scholarly journals PERAN MEDIASI KEPUASAN PELANGGAN PADA PENGARUH E-SERVICE QUALITY, PERSEPSI HARGA, DAN PROMOSI PENJUALAN TERHADAP LOYALITAS PELANGGAN

2020 ◽  
Vol 10 (2) ◽  
pp. 249
Author(s):  
Risa Septiani ◽  
Nurhadi Nurhadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Sales Promotion ◽  
Survey Method ◽  
Validity And Reliability ◽  
Online Questionnaire ◽  
Price Perception ◽  
Positive Effect

This study aim was to determine the effect of e-service quality, price perception, and sales promotion on customer loyalty through customer satisfaction on Gojek customers in Yogyakarta. This research is a quantitative study with survey method. The population in this study were Gojek customers in Yogyakarta. The sampling technique used was purposive sampling, with a total sample of 235 respondents. The technique of collecting data used an online questionnaire that has been tested for validity and reliability. The data analysis technique used to test the hypothesis was bootstrapping method using macro PROCESS by Andrew F. Hayes. The results of this study show that there is a positive effect of e-service quality on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of price perception on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of sales promotion on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of customer satisfaction on the loyalty of Gojek Yogyakarta customers, there is a positive effect of e-service quality on the loyalty of Gojek Yogyakarta customers, there is a positive effect of price perception on the loyalty of Gojek Yogyakarta customers, there is a positive effect of sales promotion on the loyalty of Gojek Yogyakarta customers, and there is the effect of e service quality, price perception, and sales promotion on customer loyalty through Gojek Yogyakarta customer satisfaction, as evidenced by the e-service quality variable mediation coefficient of 0,0442; the mediation coefficient of price perception variable is 0,0404; and the mediation coefficient of sales promotion variable is 0.0676.

scholarly journals Service Quality and Product Quality Key to Improve Customer Loyalty

2021 ◽  
Vol 2 (9) ◽  
pp. 620-633
Author(s):  
Didi Suhendi ◽  
Sabihis
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Survey Method ◽  
Validity And Reliability ◽  
Data Analysis Technique ◽  
Analysis Technique ◽  
Positive Effect

This research is motivated by the importance of maintaining customer loyalty for the survival of the company. This study aims to determine and analyze customer satisfaction and product quality as keys to increasing customer loyalty. The population of this study were visitors to the Rava Motor workshop for one year, amounting to 3161 customers where the population data was seen from the actual customer entry unit in 2019. Based on Slovin calculations with an error of 10%, a sample of 97 visitors was obtained using incidental sampling technique. The research method used is a survey method with a quantitative approach. Data collection techniques used in this study are questionnaires, observation and interviews. The instrument used has been tested for validity and reliability. The data analysis technique used is the descriptive data analysis technique, multiple correlation and multiple regression. The results of this study indicate that there is a positive effect of service quality on customer loyalty and there is a positive effect of product quality on customer loyalty. In addition, simultaneously that there is a positive effect of service quality and product quality on customer loyalty.

scholarly journals Mendorong Loyalitas Melalui Kualitas Pelayanan dan Kepercayaan

2021 ◽  
Vol 2 (01) ◽  
pp. 79-88
Author(s):  
Irwan Kurniawan ◽  
Rr Maidarti ◽  
Ris Handayani
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Technique ◽  
Primary Data ◽  
Survey Method ◽  
Online Data ◽  
Independent Variables ◽  
Independent Variable ◽  
Positive Effect

Penelitian untuk mengetahui pengaruh kualitas layanan sebagai variabel independen pertama dan kepercayaan sebagai variabel independen kedua terhadap loyalitas pelanggan produk UMKM sebagai variabel dependen. Metode Survey melibatkan responden melalui teknik pengambilan sampel yang purposive non random sampling sejumlah 40 konsumen yang pernah menggunakan layanan pembelian UMKM Kuliner di wilayah Cileungsi secara online. Data primer diperoleh dengan  menyebarkan kuesioner. Beberapa uji diterapkan berupa instrumen kuesioner, normalitas, dan regresi berganda. Beberapa temuan dalam penelitian adalah kedua variabel independen yaitu kualitas layanan sebagai independen pertama dan kepercayaan sebagai variabel independen kedua berpegaruh positif terhadap loyalitas sebagai variabel dependen.   Abstract Research to determine the effect of service quality as the first independent variable and trust as the second independent variable on customer loyalty of MSME products as the dependent variable. The survey method involved respondents through a purposive non-random sampling technique of 40 consumers who had used online MSME culinary purchasing services in the Cileungsi area. Primary data obtained by distributing questionnaires. Several tests were applied in the form of a questionnaire instrument, normality, and multiple regression. Some of the findings in the study are that the two independent variables, namely service quality as the first independent and trust as the second independent variable, have a positive effect on loyalty as the dependent variable.

scholarly journals The effect of service quality and customer satisfaction toward customer loyalty in service industry

