scholarly journals Perceptions of Service Quality and Corporate Image Against Satisfaction and Customer Loyalty

2020 ◽  
Author(s):  
Siti Maria ◽  
Yundi Permadi Hakim ◽  
Dio Caisar Darma
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Research Data ◽  
Corporate Image ◽  
Significant Positive Effect ◽  
Analysis Method ◽  
Statistical Analysis Method ◽  
Positive Effect ◽  
Interview Questionnaire

The purpose of the study looked at the influence: (1) Perceptions of service quality and corporate image directly on customer satisfaction; (2) Perceptions of service quality, corporate image, and satisfaction directly on customer loyalty; (3) Perceptions service quality and corporate image indirectly on loyalty through customer satisfaction at Travel Prima. The type of research data used comes from the primary (interview questionnaire to the respondent) and secondary (scientific books, articles, or internet). The data is processed quantitatively by path statistical analysis method using SPSS version 23.0. The conclusion of the analysis results can be drawn is: (1) Perceptions of service quality and corporate image directly have a significant positive effect against customer satisfaction; (2) Perceptions of service quality, corporate image, and satisfaction directly have a significant positive effect against customer loyalty; (3) Perceptions of service quality and corporate image indirectly have a significant positive effect against loyalty through customer satisfaction at Travel Prima (Samarinda City). Keywords: perceptions of service quality; corporate image; satisfaction; customer loyalty

scholarly journals Pengaruh Citra Perusahaan, Kualitas Layanan dan Kepuasan Nasabah terhadap Loyalitas Penggunaan BNI Mobile Banking (Studi Kasus BNI Kantor Cabang Harmoni)

2021 ◽  
Vol 5 (2) ◽  
pp. 155
Author(s):  
Kaledin Siadari ◽  
Anas Lutfi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Corporate Image ◽  
Mobile Banking ◽  
Analysis Method ◽  
Independent Variables ◽  
A Value ◽  
Operational Variables ◽  
Positive Effect

The purpose of this research is to find out the effect of corporate image, service quality, and customer satisfaction on the loyalty of BNI Mobile Banking use. The sampling technique used in this research is nonprobability sampling by accidental sampling using a quantitative approach by distributing questionnaires to 100 respondents. The data analysis method used in this research is multiple regression analysis. For operational variables using the Likert scale method of validity used a computer measuring instrument that is SPSS 26.0. The results showed that all independent variables have a simultaneous effect on the loyalty of BNI Mobile Banking usage positively and also have a positive effect on the loyalty of BNI Mobile Banking usage. Thus, corporate image, service quality, and customer satisfaction have positive affect and significance on the loyalty of BNI Mobile Banking usage, where the corporate image is the most dominant variable with a value of 0.342. Penelitian ini bertujuan untuk mengetahui pengaruh citra perusahaan, kualitas layanan dan kepuasan nasabah terhadap loyalitas penggunaan BNI Mobile Banking. Teknik pengambilan sampel menggunakan nonprobability sampling dengan cara accidental sampling, pendekatan kuantitatif dilakukan dengan cara menyebarkan kuesioner kepada 100 responden. Metode analisis data yang digunakan adalah analisis regeresi linear berganda, dan untuk operasional variabel menggunakan skala Likert dengan bantuan SPSS 26.0. Hasil penelitian menunjukkan bahwa semua variabel independen secara bersama-sama berpengaruh positif dan signifikan terhadap loyalitas penggunaan Mobile Banking dan juga berpengaruh positif dan signifikan secara individual terhadap loyalitas penggunaan Mobile Banking. Citra perusahaan merupakan variabel yang paling dominan dalam penelitian dengan nilai sebesar 0.342.

scholarly journals PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEGABAI VARIABEL INTERVENING PADA PENGGUNA OJEK ONLINE GRAB (STUDI PADA MAHASISWA STIE TAMANSISWA BANJARNEGARA)

