scholarly journals FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS KONSUMEN TOKO STARS MADIUN 2

2021 ◽  
Vol 1 (2) ◽  
pp. 197-216
Author(s):  
Ridha Maisaroh ◽  
Maulida Nurhidayati
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Field Research ◽  
Partial Least Square ◽  
Least Square ◽  
Purchase Behavior ◽  
Consumer Loyalty ◽  
Price Promotion ◽  
Competitive Prices ◽  
Repeat Purchase Behavior

Consumer loyalty is a positive attitude given by consumers to a product or company caused by consumer satisfaction with the product or company which is manifested by repeat purchase behavior to recommend it to anyone they know. This study aims to determine and analyze the effect of price, promotion, and service quality on consumer loyalty at Stars Madiun 2 Store. This research is a field research with a quantitative approach. Stars Madiun 2 shop consumers are the population in this study with 97 consumers as samples. Sampling was done by incidental sampling method. Data were analyzed by Partial Least Square (PLS) method. The results showed that price and promotion had a positive effect on consumer loyalty. While the quality of service has no effect on consumer loyalty. The magnitude of the influence of price, promotion, and service quality on consumer loyalty has an effect of 66.5% and 33.5% is influenced by variables that are not included in the model. The price variable has the greatest contribution to loyalty. The Stars Madiun 2 store must consider prices more carefully, such as providing more competitive prices, and offering a variety of products accompanied by good quality. After that, promotion and service quality can be improved.   Loyalitas konsumen merupakan sikap positif yang diberikan oleh konsumen kepada suatu produk atau perusahaan yang disebabkan oleh kepuasan konsumen terhadap produk atau perusahaan tersebut yang diwujudkan dengan perilaku pembelian berulang hingga merekomendasikannya kepada siapapun yang mereka kenal. Penelitian ini memiliki tujuan untuk mengetahui dan menganalisis pengaruh harga, promosi, dan kualitas pelayanan terhadap loyalitas konsumen Toko Stars Madiun 2. Penelitian ini adalah penelitian lapangan dengan pendekatan kuantitatif. Konsumen Toko Stars Madiun 2 merupakan populasi pada penelitian ini dengan 97 konsumen sebagai sampel. Pengambilan sampel dilakukan dengan metode incidental sampling. Data dianalisis dengan metode Partial Least Square (PLS). Hasil penelitian menunjukkan bahwa harga dan promosi berpengaruh positif terhadap loyalitas konsumen. Sedangkan kualitas pelayanan tidak berpengaruh terhadap loyalitas konsumen. Besarnya pengaruh harga, promosi, dan kualitas pelayanan terhadap loyalitas konsumen berpengaruh sebesar 66,5% dengan 33,5% dipengaruhi oleh variabel yang tidak masuk dalam model. Variabel harga memiliki kontribusi paling besar terhadap loyalitas. Toko Stars Madiun 2 harus lebih mempertimbangkan harga dengan matang, seperti memberikan harga yang lebih kompetitif, dan bermacam-macam dengan diiringi dengan kualitas produk yang baik. Setelah itu dapat dilakukan peningkatan promosi dan kualitas pelayanan.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS KONSUMEN DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING PADA BENGKEL BODY & PAINT PT WAHANA SENJAYA JAKARTA

2021 ◽  
Vol 11 (1) ◽  
pp. 92-106
Author(s):  
Prawiniko Sugistianto ◽  
Heri Ispriyahadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Consumer Loyalty ◽  
Partial Least Square Analysis ◽  
Analysis Technique ◽  
Excellent Service

Abstract            This study investigates the effect of service quality on consumer loyalty at PT Wahana Senjaya Jakarta Body Paint workshop (Indomobil Nissan Datsun Warung Buncit) by using the intervening variable customer satisfaction. The sample used in the study was 100 customers as respondents. The data were obtained by distributing questionnaires to selected respondents, who were then analyzed using the instrument used in the form of a questionnaire to get primary data for the PLS (Partial Least Square) analysis technique. The results showed that the variable service quality positively and significantly affected the consumer loyalty variable (dependent) either directly or indirectly through the variable customer satisfaction (intervening). Likewise, the consumer satisfaction variable also has a positive and significant effect on consumer loyalty. Excellent service quality will increase customer satisfaction, which becomes the driving force for increased consumer loyalty.

scholarly journals The Effect of Ease of Transaction and Service Quality on Purchasing Decisions Mediated by Consumer Satisfaction (Studies on Okeped Jabodetabek Users).

