Raditha Hapsari, Raditha
Lincoln University Canterbury

Published : 4 Documents
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CUSTOMERS’ PERCEPTIONS OF SERVICE QUALITY DIMENSIONS IN THE INDONESIAN BANKING INDUSTRY: AN EMPIRICAL STUDY Hussein, Ananda Sabil; Hapsari, Raditha
Journal of Indonesian Economy and Business Vol 30, No 1 (2015): January
Publisher : Journal of Indonesian Economy and Business

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (650.841 KB)

Abstract

This study aims to investigate the dimensions of hierarchical service quality in the area of the banking sector as well as to determine its relationships with other constructs, namely corpo-rate image and customer loyalty. One hundred and eleven respondents participated in this study. Partial Least Squares were employed to analyse the data. The inner and outer model evaluations showed that the proposed model was robust. This study found that the interaction quality, outcome quality and physical quality were the dimensions of service quality which were formed in the hierarchical model. In addition, this study indicated that service quality was a robust determinant of corporate image and customer loyalty in the banking sector. Similar to service quality, corporate image was also found to be an essential predictor of customer loyalty as well as the mediator between service quality and customer loyalty. To enhance the under-standing of service quality in the banking sector, further studies might add additional constructs such as brand engagement, perceived value, and customer experience.Keywords: service quality, image, loyalty, bank
CUSTOMERS’ PERCEPTIONS OF SERVICE QUALITY DIMENSIONS IN THE INDONESIAN BANKING INDUSTRY: AN EMPIRICAL STUDY Hussein, Ananda Sabil; Hapsari, Raditha
Journal of Indonesian Economy and Business Vol 30, No 1 (2015): January
Publisher : Faculty of Economics and Business, Universitas Gadjah Mada

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (650.841 KB) | DOI: 10.22146/jieb.7331

Abstract

This study aims to investigate the dimensions of hierarchical service quality in the area of the banking sector as well as to determine its relationships with other constructs, namely corpo-rate image and customer loyalty. One hundred and eleven respondents participated in this study. Partial Least Squares were employed to analyse the data. The inner and outer model evaluations showed that the proposed model was robust. This study found that the interaction quality, outcome quality and physical quality were the dimensions of service quality which were formed in the hierarchical model. In addition, this study indicated that service quality was a robust determinant of corporate image and customer loyalty in the banking sector. Similar to service quality, corporate image was also found to be an essential predictor of customer loyalty as well as the mediator between service quality and customer loyalty. To enhance the under-standing of service quality in the banking sector, further studies might add additional constructs such as brand engagement, perceived value, and customer experience.Keywords: service quality, image, loyalty, bank
The Role of Customer Engagement in Enhancing Passenger Loyalty in IndonesianAirline Industry: Relationship Marketing Approach Hapsari, Raditha; Clemes, Michael D; Dean, David
APMBA (Asia Pacific Management and Business Application) Vol 3, No 3 (2015)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (853.568 KB) | DOI: 10.21776/ub.apmba.2015.003.03.1

Abstract

Scholars and practitioners agree that organisations cannot rely on transactional marketing since customers demand more personalized goods and services. Consequently, organisations need to build a relationships based on a mutual exchange with their customers to satisfy their needs and wants and customer relationship emerged to enhance long-term customer profitability. Customer perceived value have been widely accepted as important antecedents improving customer loyalty. However, only a few published studies have the integrated customer engagement construct with the other important marketing constructs to examine the interrelationship among them. This research aims to examine the interrelationships among perceived value, customer engagement and customer loyalty. Focus group discussions, and a survey of 250 Indonesian airline passengers in East Java Province, Indonesia, were conducted to satisfy the research objectives. In order to carry out a comprehensive investigation of the relationship between variables, a quantitative approach is used in this study. The methods used to analyse the data are Confirmatory Factor Analysis (CFA) to test the model fit and Structural Equation Modelling (SEM) to test the hypothesis. Sobel’s test is also used to test the mediating role of customer engagement. The findings of this study indicate while customer perceived value consistently influences loyalty, customer engagement is also proven to be an antecedent of loyalty. Furthermore, customer engagement is also proven to play a mediating role which strengthens the relationship between perceived value and loyalty. The results of the empirical analysis is supported by previous studies that suggest customer engagement is a new construct that has an important role to play in enhancing passenger loyalty.
HOW QUALITY, VALUE AND SATISFACTION CREATE PASSENGER LOYALTY: AN EMPIRICAL STUDY ON INDONESIA BUS RAPID TRANSIT PASSENGER Hussein, Ananda Sabil; Hapsari, Raditha
The International Journal of Accounting and Business Society Vol 22, No 2 (2014)
Publisher : Accounting Department,

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (459.584 KB)

Abstract

This study aims to investigate the dimensions of service quality especially in the area of public transport as well asthe role of service quality in enhancing passenger’s value, satisfaction and loyalty. Partial Least Squares (PLS) with survey data from 152 BRT passengerswas used by this study. This study found that outcome quality, physical quality and interaction quality are the the primary dimensions of service quality. In addition, this study explained that service quality has a signifiant effect on passenger perceived value, satisfaction and loyalty. Apart from perceived service quality, this study also found that passenger satisfaction and perceived value are the essential determinants of passenger loyalty.Keywords: Bus Rapid Transit, Outcome quality, Interaction quality, Physical quality, service quality, satisfaction and loyalty.