Medikonis ◽  
2020 ◽  
Vol 11 (1) ◽  
pp. 1-15
Author(s):  
Lustono Lustono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Negative Relationship ◽  
Sampling Technique ◽  
Significant Positive Effect ◽  
The Relationship ◽  
Positive Effect

ABSTRACT This study aims to determine the effect of service quality with price on customer loyalty through customer satisfaction as an intervening variable. STIE Tamansiswa Banjarnegara case study. In this study the independent variable consists of service quality and price, the intervening variable is customer satisfaction and the dependent variable is customer loyalty. The population of this study is 203 the total number of active students of STIE Tamansiswa Banjarnegara. While the sample of this study was 135 respondents. With accidental sampling technique. The type of research data is primer and data collection techniques using questionnaires. The results showed that partially the quality of service did not have a significant positive effect on customer loyalty. Price has a significant positive effect on customer loyalty. Service quality has a significant positive effect on customer satisfaction. Price has a significant positive effect on customer satisfaction. Customer satisfaction has a positive effect on customer loyalty. Customer satisfaction does not mediate the relationship between customer satisfaction and customer loyalty. Customer satisfaction can mediate a negative relationship between price and customer loyalty.

scholarly journals The Effect of Company Image, Service Quality, and Completeness of Facilities on Customer Satisfaction In Bank Muamalat Rantau Prapat

2021 ◽  
Vol 4 (2) ◽  
pp. 3032-3038
Author(s):  
Azmi Rizki Tanjung ◽  
Elida F S Simanjorang ◽  
Yudi Prayoga ◽  
Christine Herawati Limbong
Keyword(s):  
Data Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significance Test ◽  
Corporate Image ◽  
Analysis Method ◽  
Research Subjects ◽  
Simultaneous Effect ◽  
Positive Effect

Research was conducted at PT Bank Muamalat KCP Rantaprapat. The objective of this research was to find out: To what extent is the influence of corporate image, service quality and completeness of facilities on customer satisfaction at PT Bank Muamalat KCP Rantauprapat.  The research subjects consisted of several customers, in this study the respondents were 100 people. Data collection techniques using questionnaires and observations. While the data analysis method used is the Research Instrument Test, Classical Assumption Test, Simultaneous Effect Significance Test (F), Partial Effect Significance Test (T Test), Determinant Coefficient (R2) using SPSS Statistics Version 22 software, then draw the appropriate conclusions. With research results. The results showed that the Company Image, Service Quality, and Completeness of Facilities Have a Positive Effect on Customer Satisfaction at PT Bank Muamalat KCP Rantauprapat, Keywords: Company Image, Service Quality, Facilities, Customer Satisfaction.

scholarly journals The Effect of Service Quality, Customer Satisfaction and Corporate Image on Customer Loyalty in the banking sector in Indonesia

2018 ◽  
Author(s):  
Didit Darmawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Corporate Image ◽  
Decision Making Process ◽  
Positive Effects ◽  
Research Population ◽  
Positive Effect

The Main purpose of this study is to show the role of service quality, customer satisfaction and corporate image on customer loyalty. The research population is bank customers in East Java who have high involvement in decision making process. This study involved 250 respondents who came from retail customers from five largest banks in Indonesia. The research results indicate that service quality has significant positive effects on customer satisfaction, corporate image, and customer loyalty. Also, customer satisfaction has significant positive effects on corporate image. Finally, both of customer satisfaction and corporate image are found to have a significant positive effect on customer loyalty. The model indicates that corporate image has the bigger effect on customer loyalty when compared with both service quality and customer satisfaction. Service quality can enhance and create both of customer satisfaction and corporate image.he abstract should summarize the content of the paper. Keywords: Service quality, customer satisfaction and corporate image, customer loyalty

The Influence of Marketing Information Systems on Customer Loyalty in the Denpasar Automotive Industry in the Time of Covid-19

2021 ◽  
Vol 8 (1) ◽  
pp. 81-89
Author(s):  
Kelvin Hendrata ◽  
Putu Ngurah Suyatna Yasa ◽  
Ni Luh Putu Indiani
Keyword(s):  
Information System ◽  
Information Systems ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Automotive Industry ◽  
Significant Positive Effect ◽  
Insignificant Effect ◽  
Marketing Information ◽  
Positive Effect

