scholarly journals Pengaruh e-CRM dan Service Quality terhadap Customer Satisfaction dan Dampaknya terhadap Customer Loyalty pada PT XL

2013 ◽  
Vol 4 (2) ◽  
pp. 619-630 ◽  
Author(s):  
Marshellina Marshellina ◽  
Hartiwi Prabowo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Pearson Correlation ◽  
Simple Random Sampling ◽  
Total Sample ◽  
Positive Influence ◽  
Customer Relationship

This study aims to look at the influence and how much the influence of e-CRM (X1) and Quality of Service (X2) for Customer Satisfaction (Y) that impact on Customer Loyalty (Z) at PT XL. Data collection techniques were with questionnaires, the number of population in this study was approximately three millionrespondents, ie customers who use the product XL in West Jakarta, because the area most widely uses XL provider. Total sample was 100 respondents and the technique used was simple random sampling. The method used in this study was Pearson correlation and path analysis. Based on the results of data analysis, structural equation is Y = 0.310 + 0.330 X1 + X2 0.874 and Z = 0.005 X1 + X2 + 0.449 -0.070 + 0.903 Y, which Electronic Customer Relationship Management and the quality of service have yet to be effective in providing a positive influence for customer loyalty directly, but it must go through prior customer satisfaction as an intervening variable. Therefore, more companies should make improvements to the new way of communicating with customers via electronic media because it gives quite effective results for customer satisfaction in PT XL. Inaddition, PT XL should provide training and better development for the employees working in the company to improve the quality of service that can create customer loyalty.

Memperkuat Loyalitas Melalui Kepercayaan, Kepuasan Dan Komitmen Studi Pada Nasabah PT. Bank Cimb Niaga

Liquidity ◽  
2018 ◽  
Vol 4 (1) ◽  
pp. 43-52 ◽  
Author(s):  
Sri Widyastuti
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Influence ◽  
Equation Model ◽  
Survey Method ◽  
Branch Office

Customer loyalty is ‘suspected’not been able to optimizationrepetition of transactions, customer recommendation and durability with the establishment relationship quality of the trust, customer satisfaction and commitment. Therefore, research conducted on Bank CIMB Niaga aims to determine the extent of the trust, and commitment to customer satisfaction can increase X-tra and TabunganKU savings customer loyalty. This research is verification and the method of research is explanatory survey method, the sample is 160 customer X-tra and tabunganKU savings in the branch office Bank CIMB Niaga Bintaro. The analytical method used is structural equation model. The results showed loyalty can be achieved with relationship quality for customers through the establishment of trust, and commitment to customer satisfaction, which all three have a positive influence. Therefore, the management of Bank CIMB Niaga need to improve their ability in trust, satisfactionand commitmentwith the bank's customers to become increasingly favored customers.

Analisis Hubungan Antara Kualitas Layanan Dengan Kepuasan Dan Loyalitas Mahasiswa Di PTS “X”

2017 ◽  
Vol 4 (2) ◽  
pp. 158-168
Author(s):  
Sofiati Sofiati
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Empirical Evidence ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Relationship ◽  
Research Question ◽  
Management Program ◽  
Quality Service

The objective of this study is to test the relationship beetween quality service with customer satisfaction and loyalty .The subject matter we addressed three research questions. The first was: is quality quality service positif relatonship with customer satisfaction? The second research question addressed was: is customer satisfaction positif relationship with customer loyalty?Our the third research question was: is quality service positif directly with customer loyalty? Quality service is measured with SERVQUAL in five dimensions: tangibles, reability, responsiveness,assurance, and empathy.The population covers 800 students PTS “X”, while the taken sample was 210 students PTS “X”. The sample that used in this study is master of management student in management program and accounting program in PTS “X”. The data were analyzed by using Structural Equation Modelling (SEM). Empirical evidence supports the first hypothesis that the quality of service (Service Quality) consisting of; physical evidence, reliability, responsiveness, assurance, and empathy have a significant positive relationship with satisfaction. With the increasing quality of service provided by the management of PTS “X” then will also increase student satisfaction. Empirical evidence does not support the two hypothesis that Satisfaction has a positive relationship with Loyalty. This conclusion means that students who feel satisfaction does not necessarily have a sense of loyalty to the alma mater. Empirical evidence does not support the three hypothesis that states Quality has a positive relationship with Loyalty. This conclusion means that to increase customer loyalty, it is not enough to only pay attention to the quality of services, but more important is to increase customer satisfaction.

