Identify Attributes of Service Quality Factors and Other Factors Affecting Calla SPA Customer Satisfaction

Nguyen Van Nhan; Hồng Thị Thu Trang; Trần Thị Thúy Vân

doi:10.58777/rbm.v2i2.215

Authors

Nguyen Van Nhan Asia & World Enterprise Resources Center
Hồng Thị Thu Trang Business Management student at the University of Zimbabwe
Trần Thị Thúy Vân Asia & World Enterprise Resources Center

DOI:

https://doi.org/10.58777/rbm.v2i2.215

Keywords:

Spa Beauty, Service quality, Price, Location, Satisfaction, Calla Spa

Abstract

This research aimed to identify the factors influencing customer satisfaction at Calla SPA, focusing on service quality attributes such as Tangibility, Reliability, Ability to meet expectations, and Assurance, as well as other factors like price and location of Calla SPA offices. Both qualitative and quantitative methods were utilized, including document research, in-depth interviews, group discussions, and surveys. Results indicated that service quality (β3) had the strongest impact on satisfaction, followed by price (β1) and location of the SPA (β2). SPSS testing confirmed the reliability of the scale (α = 0.70 to 0.95), with total correlation coefficients above 0.3, KMO values between 0.5 and 1, and significance levels (Sig) below 0.05. These findings provide a foundation for Calla SPA's management to enhance customer satisfaction through service quality improvements, thereby aiding in market share retention, market expansion, and revenue growth. Furthermore, the research contributes to the theoretical understanding of service quality and customer satisfaction within the SPA industry

References

Achrol, R., & Kotler, P. (2016). Marketing’s Lost Frontier: The Poor. Markets, Globalization & Development Review:The Official Journal of the International Society of Markets and Development, 1(1), 1–39. https://doi.org/10.23860/MGDR-2016-01-01-03

Brady, M. K., & Cronin Jr, J. J. (2001). Customer orientation: Effects on customer service perceptions and outcome behaviors. Journal of service Research, 3(3), 241-251. https://doi.org/10.1177/109467050133005

Brady, M. K., & Cronin Jr, 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.65.3.34.183

Cronin Jr, J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of marketing, 58(1), 125-131. https://doi.org/10.1177/00222429940580011

Cronin Jr, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of retailing, 76(2), 193-218. https://doi.org/10.1016/S0022-4359(00)00028-2

Indah, D. R. (2019). Pengaruh Kualitas Pelayanan, Harga dan Lokasi terhadap Keputusan Penggunaan Jasa Pengiriman Barang PT. Citra Van Titipan Kilat Kota Langsa. Jurnal Samudra Ekonomika, 3(1), 1-8. https://doi.org/10.32493/skr.v7i1.4570

Kartika, H., Kholil, M., & Bakti, C. S. (2020). Service quality and customer satisfaction in furniture sector installation services. Journal of Industrial Engineering & Management Research, 1(2), 103-111. https://doi.org/10.7777/jiemar.v1i2.44

Kartika, T., Firdaus, A., & Najib, M. (2020). Contrasting the drivers of customer loyalty; financing and depositor customer, single and dual customer, in Indonesian Islamic bank. Journal of Islamic Marketing, 11(4), 933-959. https://doi.org/10.1108/JIMA-04-2017-0040

Korowa, E., Sumayku, S., & Asaloei, S. (2018). Pengaruh kelengkapan produk dan harga terhadap pembelian ulang konsumen (studi kasus Freshmart Bahu Manado). Jurnal Administrasi Bisnis (JAB), 6(3). https://doi.org/10.35797/jab.v6.i003.25p

Kotler, P. (2012). Kotler on marketing. Simon and Schuster.

Kotler, P., & Armstrong, G. (2012). Prinsip-Prinsip Pemasaran Edisi 12. Jakarta: Erlangga.

Kotler, P., & Armstrong, G. M. (2010). Principles of marketing. Pearson Education India. http://lms.aambc.edu.et:8080/xmlui/bitstream/handle/123456789/54/marketing%20pdf.pdf?sequence=1&isAllowed=y

Kotler, Philip and Kevin Lane Keller. (2012). Marketing Management, Edition 14, England: Pearson Education.

Maramis, F. S., Sepang, J. L., & Soegoto, A. S. (2018). Pengaruh Kualitas Produk, Harga Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Pt. Air Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 6(3). https://doi.org/10.35794/emba.6.3.2018.20411

Mittal, V., & Kamakura, W. A. (2001). Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderating effect of customer characteristics. Journal of marketing research, 38(1), 131-142.