Corona Virus Disease (Covid-19) in a pandemic situation, various elements are affected, one of which is the automotive sector. Companies are required to increase profits where in the current conditions loyal customers are the basis of their market. arketing information systems are important to increase customer loyalty during a pandemic accompanied by quality service and customer satisfaction. This study aims to determine the correlation between the marketing information system mediated by service quality, customer satisfaction, and customer loyalty in the automotive industry in Denpasar. The sample method uses random sampling with accidental sampling through distributing questionnaires that are measured using a Likert scale. The research sample consisted of 80 respondents, namely customers who had been to an authorized car dealer in the city of Denpasar. The results showed that the marketing information system had a positive and insignificant effect on customer loyalty. Marketing information systems have a significant positive effect on service quality and customer satisfaction. Service quality has a significant positive effect on customer loyalty, besides that customer satisfaction has a positive and insignificant effect on loyalty. Service quality and customer satisfaction are perfect mediations of the relationship between marketing information systems and customer loyalty, so this shows that marketing information systems are needed to maintain customer loyalty which is assisted by service quality and customer satisfaction so that companies can survive the Covid-19 era, especially in the industry automotive.

scholarly journals Service Quality, Customer Satisfaction, and Company Image towards Customer Loyalty At Pt. Gajah Gotra Bali

2020 ◽  
Vol 11 (09) ◽  
Author(s):  
Anak Agung Istri Setiari JMH ◽  
Anak Agung Putu Agung ◽  
I Wayan Sujana ◽  
Nengah Landra
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Positive Effect ◽  
High Level ◽  
The Relationship ◽  
Positive Effect

The high level of competition causes several companies experiencing business bankruptcy. In the last 6 years, based on data from several Bali Branch Logistics Associations, it shows a decrease in the number of association members. This study aims to analyze and determine the effect of service quality, customer satisfaction, company image on customer loyalty at PT. Gajah Gotra Bali. The research was conducted on 100 employees through interviews and questionnaires. Data were analyzed using the Smart PLS-SEM version 23.0 program. The results showed that service quality has a significant positive effect on customer satisfaction, company image and customer loyalty. Customer satisfaction has a significant positive effect on customer loyalty. Company image has no effect on customer loyalty. Customer satisfaction is able to mediate the service quality relationship to customer loyalty. Company image is not able to mediate the relationship between service quality and customer loyalty.

scholarly journals SERVICE QUALITY, PRICE, CUSTOMER SATISFACTION AND CUSTOMER LOYALTY: A STUDY OF CONVENIENCE STORES IN HO CHI MINH CITY

2020 ◽  
Vol 37 (01) ◽  
Author(s):  
DAM TRI CUONG ◽  
NGUYEN THANH LONG
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Ho Chi Minh City ◽  
Equation Modeling ◽  
Future Research ◽  
Significant Positive Effect ◽  
Convenience Stores ◽  
Positive Effect

This study aims to examine the relationship between the service quality, price, customer satisfaction and customer loyalty for the convenience stores in Ho Chi Minh City. These relationships were tested with a sample of 358 customers at convenience stores in Ho Chi Minh City. By using the partial least squared structural equation modeling (PLS-SEM) with SmartPLS software for data analysis. The finding showed that service quality has a significant positive effect on both of customer satisfaction and customer loyalty. The finding of this paper also showed that price has a significant positive effect on both of customer satisfaction and customer loyalty. The finding also showed that customer satisfaction has a significant positive effect on customer loyalty. From the above results, the study offers implications for managers and directions for future research.

scholarly journals Effect Of Service Quality And Company Image On Customer Loyalty

