{"id":"https://openalex.org/W3127772011","doi":"https://doi.org/10.52238/ideb.v1i1.20","title":"Effect of Service Quality and Price on Customer Satisfaction","display_name":"Effect of Service Quality and Price on Customer Satisfaction","publication_year":2020,"publication_date":"2020-08-17","ids":{"openalex":"https://openalex.org/W3127772011","doi":"https://doi.org/10.52238/ideb.v1i1.20","mag":"3127772011"},"language":"en","primary_location":{"id":"doi:10.52238/ideb.v1i1.20","doi":"https://doi.org/10.52238/ideb.v1i1.20","is_oa":true,"landing_page_url":"https://doi.org/10.52238/ideb.v1i1.20","pdf_url":"https://ejournal.jic.ac.id/ideb/article/download/20/1","source":{"id":"https://openalex.org/S4210213695","display_name":"International Journal of Digital Entrepreneurship and Business","issn_l":"2723-5432","issn":["2723-5432"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Digital Entrepreneurship and Business","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://ejournal.jic.ac.id/ideb/article/download/20/1","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5091680560","display_name":"Safirah Ramadhaniati","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Safirah Ramadhaniati","raw_affiliation_strings":["STIE Jakarta International College"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"STIE Jakarta International College","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5038953323","display_name":"Evi Yulia Susanti","orcid":"https://orcid.org/0000-0002-0476-8661","observed_orcids":["https://orcid.org/0000-0002-0476-8661"]},"institutions":[{"id":"https://openalex.org/I4405279027","display_name":"Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta","ror":"https://ror.org/00xmxzy70","country_code":"ID","type":"education","lineage":["https://openalex.org/I4405279027"]}],"countries":["ID"],"is_corresponding":true,"raw_author_name":"Evi Susanti","raw_affiliation_strings":["STIE Jakarta International College, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"STIE Jakarta International College, Indonesia","institution_ids":["https://openalex.org/I4405279027"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5060270097","display_name":"Arjuna Wiwaha","orcid":"https://orcid.org/0000-0002-1674-1829","observed_orcids":["https://orcid.org/0000-0002-1674-1829"]},"institutions":[{"id":"https://openalex.org/I4405279027","display_name":"Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta","ror":"https://ror.org/00xmxzy70","country_code":"ID","type":"education","lineage":["https://openalex.org/I4405279027"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Arjuna Wiwaha","raw_affiliation_strings":["STIE Jakarta International College, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"STIE Jakarta International College, Indonesia","institution_ids":["https://openalex.org/I4405279027"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5075637562","display_name":"Isthi Wahyuning Tyas","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Isthi Wahyuning Tyas","raw_affiliation_strings":["STIE Jakarta International College"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"STIE Jakarta International College","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5038953323"],"corresponding_institution_ids":["https://openalex.org/I4405279027"],"apc_list":null,"apc_paid":null,"fwci":1.3504,"has_fulltext":true,"cited_by_count":17,"citation_normalized_percentile":{"value":0.85303006,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":99},"biblio":{"volume":"1","issue":"1","first_page":"1","last_page":"10"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.6190999746322632,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.6190999746322632,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.3752000033855438,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14358","display_name":"Healthcare Quality and Satisfaction","score":0.002400000113993883,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9819999933242798},{"id":"https://openalex.org/keywords/price","display_name":"price","score":0.9490000009536743},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":1.0},{"id":"https://openalex.org/keywords/logistics-services","display_name":"logistics services","score":0.6119999885559082}],"concepts":[{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7815164923667908},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.7271659970283508},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6596824526786804},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5621997117996216},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.5354523658752441},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5326437950134277},{"id":"https://openalex.org/C39896193","wikidata":"https://www.wikidata.org/wiki/Q380344","display_name":"Descriptive