scholarly journals Pengaruh Perceived Service Quality dan Switching Cost terhadap Customer Loyalty

2019 ◽  
Vol 4 (2) ◽  
pp. 76-84
Author(s):  
Dhia Annisa Hidayaturrakhma ◽  
Eded Tarmedi ◽  
Lisnawati Lisnawati
Keyword(s):  
Regression Analysis ◽  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Switching Cost ◽  
Survey Method ◽  
Perceived Service Quality ◽  
High Category

Abstract: This research aims to determine the Effect of Perceived Service Quality and Switching Cost on Customer Loyaly in the IM3 Ooredoo Users in Indonesia. This research is a descriptive verification research, using explanatory survey method by simple random sampling technique with 150 respondents and the data were analized by multiple regression analysis with the help of SPSS 24.0. The outcome of this study indicate that the concept of perceived service quality is fairly high category, the concept of switching cost is fairly high category, the concept of customer loyalty is fairly high category, and the customer loyalty is influenced by both perceived service quality and switching cost.Keywords: Perceived Service Quality; Switching Cost; 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 Peran Switching Costs Sebagai Variabel Moderasi Pada Pengaruh Kepuasan Atas Kualitas Jasa Terhadap Loyalitas Nasabah Pt. Bank Negara Indonesia (Persero) Tbk. Cabang UNAIR Di Surabaya

2009 ◽  
Vol 2 (3) ◽  
Author(s):  
Indrianawati Usman ◽  
Ricky Gandhi Saputra
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Switching Costs ◽  
Switching Cost ◽  
Analyze Data

This paper examine the influence of satisfaction at service quality (SERVQUAL) that related to customer loyalty with moderated by switching costs in PT. Bank Negara Indonesia (Persero) Tbk branch UNAIR Surabaya. Variable conduct in this paper is satisfaction at service quality (X), switching costs (Z), and loyalty (Y). Sampling is conducted by purposive non random sampling and use moderated regression analysis to analyze data. The result indicates effect of customer satisfaction on loyalty in customers is less when switching cost is perceived to be high rather than low. In other words, perceived switching cost reduces customers’ sensitivity to the level of customer satisfaction.

scholarly journals Peran Kualitas Pelayanan Terhadap Loyalitas Pelanggan Jasa Transportasi Online

2019 ◽  
Vol 5 (1) ◽  
pp. 1
Author(s):  
Ingga Widi Aprilla ◽  
Sholihati Amalia
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Good Service ◽  
The People ◽  
The Mind ◽  
A Company

Service quality is a form of activity undertaken by a company that aims to meet the wants and needs of customers by providing good service. Customer loyalty is a consumer's assessment of the quality of the product or service it receives based on existing expectations in the mind. Loyal customers will always tend to only one brand even though there are many similar brands. Sample in this study amounted to 135 respondents, is the people of Bandung who have or often use online transportation. The sampling technique using simple random sampling. The purpose of this study is to find out the influence of service quality on online transportation customer loyalty. The result obtained shows that service quality influence significantly customer loyalty by 24,1%.

scholarly journals FORMING CUSTOMER LOYALTY THROUGH FACTORS IN MEDIATION OF CUSTOMER SATISFACTION

2021 ◽  
Vol 2 (2) ◽  
pp. 233-249
Author(s):  
Agung Hudaya
Keyword(s):  
Structural Equation Modeling ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Structural Equation ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Equation Modeling

The purpose of this study is to determine how price, service quality, customer satisfaction on customer loyalty and how much influence, price, service quality on customer satisfaction which has implications for customer loyalty. The sample used in this study amounted to 100 respondents who were taken by simple random sampling technique. Data analysis in this study used Structural Equation Modeling (SEM) which was carried out with the help of the SEM program from Smart PLS 3.0. Besides, this research also proves that the price variable will affect customer satisfaction, then the price will also affect customer loyalty, as well as service quality affects customer satisfaction and will also affect customer loyalty. and also the mediating variable of customer satisfaction which will affect customer loyalty. Blanja.com in Jakarta.

scholarly journals PENGARUH KUALITAS LAYANAN DAN CITRA MEREK TERHADAP KEPUASAN KONSUMEN HOTEL GRAND CANDI SEMARANG

2020 ◽  
Vol 8 (3) ◽  
Author(s):  
Iwan Kurniawan Subagja ◽  
Azis Hakim
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Random Sampling ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Multiple Linear Regression Analysis

<em>This study aims to determine the effect of service quality and brand image on customer satisfaction. The research was conducted at Hotel Grand Candi Semarang. The sampling technique used simple random sampling and data analysis used multiple linear regression analysis. The results showed that service quality and brand image had a positive and significant effect on customer satisfaction at Hotel Grand Candi Semarang.</em>

scholarly journals Peran Kualitas Pelayanan Terhadap Loyalitas Pelanggan Jasa Transportasi Online

2019 ◽  
Vol 5 (1) ◽  
pp. 1-9
Author(s):  
Ingga Widi Aprilla ◽  
Sholihati Amalia
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Good Service ◽  
The People ◽  
The Mind ◽  
A Company

Service quality is a form of activity undertaken by a company that aims to meet the wants and needs of customers by providing good service. Customer loyalty is a consumer's assessment of the quality of the product or service it receives based on existing expectations in the mind. Loyal customers will always tend to only one brand even though there are many similar brands. Sample in this study amounted to 135 respondents, is the people of Bandung who have or often use online transportation. The sampling technique using simple random sampling. The purpose of this study is to find out the influence of service quality on online transportation customer loyalty. The result obtained shows that service quality influence significantly customer loyalty by 24,1%.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN CITRA PERUSAHAAN TERHADAP LOYALITAS NASABAH PADA AJB BUMIPUTERA

