scholarly journals PENGARUH ORIENTASI PASAR PADA KUALITAS LAYANAN, KEPUASAN PELANGGAN, DAN LOYALITAS PELANGGAN SPEEDY PT TELKOM DI KOTA YOGYAKARTA

2014 ◽  
Vol 4 (2) ◽  
pp. 101
Author(s):  
Ihsany Abdillah ◽  
Fitroh Adhilla
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Market Orientation ◽  
Customer Loyalty ◽  
Goodness Of Fit ◽  
Good Match ◽  
Inferential Method ◽  
The City ◽  
Data Analysis Methods

Market orientation is believed to be a source of competitive advantage that is difficult to imitate by competitors. This study aimed to determine the effect of market orientation on service quality, customer satisfaction, and customer loyalty Speedy PT Telkom in the city of Yogyakarta. The population in this study are all PT Telkom Speedy customers who live in city of Yogyakarta. Data analysis methods used in this study include descriptive and inferential methods, inferential method used is path analysis. The results of goodness of fit model shows that the X2 value, the value of CFI, and RMSEA values have had a good match. Based on the analysis of data shows that the determinants of customer loyalty Telkom Speedy Yogyakarta is a market orientation quality of service, and customer satisfaction.

scholarly journals Building Customer Loyalty through Strategy Experiential Marketing, Service Quality, and Customer Satisfaction

2020 ◽  
Vol 9 (2) ◽  
pp. 122-131
Author(s):  
Wahyono Wahyono ◽  
Ulfa Nurjanah
Keyword(s):  
Structural Equation Modeling ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Research Model ◽  
Experiential Marketing ◽  
Marketing Service

The study aims to determine the influence of Experiential Marketing, quality of service, and customer satisfaction towards customer loyalty by developing a research model and 6 hypotheses filed in this study. The number of samples was 160 respondents, namely the customer of PT POS Indonesia (Persero) Semarang with incidental sampling through questionnaires. Data analysis using Structural Equation Modeling (SEM) of Software AMOS 21.0 based on data analysis results, it can be concluded that the model received good/fit and subsequent research results showed there were 3 hypotheses received and 3 hypotheses were rejected.

EFFECT OF SERVICE QUALITY ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION PT. MAYBANK INDONESIA FINANCE JAKARTA BRANCH

2021 ◽  
Vol 1 (4) ◽  
pp. 202-211
Author(s):  
Hendri Hendri ◽  
Budi Haryono ◽  
Saparso Saparso
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Good Service ◽  
Purposive Sampling ◽  
Pls Analysis

This study discusses the effect of service quality on customer loyalty mediated by customer satisfaction at PT. Maybank Indonesia Finance Jakarta Branch. This research was conducted by using purposive sampling. Data analysis using Smart PLS analysis. The results of the analysis conclude that service quality does not affect customer loyalty. So it can be said, good service quality may not necessarily make the customer loyal to PT. Maybank Indonesia Finance because there are still several factors that can make customers loyal. Service quality has a positive and significant effect on customer satisfaction. So it can be said, good service quality will increase customer satisfaction with PT. Maybank Indonesia Finance. Customer Satisfaction has a positive and significant influence on Customer Loyalty. So it can be said, increasing customer satisfaction will make customers more loyal to PT. Maybank Indonesia Finance. Customer satisfaction can mediate the effect of service quality on customer loyalty. So it can be said, if the quality of service provided is getting better, it will form high customer satisfaction in the minds of customers, then this will further increase customer loyalty at PT. Maybank Indonesia Finance.

scholarly journals PERAN GENDER SEBAGAI VARIABEL MODERASI DALAM PENGARUH KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN

2019 ◽  
Vol 8 (9) ◽  
pp. 5741
Author(s):  
Rizky Aditya Maharany ◽  
I Wayan Santika
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Research Data ◽  
Data Analysis Technique ◽  
Analysis Technique ◽  
The City ◽  
Different Levels

