INFLUENCE OF SERVICE QUALITY ON CUSTOMER LOYALTY THROUGH PERCEIVED RISK, SATISFACTION, AND TRUST IN BRANCHLESS BANKING CUSTOMERS

This study examines and analyses the effect of service quality on customer loyalty mediated by perceived risk, satisfaction, and trust variables in branchless banking customers. Today's lifestyle changes are strongly influenced by fintech, which is rapidly developing. There is a need for urban and remote communities to adapt with these changes. However, there are still many uneducated people, especially in remote areas. The method used in this quantitative research was conducted by distributing questionnaires and interviewing of 100 samples of branchless banking customers to explore all information about customers. Data processing was performed by using SEM PLS software. The results showed that service quality has a negative and significant effect on perceived risk; service quality has a positive and significant effect on satisfaction; service quality has a positive and significant effect on trust; perceived risk has a positive and significant effect on customer loyalty; satisfaction negatively and insignificantly affects customer loyalty; and trust has a positive and significant effect on customer loyalty. However, the effect of service quality on customer loyalty through perceived risk is negative and insignificant. Service quality on customer loyalty through satisfaction has a negative and insignificant effect. Meanwhile, the influence of service quality on customer loyalty through trust as a mediator variable is positive and significant. Keywords: Service quality, perceived risk, satisfaction, trust, customer loyalty, branchless banking.

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Pengaruh Kualitas Layanan, Nilai Nasabah, Kepercayaan dan Kepuasan Terhadap Loyalitas Nasabah Pengguna Layanan Mobile Banking Syariah

Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science) ◽

10.14710/jspi.v19i3.134-158 ◽

2020 ◽

Vol 19 (3) ◽

pp. 134-158

Author(s):

Yulia Widi Astuti ◽

Ratno Agriyanto ◽

Ahmad Turmudzi

Keyword(s):

Data Analysis ◽

Service Quality ◽

Customer Loyalty ◽

Customer Value ◽

Service Users ◽

Mobile Banking ◽

Banking Services ◽

Insignificant Effect ◽

Banking Service ◽

The City

This study analyzes the effect of service quality, customer value, trust and satisfaction on customer loyalty at Bank Syariah Mandiri. The problem in this research is: how to increase customer loyalty of mobile banking service users at BSM. This study used 100 respondents using mobile banking services at BSM in the city of Semarang. Data analysis using SEM with the Smart PLS 3 computer program. The results showed that, among other things, service quality had a positive and insignificant effect on loyalty. Customer value has a positive and significant effect on loyalty. The effect of trust on customer loyalty has a positive and insignificant effect. Meanwhile, satisfaction has a positive and significant effect on loyalty.

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Pengaruh Kualitas Layanan Terhadap Kepuasan, Kepercayaan Dan Loyalitas Pelanggan Travel Agent Di Kabupaten Badung

Jurnal Ilmiah Satyagraha ◽

10.47532/jis.v2i2.69 ◽

2020 ◽

Vol 2 (2) ◽

pp. 133-151

Author(s):

Ni Luh Indiani

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Partial Least Square ◽

Travel Agent ◽

Travel Agents ◽

Insignificant Effect ◽

Customer Trust ◽

Online Travel ◽

Online Travel Agents

The development of increasingly advanced technology has an important influence in the tourism service industry, namely the utilization of internet technology in the process of booking tour and travels through online travel agents. Conventional travel agents are increasingly being abandoned as travelers turn to online travel agents. Under these conditions conventional travel agents need to make a number of efforts to keep customers in order to survive. This study aims to analyze the effect of service quality on satisfaction, trust and loyalty of travel agent customers in Badung regency.Research respondents are domestic and foreign customers who use travel agent services in Badung regency, as many as 70 respondents. Data collection was done through survey using questionnaire. Testing research hypothesis using Partial Least Square (PLS).The result of the research shows that 1) the quality of service has positive and significant effect to customer satisfaction, trust and loyalty, 2) customer satisfaction has positive and insignificant effect to customer loyalty, 3) customer trust has negative and insignificant effect to customer loyalty, 4) satisfaction and customer trust does not mediate the influence of service quality on customer loyalty.Travel agent in Badung regency should improve and pay attention to the indicators supporting the satisfaction, trust and customer loyalty so that customers are not easy to switch to competitors.

