Published: 2018-06-30
Persepsi Kualitas Layanan dan Kepuasan Pelanggan pada Pusat Perbelanjaan Kota Banda Aceh dengan Metode SERVQUAL
DOI: 10.35870/emt.v2i1.46
Abstract
Service Quality have a lot of interests of researchers and practitioners and most believe that the quality of service can improve the performance of a company. The purpose of this study is to measure the relationship between service quality and customer satisfaction among customers in the shopping center of the Banda Aceh city. This research uses a SERVQUAL model was modified with the unique dimensions of compliance in the context of the service industry. The data collected from the 100 regulars or as a member at a shopping center. Sample data were analyzed statistically through confirmatory factor analysis using exploratory factor analysis (CFA) and structural equation modelling (SEM) analysis can determine the perceptions of service quality and customer satisfaction. The results showed that the scale of the multidimensional quality of service impacting positively and significantly related to the unidimensional scale of customer satisfaction. In addition, the dimensions of the SERVQUAL model response proves by showing the highest contribution factor in overall models. Furthermore, this research has practical implications for policy makers the shopping center to better understand customer behavior intentions.
Keywords
Article Information
This article has been peer-reviewed and published in the Jurnal EMT KITA. The content is available under the terms of the Creative Commons Attribution 4.0 International License.
-
Issue: Vol. 2 No. 1 (2018)
-
Section: Articles
-
Published: 2018-06-30
-
License: CC BY 4.0
-
Copyright: © 2018 Authors
-
DOI: 10.35870/emt.v2i1.46
AI Research Hub
This article is indexed and available through various AI-powered research tools and citation platforms. Our AI Research Hub ensures that scholarly work is discoverable, accessible, and easily integrated into the global research ecosystem.
No author biographies available.
-
Ali, M. and Raza, S.A., 2017. Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model. Total Quality Management & Business Excellence, 28(5-6), pp.559-577.
-
Ali, F., Zhou, Y., Hussain, K., Nair, P.K. and Ragavan, N.A., 2016. Does higher education service quality effect student satisfaction, image and loyalty? A study of international students in Malaysian public universities. Quality Assurance in Education, 24(1), pp.70-94.
-
Amri, K. and Surya, J., 2013. Kajian Perilaku Mahasiswa Dalam Menggunakan Internet Dengan Pendekatan Technology Acceptance Model (TAM). Jurnal Penelitian Pos dan Informatika, 3(1), pp.67-80.
-
Angur, M. G., Nataraajan, R., & Jahera Jr, J. S. 1999. Service quality in the banking industry: An assessment in a developing economy. International Journal of Bank Marketing, 17(3), 116–125.
-
Awan, H. M., Bukhari, K. S., & Iqbal, A. 2011. Service quality and customer satisfaction in the banking sector: A comparative study of conventional and Islamic banks in Pakistan. Journal of Islamic Marketing, 2(3), 203–224.
-
Badaruddin, B., 2017. Pengaruh Stimuli Lingkungan dan Faktor Sosial Terhadap Kecenderungan Shopaholic Emosi Positif Sebagai Variabel Mediasi pada Konsumen Suzuya Mall di Banda Aceh. Jurnal EMT KITA, 1(1), pp.18-35.
-
Chi Cui, C., Lewis, B. R., & Park, W. 2003. Service quality measurement in the banking sector in South Korea. International Journal of Bank Marketing, 21(4), 191–201.
-
Hamari, J., Hanner, N. and Koivisto, J., 2017. Service quality explains why people use freemium services but not if they go premium: An empirical study in free-to-play games. International Journal of Information Management, 37(1), pp.1449-1459.
-
Ihsanuddin, I., 2017. Tanggapan Masyarakat Terhadap Pelayanan Pembayaran Air PDAM Tirta Daroy Banda Aceh. Jurnal EMT KITA, 1(1), pp.50-58.
-
Jabnoun, N., & Hassan Al-Tamimi, H. A. 2003. Measuring perceived service quality at UAE commercial banks. International Journal of Quality & Reliability Management, 20(4), 458–472.
-
Lam, S. S., & Woo, K. S. 1997. Measuring service quality: A test-retest Reliability investigation off SERVQUAL. International Journal of Market Research, 39(2), 381–396.
-
Lian, T. 1994a. Customer retention through service quality. Bank Marketing, 26(1), 15–20.
-
Lian, T. 1994b. Putting together the pieces of service quality. Bank Marketing, 26(4), 22–30.
-
Mukhtar, A.K., 2015. Pengaruh Promotion Mix Terhadap Keputusan Nasabah Menggunakan Jasa PT Bank Aceh. Jurnal Ekonomi Manajemen dan Bisnis (EMBis), 3(1), pp.537-553.
