scholarly journals Analysis of Effect of Physical Evidence and Service Assurance on Customer Satisfaction and Customer Loyalty in using Car Rental Service (PT Pusaka Prima Transport Cases)

2017 ◽  
Vol 180 ◽  
pp. 012256
Author(s):  
A Rachman
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Physical Evidence ◽  
Car Rental ◽  
Service Assurance

scholarly journals PENGUKURAN KUALITAS PELAYANAN (Servqual – Parasuraman) DALAM MEMBENTUK KEPUASAN PELANGGAN SEHINGGA TERCIPTA LOYALITAS PELANGGAN

2019 ◽  
Vol 4 (1) ◽  
pp. 45-64
Author(s):  
Sinollah Sinollah ◽  
Masruroh Masruroh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Employee Performance ◽  
Survey Method ◽  
Static Test ◽  
Physical Evidence ◽  
The Difference

ABSTRACTThis study aims to analyze customer satisfaction at Mayang Collection, test and explain the effect of servqual dimension service quality (physical evidence, reliability, responsiveness, confidence, and empathy) on customer satisfaction at Mayang Collection, and test and explain the effect of customer satisfaction on customer loyalty on Mayang Collection.The population in this study were customers of the Mayang Collection Kepanjen store who had a member card and made a repeat purchase. Population research or population study so that the number of samples in this study is a number of population, amounting to 93 respondents. The method used in this research is explanatory survey method, which is a method used to explain causal relationships between variables through hypothesis testing (Nazir, 2005).Based on the results of the static test all the indicators in this study are valid, and the variables are reliable. The results of the servqual analysis show that the difference or gap between customer expectations and employee performance has a total average which is at the moderate classification level (Parasuraman table, 1990) or service quality in Mayang Collection stores is quite good. This means that customer satisfaction in terms of quality of service provided at Mayang Collection is quite good. The path analysis test results (path analysis) show that there is no significant influence between servqual dimension service quality (physical evidence, reliability, responsiveness, confidence, and empathy) to customer satisfaction. This proves that service quality has a long-lasting influence in shaping customer satisfaction. And customer satisfaction has a significant influence on customer loyalty. Mayang Collection stores are advised to pay more attention to and improve other factors besides service quality in increasing customer satisfaction, because with increasing customer satisfaction, customer loyalty will be formed easily.Keywords: tangible, reliability, responsiveness, assurance, empathy, customer satisfaction, and customer loyalty

scholarly journals Pengaruh Kualitas Layanan Terhadap Kepuasan dan Loyalitas Nasabah Pada PT Bank Negara Indonesia (Persero) Tbk Unit Siwa Kabupaten Wajo

Tata Kelola ◽  
2020 ◽  
Vol 7 (2) ◽  
pp. 163-178
Author(s):  
Muh. Syaiful Islam ◽  
Nasir Hamzah ◽  
Amir Mahmud
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Descriptive Analysis ◽  
Reliability Test ◽  
Test Results ◽  
Physical Evidence

Tujuan penelitian ini adalah untuk menganalisis pengaruh kualitas layanan melalui (Tangible, Reliability, Responsiveness, assurance, Emphaty) terhadap kepuasan nasabah. Untuk menganalisis pengaruh layanan melalui Tangible, Reliability, Responsiveness, assurance, Emphaty) terhadap loyalitas nasabah. Untuk menganalisis pengaruh kepuasan nasabah terhadap loyalitas. Untuk menganalisis kualitas layanan (Tangible, Reliability, Responsiveness, assurance, Emphaty) melalui kepuasan nasabah pada PT Bank Negara Indonesia (Persero), Tbk Unit Siwa Kabupaten Wajo. Untuk mengimplemasikan tujuan tersebut maka digunakan analisis deskriptif, uji validitas dan uji reliabilitas, uji asumsi klasik, analisis jalur. Hasil penelitian menemukan bahwa kualitas layanan melalui bukti fisik, kehandalan, daya tanggap, jaminan dan empati berpengaruh postif dan signifikan terhadap kepuasan nasabah. Kualitas layanan melalui bukti fisik, kehandalan, daya tanggap, jaminan dan empati berpengaruh positif dan signifikan terhadap loyalitas nasabah. Hasil uji mediasi yang menunjukkan bahwa kepuasan nasabah tidak dapat memediasi pengaruh kualitas pelayanan melalui bukti fisik, kehandalan, daya tanggap, jaminan dan empati terhadap loyalitas nasabah pada PT Bank Negara Indonesia (Persero), Tbk Unit Siwa Kabupaten Wajo. The purpose of this study is to analyze the effect of service quality through (Tangible, Reliability, Responsiveness, Assurance, Emphaty) on customer satisfaction. To analyze the influence of services through Tangible, Reliability, Responsiveness, assurance, Emphaty) on customer loyalty. To analyze the effect of customer satisfaction on loyalty. To analyze service quality (Tangible, Reliability, Responsiveness, assurance, Emphaty) through customer satisfaction at PT Bank Negara Indonesia (Persero), Tbk. Siwa Unit in Wajo Regency. To implement these objectives, descriptive analysis, validity test and reliability test, classic assumption test, path analysis are used. The results of the study found that service quality through physical evidence, reliability, responsiveness, assurance and empathy had a positive and significant effect on customer satisfaction. Quality of service through tangible, reliability, responsiveness, assurance and empathy has a positive and significant effect on customer loyalty. The mediation test results show that customer satisfaction cannot mediate the effect of service quality through tangible, reliability, responsiveness, assurance and empathy for customer loyalty at PT Bank Negara Indonesia (Persero), Tbk. Siwa Unit in Wajo Regency.

