The Existence of Overall Satisfaction in Service Customer Relationships

Zulganef, Zulganef

doi:10.22146/gamaijb.5614

Cited by 13 publications

(18 citation statements)

References 39 publications

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“…Therefore, it needs to implement an effective business strategy to be able to manage its relationships with students. Customer satisfaction is still a main issue with respect to managing service organizations, especially service organizations that have customer-relationship strategy (Zulganef, 2006). The results of the SERVQUAL gap analysis provide very useful information to institutions concerning the desires of its students.…”

Section: Discussionmentioning

confidence: 99%

The Students Satisfaction Oriented: Academic Service Improvement Strategy, Department of Aquatic Resources Management, Bogor Agricultural University, Indonesia

Widaryanti

Daryanto

Fauzi

2016

Journal of Education and e-Learning Research

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Higher education institutions must have a strategy change management in the increasingly competitive business environment. A continous performance improvement should be made accordingly. This study was conducted with the case of MSP-IPB, to analyze the priority of academic services improvement which were oriented in student satisfaction. This study used a survey design. Conducted using SERVQUAL instrument with 195 active students of undergraduate program in academic year 2014/2015 as respondents. Principal component analysis (PCA) was used to assess the SERVQUAL dimension that was most important to address to enhance students" satisfaction with MSP-IPB. The finding of this study suggest that the academic service performance of MSP-IPB needs to be improved because it shows negative gap value for all service quality attributes. Priority in changes management performed is to focus on internal factors of MSP-IPB. Recommendations change management strategy as follow to make service standards for the overall education services, to build customer relationship management (CRM) system, to build the capacity of MSP-IPB through the principles of good university governance, improvement of contents curriculum, teaching materials, and changes in teaching methods and to reallocate the resources that can support the success of improving the quality of education services provided. Results from this study indicate that the university management must make changes and improvements oriented student satisfaction for facing the era of globalization and increasingly severe business challenges in the present and in the future.

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Section: Discussionmentioning

confidence: 99%

The Students Satisfaction Oriented: Academic Service Improvement Strategy, Department of Aquatic Resources Management, Bogor Agricultural University, Indonesia

Widaryanti

Daryanto

Fauzi

2016

Journal of Education and e-Learning Research

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“…Therefore satisfaction will remain a primary objective. Morgan and Hunt (1994) and Zulganef (2006) further revealed a significant relationship between satisfaction with commitment.…”

Section: Commitment Loyaltymentioning

confidence: 85%

“…All three of these studies illustrate that consumer satisfaction is a predictor for commitment. Zulganef (2006) revealed that the relationship between overall satisfaction with the commitment can be developed based on the concept of loyalty stages proposed by Dharmmesta (1999), research Morgan and Hunt (1994), and the principle of means-end chain proposed by Peter and Olson (1999 ). Dharmmesta (1999) revealed the four-stage loyalty.…”

Section: Commitment Loyaltymentioning

confidence: 99%

The Existence Of Loyalty In Indonesia Ministery Education Regulation On Electronic Text Book. (Study Of Vocational High School’s Electronic Text Book In Bandung)*)

Sati

Susanto

2016

JMTT

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The Indonesian government believes that textbooks play a strategic role in improving the quality of primary and secondary education (Regulation of the Minister of National Education of the Republic of Indonesia No.11 of 2005). Nevertheless, Abdulkarim (2010) revealed that the quality of school textbooks, either in junior or vocational / high school is very low. The contradiction between Regulation of the Minister of National Education Regulation goal and Abdulkarim (2010), and some previous research, such as Heskett et al. (1997), and Dimitriades (2006) motivates this study to analyze the effect of satisfaction to commitment and loyalty of vocational teachers in Bandung. The results showed that there was no correlation between satisfaction and the commitment and between the commitment and loyalty, but there is a significant direct correlation between satisfaction and loyalty. This shows that users of textbooks as the government policy consumers has loyalty in the sense will do its use continuously, but the loyalty is not based on a commitment, but only based on satisfaction.This is suggests that vocational high school teachers are satisfied with the textbook but don’t want to rely on Regulation of National Education Minister, since commitment is defined by Dwyer et al. (1987), Morgan and Hunt (1994), and Pritchard et al. (1999) as a stable seeking and defensive attitude towards not to change a choice. They are easy to change attitudes through using of Electronic Text Boook (ETB) as teaching materials. The Authors also revealed some limitations and recommendations

