scholarly journals Pengaruh Kualitas Layanan dan Lokasi Terhadap Kepuasan dan Loyalitas Pelanggan pada Don’s Warnet Cikarang

2020 ◽  
Vol 5 (1) ◽  
pp. 56-63
Author(s):  
Asep Dony Suhendra
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Quality Of Services ◽  
Location Factors ◽  
Business World ◽  
Security Environment ◽  
Loyal Customer ◽  
Increasing Trend

Competition in the business world, especially the cafe industry shows an increasing trend. For some internet cafe managers, the importance of creating customer satisfaction and customer loyalty is very important and a primary goal. Managers of internet cafe services are now competing to improve optimal services to achieve these goals .Customer satisfaction and customer loyalty are expressions of feelings or impressions of everyone when using a product or service. This research aims to identify and examine the factors that may affect the customer's satisfaction and loyalty in Don 's Warnet Cikarang . With a sample size of 200 people , the research carried out on the visitors who have used the services of Don 's Warnet , and conducted by purposive sampling technique .The results show that customer satisfaction is positively and significantly influenced by the quality of service and location factors . As for the only customer loyalty is positively and significantly influenced by customer satisfaction factors . The moderating variable frequency of visits and customer's place of residence does not give significant results on satisfaction and customer loyalty .Thus , it can be concluded that in order to get satisfaction and customer loyalty , besides place the business location that is close to the customer's environment , Don 's Warnet should further improve the quality of services , especially in the field of reliability of internet access , responsiveness operators , security environment and a sense of empathy towards the customer . So the satisfaction perceived by customers , is expected to make a loyal customer to the products / services used .

scholarly journals Pengaruh Kualitas Pelayanan Islami Terhadap Kepuasan dan Loyalitas Nasabah Bank BRI Syariah Surabaya

2015 ◽  
Vol 1 (9) ◽  
pp. 622
Author(s):  
Rizky Pratama Putra ◽  
Sri Herianingrum
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Partial Least Square ◽  
Least Square ◽  
Religious Knowledge ◽  
Loyal Customer ◽  
Customer Satisfaction And Loyalty

This study aims to determine the influence of the Islamic service quality on customer satisfaction and loyalty switching intentions moderated by religious knowledge level in in Customer of BRISyariah Bank in Surabaya.The research method used is quantitative approach. This research use a total of 96 customers of BRISyariah Surabaya. Customer characteristics used are Moslem, registered as a funding or deposit customer for at least a year. The sampling technique is purposive sampling. This research uses a method PLS (Partial Least Square).The results showed that Islamic service quality has a positive and significant impact on customer satisfaction. Other results showed that customer satisfaction has significant impact to customer loyalty and Islamic service quality has significant effect on customer loyalty. This results in accordance with the theory of Othman and Owen that CARTER could be used to measure the quality of service on Islamic Banking. Suggestion for the BRISyariah Bank in Surabaya should maintain and improve its service quality in order to improve satisfaction and form a loyal customer. For further research, can be done by adding another variable which affect customer satisfaction and loyalty.

PENGARUH KUALITAS LAYANAN DAN CITRA PERUSAHAAN TERHADAP KEPUASAN NASABAH PT. BANK PERKREDITAN RAKYAT GRACIA MANDIRI BEKASI TIMUR

2018 ◽  
Vol 6 (1) ◽  
Author(s):  
Dr. Iwan Kurniawan Subagja, SE., MM.
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Customer Satisfaction ◽  
Small Businesses ◽  
Sampling Technique ◽  
Corporate Image ◽  
Business World ◽  
Long Period ◽  
Number Of Customers

In the current era of globalization the level of competition in the business world becomes increasingly tight. Many are doing small businesses that require capital, or small businesses that are developing to increase the ability of an increasing economy. This relates to one of the most important objectives and should be undertaken by all types of business: maintaining the viability of the company over a long period of time (going concern), business activities sometimes, visiting some things with competition to gain additional capital. This also makes it a challenge for bank companies to showcase their brand and quality of service that is superior and satisfactory to the purpose and number of customers. This study aims to describe the quality of service and corporate image to customer satisfaction PT. Bank Perkreditan Rakyat Gracia Mandiri Bekasi Timur. Samples and this research lied 100 respondents with sampling technique purposive sampling. The method of analysis used are description and regression analysis. The results showed that the quality of service and corporate image include customer satisfaction.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN (Studi Pada Hotel Timor Megah Kota SoE, TTS)