scholarly journals ANALISIS HUBUNGAN ANTARA KUALITAS LAYANAN DENGAN KEPUASAN DAN LOYALITAS MAHASISWA DI PTS “X”

2017 ◽  
Vol 4 (2) ◽  
pp. 158-168
Author(s):  
Sofiati Sofiati
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Empirical Evidence ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Relationship ◽  
Research Question ◽  
Management Program ◽  
Quality Service

The objective of this study is to test the relationship beetween quality service with customer satisfaction and loyalty .The subject matter we addressed three research questions. The first was: is quality quality service positif relatonship with customer satisfaction? The second research question addressed was: is customer satisfaction positif relationship with customer loyalty?Our the third research question was: is quality service positif directly with customer loyalty? Quality service is measured with SERVQUAL in five dimensions: tangibles, reability, responsiveness,assurance, and empathy.The population covers 800 students PTS “X”, while the taken sample was 210 students PTS “X”. The sample that used in this study is master of management student in management program and accounting program in PTS “X”. The data were analyzed by using Structural Equation Modelling (SEM). Empirical evidence supports the first hypothesis that the quality of service (Service Quality) consisting of; physical evidence, reliability, responsiveness, assurance, and empathy have a significant positive relationship with satisfaction. With the increasing quality of service provided by the management of PTS “X” then will also increase student satisfaction. Empirical evidence does not support the two hypothesis that Satisfaction has a positive relationship with Loyalty. This conclusion means that students who feel satisfaction does not necessarily have a sense of loyalty to the alma mater. Empirical evidence does not support the three hypothesis that states Quality has a positive relationship with Loyalty. This conclusion means that to increase customer loyalty, it is not enough to only pay attention to the quality of services, but more important is to increase customer satisfaction.

scholarly journals PENGARUH KUALITAS LAYANAN DAN PENANGANAN KELUHAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK UMUM SYARIAH DI SURABAYA

2018 ◽  
Vol 15 (2) ◽  
pp. 210-231
Author(s):  
Anindhyta Budiarti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Structural Equation ◽  
Equation Modeling ◽  
Islamic Banks ◽  
Banking Business

In the service industry is not only a problem in the quality of service only, other issues that need to be considered is how the handling of complaints from users. Of the complaints handling problems can be used as a measure of quality products and services offered. Thus expected to create satisfaction as well as create user loyalty. Similarly, in the banking business after the economic crisis that occurred in 1997. Banking business demanded proactive to enhance service quality and also in the handling of complaints to the customer who is expected to increase customer satisfactionand loyalty. The purpose of this study is Proving and analyze (1) the influence of service quality on customer satisfaction, (2) the influence of the handling of complaints against customer satisfaction, (3) the influence of customer satisfaction on customer loyalty, (4) the influence of service quality on customer loyalty and (5) influence the handling of complaints against customer loyalty Islamic banks in Surabaya. This research was conducted on Islamic banks in Surabaya. This type of research used in this research is the kind of explanatory research. Respondents in this study are customers of Islamic banks in Surabaya. The number of respondents who researched as much as 150 respondents. The analytical tool used in this study is structural equation modeling (SEM). The analysis showed that service quality has a significant influence on satisfaction. Handling complaints have a significant impact on customer satisfaction. Satisfaction has a significant influence on customer loyalty. Service quality has a significant effect on loyalty. Handling complaints have a significant impact on customer loyalty. Customer satisfaction can be improved by improving the quality of service and complaint handling.

