scholarly journals Pengaruh kualitas layanan, kepuasan pelanggan dan keterikatan pelanggan terhadap loyalitas pelanggan grab di Surabaya

2020 ◽  
Vol 10 (1) ◽  
pp. 33
Author(s):  
Fadela Bara ◽  
Tjahjani Prawitowati
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Customer Engagement ◽  
Quality Of Services ◽  
Mutual Benefit ◽  
The People ◽  
High Level

Customer Loyalty indirectly help companies to promote products or services to the people closest to them. This is will be greatly help the company to get new customers. To increase Customer Loyalty, the company is expected to improve the quality of services provided. Quality is closely related to Customer Satisfaction and Customer Engagement, quality encourages customers to establish long-term bonds of mutual benefit in the company and Customer Engagement can increase Customer Loyalty because of the high level of Customer Engagement is the result of Customer Satisfaction of the product or service provided by the company.

scholarly journals Analisis Kepuasan Konsumen Dalam Menggunakan Jasa Pengiriman Paket Pos Optima Pada PT. Pos Indonesia (persero) Cabang Pontianak

2013 ◽  
Vol 9 (3) ◽  
pp. 293
Author(s):  
Syarifah Arini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Average Rate ◽  
Survey Methods ◽  
Quality Of Services ◽  
Physical Evidence ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
High Level

Research to analyze customer satisfaction at optimal postal parcel delivery service at PT Pos Indonesia (Persero) Branch Pontianak. Dimension-imensi examined are reliability, responsiveness, assurance, empathy, and tangibles. This study used survey methods, data collection techniques, namely: observation, interviews, questionnaires, and documentation study. Samples used as many as 100 people by using purposive sampling. analysis using Cartesian diagram. The results of this study indicate that the majority of respondents were satisfied with the service of PT Pos Indonesia (Persero) Branch Pontianak with an average satisfaction level of 3.91 and the value of the average rate of interest of 4.34 dimension of service quality the most satisfied customers is assurance dimension and physical evidence, where the majority of respondents' votes are in quadrant B, which means that the interest and customer satisfaction are at a high level and in accordance with the wishes of the consumer. Dimensional quality of services that they are in quadrant A, which means the consumer is not satisfied then it should be further enhanced by the company. While the dimensions of the quality of services that are in quadrant C and D in which the interests of consumers are at a low level is considered normal practice even though consumers are satisfied because it is not very important.Keywords: Satisfaction, Service Quality Dimensions Services

scholarly journals IMPACT OF SERVICE QUALITY, TRUST, AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN PT MEGA MANUNGGAL PROPERTY TBK

2019 ◽  
Vol 6 (1) ◽  
pp. 33-42
Author(s):  
Maria Anna Stefanie ◽  
Badikenita Sitepu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Primary Data ◽  
Distribution Method ◽  
Good Reputation ◽  
Customer Trust ◽  
The Impact

In order to compete, survive, and grow the company is required to provide a good quality services to meet the needs and desires of its customers. Companies must be able to maintain a good reputation in the eyes of its customers. A good quality services will tend to give more satisfaction to the customers who use the services of the company. With emphasis on good service it will build a long-term profitable relationships with customers while also achieving customer loyalty. Therefore, this study is aiming to determine the importance of the impact of service quality, trust and customer satisfaction at PT Mega Manunggal Tbk Property in an effort to improve customer loyalty which will affect the company's survival. A questionnaire distribution method chosen in this study is to collect primary data. Completed questionnaires designed and distributed or disseminated to all customers. SPSS for windows has been used to process the primary data.Thefindings showed that there is a significant relationship between service quality and customer loyalty, meaning that if the quality of service increases, customer loyalty will also increase.There is a significant influence between customer trust and customerloyalty,meaning that if the customer trust increases, customer loyalty will also increase.

scholarly journals Loyalitas Pelanggan : Dimensi Kualitas Layanan Jasa Pada AUTO 2000

2019 ◽  
Vol 1 (1) ◽  
pp. 23
Author(s):  
Chandra Nugraha ◽  
Rusmin Nuryadin
Keyword(s):  
Linear Regression ◽  
Customer Loyalty ◽  
Positive Relationship ◽  
Coefficient Of Determination ◽  
Quality Of Services ◽  
Linear Regression Equation ◽  
Service Value ◽  
Strong Positive Relationship

