PENGARUH KEPERCAYAAN, KEPUASAN KONSUMEN, DAN NILAI TERHADAP LOYALITAS PRODUK

2017 ◽  
Vol 12 (1) ◽  
pp. 55
Author(s):  
Rintar Agus Simatupang
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Linear Regression Analysis ◽  
Perceived Value ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Positive Influence ◽  
Validity And Reliability ◽  
Convenience Sampling ◽  
Positive Effect

This study aims to examine the influence of trust, customer satisfaction, perceived value on loyalty simultaneously and test the influence of trust, customer satisfaction, and perceived value on loyalty partially. Respondents in this study are consumers of notebook users. The sampling technique is done through convenience sampling technique. The number of respondents that can be used as a sample is as much as 250 respondents. Before the first analysis is done the validity and reliability test with the aim of knowing the level of validity and reliability, then analyzed using multiple linear regression analysis. The result of analysis shows that trust, consumer satisfaction and perceived value have positive influence on loyalty simultaneously, then based on partial test of trust variable does not affect to loyalty, while consumer satisfaction and perceived value have positive effect on loyalty.Keywords: Trust, Consumer Satisfaction, Perceived Value, Loyalty.Penelitian ini bertujuan untuk menguji pengaruh kepercayaan, kepuasan konsumen, nilai yang dipersepsikan pada loyalitas secara simultan dan menguji pengaruh kepercayaan, kepuasan konsumen, dan nilai yang dipersepsikan pada loyalitas secara parsial. Responden dalam penelitian ini adalah konsumen pengguna notebook. Teknik pengambilan sampel dilakukan melalui teknik convenience sampling. Jumlah responden yang dapat digunakan sebagai sampel adalah sebanyak 250 responden. Sebelum dilakukan analisis terlebih dahulu dilakukan uji validitas dan reliabilitas dengan tujuan mengetahui tingkat validitas dan reliabilitas, kemudian dianalisis menggunakan analisis regresi linier berganda. Hasil analisis menunjukkan kepercayaan, kepuasan konsumen dannilai yang dipersepsikan berpengaruh positif pada loyalitas secara simultan, kemudian berdasarkan pengujian secara parsial variabel kepercayaan tidak berpengaruh terhadap loyalitas, sedangkankepuasan konsumen dan nilai yang dipersepsikan berpengaruh positif pada loyalitas.Kata Kunci: Kepercayaan, Kepuasan Konsumen, Nilai yang Dipersepsikan, Loyalitas

scholarly journals Pengaruh Kualitas Produk dan Citra Merek Terhadap Keputusan Pembelian Smartphone Iphone di Banjarmasin

2020 ◽  
Vol 1 (2) ◽  
pp. 80-91
Author(s):  
Norbaiti Norbaiti ◽  
Winda Setia Rahmi
Keyword(s):  
Product Quality ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Positive Influence ◽  
Dominant Factor ◽  
Purchasing Decisions ◽  
Validity And Reliability ◽  
Positive Effect

This study aims to determine the effect of product quality and brand image on purchasing decisions of iphone smartphones in Banjarmasin both simultaneously and partially. The population of this research is the people in Banjarmasin, while the samples taken are 100 respondents using purposive sampling technique. This study uses a quantitative approach. The research instrument was tested for validity and reliability by looking at corrected items total correlation and Cronbach's alpha and all were declared valid and reliable. Data analysis techniques used in this study used the classic assumption test, multiple linear regression analysis, and hypothesis testing (F test and t test). The results of this study indicate simultaneously that product quality and brand image have a positive effect on purchasing decisions for iPhone smartphones and the most dominant factor influencing purchase decisions is on the brand image. Partially for product quality has a positive effect on purchasing decisions with a t value greater than t table that is 4.674> 1.964 with a significance value of 0.000. As for the brand image, it also has a positive influence on purchasing decisions with a t value greater than t table, namely 20.554> 1.964 with a significance value of 0.000.

