The Role Of Service Quality In Affecting Customer Satisfaction: The Mediating Role Of Customer Value

Zulganef Zulganef, Cucu Hodijah
{"title":"The Role Of Service Quality In Affecting Customer Satisfaction: The Mediating Role Of Customer Value","authors":"Zulganef Zulganef, Cucu Hodijah","doi":"10.30587/jurnalmanajerial.v10i02.5426","DOIUrl":null,"url":null,"abstract":"Background – In service sector, there is always a possibility for customers to selectively choose their desired service that will meet their satisfaction. Organizations are thus required to identify the factors that determine customer satisfaction. \nAim – This study aims to investigate the mediating effect of customer value on the relationship between service quality and customer satisfaction at the library of Widyatama University, Bandung, Indonesia. \nDesign/ Methodology/ Approach – Using quantitative approach, this study distributed 800 questionnaires to respondents, and receive 713 questionnaires that can be used for further analysis. The data analysis is carried out using structural equation modeling (SEM) with AMOS. \nFindings – This study shows that customer value has no effect on satisfaction, meaning that customer value does not play a role in mediating the relationship between service quality and satisfaction. Only two variables based on dimensions of Service Quality Analysis (SERVQUAL) have an effect on other variables, namely assurance and empathy. \nConclusion - Customer value and satisfaction for library users at Widyatama University are two different things that have no relationship or connection at all. The service quality variable that affects customer value is assurance, while the variable that affects satisfaction is empathy. \nResearch implication – There are two things that must be considered by the library manager, namely the assurance perceived by library users, and the empathy that the library’s managers and staff must have, especially as the providers of library service. \nLimitations – This research was only conducted in one university library, so the results about the condition of the library or services cannot be generalized. It also only utilizes the two-dimensional model of SERVQUAL, thus future research are required to address and develop this topic.","PeriodicalId":181401,"journal":{"name":"Jurnal MANAJERIAL","volume":"10 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2023-06-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"1","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Jurnal MANAJERIAL","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.30587/jurnalmanajerial.v10i02.5426","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 1

Abstract

Background – In service sector, there is always a possibility for customers to selectively choose their desired service that will meet their satisfaction. Organizations are thus required to identify the factors that determine customer satisfaction. Aim – This study aims to investigate the mediating effect of customer value on the relationship between service quality and customer satisfaction at the library of Widyatama University, Bandung, Indonesia. Design/ Methodology/ Approach – Using quantitative approach, this study distributed 800 questionnaires to respondents, and receive 713 questionnaires that can be used for further analysis. The data analysis is carried out using structural equation modeling (SEM) with AMOS. Findings – This study shows that customer value has no effect on satisfaction, meaning that customer value does not play a role in mediating the relationship between service quality and satisfaction. Only two variables based on dimensions of Service Quality Analysis (SERVQUAL) have an effect on other variables, namely assurance and empathy. Conclusion - Customer value and satisfaction for library users at Widyatama University are two different things that have no relationship or connection at all. The service quality variable that affects customer value is assurance, while the variable that affects satisfaction is empathy. Research implication – There are two things that must be considered by the library manager, namely the assurance perceived by library users, and the empathy that the library’s managers and staff must have, especially as the providers of library service. Limitations – This research was only conducted in one university library, so the results about the condition of the library or services cannot be generalized. It also only utilizes the two-dimensional model of SERVQUAL, thus future research are required to address and develop this topic.
服务质量对顾客满意的影响:顾客价值的中介作用
背景-在服务行业,客户总是有可能有选择地选择他们想要的服务,以满足他们的满意度。因此,要求组织识别决定顾客满意的因素。目的:本研究旨在探讨顾客价值对服务质量与顾客满意度关系的中介作用。设计/方法/方法-本研究采用定量方法,向受访者发放了800份问卷,并收到713份可用于进一步分析的问卷。采用结构方程模型(SEM)对数据进行分析。研究结果-本研究表明,顾客价值对满意度没有影响,这意味着顾客价值在服务质量和满意度之间的关系中没有中介作用。基于服务质量分析(SERVQUAL)维度的两个变量对其他变量有影响,即保证和共情。结论:对于大和大学的图书馆用户来说,客户价值和满意度是两个完全不同的东西,两者之间没有任何关系或联系。影响顾客价值的服务质量变量是保证,影响顾客满意的服务质量变量是共情。研究启示——图书馆管理者必须考虑两件事,即图书馆用户感知到的保证,以及图书馆管理者和工作人员必须具有的同理心,特别是作为图书馆服务的提供者。局限性-本研究仅在一所大学图书馆进行,因此关于图书馆或服务状况的结果不能一概而论。它也只利用了SERVQUAL的二维模型,因此需要在未来的研究中解决和发展这个课题。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
求助全文
约1分钟内获得全文 求助全文
来源期刊
自引率
0.00%
发文量
0
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
提示
您的信息不完整,为了账户安全,请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
确定
请完成安全验证×
copy
已复制链接
快去分享给好友吧!
我知道了
右上角分享
点击右上角分享
0
联系我们:info@booksci.cn Book学术提供免费学术资源搜索服务,方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。 Copyright © 2023 布克学术 All rights reserved.
京ICP备2023020795号-1
ghs 京公网安备 11010802042870号
Book学术文献互助
Book学术文献互助群
群 号:481959085
Book学术官方微信