scholarly journals Pengaruh Bauran Pemasaran Terhadap Loyalitas Pelanggan Restoran Waroeng Hotplate Odon Bogor

2021 ◽  
Vol 9 (1) ◽  
pp. 43-54
Author(s):  
Tasya Amanda Tobing ◽  
Rita Nurmalina ◽  
Siti Jahroh
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Sampling Method ◽  
Service System ◽  
Equation Modeling ◽  
Physical Evidence ◽  
Standard Operating ◽  
Customer Satisfaction And Loyalty

Currently, Indonesia has a 265 million population in which more than one-third of the population is the modern generation who are more likely to have a preference for something that simple and practical like taking a meal in the restaurant. Bogor is one of the cities generally known for its culinary varieties. Waroeng Hotplate Odon is one of them which uniquely serves dishes, which uses hot plates and has a spiciness level and its sales experienced a downward trend due to high competition among the restaurants. This research aims to analyze the effect of marketing mix consist of 7P variables which are: product, promotion, place, price, people, process and physical evidence towards customer satisfaction and customer loyalty of Waroeng Hotplate Odon restaurant. The sample of the research is 393 people who visited Waroeng Hotplate Odon restaurant. The sampling method applied in this study is purposive sampling using a questionnaire distributed to Waroeng Hotplate Odon visitors. The structural Equation Modeling (SEM) method is used to analyze the data. This research showed that 4 variables affect customer satisfaction and loyalty of Waroeng Hotplate Odon visitors, which are price, process and physical evidence. The satisfaction variable has a significant effect on consumer loyalty, which is reflected by consumers' willingness to make repeat purchases and recommend restaurants to other parties. In general, respondents feel satisfied and loyal to the restaurant. Based on the result of the study, the following strategies to increase customer loyalty of Waroeng Hotplate Odon are improving the quality of flavour, spiciness level, variety of the menu, offering menu with more affordable prices, improving restaurant’s layout and parking spaces, and implementing a service system based on Standard Operating Procedures (SOP).

scholarly journals CUSTOMER LOYALTY FROM PERSPECTIVE OF MARKETING MIX STRATEGY AND CUSTOMER SATISFACTION A study from Grab - Online Transportation in Era of Industrial Revolution 4.0

2019 ◽  
Vol 9 (3) ◽  
pp. 394
Author(s):  
Ade Permata Surya
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Industrial Revolution ◽  
Survey Methods ◽  
Marketing Mix ◽  
Future Research ◽  
Price Promotion ◽  
Product Price ◽  
Physical Evidence

