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

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.

Download Full-text

PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING (PT BANK RAKYAT INDONESIA PERSERO TBK CABANG BANJARMASIN SAMUDERA)

Jurnal Bisnis dan Pembangunan ◽

10.20527/jbp.v10i2.10955 ◽

2021 ◽

Vol 10 (2) ◽

pp. 24

Author(s):

Nadia Mauliditta Septiana ◽

Dwi Wahyu Artiningsih ◽

Hairudinor Hairudinor

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Hypothesis Test ◽

Equation Model ◽

Partial Least Square ◽

Least Square

The purpose of this study is to analyze the Effect of Service Quality on Customer Loyalty with Customer Satisfaction (Case Study of PT Bank Rakyat Indonesia Persero Tbk Banjarmasin Samudera Branch. The type used in this research is explanatory research because this research explains the causal relationship between research variables through the hypothesis test that has been formulated previously. The analytical method uses Structural Equation Model (SEM) with Partial Least Square (PLS) Program. The results of this study prove that Service Quality has no effect on Customer Satisfaction at BRI Bank Prince Samudera Banjarmasin Branch, while Customer Satisfaction has a positive and significant effect on Customer Loyalty. And Service Quality has a positive and significant effect on Customer Loyalty.The results of this study prove that Service Quality has no effect on Customer Satisfaction at BRI Bank Prince Samudera Banjarmasin Branch, while Customer Satisfaction has a positive and significant effect on Customer Loyalty. And Service Quality has a positive and significant effect on Customer Loyalty.Keywords: Service Quality, Customer Loyalty, and Customer Satisfaction

Download Full-text

QUALITY OF SERVICE AND PRICE PERCEPTION AFFECT CUSTOMER LOYALTY WITH CONSUMER SATISFACTION AS A MEDIATION VARIABLES

Journal of Applied Management and Business (JAMB) ◽

10.37802/jamb.v1i2.144 ◽

2021 ◽

Vol 1 (2) ◽

pp. 25-31

Author(s):

Margareta Evy da Silva

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Consumer Satisfaction ◽

Structural Equation ◽

Equation Model ◽

Partial Least Square ◽

Least Square ◽

Mediating Role ◽

Perceived Price

This study investigates the effect of service quality and perceived price on customer satisfaction and the effect of customer satisfaction on customer loyalty. This study also seeks to determine the mediating role of customer satisfaction on the relationship between service quality and price perceptions and customer loyalty. This study focuses on observations on 100 students in Sidoarjo who have made purchases at Indomaret-Sidoarjo. The research hypothesis testing adopted the Structural Equation Model-Partial Least Square (SEM-PLS) technique using SmartPLS. This study found that customer satisfaction has a significant effect on customer loyalty and perceived price also has a significant effect on customer loyalty. However, this research proves that service quality does not have a significant effect on customer satisfaction.

Download Full-text

Pengaruh Kualitas Pelayanan terhadap Kepuasan Wisatawan serta Dampaknya terhadap Loyalitas : Studi di Ciater Spa Resort

10.31219/osf.io/yevg6 ◽

2018 ◽

Author(s):

Rahmat Priyanto ◽

Hary Hermawan

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Partial Least Square ◽

Least Square ◽

Visitor Satisfaction ◽

The Relationship ◽

Service Theory

The aim of this research is to know the influence of service quality to satisfaction and tourist loyality in Ciater Spa Resort. The method used in this research is descriptive verificative. Method analisis of this research is analisis path with software PLS. The results showed that the quality of service has no significant effect on loyalty, it means that service quality as exogenous variable requires intervening role (variable of satisfaction). Visitor satisfaction at Ciater Spa Resort has a significant effect on visitor loyalty. In addition, the relationship between the two research variables are positive, the increasing customer satisfaction will increase also loyalty, otherwise the decrease in visitor satisfaction will have an impact on the decrease in visitor loyalty. These findings have matched customer loyalty theory in marketing books. So that verifikatif research has been done successfully to verify the theory of loyalty in general. This article at once confirms a model of service theory as well as its relationship with satisfaction and loyalty, while minimizing the possibility of false loyalty so that this model can be used in the implementation of service management.Tujuan dari penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan dan loyalitas wisatawan di Ciater Spa Resort. Penelitian ini berjenis deskriptif-verifikatif. Metode analisis yang digunakan adalah analisis jalur dengan alat bantu sofware Partial Least Square (PLS). Hasil penelitian menunjukan bahwa Kualitas pelayanan di Ciater Spa Resort tidak berpengaruh signifikan terhadap loyalitas, hal ini berarti bahwa kualitas pelayanan sebagai variabel eksogen membutuhkan peran intervening (variabel kepuasan). Sedangkan, kepuasan pengunjung di Ciater Spa Resort berpengaruh signifikan terhadap loyalitas pengunjung. Selain itu hubungan diantara kedua variabel penelitian tersebut adalah positif, maka semakin meningkatnya kepuasan pengunjung akan semakin meningkat pula loyalitasnya, sebaliknya semakin menurunya kepuasan pengunjung akan berdampak terhadap semakin menurunnya loyalitas pengunjung. Penemuan ini telah sesuai teori loyalitas pelanggan dalam buku-buku pemasaran. Sehingga penelitian verifikatif yang telah dilakukan berhasil memverivikasi teori loyalitas secara umum. Artikel ini sekaligus menegaskan sebuah model teori pelayanan serta hubunganya dengan kepuasan dan loyalitas, sekaligus mampu meminimalisir adanya kemungkinan loyalitas semu sehingga model ini dapat dipakai dalam implementasi manajemen pelayanan.

