scholarly journals Pengaruh Persepsi Harga dan Kualitas Pelayanan terhadap Loyalitas Pelanggan Dimediasi Kepuasan Konsumen Pada RM. Wongsolo Malang

IQTISHODUNA ◽  
2020 ◽  
Vol 16 (2) ◽  
pp. 167-190
Author(s):  
Mariana Puspa Dewi
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Causal Relationship ◽  
Quantitative Study ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Quality Service ◽  
Price Perception ◽  
Research Type ◽  
Research Show

The objective of this research is to: (1) Review and analyze the effect of price perception based on customer loyalty of RM. Wong Solo Malang, (2) Review and analyze the effect of service quality to customer loyalty, (3) Review and analyze the effect of price perception through consumer satisfaction, (4) Review and analyze the effect of service quality through consumer satisfaction to customer loyalty, (5) Review and analyze the effect of consumer satisfaction to customer loyalty. This research type is a quantitative study in the form of a causal relationship. The population in this research was 100 consumers in RM. Wong Solo Malang. The technique used in this research is an accidental sampling. The analysis used is path analysis. The results of this research show that : (1) Price perception has a positive and significant effect on customer loyalty of RM. Wong Solo Malang, 2) Service quality has a positive and significant effect on customer loyalty, 3) Price perception has a significant effect on customer loyalty based on consumer satisfaction, 4) Service quality has a significant effect on customer loyalty based on consumer satisfaction, 5) Consumer satisfaction has a significant effect on price perception and quality service to customer satisfaction.

scholarly journals PENGARUH KUALITAS PRODUK DAN PELAYANAN TERHADAP LOYALITAS KONSUMEN MUSLIM DENGAN KEPUASAN SEBAGAI VARIABEL INTERVENING

2021 ◽  
Vol 1 (2) ◽  
Author(s):  
Tri Anagh Firli ◽  
Drajat Stiawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Field Research ◽  
Primary Data ◽  
Research Approach ◽  
Quality Service ◽  
Business World

In the business world, quality is certainly something very important. Quality or product quality is a determinant of consumer satisfaction, after buying or using a product. In addition to product quality, one thing that should not be missed is service quality. Service quality is a measure of how good the level of service that a company can provide to its customers. Even Islamic teachings have taught about providing services from businesses that must be carried out properly, both in the products and services provided. Both have an important role in customer satisfaction and loyalty. This type of research is field research with a research approach that is quantitative research. Where the variables used in this study are product quality, service quality, customer satisfaction and customer loyalty. The population in this study were Muslim consumers of Le'gita Coffee & Bristo Pemalang. Sampling using the Lemeshow formula with a total sample of 100 respondents. Sources of data in this study are primary data and secondary data. The data collection method used is a questionnaire, and the analysis method is path analysis where the variable of consumer satisfaction is the intervening variable. Based on the results of the study, two path test equations were obtained. The result of testing the two equations is that there is an influence between the two independent variables, namely product quality and consumer quality on consumer loyalty either directly or indirectly through customer satisfaction.Dalam dunia bisnis menyoal kualitas tentunya sesuatu yang sangat penting. Mutu ataukualitas produk adalah penentu kepuasan konsumen, setelah memberli ataupun memakai sebuah produk.Selain kualitas produk, salah satu hal yang tidak boleh dilewatkan adalah kualitas pelayanan. Kualitas pelayanan merupakan sebuah ukuran mengenai seberapa bagus tingkat pelayanan yang mampu diberikan oleh sebuah perusahaan pada konsumennya. Dalam ajaran Islampun sudah mengajarkan tentang memberikan layanan dari usaha harus dijalankan dengan baik, baik dalam produk ataupun jasa yang diberikan. Keduanya mempunyai peran penting dalam kepuasan dan loyalitas konsumen. Jenis penelitian ini adalah field research dengan pendekatan penelitian yaitu penelitian kuantitatif. Dimana variabel yang digunakan pada penelitian ini adalah kualitas produk, kualitas pelayanan, kepuasan konsumen dan loyalitas konsumen. Populasi pada penelitian ini adalah konsumen muslim Le’gita Coffee & Bristo Pemalang. Pengambilan sampel dengan menggunakan rumus lemeshow dengan jumlah sampel sebanyak 100 responden. Sumber data pada penelitian ini adalah data primer dan data sekunder. Metode pengumpulan data yang digunakan adalah kuesioner, dan metode analisis yaitu uji jalur (path analysis) dimana variabel kepuasan konsumen sebagai variabel intervening. Berdasarkan hasil penelitian diperoleh dua persamaan uji jalur. Hasil dari pengujian kedua persamaan yaitu terdapat adanya pengaruh pada antara kedua variable bebas yaitu kualitas produk dan kualitas konsumen terhadap loyalitas konsumen baik secara langsung ataupun secara tidak langsung melalui kepuasan konsumen.

