scholarly journals PERAN KUALITAS LAYANAN DALAM MEMBANGUN KEPUASAN DAN KOMUNIKASI DARI MULUT KE MULUT PASIEN RAWAT JALAN RSD. DR. SOEBANDI JEMBER

BISMA ◽  
2018 ◽  
Vol 12 (2) ◽  
pp. 191
Author(s):  
Dini Optimasi ◽  
Bambang Irawan ◽  
Imam Suroso
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Quantitative Research ◽  
Sampling Method ◽  
Word Of Mouth ◽  
Regional Hospital ◽  
Equation Modeling ◽  
Purposive Sampling ◽  
Word Of Mouth Communication

The purpose of this research is to analyze the effect of service quality on satisfaction and word-of-mouth communication, and the effect of satisfaction on word-of-mouth communication on the outpatients of the Regional Hospital of dr. Soebandi Jember. This is a quantitative research with an explanatory approach. The population is all outpatients of the Regional Hospital dr. Soebandi Jember. Applying purposive sampling method, the sample consists of 180 respondents. Data were analyzed by Structural Equation Modeling (SEM) method. The results show that service quality has no significant effect on satisfaction, service quality has no significant effect on word-of-mouth communication, and satisfaction has a significant effect on word-of-mouth communication. Keywords: Service Quality, Satisfaction, Word-of-Mouth Communication

scholarly journals PENGARUH KOMUNIKASI DAN KUALITAS PELAYANAN TERHADAP KINERJA PERAWAT DI RUMAH SAKIT BHAYANGKARA PALEMBANG

2018 ◽  
Vol 2 (3) ◽  
pp. 124
Author(s):  
Hendra Hadiwijaya
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Sampling Method ◽  
Equation Modeling ◽  
Purposive Sampling ◽  
Dominant Influence

This study aims to determine and analyze the influence of communication and service quality on the performance of nurses at Bhayangkara Hospital Palembang. Sample of research is nurse of Bhayangkara Palembang Hospital counted 110 respondents by using purposive sampling method. The analysis of this research using Structural Equation Modeling (SEM), which is operated through Lisrel Program. The results showed that Communication Variables and Service Quality have a positive and significant impact on the Performance of Nurse Hospital Bhayangkara Palembang. Communication Variables more dominant influence on the Performance of Nurse Hospital Bhayangkara Palembang in comparison of service quality variable

scholarly journals WORD OF MOUTH SEBAGAI KONSEKUENSI KEPUASAN PELANGGAN

2018 ◽  
Vol 11 (1) ◽  
pp. 111
Author(s):  
Eny Purbandari ◽  
Dyah Sugandini ◽  
Heru Tri Sutiono
Keyword(s):  
Patient Satisfaction ◽  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Modeling ◽  
The Impact ◽  
Positive Effect

<p><em>The objective of this study is to investigate the impact of price and service quality on customer satisfaction to increase words of mouth. Data were collected by distributes questionnaires to 110 patient of Bhayangkara Polda DIY Hospital. Then, data was analyzed using structural equation modeling. The result showed that service quality, price and image have positive effect on patient satisfaction and patient satisfaction has a positive effect on words of mouth. The results also shows that image have the highest effect in creating the satisfaction. Therefore, the models of words of mouth have acceptable.</em></p>

scholarly journals Pengaruh Syariah Compliance dan Service Quality terhadap Minat Pengusaha Mikro menjadi Nasabah Bank Umum Syariah dengan Trust sebagai Variabel Intervening di Palembang

2021 ◽  
Vol 10 (2) ◽  
pp. 333-340
Author(s):  
Fajar Holis ◽  
Muhammad Rusydi ◽  
Candra Zaki Maulana
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Purposive Sampling