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“…Buna göre, sadık müşteri kavramının daha iyi anlaşılabilmesi ve incelenebilmesi için tatmin ile birlikte farklı faktörlerin de araştırma kapsamına alınması gerektiği görülmektedir (Chitturi vd., 2008). Bu doğrultuda Zulganef (2006), tatminin, güven ve bağlılık aracılığıyla satın alma niyetini ve sadakati etkilediğini ortaya koymaktadır. Netice olarak özellikle ilişkisel pazarlama çerçevesinde tüketici pazarlarına yönelik yapılmış olan güncel çalışmalar; tatminin doğrudan olmasa da güven ve bağlılık aracılığıyla tüketici davranışı üzerinde etkili olduğunu ortaya koymaktadır.…”

Section: Marka Tatmini Ve Marka Sadakati İlişkisiunclassified

İlişkisel pazarlama çerçevesinde marka sadakatinin oluşumu ve bir model önerisi

Koçak¹

2012

Ankara Üniversitesi SBF Dergisi

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ÖzetBu çalışmada ilişkisel pazarlama çerçevesinde marka sadakatinin belirleyicilerinin incelenmesi amaçlanmıştır. Bu amaç doğrultusunda geliştirilen model ile marka tatmini, marka güveni, marka duygusu ve marka sadakati arasındaki ilişkiler araştırılmıştır. Çalışmada ortaya konan modelin kuramsal temeli ilişkisel pazarlamanın bağlılık-güven kuramına (Morgan ve Hunt, 1994) dayanmaktadır. Bu çalışmada marka sadakati, bağlılığı temsil edecek şekilde hem davranışsal hem de tutumsal boyutlarıyla ele alınmaktadır. Çalışmada geliştirilen modeli test etmek üzere 450 öğrenciye anket uygulanmış; model doğrulayıcı faktör analizi ve yapısal eşitlik modellemesi aracılığıyla test edilmiştir. Analiz neticesinde marka güveni ve marka duygusunun hem davranışsal hem de tutumsal marka sadakati üzerinde olumlu ve doğrudan etkisi tespit edilmiştir. Aynı zamanda marka tatmininin, davranışsal ve tutumsal marka sadakati üzerinde marka güveni ve marka duygusu aracılığıyla dolaylı etkisi gözlemlenmiştir.Anahtar Sözcükler: Marka tatmini, marka güveni, marka duygusu, davranışsal marka sadakati, tutumsal marka sadakati Brand Loyalty Formation in the Context of Relationship Marketing and A Model Proposal AbstractThis study aims to investigate the formation of brand loyalty within the context of relationship marketing. By proposing a brand loyalty model, this study examines the relationships between brand satisfaction, brand trust, brand affect and brand loyalty. The proposed model of the study depends on the commitment trust theory of relationship marketing (Morgan and Hunt, 1994). This study examines both behavioral and attitudinal dimensions of brand loyalty which also represents commitment. In order to test the model and the suggested relationships between the constructs, data were collected from a sample of 450 undergraduate students and analized using confirmatory factor analysis and structural equation modeling. Results indicate that both brand trust and brand affect directly and positively influence behavioral and attitudinal brand loyalty. Besides, the results also indicate that, brand trust and brand affect mediate the relationship between brand satisfaction and brand loyalty.

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The Existence of Overall Satisfaction in Service Customer Relationships

Cited by 13 publications

References 39 publications

The Students Satisfaction Oriented: Academic Service Improvement Strategy, Department of Aquatic Resources Management, Bogor Agricultural University, Indonesia

The Students Satisfaction Oriented: Academic Service Improvement Strategy, Department of Aquatic Resources Management, Bogor Agricultural University, Indonesia

The Existence Of Loyalty In Indonesia Ministery Education Regulation On Electronic Text Book. (Study Of Vocational High School’s Electronic Text Book In Bandung)*)

İlişkisel pazarlama çerçevesinde marka sadakatinin oluşumu ve bir model önerisi

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