scholarly journals PENGARUH PERSEPSI HARGA, PROMOSI, DAN KUALITAS PELAYANAN TERHADAP KEPUASAN DAN DAMPAKNYA TERHADAP LOYALITAS KONSUMEN

2018 ◽  
Vol 7 (11) ◽  
pp. 5955
Author(s):  
I Made Adi Juniantara ◽  
Tjokorda Gde Raka Sukawati
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Significant Influence ◽  
Consumer Satisfaction ◽  
Service Providers ◽  
Sampling Technique ◽  
Transportation Services ◽  
Price Perception ◽  
Analysis Technique

In Denpasar the application of online-based transport service providers experienced a very tight competition in order to get big profits. In the area of ??Denpasar itself has been operating three online service provider-based services such as Uber, Gojek and Grab. This research type of online transportation services to be selected is UberX. The research location was conducted in Denpasar city. The number of samples used were 133 respondents, sample determination using non-probability sampling method with purposive sampling technique. Data collection method used is questionnaire with path analysis technique (path analysis). The result of the research found that price perception have positive and significant influence to satisfaction, promotion have positive and significant effect to satisfaction, service quality have positive and significant effect to satisfaction, and consumer satisfaction have positive and significant influence to consumer loyalty. This shows that the better the consumer perception of price, promotion and quality of service provided will increase customer satisfaction and loyalty UberX. Keywords: price perception, promotion, service quality, satisfaction, loyalty

scholarly journals Kepuasan Dan Loyalitas Pelanggan Pada Produk Susu Bayi Menggunakan Service Quality Dan Path Analysis

2010 ◽  
Vol 3 (1) ◽  
Author(s):  
Kukuh Winarso
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Product Line ◽  
Consumer Loyalty ◽  
Quality Dimension ◽  
Large Step ◽  
Quality Product ◽  
A Company ◽  
Research Show

To enlarge market share a company has to produce quality product, accordance with what the consumers want. At the large step company has to be able to see and give more attention to the customer (consumer) satisfaction factors. In the next steps company can identify their customer loyalty to their products, that are factors or variables influence consumers loyalty to select to buy their products. There are many factors that can identify whether the consumer is loyal or not, such as by knowing the characteristics of a loyal consumer : a) buy regularly, b) buy outside the product line, c) refuse other products and show resistance from competitors power of attraction (not easily influenced by competitors power of attraction for the same products), d) recommend from mouth to mouth. Included in this research is PT. X that produce baby milk, needs approaches to identify satisfaction and finally customers loyalty. The results of this research show that consumers percieve service quality they received as not yet fulfill their expectations. Improvement priority should be started from Responsiveness, Emphaty, Assurance, Tangible and Reliability dimensions. All consumer satisfaction dimensions, both directly or simultaneously influence to consumers loyalty. Consumer satisfaction for Tangible, Reliability, Responsiveness, Assurance and Emphaty dimensions together influence to consumer loyalty of 54.66%. Whereas other variables influences outside the service quality dimension to consumer loyalty of 45.34%

scholarly journals THE INFLUENCE OF BRAND EXPERIENCE AND SERVICE QUALITY TO CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION IN STARBUCKS COFFEE MALANG

