scholarly journals The Effect of Trust and Service Quality Toward Patient Satisfaction with Customer Value as Intervening Variable

2016 ◽  
Vol 7 (2) ◽  
pp. 157
Author(s):  
Netty Laura
Keyword(s):  
Patient Satisfaction ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Value ◽  
Research Method ◽  
Sampling Technique ◽  
Statistic Analysis ◽  
Unit Of Analysis ◽  
Laboratory Installation ◽  
Purposive Sampling

The research was conducted at Laboratory Installation RSPI of Prof. Dr. Sulianti Saroso (RSPI-SS). Unit of analysis was patients of Medical Check Up in Laboratory Installation of RSPI-SS which is located in Sunter, North Jakarta. The samples of this research were 93 patients from 121 populations; the research method was purposive sampling technique. The instrument of statistic analysis was through PLS 3.0 which was used to test the hypothesis. The research finds seven hypotheses as the results. They are variable of trust which affects customer satisfaction positively but does not significantly affect to customer satisfaction, variable of trust which affects customer satisfaction negatively but significantly affects the customer value, variable of service quality which affects to customer satisfaction positively and significantly, variable of service quality which affected to customer value positively and significantly, variable of customer value which affects positively and significantly to customer satisfaction, intervention of customer value on the trust to customer satisfaction which affects negatively and significantly, and intervention of customer value on service quality to customer satisfaction which affects positively but not significantly.

scholarly journals INVESTIGATING IMPACT OF SERVICE AND HYGIENE ON HOTEL REPUTATION DURING THE COVID -19 PANDEMIC : A PERSPECTIVE SIGNALING THEORY

2021 ◽  
Vol 7 (2) ◽  
Author(s):  
Juliana Juliana ◽  
Amelda Pramezwary ◽  
Madeline Madeline ◽  
Nadya Valerie ◽  
Sylena Teresia Andrian ◽  
...  
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Role ◽  
Research Method ◽  
Sampling Technique ◽  
Good Service ◽  
Final Sample ◽  
Hotel Service ◽  
A Company

<p>Providing good service to consumers by a company can create customer satisfaction. Two aspects of service quality that play a significant role, in this case, our hotel services and hotel cleanliness. To get around this, entrepreneurs engaged in this field are increasingly competitive in improving service quality, which can meet consumers' needs and desires so that they can compete and develop in competitive conditions. In this study, researchers used the variable dimensions of service quality and hotel cleanliness as The variables that are expected to explain a hotel's good and bad reputation. This study aimed to analyze the effect of hotel services and hotel cleanliness on hotel reputation. This research method is descriptive quantitative with the type of research explanation. This study's population was hotel visitors in Tangerang, with a final sample of 157 respondents selected by the non-probability sampling technique. Methods of data analysis using PLS-SEM. The research shows that the higher the hotel services application will not affect the hotel's reputation during the Covid 19 pandemic. In comparison, the higher the application of hygiene involves the hotel's importance because, during the Covid 19 pandemic, the application of CHSE is the most important in maintaining the reputation of the hotel.</p>Keywords: Hotel Service, Hygiene, Hotel Reputation

Apakah Religiusitas sebagai Faktor Penarik Terhadap Kepuasan Nasabah (Studi Kasus BMT Idrisiyyah Tasikmalaya)

2020 ◽  
Vol 6 (1) ◽  
pp. 62-67
Author(s):  
Dede Aji Mardani ◽  
Riska Gunawati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Research Method ◽  
Mutual Influence ◽  
Linear Regression Analysis ◽  
Field Research ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
T Test ◽  
Coefficient Of Determination