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THE ROLE OF SERVICE QUALITY ON LOYALTY AMONG LOW COST CARRIER CONSUMER

Psibernetika ◽

10.30813/psibernetika.v12i1.1586 ◽

2019 ◽

Vol 12 (1) ◽

Author(s):

Dion Nardo Julius ◽

Devi Jatmika

Keyword(s):

Service Quality ◽

Customer Loyalty ◽

Quantitative Research ◽

Low Cost ◽

Sampling Technique ◽

Positive Influence ◽

Three Dimension ◽

Purposive Sampling ◽

Low Cost Carrier ◽

Airline Company

<div class="WordSection1">ABSTRACT. As one of the peoples choice for traveling, "X" airline company is one of low cost carrier in Indonesia is considered to have poor service quality despite controlling nearly 60% of domestic market share. The purpose of this study was to determine whether there is influence of service quality on customer loyalty among "X" airline company. The method used is causal comparative quantitative research. Data were collected through a questionnaire with a sample size of 250 people aboard with "X" airline company. Purposive sampling technique was used in this research. The results of this study indicate that there is a positive influence between service quality on customer loyalty with regression value of 0.802 (p = 0.000). Reliability, assurance and empathy dimensions are the three dimension that have the most impact on customer loyalty (p<0.05). Based on the results, it is recommended that the "X" airline company continue to strive to improve the quality of services, especially in terms of safety and comfort to create a customer loyalty.Keywords: service quality, customer loyalty, low cost carrier, passengers ABSTRAK. Sebagai salah satu pilihan masyarakat untuk berpergian, perusahaan penerbangan “X” adalah salah satu maskapai berbiaya rendah di Indonesia yang dianggap memiliki kualitas layanan yang buruk meskipun menguasai hampir 60% pangsa pasar domestik. Tujuan dari penelitian ini adalah untuk mengetahui apakah ada pengaruh kualitas layanan terhadap loyalitas konsumen perusahaan penerbangan “X”. Metode yang digunakan adalah penelitian kuantitatif kausal komparatif. Data dikumpulkan melalui kuesioner kepada sampel berjumlah 250 orang yang pernah menggunakan penerbangan maskapai penerbangan “X”. Teknik sampling purposive sampling digunakan dalam penelitian ii. Hasil penelitian menunjukkan bahwa ada pengaruh positif antara kualitas layanan terhadap loyalitas pelanggan dengan nilai regresi 0.802 (p=0.000). Dimensi reliabilitas, jaminan, dan empati adalah tiga dimensi yang paling berdampak terhadap loyalitas konsumen (p< 0.05). Berdasarkan hasil, direkomendasikan agar perusahaan penerbangan “X” terus berusaha untuk meningkatkan kualitas layanan, terutama dalam hal keselamatan dan untuk menciptakan loyalitas konsumen.Kata kunci: kualitas layanan, loyalitas konsumen, low cost carrier, penumpang</div>

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The Effect of Marketing Mix, Service Quality and Trust on Customer Satisfaction and Loyalty at PT. Great Indonesian Milagros

International Journal of Research and Review ◽

10.52403/ijrr.20210221 ◽

2021 ◽

Vol 8 (2) ◽

pp. 127-141

Author(s):