scholarly journals PENGARUH PROMOSI DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA RESTORAN BAKSO LAPANGAN TEMBAK SENAYAN

2020 ◽  
Vol 11 (01) ◽  
pp. 32-45
Author(s):  
Diana Diana ◽  
Nanda Harry Mardika
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
T Test ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
F Test

The development of business today is characterized by increasingly intense competition,to be able compete with other culinary businesses, companies must pay attention to promotions, service quality and customer satisfaction. Attractive promotions and good service quality can increase customer satisfaction. The purpose of this study was to determine the existence of a positive and significant effect between promotion variables and service quality on consumer satisfaction at the Restoran Bakso Lapangan Tembak Senayan with a purposive sampling technique, the number of samples in this study amounted to 100 respondents. Data collection method is questionnaire. Data quality in this study uses validity and reliability test, the classic assumption and the influence test in this study using multiple linear regression analysis and coefficient of determination analysis (R2), while the hypothesis testing in this study uses t test and F test using SPSS version 23 software program. The results of the t test and F test, it can be concluded promotion is partially positive and significant effect on customer satisfaction, service quality is partially positive and significant effect on customer satisfaction, as well promotion and service quality as a whole. simultaneous positive and significant effect on consumer satisfaction in the Restoran Bakso Lapangan Tembak Senayan. Keywords: promotion, service quality, customer satisfaction

scholarly journals KUALITAS PELAYANAN SEBAGAI DETERMINAN KEPUASAN PELANGGAN JASA TRANSPORTASI GRAB BIKE DI YOGYAKARTA

2020 ◽  
Vol 9 (2) ◽  
pp. 191
Author(s):  
Fajar Ramadhan ◽  
Hendro Setyono
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Test Validity ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Validity And Reliability

This  research  aims  to  analyze  the  influence  of  the  quality  of  service  of customer  satisfaction  on  service  businesses  Grab-Bike  transport  in  Yogyakarta. This  research  uses  the  five  independent  variables  i.e.  tangible,  reliability, responsiveness,  assurance  and  emphaty  with  one  dependent  variable  i.e. consumer  satisfaction.  After  a  review  of  the  literature  as  well  as  field  and preparation  of  the  hypothesis,  the  data  in  this  study  were  collected  through  the dissemination  of  a  questionnaire  to  70  people  who  never  use  the  Grab-Bike transport  as  research  samples.  Sampling  technique  used  is  a  Non  probability sampling  method  sampling  incidental.  Methods  of  data  analysis  used  is  the quantitative analysis that is test validity and reliability, multiple linear regression analysis,  t-test  and  F-test  as  well  as  the  coefficient  of  determination.  Based  on data  analysis,  the  results  showed  that  the  indicators  on  research  is  valid  and reliability.  Hypothesis  test  on  tangible,  responsiveness,  assurance  and  emphaty no effect significantly to consumer satisfaction. Hypothesis test of reliability has a positive and significant influence toward customer satisfaction.

scholarly journals Pengaruh Kualitas Pelayanan, Servicescape dan Harga Terhadap Kepuasan Konsumen

2019 ◽  
Vol 3 (2) ◽  
pp. 203-208
Author(s):  
Vina Islami
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Consumer Satisfaction ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Significance Test ◽  
Validity And Reliability

Globalization now has a big impact on people's lives, especially seen from their lifestyle. The mindset of a developing and changing society does not escape the influence of technological progress. Facing competition, companies must be able to place their products in the midst of intense business competition. Consumers today are smarter and selective in choosing the goods and services used. This study aims to examine the effect of service quality, servicescape, and prices on consumer satisfaction at consumers of Jasmine Beauty Clinic Bogor.This study used a survey research design on respondents by distributing questionnaires to consumers of Jasmine Beauty Clinic Bogor. The population of this study was the Bogor community who took care at Jasmine Beauty Clinic Bogor. The sample in this study amounted to 120 respondents using a purposive sampling technique with the criteria of respondents having done treatment at Jasmine Beauty Clinic Bogor and aged over 17 years. The data collection technique uses a questionnaire with a Likert scale, each of which has been tested and has met the validity and reliability requirements. Data analysis using multiple linear regression and hypothesis testing using the partial significance test (t test).The results of multiple linear regression analysis with SPSS version 16 show that service quality, servicescape, and prices partially have a positive and significant effect on customer satisfaction. Keywords: service quality, servicescape, price and customer satisfaction.