The purpose of this study is to know and analyze the implementation of services, perceptions of religiosity of institutions and customer satisfaction, as well as the influence of service quality and religiosity perceptions in BMT Idrisiyyah to customer satisfaction BMT Idrisiyyah Tasikmalaya.The research method used in this research is the field research method (field reaserch), while the data collection techniques are done through the spread of questionnaires and interviews. The sampling technique using slovin formula with the number of respondents 100 customers and the analysis tools used are classical assumption test, multiple linear regression analysis, coefficient of determination test, t-test and F test.Based on the results of research and F-test results (simultaneous) showed that service and perceptions of religiosity together affect the customer satisfaction. The result of t-test (partial) which have positive effect significantly to customer satisfaction from service quality is variable of reliability, responsiveness variable, assurance variable and empathy while for physical proof (tangible) has no effect to customer satisfaction. For the perception variable religiosity also does not affect customer satisfaction. For the mutual influence of service quality and religiosity perception have an effect on customer satisfaction in BMT Idrsiyyah with significance value 0,000 and F value equal to 6,750.

scholarly journals CITRA PERUSAHAAN SEBAGAI VARIABEL PEMODERASI PENGARUH LAYANAN TERHADAP KEPUASAN PASIEN DAN NIAT BERALIH

2019 ◽  
Vol 12 (1) ◽  
pp. 51
Author(s):  
Muhammad Zakiy
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Total Sample ◽  
Test Results ◽  
Purposive Sampling ◽  
Customer Switching

<p>This study aims to see the effect of service quality from 3 PKU Muhammadiyah Hospital in Jogja, Sleman and Bantul on customer satisfaction and customer switching intention which is moderated by the company's image. This study uses Moderated Regression Analysis (MRA), with a total sample of 111 customers/patients at the Muhammadiyah Yogyakarta Hospital. The data was collected online and offline by purposive sampling technique. This study proves that service quality is the main predictor in increasing customer satisfaction of PKU Muhammadiyah Yogyakarta hospital. However, the test results explain that the company's image is not able to moderate the influence of service quality on the customer satisfaction and switching intention. The results of this study also provide theoretical and practical contributions related to theoretical, methodological and practical issues.</p>

scholarly journals The Influence of Service Quality and Price on Customer Satisfaction: Case Study of PT. Lion Mentari Airlines

2021 ◽  
Vol 5 (1) ◽  
pp. 51-62
Author(s):  
Sudarmawan Samidi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Strategic Management ◽  
Research Method ◽  
Quantitative Research ◽  
Sampling Method ◽  
Aviation Industry ◽  
Satisfaction Level ◽  
Purposive Sampling

The purpose of this research is to examine the influence of service quality and price partially or simultaneously to customer satisfaction level on using services from PT. Lion Air flight operation at Soekarno Hatta Airport. Quantitative research method is used in this study through questionnaires to 160 respondents. Purposive sampling method was chosen to collect the data, then the data were then analysed using SPSS to achieve the study’s objective. The results showed that service quality and price have significant effect on customer satisfaction simultaneously and partially. This study give contribution for the practitioners in aviation industry to put service quality and price as one of their strategy to increase customer satisfaction, and this study also can be used by academicians and future researchers to enhance their knowledge in the field of marketing and strategic management.  

scholarly journals PENGARUH KUALITAS LAYANAN DAN KEPUASAN PELANGGAN PADA LOYALITAS PELANGGAN DI RESTORAN PIZZA E-BIRRA

2020 ◽  
Vol 1 (1) ◽  
pp. 11
Author(s):  
Cynthia Anna Wijayanti
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Loyalty ◽  
Structural Equation ◽  
Sampling Technique ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Purposive Sampling ◽  
Physical Evidence

