The aim of this research is to investigate the gap or SERVQUAL scale amongst the findings of the previous studies for missing investigations and the impression to apply for overall standard quality management of three variables such as independent variable (Service quality), mediator variable (Patients’ Satisfaction) and dependent variable (Patients’ Loyalty) in Jordanian health care sector. Moreover, the current study aims to clarify the effects of the Total Quality Management (TQM) represented collectively by a specific strategy, leadership management, human resource focus information, client focus, method management, and analysis method management on customer loyalty. In order to test the objectives, a random sample size consisting of 800 national and international patient’s expectations from the private and public hospitals in the central region of Jordan was collected. The quantitative analysis was designed to conduct the survey, questionnaires, and gather the primary information to determine the category of data and techniques of data collection. The response data were analyzed using the IBM SPSS 19.00 version and Amos 20.00 version to assess the response value, descriptive statistic, screenings of the data composed of linearity and homoscedasticity, correlations, reliability, and validity. Multiple reliability results indicated that the dimensions of each experimental variables were considered reliable and satisfactory. Based on the outcome, this study verified that customer satisfaction carries a weak mediating effect. Moreover, the results exhibited that TQM had had a significant impact on both customer loyalty and customer satisfaction.

Recently, the importance of service quality in various industries has gained much attention. Along with the development of technology, firms offer self-service technology to serve customers and create customer satisfaction. This aims to achieve positive behavioral intention, which could potentially become behavioral loyalty. This study aims to analyze how SST-Servqual affects customer satisfaction, behavioral intention, and behavioral loyalty mediated by corporate reputation in the Indonesian public service sector. We collected data from 400 self-service technology users through an online survey. To answer all hypotheses, we use Structural Equation Modeling with Lisrel 8.71. The results prove that SST-Servqual affected satisfaction, behavioral intention, and behavioral loyalty, both directly and indirectly, through company reputation. This research provides knowledge for the Indonesian service industry to build new technologies for increasing satisfaction, positive behavioral intentions, and behavioral loyalty.

The purpose of this study was to determine the effect of utilitarian value and service quality on customer satisfaction to increase repurchase. The population in this study were SMEs consumers and the sampling technique used was non-probability sampling, while the non-probability sampling technique used was purposive sampling. The number of samples in this study were 128 respondents. The instrument used to obtain data was by using a questionnaire. The research method was quantitative, the data obtained were based on answers from respondents to the questionnaire, analyzed by statistical techniques of multiple linear regression analysis, the regression model was tested with classical assumptions in order to meet the requirements and was feasible to use to predict the effect of independent variables on the dependent variable. The results of the regression calculations were tested by t-test and coefficient of determination, while the results of mediation calculations were tested by path analysis and Sobel tests with the help of the SPSS for Windows version 25.0 program. After analyzing the data, the following results and conclusions were obtained: (1) Utilitarian Value has a positive and significant effect on Customer Satisfaction (2) Service Quality has a positive and significant effect on Customer Satisfaction (3) Utilitarian Value has no effect on Repurchase Intention (4) Service Quality has no positive and significant effect on Repurchase Intention, (5) Customer Satisfaction has a positive and significant effect on Repurchase Intention,(6) Utilitarian Value through Customer Satisfaction has a significant effect on Repurchase Intention. (7) Service Quality through Customer Satisfaction has a significant effect to Repurchase Intention.

This paper evaluates factors influencing the player loyalty with golf courses. The main factors include service quality, perceived value, customer (player) satisfaction, and golf course image. The results indicate that in the golf course business in the Northern Vietnam, factors such as perceived value and customer satisfaction had significant impacts on player’s loyalty. Service quality did not have any direct impact on player’s loyalty but highly influenced player loyalty through other mediators. Golf course image that had not been studied in the golf tourism business before, was also proved its significant role on impacting the golfer loyalty.

