scholarly journals KOMPARASI MODEL PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS DEBITUR KUPEDES BRI BANGSALSARI BERDASARKAN SUKU

BISMA ◽  
2018 ◽  
Vol 12 (2) ◽  
pp. 240
Author(s):  
Imam Tauhid
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Sampling Methods ◽  
Comparative Test ◽  
Equation Modeling ◽  
Cluster Sampling ◽  
Purposive Sampling ◽  
Usage Models ◽  
Quota Sampling

This study compares the usage models of Kupedes credit of Bank Rakyat Indonesia (BRI) Bangsalsari Jember, between the Javanese and Madurese debtors by analyzing the effect of service quality on satisfaction and loyalty of the debtors. The population is all Kupedes debtors of Javanese and Madurese in BRI Bangsalsari Jember. The sample consists of 120 Javanese debtors and 120 Madurese debtors taken by cluster sampling, purposive sampling, and quota sampling methods. The compared models were analyzed by Structural Equation Modeling (SEM) and comparative test of the two models. The results show that for the Javanese debtors, service quality has no effect on satisfaction, service quality significantly affects loyalty, and satisfaction significantly affects loyalty. For the Madurese debtors, service quality has no effect on satisfaction, service quality has no effect on loyalty, and satisfaction significantly affects loyalty. Keywords: Service Quality, Debtor Satisfaction, Debtor Loyalty

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 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 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.

Perceived effectiveness of in-service training in improving Teacher's Performance: Evidence from Private Schools in Karachi-Pakistan

2020 ◽  
Author(s):  
Seema Chandani ◽  
Dr. afaq kazi ahmed
Keyword(s):  
Structural Equation Modeling ◽  
Sample Size ◽  
Private Schools ◽  
Structural Equation ◽  
School Management ◽  
Partial Least Square ◽  
Equation Modeling ◽  
Perceived Effectiveness ◽  
Purposive Sampling ◽  
Service Training

<p><b>Research Paradigm:</b> The approach for this study is based on positivism theory with an intention to obtain evidence through focused observations and identify its likeliness with the actual data collected so that it can be generalized with the findings of other scholars who have worked on the topic (Remenyi et al., 1998). As elaborated by (Gill & Johnson, 2002), the crux of positivism philosophy revolves around the relationship of cause and its effect generated by different constructs, and the best possible exploration of these variables.</p><p><b>Research Design:</b> Primary data would be collected through a structured close-ended questionnaire which use to gather the responses from the stakeholders including teachers, coordinators, and school management and human resource personnel in the private schools. Therefore, the research questionnaire adapted from Dogan (2009) and Asiyai (2016) as a research instrument.</p> <p><b>Sample Size and Sampling technique:</b> The target population for this research study consists of different stakeholders for instance: teachers, coordinators, and school management and HR personnel working in private schools of Karachi -Pakistan. Non-probability purposive sampling is being used for this study. The sample size of 400 different stakeholders from private schools would be adequate to figure out the results (Loehlin, 2004). Since the actual size of the population is not exactly known and neither accessible to conduct random sampling, therefore non probability purposive sampling is chosen. Since the sample consists of different stakeholders for instance: teachers, coordinators, and school management and HR personnel working in private schools of Karachi -Pakistan. Therefore, it is a purposive sampling.</p><p><b>Data Collection Tool:</b> In this study we used the quantitative research to measure the perceived effectiveness of in-service training in improving teacher’s performance with one independent variables: in-service training (Training need assessment and training methodology), one dependent variables teachers performance (Task performance and contextual performance), 03 mediators (professional skills, knowledge enhancement and work engagement) and one moderator (reward). Questionnaire has distributed in the several schools by hand or through email.</p><p><b>Statistical Technique:</b> Since the model consists of multiple variables with mediation and moderation model, therefore the Structural Equation Modeling (SEM) is used. The interface terms integrated with the model is measured for statistical significance via bootstrapping method. The structural equation modeling has executed by the partial least square approach.</p><p></p>

scholarly journals Anteseden Dan Konsekuensi Dari Switching Cost Pada Industri Perbankan

2019 ◽  
Vol 14 (01) ◽  
pp. 41-53
Author(s):  
Antonius Adi
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Switching Cost ◽  
Equation Modeling ◽  
Company Reputation ◽  
Trust Company ◽  
Customer Trust

Abstrak: Tujuan dari penelitian ini adalah untuk menganalisis pengaruh overallservice qualityterhadap customer loyalty melalui mediasi company reputation, customer trust, dan switching costpada Industri Perbankan di Indonesia. Penelitian ini dilakukan melalui survei terhadap pelangganIndustri Perbankan dengan total 230 sampel di Jakarta. Data primer dikumpulkan dengan metodepurposive sampling. Analisis data dilakukan melalui Structural Equation Modeling untuk mengujihipotesis, dengan menggunakan software AMOS 22.0. Temuan dalam penelitian ini adalahcustomer loyalty dipengaruhi oleh switching cost, customer trust, company reputation dan overallservice quality. Switching cost paling kuat dipengaruhi oleh customer trust. Temuan lain adalahbahwa customer loyalty paling kuat dipengaruhi oleh overall service quality. Studi ini memberikankontribusi teoritis dalam bentuk model alternatif customer loyalty dalam industri perbankan danmemberikan implikasi manajerial bagi manajemen bank.