This study aims to explain gender as a moderating variable in the effect of customer satisfaction on customer loyalty. This research was conducted in the city of Denpasar which involved 110 respondents. To obtain research data, a method was used by distributing questionnaires. The data analysis technique used in this study is moderating regression analysis. The results of this study state that customer satisfaction significantly influences customer loyalty. Gender as a moderating variable in the effect of customer satisfaction on customer loyalty, gender as a moderating variable that strengthens the effect of customer satisfaction on customer loyalty. Management is expected to be able to consider gender factors, this is because these variables can be used as an indication of how different levels of customer satisfaction when viewed from the aspect of gender depending on the needs and considerations of each individual. Keywords: customer satisfaction, customer loyalty, gender

scholarly journals Komparasi Pengaruh Langsung dan Tidak Langsung Merek dan Kualitas Produk terhadap Kepercayaan Konsumen dan Loyalitas Pelanggan Produk Tas Elizabeth di Wilayah Kota Jember

2018 ◽  
Vol 5 (2) ◽  
pp. 146
Author(s):  
Evrylia Tri Purnama Sari ◽  
Imam Suroso ◽  
Ketut Indraningrat
Keyword(s):  
Data Analysis ◽  
Customer Loyalty ◽  
Brand Loyalty ◽  
Consumer Confidence ◽  
Direct Influence ◽  
Brand Trust ◽  
Quality Product ◽  
Customer Trust ◽  
The City

This study aimed to compare the direct and indirect influence between the brand, the quality of product to consumer confidence and customer loyalty in a bag branded products in the Elizabeth City area is categorized as research Jember.Penelitian explanation (explanatory research). The population in this study quantified by means of indicator multiplied by 15 parameters so that the sample n = 7 × 15 = 105, with a purposive sampling bag subscribers Elizabeth City Regional Jember. Data were collected using a questionnaire while the data analysis by SEM. The results of this study showed that the direct influence of brand on customer loyalty by 0.267 while not directly influence brand loyalty of 0.443 customers through customer confidence. Quality direct influence on customer loyalty by 1.022 while not directly influence the quality of the loyalty of 0.049 through trust. The conclusion in that brand and product quality influence on customer trust and customer loyalty Elizabeth bag products in the city of Jember. Companies need to pay attention to the quality of the product to increase the trust and loyalty of customers. Keywords: Quality Product, Brand, Trust, Loyalty

scholarly journals THE INFLUENCE OF BRAND IMAGE AND SERVICE QUALITY ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION IN. BOSOWA BERLIAN MOTORS IN THE CITY OF MAKASSAR

2020 ◽  
Vol 3 (4) ◽  
pp. 136-145
Author(s):  
Andi Nur Ichsan Alqadri ◽  
Abdul Rahman Kadir ◽  
Nuraeni Kadir
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Business World ◽  
Pls Analysis ◽  
The City

Today the competition in the business world is getting tighter, this is indicated by the number of competing companies that have sprung up that are engaged in the same type of business in capturing the market so that consumers buy the products offered and try to keep their customers so as not to turn to the same product from different companies. This study aims to analyze the effect of Brand Image and service quality on customer satisfaction, Brand Image and service quality on customer loyalty, the effect of customer satisfaction on customer loyalty, the influence of brand image and service quality on customer loyalty through customer satisfaction at PT. Bosowa Berlian Motor in Makassar city. To implement these objectives, data collection techniques are used through observation, questionnaires and documentation, using the Partial Least Square (PLS) analysis method. The results of the study found that brand image and service quality had a positive and significant effect on customer satisfaction. Brand image and service quality have a positive and significant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Customer satisfaction can partially mediate between brand image and service quality on customer loyalty. It can be indicated that the better the quality of service, the more satisfied the customer will be, thus impacting customer loyalty.

scholarly journals PENGARUH GREEN PRODUCT QUALITY DAN GREEN PERCEIVED RISK TERHADAP GREEN CUSTOMER SATISFACTION SERTA GREEN CUSTOMER LOYALTY PADA KONSUMEN PERTAMAX/ PERTAMAX PLUS DI KOTA MATARAM

2015 ◽  
Vol 4 (1) ◽  
Author(s):  
Lalu Raditya P.R
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Perceived Risk ◽  
Survey Sampling ◽  
Green Product

