scholarly journals Pengaruh Kualitas Produk dan Kualitas Layanan terhadap Loyalitas Pelanggan PT. Roman Ceramic International di Mojokerto

2019 ◽  
Vol 3 (1) ◽  
pp. 35
Author(s):  
Mas Oetarjo ◽  
Habib Eko Prastyo
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Quantitative Method ◽  
Reliability Test ◽  
Test Quality ◽  
Analysis Technique ◽  
Quality Product

This study aims to determine the effect of product quality and service quality to customer loyalty either partially or simultaneously, and to know the quality of product and service quality that has the most significant effect on customer loyalty at PT. Roman Ceramic International in Mojokerto. This research is done by quantitative method. The technique data used is questionnaires with a sample of 100 respondents. Data analysis technique used in this research is multiple linear regression using SPSS version 17 for windows. The results obtained based on the validity test show all existing questions are valid. This is done r count> r table. For reliability test can be concluded. The results of the research based on F test show the quality of the product and the quality simultaneous or together with customer loyalty. Test quality, product quality. Quality of service has the most significant influence on customer loyalty due to having the largest t arithmetic compared with product quality variables.

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 Service Quality and Product Quality Key to Improve Customer Loyalty

2021 ◽  
Vol 2 (9) ◽  
pp. 620-633
Author(s):  
Didi Suhendi ◽  
Sabihis
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Survey Method ◽  
Validity And Reliability ◽  
Data Analysis Technique ◽  
Analysis Technique ◽  
Positive Effect

This research is motivated by the importance of maintaining customer loyalty for the survival of the company. This study aims to determine and analyze customer satisfaction and product quality as keys to increasing customer loyalty. The population of this study were visitors to the Rava Motor workshop for one year, amounting to 3161 customers where the population data was seen from the actual customer entry unit in 2019. Based on Slovin calculations with an error of 10%, a sample of 97 visitors was obtained using incidental sampling technique. The research method used is a survey method with a quantitative approach. Data collection techniques used in this study are questionnaires, observation and interviews. The instrument used has been tested for validity and reliability. The data analysis technique used is the descriptive data analysis technique, multiple correlation and multiple regression. The results of this study indicate that there is a positive effect of service quality on customer loyalty and there is a positive effect of product quality on customer loyalty. In addition, simultaneously that there is a positive effect of service quality and product quality on customer loyalty.

scholarly journals INFLUENCE ON SERVICE QUALITY, PRODUCT QUALITY, PRODUCT DESIGN, PRICE AND TRUST TO XL AXIATA CUSTOMER LOYALTY ON STUDENTS OF PGRI KARANG SARI BELITANG III OKU TIMUR VOCATIONAL HIGH SCHOOL

2020 ◽  
Vol 4 (03) ◽  
Author(s):  
Muhammad Nawawi
Keyword(s):  
Quantitative Analysis ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Product Quality ◽  
Product Design ◽  
Customer Loyalty ◽  
Regression Equation ◽  
Independent Variables ◽  
Quality Product

Motivation by business rivalry condition of the telecommunications industry from time to time are getting tight, so the company must create a new marketing strategy to maintain and gain market share higher. As for the problem with this study is "Are service quality, product quality, product design, pricing and trust affect customer loyalty XL Axiata products at the SMK PGRI Karang Sari Belitang III OKU Timur". This study tried to determine the factors that influence consumers make loyalty to the XL Axiata products, especially on students who use the XL Axiata products at the SMK PGRI Karang Sari Belitang III OKU Timur. The purpose of this study to analyze the effect of each - each variable, the quality of product (X1), quality of service (X2), product design (X3), and the price (X) and trust (X5) to customer loyalty (Y). In this study, data were collected through questionnaires to 100 respondents XL Axiata product users in the SMK PGRI Karang Sari Belitang III OKU Timur using purposive sampling method to determine the response of respondents to each variable. Then analyze the data obtained in the form of quantitative analysis and qualitative analysis. Quantitative analysis include validity and reliability test, the classic assumption test, hypothesis testing via the F test and t test and analysis test, the coefficient of determination (R2). Data analysis techniques used were linear regression analysis that serves to prove the research hypothesis. The data that have met the test validity, test reliability, and classical assumption processed so as to produce the following regression equation: Y = 0,274 X1 + 0,218 X2 + 0,270 X3 + 0,238 X4 + 0,207 X5 Results of the analysis found that five factors, product quality , service quality, product design, pricing and the trust has a positive and significant influence on customer loyalty. Hypothesis testing using t test showed that five independent variables found to significantly affect customer loyalty as dependent variables. Then through the F test showed that the variable service quality, product quality, product design, pricing, and the trust has a significant jointly in customer loyalty. Figures adjusted R square of 0.532 indicates that 53.2 percent of the variations of customer loyalty can be explained by five independent variables used in the regression equation. While the rest of 46.8 percent is explained by another variable outside kelimat variables used within this research. Keywords : quality product, service quality, product design, pricing, trust, customer loyalty

