The Empirical Study of Customer Satisfaction Model in Indonesian Service Industries

• Main Authors: Elaine-Septiana Susanto, 胡愛琳
• Other Authors: Ching-Chow Yang
• Format: Others
• Language: en_US
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/87292105294655572061

碩士 === 中原大學 === 工業與系統工程研究所 === 99 === Service sector has played an important role for the economic growth for many countries. Many service industries have pursued to enhance their performance and effectiveness with raising the customer satisfaction in order to survive and develop in the future. Service quality and customer orientation activities are the key factors to create the customer satisfaction. Many similar studies and researches on service quality have been conducted. Besides, some studies and researches related to the effect of customer satisfaction towards business performance also have been conducted. The purposes of this research are to build a model that conceptualized that allows Indonesian service industrial sector to obtain a better guidance, in order to enhance their business performance. The model is confirming the causal relationship between the following latent variables: customer orientation, service quality, customer satisfaction, and business performance by using structural equation model. The model is illustrated empirically in case study of service industry companies in Indonesia. The result of this research shows that customer orientation has significant impact to the service quality and then service quality also has significant impact for the customer satisfaction. When customers are satisfied, automatically it will give a good influence for the business performance of the company.