Articles

Growth Hack Service Framework for Boleh Dicoba Digital Company Based on Growth Hacking Framework and Value Co-Creation Framework

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BDD growth hack service practice is close to Bohnsack and Liesner (2019) and Kohtamäki & Rajala (2016) growth hack framework but lacking in data analysis and testing. The author suggested a new framework that combines the growth hack framework and the value co-creation framework. New operational instructions include value creation agreements and A/B testing based on comparative analysis. BDD should also remind clients about value creation and discuss value in exchange and value in use assignments. The new framework should increase service quality and resource availability of BDD growth hack service.

The Effect of Service Quality and the Mediating Role of Customer Satisfaction for Improving Service Loyalty in Hospital (Case Study on Annisa Hospital in Bogor Regency)

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Many of the industrial sectors have been affected by the covid-19 pandemic, such as health industry. Hospital is one of the health facilities that is needed by the public. West Java is an area that has been highly affected by this pandemic. To compete with others, Annisa Hospital must be ready to maintain their good services to patient and always controlling their performance day by day. Also, with provide great service quality will lead to customer satisfaction and maintain service loyalty. The research using 3 variables such as service loyalty(X), customer satisfaction(Z) as mediator, and service loyalty(Y). This research has proposed to see (1) the effect of service quality on customer satisfaction, (2) the effect of service quality on service loyalty, and (3) the effect of customer satisfaction on service loyalty. This research using quantitative method to collect the data, determined by 200 respondents as a sample. The data will be analyzed with path analysis and calculated with IBM SPSS Statistics. The result of this research found that there is indirect effect between service quality on service loyalty through customer satisfaction have a positive and significant effect with the p-value (0.000 <0.050), with a coefficient obtained of 0.248. The result has a significance value that (0,200 > 0.05) which means is normally distributed. Meanwhile the path analysis result on the effect of service quality on service loyalty through customer satisfaction obtain a significance value (p-value) smaller than α (<0.05). This research has a conclusion that Annisa hospital must maintain their service quality to created customer satisfaction and develop service loyalty.

A Study on Relationship between Service Quality and Customer Loyalty with Reference to Online Hotel Booking Apps

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Expeditious development of e-commerce sector in hotel and tourism industry helped a competitive edge to the hotel industry to expand their online market space. In order to be successful in the market it is not sufficient to attract new customers, managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. Online hotel reservation system is the best platform as it is beneficial to both customers and hotel management. Hotel booking procedure must be unblemished and convenient to attract new and existing customers through digital platforms. This article explores the relationship between service quality and customer loyalty with reference to online hotel booking apps. This study evaluates the appropriateness of service quality measurements in the context of online hotel booking apps. The scope of the study is to identify the factors attracting the users who use online hotel booking apps that helps to increase their loyalty in Kerala. The data are collected throughout structured questionnaire by using non-probability sampling method. The study reveals that there is a significant positive relationship between service quality and customer loyalty among online hotel booking apps.

The Guest Satisfaction Acceleration Strategy Based on Importance Performance Analysis of Solaris Hotel Kuta, Bali, Indonesia

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This research was conducted to determine the quality of service in increasing guest satisfaction at Hotel Solaris Kuta, service quality has five dimensions which include direct evidence (tangible), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empathy (empathy). The author uses research methods with data collection tools in the form of observation, questionnaires, and documentation. The sampling technique used accidental sampling, the sample used in this study amounted to 51 respondents. The data obtained comes from distributing questionnaires that have been tested with validity and reliability. The analysis techniques used in this study are servqual (Service Quality), IPA (Importance Performance Analysis). The results showed that the gap between positive and neutral servqual scores was more than the negative score gap, so it could be seen that the service quality of room attendants at Hotel Solaris Kuta had shown good service. Several indicators must be improved in terms of service quality, namely indicators of complete room facilities (Q1), room attendants who are neat and clean (Q3), and room attendants who are polite to guests (Q13). Meanwhile, indicators that need to be maintained for service quality are room attendants in keeping rooms looking clean (Q2), room attendants in paying attention to guest needs (Q4), room attendants’ readiness in serving guests (Q7), room attendants responding to complaints and wishes of guests (Q9).

The Important Role of Member Satisfaction in Building Loyalty of Fitness Members during Covid-19 Pandemic

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This scientific paper provides an overview of the weaknesses of fitness centers in building member satisfaction in increasing member loyalty. The basis of this scientific article arises from the desire of researchers to measure the level of satisfaction felt by fitness members to build the loyalty of all members. The essence of the research idea is as a form of important ideas conveyed to build a positive level of satisfaction of fitness members through quality service to build the loyalty of members who are increasingly loyal to the center fitness. The sample in this study used all data on the number of center members’ fitness. Referring to the research objectives following the right tools using the Structural Equation Model PLS-based (SEM) with the right measuring scale in previous studies using a quantitative approach. Service quality cannot build member loyalty independently. Good service quality can build member loyalty through the mediation of member satisfaction. The results of this study can contribute to building high member loyalty along with building member satisfaction as a mediation of the level of service quality perceived by members.

Mediation Role of Consumer Satisfaction, Consumer Experience, Price Perception, Quality of Service and Brand Image on Repurchasing Interest (Study at Empal Gentong Restaurant H. Apud Cirebon)

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The purpose of this study was to analyze the role of consumer satisfaction in mediating consumer experience, price perception, service quality and brand image on repurchase intention (case study of Empal Gentong H. Apud). The study involved 151 consumers of empal gentong H. Apud who had bought at least once in three months and were in the Cirebon area. Researchers used Partial Least Square (PLS) as a technique used to analyze measurements and structural models. This type of research is descriptive quantitative with the method used is a direct survey and using google form and the results of this study indicate that three variables have a positive and significant effect while the other five variables have a positive and insignificant effect and the last one has a negative and insignificant effect.

The Service Quality Management of the Fitness Center: The Relationship among 5 Aspects of Service Quality

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Service quality management is very important to service businesses. In a world where people’s needs are changing, the quality of service is becoming increasingly important. The objective of this study was to examine the relationship between the five areas of service quality in the fitness center business. The population of the study was people who use the fitness center for health in Phetchabun province, Thailand. 390 participants were the sample size. Questionnaires were collected by the convenience sampling method. Descriptive analysis and structural equation modeling were performed. The results revealed that (1) most of the participants were female, aged between 26-35 years, had a bachelor’s degree, and monthly income was less than 480 dollars, (2) the correlation coefficients values indicated that the correlation of all aspects of the service quality was interconnected, and (3) five variable pairs had the high correlation coefficients included Tangibility and Reliability, Tangibility and Empathy, Reliability and Responsiveness, Reliability and Assurance, and Reliability and Empathy. The result suggests that fitness center business executives or entrepreneurs should focus on all five aspects of service quality including tangibility, reliability, responsiveness, assurance, and empathy. This focus will enable executives to plan strategies better, to better meet the needs of users, and to succeed in the fitness center business both financially and sustainably.