ABSTRACT. This study aims to examine and analyze the influence of marketing mix 7P (product, price, promotion, place, people, physical evidence, and process) on costumer loyalty with the mediating role of customer satisfaction. A lesson from case of overlapping online transportation user base in Indonesia, specificly from Grab’s Consumer perspective. The research was design by using conclusive experiment, in casual type, with quantitative and survey methods. The sampling method used is sampling judgmental and the data was analized by SEM-PLS with WarpPLS 6.0. Data was taken by giving questionaire to 406 respondents. Respondents are Grab’s consumer. The result shows that the variable such as price, promotion, place, people, and process were significantly positif give effect to customer satisfaction, and customer satisfaction affected customer loyalty positifly and significantly.  In other hand, product and physical evidence were not significantly give effect. Adjusted R-squared coefficients of customer satisfaction and customer loyalty were 0,540 and 0,512 which means 54% of customer satisafction can be made by marketing mix variables and 51,2% of customer loyalty can be made by customer satisfaction. The future research in the same topic can use probability sampling method, especially stratified random sampling, and researcher can compare to another ASEAN countries’ data to enhance the more meaningful insight.Key words: marketing mix, customer satisfaction, customer loyalty, online transportation. ABSTRAK. Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh bauran pemasaran 7P (product, price, promotion, place, people, physical evidence, and process) terhadap loyalitas pelanggan dengan peran mediasi kepuasan pelanggan. Pelajaran dari kasus tumpang tindih basis pengguna transportasi online di Indonesia, khususnya dari perspektif konsumen Grab. Penelitian ini dirancang dengan menggunakan eksperimen konklusif, dalam tipe kasual, dengan metode kuantitatif dan survei. Metode pengambilan sampel yang digunakan adalah sampling judgmental dan data dianalisis dengan SEM-PLS menggunakan bantuan WarpPLS 6.0. Data diambil dengan memberikan kuesioner kepada 406 responden. Responden adalah konsumen Grab. Hasil penelitian menunjukkan bahwa variabel seperti price, promotion, place, people, dan process berpengaruh positif signifikan terhadap kepuasan pelanggan, dan kepuasan pelanggan mempengaruhi loyalitas pelanggan secara positif dan signifikan. Di sisi lain, product dan physical evidence tidak berpengaruh signifikan. Koefisien Adjusted R-squared pada kepuasan pelanggan dan loyalitas pelanggan adalah 0,540 dan 0,512 yang berarti 54% dari kepuasan pelanggan dapat dibuat oleh variabel bauran pemasaran dan 51,2% dari loyalitas pelanggan dapat dibentuk oleh kepuasan pelanggan. Penelitian di masa depan dalam topik yang sama dapat menggunakan metode sampling probabilitas, khususnya pengambilan sampel bertingkat, dan peneliti dapat membandingkan dengan data negara-negara ASEAN lainnya untuk meningkatkan masukan yang lebih bermakna.Kata kunci: Kepuasan pelanggan, Kualitas layanan, loyalitas pelanggan, transportasi online. 

scholarly journals Wong Solo Restaurant Service As A Provider Of Processed Chicken Meat To Customer Satisfaction

2021 ◽  
Vol 3 (2) ◽  
Author(s):  
Natsir Sandiah ◽  
Wa Reni ◽  
La Ode Arsad Sani ◽  
La Ode Muh Munadi
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Survey Methods ◽  
Chicken Meat ◽  
Sampling Techniques ◽  
Business Sector ◽  
Physical Evidence ◽  
Service Assurance ◽  
Regression Tests ◽  
Poultry Farming

The development of poultry farming business is increasing rapidly and contributes greatly in the fulfillment of protein needs. The business sector of processed chicken meat such as cafes, restaurants, and restaurants and sea food to meet the needs of consumers. The research aims to analyze the type of service in influencing the satisfaction of consumers of Wong Solo Kendari Branch by using survey methods and using accidental sampling techniques as many as 60 respondents. It is then analyzed using multiple linear regression tests. The results showed physical evidence, reliability, responsiveness, service assurance, and caring together have a very real effect on consumer satisfaction (p<0.01) in Wong Solo restaurants and factors that correlate positively to customer satisfaction are responsiveness, service assurance and care, while variables that correlate negatively to consumer satisfaction are physical evidence and reliability. Variable concern partially affects consumer satisfaction (P<0.01).

scholarly journals ANALISIS PENGARUH KUALITAS LAYANAN WEBSITE TERHADAP LOYALITAS PELANGGAN E-COMMERCE BUKALAPAK

2020 ◽  
Vol 13 (2) ◽  
pp. 158-168
Author(s):  
Dendy Kurniawan ◽  
Neilin Nikhlis
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Sampling Method ◽  
Corporate Image ◽  
Quality Factors ◽  
Website Quality ◽  
Physical Evidence ◽  
Mediating Factor

E-commerce competition in Indonesia makes e-commerce companies compete to develop strategies to win the competition. Customer loyalty is an important factor to lead in the competition. This research focuses on how much influence website service quality has on customer loyalty. This research is also to find out which website quality factors have the most influence on customer loyalty with customer satisfaction as a mediating factor. The factors that influence e-commerce customer loyalty are analyzed using concepts including the dimensions of service quality consisting of (physical evidence, reliability, responsiveness, assurance, empathy) and Corporate Image as the variable that influences and Customer Satisfaction as the variable that is affected. The sample in this study were 96 respondents. With the sampling method using the purposive sampling method. The results obtained that there is a positive and significant influence between the dimensions of service quality and company image on customer satisfaction.  Keywords: E-commerce website, Service Interaction Quality, Customer Satisfaction

scholarly journals Pengaruh physical evidence, harga dan produk terhadap kepuasan serta dampaknya terhadap loyalitas pelanggan hypermarket

2019 ◽  
Vol 2 (2) ◽  
pp. 175-182
Author(s):  
Vanessa Jacobus
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Primary Source ◽  
Sampling Technique ◽  
T Test ◽  
Secondary Source ◽  
Physical Evidence ◽  
The People ◽  
Convenience Sampling