2021 ◽  
Vol 19 (2) ◽  
pp. 33
Author(s):  
Melitina Tecoalu ◽  
Soegeng Wahyoedi ◽  
Edward Kustiawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Purchasing Decisions ◽  
Purchasing Decision ◽  
Data Collection Process

This study aims to determine the effect of ease of transaction and service quality on customer satisfaction in purchasing decision making. In this study using a sample of 100 respondents using convience sampling non profitability. Data obtained through questionnaires, the data collection process in this study is Structural Equation Modeling (SEM) with the SmartPLS (Partial Least Square) 3.0 program to determine the relationship between the effect of Ease of Transaction, Service Quality on Purchasing Decisions and Consumer Satisfaction as a mediating variable.The results of the hypothesis that there are 4 accepted and 3 rejected after being tested by hypothesis testing is done using the probability value and the t statistic. So in the hypothesis acceptance criteria t-statistic> t-table. Ease of transaction affects customer satisfaction, so the hypothesis is accepted. Service quality affects customer satisfaction, so the hypothesis is accepted. Ease of transaction affects purchasing decisions, so the hypothesis is accepted. Service quality affects purchasing decisions, so the hypothesis is accepted. Consumer satisfaction has no effect on purchasing decisions, so the hypothesis is rejected. The service quality on purchasing decisions is not mediated by consumer satisfaction well so that the hypothesis is rejected. Ease of transaction on purchasing decisions is not mediated in consumer satisfaction well, so the hypothesis is rejected. In this study, it is explained that the purchasing decision is not well mediated by consumer satisfaction so that consumers who do not reach their expectations feel dissatisfied, which leads to not making purchasing decisions on Okeped.

scholarly journals Partial Least Square In Analyzing The Influence Of Service Quality, Facilities And Price On Customer

2021 ◽  
Vol 1 (2) ◽  
Author(s):  
Mohammad Saefus Sholeh ◽  
Ribangun Bamban Jakaria
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Consumer Satisfaction ◽  
Building Materials ◽  
Partial Least Square ◽  
Least Square ◽  
P Value ◽  
Pls Method

UD Barokah Tiga is a business that sells building materials and electric tools. The aim of this research is to measure how the influence of service quality, facilities and price affects customer satisfaction. The research that will be conducted here uses the Partial Least Square (PLS) method using the Warppls 7.0 software. The results of this study for service quality variables have a significant influence on customer satisfaction variables. Because it has a P-value of 0.001 from <0.05. For the value obtained X1 5,346 where> from 1.96 where for X1 has a significant value. The facility variable does not have a significant effect on the customer satisfaction variable. Because it has a P-value of 0.15 from <0.05. For the value obtained X2 1.054 where <from 1.96 where for X2 has an insignificant value. The price variable has a significant influence on the consumer satisfaction variable. Because it has a P-value of 0.001 from <0.05. For the value obtained X3 4,645 where> from 1.96 where for X3 has a significant value  

The Effects of Service Quality, Competitive Prices and Product Quality on Customer Satisfaction

2019 ◽  
Vol 9 (6) ◽  
pp. 1165 ◽  
Author(s):  
FEBRYANTO FEBRYANTO ◽  
Innocentius BERNARTO
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Survey Method ◽  
Competitive Advantages ◽  
Competitive Prices

As time goes by, restaurant businesses increase significantly in such a way that they encourage businessmen to be aware of improving the competitive advantages to compete tightly. The purpose of this study is to determine whether service quality, competitive prices, and product quality have positive and significant influences on customer satisfaction in the KYF Restaurant, Tangerang, Indonesia. In this study, the data were collected by using the questionnaires. The method used in this study was the survey method. The population in this study refered to the customers of the KYF Restaurant. The samples in this study consisted of 100 respondents and convenience sampling was chosen. The statistical analysis that was used in this study was the PLS-SEM (Partial Least Square-Structural Equation Modeling) with the assistance of the SmartPLS 3.2.6 software. The research results have shown that service quality, prices, and product quality indicate positive and significant influences on customer satisfaction in the KYF Restaurant.

scholarly journals QUALITY OF SERVICE AND PRICE PERCEPTION AFFECT CUSTOMER LOYALTY WITH CONSUMER SATISFACTION AS A MEDIATION VARIABLES