Andi Nuryadin ◽

Mahfudnurnajamuddin . ◽

Sabri Hasan

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Marketing Mix ◽

Sem Analysis ◽

Product Price ◽

Insignificant Effect ◽

Loyalty Marketing ◽

Customer Satisfaction And Loyalty ◽

Descriptive Statistical Analysis

This research purposes aims to analyze the effect of the marketing mix (product, price, promotion, place, employee, process and physical evidence) on customer satisfaction, the effect of service quality on customer satisfaction, the effect of trust on customer satisfaction, the effect of the marketing mix on customer loyalty, the influence of quality. service to customer loyalty, the effect of trust on customer loyalty and the effect of satisfaction on customer loyalty at PT. Great Indonesian Milagros. Test and analyze the effect of the marketing mix on customer loyalty through customer satisfaction at PT. Great Indonesian Milagros. Test and analyze the effect of service quality on customer loyalty through customer satisfaction at PT. Great Indonesian Milagros. Test and analyze the influence of trust on customer loyalty through customer satisfaction at PT. Great Indonesian Milagros. To achieve this research, questionnaires were distributed and documents were collected using descriptive statistical analysis methods, SEM analysis. The total population is all customers who have registered in 2015–2019, amounting to 558 subscribers. The numbers of samples in this study were 233 customers. The results of this study found that the marketing mix and service quality have a positive and significant effect on customer satisfaction, trust has a negative and insignificant effect on customer satisfaction. The marketing mix, service quality, and Trust have a positive and significant effect on customer loyalty. Marketing mix and service quality have a positive and significant effect on customer loyalty through customer satisfaction. Trust has a negative and insignificant effect on customer loyalty through customer satisfaction Keywords: Marketing Mix, Service Quality, Trust, Customer Satisfaction, Customer Loyalty.

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M-shopping service quality dimensions and their effects on customer trust and loyalty: an empirical study

International Journal of Quality & Reliability Management ◽

10.1108/ijqrm-11-2020-0374 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Ruoqing Zhang ◽

Minjoon Jun ◽

Sergio Palacios

Keyword(s):

Service Quality ◽

Customer Loyalty ◽

Perceived Risk ◽

Ease Of Use ◽

Equation Modeling ◽

Content Type ◽

Mediating Role ◽

Quality Dimensions ◽

Service Quality Dimensions ◽

Customer Trust

PurposeThe present study seeks to identify the salient mobile shopping (m-shopping) service quality dimensions as perceived by mobile shoppers (m-shoppers) and examines the linkages between the derived m-shopping service quality dimensions, customer trust and customer loyalty.Design/methodology/approachThe research instrument is developed based upon the mostly validated measures of prior studies. A pretest of the questionnaire is conducted to assess the content validity of the measurement scales. An online survey is used to collect the required data. We employ structural equation modeling (SEM) to analyze data collected from 286 m-shoppers.FindingsWe identify five key m-shopping service quality dimensions: responsiveness, personalization, ease of use, aesthetics and perceived risk based on an extensive review of relevant literature. The SEM results show that all the five m-shopping service quality dimensions significantly impact, directly and/or indirectly, customer loyalty. Moreover, the results show that trust plays a partial mediating role in the effects of responsiveness and personalization on loyalty; a full mediating role in the effects of aesthetics and perceived risk on loyalty and no mediating role in the effect of ease of use on loyalty.Practical implicationsMobile retailers (m-retailers) can use the quality measurement tool developed in this study to detect service quality weaknesses and strengths. Based on their quality assessment, m-retailers can effectively allocate corporate resources to the important service quality attributes uncovered by this study, thereby improving their overall service quality performance and in turn expanding their loyal customer base.Originality/valuePrior studies have demonstrated that service quality and customer trust play a pivotal role in enhancing customer loyalty in both offline and online settings. Unfortunately, no research has empirically examined the relationships between service quality dimensions, trust and loyalty in the context of m-shopping. Therefore, a major contribution of this study is to address this research gap and add knowledge to the limited body of post-adoption m-shopping research.