Penelitian ini bertujuan untuk mengetahui seberapa besar pengaruh syariah compliance dan service quality terhadap minat pengusaha mikro menjadi nasabah bank syariah di kota Palembang. Penelitian ini bersifat kausal menggunakan data primer 100 responden dengan teknik purposive sampling. Data hasil penelitian dianalisis dengan menggunakan metode Structural Equation Modeling (SEM) berbasis Partial Least Square (PLS). Hasil penelitian menunjukkan bahwa syariah compliance berpengaruh terhadap minat pengusaha mikro menjadi nasabah bank syariah, syariah compliance tidak berpengaruh terhadap kepercayaan pengusaha mikro menjadi nasabah bank syariah, service quality berpengaruh positif terhadap minat pengusaha mikro menjadi nasabah bank syariah, service quality berpengaruh positif terhadap kepercayaan pengusaha mikro menjadi nasabah bank syariah, dan kepercayaan berpengaruh positif terhadap minat menjadi nasabah bank syariah.

scholarly journals Pengaruh Kualitas Layanan terhadap Loyalitas Melalui Variabel Kepuasan pada Lembaga Amil Zakat (Studi pada Baituzzakah Pertamina Kantor Pusat)

2018 ◽  
Vol 2 (1) ◽  
pp. 34
Author(s):  
Nurul Musqari ◽  
Nurul Huda
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Purposive Sampling ◽  
Negative Effect ◽  
Positive Effect ◽  
Research Service

The purpose of this study was to determine the effect of service quality on customer loyalty through satisfaction variable in BAZMA Pertamina Office. Respondents were muzaki who distribute their zakah, infaq and shodaqoh through BAZMA. Total  respondents 130 muzaki using purposive sampling, analysis using Structural Equation Modeling (SEM) with AMOS program. Results of this research, Service quality has positive effect and significant  on satisfaction muzaki. Satisfaction has positif effect and significant on loyalty muzaki. Service quality has negative effect and not significant on loyalty muzaki.

scholarly journals ANALISIS PENGARUH ELECTRONIC WORD OF MOUTH (E-WOM) PADA BRAND IMAGE DAN PURCHASE INTENTION TERHADAP PRODUK SEPATU NIKE (STUDI PADA KONSUMEN DI KOTA BANDUNG)

2020 ◽  
Vol 4 (6) ◽  
pp. 900-914
Author(s):  
Rizki Firdaus ◽  
Osa Omar Sharif
Keyword(s):  
Structural Equation Modeling ◽  
Purchase Intention ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Brand Image ◽  
Equation Modeling ◽  
Electronic Word Of Mouth ◽  
Purposive Sampling

Tujuan dari penelitian ini adalah untuk mengetahui bagaimana pengaruh Electronic Word of Mouth terhadap Brand Image dan Purchase Intention sepatu Nike di Kota Bandung. Metode yang digunakan dalam penelitian ini adalah metode kuantitatif dengan dengan pengumpulan data melalui kuesioner. Jumlah sampel sebanyak 519 responden dengan teknik pengambilan sampel purposive sampling dari populasi responden di Kota Bandung yang pernah membeli produk sepatu Nike serta teknik analisis data menggunakan Structural Equation Modeling (SEM) menggunakan software SmartPLS 3.0. Hasil penelitian menunjukkan bahwa ketiga variabel mendapatkan tanggapan yang baik dari responden, Hasil penelitian menunjukkan bahwa ketiga variabel mendapatkan tanggapan yang baik dari responden yang ada di Kota Bandung. Electronic Word of Mouth berpengaruh positif signifikan terhadap Brand Image dan tidak berpengaruh secara langsung terhadap Purchase Intention, Brand Image berpengaruh positif signfikan terhadap Purchase Intention serta Brand Image memediasi pengaruh antara Electronic Word of Mouth terhadap Purchase Intention sepatu Nike di Kota Bandung.

scholarly journals THE INFLUENCE FACTORS OF ELECTRONIC WORD OF MOUTH BEHAVIOUR IN FACULTY OF NURSING GARUT CLASS PADJADJARAN UNIVERSITY