2019 ◽  
Vol 8 (2) ◽  
pp. 109-126
Author(s):  
Erwin Budianto
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Research Method ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Corporate Image ◽  
Customer's Loyalty ◽  
Initial Survey ◽  
Descriptive Method

Declining of the customer number still indicate a lack of customer loyalty to opt-in AJB's services. It based on an initial survey that the service quality provided to customers was not optimal as well as the reputation of the company decreased due to problems with the customer so it can not maintain the Company Image which was already built for so long. This study aimed to analyze the influence of service quality and corporate image on customer loyalty in AJB Bumiputera Branch Setiabudi Bandung. This research method using descriptive method of verification approach.The sampling methodology which is used in this research is consisting of the sample and population. The sampling technique which is used is simple random sampling consisted of 85 responders. The results of research FCount (151 339)> FTable (3.13) then H0 and H1 accepted, means that there is influence between service quality and corporate image on customer loyalty in AJB Bumiputera Branch Setiabudi Bandung. which means there is the existence of a direct relationship. Keywords: Service Quality, Corporate Image, Customer’s Loyalty. Kebutuhan akan jasa asuransi kini makin dirasakan. baik oleh perorangan maupun dunia usaha di Indonesia. Asuransi merupakan sarana finansial dalam tata kehidupan rumah tangga, baik dalam menghadapi resiko yang mendasar seperti resiko kematian, atau dalam menghadapi resiko atas harta benda yang dimiliki. Menurunnya jumlah nasabah mengindikasikan Masih minimnya loyalitas nasabah untuk mengunakan kembali jasa asuransi AJB Bumiputera. Hal ini berdasarkan survey awal bahwa belum optimalnya Kualitas Pelayanan yang diberikan kepada nasabah serta Reputasi dari perusahaan menurun karena adanya masalah dengan nasabah sehingga tidak bisa menjaga Citra Perusahaan yang sudah dibangun sekian lama.Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan dan citra perusahaan terhadap loyalitas nasabah pada AJB Bumiputera Cabang Setiabudi Bandung. Fenomena yang terjadi adalah Metode penelitian ini menggunakan metode deskriptif dengan pendekatan verifikatif.Metode penarikan sampel yang digunakan terdiri dari populasi dan sampel. Teknik sampling yang digunakan adalah simple random sampling yang terdiri dari 85 orang responden.Metode verikatif yang digunakan adalah Importance Performance Analysis ( IPA ), Regresi Berganda, Koefisien Determiansi, Korelasi dan Uji Hipotesis untuk mengetahui pengaruh kualitas pelayanan dan citra perusahaan terhadap  loyalitas nasabah pada AJB Bumiputera cabang Setiabudi Bandung baik secara parsial maupun simultan, dengan menggunakan alat bantu software yaitu SPSS for Windows 17 Hasil penelitian Fhitung (151.339) > Ftabel (3,11) maka H0 ditolak dan  H1 diterima, Artinya  terdapat pengaruh antara kualitas pelayanan dan citra perusahaan terhadap loyalitas nasabah pada AJB Bumiputera Cabang Setiabudi Bandung.Yang artinya adanya hubungan yang searah. Kata Kunci : Kualitas Pelayanan, Citra Perusahaan, Loyalitas Nasabah

Factors Contributing to Customer Loyalty in Commercial Banking

2014 ◽  
Vol 1 (1) ◽  
pp. 413 ◽  
Author(s):  
Bareerah Khan ◽  
Muhammad Rizwan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Sampling Technique ◽  
Switching Cost ◽  
Commercial Banking ◽  
Corporate Image ◽  
Perceived Service Quality ◽  
Customer Involvement

Customer Loyalty has been realized as a significant aspect in the establishment and maintenance of competitive edge in services sectors. Firm’s performance is positively affected with customer loyalty.  Customer Loyalty not only increases the business value but they also allow it to uphold costs lower than those associated with attracting new customers. Now days, banking sectors are promoting Relational marketing which is beneficial for them to build long-term relationship with their customers. Empirical research of this paper examines the extent to which customer Satisfaction in accordance with Perceived Service quality and Trust, Switching Cost, Corporate Image, Customer Involvement Influence the Customer Loyalty in banking sector. For this analysis, Questionnaires were distributed among 150 people and data were collected from 148 questionnaires selected through non-probability sampling technique. Regression and Correlation techniques were used for the analysis of this study. Findings show that there is a direct positive and significant relationship between Customer Satisfaction together with Perceived Service Quality, Corporate Image, Customer involvement and Customer Loyalty. While, Switching Cost has a positive but insignificant relationship on Customer Loyalty.

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.

PENGARUH KEPEMIMPINAN DAN MOTVASI KERJA TERHADAP KUALITAS PELAYANAN PUBLIK (STUDI KASUS PADA KANTOR KEMENTERIAN AGAMA SUNGAI PENUH )

2020 ◽  
Author(s):  
Pahrizal
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Public Service ◽  
Random Sampling ◽  
Secondary Data ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Primary Data ◽  
Analysis Techniques ◽  
Intervening Variables

The research is proposed to test the influence of Leadership and Motivation Work on Public Service Quality. The population in this study was the Kantor Kementerian Agama Sungai Penuh who had received the last 1 year service at the Kantor Kementerian Agama Sungai Penuh, amounting to 260 people. Furthermore, by using the Slovin formula, a sample size of 158 people was chosen with a sampling technique based on Simple Random Sampling. This study uses primary data and secondary data. Data analysis techniques used are path analysis and hypothesis testing using t test with data analysis using SPSS version 20. The results of the study based on showing that partially the Leadership and motivation work have a positive and significant effect on Public Service Quality. The results also show that motivation work variables act as intervening variables between Leadership and Public Service Quality.

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