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Pengaruh Citra Toko dan Kualitas Pelayanan terhadap Kepuasan Pelanggan yang Berimplikasi kepada Loyalitas Pelanggan Toko Indomaret di Jakarta

Jurnal Manajemen Bisnis dan Kewirausahaan ◽

10.24912/jmbk.v5i5.13328 ◽

2021 ◽

Vol 5 (5) ◽

pp. 536

Author(s):

Maulana Agung Prakoso

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Urban Areas ◽

Quantitative Research ◽

Store Image ◽

Industrial Growth ◽

Quantitative Research Methods ◽

Rural And Urban Areas ◽

Retail Business

The retail business in Indonesia continues to grow rapidly, especially marked by the large number of mini markets that have grown in each region, both in rural and urban areas. Over time, industrial growth in the country has made retail business activities increase in product sales to customers in terms of meeting the needs of themselves, their families or others around them. One of the most well-known minimarkets in Indonesia is Indomaret. Indomaret is a type of retail company that is engaged in selling products that consumers use to meet their daily needs according to their needs. The purpose of this study was to determine the effect of Store Image, Service Quality on Customer Satisfaction and its Impact on Customer Loyalty at Indomaret Stores in Jakarta. The research method used is quantitative research methods. The data collection method used was a questionnaire distributed to 100 customers of Indomaret stores in Jakarta. The data processing method used is pls. The results showed that the store image and service quality affect customer satisfaction and affect customer loyalty at Indomaret stores in Jakarta. Bisnis retail di Indonesia terus berkembang pesat, terutama ditandai dengan banyaknya mini market yang tumbuh di setiap daerah, baik di pedesaan maupun di perkotaan. Seiring dengan berjalannya waktu, pertumbuhan industri di tanah air telah membuat aktivitas bisnis retail meningkat dalam penjualan produk kepada pelanggan dalam hal memenuhi kebutuhan diri, keluarga atau orang lain disekitarnya. Salah satu minimarket yang cukup terkenal di Indonesia adalah Indomaret. Indomaret merupakan salah satu jenis perusahaan retail yang bergerak dalam bidang penjualan produk-produk yang digunakan konsumen untuk memenuhi kebutuhan sehari-hari sesuai dengan kebutuhannya. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh Citra Toko, Kualitas Pelayanan terhadap Kepuasan Pelanggan dan Dampaknya terhadap Loyalitas Pelanggan pada Toko Indomaret di Wilayah Jakarta. Metode penelitian yang digunakan adalah metode penelitian kuantitatif. Metode pengumpulan data yang digunakan adalah kuesioner yang disebarkan kepada 100 pelanggan toko Indomaret di Jakarta. Metode pengolahan data yang digunakan adalah pls. Hasil penelitian menunjukkan bahwa Citra toko dan Kualitas Pelayanan berpengaruh terhadap Kepuasan Pelanggan dan berpengaruh terhadap Loyalitas Pelanggan pada toko Indomaret di Jakarta.

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Analysis of the Effect of Service Quality on Customer Loyalty in Mediation by Customer Satisfaction at Loka Supermarket Cibubur

International Journal of Science and Society ◽

10.54783/ijsoc.v2i4.200 ◽

2020 ◽

Vol 2 (4) ◽

pp. 147-158

Author(s):

I Made Adnyana ◽

Yulianah ◽

Agustiya Hutri Primasari

Keyword(s):

Data Collection ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Quantitative Research ◽

Research Approach ◽

Quality Dimensions

The purpose of this research is to study the influence of service quality on customer satisfaction and its impact on customer loyalty at Loka Supermarket Cibubur and to provide suggestions on how Loka Supermarket can increase customer loyalty by increasing the aspects that influence it. The research approach is quantitative research in accordance with data collection in the form of distributing questionnaires to 150 respondents. The results of this study indicate that each of the quality dimensions directly has a positive and significant effect on customer satisfaction at Loka Supermarket Cibubur. Customer satisfaction directly has a positive and significant effect on customer loyalty. And and each dimension of service quality indirectly affects customer loyalty through customer satisfaction.