scholarly journals PENGARUH RELATIONSHIP MARKETING DAN KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH TABUNGAN SIKOCI PADA BANK NAGARI CABANG SIMPANG EMPAT

2020 ◽  
Author(s):  
Lola Satri ◽  
Alfian
Keyword(s):  
Regression Analysis ◽  
Relationship Marketing ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Positive Influence ◽  
Research Use ◽  
Independent Variables ◽  
Analysis Technique ◽  
Positive Effect

This research has a purpose to know whether relationship marketing and service quality have positive influence to loyalty of customer of saving sikoci at Bank of Nagari branch of Simpang Empat either partially or simultaneously and know which variable is more dominant. The data collection techniques used in this study is a questionnaire. The sample used is 100 customer, with sampling technique using accidental sampling technique. Data analysis technique in this research use multiple linear regression analysis. The results obtained in this study are as follows: (1) Trust has positive effect (944) <(1,984) and not significant (0,348)> (0,05) to loyalty. (2)) Commitment has positive (8,218)> (1,984) and significant (0,000) <(0,05) effect on loyalty. (3) Tangibles has negative (-2,430)> (1,984) and significant (0,017) <(0,05) effect on loyalty. (4) Reliability negatively (-1.570) <(1,984) and insignificant 0, 120> 0.05 to loyalty. (5) Responsiveness has positive effect (5,922)> t table (1,984) and significant (0,000) <(0,05) to loyalty. (6) Warranty has positive effect (1,199) <(1,984) and insignificant 0, 234> 0,05 to loyalty. (7) Empathy has positive effect (186) <(1,984) and insignificant 0, 853> 0,05 to loyalty. From the value of Adjusted R Squere simultaneously produced 566. It means that 56.6% of loyalty variables are influenced by independent variables and the remaining 43.4% is influenced by othervariables.

scholarly journals Pengaruh Brand Image dan Harga Terhadap Keputusan Pembelian Mobil Toyota Avanza pada PT. Hasjrat Abadi Tendean Manado

2019 ◽  
Vol 9 (1) ◽  
pp. 90
Author(s):  
Dais Iis Tirtaatmaja ◽  
Johny R. E. Tampi ◽  
Aneke Y. Punuindoong
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Multiple Linear Regression Analysis ◽  
Positive Influence ◽  
Purchasing Decisions ◽  
Positive Effect

This research aims to determine the influence of Brand Image and Price on consumers purchasing decisions in PT. Hasjrat Abadi Tendean Manado. The population that used is all of the consumers’ of PT. Hasjrat Abadi Tendean Manado where the population size is unknown. The sample which is taken in this research is 96 respondents who had used Toyota Avanza and used the simple random sampling technique. The sample based on respondent level techniques and the data collection method with using questionnaire. The statistical analysis that used in this research in linear regression analysis with using SPSS 25 for windows. The result of this research demonstrate that the Brand Image and Price have a positive influence and have significant influence on purchasing decisions. The amounts of Brand Image and Price influence on purchasing decisions are 59,5% and 40,5% which are influenced by other variables. Based on the results of multiple linear regression analysis that the brand image and price variables have a significant and positive effect on purchasing decisions.

scholarly journals ANTESEDEN PEMBENTUK KEPUASAN KONSUMEN (STUDI PADA KONSUMEN TAS RUMAH WARNA YOGYAKARTA)

