Factors Accociated With Participant's satisfaction For Scientific Article Writing Training
Abstract
Customer satisfaction plays an important role in government and private organization has been recognized. The aim of this study was to examine the effect of service quality, customer value and trust on satisfaction of training participant for article publication. The population of the study was lectures who attended training for article publication and the number of usable sample was 70 respondents. In order to testing the hypotheses, the study performs PLS. The results of analysis revealed that service quality, cutomer value, and trust were found to have significant effect on satisfaction of training participant for article publication. Specifically, trust was registered to have the strongest effect on saisfaction, followed by customer satisfaction and service quality. The study’s findings recommended increasing implementation of service quality, customer value, and trust
Â
Keywords: Service Quality; Customer value; Trust; Satisfaction.
Full Text:
PDFReferences
Arifin, S. (2011). Pengaruh Kepercayaan, Fasilitas Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Hotel Jepara Indah. Jurnal Dinamika Ekonomi & Bisnis, 8, 67–78.
Bricci, L., Fragata, A., & Antunes, J. (2016). The Effects of Trust, Commitment and Satisfaction on Customer Loyalty in the Distribution Sector. Journal of Economics, Business and Management, 4(2), 173–177. https://doi.org/10.7763/JOEBM.2016.V4.386
Budaya, I. (2017). Pemasaran Internal Dan Kualitas Pelayanan Terhadap Kepuasan Mahasiswa STIE Sakti Alam Kerinci. Benefita, 2(2), 102–109.
Febriani, V. A. (2017). Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen. E-Journal Administration Bisnis, 5(1), 165–179.
Griffin, J. (2007). Customer Loyalty. Mc. Graw Hill, Seventh Edition, New York.
Kotler, P. (2011). Manajemen Pemasaran. Indonesia PT. Erlangga.
Kotler, P. (2017). Marketing Management. 16th Edition, Prentice-Hall, New Jersey.
Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004). Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context. Journal of the Academy of Marketing Science, 32(3), 293–311. https://doi.org/10.1177/0092070304263330
Parasuraman, A., Berry, L., L., & Zeithaml, V., A. (1991). Refinement and Reassessment of the SERVOUAL Scale. Journal of Retailing, 67(4), 420–50.
Ristekdikti. (2016). Panduan Pelaksanaan Penelitian Dan Pengabdian Kepada Masyarakat Di Perguruan Tinggi Edisi X Tahun 2016. Aging (Vol. 7). https://doi.org/10.1017/CBO9781107415324.004
Schiffman, L., & Kanuk, L. L. (2007). Consumer Behavior. PT Indeks.
Sefnedi. (2016). Pengaruh Kualitas Pelayanan terhadap Loyalitas Publik dengan Kepuasan Publik sebagai Variabel Intervening: Pran Nilai pelanggan sebagai Moderasi. E-Jurnal Apresiasi Ekonomi, 4(3), 154–164.
Setiawan, H., & Sayuti, A. J. (2017). Effects of Service Quality, Customer Trust and Corporate Image on Customer Satisfaction and Loyalty: An Assessment of Travel Agencies Customer in South Sumatra Indonesia. IOSR Journal of Business and Management, 19(05), 31–40. https://doi.org/10.9790/487X-1905033140
Siswadhi, F. (2016). adalah 2,0 32 untuk penelitian ini (α = 5%). Variabel kualitas pelayanan memiliki nilai t, 1(October), 177–183.
Sugiati, T., Thoyib, A., Hadiwidjoyo, D., & Setiawan, M. (2013). The Role of Customer Value on Satisfaction and Loyalty (Study on Hypermart’s Customers). International Journal of Business and Management Invention ISSN (Online, 2(6), 65–70.
Vedadi, A., Kolobandi, A., & Khazaei, P. H. (2013). The Effect of Customer Value and Satisfaction on Customer Loyalty: The Moderating Role of Ethical Reputation. International of Basic Sciences and Applied Research, 2(5), 453–458.
DOI: https://doi.org/10.31846/jae.v6i1.28
Refbacks
- There are currently no refbacks.
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
e-Jurnal Apresiasi Ekonnomi Indexed by:
 
 
     