Download Full-text

Consumer Satisfaction and Sustainable Loyalty in Retail: Perspective from Serice Quality and Perceived Price

Procedia Business and Financial Technology ◽

10.47494/pbft.2021.1.17 ◽

2021 ◽

Vol 1 ◽

Author(s):

Meylia Amanatul Rochma ◽

Devy Eleonora Julya Christanti Jun ◽

Achmad Yanu Alif Fianto

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Consumer Satisfaction ◽

Structural Equation ◽

Equation Model ◽

Partial Least Square ◽

Least Square ◽

Price Perception ◽

Perceived Price

This research investigates the effect of service quality and price perception on customer satisfaction and the effect of customer satisfaction on customer loyalty. This research also seeks to investigate the mediating role of customer satisfaction on the relationship between service quality and price perception with customer loyalty. This research focuses observations on 100 students in Sidoarjo who have made purchases in Indomaret- Sidoarjo. To test the research hypothesis, this research adopted the Structural Equation Model-Partial Least Square (SEM-PLS) technique using SmartPLS. This research found that customer satisfaction has a significant effect on customer loyalty and price perception also has a significant effect on customer loyalty. However, this study actually proves that service quality apparently has no significant effect on customer satisfaction

Download Full-text

ANTESEDEN CUSTOMER LOYALTY

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v10i2.2542 ◽

2018 ◽

Vol 10 (2) ◽

pp. 293

Author(s):

Rury Febria Alber

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Internet Banking ◽

Equation Model ◽

Partial Least Square ◽

Least Square ◽

Simple Linear Regression ◽

Managerial Implications

The purpose of this research is to test and analyze empirically the influence of service quality, customer satisfaction, and trust to loyalty of internet banking users. Researcher choose 280 respondents as the sample of this research, using purposive sampling. The statistical methods used to test the hypothesis are simple linear regression and Structural Equation Model with Partial Least Square (PLS). The result of this research shows that service quality, customer satisfaction, and trust affected loyalty of internet banking users. Based on the results of research that has been done, there are some managerial implications as follows: 1) display on internet banking making easier to understand, 2) service innovation provided by internet banking, 3) improved security system on internet banking and 4) cheaper transactions using internet banking.

Download Full-text

Faktor yang Mempengaruhi Loyalitas Pelanggan SPBU Pertamina di Jakarta

Jurnal Manajerial Dan Kewirausahaan ◽

10.24912/jmk.v2i4.9873 ◽

2020 ◽

Vol 2 (4) ◽

pp. 925

Author(s):

Grace Rumondang Ullina Pohan ◽

Cokki Cokki

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Partial Least Square ◽

Least Square ◽

Equation Modeling ◽

Convenience Sampling ◽

Data Collection Technique ◽

Price Perceptions

The purpose of this study is to test the effect of service quality, price perception, and trust directly on customer loyalty or indirectly through customer satisfaction. The population of this study was 100 Pertamina gas station customers in Jakarta. The data collection technique used is convenience sampling by distributing online questionnaires. Data analysis used the Partial Least Square-Structural Equation Modeling (PLS-SEM) technique. The results of this study are service quality and trust affect customer loyalty directly and indirectly through customer satisfaction, but price perceptions can only affect customer loyalty indirectly through customer satisfaction. Tujuan dari penelitian ini adalah untuk menguji pengaruh kualitas pelayanan, persepsi harga, dan kepercayaan terhadap loyalitas pelanggan secara langsung dan tidak langsung melalui kepuasan pelanggan. Populasi dari penelitian ini adalah 100 pelanggan SPBU Pertamina di Jakarta. Teknik pengambilan data yang digunakan adalah convenience sampling dengan menyebarkan kuesioner daring. Data analisis dengan menggunakan teknik Partial Least Square-Structural Equation Modelling (PLS-SEM). Hasil penelitian ini adalah kualitas pelayanan dan kepercayaan mempengaruhi loyalitas pelanggan secara langsung dan secara tidak langsung melalui kepuasan pelanggan, tetapi persepsi harga hanya dapat mempengaruhi loyalitas pelanggansecara tidak langsung melalui kepuasan pelanggan.