2020 ◽  
Vol 9 (1) ◽  
pp. 76
Author(s):  
Khalifah Nurjannah ◽  
Fitroh Adhilla
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Quantitative Research ◽  
Brand Image ◽  
Sampling Technique ◽  
Significant Positive Effect ◽  
Validity And Reliability ◽  
F Test ◽  
Quality Product ◽  
Positive Effect

This study aims to determine the effect of the three forming factors consumer satisfaction consisting of product quality, brand image and price affect consumer satisfaction Rumah Yogyakarta bag colors both partial or simultaneous. This research is a quantitative research. Sampling with non probability sampling with purposive sampling technique that has criteria is a consumer of the Yogyakarta Color House bag female, have bought and used a Rumah Warna bag, and are> 18 years old year. Data collection in this study uses deployment questionnaire to be tested for validity and reliability, for data analysis using multiple regression analysis, t test, f test and R square. Subject this research is the consumers of Rumah Warna Yogyakarta bag already once bought and used a Rumah Color bag. The results showed that: 1) the quality of the product on the bag Rumah Warna does not have a significant effect on bag customer satisfaction Rumah Warna Yogyakarta, 2) brand image on Rumah Warna bag is influentialsignificant positive effect on customer satisfaction Rumah Warna Yogyakarta bag, 3) the price on the Rumah Warna bag has a significant positive effect on satisfaction Yogyakarta Rumah Color bag consumers, and 4) together quality product, brand image and price have a significant positive effect on satisfaction Yogyakarta Rumah Color bag consumers with an f test result of 0,000 <0.05, with a regression equation Y = 0.237 + 0.218 X1 + 0.337 X2 + 0.396 X3 + e. R Square of 0.496 or 49.6% which influences and the remaining 50.4% influenced by other variables not examined by this study.

scholarly journals The Effect of Brand Equity and Electronic Word of Mouth (E - WOM) on Customer Satisfaction and Loyalty in E-commerce Marketplace

2021 ◽  
Vol 8 (4) ◽  
pp. 308-315
Author(s):  
Adhy Arya Hendrata ◽  
Netti Tinaprilla ◽  
Arief Safari
Keyword(s):  
Customer Satisfaction ◽  
Brand Equity ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Word Of Mouth ◽  
Sampling Technique ◽  
Total Sample ◽  
Positive Influence ◽  
Electronic Word Of Mouth ◽  
Positive Effect

E-commerce in Indonesia is currently developing rapidly in line with the era of globalization. Brand equity and electronic word of mouth is one aspect that e-commerce really cares about. Tokopedia, Shopee, Lazada and Bukalapak are competing fiercely to maintain their competitive advantage by creating good brand equity. Therefore, it is interesting to learn about brand equity in building customer satisfaction and customer loyalty. The aim of this study is (1) Analyzing brand equity in the e-commerce marketplace, (2) Calculating the level of overall consumer satisfaction and loyalty to the four e-commerce marketplaces,(3) Identifying the elements of brand equity and electronic word of mouth that affect brand satisfaction and loyalty to the four e-commerce marketplace companies. The sampling technique in research uses non-probability sampling method with convenience sampling technique. This study used a total sample of 100 people service users of the e-commerce marketplace companies Tokopedia, Shopee, Lazada, and Bukalapak. Processed using SEM-PLS. Based on the research results, the elements of brand equity and electronic word of mouth have a positive influence on consumer satisfaction. In the Tokopedia and Shopee brands, there is one element of brand equity that has no effect, namely brand association and brand awareness. Lazada, one element that affects satisfaction, Bukalapak has a positive effect on satisfaction, namely electronic word of mouth. Consumer satisfaction has a significant positive effect on consumer loyalty. Keywords: E-Wom, Brand Equity, Customer Loyalty, Customer Satisfaction, SEM-PLS.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN PADA PT ANEKA TATA NIAGA

2020 ◽  
Vol 11 (01) ◽  
pp. 46-57
Author(s):  
Hermanto Hermanto ◽  
Nora Pitri Nainggolan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Margin Of Error ◽  
Quality Product