-
Nasir, N. and Yuslinaini, Y., 2017. Analisis Pemetaan Industri Kreatif Subsektor Kerajinan Serta Dampak Peningkatkan Kesejahteraan Masyarakat di Kabupaten Aceh Besar. Jurnal EMT KITA, 1(1), pp.12-17.
-
Nasir, N. and Muhammad, S., 2017, October. Dampak Industri Kreatif Dan Strategi Terhadap Peningkatan Kesejahteraan Masyarakat Di Kabupaten Aceh Besar (Studi Pada Subsektor Industri Kerajinan Di Kabupaten Aceh Besar. In Prosiding Seminar Nasional USM (Vol. 1, No. 1).
-
Othman, A., & Owen, L. 200). The multi dimensionality of Carter Model to measure customer service quality (SQ) in Islamic banking industry: A study in Kuwait finance house. International Journal of Islamic Financial Services, 3(4), 1–12.
-
Parasuraman, A. 1998. Customer service in business-to-business markets: An agenda for research. The Journal of Business & Industrial Marketing, 13(4), 309.
-
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. 1991. Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420.
-
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. 1985. A conceptual model of service quality and its implications for future research. The Journal of Marketing, 49, 41–50.
-
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. 1988. Servqual. Journal of Retailing, 64(1), 12–40.
-
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. 1994. Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing, 70(3), 201–230.
-
Raza, S. A., Jawaid, S. T., & Hassan, A. 2015. Internet banking and customer satisfaction in Pakistan. Qualitative Research in Financial Markets, 7(1), 24–36.
-
Ramanathan, U., Win, S. and Wien, A., 2017. A SERVQUAL approach to identifying the influences of service quality on leasing market segment in the German financial sector. Benchmarking.
-
Rizal, S. and Munawir, M., 2017. Pengaruh Kepuasan Nasabah Terhadap Menggunakan Mobile Banking (M-Banking) Pada Bank BCA Cabang Banda Aceh. Jurnal EMT KITA, 1(2), pp.68-78.
-
Su, L., Swanson, S.R. and Chen, X., 2016. The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality. Tourism Management, 52, pp.82-95.
-
Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. 2003. Customer perceptions of service quality in the banking sector of a developing economy: A critical analysis. International Journal of Bank Marketing, 21(5), 233–242.
-
Vu, M.V. and Huan, H.H., 2016. The relationship between service quality, customer satisfaction and customer loyalty: An investigation in Vietnamese retail banking sector. Journal of Competitiveness, 8(2).
-
Wang, Y., Lo, H. P., & Hui, Y. V. 2003. The antecedents of service quality and product quality and their influences on bank reputation: Evidence from the banking industry in China. Managing Service Quality: An International Journal, 13(1), 72–83.
-
Yavas, U., Bilgin, Z., & Shemwell, D. J. 1997. Service quality in the banking sector in an emerging economy: A consumer survey. International Journal of Bank Marketing, 15(6), 217–223.
-
Zhu, F. X., Wymer, W., & Chen, I. 2002. IT-based services and service quality in consumer banking. International Journal of Service Industry Management, 13(1), 69–90.
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
Authors who publish with this journal agree to the following terms:
1. Copyright Retention and Open Access License
Authors retain copyright of their work and grant the journal non-exclusive right of first publication under the Creative Commons Attribution 4.0 International License (CC BY 4.0).
This license allows unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
2. Rights Granted Under CC BY 4.0
Under this license, readers are free to:
- Share — copy and redistribute the material in any medium or format
- Adapt — remix, transform, and build upon the material for any purpose, including commercial use
- No additional restrictions — the licensor cannot revoke these freedoms as long as license terms are followed
3. Attribution Requirements
All uses must include:
- Proper citation of the original work
- Link to the Creative Commons license
- Indication if changes were made to the original work
- No suggestion that the licensor endorses the user or their use
4. Additional Distribution Rights
Authors may:
- Deposit the published version in institutional repositories
- Share through academic social networks
- Include in books, monographs, or other publications
- Post on personal or institutional websites
Requirement: All additional distributions must maintain the CC BY 4.0 license and proper attribution.
5. Self-Archiving and Pre-Print Sharing
Authors are encouraged to:
- Share pre-prints and post-prints online
- Deposit in subject-specific repositories (e.g., arXiv, bioRxiv)
- Engage in scholarly communication throughout the publication process
6. Open Access Commitment
This journal provides immediate open access to all content, supporting the global exchange of knowledge without financial, legal, or technical barriers.