scholarly journals PENGARUH PELATIHAN DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA GIANT EKSTRA SEMPU KOTA SERANG

2021 ◽  
Vol 17 (1) ◽  
pp. 64-74
Author(s):  
Ubay Haki
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Quantitative Method ◽  
Hypothesis Test ◽  
Coefficient Of Determination ◽  
Analysis Technique

The aim of the research title was to know whether the training influence and service quality effect to consumer satisfaction in Giant Ekstra Sempu Serang city. The hypothesis test used description quantitative method. The population of this research was consumers who shop at Extra Giants Sempu Serang city by the amount 800 people, in taking the samples using Slovin formula found 89 people. To get the data, this study used observation, distributed questionnaires and interviews. The data analysis technique used for processing the data was likert scaale and was assisted by SPSS 24 tool, therefore from research results could be seen the correlation coefficient value between training grades and service quality on consumer satisfaction was 0,827 (very strong), the coefficient of determination was 0,823 or 82,7%, that described the value of training (X1)  and service quality(X2) contributed for 82,7% to costumer satisfaction (Y), while the remaining of 17,3% was influenced by other variables out of this study. The results of this study showed (1) there was a positive and significant effect the value of training on costumer satisfaction at 3,015, (2) there was a positive and significant influences quality of service to customer satisfaction at 4,485, (3) there was a positive and significant influence of the value of training and simultaneous service quality on customer satisfaction at 205,647

PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN AROMANIA PARFUMERY DI KOTA BENGKULU

2021 ◽  
Vol 4 (1) ◽  
Author(s):  
Sri Ekowati ◽  
Selamat Riyadi
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Quality Product ◽  
Using Data ◽  
Positive Effect

ABSTRACTThis study aims to determine the effect of service quality, product quality and  trust on customer loyalty aromania parfumery Bengkulu. This type of research is a survey research with a quantitative approach, the object of this research is the consumers in Aromania parfumery, which is precisely located on Jl. Kapuas Raya, Lingkar Barat, Kec. Gading Cempaka, Bengkulu City. with the sampling method, namely non-propability technique, namely insidential sampling technique. The number of respondents in this study were 105 people. The data collection method used a questionnaire. By using data analysis techniques using Multiple Linear Regression Analysis Test, and Hypothesis Test, namely test t and test f. The results of this study can be concluded that the variable service quality Aromania parfumery has a positive effect on customer loyalty, product quality has a positive effect on customer loyalty, and trust has a positive effect on customer loyalty.Keywords: Service Quality, Product Quality, Customer Trust and Loyalty.

scholarly journals PENGARUH RELIGIUSITAS, KUALITAS PELAYANAN, KUALITAS PRODUK TERHADAP LOYALITAS NASABAH TABUNGAN PADA PT. BANK ACEH SYARIAH KANTOR CABANG PEMBANTU DARUSSALAM

2019 ◽  
Vol 4 (2) ◽  
pp. 101-120
Author(s):  
Nurma Yoni
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Primary Data ◽  
Simultaneous Effect ◽  
Sample Technique ◽  
Quality Of Products ◽  
Partial Factor