2021 ◽  
Vol 1 (2) ◽  
pp. 25-31
Author(s):  
Margareta Evy da Silva
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Mediating Role ◽  
Perceived Price

This study investigates the effect of service quality and perceived price on customer satisfaction and the effect of customer satisfaction on customer loyalty. This study also seeks to determine the mediating role of customer satisfaction on the relationship between service quality and price perceptions and customer loyalty. This study focuses on observations on 100 students in Sidoarjo who have made purchases at Indomaret-Sidoarjo. The research hypothesis testing adopted the Structural Equation Model-Partial Least Square (SEM-PLS) technique using SmartPLS. This study found that customer satisfaction has a significant effect on customer loyalty and perceived price also has a significant effect on customer loyalty. However, this research proves that service quality does not have a significant effect on customer satisfaction.

scholarly journals The Effect Of Product Quality, Service Quality, Price On Product Purchasing Decisions On Consumer Satisfaction

2021 ◽  
Vol 2 (1) ◽  
pp. 61-70
Author(s):  
Satria Mulia Chaerudin ◽  
Afriapoll Syafarudin
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Medical Device ◽  
Consumer Satisfaction ◽  
Structural Model ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Quality Service ◽  
Purchasing Decisions

This study aims to provide empirical evidence regarding the influence of product quality, service quality, and price on the decision to purchase medical device products and their implications for consumer satisfaction. This study uses the PLS (Partial Least Square) analysis method. This study uses primary data in the form of a questionnaire and is distributed to 141 (one hundred and forty-one) respondents who are users of medical device products, namely apheresis machines. Based on the overall exposure of statistical calculations on structural model analysis and testing that partially, product quality is proven to have a positive and significant effect on purchasing decisions for medical device products, service quality is proven to have a positive and significant effect on purchasing decisions for medical device products, prices are proven to have a positive and significant effect. significant towards the decision-making of medical device product purchasing, product quality proved to have a positive and significant effect on consumer satisfaction of owned medical device products, service quality proved to have a positive and significant effect on consumer satisfaction of medical device products, price proved to have a positive and significant effect on consumer satisfaction of medical device products health. The purchase decision is proven to have a positive and significant effect on consumer satisfaction with medical device products.

scholarly journals ANALYSIS OF SERVICE QUALITY AND TRUST ON CONSUMER LOYALTY WITH SATISFACTION AS AN INTERVENING VARIABLE (CASE STUDY OF P.O BORLINDO)

2020 ◽  
Vol 3 (2) ◽  
pp. 1-10
Author(s):  
Abdul Razak Sabara ◽  
Otto Randa Payangan ◽  
Muhammad Ismail
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Field Research ◽  
Secondary Data ◽  
Research Data ◽  
Consumer Loyalty ◽  
Descriptive Research ◽  
Quantitative Descriptive ◽  
Positive Effect

This research aims to determine the effect of service quality and trust on the consumers' loyalty through consumer satisfaction directly and indirectly. The research was conducted at PO Borlindo by taking passengers as a research object. This research draft uses quantitative descriptive research with direct observation in the field. Research data form primary and secondary data from the company. Data is processed and analyzed by path analysis methods with IBM-SPSS. The results showed that the Service quality and trust positively affect consumer satisfaction and consumer loyalty directly. Trust had a positive effect on consumers' loyalty through consumer satisfaction. The hypothesis testing shows that the service quality variable is the variable with the lowest level of influence among other variables on consumer loyalty at PO Borlindo.

scholarly journals The Effect of Product Quality and Price Policy On Consumer Loyalty Through the Variables of Customer Satisfaction Ulamm Pt. Permodalan Nasional Madani (Persero) Bekasi Branch

2021 ◽  
pp. 34-39
Author(s):  
Aisya Cindyta Zahra ◽  
Suharto Suharto ◽  
Dr. Iwan Kurniawan Subagja
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Price Policy ◽  
Partial Least Square ◽  
Least Square ◽  
Consumer Loyalty ◽  
Satisfaction Analysis