2020 ◽  
Vol 10 (3) ◽  
pp. 375-393
Author(s):  
Donar W Selan ◽  
Juita L D Bessie
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Total Sample ◽  
Coefficient Of Determination ◽  
Quality Of Services ◽  
Literature Study ◽  
Independent Variable ◽  
Mathematical Equations

More and more manufacturers are involved in meeting the needs and desires of customers, causing each company to set orientation to customer satisfaction as the main goal. There is a tendency that customer satisfaction or dissatisfaction can be influenced by the quality of services provided by the company. This research was conducted at the Timor Megah Hotel Kota SoE, TTS Regency. The purpose of this study is to determine the effect of service quality that can be measured by several dimensions, including: tangibles, responsiveness, reliability, assurance, and empathy on customer satisfaction Timor Megah Hotel. The independent variable (X) of this study is the dimension of service quality consisting of tangibles (X1), responsiveness (X2), reliability (X3), assurance (X4), and empathy (X5). While the dependent variable (Y) of this study is customer satisfaction. The sampling technique used is the Accidental Sampling technique, with a total sample of 99 people with the criteria of having stayed more than twice and staying period for 4 years (2015-2018). Data collection techniques used were interviews, questionnaires and literature study. After the data is collected, the data is then analyzed using descriptive techniques and multiple linear regression. From the analysis it is known that tangibles, responsiveness, reliability, assurance and empathy simultaneously and partially have a significant effect on customer satisfaction. From the results of the analysis can also be made mathematical equations: Y = 3,568 + 0,150X1 + 0,245X2 + 0,209X3 + 0,192X4 + 0,362X5. The coefficient of determination obtained shows that 87.2% of the level of customer satisfaction is influenced by tangibles, responsiveness, reliability, assurance and empathy.   Keywords: Tangibles, Responsiveness, Reliability, Assurance, Empathy and Customer Satisfaction.

scholarly journals Pengaruh Kualitas Layanan terhadap Loyalitas Wisatawan Nusantara dengan Kepuasan Wisatawan Nusantara sebagai Variabel Intervening

2015 ◽  
Vol 5 (1) ◽  
pp. 24
Author(s):  
Eny Sulistyowati ◽  
Sobirin Maliyan
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Strong Influence ◽  
Tourism Industry ◽  
Quality Of Services ◽  
Tourist Attraction ◽  
Business World ◽  
Tourist Satisfaction

<p>In the business world, customer satisfaction is an absolute must be the goal to achieve success. Due to the achieved satisfaction of the consumers or customers will bring many benefits to manufacturers or institutions, among others, will make consumers become loyal. From the results of research conducted shows that Quality of services provided to tourists have a strong influence on the loyalty of tourists to visit the tourism objects in the area of Yogyakarta. This is evidenced by the results of the r2 of the influence of service quality to local tourists loyalty is about 22.2%. This shows if the service quality provided by the tourism industry in Yogyakarta enhanced within the region will make the travelers loyal to the tourism industry in Yogyakarta. In addition to the quality of services provided to tourist there are other factors that also have a strong influence on the tourist loyalty that tourist satisfaction factor, as evidenced by the r2 value of 15.2%. This suggests that if the tourism industry pay attention to things that could improve the satisfaction of tourists visiting the attractions in Yogyakarta, then the tourists will be eager to visit again or loyal. Meanwhile, indirectly influence the quality of service to tourists loyalty through the satisfaction of tourists who visit tourist attraction in the DIY region have only r2 values of 0.015 or 1.5%. This implies that the satisfaction of tourists is less strong loyalty of tourists who visit tourist attraction in the area of DIY.</p>

scholarly journals Pengaruh Kualitas Layanan Elektronik Terhadap Loyalitas Pelanggan “Buka Lapak” Melalui Kepuasan Pelanggan ( Studi Kasus Di Kampus Ama Yogyakarta )

