Study on the Relationship between Service Quality and Governmental Subsidy for Public School where PPP is Applied

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

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PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA MAKASSAR

JOURNAL OF APPLIED BUSINESS ADMINISTRATION ◽

10.30871/jaba.v3i2.1560 ◽

2019 ◽

Vol 3 (2) ◽

pp. 228-244 ◽

Cited By ~ 1

Author(s):

Muhammad Rezha Pahlawan ◽

Nurlia Nurlia ◽

Abdul Rahman Laba ◽

Erlina Pakki ◽

Hardiyono Hardiyono

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Product Quality ◽

Customer Loyalty ◽

Indirect Effects ◽

Analysis Method ◽

Water Company ◽

The Relationship ◽

Intervening Variables ◽

Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.

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Analisis Peranan Kepuasan Dan Komitmen Sebagai Perantara Pengaruh Kualitas Jasa Tutorial Online Terhadap Loyalitas Mahasiswa

Jurnal Manajemen ◽

10.31937/manajemen.v9i2.718 ◽

2018 ◽

Vol 9 (2) ◽

pp. 18-32

Author(s):

Andy Mulyana ◽

Devi Ayuni

Keyword(s):

Service Quality ◽

Structural Equation ◽

Positive Influence ◽

Management Program ◽

Equation Modeling ◽

Online Tutorial ◽

Student Loyalty ◽

The Relationship ◽

Positive Effect

This study aims to evaluate the role of satisfaction and commitment as mediating the effect of service quality on student loyalty as the user of Open University's Online Tutorial. Based on data analysis on student of Management program 229 as respondents with Structural Equation Modeling (SEM), this study found the relationship between: (1) positive influence of service quality to satisfaction and loyalty of students using tuton; (2) the positive effect of satisfaction on student loyalty using tuton; (3) satisfaction is a mediator between service quality and loyalty of students using tuton. Conversely, commitment has no positive effect on student loyalty as a tuton user. In addition, commitment does not mediates the effect of satisfaction on the loyalty of tuton users. Keywords: service quality, satisfaction, commitment, loyalty

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