The purpose of this study was to determine the effect of service quality and product quality on customer satisfaction at PT Aneka Tata Niaga using slovin sampling technique with a margin of error of 5% of 155 customers so as to produce 112 respondents who are customers at PT Aneka Tata Niaga. Data collection methods are questionnaires. Data quality test in this study uses the validity and reliability test, the classic assumption test and the influence test in this study using multiple linear regression analysis and coefficient of determination analysis (R2), while the hypothesis testing in this study uses (t test) and (F test ) by using SPSS version 23 software program. the results show that service quality has a partially significant effect on customer satisfaction and product quality has a partially significant effect on customer satisfaction, and service quality and product quality together have a significant simultaneous effect on customer satisfaction at PT Various Commerce. Keywords: Service Quality, Product Quality, Customer Satisfaction

scholarly journals PENGARUH SYARIAH MARKETING DAN CITRA PERUSAHAAN TERHADAP KEPUASAN NASABAH JASINDO OTO PADA PT ASURANSI JASINDO SYARIAH KANTOR PEMASARAN MEDAN

2020 ◽  
Vol 11 (1) ◽  
Author(s):  
Ivo Mei Utari ◽  
Rizal Agus ◽  
Azhar Azhar
Keyword(s):  
Customer Satisfaction ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Corporate Image ◽  
Significant Positive Effect ◽  
Validity And Reliability ◽  
Independent Variables ◽  
Simultaneous Test ◽  
Positive Effect

ABSTRACTThis research entitled Effect of Shariah Marketing and Coorporate Image on Customer Satisfaction JasindoOto At PT Asuransi JasindoSyariah Medan Marketing Office. This research used a quantitative approach which purposed to answer the question about whether there is the influence of sharia marketing and corporate image partially and simultaneously on customer satisfaction. Data was collected by distributing questionnaires with a sample of 74 respondents using multiple linear regression analysis. The research showed that the validity and reliability test are declared valid and reliable. Sharia marketing hypothesis test a positive and significant impact on customer satisfaction, this is evidenced by the significant value of 0.0000.05 with a strong correlation of 0.575 and the image of the company and significant positive effect on customer satisfaction, this is evidenced by the significant value of 0.000.05 with enough correlation of 0.333. Then for simultaneous test of 26.134 with a significance of 0.000. This means simultaneously independent variables significant positive effect on the dependent variable of customer satisfaction.Keywords: Sharia Marketing, Corporate Image, Customer SatisfactionABSTRAKPenelitian ini berjudul Pengaruh Syariah Marketing Dan Citra Perusahaan Terhadap Kepuasan Nasabah JasindoOto Pada PT Asuransi Jasindo Syariah Kantor Pemasaran Medan. Penelitian ini menggunakan pendekatan kuantitatif yang bertujuan untuk menjawab pertanyaan tentang apakah terdapat pengaruh syariah marketing dan citra perusahaan secara parsial dan simultan terhadap kepuasan nasabah. Pengumpulan data dilakukan dengan penyebaran kuesioner dengan sampel sebanyak 74 responden dengan menggunakan metode analisis regresi linear berganda. Hasil penelitian menunjukkan bahwa uji validitas dan reliabilitas dinyatakan valid dan reliabel. Uji Hipotesis Syariah marketing berpengaruh positif dan signifikan terhadap kepuasan nasabah, dibuktikan dengan nilai signifikansi 0,0000,05 dengan korelasi yang kuat sebesar 0,575 dan citra perusahaan berpengaruh positif dan signifikan terhadap kepuasan nasabah, dibuktikan dengan nilai signifikansi 0,0010,05 dengan korelasi yang cukup sebesar 0,333. Kemudian untuk uji simultan sebesar  26,134 dengan signifikansi sebesar 0,000. Hal ini berarti secara simultan variabel bebas berpengaruh positif signifikan terhadap variabel terikat yakni kepuasan nasabah.Kata Kunci: Syariah Marketing, Citra Perusahaan, Kepuasan Nasabah

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