2021 ◽  
Vol 16 (1) ◽  
Author(s):  
Wahyudiyono Wahyudiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Online Shopping ◽  
Sampling Technique ◽  
Internet Marketing ◽  
Digital Era ◽  
Internet Media ◽  
Research Types

Absract Increasingly competitive business requires entrepreneurs to make new innovations in service, like providing convenience to customers in making transactions. Through this effort, the company can maintain market share so that it exists. By utilizing internet media in the digital era today, one of the initiatives done is to provide electronic services to customers. The purpose of this research is to find out and test the influence of e-service quality on customer loyalty mediated by customer satisfaction variables. The population in this study was the students of the Academy of Administration Management Yogyakarta (AMAYO) of which they had transacted more than two times of the online shopping site Bukalapak. The sampling technique used was purposive sampling sample. The number of sampling was 100. Based on the results of research, e-service quality has positive influences for customer satisfaction and customer loyalty. Besides, it can be proven that customer satisfaction is the mediation of the quality of E-service influencing customer loyalty. Based on Sobel Formula, it was found that the value T calculated 3.97449 > T table 1.960. It means that E-Service Quality affects customer loyalty mediated by customer satisfaction. Further, it needs other research types of online shopping sites in Indonesia.   Keywords: E-Service Quality, Customer Loyalty, Customer Satisfaction, Internet Marketing, Bukalapak

scholarly journals Pengaruh kualitas layanan, kepuasan pelanggan dan keterikatan pelanggan terhadap loyalitas pelanggan grab di Surabaya

2020 ◽  
Vol 10 (1) ◽  
pp. 33
Author(s):  
Fadela Bara ◽  
Tjahjani Prawitowati
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Customer Engagement ◽  
Quality Of Services ◽  
Mutual Benefit ◽  
The People ◽  
High Level

Customer Loyalty indirectly help companies to promote products or services to the people closest to them. This is will be greatly help the company to get new customers. To increase Customer Loyalty, the company is expected to improve the quality of services provided. Quality is closely related to Customer Satisfaction and Customer Engagement, quality encourages customers to establish long-term bonds of mutual benefit in the company and Customer Engagement can increase Customer Loyalty because of the high level of Customer Engagement is the result of Customer Satisfaction of the product or service provided by the company.

scholarly journals Pengaruh Kualitas Layanan Jasa terhadap Word Of Mouth dengan Kepuasan Pelanggan sebagai Variabel Antara (Studi pada Biro Perjalanan Umum Rosalia Indah Surabaya)

2018 ◽  
Vol 3 (1) ◽  
pp. 49
Author(s):  
DEASY PRAMESWARI ◽  
ANIK LESTARI A
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Services Quality ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Quality Of Services ◽  
Transport Service ◽  
Huge Impact

Competition services company that happens in the present, especially the transport service which is services sectors that are consumed and have a huge impact on economic growth. To be able to withstand the competition, the company must continue to fix themselves to improving the quality of services to create customer satisfaction. One of the advantages which can be obtained by the company if the customer experience is the customer satisfaction will do the word of mouth. This study is conclusive research. The population in this study is the customer of General Travel Bureau Rosalia Indah Surabaya minimum 16 years old and have been using the services General Travel Bureau Rosalia Indah Surabaya at least twice. Samples taken as many as 158 people with accidental sampling technique. The measurement used is the questionnaire, and data were analyzed by Structural Equation Modeling. The results showed that the effect of variable services quality to customer satisfaction General Travel Bureau Rosalia Indah Surabaya amounted to 33.9%. The effect of variable customer satisfaction General Travel Bureau Rosalia Indah Surabaya against the word of mouth for 52.5%.

scholarly journals The Effect of System Quality, Information Quality and Service Quality Towards Customer Loyalty Using Mobile Banking Application

2021 ◽  
pp. 62-70
Author(s):  
Muhammad A. Mahendra ◽  
Wahyu A. Winarno ◽  
Alwan S. Kustono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Information Quality ◽  
Sampling Technique ◽  
P Value ◽  
Quality Information ◽  
Mobile Banking ◽  
System Quality

