THE EFFECT OF SERVICE QUALITY DIMENSION ON CUSTOMER SATISFACTION MODERATED WITH TANGGUNG RENTENG COMMITMENT
Abstract
This study empirically investigated the effect of service quality on customer satisfaction that was moderated with tanggung renteng (joint) commitment. This is considered as an iconic assurance by female cooperative members in East Java. In this study, 149 questionnaires were distributed to 40 groups of cooperative members in Surabaya. The results indicated that the tanggung renteng commitment moderated the impact of significant reliability, responsiveness, and quality assurance as the service dimensions on customer satisfaction. However, the tanggung renteng commitment was not significant in moderating empathy and tangible as the dimension of service quality for customer satisfaction.References
Berry, L.L., K. Sanders, and D. Grewal. 2002. Understanding Service Convenience. The Journal of Marketing, 66(1): 1-17.
Chakravarty, S., R. Widdows, and R. Feinberg. 1996. How moments of truth define bank-customer relationships. Journal of Retail Banking Services, 18(1): 29-34.
Cronin, J.J., M.K. Brady, dan G.T.M Hult. 2000. Assessing the effects of quality, value and customer satisfaction on consumer behavioral intentions in service environments. Journal of retailing, 76(2): 193-218.
Douglas, L. and R. Connor. 2003. “Attitudes To Service Quality – The Expectation Gap”. Nutrition and Food Science, 33(4): 165-172.
Duncan, E., and G. Elliot. 2004. Efficiency, customer service and financial performance among Australian financial institutions. The International Journal of Bank Marketing, 22(5): 319-342.
Guo, X., A. Duff, and M. Hair. 2008. Service quality measurement in the Chinse corporate banking market. International Journal of Bank Marketing, 26(5): 305-327.
Hair, F.J., R.E., Anderson, R.L.Tatham, and W.C.Black. 1998. Multivariate Data Analysis. Fifth Edition.Prentice-Hall International, Inc. New Jersey.
Iqbal, M.S., M.U. Hassan, S. Sharif, and U. Habibah. 2017. Interrelationship among Corporate Image, Service Quality,Customer Satisfaction, and Customer Loyalty: Testing the moderating impact of Complaint Handling. International Journal of Academic Research in Business and Social Sciences, 11(7): 2222-6990.
Lewis, B.R. and V.M. Mitchell. 1990. Defining and measuring the quality of customer service. Marketing Intelligence & Planning, 8(6): 11-17.
Lupiyoadi, R. 2001. Service Marketing Management: Theories and Practices. Jakrta: Salemba Empat. Jakarta.
Magesh, R. 2010. A Study on Qualityof Service as a Tool for Enhancement of Customer Satisfaction in Banks. Global Journal of Finance and Management, 2(1): 123-133.
Naeem, H., and I. Saif. 2009. Service quality and its impact on customer satisfaction: empirical evidence from the Pakistani Banking sector. The International Business and Economics Research Journal, 8(12): 85-99.
Oliver, L. Richard. 1993. A conceptual model of service quality and service satisfaction: compatible goals, different concepts, in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management, 2(3): 65-85.
Parasuraman, A., V.A. Zeithaml, and L.L. Berry. 1985. A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(1): 41-50.
Perng.Y.H. 2007. A Service Quality Improvement Dynamic Decision Support System for Refurbishment Contractors. Total Quality Management & Business Excellence, 18(7): 731-749.
Razak, R.M., C.S. Chong, and B. Lin. 2007. Service quality of a local Malaysian bank: Customers’ expectations, perceptions, satisfaction and loyalty. International Journal of Services and Standards, 3(1): 18-38.
Sureshchandlar, G.S., C. Rajendran, and R.N. Anantharaman. 2002. Determinants of customer perceived service quality: a confirmatory factor analysis approach. Journal of Service Marketing, 16(1): 9 – 34.
Solomon, R.C. 1998. The moral psychology of business: Care and compassion in the corporation. Business Ethics Quarterly, 8(1): 515-533.
Spathis, C., E. Petridou, and N. Glaveli. 2004. Managing service quality in banks: customers gender effects. EmeraldGroup Publishing Limited, 14(1): 90-102.
Tjiptono, F. 2003. Prinsip-Prinsip Total Quality Service. Edisi Pertama, Penerbit Andi Offset. Yogyakarta.
Tsoukatos, E. and G. Rand. 2006. Path analysis of perceived service quality, satisfactions and loyalty in Greek insurance. Managing Service Quality, 16(1): 501-519.
Wilson, A., V. Zeithaml, M. Bitner, and D. Gremier. 2008. Services Marketing: integrating customer focus across the firm. First European Edition.Mc-Graw Hill. United Kingdom.
Zeithaml, V.A., A. Parasuraman, and L.L. Berry. 1990. Delivering Quality Service. The Free Press. New York.
--------------, 2010. Anggaran Dasar dan Anggaran Rumah Tangga Koperasi Wanita Waspada. Surabaya.