This research is entitled “The Effect of Green Product Quality and Green PerceivedRisk on Green Customer Satisfaction and Green Customer Loyalty in the Consumerof Pertamax/Pertamax Plus in Mataram”. The background of this research were thefindings of previous researches and some other theories sating that Green ProductQuality, Green Perceived Risk, Green Customer Satisfaction, and Green CustomerLoyalty are inter-related to one another. This research was aimed at determining theeffect of Green Product Quality and Green Perceived Risk on Green CustomerSatisfaction and Green Customer Loyalty in the consumer of Pertamax/PertamaxPlus in Mataram. This research is an associative research. The method of datacollection is survey sampling where the samples were selected through accidentalsampling with 120 respondents. The data were collected through observation,interview, and questionnaire. The method of data analysis is structural equationmodelling analysis with AMOS program. The research showed that all hypothesis inthis research are supported. Thus, it could be concluded that the variables of GreenProduct Quality and Green Perceived Risk affect the Green Customer Loyalty eitherdirectly or indirectly through Green Customer Satisfaction. It is suggested thatPertamina improve the quality of Pertamax as the Green Product, as well as reducethe risk that the consumers of Pertamax may perceive in the environment, withintense communication and socialization.Keywords: Green Product Quality, Green Perceived Risk, Green Customer Satisfaction, GreenCustomer Loyalty, Green Product

scholarly journals Pengaruh kualitas pelayanan terhadap kepuasan pelanggan jasa BRT Transmusi Palembang

2017 ◽  
Author(s):  
Marismiati ◽  
Hendra Hadiwijaya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Bus Rapid Transit ◽  
Quality Of Services ◽  
Mass Transportation ◽  
Descriptive Research ◽  
The City ◽  
Research Type

Quality of service is used as a means to achieve competitive advantage. Inimproving the quality of services will lead to a likely customer loyalty and attractnew customers. The city of Palembang introduced the concept of Bus Rapid Transit(BRT). A form of mass transportation by combining the passenger-oriented station.Underlying issue in this research is "how influence service quality to passengersatisfaction BRT services Transmusi Palembang?" Aims to identify and analyze theeffect of service quality on customer satisfaction. The approach used in this study isa survey and descriptive research type on 100 respondents. To test this study usingmultiple regression and t test and F test The results showed that the quality ofservice seen from the 5 dimensions: Tangibles, Reliability, Responsiveness,Assurance and Empathy simultaneously and Persia significant effect on customersatisfaction Transmusi BRT services. Responsiveness is the dimension of servicequality is the most dominant in influencing customer satisfaction.

scholarly journals Effect of Quality Product and Quality Service through Customer Satisfaction on Customer Loyalty in PT Pegadaian ITC Cipulir Jakarta

2019 ◽  
pp. 1-8 ◽  
Author(s):  
Anisa Dwi Rianawaty ◽  
Mr Suharto ◽  
Ismail Razak
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Customer Loyalty ◽  
Quality Service ◽  
Purposive Sampling ◽  
Quality Product

This study aimed to analyze the effect of product quality and service quality on customer loyalty through customer satisfaction at PT Pegadaian (Persero). Data analysis using path analysis with samples are 215 respondents and technique sampling with purposive sampling. The results showed that the quality of product and service quality through customer satisfaction indirectly no significant effect on customer loyalty.

scholarly journals ANALYSIS OF CONSUMER PERCEPTIONS OF SERVICE QUALITY OF DRINKING WATER COMPANIES

2020 ◽  
Vol 1 (4) ◽  
pp. 556-562
Author(s):  
Handry Sudiarta Athar ◽  
Himawan Sutanto ◽  
Iwan Kusmayadi
Keyword(s):  
Drinking Water ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Research Method ◽  
Quantitative Research ◽  
Consumer Perceptions ◽  
Water Companies ◽  
The City

The aim of the research was to analyze the service quality of drinking water companies using the servQual method. This research is a quantitative research with research method conducted in different companies in the city of Mataram, Lombok. Data analysis was performed using the service quality method (ServQual). The results showed that the customer satisfaction criteria on each service characteristic in general of the five components were on average very good, this is known from the results of the NKJ calculation which are results 1,022 that are classified as very good.

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.

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