The purpose of this research is to examine the influence and relationship of Service Quality, Brand Loyalty and Customer’s Satisfaction as an intervening variable. The subject of the research is Indonesian-based local restaurant Pizza E-Birra under the management of Ismaya Group. The research is based on quantitative research with non-probability purposive sampling as the sampling technique and the data will be analysed using SEM Structural Equation Model with Smart PLS 3.0 as analysis tool.The research is using 5 dimensions of Service Quality, which are Physical Evidence (Tangible), Empathy, Reliability, Responsiveness and Assurance as the independent variable and its impact toward Brand Loyalty as dependent variable and also measuring the Customer Satisfaction as an intervening variable. The result show that all the hypotheses are accepted and some managerial implications needs to be done for management of Pizza E-Birra to improve their Service Quality which leads to their customer satisfaction overall for the dining experience hence will increase the level of brand loyalty among its patronage in the future ultimately. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh Kualitas Layanan (Service Quality) yang mempengaruhi Loyalitas Merek (Brand Loyalty) secara langsung dan pengaruhnya jika dimediasi oleh Kepuasan Pelanggan (Customer’s Satisfaction). Subyek penelitian ini adalah restoran lokal Indonesia Pizza E-Birra dibawah kepemilikan manajemen grup Ismaya. Penelitian kuantitatif ini menggunakan teknik pengambilan sampel Non-Probability Purposive Sampling dan data kuesioner akan dianalisis menggunakan Partial Least Square-Structural Equation Modeling (PLS-SEM) dengan bantuan program SmartPls.. Penelitian ini menggunakan 5 dimensi dari Kualitas Layanan (Service Quality) yaitu : Physical Evidence (Tangible), Empathy, Reliability, Responsiveness dan Assurance, serta faktor Kepuasan Pelanggan (Customer’s Satisfaction) sebagai variabel mediasi, semuanya akan diteliti secara simultan untuk membuktikan ada atau tidaknya pengaruh variabel bebas dan mediasi tersebut  dalam mempengaruhi Loyalitas Merek (Brand Loyalty) pada restoran Pizza E Birra. Hasil menunjukkan bahwa ketiga hipotesa yang diajukan didukung, artinya Kualitas Layanan berpengaruh positif terhadap Loyalitas Merek, Kualitas layanan berpengaruh positif terhadap kepuasan dan yang terakhir Kualitas layanan berpengaruh pada loyalitas merek dengan mediasi kepuasan, dengan beberapa masukan kepada management Pizza E-Birra , untuk lebih memperbaiki tingkat kualitas layanan, yang berdampak pada kepuasan pelanggan yang akhirnya akan mempengaruhi tingkat loyalitas merek atas restoran Pizza E-Birra.

scholarly journals ANALISIS CUSTOMER RELATIONSHIP MANAGEMENT DAN SERVICE QUALITY TERHADAP CUSTOMER VALUE MELALUI CUSTOMER SATISFACTION PADA BANK PEMERINTAH DI SURABAYA

2010 ◽  
Vol 6 (3) ◽  
Author(s):  
A.M. Kusnadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Value ◽  
Structural Equation ◽  
Relationship Management ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Minimum Criteria

The aim of this study was to know and analyze : (1) Influence of customer relationship management  on Customer Satisfaction, (2) Influence of customer management on Customer Value , (3) Influence of service quality on Customer Satisfaction , (4) Influence of service quality on customer value, (5) Influence of Customer Satisfaction  on Customer Value , (6) Influences of customer relationship management  and service quality on Customer Value  through Customer Satisfaction, (7) Influence of customer relationship management  on Customer Value  through Customer Satisfaction , (8) Influence of service quality on customer value through customer satisfaction, (9) Influence of service quality  on customer relationship management .            The population in this study involved all customers of  current account, saving, and time deposit in Surabaya, with minimum criteria of 3 (three) months being  customers. Accidental sampling technique was used in this research and 400 customers were obtained. Structural equation modeling (SEM) was used  as analysis technique  by using AMOS 4.01 software.            The result of this study showed that customer analysis management and service quality provided significant influences on customer value through Customer Satisfaction in state banks in Surabaya  Keywords:  Customer    relationship    management,    service    quality,    Customer Satisfaction ,  value.

scholarly journals Peranan Kualitas Pelayanan dan Harga Terhadap Kepuasan Konsumen Pengguna E-commerce Shopee Di Politeknik Cendana

2021 ◽  
Vol 2 (3) ◽  
pp. 80-85
Author(s):  
Sanny Lonardi ◽  
Wong Pong Lan ◽  
Fauzi Akbar Maulana Hutabarat ◽  
Ngajudin Nugroho ◽  
Supriyanto Supriyanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Research Method ◽  
Quantitative Method ◽  
Sampling Technique ◽  
T Test ◽  
Test Results ◽  
F Test