2021 ◽  
Vol 9 (3) ◽  
pp. 631-636 ◽  
Author(s):  
Dewi Dewi ◽  
Ferdian Hajadi ◽  
Yunita Wijaya Handranata ◽  
Maria Grace Herlina
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Industry ◽  
Sampling Technique ◽  
Regression Methods ◽  
Positive Effects ◽  
The Impact ◽  
Positive Effect ◽  
Selection Of

The purpose of this study is to determine the impact of service quality and customer satisfaction on customer loyalty of the laundry service industry in Indonesia. The research methods used were quantitative, and analyzed using multiple linear regression methods. Data were obtained by distributing questionnaires to 100 respondents in Jakarta from February to March 2020. The selection of respondents used a purposive sampling technique, with the criteria of using laundry services in the past. Findings from this research revealed a significant positive effect of service quality toward customer satisfaction; and both service quality and customer satisfaction also have significant and positive effects towards customer loyalty in laundry services in Indonesia. From this research, it is expected that the entrepreneur in the laundry service industry would better understand the importance of service quality, customer satisfaction and its correlation to customer loyalty in order to improve firm sales performance.

scholarly journals PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEGABAI VARIABEL INTERVENING PADA PENGGUNA OJEK ONLINE GRAB (STUDI PADA MAHASISWA STIE TAMANSISWA BANJARNEGARA)

Medikonis ◽  
2020 ◽  
Vol 11 (1) ◽  
pp. 1-15
Author(s):  
Lustono Lustono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Negative Relationship ◽  
Sampling Technique ◽  
Significant Positive Effect ◽  
The Relationship ◽  
Positive Effect

ABSTRACT This study aims to determine the effect of service quality with price on customer loyalty through customer satisfaction as an intervening variable. STIE Tamansiswa Banjarnegara case study. In this study the independent variable consists of service quality and price, the intervening variable is customer satisfaction and the dependent variable is customer loyalty. The population of this study is 203 the total number of active students of STIE Tamansiswa Banjarnegara. While the sample of this study was 135 respondents. With accidental sampling technique. The type of research data is primer and data collection techniques using questionnaires. The results showed that partially the quality of service did not have a significant positive effect on customer loyalty. Price has a significant positive effect on customer loyalty. Service quality has a significant positive effect on customer satisfaction. Price has a significant positive effect on customer satisfaction. Customer satisfaction has a positive effect on customer loyalty. Customer satisfaction does not mediate the relationship between customer satisfaction and customer loyalty. Customer satisfaction can mediate a negative relationship between price and customer loyalty.

KUALITAS PELAYANAN, PROMOSI PENJUALAN DAN PERSEPSI HARGA TERHADAP KEPUASAN PELANGGAN PADA PENGGUNA TRANSPORTASI ONLINE GRAB BIKE DI KOTA SURAKARTA

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Dewi Darma Wati ◽  
Bambang Mursito ◽  
Sri Hartono
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Sampling Method ◽  
Sampling Technique ◽  
Sales Promotion ◽  
Probability Sampling ◽  
Price Perception

This study aims to examine the effect of service quality, sales promotion and price perception on customer satisfaction. The population used in this study is not limited to the grab application users in Surakata City. The sample used in this study was 100 people determined using the Sugiyono formula. The sampling technique used is the non probability sampling method with the sampling method used is accidental sampling and analyzed using multiple linear regression with SPSS version 21. The results of this study can be seen that the calculated F value of 32.274 (p> 3.09) and a significance value of 0.000 (p 1.98) and the significance value was 0.001 (p 1.98) and the significance value was 0.047 (p 1.98) and the significance value was 0.015 (p

scholarly journals PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN PDAM KOTA PADANG

2019 ◽  
Author(s):  
Mailani Ulfa ◽  
Riri Mayliza
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Sampling Technique ◽  
T Test ◽  
F Test ◽  
Analysis Techniques ◽  
Positive Effect ◽  
Better Than

The purpose of this study is to analyze the effect of service quality and customer satisfaction partially and simultaneously on the customer loyalty of the Padang city PDAM. The research method used is descriptive quantitative. The sampling technique used is non-probability sampling method with accidental sampling so that from the population a sample of 100 respondents was taken, the data collection method used was observation, questionnaire and literature rieview. Data analysis techniques used are classical assumptions, multiple linear regression, t test, F test and detemination coefficient. Based on multiple regression analysis, service quality and customer satisfaction variables on customer loyalty get Y = 1,493 + 0,408X1 + 0,059 X2 + 0,481X3- 0,038 X4 + 0,192 X5 + 0,114 X6 + e. From the t test, it was found that tangible had a positive and significant effect on customer loyalty of PDAM Kota Padang. Variable reliability does not affect the customer loyalty of PDAM Kota Padang. The variable responsiveness has a positive and significant effect on the customer loyalty of PDAM Kota Padang. The assurance variable does not affect the customer loyalty of Padang City PDAM. Variable empathy has a positive and significant effect on customer loyalty of PDAM Kota Padang. Satisfaction variables have a positive and significant effect on customer loyalty of PDAM Kota Padang. From the results of the F test, it is proven that the variables of service quality and customer satisfaction simultaneously have a significant and positive effect on customer loyalty PDAM Padang city, while the results of the determination coefficient obtained the ability of independent variables explain the dependent variable of 28.7% the remaining 71.3% is explained by other variables which is not used in this study, it is expected that Padang City PDAM can provide the best quality service to customers so that the customer is satisfied with the services proviuded so as to increase customer loyalty and for further researchers the authors suggest, in order to increase the number of respondents to be used, as well as carried out with a longer time span, so that the research done is better than tthe results of this study.