2021 ◽  
Vol 23 (2) ◽  
pp. 167
Author(s):  
Novita Kamaruddin ◽  
Megawati Simanjuntak ◽  
Lilik Noor Yuliati
Keyword(s):  
Service Quality ◽  
Significant Relationship ◽  
Structural Equation ◽  
Quantitative Research ◽  
Word Of Mouth ◽  
Brand Image ◽  
Influence Factors ◽  
Total Sample ◽  
Equation Modeling ◽  
Electronic Word Of Mouth

Higher education in increasing competition needs to provide excellent quality services for students to college. Students satisfaction will be encouraged to disseminate their campus information through electronic word of mouth (eWOM). EWOM is a form of consumer willingness to voluntarily provide recommendations for others to buy or use products from companies through the internet. This research was conducted to analyze the quality of service, promotion, brand image and motivation towards eWOM. The research was quantitative research using a descriptive approach. The data were analyzed using SEM Lisrel (Structural Equation Modeling). This study was conducted of student  from Faculty of Nursing Garut class who actively carry out lecture with total sample of 309. The findings of this research showed that there was a significant relationship between service quality on brand image, there is a meaningful relationship between the promotion of brand image, there is no significant relationship between service quality on eWOM, brand image has a significant to eWOM and motivation has a significant relationship to eWOM.

scholarly journals Pengaruh Kepemimpinan, Budaya Organisasi dan Motivasi Terhadap Kualitas Pelayanan Kepada Pelanggan PT. Hadeka Primantara

PARAMETER ◽  
2022 ◽  
Vol 6 (2) ◽  
pp. 56-67
Author(s):  
Aditya Putra Kusuma
Keyword(s):  
Organizational Culture ◽  
Structural Equation Modeling ◽  
Service Quality ◽  
Significant Influence ◽  
Structural Equation ◽  
Research Method ◽  
Quantitative Research ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling

This study aims to determine (1) The influence of leadership on motivation. (2) The influence of organizational culture on motivation. (3) The influence of motivation on service quality. (4) The influence of leadership on service quality (5) The influence of organizational culture on service quality. This research uses a saturated sampling technique. The population of this research is all employees of PT. Hadeka Primantara which amounted to 91 people. The research method in this research is the quantitative research method by using the computer program Partial Least Square (PLS) and Structural Equation Modeling (SEM). This thesis uses quantitative research through survey methods, interviews, and questionnaires. The results showed significant influence on Leadership on Motivation at PT. Hadeka Primantara with the value of T Statistics 4,818 ≥ 1.96. There is a significant influence of Organizational Culture on Motivation at PT. Hadeka Primantara with the value of T Statistics 10,435 ≥ 1.96. There is no significant influence on Motivation on Service Quality at PT. Hadeka Primantara with the value of T Statistics 0.095 ≤ 1.96. There is no significant effect of Leadership on Service Quality at PT. Hadeka Primantara with the value of T Statistics 0.677 ≤ 1.96. There is a significant influence of Organization Culture on Quality of Service with the value of T Statistics 2,402 ≤ 1.96. Abstrak Penelitian ini bertujuan untuk mengetahui (1) Pengaruh kepemimpinan terhadap motivasi. (2) Pengaruh budaya organisasi terhadap motivasi. (3) Pengaruh motivasi terhadap kualitas pelayanan. (4)Pengaruh kepemimpinan terhadap kualitas pelayanan.(5) Pengaruh budaya organisasi terhadap kualitas pelayanan. Penelitian ini menggunakan teknik sampling jenuh. Populasi penelitian ini adalah seluruh karyawan PT. Hadeka Primantara yang berjumlah 91 orang. Metode penelitian dalam penelitian ini adalah metode penelitian kuantitatif dengan menggunakan program komputer Partial Least Square (PLS) dan Structural Equation Modeling (SEM). Tesis ini menggunakan penelitian kuantitatif melalui metode survey, wawancara dan kuesioner.Hasil penelitian menunjukkan pengaruh yang signifikan Kepemimpinan terhadap Motivasi pada PT. Hadeka Primantara dengan nilai T Statistics 4,818 ≥ 1.96. Terdapat pengaruh yang signifikan Budaya Organisasi terhadap Motivasi pada PT. Hadeka Primantara dengan nilai T Statistics 10,435 ≥ 1.96. Tidak terdapat pengaruh yang signifikan Motivasi terhadap Kualitas Pelayanan pada PT. Hadeka Primantara dengan nilai T Statistics 0,095 ≤ 1.96. Tidak terdapat pengaruh yang signifikan Kepemimpinan terhadap Kualitas Pelayanan pada PT. Hadeka Primantara dengan nilai T Statistics 0,677 ≤ 1.96. Terdapat pengaruh yang signifikan Budaya Organisasi terhadap Kualitas Pelayanan dengan nilai T Statistics 2,402 ≤ 1.96.  

