Article Sidebar

Download
PDF
Statistic
Read Counter : 42 Download : 16

Downloads

Download data is not yet available.

Main Article Content

Abstract

Customer satisfaction serves as a vital benchmark for measuring a company’s performance, especially within service-based industries. Companies often encounter issues such as inconsistent service delivery and disparities between pricing and perceived value. This research has goal to measure how service quality and pricing impact client satisfaction, both individually and collectively. Utilizing a descriptive quantitative approach and a survey-based methodology, data was gathered through a census of 40 active clients of PT. ABI. The questionnaire, constructed on SERVQUAL dimensions, Zeithaml’s price perception model, and Oliver’s satisfaction theory, employed a Likert scale for measurement. Analytical techniques included validity and reliability assessments, classical assumption testing, multiple linear regression, and significance testing via SPSS software. The Research proven that service quality and pricing have significantly influence customer complacency, both partially and in tandem. The Measurement of R² value 0.704 means that these two variables explain 70.4% of the variance in satisfaction levels. The study concludes that enhancing service standards and aligning pricing with customer-perceived value can significantly improve loyalty, trust, and overall satisfaction.

Keywords

Service Quality Price Customer Satisfaction

Article Details

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite
Ziliwu, R. S., Kusmiati, E., & Wufron. (2026). Determinant Factors of Customer Satisfaction from the SERVQUAL Perspective. Ilomata International Journal of Management, 7(1), 135-146. https://doi.org/10.61194/ijjm.v7i1.1879

References

  1. Aan, P. (2024). The effect of service quality on customer satisfaction at PT Hokindo Perkasa. Journal of Economic and Business Research, 12(2), 123–134.
  2. Al-Debei, M. M., Al-Lozi, E., & Papazafeiropoulou, A. (2013). Why people keep coming back to Facebook: Explaining and predicting continuance participation from utilitarian and hedonic perspectives. Decision Support Systems, 55(1), 65–78. https://doi.org/10.1016/j.dss.2012.12.032
  3. Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58(3), 53–66. https://doi.org/10.2307/1252310
  4. Bolton, R. N., & Drew, J. H. (1991). A multistage model of customers’ assessments of service quality and value. Journal of Consumer Research, 17(4), 375–384. https://doi.org/10.1086/208564
  5. Brady, M. K., & Cronin, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34–49. https://doi.org/10.1509/jmkg.65.3.34.1833
  6. Campbell, C. (2020). Price perception and consumer response. In Consumer behavior and pricing strategy (pp. 98–112). New York: Routledge.
  7. Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36(7/8), 811–828. https://doi.org/10.1108/03090560210430818
  8. Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55–68. https://doi.org/10.1177/002224299205600304
  9. Fauzi, R. D., & Pitriyani. (2022). The influence of price and service quality on consumer satisfaction at Sicepat Ekspres Jagakarsa in South Jakarta. Scientific Journal of Management, 10(1), 55–66. https://doi.org/10.54371/jms.v1i2.189
  10. Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56(1), 6–21. https://doi.org/10.1177/00222429920560010
  11. Ghozali, I. (2021). Application of multivariate analysis with IBM SPSS 26. Tembalang: Diponegoro University Publishing House.
  12. Grönroos, C. (2007). Service management and marketing: Customer management in service competition (3rd ed.). New Jersey: Wiley.
  13. Hanaysha, J. (2016). Testing the effects of food quality, price fairness, and physical environment on customer satisfaction in the fast-food restaurant industry. Journal of Asian Business Strategy, 6(2), 31–40. https://doi.org/10.18488/journal.1006/2016.6.2/1006.2.31.40
  14. Ismail, A., Haron, H., Ibrahim, D. N., & Isa, S. M. (2006). Service quality, client satisfaction and loyalty towards audit firms: Perceptions of Malaysian public listed companies. Managerial Auditing Journal, 21(7), 738–756. https://doi.org/10.1108/02686900610680521
  15. Kim, M. K., Park, M. C., & Jeong, D. H. (2004). The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services. Telecommunications Policy, 28(2), 145–159. https://doi.org/10.1016/j.telpol.2003.12.003
  16. Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). London: Pearson Education.
  17. Lovelock, C., & Wirtz, J. (2016). Services marketing: People, technology, strategy (8th ed.). London: Pearson.
  18. Lupiyoadi, R. (2013). Service marketing management. Jakarta: Salemba Empat.
  19. Mohsan, F., Nawaz, M. M., Khan, M. S., Shaukat, Z., & Aslam, N. (2011). Impact of customer satisfaction on customer loyalty and intentions to switch: Evidence from banking sector of Pakistan. International Journal of Business and Social Science, 2(16), 263–270.
  20. Muala, A. A., & Qurneh, M. A. (2012). Assessing the relationship between marketing mix and loyalty through tourists’ satisfaction in Jordan’s curative tourism. American Academic & Scholarly Research Journal, 4(2), 1–7.
  21. Nasution, M. N. (2018). Total quality management (TQM). Bogor: Ghalia Indonesia.
  22. Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York: McGraw-Hill.
  23. Parasuraman, A. P., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
  24. Rahman, M. S. (2012). Service quality, corporate image and customer’s satisfaction towards customers’ perception: An exploratory study on telecom customers in Bangladesh. Business Intelligence Journal, 5(1), 56–63.
  25. Setiadi, N. J. (2013). Consumer behavior: Contemporary perspectives on motives, goals, and desires. Jakarta: Prenadamedia Group.
  26. Sugiyono. (2019). Quantitative, qualitative, and R&D research methods. Bandung: Alfabeta.
  27. Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203–220. https://doi.org/10.1016/S0022-4359(01)00041-0
  28. Tjiptono, F. (2017). Marketing strategy (4th ed.). Yogyakarta: Andi.
  29. Tjiptono, F., & Chandra, G. (2012). Service, quality, and satisfaction. Yogyakarta: Andi.
  30. Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means–end model and synthesis of evidence. Journal of Marketing, 52(3), 2–22. https://doi.org/10.1177/002224298805200302