Analisis Pengaruh Dimensi Kualitas Jasa pada Loyalitas Pelanggan

This study evaluates the influence of service quality on customer loyalty in motorbike and saloons hairdressing shops in Yogyakarta. The service quality is measured using five dimensions: reliability, responsiveness, assurance, empathy, and tangibles. The service quality is indeed considered the strongest competitive weapon by many organizations with respect to service. Sample is chosen utilizing purposive sampling method. 220 respondents of motorbike and 215 respondents of saloons hairdressing shops are employed. Data analysis is then conducted using regression analysis. This research finds that the five dimensions of service quality significantly influence the customer loyalty to employees and customer loyalty to the business. The dimension of tangibles strongly influences the customer loyalty to the business. To marketers, this finding provides for a long-term perspective of service management. In the conclusion, several suggestions for future research are given, which is to broaden service types so as to acquire higher generalization with more varied population.

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PENGARUH CUSTOMER DELIGHT TERHADAP CUSTOMER LOYALTY DENGANSERVICE QUALITY SEBAGAI VARIABEL MODERASI

E-Jurnal Manajemen Universitas Udayana ◽

10.24843/ejmunud.2020.v09.i01.p15 ◽

2020 ◽

Vol 9 (1) ◽

pp. 278

Author(s):

A. A. Ayu Mutiara Sari ◽

Tjokorda Gede Raka Sukawati

Keyword(s):

Regression Analysis ◽

Data Analysis ◽

Service Quality ◽

Sample Size ◽

Customer Loyalty ◽

Sampling Method ◽

Purposive Sampling ◽

Analysis Techniques ◽

Customer Delight

The purpose of this study was to analyze the effect of customer delight on customer loyalty with service quality as a moderating variable (Study at Livingstone Café & Bakery Seminyak Bali). This research was conducted at Livingstone Café & Bakery Seminyak Bali with data analysis techniques Moderation Regression Analysis (MRA). The sample size obtained by using purposive sampling method as many as 120 respondents. Based on the results of the analysis it can be stated that customer delight has a positive and significant effect on consumer customer loyalty at Livingstone Café & Bakery Seminyak Bali. Service quality moderated the influence of customer delight on consumer customer loyalty at Livingstone Café & Bakery Seminyak Bali. Suggestions that can be recommended for Livingstone Café & Bakery Seminyak should pay more attention to fair service regarding products, prices and services from staff of Livingstone Café & Bakery Seminyak Bali. Keyword : customer delight, service quality, customer loyalty

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PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN MEMBELI DI J.CO DONUTS DAN COFFE PALU GRAND MALL

Jurnal Ilmu Manajemen Universitas Tadulako (JIMUT) ◽

10.22487/jimut.v5i3.156 ◽

2020 ◽

Vol 5 (3) ◽

pp. 240-250

Author(s):

Dede Kuriang Listanto ◽

Chalil Chalil ◽

Ira Nuriya Santi

Keyword(s):

Regression Analysis ◽

Data Analysis ◽

Linear Regression ◽

Service Quality ◽

Multiple Linear Regression ◽

Linear Regression Analysis ◽

Sampling Technique ◽

Total Sample ◽

Multiple Linear Regression Analysis ◽

Purposive Sampling

This study aims to know the influence of service quality and price to consumen satisfaction at J.CO Donuts and Coffe Palu Grand Mall. Total sample in this study are 60 respondent, with Purposive sampling as sampling technique. Data analysis methode used in this research is Multiple Linear Regression Analysis. The result shows that service quality and price simultaneously have a signifikan influnce to consument satisfaction at J.CO Donuts and Coffe Palu Grand Mall. Service quality partially have a signifikan influence to consument satisfaction at J.CO Donuts and Coffe Palu Grand Mall. Price partially have a signifikan influence to consument satisfaction at J.CO Donuts and Coffe Palu Grand Mall. Tujuan dari penelitian ini yaitu untuk mengetahui pengaruh kualitas layanan dan harga terhadap kepuasan konsumen di J.CO Donuts dan Coffe Palu Grand Mall. Sampel yang digunakan penelitian ini yaitu sebanyak 60 responden, dengan teknik penarikan sampel yang digunakan adalah purposive sampling. Metode analisis data yang digunakan dalam penelitian ini adalah Regresi Linear Berganda. Hasil penelitian menunjukkan bahwa kualitas layanan dan harga secara serempak berpengaruh siginifikan terhadap kepuasan konsumen di J.CO Donuts dan Coffe Palu Grand Mall. Kualitas layanan secara parsial berpengaruh signifikan terhadap kepuasan konsumen di J.CO Donuts dan Coffe Palu Grand Mall. Harga secara parsial berpengaruh signifikan terhadap kepuasan konsumen di J.CO Donuts dan Coffe Palu Grand Mall.