scholarly journals Peran Kualitas Layanan dan Kepercayaan Dalam Membangun Kepuasan dan Loyalitas Pelanggan

KEBERLANJUTAN ◽  
2020 ◽  
Vol 5 (2) ◽  
pp. 157
Author(s):  
Zahra Fakhrana
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Purposive Sampling ◽  
Customer Satisfaction And Loyalty

This study aims to understand the role of service quality and trust in developing customer satisfaction and loyalty at JNE Margonda, Depok. The research is used as a quantitative approach. Respondents are 127 people who were taken by purposive sampling technique. This study uses Structural Equation Modeling (SEM) with Lisrel 8.80 applications for analyzing the data. All three hypotheses are accepted, and the data supports the model. H1: service quality has a positive and significant effect on customer satisfaction. H2: Trust has a positive and significant impact on customer satisfaction. H3: Customer satisfaction has a positive and significant effect on customer loyalty. The Conclusion: (1) The high quality of service from JNE Margonda Depok increases customer satisfaction (2) If trust in JNE Margonda Depok is high, then higher customer satisfaction will be higher too; (3) Respondents who feel satisfied when using JNE Margonda services will be more loyal to JNE Margonda Depok ABSTRAKPenelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan dan kepercayaan terhadap kepuasan dan loyalitas pelanggan JNE Margonda, Depok. Penelitian dilakukan dengan pendekatan kuantitatif. Responden sejumlah 127 orang yang diambil dengan teknik purposive sampling. Analisis data menggunakan Structural Equation Modeling (SEM) dengan aplikasi Lisrel 8.80. Tiga hipotesis penelitian ini diterima semua, data mendukung model. H1: Kualitas layanan memiliki pengaruh positif dan signifikan terhadap kepuasan pelanggan. H2: Kepercayaan memiliki pengaruh positif dan signifikan terhadap kepuasan pelanggan. H3: Kepuasan pelanggan memiliki pengaruh positif dan signifikan terhadap loyalitas pelanggan. Kesimpulan : (1) Kualitas layanan yang tinggi dari JNE Margonda Depok meningkatkan kepuasan pelanggan; (2) Semakin percaya responden terhadap JNE Margonda Depok akan semakin tinggi pula  kepuasan pelanggannya; 3) Kepuasan yang tinggi dari pelanggan akan membuat pelanggan semakin loyal terhadap JNE Margonda Depok

scholarly journals Pengaruh Pengalaman Merek terhadap Loyalitas Merek pada Konsumen Maskapai Garuda Indonesia

2021 ◽  
Vol 33 (1) ◽  
Author(s):  
Farah Putri Wenang Lusianingrum ◽  
Arif Fakhrudin ◽  
Dhiani Dyahjatmayanti
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Brand Loyalty ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Brand Experience ◽  
Analysis Tool ◽  
Purposive Sampling