2018 ◽  
pp. 185
Author(s):  
Aldeline Nolita Devia
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Brand Experience ◽  
Test Results ◽  
A Value

<p align="center"><strong>ABSTRACT</strong></p><p>This study discusses the effect of Brand Experience and service quality on customer loyalty mediated customer satisfaction. The purpose of this study was to determine and analyze in depth the effect of brand experience and service quality on customer loyalty mediated customer satisfaction at Starbucks Coffee Malang. This research uses explanatory research that explain the causal relationship between the variables studied.By using a survey of 180 respondents to test the research hypothesis.Research data analysis using the test instrument, the classical assumption test, multiple linear regression, and path analysis / Path Analysis. The test results prove the instrument has met the criteria of validity and reliability, the classic assumption test results also have met the criterion of the assumptions of normality, autocorrelation, Non-Multicolinearity and heterocedastisity. In this study obtained; a). Brand experience on consumer satisfaction with the value of 0.309, or 30.9%, b). The quality of service to customer satisfaction with the value of 0.387 or 38.7%., C). Brand experience on consumer loyalty to the value of 0.216 or 21.6%., D). Service quality on customer loyalty with a value of 0,305 or 30.5%., E). Effect of brand experience and service quality customer satisfaction with the value of 0.581 or 58.1%., F). Effect of brand experience and service quality on customer loyalty with a value of 0.657 or 65.7%., G). Effect of brand experience and service quality on customer loyalty mediated consumer satisfaction with the value of 0.438 or 43.8%. Based on these results, it is necessary to enhance the consumer's commitment to give satisfaction to the consumers better by excellent service or "service excellence" is the attitude and serve with satisfactory manner from the present level while maintaining the brand experience Starbucks Coffee Malang.</p><p>KEYWORDS: Brand experience (<em>Sensory, Affection, Behavior, Intellectual</em>), Quality of service (reliable, responsiviness, empathy), loyalty, customer satisfaction.</p>

scholarly journals Effect of Quality Product and Quality Service through Customer Satisfaction on Customer Loyalty in PT Pegadaian ITC Cipulir Jakarta

2019 ◽  
pp. 1-8 ◽  
Author(s):  
Anisa Dwi Rianawaty ◽  
Mr Suharto ◽  
Ismail Razak
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Customer Loyalty ◽  
Quality Service ◽  
Purposive Sampling ◽  
Quality Product

This study aimed to analyze the effect of product quality and service quality on customer loyalty through customer satisfaction at PT Pegadaian (Persero). Data analysis using path analysis with samples are 215 respondents and technique sampling with purposive sampling. The results showed that the quality of product and service quality through customer satisfaction indirectly no significant effect on customer loyalty.

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

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

scholarly journals MODEL PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN MELALUI KEPUASAN PELANGGAN DI STARBUCKS BALE KOTA TANGERANG

2021 ◽  
Vol 12 (02) ◽  
Author(s):  
Lia Amalia ◽  
Jovita Fellicia
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Sampling Technique ◽  
Quality Service ◽  
Dominant Position ◽  
Independent Variables

This study aims to determine the effect of product and service quality influence on customer loyalty through customer satisfaction as an intervening variable at Starbucks Bale Kota Tangerang. Independent variables consist of product quality and service quality, the dependent variable consists of customer loyalty and variables which include customer satisfaction. This research was conducted at Starbucks Bale Kota which is engaged in sales, located in Tangerang. The background behind sales research at Starbucks Bale Kota is indeed growing, but most of the sales come from new customers, not old customers or repurchases and in this study aims to see what influences the sense of customer loyalty to Starbucks Bale Kota. The authors of this study take product quality and service quality variables because these variables are in a dominant position in the Starbucks Bale Kota phenomenon. The sample used was 170 respondents with a sampling technique that is purposive sampling. The method of analysis used in this study is a non-probability sampling method with a research technique in the form of Path Analysis. The results showed that product quality and service quality had a positive and significant effect on customer satisfaction and customer loyalty. And customer satisfaction as an intervening variable is proven to have a greater influence than the direct effect.Keywords: product quality, service quality, customer satisfaction, customer loyalty