After-sales services are based on consumer needs, desires and requests. By paying attention to the quality of services provided to consumers, it is expected that companies can provide value, satisfaction, and quality that is in accordance with what consumers want. Thus companies can create long-term relationships with consumers or create customer loyalty.The results of the study concluded that the quality of after-sales service has an effect on customer loyalty on the Soekarno Hatta Bandung Auto 2000 with a linear regression equation Y = -3,051 + 0,735 X which means that every increase in the quality of after-sales service value will increase customer loyalty by 0,736 units. The correlation coefficient (r) = 0.952 means that there is a very strong (positive) relationship between the quality of after-sales service and customer loyalty. The coefficient of determination (Kd) = 90.7% means that the quality of after-sales service affects customer loyalty by 90.7%. The value of tcount (16,482)> t table (2,048) states that H0 is rejected and Ha is accepted, meaning that the quality of after-sales service has an effect on customer loyalty.

scholarly journals Loyalitas Pasien Rawat Inap Melalui Layanan BPJS Kesehatan (Studi pada RSI Jemursari Surabaya)

2016 ◽  
Vol 1 (1) ◽  
pp. 1-10
Author(s):  
Putri Mahanani ◽  
Denis Fidita Karya
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Least Square ◽  
Survey Method ◽  
The People ◽  
The Government

BPJS is one of the health services provided by the government to the people ofIndonesia. In the process of patient care by using BPJS there were some complaints fromconsumers related to the quality of service. Poor service quality will have an impact onconsumer dissatisfaction in the service, so that it is capable of influencing consumer loyalty.Loyalty can only be generated if consumers have experienced the satisfaction of a goodservice quality provided by the service provider. This study aims to determine the effectof service quality on customer loyalty. In this case the customer satisfaction are thingsthat need to be met first before consumers get to the stage of loyalty. Respondents of thisstudy are inpatients in RSI Jemursari Surabaya as many as 100 people who use the serviceBPJS third grade. This study used survey method and analyzed using path analysis withPartial Least Square (PLS). Results from this study is the quality of service has an influenceon loyalty with mediation of consumer satisfaction. Loyalty can occur if the satisfactionfelt by consumers. Thus, in this study, customer satisfaction a mediating variable for therelationship between the variables of service quality and customer loyalty.

scholarly journals The Effect of Product Quality on Customer Satisfaction Implications on Customer Loyalty in the Era Covid-19

2021 ◽  
Vol 2 (1) ◽  
pp. 71-83
Author(s):  
Afriapoll Syafarudin
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Research Survey ◽  
The Stability ◽  
High Level ◽  
Regional Banks

Customer satisfaction is the level of customer satisfaction after comparing the services or products received under what is expected. consumer satisfaction is the feeling of disappointment or pleasure for each individual after comparing the performance of the product that is thought of according to the expected product performance. Customer satisfaction is the goal of every company for the survival of every company. Paying attention to and increasing the level of customer satisfaction is very useful in the world of business competition. Companies with a high level of customer satisfaction tend to be superior to other competitors. Not only improving, but the company must also be able to maintain the stability of customer satisfaction levels to remain high. The function of customer satisfaction is very important in running a service and product business. By paying attention to customer satisfaction, entrepreneurs and business owners can find out about complaints and feedback from customers who receive services or products. From complaints and suggestions, the company can improve and improve the quality of customer service and products offered to compete and outperform competitors. A good company provides a means by which consumers can submit input and complaints so that consumers feel their voice heard. The research survey was conducted on 150 functional units at regional banks in Indonesia. The results showed that product quality affected customer quality and customer quality affected customer loyalty.

scholarly journals Kerangka Konseptual Kepuasan Pelanggan terhadap Jasa Transportasi Online Go Ride menggunakan Service Quality

2019 ◽  
Vol 4 (2) ◽  
Author(s):  
Hawwin Mardhiana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Conceptual Framework ◽  
Customer Loyalty ◽  
Quality Of Services ◽  
Transportation Services ◽  
Loyalty Intention ◽  
Transportation Service ◽  
Customer Services

Customer satisfaction in organizations is one of the critical succes factors for developing organizations.  To improve the quality of services, an organization must know customer satisfaction with the services provided by the organization. This study aims to present a conceptual framework that is used to analyze factors that affect service quality, customer loyalty and intention to repurchase or reuse online transportation services, Go-Ride. A conceptual framework proposed to measure Go-Ride customer satisfaction and its impact on customer loyalty and intention to repurchase. Starting from analyzing what is expected and what is felt by customer when the customer use these services with Servqual Method. This conceptual framework allows stakeholders in online transportation Go-Ride to understand customer and measure the quality of services. Conceptual Framework also can be used to set strategy and decision making improve the quality of customer services. In this study the transportation service provider can also divide customers into various categories, so the organization know how to position itself in the future that can be compared to quality of service with the competitors.Keywords : Go-Ride, Servqual, Customer Satisfaction, Servqual, Customer Loyalty, Intention to repurchase