scholarly journals KONVERGENSI KECOCOKAN TEKNOLOGI DENGAN KEBUTUHAN KONSUMEN DAN FUNGSIONALITAS LAYANAN MOBILE BROADBAND TERHADAP PERILAKU USE DIFFUSION

2020 ◽  
Vol 9 (1) ◽  
pp. 143-164
Author(s):  
Widya Granita ◽  
Ngadino Surip ◽  
Yuli Harwani ◽  
Rina Astini
Keyword(s):  
Structural Equation Modeling ◽  
Structural Equation ◽  
Equation Modeling ◽  
Purposive Sampling ◽  
Mobile Broadband

Abstrak: Konvergensi Kecocokan Teknologi dengan Kebutuhan Konsumen dan Fungsionalitas Layanan Mobile Broadband terhadap Perilaku Use Diffusion. Kesesuaian teknologi  jaringan seluler dan perangkat dengan kebutuhan pengguna menentukan penggunaan dan membentuk perilaku penggunaan. Penelitian ini dilakukan untuk menganalisis interaksi antara kebutuhan teknologi fit dan perilaku penggunaan layanan broadband. Data diperoleh melalui survei di wilayah Jakarta. Sampel yang dikumpulkan dari 258 responden adalah pengguna layanan seluler prabayar dan pascabayar dari lima operator di Indonesia. Teknik pengambilan sampel menggunakan purposive sampling dan metode analisis data menggunakan Structural Equation Modeling (SEM). Hasil penelitian menghasilkan (1) NTF berpengaruh positif terhadap perilaku difusi penggunaan (intensitas dan variasi dalam penggunaan) (2) TFF berpengaruh positif terhadap perilaku penggunaan, (3) Intensitas penggunaan berpengaruh positif pada NTF dan TFF, (4) Variasi dalam penggunaan berpengaruh positif pada NTF dan TFF, (5) NTF, TFF saling mempengaruhi secara positif dengan intensitas penggunaan dan variasi penggunaan. Penelitian lebih lanjut direkomendasikan untuk meningkatkan perilaku pengguna dari perspektif pemain industri telekomunikasi lainnya seperti pengembang konten dan aplikasi serta produsen perangkat.Kata kunci: Kesesuaian Teknologi, Kebutuhan, Perangkat, layanan mobile broadband, Perilaku penggunaan

scholarly journals Pengaruh Kualitas Layanan Terhadap Komitmen Afektif, Komitmen Normatif, Komitmen Kontinuan Serta Loyalitas Nasabah Debitur Pada Pt. Bank Kalbar Di Kalimantan Barat

2012 ◽  
Vol 5 (2) ◽  
Author(s):  
Nur Afifah
Keyword(s):  
Structural Equation Modeling ◽  
Relationship Marketing ◽  
Structural Equation ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Cluster Sampling ◽  
Outcome Quality ◽  
Interaction Quality ◽  
Environment Quality

Perusahaan perbankan saat ini harus berupaya semaksimal mungkin untuk menciptakan pengalaman pelanggan terhadap kualitas layanan, dikarenakan memiliki dampak terhadap hasil hubungan pelanggan (Customer Relationship). Salah satu kunci sukses dalam industri perbankan adalah dibutuhkannya interaksi personal dalam bentuk implementasi strategi relationship marketing (pemasaran relasi), hal ini dikarenakan sifat layanan yang tidak berwujud dan tidak bisa dipisahkan dari penyedia layanan dengan demikian lembaga perbankan harus peduli dengan pengembangan dan pengelolaan hubungan dengan pelanggan.Tujuan studi ini mengkaji pengaruh kualitas layanan terhadap komitmen afektif, komitmen normatif, komitmen kontinuan serta loyalitas nasabah debitur pada PT. Bank Kalbar di Kalimantan Barat. Hal ini di karenakan, kualitas layanan selain memiliki efek pada komitmen hubungan, kualitas layanan yang disampaikan dapat menjadi motivasi dalam diri nasabah debitur untuk melanjutkan hubungan dengan perusahaan perbankan. Komitmen pelanggan dipandang sebagai faktor kunci dalam retensi pelanggan dan loyalitas, sedangkan kualitas layanan umumnya dipandang sebagai struktur utama yang mendorong loyalitas pelanggan. Dalam studi ini, ukuran kualitas layanan diantaranya, adalah; kualitas interaksi (interaction quality), kualitas lingkungan (environment quality) dan kualitas hasil akhir (outcome quality). Adapun komitmen pelanggan, dalam hal ini dibedakan menjadi tiga yaitu, komitmen afektif, komitmen normatif dan komitmen kontinuan.Sampel dalam studi ini adalah 126 nasabah debitur PT. Bank Kalbar di Kalimantan Barat yang menggunakan kredit untuk kegiatan usaha dan minimal satu kali transaksi peminjaman, dengan menggunakan teknik cluster sampling untuk menentukan kantor cabang dikarenakan lokasi PT. Bank Kalbar menyebar secara geografis serta proporsional sampel dalam menetapkan jumlah responden pada masing-masing cabang. Teknik analisi data dengan Structural Equation Modeling (SEM). Hasil study mengatakan bahwa kualitas layanan berpengaruh signifikan terhadap komitmen afektif, komitmen normatif, dan komitmen kontinuan, dan kualitas layanan berpengaruh signifikan terhadap loyalitas, serta komitmen afektif, komitmen normatif dan komitmen kontinuan berpengaruh signifikan terhadap loyalitas nasabah debitur PT. Bank Kalbar di Kalimantan Barat.

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