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Pengaruh SePENGARUH SERVICE QUALITY TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER DELIGHT SEBAGAI VARIABEL MEDIASIrvice Quality Terhadap Customer Loyalty Dengan Customer Delight Sebagai Variabel Mediasi

E-Jurnal Manajemen Universitas Udayana ◽

10.24843/ejmunud.2020.v09.i01.p20 ◽

2020 ◽

Vol 9 (1) ◽

pp. 384

Author(s):

I Gusti Jaya Khrisna Putra ◽

Gede Suparna

Keyword(s):

Data Analysis ◽

Service Quality ◽

Path Analysis ◽

Sample Size ◽

Customer Loyalty ◽

Sampling Method ◽

Analysis Data ◽

Analysis Techniques ◽

Customer Delight ◽

Service Training

The purpose of this study was to analyze the effect of service quality on customer loyalty with customer delight as a mediating variable. This research was conducted at Gardin Bistro & Patisserie Seminyak Bali with Path Analysis data analysis techniques. The sample size obtained by using purposive sampling method as many as 130 respondents. Based on the results of the analysis it can be stated that Service quality has a positive and significant effect on customer loyalty, service quality has a positive and significant effect on customer delight, customer delight has a positive and significant effect on customer loyalty. The results of the study also found that customer delight mediated the influence of service quality on customer loyalty positively and significantly. Gardin Bistro & Patisserie Seminyak Bali needs to rejuvenate the facilities provided and improve the appearance of staff by providing work clothes every year so that the employees are clean and tidy. Management must re-educate every staff who works by providing service training so that they can better serve consumers. Keywords: service quality, customer delight, customer loyalty

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Pengaruh Kesadaran WP, Kualitas Pelayanan, Kewajiban Moral, Sanksi, Pemeriksaan Pada Kepatuhan WP Hotel BAPENDA Badung

E-Jurnal Akuntansi ◽

10.24843/eja.2019.v28.i02.p25 ◽

2019 ◽

Vol 28 (2) ◽

pp. 1464

Author(s):

Putu Arisna Dewi ◽

I Ketut Jati

Keyword(s):

Regression Analysis ◽

Data Analysis ◽

Service Quality ◽

Sampling Method ◽

Linear Regression Analysis ◽

Multiple Linear Regression Analysis ◽

Moral Obligations ◽

Analysis Techniques ◽

Positive Effect ◽

Awareness Service

The purpose of this study was to determine the effect of taxpayer awareness, service quality, moral obligations, tax sanctions and tax audits of hotel taxpayer compliance in the Regional Revenue Agency of Badung Regency. The number of samples used is 96 hotel taxpayers in the Regional Revenue Agency of Badung Regency. The research instrument used was a questionnaire with data analysis techniques namely multiple linear regression analysis. The sample used was determined by the nonprobability sampling method, namely incidental sampling. Based on the results of this study it was found that variable awareness of taxpayers, service quality, moral obligations, tax sanctions and tax audits had a positive effect on hotel taxpayer compliance in the Regional Revenue Agency of Badung Regency. That is, the better awareness of taxpayers, service quality, moral obligations, tax sanctions and tax audits will encourage hotel taxpayers to fulfill their tax obligations. Keywords: Awareness, service quality, obligations, taxpayer compliance, tax sanctions.

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MODEL EMPIRIS MEMBANGUN KESETIAAN PELANGGAN BERBASIS KUALITAS PELAYANAN DENGAN MEDIASI KUALITAS HUBUNGAN PADA INDUSTRI RITEL BERBASIS JEJARING MINIMARKET

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v11i2.3048 ◽

2018 ◽

Vol 11 (2) ◽

pp. 311

Author(s):

Mohammad Dimyati ◽

Mochammad Farid Afandi

Keyword(s):