The goal of this research was to analyze the effect of physical evidence, price and products on loyalty with customer satisfaction as a mediating variable of Hypermarket A and B in East Jakarta region. The population on this research were all the people who lived in East Jakarta and Bekasi which eased the researcher to find consumers from both Hypermarkets. Sampling method was using convenience sampling technique with the calculation of sampling using Slovin formula so it obtained at least 100 samples. The source of this research was a primary and secondary source. A primary source was collected by fill the questionnaires by respondents and literature studies as a second source. The method for analysis was the classic assumption test and partial t-test. The result of the hypothesis shows that; price and product were positively impacted on customer satisfaction and so do the satisfaction on customer loyalty.   

Service quality evaluation of car rental industry in China

2013 ◽  
Vol 31 (1) ◽  
pp. 82-102 ◽  
Author(s):  
Min Zhang ◽  
Yueyue Xie ◽  
Lili Huang ◽  
Zhen He
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quality Evaluation ◽  
Rapid Development ◽  
Strong Impact ◽  
Content Type ◽  
Car Rental ◽  
Service Quality Evaluation ◽  
Car Rental Industry

Purpose – Due to the rapid development of automotive industry, China has become the world first in car production and consumption. However, under the pressure of environment pollution, traffic congestion and parking restriction in big cities, the car rental service, as an alternative solution for private car, becomes a new trend. The market is disorganized now. This research aims to use SERVQUAL model to further examine which dimension has great contribution to service quality. Design/methodology/approach – A service quality evaluation scale for the car rental industry in China is designed based on PZB's SERVQUAL model. The reliability and exploratory factor analysis methods are adopted to measure the validity and reliability of the scale from the sampled data. At the same time, the relationship between service quality, customer satisfaction and customer loyalty is discussed with the path analysis method. Findings – The results show that the contribution of empathy to the total service quality ranks the top. At the same time, empathy has a strong impact on customer satisfaction and customer loyalty. Practical implications – It is very important to attract customers depending on personalized services or service providing mode, that is, the empathy. Originality/value – As a new mode in China, the car rental market is disorganized and has low service quality. The evaluation scale is designed including five dimensions. The analysis results provide guidance on how to improve their service quality to managers in car rental industry in China.

Memperkuat Loyalitas Melalui Kepercayaan, Kepuasan Dan Komitmen Studi Pada Nasabah PT. Bank Cimb Niaga

Liquidity ◽  
2018 ◽  
Vol 4 (1) ◽  
pp. 43-52 ◽  
Author(s):  
Sri Widyastuti
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Influence ◽  
Equation Model ◽  
Survey Method ◽  
Branch Office

Customer loyalty is ‘suspected’not been able to optimizationrepetition of transactions, customer recommendation and durability with the establishment relationship quality of the trust, customer satisfaction and commitment. Therefore, research conducted on Bank CIMB Niaga aims to determine the extent of the trust, and commitment to customer satisfaction can increase X-tra and TabunganKU savings customer loyalty. This research is verification and the method of research is explanatory survey method, the sample is 160 customer X-tra and tabunganKU savings in the branch office Bank CIMB Niaga Bintaro. The analytical method used is structural equation model. The results showed loyalty can be achieved with relationship quality for customers through the establishment of trust, and commitment to customer satisfaction, which all three have a positive influence. Therefore, the management of Bank CIMB Niaga need to improve their ability in trust, satisfactionand commitmentwith the bank's customers to become increasingly favored customers.

A Consuequence of Statisfaction and Loyalty: How Brand nd Purchase Intention Affect Its (An empirical study of Bengkulu)

2020 ◽  
Vol 7 (2) ◽  
pp. 61-70
Author(s):  
Fachri Eka Saputra ◽  
Fedyah Anggriani
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Purchase Intention ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Price Fairness ◽  
Online Questionnaire ◽  
Positive Effect ◽  
Descriptive Method

The purpose of this study as to determine how the effect of waterpark image and price fairness on customer satisfaction and its implications for customer loyalty at Waterpark Wahana Surya Bengkulu. The measurement of this study uses 14 indicator items which are distributed using an online questionnaire. The number of samples in this study were 136 respondents and the data were analyzed using SEM PLS (Partial Least Square). Date were collected using a questionnaire using a Likert scale. This research used descriptive method with a quantitative approach. The type of data used in this study is primary data. The results of this study prove that 1. waterpark image has a positive effect on price fairness, 2. Waterpark image has a positive effect on customer satisfaction, 3. Fairness of price has a positive effect on customer satisfaction, 4. Waterpark image has a positive effect on customer loyalty, 5. Fairness of price has a positive effect on customer loyalty, 6. Customer satisfaction has no effect on customer loyalty.

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