Customer Loyalty Creation Based On Customer and Trust Satisfaction from Quality of Service in Pt. Pharos Indonesia Branch Denpasar

2018 ◽  
Vol 9 (02) ◽  
pp. 20493-20502
Author(s):  
Ni Ketut Trisna Utami ◽  
I Wayan Sujana ◽  
I Nengah Suardhika
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Quality Of Services

This study aims to test and analyze service quality, customer satisfaction, trust and customer loyalty. This research was conducted at PT. Pharos Indonesia Denpasar Branch with research population is outlet that make purchasing, sample used 100 units with purposive sampling method. All data obtained from questionnaires are suitable for use, then analyzed using structural equation model based on variance analysis known as Partial Least Square (PLS). The results showed that the better the quality of service provided to customers, it will have a better impact on improving customer satisfaction, the better the quality of services provided to customers, it will have an impact on increasing trust customers, the more satisfied customers will have an impact on the increase of customer loyalty, the higher the trust the customer will have an impact on increasing customer loyalty, the more satisfied customers will have an impact on increasing trust customers and the better quality of services provided to customers will have an impact on increased customer loyalty. The implication of this research is that service quality can be improved by considering reliability, customer satisfaction can be improved by paying attention to customer satisfaction to the whole product. Trust can be improved by taking into account competence and customer loyalty can be improved by paying attention to make purchases regularly.  

scholarly journals The Effect of Umrah Service Quality on Umrah Customer Satisfaction and Umrah Customer Loyalty: Evidence from Umrah traveling agents in Malaysia

2021 ◽  
Vol 22 ◽  
pp. 492-546
Author(s):  
Bestoon Othman ◽  
Amran Bin Harun
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Business Environment ◽  
Equation Modeling ◽  
Travel Industry ◽  
The Impact

The main aim of this study is to explore the impact of the dimensions of Umrah service quality on customer satisfaction for Umrah and customer loyalty for Umrah in the travel industry. Increasingly intense competition and structural shifts in the business environment are now pushing companies to adopt a customer-focused strategy that elevates the value of customer-related constructs such as customer satisfaction, quality of service, and consumer loyalty in describing the success of a company. Umrah service efficiency, Umrah customer satisfaction, and Umrah customer loyalty were calculated from the literature using a 5-point Likert scale. Structural equation modeling was carried out to analyze the impact of Umrah service quality on customer satisfaction in Umrah and customer loyalty in Umrah. The result showed that all dimensions of service quality influenced customer satisfaction and loyalty of Umrah's customers. The study's key drawback is that it was confined only to the Malaysian nation. Second, the present study only focuses on the traveling industry in Umrah. The results clearly indicate the dimensions of the quality of Umrah service that the practitioners must concentrate on in order to provide a better quality of service.

scholarly journals PENGARUH KUALITAS LAYANAN DAN PENANGANAN KELUHAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK UMUM SYARIAH DI SURABAYA

2017 ◽  
Vol 15 (2) ◽  
pp. 210
Author(s):  
Anindhyta Budiarti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Structural Equation ◽  
Equation Modeling ◽  
Islamic Banks ◽  
Banking Business

In the service industry is not only a problem in the quality of service only, other issues that need to be considered is how the handling of complaints from users. Of the complaints handling problems can be used as a measure of quality products and services offered. Thus expected to create satisfaction as well as create user loyalty. Similarly, in the banking business after the economic crisis that occurred in 1997. Banking business demanded proactive to enhance service quality and also in the handling of complaints to the customer who is expected to increase customer satisfactionand loyalty. The purpose of this study is Proving and analyze (1) the influence of service quality on customer satisfaction, (2) the influence of the handling of complaints against customer satisfaction, (3) the influence of customer satisfaction on customer loyalty, (4) the influence of service quality on customer loyalty and (5) influence the handling of complaints against customer loyalty Islamic banks in Surabaya. This research was conducted on Islamic banks in Surabaya. This type of research used in this research is the kind of explanatory research. Respondents in this study are customers of Islamic banks in Surabaya. The number of respondents who researched as much as 150 respondents. The analytical tool used in this study is structural equation modeling (SEM). The analysis showed that service quality has a significant influence on satisfaction. Handling complaints have a significant impact on customer satisfaction. Satisfaction has a significant influence on customer loyalty. Service quality has a significant effect on loyalty. Handling complaints have a significant impact on customer loyalty. Customer satisfaction can be improved by improving the quality of service and complaint handling.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA TERHADAP LOYALITAS PELANGGAN

2020 ◽  
Vol 8 (2) ◽  
pp. 117-122
Author(s):  
Sri Rahayu ◽  
Lela Nurlaela Wati
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Sampling Techniques ◽  
Equal Opportunities ◽  
Positive Effect