The aim of this research is to prove the effect of service quality and price on Shopee e-commerce customer satisfaction at Cendana Polytechnic, either partially or simultaneously. The research method used is associative quantitative method through online questionnaires. The number of respondents/sample as many as 35 students of the Cendana Polytechnic from a population of 408 people with the Accidental Sampling technique. The results showed: (1) Service quality has an influence on Shopee e-commerce customer satisfaction at Cendana Polytechnic, where the T test results, the significant value is 0.005 or less 0.05. (2) price has no effect on Shopee e-commerce customer satisfaction at Cendana Polytechnic, with T-test results, a significant value of 0.105 or greater 0.05. (3) Service quality and price have an influence on Shopee e-commerce customer satisfaction at Cendana Polytechnic with F test results, Fcount 11.488 with F significance of 0.000 or F significance value less than 0.05

PENGARUH E-SERVICE QUALITY, CUSTOMER E-SATISFACTION DAN CUSTOMER VALUE TERHADAP CUSTOMER E-LOYALTY DIMODERASI OLEH BRAND IMAGE MELALUI E-CRM QUALITY SEBAGAI VARIABEL INTERVENING

2019 ◽  
Vol 14 (1) ◽  
pp. 15
Author(s):  
Willy Setiawan Hendarta ◽  
Annie Susanto
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Value ◽  
Quantitative Research ◽  
Brand Image ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Purposive Sampling ◽  
Mediating Role

This study aims to investigate the variables that affect customer e-loyalty through the moderation and mediation role of brand image and E-CRM quality. Those variables include e-service quality, customer e-satisfaction, and customer value. This is a quantitative research with 152 respondents, chosen through the purposive sampling technique. The analytical tool used is PLS-SEM using SmartPLS 3.2.8 software. The findings are that E-CRM quality is positively and significantly related to customer e-loyaty. E-service quality, customer e-satisfaction, and customer value positively and significantly has positive and significant impacts on customer e-loyalty through the mediation role of E-CRM quality. However, brand image cannot moderate the effects of e-service quality, customer e-satisfaction, and customer value towards customer e-loyalty through the mediating role of E-CRM quality. Keywords: E-Service Quality, Customer E-Satisfaction, Customer Value, Brand Image, E-CRM Quality, Customer E-Loyalty, Online Services. ABSTRAK Penelitian ini bertujuan untuk menguji variabel-variabel yang memengaruhi loyalitas konsumen secara elektronik melalui peran moderasi citra merek dan peran mediasi kualitas customer relationship management secara elektronik, meliputi kualitas layanan secara elektronik, kepuasan pelanggan secara elektronik, dan nilai pelanggan. Penelitian ini merupakan penelitian kuantitatif dengan sampel sebanyak 152 orang yang dipilih menggunakan teknik purposive sampling. Alat analisis yang digunakan adalah PLS-SEM dengan menggunakan software SmartPLS 3.2.8. Hasil temuan dari penelitian ini adalah E-CRM quality berpengaruh positif signifikan terhadap customer e-loyalty. E-service quality, customer e-satisfaction, dan customer value berpengaruh positif signifikan terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Meskipun demikian, brand image tidak mampu memoderasi pengaruh e-service quality, customer e-satisfaction, dan customer value terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Kata Kunci: Kualitas Layanan secara Elektronik, Kepuasan Konsumen secara Elektronik, Nilai Pelanggan, Citra Merek, Kualitas Pengelolaan Relasi Konsumen secara Elektronik, Loyalitas Konsumen secara Elektronik, Jasa online.This study aims to investigate the variables that affect customer e-loyalty through the moderation and mediation role of brand image and E-CRM quality. Those variables include e-service quality, customer e-satisfaction, and customer value. This is a quantitative research with 152 respondents, chosen through the purposive sampling technique. The analytical tool used is PLS-SEM using SmartPLS 3.2.8 software. The findings are that E-CRM quality is positively and significantly related to customer e-loyaty. E-service quality, customer e-satisfaction, and customer value positively and significantly has positive and significant impacts on customer e-loyalty through the mediation role of E-CRM quality. However, brand image cannot moderate the effects of e-service quality, customer e-satisfaction, and customer value towards customer e-loyalty through the mediating role of E-CRM quality. Keywords: E-Service Quality, Customer E-Satisfaction, Customer Value, Brand Image, E-CRM Quality, Customer E-Loyalty, Online Services. ABSTRAK Penelitian ini bertujuan untuk menguji variabel-variabel yang memengaruhi loyalitas konsumen secara elektronik melalui peran moderasi citra merek dan peran mediasi kualitas customer relationship management secara elektronik, meliputi kualitas layanan secara elektronik, kepuasan pelanggan secara elektronik, dan nilai pelanggan. Penelitian ini merupakan penelitian kuantitatif dengan sampel sebanyak 152 orang yang dipilih menggunakan teknik purposive sampling. Alat analisis yang digunakan adalah PLS-SEM dengan menggunakan software SmartPLS 3.2.8. Hasil temuan dari penelitian ini adalah E-CRM quality berpengaruh positif signifikan terhadap customer e-loyalty. E-service quality, customer e-satisfaction, dan customer value berpengaruh positif signifikan terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Meskipun demikian, brand image tidak mampu memoderasi pengaruh e-service quality, customer e-satisfaction, dan customer value terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Kata Kunci: Kualitas Layanan secara Elektronik, Kepuasan Konsumen secara Elektronik, Nilai Pelanggan, Citra Merek, Kualitas Pengelolaan Relasi Konsumen secara Elektronik, Loyalitas Konsumen secara Elektronik, Jasa online.