statistics","level":2,"score":0.5048702359199524},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.48100075125694275},{"id":"https://openalex.org/C152877465","wikidata":"https://www.wikidata.org/wiki/Q208042","display_name":"Regression analysis","level":2,"score":0.46803027391433716},{"id":"https://openalex.org/C48921125","wikidata":"https://www.wikidata.org/wiki/Q10861030","display_name":"Linear regression","level":2,"score":0.4385339319705963},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.24212846159934998},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.22003787755966187},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.06952255964279175},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.52238/ideb.v1i1.20","doi":"https://doi.org/10.52238/ideb.v1i1.20","is_oa":true,"landing_page_url":"https://doi.org/10.52238/ideb.v1i1.20","pdf_url":"https://ejournal.jic.ac.id/ideb/article/download/20/1","source":{"id":"https://openalex.org/S4210213695","display_name":"International Journal of Digital Entrepreneurship and Business","issn_l":"2723-5432","issn":["2723-5432"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Digital Entrepreneurship and Business","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.52238/ideb.v1i1.20","doi":"https://doi.org/10.52238/ideb.v1i1.20","is_oa":true,"landing_page_url":"https://doi.org/10.52238/ideb.v1i1.20","pdf_url":"https://ejournal.jic.ac.id/ideb/article/download/20/1","source":{"id":"https://openalex.org/S4210213695","display_name":"International Journal of Digital Entrepreneurship and Business","issn_l":"2723-5432","issn":["2723-5432"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Digital Entrepreneurship and Business","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W3127772011.pdf","grobid_xml":"https://content.openalex.org/works/W3127772011.grobid-xml"},"referenced_works_count":20,"referenced_works":["https://openalex.org/W156974733","https://openalex.org/W1135672486","https://openalex.org/W1541806333","https://openalex.org/W1554342909","https://openalex.org/W2072357916","https://openalex.org/W2205942995","https://openalex.org/W2252959518","https://openalex.org/W2293667634","https://openalex.org/W2520335868","https://openalex.org/W2556900925","https://openalex.org/W2612248571","https://openalex.org/W2794575042","https://openalex.org/W2804650824","https://openalex.org/W2884602906","https://openalex.org/W2939978793","https://openalex.org/W2958685730","https://openalex.org/W2991494671","https://openalex.org/W3081706499","https://openalex.org/W3185627636","https://openalex.org/W4300009529"],"related_works":["https://openalex.org/W7213546664","https://openalex.org/W7217881584","https://openalex.org/W4408234074","https://openalex.org/W7166568476","https://openalex.org/W4410248860","https://openalex.org/W7218195276","https://openalex.org/W4286662742","https://openalex.org/W4385604872","https://openalex.org/W4390548262","https://openalex.org/W7216469717"],"abstract_inverted_index":{"The":[0,56],"determinants":[1],"of":[2,18,38,75],"customer":[3,24,69],"satisfaction":[4,70],"are":[5],"service":[6,19,60,95],"quality":[7,20,61],"and":[8,21,49,62],"price.":[9],"Therefore,":[10],"this":[11],"study":[12],"aimed":[13],"to":[14],"determine":[15],"the":[16,42,78],"effects":[17],"price":[22,63],"on":[23,68],"satisfaction.":[25],"This":[26],"research":[27,92],"was":[28,47],"conducted":[29],"at":[30],"a":[31,35,65,72],"Forwarding":[32],"Company,":[33],"with":[34,71],"total":[36],"sample":[37],"78":[39],"respondents.":[40],"Meanwhile,":[41,77],"data":[43],"analysis":[44],"method":[45],"used":[46],"descriptive":[48],"multiple":[50],"linear":[51],"regression":[52],"using":[53],"SPSS":[54],"25.":[55],"results":[57],"showed":[58],"that":[59],"has":[64],"significant":[66],"effect":[67],"determination":[73],"coefficient":[74],"50%.":[76],"remaining":[79],"50%":[80],"is":[81,97],"influenced":[82],"by":[83],"other":[84],"variables,":[85],"which":[86],"have":[87],"been":[88],"widely":[89],"studied.":[90],"However,":[91],"in":[93],"forwarding":[94],"companies":[96],"rarely":[98],"conducted.":[99]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":10},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":1}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2021-02-15T00:00:00"}