The Effect of Self-Service Technology, Service Quality, and Relationship Marketing on Customer Satisfaction and Loyalty

Djajanto, Ludfi; Nimran, Umar; Kumadji, Srikandi; Kertahadi, Kertahadi

doi:10.9790/487x-16163950

Cited by 9 publications

(11 citation statements)

References 38 publications

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“…In their study, kiosk service quality was found to have a direct effect on customers' patronage intention. The above relationship was also confirmed by Kallweit et al (2014) and Djajanto et al (2014).…”

Section: Quality Perceptions and Satisfaction (H5-8)supporting

confidence: 56%

“…The e-commerce success model proposed by Wang et al (2016) also indicated that a web-site's information quality, system quality and service quality have a positive effect on customer satisfaction. In their study on SSTs, Djajanto et al (2014) found a positive relationship between service quality and customer satisfaction. Wang (2012) also found that the perceived usefulness of SST affected consumer satisfaction.…”

Section: Quality Perceptions and Satisfaction (H5-8)mentioning

confidence: 95%

“…Kallweit et al (2014) took the IS perspective and confirmed the importance of SST service quality; however, they measured service quality using only two items. Djajanto et al (2014) also treated SST service quality as a one-dimensional construct. However, previous studies have confirmed the multidimensionality of service quality (Parasuraman et al, 1988) and IS service quality, in particular (Pitt et al, 1995).…”

Section: Why Is Sst Unpopular?mentioning

confidence: 99%

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Why is self-service technology (SST) unpopular? Extending the IS success model

Lian

2018

LHT

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Purpose Self-service technology (SST) has become popular in many areas, but consumers from many countries still prefer human-provided services. Why is this so? The purpose of this paper is to understand the possible reasons by integrating two perspectives: personal characteristics marketing and the information systems success model (IS success model). Design/methodology/approach The authors propose an integrated model and conduct an empirical questionnaire survey which generates a total of 345 valid responses. Findings The authors find that personal technology anxiety and the need for interpersonal interaction are critical factors that affect SST usage continuance intention. Furthermore, personal technology anxiety affects the consumer’s perception of the quality of both the information and the SST system itself, which determines the level of satisfaction and the intention to continue to use the system. Second, the IS success model perspective reveals that the following factors determine the level of perceived satisfaction with SST: information quality, system quality, enjoyment and design. However, only information quality and system quality affect the intention to continue SST usage. The authors also find that satisfaction and the need for interpersonal interaction also determine the SST usage continuance intention. Originality/value The IS success model is found to be helpful in understanding the underlying reasons for this. To aid in the development of successful future SSTs, these findings can be referenced by countries in which SST is not so popular. Our proposed model further enhances the theoretical development of the IS success model.

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Section: Quality Perceptions and Satisfaction (H5-8)supporting

confidence: 56%

Section: Quality Perceptions and Satisfaction (H5-8)mentioning

confidence: 95%

Section: Why Is Sst Unpopular?mentioning

confidence: 99%

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Why is self-service technology (SST) unpopular? Extending the IS success model

Lian

2018

LHT

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“…Untuk mendukung keberhasilan dalam kompetisi, bank saat ini bekerja keras untuk meningkatkan berbagai fasilitas dan kegiatan pemasaran untuk menarik pelanggan untuk memanfaatkan layanan perbankan. Sebagian besar bank mencoba untuk mempertahankan loyalitas pelanggan melalui promosi, terutama dengan menawarkan program menarik sebagai apresiasi bagi nasabah bank Penelitian dari Djajanto (2014) mengatakan bahwa Bank yang kurang responsif menghadapi persaingan dan perubahan keinginan konsumen akan mudah ditinggalkan oleh pelanggan mereka PT Bank Rakyat Indonesia Tbk (BRI) mampu menduduki peringkat pertama dari sepuluh bank besar yang ada di indonesia,dalam jumlah perolehan nasabah pada tahun 2011 BRI mampu unggul dari bank ternama seperti BNI, Mandiri,dan BCA. Hal tersebut menunjukkan bahwa semakin meningkatnya tingkat kepercayaan masyarakat terhadap bank BRI.…”

Section: Pendahuluanunclassified

Pengaruh Kualitas Pelayanan Dan Citra Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Nasabah Bank Bri Cabang Cawang

Dharmadi¹,

Dwi²

2015

JEB

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Bank BRI in 1946 first established as a government-owned bank first and then in 1992 legal entities BRI transformed into Limited Liability Company. In 2003 ownership pemerintas sale so this status as a public company, later changed its name to PT. Bank Rakyat Indonesia (Persero) Tbk. This study was conducted to test the analysis Influence of Service Quality And Customer Loyalty Through Imagery Customer Satisfaction Customer Bank BRI. The population in this study of 100 respondents who use the services of Bank BRI Branch Cawang. Data obtained from questionnaires distributed at Bank BRI branch Cawang. The sample used in this study were 100 respondents who use the services of data BRI. Sampling technique using purposive sampling method. Analysis technique used is the analysis of lane or path analysis. These results indicate that significant influence service quality directly to customer satisfaction, significant bepengaruh image directly to customer satisfaction, quality of service and the image of the significant influence indirectly through customer satisfaction to customer loyalty and customer satisfaction directly significant effect on customer loyalty.

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“…The results of the study by Djajanto et al (2014), stated that self-service technology has a significant effect on customer satisfaction. This means that the self-service technology used has a large impact on customer satisfaction.…”

Section: The Effect Of Self-service On Customer Satisfactionmentioning

confidence: 98%

The Influence of Self-Service Technology and Customer Relationship Marketing on Customer Loyalty Mediated by Customer Satisfaction

Girsang

Sumiati

Djawahir

2021

JAM

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The purpose of this study is to explain the effect of self-service technology and customer relationship marketing on customer loyalty mediated by customer satisfaction. This research is quantitative research with an explanatory research approach. This research was conducted on customers who have an account at PT. Bank Central Asia, Tbk Tulungagung Branch, a minimum of three years is 82 respondents. Data collection uses questionnaires, documentation, and interviews with SmartPLS version 3.0 analysis tools. The result of the research shows that the direct influence of self-service technology influence on customer satisfaction and the influence of self-service technology on customer loyalty has a significant influence. The influence of customer relationship marketing on customer satisfaction and the influence of customer relationship marketing on customer loyalty has a significant influence. And, the effect of customer satisfaction on customer loyalty has a significant influence. The results of research for indirect influence, namely the influence of self-service technology on customer loyalty through customer satisfaction and influence customer relationship marketing to customer loyalty through customer satisfaction has mediation relationship. The next researcher needs to re-analyze self-service technology, customer relationship marketing as a variable that can increase customer loyalty in other companies that show different characteristics of the subjects of this study. Besides, it needs to be done on government bank customers who have certain characteristics, so that research can be generalized, namely to private companies or government companies.

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The Effect of Self-Service Technology, Service Quality, and Relationship Marketing on Customer Satisfaction and Loyalty

Cited by 9 publications

References 38 publications

Why is self-service technology (SST) unpopular? Extending the IS success model

Why is self-service technology (SST) unpopular? Extending the IS success model

Pengaruh Kualitas Pelayanan Dan Citra Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Nasabah Bank Bri Cabang Cawang

The Influence of Self-Service Technology and Customer Relationship Marketing on Customer Loyalty Mediated by Customer Satisfaction

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