  The purpose of research is to know the influence of religiality, quality of service, quality of products to customer loyalty savings at PT. Bank Aceh Branch Helper Darussalam. Sample of this research as much as 100 customers using the formula Slovin with a sample technique is purposive sampling. The type of research used in this study is quantitative. The data used is the primary data obtained by using questionnaires. The results of this study showed that religiusity, quality of service, the product quality is the simultaneous effect on customer loyalty savings at PT. Bank Aceh Branch maid Darussalam. A partial factor of religiusity and quality of service, the culinary products to give positive and significant impact on customer loyalty at PT. Bank Aceh, but one of the variables (product culitas) has a level of Lower influence than the variable religiusisity and quality of service.

scholarly journals Marketing Service on Customer Satisfaction of Yamaha Motorcycles at PT Ramarayo Perdana Karawang

2021 ◽  
Vol 5 (1) ◽  
pp. 11-19
Author(s):  
Evi Depiana ◽  
Hartelina Hartelina
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Sampling Technique ◽  
Test Reliability ◽  
Reliability Test ◽  
Descriptive Approach ◽  
Marketing Service ◽  
Quality Of Products

The rise of trade in this era makes the market tougher competition to make companies have to take appropriate steps and strategies in order to win competition with competitors in the market. This was also experienced by motorcycles, one of which was a Yamaha motorcycle which experienced a decline in sales in 2019 from month to month. Many factors affect it. In this study the variables used are product quality, after sales service, and customer satisfaction. This research uses a descriptive approach, and verification. Samples obtained were 383 respondents who were consumers of PT Ramarayo Perdana Karawang by using purposive sampling technique, data analysis used in this study was the validity test, reliability test, classic assumption test, and path analysis. The results of this study indicate the quality of products and after-sales services have a strong enough relationship, which is equal to 50.3%. then partially product quality has an effect of 39.3 then partially after sales service has an effect of 15.3% on customer satisfaction. Together the quality of products and after sales service has an effect of 50.3% which is the contribution of other variables not examined. Then it can be seen that product quality is more dominant in influencing customer satisfaction. PT Ramarayo Perdana Karawang is advised to pay more attention to Product Quality and After Sales Service for customer satisfaction.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH MELALUI CITRA PERUSAHAAN SEBAGAI VARIABEL MEDIASI

2018 ◽  
Vol 7 (12) ◽  
pp. 6675
Author(s):  
I Made Deddy Saputra ◽  
I Nyoman Nurcaya
Keyword(s):  
Quality Of Service ◽  
Image Quality ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Corporate Image ◽  
Analysis Technique

Customer satisfaction is an important element in determining and maintaining and growing the company. To be able to develop loyalty among its customers, banks need to know what factors influence loyalty and assess their performance in these factors. This research was conducted at PT. BPR Bali Dananiaga Denpasar. The number of respondents of this study were 117 respondents. Data collection is done through observation, interview and questionnaire. This research uses instrument test by using path analysis technique. Based on the analysis result found that service quality variable have positive and significant effect to company image. Quality of service has a positive and significant impact on customer loyalty. So the better the service quality of PT. BPR Bali Dananiaga, it will increase customer loyalty in PT. BPR Bali Dananiaga in Denpasar City. Corporate image has a positive and significant impact on customer loyalty. Corporate image proved able to mediate positively and significantly influence between service quality to customer loyalty.

scholarly journals Pengaruh Penerapan Sistem Administrasi Perpajakan Modern, Kualitas Pelayanan Dan Kesadaran Wajib Pajak Pada Kepatuhan WPOP

2019 ◽  
pp. 221
Author(s):  
Ni Luh Putu Yunika Antari ◽  
Ni Luh Supadmi
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Quality Of Services ◽  
Tax Administration ◽  
Administration System ◽  
System Service ◽  
Analysis Technique ◽  
Reporting Service ◽  
Positive Effect

The purpose of this study was to determine the effect of the application of a modern tax administration system, service quality, and taxpayer awareness on individual taxpayer compliance (WPOP). This research was conducted at KPP Pratama Denpasar Timur. The data analysis technique used is multiple linear regression. Based on the results of the analysis obtained a modern tax administration system, service quality, and awareness of taxpayers have a positive and significant effect on WPOP compliance. This shows that if the tax administration system is implemented well, it will tend to increase compliance with WPOP reporting. Service quality also has a positive effect on WPOP compliance, this proves that the better the quality of services provided will make the taxpayer more compliant in fulfilling his obligations. Keywords: modern tax administration system, service quality, and taxpayer awareness  

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