scholarly journals Pengaruh Kualitas Pelayanan dan Kualitas Produk terhadap Kepuasan Konsumen melalui Marketing Relationship di Masa Pandemi Covid-19

2021 ◽  
Vol 9 (2) ◽  
pp. 239-245
Author(s):  
Ike Kusdyah Rachmawati
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Relationship Marketing ◽  
Consumer Satisfaction ◽  
Service Needs ◽  
Quality Service ◽  
Independent Variables ◽  
Marketing Relationship ◽  
Quantitative Descriptive

Competition in providing the best service needs to be done to pamper and give satisfaction to customers, this can be realized by providing something more for customers to enjoy the food and drinks offered even during the current pandemic. This research is quantitative descriptive. This study took service quality and product quality as the independent variables, consumer satisfaction as the dependent variable, and relationship marketing as the intervening variable. The research location is Café BataPuti Coffee House. The population in this study were people who had visited Café BataPuti. The sample used is as many as 90 respondents to people who have visited the BataPuti Coffee House. The analysis used is Path Analysis Analysis. The results of this study is a significant impact on relationship marketing toward service quality and product quality. service quality and product quality have a significant effect on consumer satisfaction. service quality on customer satisfaction through relationship marketing has a significant effect. Product quality on consumer satisfaction through relationship marketing has a significant effect.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah dan Loyalitas Nasabah Tabungan Britama Pada PT. Bank Rakyat Indonesia (Persero) Tbk Cabang Samarinda

2020 ◽  
Vol 8 (3) ◽  
pp. 199
Author(s):  
Poppy Alvianolita Sanistasya
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Data Collection Methods ◽  
Savings Accounts ◽  
Collection Methods

This study aims to determine: (1) the effect of service quality on customer loyalty; (2) the effect of service quality on customer loyalty; (3) the effect of satisfaction on customer loyalty. The type of research (explanatory effect). Samples of 110 respondents of savings accounts in BRI branch Samarinda. This study uses survey methode and data collection methods using questionnaires. Analysis of data used path analysis. Results of the path analysis can be seen that: (1) service quality variable have a significant effect on customer satisfaction variable; (2) service quality variable have a significant influence on customer loyalty variable; (3) customer satisfaction variable do not have a significant effect on customer loyalty variable.

scholarly journals Customer satisfaction and customer loyalty in Vietnamese mobile telecommunication industry

2020 ◽  
Vol 5 (1) ◽  
Author(s):  
Trinh Kim Hoa ◽  
Luu Thi Bich Ngoc
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Positive Impact ◽  
Telecommunication Industry ◽  
Mobile Telecommunication ◽  
Price Perception ◽  
The Impact ◽  
Mobile Telecom

This study was aimed at investigating three factors (service quality, brand image and price perception) and assessed the degree of the impact of each factor on customer satisfaction, especially the relationship between customer satisfaction and customer loyalty in Vietnamese mobile telecom sector where there have been the existence of the fierce competition, mature market and internationally integrated economy, ultimately struggling for market share and survival. The results indicated that each factor (service quality, brand image, price perception) has a positive impact on customer satisfaction at the different level as well as a significantly positive relationship between customer satisfaction and customer loyalty in mobile telecommunication industry in Vietnam. The results of this study are consistent with the findings and evidence in the extant literature. The study provides the important feedback from customers to mobile telecom suppliers. Research findings are expected to be marketing insights for Vietnamese mobile telecom managers so that they can develop the sound marketing strategies in today’s competitive and costly market.

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