This study aims to analyze empirical evidence of the effect of service quality on customer satisfaction and its impact on customer loyalty at PT Indovisual Service Solution Jakarta. Samples in this study were 124 customers, probability sampling techniques, namely sampling techniques that provide equal opportunities for each element (member) of the population to be selected as sample members. Analysis of the data used is Structural Equation Modeling (SEM). empirical research results Service quality has a positive and significant effect on customer satisfaction. These results indicate that by improving the quality of service, customers will feel satisfied with the services provided. Service Quality has a positive and significant effect on customer loyalty. These results indicate that by improving the quality of service, customers will feel loyal and will continue to use the services of PT Indovisual Service Solution. Customer satisfaction does not have a significant positive effect on customer loyalty. This means that the lower the customer satisfaction, customer loyalty will also decrease the quality of service has a positive and significant effect on customer loyalty. These results indicate that by improving the quality of service, customers will feel loyal and will continue to use the services of PT Indovisual Service Solution

scholarly journals PENGARUH KUALITAS LAYANAN DAN PENANGANAN KOMPLAIN TERHADAP KEPUASAN SERTA LOYALITAS PELANGGAN PADA AUTO 2000 CABANG CILEDUG JAKARTA

2019 ◽  
Vol 17 (1) ◽  
pp. 28-38
Author(s):  
Rini Martiwi ◽  
Ahmad Ryad ◽  
Eulin Karlina
Keyword(s):  
Quality Of Service ◽  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Research Method ◽  
Equation Modeling ◽  
Complaint Handling ◽  
Quality Of Products

Abstract  –  In industrial products and services, the handling of complaints can be used as a measure of the quality of products and services offered, one of them is in the automotive business (dealer). The purpose of this study is to prove and analyze the effect of quality of service and complaint handling to customer satisfaction, as well as customer loyalty Auto 2000 Ciledug Jakarta. Research method used in this study is explanatory research. The number of respondents in this study were 200 respondents. The means of analyis in this research is the structural equation modeling (SEM). The results showed that all three influenced one another. Customer satisfaction can be increased by improving the quality of service and complaint handling. Keywords: complaints, loyalty, quality of service, satisfaction

scholarly journals The Influence of Service Quality and Company Image to Customer Loyalty through Corporate Customer Satisfaction on XXX Group

2021 ◽  
Vol 8 (8) ◽  
pp. 207-213
Author(s):  
Hastuti Sri Rahayu ◽  
Paham Ginting ◽  
Beby Karina Fawzeea
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Infrastructure Development ◽  
Great Opportunity ◽  
High Urgency ◽  
Short Period

To increase economic growth through infrastructure development in Indonesia, the Government is accelerating projects that are considered strategic and have high urgency to be realized in a short period. XXX Group which is one of the large cement companies in Indonesia is a great opportunity because PSN will use a large amount of cement in its work. But XXX Group is not alone in the cement market, many competitors compete to get PSN (Project National Stategic), so each company uses a surefire strategy in marketing its products both in terms of service quality and by improving the company's image in the eyes of customers so that customers are satisfied with XXX Group and will increase customer loyalty. The purpose of this research is to know and analyze the influence of service quality and company image directly on customer loyalty and the indirect influence of service quality and company image on customer loyalty through customer satisfaction at XXX Group. The type of data used is quantitative in the form of primary and secondary data. The population of this study is a company that makes purchases as many as 42 projects and the sample recall used is a saturated sample so that all populations are used into samples. The data analysis method used is to use the structural equation model by using Smart PLS 3.0 program. The results showed the quality of service has a positive and significant effect on customer loyalty, the company's image has a positive and significant effect on customer loyalty. The quality of service has a positive and significant effect on customer satisfaction, the image has a positive and significant effect on customer satisfaction. Customer satisfaction has a positive and significant effect on customer loyalty. Customer satisfaction mediates the influence of service quality and company image in shaping customer loyalty. Coefficient of determining the influence of service quality and company image on customer loyalty (R2) by 97.6% and coefficient of determining the influence of service quality and company image on customer loyalty through customer satisfaction (R2) by 99.0% Keywords: Service Quality, Company Image, Customer Satisfaction, Customer Loyalty.

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