Customer Loyalty Creation Based On Customer and Trust Satisfaction from Quality of Service in Pt. Pharos Indonesia Branch Denpasar

2018 ◽  
Vol 9 (02) ◽  
pp. 20493-20502
Author(s):  
Ni Ketut Trisna Utami ◽  
I Wayan Sujana ◽  
I Nengah Suardhika
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Quality Of Services

This study aims to test and analyze service quality, customer satisfaction, trust and customer loyalty. This research was conducted at PT. Pharos Indonesia Denpasar Branch with research population is outlet that make purchasing, sample used 100 units with purposive sampling method. All data obtained from questionnaires are suitable for use, then analyzed using structural equation model based on variance analysis known as Partial Least Square (PLS). The results showed that the better the quality of service provided to customers, it will have a better impact on improving customer satisfaction, the better the quality of services provided to customers, it will have an impact on increasing trust customers, the more satisfied customers will have an impact on the increase of customer loyalty, the higher the trust the customer will have an impact on increasing customer loyalty, the more satisfied customers will have an impact on increasing trust customers and the better quality of services provided to customers will have an impact on increased customer loyalty. The implication of this research is that service quality can be improved by considering reliability, customer satisfaction can be improved by paying attention to customer satisfaction to the whole product. Trust can be improved by taking into account competence and customer loyalty can be improved by paying attention to make purchases regularly.  

scholarly journals Pengaruh Kualitas Layanan dan Lokasi Terhadap Kepuasan dan Loyalitas Pelanggan pada Don’s Warnet Cikarang

2020 ◽  
Vol 5 (1) ◽  
pp. 56-63
Author(s):  
Asep Dony Suhendra
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Quality Of Services ◽  
Location Factors ◽  
Business World ◽  
Security Environment ◽  
Loyal Customer ◽  
Increasing Trend

Competition in the business world, especially the cafe industry shows an increasing trend. For some internet cafe managers, the importance of creating customer satisfaction and customer loyalty is very important and a primary goal. Managers of internet cafe services are now competing to improve optimal services to achieve these goals .Customer satisfaction and customer loyalty are expressions of feelings or impressions of everyone when using a product or service. This research aims to identify and examine the factors that may affect the customer's satisfaction and loyalty in Don 's Warnet Cikarang . With a sample size of 200 people , the research carried out on the visitors who have used the services of Don 's Warnet , and conducted by purposive sampling technique .The results show that customer satisfaction is positively and significantly influenced by the quality of service and location factors . As for the only customer loyalty is positively and significantly influenced by customer satisfaction factors . The moderating variable frequency of visits and customer's place of residence does not give significant results on satisfaction and customer loyalty .Thus , it can be concluded that in order to get satisfaction and customer loyalty , besides place the business location that is close to the customer's environment , Don 's Warnet should further improve the quality of services , especially in the field of reliability of internet access , responsiveness operators , security environment and a sense of empathy towards the customer . So the satisfaction perceived by customers , is expected to make a loyal customer to the products / services used .

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.

Karratha infrastructure strategy: supporting Woodside's residential workforce and the Karratha community

2013 ◽  
Vol 53 (2) ◽  
pp. 468
Author(s):  
Tina Thomas
Keyword(s):  
Quality Of Services ◽  
Regional Area ◽  
Strategic Approach ◽  
Local Stakeholders ◽  
High Level ◽  
Education Culture ◽  
Demand For Health ◽  
Community Infrastructure

This extended abstract discusses Woodside’s Karratha Infrastructure Strategy (KIS) as a measure to attract and retain the residential workforce in Karratha and to support the wider community. A high-level overview of Woodside’s workforce model to support its operations on the Burrup Peninsula is also provided. Attracting and retaining a substantial residential workforce in a regional area such as Karratha poses challenges (remoteness of the community, high demand for health and education services, and ageing community infrastructure) to its development and and residential workforce critical to Woodside’s operations. As a response, Woodside is delivering its KIS, which focuses on working with key local stakeholders to scope and deliver community infrastructure projects in areas of identified need, including health, education, culture, and recreation. These targeted investments that align with business needs and the external environment contribute to helping Woodside’s residential workforce, lifting the quality of services and infrastructure available, and improving the long-term sustainability of Karratha and its surrounding communities. The presentation details key elements of KIS, including the strategic approach to project selection and development, successes to date, and lessons learnt. It is relevant to a range of industry stakeholders interested in contributing to a community’s sustainable development and understanding and managing the challenges of supporting a residential workforce in a regional area.

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