The Effect of Brand Image, Service Quality, and Customer Value on Customer Satisfaction

Rusmahafi, Fikri Aulawi; Wulandari, Ririn

doi:10.32479/irmm.9939

Cited by 27 publications

(32 citation statements)

References 22 publications

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“…. Similar findings were also stated by Khoo [19], and Rusmahafi & Wulandari [20] explaining that customer satisfaction is an emotional factor that is easily influenced by a humanist touch such as service and a good image.…”

Section: The Effect Of Service Quality and Corporate Image On Custome...supporting

confidence: 85%

CUSTOMER SATISFACTION ANALYSIS: Image and Service Perspectives at Indonesian Insurance

Ulfah¹

2022

JIIM

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In the insurance business the most important thing is consumer trust, and to build it is to provide satisfaction. Thus, various efforts have been made to satisfy consumers, including by providing excellent service and maintaining the credibility of the company. This study attempts to analyze consumer satisfaction in the insurance sector, with company image and service as influencing variables. In studying scientifically, a quantitative method with a probability analysis technique is determined, namely multiple linear regression. The object of this research is PT Airline Reasuransi Indonesia, and the respondents are customers, as many as 118 people. Data were obtained through the distribution of questionnaires which were conducted randomly. The results of the study explain that the principle of choosing insurance is the credibility of the company or image, then service, especially with regard to the breadth of the network of cooperation with the hospital and the ease of claims.Keywords: Insurance, Image, Excellent Service, Satisfaction

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Section: The Effect Of Service Quality and Corporate Image On Custome...supporting

confidence: 85%

CUSTOMER SATISFACTION ANALYSIS: Image and Service Perspectives at Indonesian Insurance

Ulfah¹

2022

JIIM

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“…Initially, it relates to those resulting from a single purchase of a product or service its use the latter relates to overall satisfaction with products or services after multiple purchases and their experiences over time (Meesala & Paul, 2018). According to (Rusmahafi & Wulandari, 2020) explaining there are six statement indicators in measuring customer satisfaction, namely product quality satisfaction, service satisfaction provided, service speed satisfaction, satisfaction with trusted services, satisfaction with affordable service costs, and satisfaction with ease of service.…”

Section: Customer Satisfactionmentioning

confidence: 99%

The Influence of Relationship Marketing and Service Quality with Customer Satisfaction Mediation Variables on Customer Loyalty

Dwilianingsih

Indradewa²

2022

Quant. Econ. Manag. Stud.

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Customer loyalty is so important for a company to retain customers. Customer loyalty is worth to reduce competition between competitors. Customer loyalty can be influenced by relationship marketing, service quality, and customer satisfaction. So this study aims to see the effect of relationship marketing, service quality, customer satisfaction, and customer loyalty. The population of this study focuses on Indonesian Islamic Bank (BSI) customers, using purposive sampling. The sample is Indonesian Sharia Bank (BSI) customers in the Tangerang area as many as 230. This type of research is quantitative, with data collection by distributing questionnaires. The analytical method used is the Structural Equation Model (SEM-PLS) with the SMART PLS software program. This study aims to see the effect of relationship marketing, service quality, customer satisfaction, and customer loyalty. The results of the study conclude that relationship marketing and service quality have a positive effect on customer satisfaction and customer loyalty. Customer satisfaction as a mediating variable has a positive effect on customer loyalty. The implication of this research is the company order to increases customer loyalty by making customers feel satisfied through relationship marketing and the quality of services provided

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“…Customer satisfaction ranges from a feeling of pleasure to disappointment when assessing a company's service, product, or performance (Prasilowati, Suyanto, Safitri, & Wardani, 2021;Rusmahafi & Wulandari, 2020). Satisfaction is experienced when the service, product, or performance has exceeded the consumers expectations (Kotler & Keller, 2021).…”

Section: Customer Satisfactionmentioning

confidence: 99%

Alumni Satisfaction in Educational Institutions: Does the Quality Service Effect?

2022

JHETP

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In educational institutions, service management updates cause performance fluctuations and affect alumni satisfaction. This study aims to describe the role of service quality in alumni satisfaction. This quantitative research is based on service quality and alumni satisfaction factors. Data was collected from 451 random respondents. The measurement and structural models were analyzed. The model has a predictive relevance value at a moderate level, and we observed that only tangible factors have a significant effect on alumni satisfaction. Accordingly, staff need to make the best use of their time, conduct briefings before starting work, and additional training related to reliable service skills.

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The Effect of Brand Image, Service Quality, and Customer Value on Customer Satisfaction

Cited by 27 publications

References 22 publications

CUSTOMER SATISFACTION ANALYSIS: Image and Service Perspectives at Indonesian Insurance

CUSTOMER SATISFACTION ANALYSIS: Image and Service Perspectives at Indonesian Insurance

The Influence of Relationship Marketing and Service Quality with Customer Satisfaction Mediation Variables on Customer Loyalty

Alumni Satisfaction in Educational Institutions: Does the Quality Service Effect?

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