Aims/ Objectives: This study aims to examine the effect of system quality, information quality and service quality on customer loyalty with satisfaction as a moderating variable for users of the mobile banking application of Bank BRI Jember Branch. Study Design: Quantitative Research Place and Duration of Study: This research was conducted between March 2021 to May 2021. The research location is Bank BRI Jember Branch. Methodology: The data in this study used a questionnaire distributed to customers of Bank BRI Jember Branch in the use of mobile banking applications. In this study, quota sampling technique was used to determine the number of samples taken, namely 390 customers of Bank BRI Jember Branch. Results: The system quality variable (X1) has a p value of 0.005 on customer loyalty through customer satisfaction, quality information (X2) has a p value of 0.003 on customer loyalty through customer satisfaction and the service quality variable (X3) has a p value of 0.405. Meanwhile, customer satisfaction (Y) has a p value of 0.127 on customer loyalty. Conclusion: This study rejects H1, H2 and H3 namely system quality (X1), information quality (X2) and service quality (X3) which directly have no effect on customer loyalty (Z) and accept H4 directly, customer satisfaction has a significant effect. significant to customer loyalty. While indirectly the quality of the system (X1) and the quality of information (X2) have a significant effect on customer loyalty (Z) through variables that affect customer satisfaction (Y) which means that it supports hypotheses H5 and H6. In contrast to service quality (X3) which has no significant effect on customer loyalty (Z) through customer satisfaction (Y).

scholarly journals Upaya Mengelola Kepuasan Nasabah Melalui Dimensi Kualitas Pelayanan (Studi Kasus Pada Nasabah Bank Tabungan Negara Cabang Pekanbaru)

2017 ◽  
Vol 3 (1) ◽  
pp. 31-35
Author(s):  
ZULIA KHAIRANI
Keyword(s):  
Information Technology ◽  
Quality Of Service ◽  
Customer Satisfaction ◽  
Sampling Technique ◽  
Quality Of Services ◽  
Level Of Satisfaction ◽  
Physical Form ◽  
Wide Range ◽  
Banking Business

Service quality is very important in the banking business. In addition to offering a wide range of products, improvements in terms of information technology, physical services, and non-physical services intended to improve the quality of service. To measure the level of satisfaction is necessary to know the extent to which the quality of services provided are able to create customer satisfaction. This study aims to analized how much influence the quality of service  to  customer satisfaction BTN  Bank  Branch  Pekanbaru. After  learning  literature review, an understanding of the influence of the physical form (tangibles), reliability (reliability), assurance (assurance), responsiveness (responsiveness), and awareness (empathy) with the variables that influence can be seen as a base strategy for development customer satisfaction.The sample in this study was 100 customers of Bank BTN Pekanbaru randomized using a sampling technique accidental sampling.Statistical analysis showed that the tangibles, reliability, responsiveness, and empathy partially and simultaneously positive and significant impact on customer satisfaction Bank BTN Pekanbaru.   Keywords: Customer Satisfaction, Tangible, Reliability, Responsiveness, Assurance, and Empathy

scholarly journals PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEGABAI VARIABEL INTERVENING PADA PENGGUNA OJEK ONLINE GRAB (STUDI PADA MAHASISWA STIE TAMANSISWA BANJARNEGARA)

Medikonis ◽  
2020 ◽  
Vol 11 (1) ◽  
pp. 1-15
Author(s):  
Lustono Lustono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Negative Relationship ◽  
Sampling Technique ◽  
Significant Positive Effect ◽  
The Relationship ◽  
Positive Effect

ABSTRACT This study aims to determine the effect of service quality with price on customer loyalty through customer satisfaction as an intervening variable. STIE Tamansiswa Banjarnegara case study. In this study the independent variable consists of service quality and price, the intervening variable is customer satisfaction and the dependent variable is customer loyalty. The population of this study is 203 the total number of active students of STIE Tamansiswa Banjarnegara. While the sample of this study was 135 respondents. With accidental sampling technique. The type of research data is primer and data collection techniques using questionnaires. The results showed that partially the quality of service did not have a significant positive effect on customer loyalty. Price has a significant positive effect on customer loyalty. Service quality has a significant positive effect on customer satisfaction. Price has a significant positive effect on customer satisfaction. Customer satisfaction has a positive effect on customer loyalty. Customer satisfaction does not mediate the relationship between customer satisfaction and customer loyalty. Customer satisfaction can mediate a negative relationship between price and customer loyalty.

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