scholarly journals Analysis of determinant factors affecting retail business customer loyalty

2021 ◽  
Vol 5 (S3) ◽  
pp. 310-318
Author(s):  
Abdul Haris ◽  
Abdul Rahman ◽  
Yusriadi Yusriadi ◽  
Umi Farida
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Descriptive Analysis ◽  
Sem Analysis ◽  
Demographic Development ◽  
Five Dimensions ◽  
Factors Affecting ◽  
Goods And Services

Demographic development is the first field that influences the growth of retail stores. The rising population allows all goods and services to increase. To establish customer loyalty, the company must try to try to offer the highest quality in any product or service it must create a positive sense of quality in the minds of its customers. This research is a descriptive research type, trying to explain and describe each variable's conditions in detail and see the relationship or relationship between these variables. In the context of this study, the independent variables are Service Quality (X1), Relationship Marketing (X2), and Customer Satisfaction (Y), while the dependent variable is Customer Loyalty (Z). Quantitative data were analyzed using descriptive analysis and Structural Equation Modelling (SEM) analysis. Partially service quality has a significant influence on customer satisfaction in modern stores. In the sense that the quality of service provided by modern store management in Makassar City can contribute positively to customer satisfaction with the five dimensions of Tangible, Reliability, Empathy, Assurance, and Responsiveness. Direct service quality significantly influences customer loyalty, and indirect service quality has a significant effect on customer loyalty (LP) through customer satisfaction at modern stores in Makassar City.

scholarly journals Antecedents of Customers Loyalty towards Go-Jek Service

Telaah Bisnis ◽  
2021 ◽  
Vol 21 (2) ◽  
pp. 69
Author(s):  
Helmy Ilham Nugraha ◽  
Anas Hidayat ◽  
Putra Endi Catyanadika ◽  
Sri Rejeki Ekasasi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Sem Analysis ◽  
Website Design ◽  
Consumer Loyalty ◽  
Purposive Sampling

Service quality is one of the biggest factors in determining consumer loyalty. The aim of this study is to analyze how the Go-Jek service quality an influence customer satisfaction in shaping customer loyalty to the Go-Jek company. This research is quantitative and the variables examined in this study are website design, reliability, trust, customer satisfaction, to support consumer loyalty. This research was conducted in Yogyakarta and the data was collected using a questionnaire based on a Likert-scale, and the taking method uses purposive sampling with 300 respondents. Data were then analyzed using structural equation model (SEM) analysis with the help of WarpPLS software. The results of the study show that the effect of e-service quality on customer loyalty to the Go-Jek company were positive and significant.

scholarly journals ANALYSIS OF CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION IN KEDAI COFFEE (Case Study of SMEs in Jakarta Indonesia)

2020 ◽  
Vol 1 (6) ◽  
pp. 954-969
Author(s):  
Agung Hudaya
Keyword(s):  
Customer Satisfaction ◽  
Correlation Analysis ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Descriptive Analysis ◽  
Equation Model ◽  
Sem Analysis ◽  
Analysis Techniques

The purpose of this study is to find out how product quality, price, customer satisfaction on customer loyalty and how much influence the product quality, price, on customer satisfaction has implications for customer loyalty. This study is a census, the number of objects in the population with 100 respondents. The research method used in this research is descriptive analysis method. Data analysis techniques used are correlation analysis techniques and SEM (structural equation model) analysis techniques. Correlation analysis techniques to determine the relationship between variables, while SEM analysis techniques to determine how much influence the independent variable has on the dependent variable. The software used to process and analyze data from this study is Smart PLS version 3.0.

scholarly journals Pengaruh Kualitas Layanan Dan Citra Merek Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada Pelanggan Jasa JNE Di Yogyakarta

2021 ◽  
Vol 9 (2) ◽  
pp. 81-90
Author(s):  
Putri Wulandari ◽  
Heru Tri Sutiono ◽  
Sri Kussujaniatun
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Descriptive Analysis ◽  
Equation Modeling ◽  
Analysis Technique

The purpose of this study is to analyze the effect of service quality and brand image on customer loyalty through customer satisfaction to customer service JNE in Yogyakarta. The method used was purposive sampling, with the sampling of the population is based on certain criteria namely JNE service customer in Yogyakarta have used JNE service at least 2 times. The sample in this study were 270 respondents. Data analysis methods include descriptive analysis and quanitative analysis using the SEM (Structural Equation Modeling),an analysis technique based on PLS (Structural Equation Modeling). The result of this study prove that (1) service quality has a positive and significant effect on customer satisfaction (2) brand image service quality has a positive and significant effect on customer satisfaction (3) service quality has a positive and significant effect on customer loyalty (4) brand image has a positive and significant effect on customer loyalty (5) customer satisfaction has a positive and significant effect on customer loyalty (6) service quality has a positive and significant effect on customer loyalty through customer satisfaction (7) brand image has a positive and significant effect on customer loyalty through customer satisfaction.

