://doi.org/10.1016/j.jretconser.2019.102028