This study aims to determine the effect of product quality on consumer loyalty, the effect of price policy on consumer loyalty, the influence of consumer satisfaction on consumer loyalty, the influence of product quality on customer satisfaction, the influence of price policy on consumer satisfaction, the influence of product quality on consumer loyalty through the variable customer satisfaction, and knowing the effect of price policy on consumer loyalty through customer satisfaction variables. This research was conducted at Pt. Permodalan Nasional Madani (Persero) Bekasi branch involving 98 consumers of the company. Data analysis used path analysis with partial least square (PLS) model with t-test. Based on data analysis, it is found that product quality has a significant effect on consumer loyalty. The analysis in this path is the effect of product quality on consumer loyalty. Price policy has a significant effect on consumer loyalty. Satisfaction has a significant effect on consumer loyalty. The analysis in this path is the effect of customer satisfaction on customer loyalty. Product quality has a significant effect on satisfaction. The analysis in this pathway is the effect of product quality on customer satisfaction. Price policy has a significant effect on satisfaction. Analysis in this pathway is the effect of price policy on customer satisfaction. The consumer satisfaction variable is not a moderating variable. The analysis on this path is the effect of product quality on consumer loyalty through customer satisfaction. The consumer satisfaction variable is not a moderating variable. The analysis in this path is the effect of price policy on consumer loyalty through customer satisfaction.

scholarly journals ANALISIS PENGARUH KEPUASAN TERHADAP LOYALITAS KONSUMEN SMARTPHONE SAMSUNG MENGGUNAKAN METODE PARTIAL LEAST SQUARE PADA MAHASISWA UNIVERSITAS DIPONEGORO SEMARANG

2021 ◽  
Vol 10 (2) ◽  
pp. 293-302
Author(s):  
Jefferio Gusti Putratama ◽  
Alan Prahutama ◽  
Suparti Suparti
Keyword(s):  
Customer Satisfaction ◽  
University Students ◽  
Latent Variables ◽  
Consumer Satisfaction ◽  
Rapid Development ◽  
Structural Models ◽  
Partial Least Square ◽  
Least Square ◽  
Consumer Loyalty ◽  
Measurement Models

Smartphones are one of the electronic devices that are capable of experiencing fairly rapid development. The existence of this Smartphone is considered to be the most important item for used everyday. Samsung is one of the most popular smartphone brand in Indonesia. Based on data from the website of the Statcounter survey institute, it was found that the Samsung market share in Indonesia until August 2020 was in the top position, namely 24.19%. Samsung continues to make various innovations in order to continue to dominate the top of the smartphone sales segment. In addition, to provide consumer's satisfication so that consumer’s loyalty to the Samsung brand will be maintained. The purpose of this study is to make measurement models and structural models, as well as to test the relationship of customer satisfaction to consumer loyalty of Samsung smartphones using the SEM – PLS (Partial Least Square) method. This research was conducted on Diponegoro University students who have purchased and used a Samsung smartphone. This research was conducted on Diponegoro University students who have purchased and used a Samsung smartphone. This research has produced 4 latent variables with 18 measurement models and 2 structural models. Based on the 2 structural models formed, the result shows that the R2 value in the customer satisfaction model is 0.670. This indicates that the variable customer satisfaction can be explained by the variable product quality and price by 67%. Meanwhile, in the consumer loyalty model, the R2 value is 0.478. This indicates that the consumer loyalty variable can be explained by the consumer satisfaction variable of 47.8%. Keywords:    Samsung Smartphone, Consumer’s Satisfaction, Consumer’s Loyalty, Partial Least Square.

scholarly journals Consumer Satisfaction and Sustainable Loyalty in Retail: Perspective from Serice Quality and Perceived Price

2021 ◽  
Vol 1 ◽  
Author(s):  
Meylia Amanatul Rochma ◽  
Devy Eleonora Julya Christanti Jun ◽  
Achmad Yanu Alif Fianto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Price Perception ◽  
Perceived Price

This research investigates the effect of service quality and price perception on customer satisfaction and the effect of customer satisfaction on customer loyalty. This research also seeks to investigate the mediating role of customer satisfaction on the relationship between service quality and price perception with customer loyalty. This research focuses observations on 100 students in Sidoarjo who have made purchases in Indomaret- Sidoarjo. To test the research hypothesis, this research adopted the Structural Equation Model-Partial Least Square (SEM-PLS) technique using SmartPLS. This research found that customer satisfaction has a significant effect on customer loyalty and price perception also has a significant effect on customer loyalty. However, this study actually proves that service quality apparently has no significant effect on customer satisfaction

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