scholarly journals Factors Affecting Customer Loyalty in The Dive Tourism Industry in Indonesia

2022 ◽  
Vol 9 (12) ◽  
pp. 273-285
Author(s):  
Machmed Tun Ganyang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Descriptive Analysis ◽  
Research Result ◽  
Tourism Industry ◽  
Green Marketing ◽  
Factors Affecting ◽  
Marketing Service ◽  
Dive Tourism

Abstract Diving Industry in Indonesia has huge potential needs to be managed properly in order to carrying out the concept of green tourism, but it has not been supported by the optimal performance of dive centers. That is marked by the low level of loyalty of diving tourism consumers. The purpose of this research is to analyze the effect of Green Marketing and Service Quality to  Customer Satisfaction and Customer Loyalty of Diving Tourism Customer. Research Method used in this research is descriptive analysis with research design used is explanatory design. The research object is 12 (twelve) dive centers is spread on Three  provinces in Indonesia. Analysis unit are experience and certified divers with total 200 respondents. Each sample from dive center is chosen proportionally. Technic Sampling is judgment sampling. The tool analysis used is statistic descriptive supported by SPSS software and statistic inferential supported by software of Lisrel Version 8,80. The research result described that practiced of green marketing, service quality have positif impact on Customer satisfantion and Customer loyalty of divers although there are still indicators that are indicating  low impact. The results of the causality study state that : a) Green marketing has no significant affect on customer loyalty, b) Green marketing has significant affect on  satisfaction, c) The service quality has no significant affect on customer satisfaction,d) The quality of service has no significant affect on customer loyalty, e) The customer satisfaction has significant affect on customer loyalty.   Keyword: Green Marketing, Service Quality, Satisfaction, Loyalty, Dive Tourism,Indonesia

scholarly journals ANALYSIS OF SERVICE QUALITY, PERCEIVED VALUE AND CUSTOMER SATISFACTION TOWARDS CUSTOMER LOYALTY IN INSURANCE INDUSTRY - CASE STUDY OF PT. SYNERGY ADHI MANUNGGAL

2018 ◽  
Vol 3 (1) ◽  
pp. 47-61
Author(s):  
Benedictus Widy Andhika ◽  
Nila Khrisnawati Hidayat ◽  
Linus Pasasa
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Insurance Industry ◽  
Perceived Value ◽  
Sem Analysis ◽  
Primary Data ◽  
The Impact

The purpose of this research is to study and analyse the impact of service quality, perceived value and customer satisfaction towards customer loyalty in insurance industry - case study of PT. Synergy Adhi Manunggal. The primary data was obtained by using the questionnaires to 100 customers of PT. Synergy Adhi Manunggal. The data is analysed using Structural Equation Modelling (SEM analysis to test the hypotheses). Finding of this research shows that service quality, perceived value and customer satisfaction towards customer loyal. It will be a great challenge for the PT. Synergy Adhi Manunggal in preparing their strategic plan in maintaining customer loyalty.

scholarly journals The Effects of Service Quality, Image and Trust on Satisfaction and Its Impact on Syari’ah Bank Customer Loyalty in Palembang

2019 ◽  
Vol 9 (1) ◽  
pp. 295
Author(s):  
Diah Isnaini Asiati ◽  
Wibowo ◽  
Husein Umar ◽  
Tony Sitinjak
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Descriptive Analysis ◽  
Simple Random Sampling ◽  
Primary Data ◽  
Equation Modeling ◽  
Quality Image ◽  
Customer Trust

The purpose of this study was to analyze the effects of service quality, image and trust in satisfaction and its impact on Syari’ah Bank customer loyalty in Palembang, Province of South Sumatra. The research design in this study used causal analysis which explained correlation variables of 3 Syari’ah Banks with 250 people as banking clients in Palembang. The sample selection used simple random sampling. This dissertation draft used primary data from questionnaire filled out by the respondents. The method of research used descriptive statistics and Structural Equation Modeling (SEM). The results showed that the customer satisfaction had significant impact on customer loyalty, customer trust had significant impact on customer satisfaction, customer trust had not significant impact on customer loyalty, service quality had significant impact on customer trust, service quality has significant impact on customer satisfaction, service quality had significant impact on customer loyalty, service quality had significant impact on Syari’ah Bank Image, Syari’ah Bank image had significant impact on customer trust, Syari’ah Bank image had no significant impact on customer satisfaction, and Syari’ah Bank image had no significant impact on customer satisfaction. The descriptive analysis showed that the level of service quality, image, trust, satisfaction and customer loyalty had a positive level.