The presence of Islamic banking in Indonesia is to provide banking services for Muslim communities who need banks in accordance with sharia (Islamic law). Empirical facts show that the Muslim population using Islamic banks is approximately 14% of the total population. Meanwhile, Islamic banking assets are less than 5% of the total national banking assets. This shows that there are problems in customer loyalty of the Islamic banking industry in Indonesia. This study aimed to examine and explain the direct and indirect effects of the variables of religiosity, service quality, satisfaction, and trust on Islamic bank customer loyalty through a study on Islamic bank customers in the Special Capital Region (DKI) of Jakarta. The paradigm used in this research was quantitative positivist using survey methods in data collection. The population in this study was Islamic bank customers in DKI Jakarta, and the number of samples was 120 with a purposive sampling method. Data analysis was performed by descriptive and inferential analysis using SmartPLS statistical computational tools version 3.3.2. The results of the study indicated that religiosity, service quality, and satisfaction significantly directly affected loyalty. There was not enough evidence to state that trust directly affected the loyalty of Islamic bank customers. In testing the indirect effect, customer satisfaction partially mediated the effect of service quality on loyalty; however, it failed to mediate the effect of religiosity on loyalty. There was not enough evidence to state that trust mediated the effect of religiosity and service quality on customer loyalty of Islamic banks in DKI Jakarta.

This research aims to know and analyze the direct and indirect impacts of service quality and ticket price policy on trust and also its impact on the passenger loyalty of Soekarno-Hatta Airport Train, Cengkareng, Indonesia. The main problems are that the service quality provided by Soekarno-Hatta Airport Train is not maximal and that the ticket price of the Soekarno-Hatta Airport Train is relatively expensive because the passengers still have to use another transportation mode to go to the station. This research uses a quantitative approach with Structural Equation Modelling, assisted by the Lisrel program with a sample of as many as 150 passengers. The results of this research prove that service quality and ticket price policy have both direct and indirect impacts on passenger loyalty through the mediation of passenger trust. The key finding is that the policymakers can take advantage of the findings of this research, especially the crucial aspects in the questionnaires on service quality and ticket price policy which are considered not optimal by the passengers of Soekarno-Hatta Airport Train. So, passenger loyalty can be enhanced through the improvement of service quality and ticket price policy supported by passenger trust.

The purpose of this study was to determine the effect of service quality and marketing mix on customer satisfaction and repurchase intention. The sampling method used in this research is non-probability sampling with purposive sampling technique. The total sample in this study was 212 respondents. Methods of data collection using an online questionnaire. The data analysis used is instrument validity and reliability test, classical assumption test, hypothesis test and path analysis using SPSS 25.0 for windows program. The results of this study indicate that all items for each variable are valid and reliable. Both structural models meet the criteria for the classical assumption test with no multicollinearity, heteroscedasticity, and normality assumption. Based on the results of the t test for the service quality variable, it has a significant effect on customer satisfaction. The marketing mix variable has a significant effect on customer satisfaction and repurchase intention. The service quality and the customer satisfaction also have significant effects on repurchase intention.

Customer retention (CR) has become increasingly important due to high competition among hotels and countries. However, most of previous studies focus on this variable in the context of restaurants. This study aims to examine the factors that affect the CR among customers of five-star hotels in Jordan. Based on the literature, the study proposes that physical environment (PE), customer satisfaction (CS), service quality (SQ), and perceived consumption value (PCV) will affect the CR. In addition, the study proposes that hotel perceived value (HPV) will mediate the effects between the variable. The population of this study is the hotels in Amman, the capital of Jordan. Using a random sampling technique, a total of 301 responses are collected from seven brands. The findings indicated that PE, SQ, PCV, and CS were important predictors of CR. The findings also show that HPV mediated partially the effect of PE and SQ on CR while a full mediator was found between CS and CR. Decision makers are advised to improve the PE and the HPV.

This study aims to investigate several factors that influence the behavioral intentions of full-service airlines’ passengers in the air transportation industry in Indonesia. The possibility that consumers have behavioral intentions will be characterized by intention to repurchase, desire to provide recommendations to others, and have a willingness to pay a premium price. Some factors that are considered to influence behavioral intentions, both directly and indirectly, are service quality, brand credibility, and brand experience. Respondents in this study were select-ed based on purposive sampling with the criteria that the respondents were full-service passengers who were willing to fill out a questionnaire.

The purpose of this study is to determine the impact of applying the principles of Good Corporate Government on the quality of alms services and measure the effect of these service standards on the compliance and satisfaction of alms services for alms payer (muzzaki). The method used in this research is Structural Equation Modeling (SEM) model measurement test with simple random sampling technique and the data is processed using AMOS 22 software. The benefit of this research is to find out whether the application of the principles of Good Corporate Government is able to influence compliance and muzzaki satisfaction in paying their alms obligations so that alms management organizations can find out what factors need to be considered in optimizing their participation in fulfilling their alms obligations with full awareness.