Service Quality ◽

Relationship Quality ◽

Direct Effect ◽

Customer Loyalty ◽

Empirical Model ◽

Indirect Effect ◽

Sampling Method ◽

Important Influence ◽

Purposive Sampling ◽

Region I

The objective of this research is to analysis the direct effect of service quality on relationship quality and customer loyalty, the direct effect of relationship quality on customer loyalty, and indirect effect of service quality on customer loyalty mediated by relationship quality. This research also aims to build an empirical model of customer loyalty based on service quality, mediated by relationship quality in the networked minimarkets in Besuki Raya Region, East Java Province, Indonesia. This is a confirmatory research and also explanatory research with population consists of customers of the networked minimarkets located in 5 areas in Besuki Raya. Region, i.e., Banyuwangi, Jember, Bondowoso, Situbondo, Lumajang. This research used purposive sampling method by distributing questionnaires to respondents. The total of 140 respondents used as the sample. The results show that the improvement of service quality directly increases relationship quality, the improvement of relationship quality directly increases customer loyalty, and that relationship quality has a significant and important influence in mediating the effect of service quality on customer loyalty. However, this research proves that the improvement of service quality has no direct effect on increasing customer loyalty.

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Pengaruh Kepercayaan dan Kepuasan Terhadap Loyalitas Nasabah Mitra Beasiswa AJB Bumiputera 1912 Cabang Kota Pariaman

Jurnal Kajian Manajemen Bisnis ◽

10.24036/jkmb.10750900 ◽

2017 ◽

Vol 6 (1) ◽

Author(s):

Yunia Wardi ◽

Hendri Andi Mesta ◽

Ilda Rahmayeni

Keyword(s):

Regression Analysis ◽

Data Analysis ◽

Hypothesis Testing ◽

Sample Size ◽

Multiple Regression Analysis ◽

Multiple Regression ◽

Customer Loyalty ◽

T Test ◽

F Test ◽

Purposive Sampling

This research is aimto analyze the influence of trust and satisfaction on customer loyalty of Mitra Beasiswa AJB Bumiputera 1912 of Pariaman. The population in this research is the Mitra Beasiswa AJB Bumiputera 1912 of Pariaman in 2015. The sample was taken by purposive sampling using the formula of Slovin, with sample size as much as 90 respondents. Data analysis is performed multiple regression analysis and hypothesis testing using F test and t-test. The results of this study show that trust and satisfaction have a significant effect on customer loyalty of Mitra Beasiswa AJB Bumiputera 1912 of Pariaman.

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PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA JASA TRANSPORTASI OJEK ONLINE (Studi Kasus Pada Konsumen Gojek Malang)

Adbis: Jurnal Administrasi dan Bisnis ◽

10.33795/j-adbis.v12i1.41 ◽

2018 ◽

Vol 12 (1) ◽

pp. 54

Author(s):

Dwi Danesty Deccasari

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Sampling Method ◽

Sampling Technique ◽

Five Dimensions ◽

Transportation Service ◽

Quality Dimensions ◽

Service Quality Dimensions ◽

Improve Service Quality

The purpose of this research is to analyze the extent of Customer Satisfaction variables are able to improve Service Quality significantly to Customer Loyalty to consumers in Malang. The population in this study are customers who have used online transportation service Gojek in Malang. The sampling technique used in the research is using non probabilitysampling method with sampling method that used is accidental sampling. From the result of path analysis in the above table, it can be concluded that the influence of the service quality on customer satisfaction (Y1) of 79.5%. This means that from the five dimensions of service quality, dimensions that further affect customer satisfaction is the dimension of reliability, responsiveness, and empathy.Based on the result of determination test (R²) = 0,722 known that variable of service quality and customer satisfaction variable able to contribute 72.2% to customer loyalty.

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Kesadaran WP, Kualitas Pelayanan, Sanksi Pajak dan Penerapan Tapping Box pada Kepatuhan WP Restoran

E-Jurnal Akuntansi ◽

10.24843/eja.2020.v30.i07.p01 ◽

2020 ◽

Vol 30 (7) ◽

pp. 1620

Author(s):

Putu Nanda Bagus Kresna Yudha ◽

Putu Ery Setiawan

Keyword(s):

Regression Analysis ◽

Data Analysis ◽

Linear Regression ◽

Service Quality ◽

Sampling Method ◽

Linear Regression Analysis ◽

Multiple Linear Regression Analysis ◽

Analysis Technique ◽

Positive Effect ◽

Awareness Service

This study aims to provide empirical evidence about the influence of taxpayer awareness, service quality, tax sanctions and the application of transaction recording devices (tapping boxes) to taxpayer compliance in paying restaurant taxes. This research was conducted on companies that have been registered with the Denpasar City Revenue Agency since 2017. The sample in this study is a restaurant that has been installed with a taping box. The method of determining the sample using a purposive sampling method using the Slovin formula to obtain 31 companies as samples. Data collection using a questionnaire. The data analysis technique used is multiple linear regression analysis. The results of hypothesis testing show that the variable of taxpayer awareness, service quality, tax sanctions, and the application of tapping boxes has a positive effect on the compliance of natural taxpayers paying restaurant taxes at the Denpasar City Revenue Agency. Keywords: Awareness of Taxpayers; Service Quality; Tax Sanctions; The Application Of Tapping boxes; Taxpayer Compliance.