2021 ◽  
Vol 2 (1) ◽  
pp. 51-54
Author(s):  
A.A. Ketut JAYAWARSA ◽  
A.A. Sri PURNAMI ◽  
Kadek Novita Maharani DEWI
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Technique ◽  
Corporate Image ◽  
Significant Positive Effect ◽  
Validity And Reliability ◽  
Regression Methods ◽  
Analysis Technique ◽  
Positive Effect

This study is entitled The Effect of Service Quality and Company Image on Customer Loyalty at PT. BPR Sari Jaya Sedana in Klungkung. The formulation of the problem is: How is the influence of service quality and company image on customer loyalty simultaneously and partially at BPR Sari Jaya Sedana. The objectives of this study were: To determine the effect of service quality and corporate image on customer loyalty simultaneously and partially at BPR Sari Jaya Sedana. The sample which is the object of this research is the customer at PT. BPR Sari Jaya Sedana. The sampling technique used random sampling technique with data collection techniques in the form of questionnaires with respondents as many as 40 customers. The data analysis technique used is the validity and reliability test, the classical assumption test, the determination test, the f test, and the t-test with multiple linear regression methods. The results showed that service quality and company image had a significant positive effect on customer loyalty. Then partially, service quality and company image also have a significant positive effect on customer loyalty.

scholarly journals PENGARUH KUALITAS LAYANAN, NILAI PELANGGAN, CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN (STUDI PADA PT. BPR PRIMA MULTI MAKMUR)

2021 ◽  
Vol 11 (2) ◽  
pp. 152
Author(s):  
Mochammad Faisal Fadli
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Customer Value ◽  
Census Data ◽  
Relationship Management ◽  
Customer Relationship ◽  
Significant Positive Effect ◽  
Positive Effect

This study aims to determine the effect of Service Quality, Customer Value, Customer Relationship Management (CRM) on Customer Satisfaction and Customer Loyalty of PT. BPR Prima Multi Makmur. The population is 88 customers with the sampling technique used is the census. Data obtained by using a questionnaire and documentation. The data analysis technique uses path analysis. The results showed that the Customer Value Variable (X2) had a significant and positive influence on the Customer Satisfaction variable (Y1). The Service Quality variable (X1) has a significant positive effect on the Customer Loyalty variable (Y2). The Customer Value variable (X2) has a significant positive effect on the Customer Loyalty variable (Y2). The CRM variable (X3) has a significant positive effect on the Customer Loyalty variable (Y2). The Customer Satisfaction variable (Y1) has a significant positive effect on the Customer Loyalty variable (Y2). Based on the research conclusions, it can be suggested the following: The company, in this case PT. BPR Prima Multi Makmur, must pay attention to the significant pathways in this research in order to add and retain customers better

scholarly journals Marketing mix: effects of service quality and consumer behavior on loyalty. The mediating role of customer satisfaction

2017 ◽  
Author(s):  
Rego Devila ◽  
Sosiawan Ma’mun ◽  
Ansar
Keyword(s):  
Consumer Behavior ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Total Sample ◽  
Marketing Mix ◽  
Significant Positive Effect ◽  
Insignificant Effect ◽  
Positive Effect

The purpose of this study was to analyze the effect of the marketing mix, quality of service and consumer behavior towards customer satisfaction and loyalty cement. This research was conducted in South Sulawesi province with a population of 1,618 people and carried out with the formula slovin 5%, the total sample of 323 respondents. The study's hypotheses were tested using a model of Structural Equation Model (AMOS ver. 18). The study found that direct marketing mix positive and significant impact on customer satisfaction cement; service quality and significant positive effect on customer satisfaction cement; consumer behavior and significant positive effect on customer satisfaction. Marketing mix has a positive and significant impact on customer loyalty cement; service quality and no significant positive effect on customer loyalty cement; consumer behavior and no significant positive effect on customer loyalty cement. Satisfaction has a positive and significant effect on customer loyalty cement. Marketing mix has a negative and significant effect on loyalty through customer satisfaction. Service qualities have a negative and insignificant effect on loyalty through customer satisfaction. Consumer behaviors have a negative and insignificant effect on loyalty through customer satisfaction.

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