Meningkatkan Kepuasan Pelanggan dengan Peran Komunikasi Interpersonal yang Tepat dan Waktu Tunggu
Article Sidebar
Published:
May 18, 2022
Keywords:
friendliness; helpfulness; respectfulness; waiting time and customer satisfaction
Main Article Content
Abstract
Companies expect businesses to grow and develop. For this satisfaction has been an important issue in any business, by designing a good service is expected to satisfy consumers. This study aims to examine the impact of employee friendliness, respectfulness, helpfulness, waiting time on customer satisfaction with focus on low cost airlines. A total of 100 completed responses were collected in the survey. The sampling method in this research is simple random sampling. The data analysis used SmartPLS 3.0 as software. The findings of this research showed that employee friendliness, helpfulness, waiting time have positive and significant impact on customer satisfaction. Respecfulness have negative and unsignificant impact on customer satisfaction. This study have several limitations such as taking only two airliness of low cost carrier airliness which become the object of research. The managerial implications of this study provides suggestions for airlines service enterprises to further improve their service impact of respectfulness. Further investigation needs to be expanded by taking some of the objects that are similar research at the airlines too or other industry and by increasing the sample size to improve the results of consistency.
Downloads
Download data is not yet available.
Article Details
Section
Articles
References
Al-Azzam, A. F. M. (2015). The Impact of Service Quality Dimensions on Customer Satisfaction: A Field Study of Arab Bank in Irbid City, Jordan. In European Journal of Business and Management (pp. 7(15), 45–53). International Knowledge Sharing Platform. https://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.736.3256&rep=rep1&type=pdf
Alhelalat, J. A., Habiballah, M. A., & Twaissi, N. M. (2017). The Impact of Personal and Functional Aspects of Restaurant Employee Service Behaviour on Customer Satisfaction. International Journal of Hospitality Management, 66, 46–53. https://doi.org/10.1016/j.ijhm.2017.07.001
Ashworth, L., & Bourassa, M. A. (2020). Inferred Respect: A Critical Ingredient in Customer Satisfaction. European Journal of Marketing, 54(10), 2447–2476. https://doi.org/10.1108/EJM-11-2019-0853
Bahadur, W., Aziz, S., & Zulfiqar, S. (2018). Effect of Employee Empathy on Customer Satisfaction and loyalty During Employee–Customer Interactions: The Mediating Role of Customer Affective Commitment and Perceived Service Quality. Cogent Business and Management, 5(1), 1–21. https://doi.org/10.1080/23311975.2018.1491780
Benjarongrat, P., & Neal, M. (2017). Asia Pacific Journal of Marketing and Logistics. Asia Pacific Journal of Marketing and Logistics, 29(2), 432–452. https://doi.org/doi:10.1108/apjml-03-2016-0061
Boninsegni, M. F. ., Furrer, O., & Mattila, A. S. (2020). Dimensionality of Frontline Employee Friendliness in Service Encounters. Journal of Service Management, 32(3), 346–382. https://doi.org/10.1108/JOSM-07-2019-0214
Çelik, A. D. K. (2015). Bank Hospitality and Servicescape Evaluation by Bank Customers and Their Effects on Satisfaction. Theses, August, 1–35. http://i-rep.emu.edu.tr:8080/jspui/bitstream/11129/2807/1/celikayse.pdf
Farooq, M. S., Salam, M., Fayolle, A., Jaafar, N., & Ayupp, K. (2018). Impact of Service Quality on Customer Satisfaction in Malaysia Airlines: A PLS-SEM Approach. Journal of Air Transport Management, 67(December 2017), 169–180. https://doi.org/10.1016/j.jairtraman.2017.12.008
Ferreira, D. C., Marques, R. C., Nunes, A. M., & Figueira, J. R. (2021). Customers Satisfaction in Pediatric Inpatient Services: A Multiple Criteria Satisfaction Analysis. Socio-Economic Planning Sciences, 78(xxxx). https://doi.org/10.1016/j.seps.2021.101036
Ge, X. (2020). Oriental Wisdom for Interpersonal Life: Confucian Ideal Personality Traits (Junzi Personality) Predict Positive Interpersonal Relationships. Journal of Research in Personality, 89. https://doi.org/10.1016/j.jrp.2020.104034
Keshavarz, Y., & Jamshidi, D. (2018). Service Quality Evaluation and The Mediating Role of Perceived Value and Customer Satisfaction in Customer Loyalty. International Journal of Tourism Cities, 4(2), 220–244. https://doi.org/10.1108/IJTC-09-2017-0044
Lahap, J., Azlan, R. I., Bahri, K. A., Said, N. M., Abdullah, D., & Zain, R. A. (2018). The Effect of Perceived Waiting Time on Customer’s Satisfaction: A Focus on Fast Food Restaurant. International Journal of Supply Chain Management, 7(5), 259–266.