scholarly journals The relationship between service quality, price perception, customer satisfaction and customer loyalty: a study in Nguoi Ban Vang – A pawn service company in Ho Chi Minh City

2020 ◽  
Vol 9 (2) ◽  
Author(s):  
Vo Thi Quy ◽  
Vo Duy Huy
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Ho Chi Minh City ◽  
Survey Method ◽  
Price Perception ◽  
Pricing Policies ◽  
Study Results ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

This study aims to investigate the relationship between service quality, price perception, customer satisfaction, and loyalty. The survey method was applied with a sample size of 350 conducted with Nguoi Ban Vang pawnshops located in Ho Chi Minh City. The study results showed that service quality, price perception, and a new factor identified through the exploratory factor analysis, named staff competency, have a significant impact on customer satisfaction at the significance 0.05 level. The research also found that customer satisfaction impacts positively significantly on customer loyalty at the 0.01 level. These results imply that pawnshops should focus on increasing service quality, improving pricing policies and staff competence in order to gain customer satisfaction and their loyalty.

scholarly journals Effect Of Service Quality And Company Image On Customer Loyalty

2021 ◽  
Vol 2 (1) ◽  
pp. 51-54
Author(s):  
A.A. Ketut JAYAWARSA ◽  
A.A. Sri PURNAMI ◽  
Kadek Novita Maharani DEWI
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Technique ◽  
Corporate Image ◽  
Significant Positive Effect ◽  
Validity And Reliability ◽  
Regression Methods ◽  
Analysis Technique ◽  
Positive Effect

This study is entitled The Effect of Service Quality and Company Image on Customer Loyalty at PT. BPR Sari Jaya Sedana in Klungkung. The formulation of the problem is: How is the influence of service quality and company image on customer loyalty simultaneously and partially at BPR Sari Jaya Sedana. The objectives of this study were: To determine the effect of service quality and corporate image on customer loyalty simultaneously and partially at BPR Sari Jaya Sedana. The sample which is the object of this research is the customer at PT. BPR Sari Jaya Sedana. The sampling technique used random sampling technique with data collection techniques in the form of questionnaires with respondents as many as 40 customers. The data analysis technique used is the validity and reliability test, the classical assumption test, the determination test, the f test, and the t-test with multiple linear regression methods. The results showed that service quality and company image had a significant positive effect on customer loyalty. Then partially, service quality and company image also have a significant positive effect on customer loyalty.

scholarly journals THE IMPACT OF BRAND IMAGE, SALES PROMOTION, SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION AND ITS IMPLICATIONS ON CUSTOMER LOYALTY AT X DEPARTMENT STORE KOTA KASABLANKA JAKARTA

2020 ◽  
Vol 2 (2) ◽  
pp. 267-278
Author(s):  
Adityo Jati Prabowo ◽  
Arifin Sitio
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Positive Impact ◽  
Sampling Technique ◽  
Department Store ◽  
Simple Random Sampling ◽  
Sales Promotion ◽  
The Impact

This research had goal to discover those impact from Brand Image, Sales Promotion, Service Quality on Customer Loyalty with Customer Satisfaction as intervening variable which occured at X Department Store Kota Kasablanka Jakarta. The number of respondents was 100 respondents which obtained by simple random sampling technique. This research used path analysis with assist of IBM SPSS Statistics version 25 program. The results had shown that brand image, sales promotion, service quality had significant positive impact on customer loyalty by customer satisfaction as intervening variable at X Department Store in Kota Kasablanka Jakarta.

scholarly journals KEPUASAN PELANGGAN MEMEDIASI PENGARUH KUALITAS PELAYANAN DAN PROMOSI TERHADAP LOYALITAS PELANGGAN

2018 ◽  
Vol 8 (1) ◽  
pp. 90
Author(s):  
Novianti Novianti ◽  
Endri Endri ◽  
Darlius Darlius
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Likert Scale ◽  
Validity And Reliability ◽  
Indirect Impact

Abstract. This study aims to examine the effect of service quality and promotiondirectly to customer satisfaction and customer loyalty. This study also examines theinfluence of service quality and promotion indirectly to customer loyalty throughcustomer satisfaction. The study was conducted on 175 customers of Cikarang MedikaFarma Pharmacy taken with simple random sampling technique and given questionnaire72 statement with Likert Scale to measure response to research variables. After testingthe validity and reliability, as well as the prerequisite test, conducted path analysis testusing software Lisrel 8.80. The results showed that there was a significant direct effectbetween service quality and promotion on customer satisfaction as well as on customerloyalty. Service quality also has a positive and significant indirect impact on customerloyalty through customer satisfaction. Promotion has a positive and significant indirecteffect on customer loyalty through customer satisfaction.

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