scholarly journals Analisa Kapuasan Pelanggan Terhadap Kualitas Pelayanan PDAM Tirtanadi Cabang Padang Bulan

2019 ◽  
Vol 2 (1) ◽  
pp. 24
Author(s):  
Fauzanolo Purba ◽  
Haniza Haniza ◽  
Ninny Siregar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Research Method ◽  
Sampling Technique ◽  
Quality Service ◽  
Care Workers ◽  
Staff Cost ◽  
Quantitative Descriptive ◽  
Regional Water

This study aims to determine the level of customer satisfaction to service quality of the Regional Water Company Branch Padang Bulan. The research method used in this research is quantitative descriptive with a population of Branch PDAM Tirtanadi Padang Bulan customers. The sample in this study of 100 respondents who were taken to area probability sampling technique. Data taken with the questionnaire and interview, while data analysis is descriptive percentages. The results showed that overall levels of customer satisfaction to service quality, including both the amount of 63.66%, which means that customers are satisfied with the service that has been provided by PDAM Tirtanadi Branch Padang Bulan. Elements of customer satisfaction to service quality which is in poor category there are 7 of Serviceability, service procedures, disciplinary care workers, care workers responsibility, fairness, service costs, and assurance of service schedules. While elements in both categories there are S of product quality, service requirements, clarity of service personnel, capability of the service, speed of service, justice get service, politeness and friendliness of staff cost certainty and convenience services environment.

scholarly journals PENGARUH ISLAMIC BRANDING DAN PERILAKU RELIGIUS TERHADAP KEPUASAN NASABAH PADA BSM PALU

2021 ◽  
Vol 7 (3) ◽  
pp. 225-236
Author(s):  
Gina Khairunnisa ◽  
Zakiyah Zahara
Keyword(s):  
Customer Satisfaction ◽  
Analytical Method ◽  
Research Method ◽  
Sampling Technique ◽  
Partial Least Square ◽  
Least Square ◽  
Religious Behavior ◽  
Purposive Sampling ◽  
Statistical Program ◽  
Descriptive Method

This study aims to analyze the influence of Islamic branding and religious behavior on customer satisfaction Bank Syariah Mandiri Palu. The research method used is a causal descriptive method with a sample of 60 people. The form of sampling in this study is non-probability with a purposive sampling technique. The analytical method used in this study is Partial Least Square (PLS) with the help of the SmartPLS 3.0 statistical program. The results showed that Islamic branding had a significant effect on customer satisfaction of Bank Syariah Mandiri Palu while religious behavior did not significantly influence customer satisfaction at Bank Syariah Mandiri Palu.

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