Lee, W. H., & Cheng, C. C. (2018). Less is More: A New Insight For Measuring Service Quality of Green Hotels. International Journal of Hospitality Management, 68(November 2016), 32–40. https://doi.org/10.1016/j.ijhm.2017.09.005
Liu, M. T., Yan, L., Phau, I., Perez, A., & Teah, M. (2016). Integrating Chinese Cultural Philosophies on the Effects of Employee Friendliness, Helpfulness and Respectfulness on Customer Satisfaction. Marketing Intelligence & Planning, 50(3). https://doi.org/doi.org/10.1108/EJM-01-2015-0025
Ludiya, H., & Nugroho, M. (2019). Pengaruh Bank Hospitality, Physical Environment terhadap Word of Mouth melalui Customer Satisfaction Pada PT Bank Negara Indonesia Wilayah Jakarta. Majalah Ilmiah Panorama Nusantara, 14(2).
Neghina, C., Bloemer, J., van Birgelen, M., & Caniëls, M. C. J. (2017). Consumer Motives and Willingness to Co-Create in Professional and Generic Services. Journal of Service Management, 28(1), 157–181. https://doi.org/10.1108/JOSM-12-2015-0404
Nunkoo, R., Teeroovengadum, V., Ringle, C. M., & Sunnassee, V. (2019). Service Quality and Customer Satisfaction: The Moderating Effects of Hotel Star Rating. International Journal of Hospitality Management, 1–15. https://doi.org/10.1016/j.ijhm.2019.102414
Ramseook-Munhurrun, P. (2016). Article information : A Critical Incident Techniques Investigation of Customer’s Waiting Experience in Serivce Encounter, 26(3), 246–272. https://doi.org/DOI 10.1108/JSTP-12-2014-0284
Shermin, N., & Rahaman, S. N. (2021). Assessment of Sanitation Service Gap in Urban Slums for Tackling COVID-19. Journal of Urban Management, 10(3), 230–241. https://doi.org/doi:10.1016/j.jum.2021.06.003
Song, H. J., Wang, J. H., & Han, H. (2019). Effect of Image, Satisfaction, Trust, Love, and Respect on Loyalty Formation for Name-Brand Coffee Shops. International Journal of Hospitality Management, 79(2019), 50–59. https://doi.org/10.1016/j.ijhm.2018.12.011
Song, M., & Noone, B. M. (2017). The Moderating Effect of Perceived Spatial Crowding on The Relationship Between Perceived Service Encounter Pace and Customer Satisfaction. International Journal of Hospitality Management, 65, 37–46. https://doi.org/doi:10.1016/j.ijhm.2017.06.005
Tasar, B., Ventura, K., & Cicekli, U. G. (2020). A Simulation Model for Managing Customer Waiting Time in Restaurants : Scenarios and Beyond. British Food Journal, 122(9), 2881–2894. https://doi.org/10.1108/BFJ-09-2019-0685
Truong, D., Pan, J. Y., & Buaphiban, T. (2020). Low Cost Carriers in Southeast Asia: How Does Ticket Price Change The Way Passengers Make Their Airline Selection? Journal of Air Transport Management, 86(May), 101836. https://doi.org/10.1016/j.jairtraman.2020.101836
Zhang, Y., & Shao, B. J. (2019). Influence of Service-Entry Waiting on Customer’s First Impression and Satisfaction: The Moderating Role of Opening Remark and Perceived in-Service Waiting. Journal of Service Theory and Practice, 29(5–6), 565–591. https://doi.org/10.1108/JSTP-12-2018-0271
Alhelalat, J. A., Habiballah, M. A., & Twaissi, N. M. (2017). The Impact of Personal and Functional Aspects of Restaurant Employee Service Behaviour on Customer Satisfaction. International Journal of Hospitality Management, 66, 46–53. https://doi.org/10.1016/j.ijhm.2017.07.001
Ashworth, L., & Bourassa, M. A. (2020). Inferred Respect: A Critical Ingredient in Customer Satisfaction. European Journal of Marketing, 54(10), 2447–2476. https://doi.org/10.1108/EJM-11-2019-0853
Bahadur, W., Aziz, S., & Zulfiqar, S. (2018). Effect of Employee Empathy on Customer Satisfaction and loyalty During Employee–Customer Interactions: The Mediating Role of Customer Affective Commitment and Perceived Service Quality. Cogent Business and Management, 5(1), 1–21. https://doi.org/10.1080/23311975.2018.1491780
Benjarongrat, P., & Neal, M. (2017). Asia Pacific Journal of Marketing and Logistics. Asia Pacific Journal of Marketing and Logistics, 29(2), 432–452. https://doi.org/doi:10.1108/apjml-03-2016-0061
Boninsegni, M. F. ., Furrer, O., & Mattila, A. S. (2020). Dimensionality of Frontline Employee Friendliness in Service Encounters. Journal of Service Management, 32(3), 346–382. https://doi.org/10.1108/JOSM-07-2019-0214
Çelik, A. D. K. (2015). Bank Hospitality and Servicescape Evaluation by Bank Customers and Their Effects on Satisfaction. Theses, August, 1–35. http://i-rep.emu.edu.tr:8080/jspui/bitstream/11129/2807/1/celikayse.pdf