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PENGARUH PROFITABILITAS, KEBIJAKAN DEVIDEN DAN KEBIJAKAN HUTANG TERHADAP NILAI PERUSAHAAN

Jurnal Riset Manajemen dan Bisnis ◽

10.21460/jrmb.2020.151.343 ◽

2020 ◽

Vol 15 (1) ◽

pp. 1

Author(s):

Hidayah Wiweko ◽

Meiyana Eka Martianis LT

Keyword(s):

Regression Analysis ◽

Data Analysis ◽

Firm Value ◽

Sampling Method ◽

Dividend Policy ◽

Stock Exchange ◽

Descriptive Statistics ◽

Significance Level ◽

Purposive Sampling ◽

Debt Policy

ABSTRACT The purpose of this study was to determine the effect of profitability, dividend policy and debt policy on the value of the company in state-owned companies (SOEs) listed on the Indonesia Stock Exchange (IDX) in 2013-2018. The variables examined in this study were profitability, dividend policy and debt policy while the sample used in this study used a purposive sampling method. Data analysis uses descriptive statistics, classic assumption tests, multiple regression analysis and hypothesis testing. The error or significance level used is 5%. The results of this study indicate that the profitability variable has a significant effect and debt policy has a significant effect on firm value, while the dividend policy variables have no significant effect on firm value. Keywords : Profitability, Dividend Policy and Debt Policy. ABSTRAK Tujuan dilakukan penelitian ini adalah untuk mengetahui pengaruh profitabilitas, kebijakan deviden dan kebijakan hutang terhadap nilai perusahaan pada perusahaan Badan Usaha Milik Negara (BUMN) yang terdaftar di Bursa Efek Indonesia (BEI) tahun 2013-2018. Variabel yang diteliti dalam penelitian ini adalah profitabilitas, kebijakan deviden dan kebijakan hutang sedangkan sampel yang digunakan dalam penelitian ini menggunakan metode purposive sampling. Analisis data menggunakan statistik deskriptif, uji asumsi klasik, analisis regresi berganda dan pengujian hipotesis. Tingkat kesalahan atau signifikansi yang digunakan adalah 5%. Hasil penelitian ini menunjukkan bahwa variabel profitabilitas berpengaruh dan kebijakan hutang berpengaruh signifikan terhadap nilai perusahaan, sementara variabel kebijakan deviden tidak berpengaruh signifikan terhadap nilai perusahaan. Kata Kunci : Profitabilitas, Kebijakan Deviden dan Kebijakan Hutang

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EFFECT OF SERVICE QUALITY ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION PT. MAYBANK INDONESIA FINANCE JAKARTA BRANCH

Journal of Humanities, Social Science, Public Administration and Management (HUSOCPUMENT) ◽

10.51715/husocpument.v1i4.128 ◽

2021 ◽

Vol 1 (4) ◽

pp. 202-211

Author(s):

Hendri Hendri ◽

Budi Haryono ◽

Saparso Saparso

Keyword(s):

Quality Of Service ◽

Data Analysis ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Significant Influence ◽

Good Service ◽

Purposive Sampling ◽

Pls Analysis

This study discusses the effect of service quality on customer loyalty mediated by customer satisfaction at PT. Maybank Indonesia Finance Jakarta Branch. This research was conducted by using purposive sampling. Data analysis using Smart PLS analysis. The results of the analysis conclude that service quality does not affect customer loyalty. So it can be said, good service quality may not necessarily make the customer loyal to PT. Maybank Indonesia Finance because there are still several factors that can make customers loyal. Service quality has a positive and significant effect on customer satisfaction. So it can be said, good service quality will increase customer satisfaction with PT. Maybank Indonesia Finance. Customer Satisfaction has a positive and significant influence on Customer Loyalty. So it can be said, increasing customer satisfaction will make customers more loyal to PT. Maybank Indonesia Finance. Customer satisfaction can mediate the effect of service quality on customer loyalty. So it can be said, if the quality of service provided is getting better, it will form high customer satisfaction in the minds of customers, then this will further increase customer loyalty at PT. Maybank Indonesia Finance.

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