Nhân, N. V., & Lực, N. V. (2023). Service Quality Factors Impact on Customer Satisfaction: Research at Loc Lam Furniture Trading Service Co. Ltd. Malaysian Journal of Business, Economics and Management, 54-62.

Nanda, A. Y. (2018). Analisis Strategi Pemasaran yang Efektif bagi Pengguna E- Commerce. Jurnal Manajemen Dan Inovasi (MANOVA), 1(1). https://doi.org/10.15642/manova.v1i1.346

Panjaitan, J. E. (2016). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada JNE Cabang Bandung. DeReMa Jurnal Manajemen, 11(2). https://doi.org/10.19166/derema.v11i2.197

Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12-40. https://psycnet.apa.org/record/1989-10632-001

Sabran, B. (2012). Manajemen Pemasaran. Jakarta: Erlangga.

Sari, A. T. P. (2017). ‘Tidak Menang Tampang Doang’: Kombinasi Outer dan Inner Beauty di Kalangan Mahasiswi. ETNOSIA: Jurnal Etnografi Indonesia, 2(1), 1-18. https://doi.org/10.21070/pedagogia.v5i2.263

Setiyono, J., & Sutrimah, S. (2016). Analisis Teks dan Konteks Pada Iklan Operator Seluler (XL dengan Kartu AS). Pedagogia: Jurnal Pendidikan, 5(2), 297-310. https://doi.org/10.21070/pedagogia.v5i2.263

Sholikah, I., Safitri, U. R., & TNK, A. F. A. (2020). Pengaruh Kualitas Pelayanan, Harga Dan Lokasi Terhadap Kepuasan Konsumen (Studi Kasus Pada Konsumen Paras Snack Di Kabupaten Boyolali Tahun 2019). EKOBIS: Jurnal Ilmu Manajemen dan Akuntansi, 8(2), 41-48. https://doi.org/10.36596/ekobis.v8i2.475

Sihombing, L. A., Suharno, S., Kuleh, K., & Hidayati, T. (2023). The Effect of Price and Product Quality on Consumer Purchasing Decisions through Brand Image. International Journal of Finance, Economics and Business, 2(1), 44-60.

Sirgy, M. J., Michalos, A. C., Ferriss, A. L., Easterlin, R. A., Patrick, D., & Pavot, W. (2006). The qualityity-of-life (QOL) research movement: Past, present, and future. Social indicators research, 76, 343-466. https://doi.org/10.1007/s11205-005-2877-8

Tjiptono, F. (2015). Strategi Pemasaran (Edisi Keempat). Yogyakarta: CV Andi.

Tjiptono, F. (2017). Service Management Mewujudkan Layanan Prima. Yogyakarta: Andi CV. Tjiptono, F. (2019). Strategi pemasaran. Yogyakarta: Andi CV

Tjiptono, F. (2017). Service, quality, dan satisfaction.

Van Nhan, M. N., Van, M. T. T. T., & Van Luc, M. N. Impact of Service Quality Factors on Customer Satisfaction: Research at Loc Lam Furniture Trading Service Co., Ltd. https://doi.org/10.61463/ijset.vol.9.issue5.101

Thúy Vân, T. T., Văn Nhân, N., & Văn Lực, N. (2023, October 6). Job stress and turnover intention through employees job attitude: Finding out at district hospital, ho chi Minh city. https://doi.org/10.61463/ijset.vol.9.issue5.102

Văn Nhân, N., & Hồng Thu Trang, T. (3/2024). Intention to stay work, factors to participate in work at some beauty SPA in HO chi Minh city. Retrieved March 27, 2024, from Ijset.in website: https://www.ijset.in/wp-content/uploads/IJSET_V12_issue2_542.pdf

Văn Nhân, N., Thúy Vân, T. T., & Van Luc, N. (2023). Impact of service quality factors on customer satisfaction: Research at Loc lam furniture trading service co., ltd.

Văn Nhân, Nguyễn, & Văn Lực, N. (2023). Service Quality factors impact on Customer Satisfaction: Research at Loc lam furniture trading service co. Ltd. Malaysian Journal of Business, Economics and Management, 54–62. https://doi.org/10.56532/mjbem.v2i2.18

Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2006). Services marketing: Integrating customer focus across the firm. McGraw-Hill/Irwin. http://repository.vnu.edu.vn/handle/VNU_123/84988