AbstrakPasar penerbangan di Indonesia semakin kompetitif dengan semakin banyaknya maskapai penerbangan komersial yang beroperasi. Bagi konsumen, hal ini menjadi keuntungan karena pilihan maskapai penerbangan yang semakin bervariasi. Sementara bagi maskapai penerbangan, kondisi ini menuntut perusahaaan untuk mampu memberikan pengalaman dan pelayanan yang lebih baik guna menjaga loyalitas konsumen agar dapat menguasai pasar. Perusahaan maskapai penerbangan seperti Garuda Indonesia perlu mempertimbangkan pengalaman merek yang dirasakan untuk mempertahankan pelanggannya. Penelitian ini bertujuan untuk menguji pengaruh langsung pengalaman merek terhadap loyalitas merek dan kualitas pelayanan sebagai pemoderasi untuk menyelesaikan masalah perbedaan hasil studi empiris. Metode penelitian yang digunakan adalah kuantitatif. Penentuan sampel penelitian menggunakan metode purposive sampling. Kuesioner dibagikan secara daring kepada responden penelitian dan ada 200 responden yang memberikan jawaban secara lengkap. Alat analisis berupa Structural Equation Modeling Warp Partial Least Square 6.0 (SEM Warp PLS) dipilih untuk menguji model pengukuran (validitas dan reliabilitas) dan model struktural (pengujian hipotesis). Hasil studi menunjukkan bahwa pengalaman merek dapat mendorong peningkatan loyalitas merek sebesar 19%. Selain itu, kualitas pelayanan terbukti dapat bertindak sebagai pemoderasi pada pengaruh pengalaman merek terhadap loyalitas merek. Kata Kunci: Kualitas Pelayanan, Pengalaman Merek, Loyalitas Merek, Maskapai Penerbangan. AbstractThe Influence of Brand Experience to Brand Loyalty on Garuda Indonesia Airline Customers: The aviation market in Indonesia is increasingly competitive with the increasing number of commercial airlines operating. For consumers, this is an advantage because of the increasingly varied choices of airlines. As for airline, this condition requires the company can provide better experience and service to mantain consumers loyalty to dominate the market. Airlines such as Garuda Indonesia need to consider the brand experience to retain consumers. This study aims to test the direct influence of brand experience to brand loyalty and service quality as a moderation to overcome the problem of differences in the results of empirical studies. The research method used is quantitative.. Determination of the research sample using a purposive sampling method. The online questionnaire was distributed directly to respondents and as many as 200 respondents gave complete answers. The Structural Equation Modeling Warp Partial Least Square 6.0 (SEM Warp PLS) analysis tool was chosen to test the measurement model (validity and reliability) and the structural model (hypothesis testing). The results showed that brand experience can leverage on brand loyalty by 19%. Furthermore, service quality is proven to act as moderation on the influence brand experience to brand loyalty. Keywords: Service Quality, Brand Experience, Brand Loyalty, Airline.

scholarly journals Pengaruh Customer Satisfaction dan Trust Terhadap e-WOM: Commitment Sebagai Variabel Intervening (Studi Pada Mahasiswa Universitas Negeri Padang)

2019 ◽  
Vol 1 (3) ◽  
Author(s):  
Tri Putri Parnataria ◽  
Abror Abror
Keyword(s):  
Structural Equation Modeling ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Software Package ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Modeling ◽  
State University ◽  
Purposive Sampling ◽  
Data Collection Instrument

This study analyzes:  (1) the effect of customer satisfaction on trust (2) the effect of customer satisfaction on commitment (3) the effect of trust on commitment (3) the effect of trust on e-wom (4) the effect of customer satisfaction on ewom (5) the effect of trust on ewom (6) the effect of  commitment on e-wom.This type of research is causative research. The population in this study was all students from Padang State University who used the online shop Lazada. By using purposive sampling we use 150 customers as the respondent. This study used online questionnaires as the data collection instrument, This study analyzed the data by using structural equation modeling (SEM) with smart PLS 3.0 as the software package. The results of his study indicate that: (1) customer satisfaction has a significant effect on trust (2) customer satisfaction has a significant effect on commitment (3) trust has a significant effect on commitment (4) customer satisfaction has a significant effect on e-wom (5) trust has a significant effect on e-wom (6) commitment has a significant effect on e-wom. Keywords:Customer satisfaction, trust, commitment, electronic word of mouth. 

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