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The Effect of Service Quality, Corporate Image, and Price Perceived in Creating Customer Satisfaction and Loyalty on Education Business

Esensi Jurnal Bisnis dan Manajemen ◽

10.15408/ess.v10i1.14468 ◽

2020 ◽

Vol 10 (1) ◽

pp. 45-56

Author(s):

Slamet Heri Winarno ◽

Aloysius Rangga Aditya Nalendra ◽

Bryan Givan

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Quantitative Research ◽

Corporate Image ◽

Equation Modeling ◽

Business Services ◽

Price Perception ◽

Customer Satisfaction And Loyalty

Competition in business services, especially education services show a trend that increasingly tight nowadays. Each school is required to be able to create a level of satisfaction and loyalty for its service users. This study was conducted to determine the effect of service quality, corporate image and price perception in creating customer satisfaction and loyalty. In this study using 173 respondents as a sample by using the method of saturated sampling. This research is a quantitative research using the observation method, interview, and spreading of the questionnaire. The analysis technique used is Structural Equation Modeling (SEM) with the path diagram. Variables used include quality of service (X1), corporate image (X2), price perception (X3), customer satisfaction (Y1) and customer loyalty (Y2). The results showed that customer satisfaction is influenced by corporate image and price perception of 18.4% while customer loyalty is influenced by price perception and customer satisfaction of 60.5%. This suggests that service quality is not always a decisive factor in customer satisfaction and loyalty.

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PENGARUH KUALITAS PELAYANAN DAN CITRA PERUSAHAAN TERHADAP LOYALITAS PELANGGAN TIKI (TITIPAN KILAT) CABANG PADANG

10.31219/osf.io/h8x52 ◽

2019 ◽

Author(s):

Firma Tri Yulianda ◽

Aminar Sutra Dewi

Keyword(s):

Quality Of Service ◽

Data Analysis ◽

Customer Loyalty ◽

Quantitative Research ◽

Corporate Image ◽

Service Reliability ◽

Insignificant Effect ◽

Analysis Technique ◽

Image Variables

Still low customer rating will be the quality of service company TIKI (express flash) is very loyal to the services provided by the company to its customers. This study purposes to test the effect of the the quality of service (reliability, responsiveness, assurance, emphaty), and corporate image variables to customer loyalty variables at TIKI branch of Padang. Methods of data collection were done through questionnaire distribution with a sample of 96 respondents. This type of research is descriptive quantitative research. The data analysis technique used is multiple linear regression. Based on the results of data processing, it can be seen that tangibles have positive and significant influence with customer loyalty, reliability has negative and insignificant effect with customer loyalty, responsiveness has negative and insignificant effect with customer loyalty, assurance has negative and insignificant effect with customer loyalty, emphaty has positive and insignificant effect with customer loyalty, image companies have a positive and significant impact with customer loyalty.

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Effect of Service Quality and Price Perception on Corporate Image, Customer Satisfaction and Customer Loyalty among Mobile Telecommunication Services Provider

10.31227/osf.io/nbymc ◽

2017 ◽

Author(s):

Bambang Hermawan ◽

Salim Basalamah ◽

Asdar Djamereng ◽

Annas Plyriadi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Corporate Image ◽

Mobile Telecommunication ◽

Mobile Telecommunications ◽

Price Perception ◽

Insignificant Effect ◽

Telecommunications Services

This study aimed to analyze the effect of service quality and price to corporate, customer satisfaction and customer loyalty of mobile telecommunications services in the city of Makassar. Research conducted on customers of mobile telecommunications services by setting a sample of 225 respondents. Data were analyzed using Structural Equation Model (SEM) through Analysis of Moment Structures (AMOS) Ver. 21. The results showed that the quality of the service directly positive and significant effect on corporate image and customer satisfaction. Service quality has a positive and insignificant effect on customer loyalty. Price perception has a positive and significant effect on corporate image, customer satisfaction and customer loyalty. Corporate image has a positive and significant effect on customer satisfaction. Corporate image has a positive and insignificant effect on customer loyalty.

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