Farooq, M. S., Salam, M., Fayolle, A., Jaafar, N., & Ayupp, K. (2018). Impact of Service Quality on Customer Satisfaction in Malaysia Airlines: A PLS-SEM Approach. Journal of Air Transport Management, 67(December 2017), 169–180. https://doi.org/10.1016/j.jairtraman.2017.12.008
Ferreira, D. C., Marques, R. C., Nunes, A. M., & Figueira, J. R. (2021). Customers Satisfaction in Pediatric Inpatient Services: A Multiple Criteria Satisfaction Analysis. Socio-Economic Planning Sciences, 78(xxxx). https://doi.org/10.1016/j.seps.2021.101036
Ge, X. (2020). Oriental Wisdom for Interpersonal Life: Confucian Ideal Personality Traits (Junzi Personality) Predict Positive Interpersonal Relationships. Journal of Research in Personality, 89. https://doi.org/10.1016/j.jrp.2020.104034
Keshavarz, Y., & Jamshidi, D. (2018). Service Quality Evaluation and The Mediating Role of Perceived Value and Customer Satisfaction in Customer Loyalty. International Journal of Tourism Cities, 4(2), 220–244. https://doi.org/10.1108/IJTC-09-2017-0044
Lahap, J., Azlan, R. I., Bahri, K. A., Said, N. M., Abdullah, D., & Zain, R. A. (2018). The Effect of Perceived Waiting Time on Customer’s Satisfaction: A Focus on Fast Food Restaurant. International Journal of Supply Chain Management, 7(5), 259–266.
Lee, W. H., & Cheng, C. C. (2018). Less is More: A New Insight For Measuring Service Quality of Green Hotels. International Journal of Hospitality Management, 68(November 2016), 32–40. https://doi.org/10.1016/j.ijhm.2017.09.005
Liu, M. T., Yan, L., Phau, I., Perez, A., & Teah, M. (2016). Integrating Chinese Cultural Philosophies on the Effects of Employee Friendliness, Helpfulness and Respectfulness on Customer Satisfaction. Marketing Intelligence & Planning, 50(3). https://doi.org/doi.org/10.1108/EJM-01-2015-0025
Ludiya, H., & Nugroho, M. (2019). Pengaruh Bank Hospitality, Physical Environment terhadap Word of Mouth melalui Customer Satisfaction Pada PT Bank Negara Indonesia Wilayah Jakarta. Majalah Ilmiah Panorama Nusantara, 14(2).
Neghina, C., Bloemer, J., van Birgelen, M., & Caniëls, M. C. J. (2017). Consumer Motives and Willingness to Co-Create in Professional and Generic Services. Journal of Service Management, 28(1), 157–181. https://doi.org/10.1108/JOSM-12-2015-0404
Nunkoo, R., Teeroovengadum, V., Ringle, C. M., & Sunnassee, V. (2019). Service Quality and Customer Satisfaction: The Moderating Effects of Hotel Star Rating. International Journal of Hospitality Management, 1–15. https://doi.org/10.1016/j.ijhm.2019.102414
Ramseook-Munhurrun, P. (2016). Article information : A Critical Incident Techniques Investigation of Customer’s Waiting Experience in Serivce Encounter, 26(3), 246–272. https://doi.org/DOI 10.1108/JSTP-12-2014-0284
Shermin, N., & Rahaman, S. N. (2021). Assessment of Sanitation Service Gap in Urban Slums for Tackling COVID-19. Journal of Urban Management, 10(3), 230–241. https://doi.org/doi:10.1016/j.jum.2021.06.003
Song, H. J., Wang, J. H., & Han, H. (2019). Effect of Image, Satisfaction, Trust, Love, and Respect on Loyalty Formation for Name-Brand Coffee Shops. International Journal of Hospitality Management, 79(2019), 50–59. https://doi.org/10.1016/j.ijhm.2018.12.011
Song, M., & Noone, B. M. (2017). The Moderating Effect of Perceived Spatial Crowding on The Relationship Between Perceived Service Encounter Pace and Customer Satisfaction. International Journal of Hospitality Management, 65, 37–46. https://doi.org/doi:10.1016/j.ijhm.2017.06.005
Tasar, B., Ventura, K., & Cicekli, U. G. (2020). A Simulation Model for Managing Customer Waiting Time in Restaurants : Scenarios and Beyond. British Food Journal, 122(9), 2881–2894. https://doi.org/10.1108/BFJ-09-2019-0685
Truong, D., Pan, J. Y., & Buaphiban, T. (2020). Low Cost Carriers in Southeast Asia: How Does Ticket Price Change The Way Passengers Make Their Airline Selection? Journal of Air Transport Management, 86(May), 101836. https://doi.org/10.1016/j.jairtraman.2020.101836
Zhang, Y., & Shao, B. J. (2019). Influence of Service-Entry Waiting on Customer’s First Impression and Satisfaction: The Moderating Role of Opening Remark and Perceived in-Service Waiting. Journal of Service Theory and Practice, 29(5–6), 565–591. https://doi.org/10.1108/JSTP-12-2018-0271