Download Full-text

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

Business and Finance Journal ◽

10.33086/bfj.v1i1.266 ◽

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.

Download Full-text

Pengaruh Kualitas Pelayanan Islami Terhadap Kepuasan dan Loyalitas Nasabah Bank BRI Syariah Surabaya

Jurnal Ekonomi Syariah Teori dan Terapan ◽

10.20473/vol1iss20149pp622-635 ◽

2015 ◽

Vol 1 (9) ◽

pp. 622

Author(s):

Rizky Pratama Putra ◽

Sri Herianingrum

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Sampling Technique ◽

Partial Least Square ◽

Least Square ◽

Religious Knowledge ◽

Loyal Customer ◽

Customer Satisfaction And Loyalty

This study aims to determine the influence of the Islamic service quality on customer satisfaction and loyalty switching intentions moderated by religious knowledge level in in Customer of BRISyariah Bank in Surabaya.The research method used is quantitative approach. This research use a total of 96 customers of BRISyariah Surabaya. Customer characteristics used are Moslem, registered as a funding or deposit customer for at least a year. The sampling technique is purposive sampling. This research uses a method PLS (Partial Least Square).The results showed that Islamic service quality has a positive and significant impact on customer satisfaction. Other results showed that customer satisfaction has significant impact to customer loyalty and Islamic service quality has significant effect on customer loyalty. This results in accordance with the theory of Othman and Owen that CARTER could be used to measure the quality of service on Islamic Banking. Suggestion for the BRISyariah Bank in Surabaya should maintain and improve its service quality in order to improve satisfaction and form a loyal customer. For further research, can be done by adding another variable which affect customer satisfaction and loyalty.

Download Full-text

The Determinant of Customer Satisfaction that Gives the Effect of Word of Mouth in PT. BPR Krisna Yuna Dana,Gianyar Bali

International Journal of Contemporary Research and Review ◽

10.15520/ijcrr/2018/9/02/437 ◽

2018 ◽

Vol 9 (02) ◽

pp. 20519-20532

Author(s):

Ni Putu Wiwik Juliantari ◽

I Nengah Suardhika ◽

IGN Eka Teja Kusuma

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Word Of Mouth ◽

Equation Model ◽

Corporate Image ◽

Partial Least Square ◽

Least Square ◽

Insignificant Effect ◽

Time Deposits

This study aims to test and analyze the quality of service, corporate image, customer satisfaction, and word of mouth. This research was conducted at PT. BPR Krisna Yuna Dana, Gianyar Bali with the research population are all customers of PT BPR Krisna Yuna Funds both savings, time deposits and credits, a sample of 95 customers using proportionate 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 result of the research shows that service quality has positive and significant effect to customer satisfaction, service quality has positive and insignificant effect to company image, company image has positive and significant effect to customer satisfaction, service quality have positive and insignificant effect on word of mouth, positive and significant to word of mouth, corporate image has a positive and significant effect on word of mouth, corporate image can influence word of mouth through customer satisfaction and service quality can influence word of mouth through customer satisfaction. The implication of this research is that service quality can be improved by paying attention to service guarantee, corporate image can be improved by paying attention to company management. Customer satisfaction can be improved by paying attention to customer satisfaction to product and word of mouth can be improved by paying attention to motivate friend / relation.

Download Full-text

Mengukur pengaruh kualitas layanan model CARTER terhadap kepuasan nasabah perbankan syariah Indonesia

Journal of Business and Banking ◽

10.14414/jbb.v6i2.718 ◽

2019 ◽

Vol 6 (2) ◽

Author(s):

Abu Amar Fauzi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Market Share ◽

Structural Equation ◽

Banking System ◽

Equation Model ◽

Partial Least Square ◽

Least Square ◽

Business Units ◽

Conventional Banks

Sharia banking in Indonesia continues to grow from year to year and there are currently 12 sharia commercial banks and 22 sharia business units of conventional banks. However, the market share of sharia banking is still less than 5% of the market share of conventional banking. This phenomenon proves that the existence of sharia banking on a dual banking system that runs in Indonesia is still a shadow of conventional banking. By using a CARTER model consisting of the dimensions of compliance, assurance, reliability, tangible, empathy, and responsiveness, this research is directed to explore the perception of customers to service quality dan its influence on customer satisfaction of sharia banking in Indonesia. Structural Equation Model (SEM) based on nonlinear regression techniques partial least square (PLS) on WarpPLS 5.0 is used to analyze the data obtained from a survey of 97 customers of Bank Muamalat Indonesia in Surabaya. These results indicate that the service quality of sharia bank has a significant relationship with customer satisfaction. Empathy has the most powerful influence on customer satisfaction of sharia bank. Yet, compliance becomes the lowest dimension of service quality that affects customer satisfaction in Indonesia sharia banks.

Download Full-text