scholarly journals Islamic Microfinance Service Quality and Its Impact on Yogyakarta Customers’ Satisfaction and Loyalty

2020 ◽  
Vol 1 (2) ◽  
pp. 127-132
Author(s):  
Prastyono Putro Pangarso Pras ◽  
Sumadi Sumadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Sem Analysis ◽  
Software Application ◽  
Islamic Microfinance ◽  
Customer Satisfaction And Loyalty

The purpose of this study is to examine the effect of service quality and religiosity on customer satisfaction and loyalty of Islamic Microfinance (KSPPS) in Yogyakarta. The research method uses a qualitative approach. The population in this study were all KSPPS customers in Yogyakarta. Samples were taken by 150 customers from 8 KSPPS using purposive sampling techniques. The analytical tool used for testing hypotheses in this study uses Structural Equation Model (SEM) analysis with the Analysis Moment of Structure (AMOS) software application. The results of this study indicate that customer satisfaction has a positive and significant effect on customer loyalty. Religiosity has a positive and significant effect on customer satisfaction. Religiosity has a positive but not significant effect on customer loyalty. Service Quality has a positive and significant effect on customer satisfaction. Quality of service has a positive and significant effect on customer loyalty.

scholarly journals EFFECTS OF SERVICE QUALITY, SATISFACTION, AND PERCEIVED LOYALTY IN TECHNOLOGY USE OF GENERATION Z CONSUMERS DURING THE COVID-19 SITUATION

2021 ◽  
Vol 56 (4) ◽  
pp. 300-310
Author(s):  
Ampol Chayomchai
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Technology Use ◽  
Structural Equation ◽  
Success Factors ◽  
Descriptive Analysis ◽  
Perceived Trust ◽  
Generation Z ◽  
High Level

Studying people’s behavior during COVID-19 is new and important for business planning. This research aimed to study the influencing relationship of four variables: service quality, customer satisfaction, perceived trust, and customer loyalty. This study focuses on Generation Z’s behavior in using technology during the coronavirus situation. Therefore, the research population is Generation Z in Thailand who were surveyed by sending questionnaires through various online media to collect data. The sample comprised 380 participants who were statistically analyzed by descriptive analysis and PLS structural equation analysis. The results showed that (1) the participants’ opinions on all four variables, included service quality, customer satisfaction, customer trust, and loyalty, were at a high level, (2) the service quality significantly influenced customer satisfaction, (3) the service quality significantly affected perceived trust, (4) the customer satisfaction significantly influenced customer loyalty, and (5) the perceived trust significantly affected customer loyalty. Research suggests that management and strategic planning in service businesses for Generation Z customers should focus on the four key success factors, including service quality, customer satisfaction, perceived trust, and customer loyalty. Planning through the business service quality has a positive effect on customer satisfaction and trust. It ultimately leads to customer loyalty in Generation Z, which is critical to the success and the continued growth of the service business.

Pengaruh E-Service Quality terhadap Customer Satisfaction dan Loyalty pada Pengguna Gopay di Indonesia

2020 ◽  
Vol 4 (2) ◽  
pp. 11
Author(s):  
Miranda Berliana ◽  
Dinda Amanda Zulestiana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model

Abstrak: Pada era modern saat ini kemajuan teknologi semakin berkembang pesat dan membawa kita kepada arah basis digital dan mobile. Fenomena tersebut dimanfaatkan oleh industri perbankan untuk berinovasi dalam hal pembayaran secara elektronik yang biasa kita sebut dengan e-money. Uang elektronik muncul dipicu dengan adanya tuntutan dari masyarakat saat ini. Sistem pembayaran yang ada saat ini dituntut untuk dapat melayani setiap kebutuhan masyarakat dalam pemindahan dana dengan efektif dan efisien. Salah satu inovasi yang diluncurkan saat ini adalah Gopay, metode pembayaran berbasis server yang dikeluarkan oleh Gojek Indonesia. Penelitian ini memiliki tujuan yaitu menentukan efek e-service quality pada customer satisfaction dan customer loyalty pelanggan Gopay di Indonesia. Kuesioner dikumpulkan secara online dengan menggunakan google form sebanyak 400 responden. Pengolahan data menggunakan Structural Equation Model (SEM) dengan menggunakan bantuan program AMOS 24. Berdasarkan hasil penelitian ditemukan bahwa e-service quality memiliki pengaruh positif terhadap customer satisfaction, yang dimana customer satisfaction sendiri memiliki pengaruh yang positif terhadap customer loyalty, namun ditemukannya ketidak pengaruhan yang positif bagi e-service quality terhadap customer loyalty.

scholarly journals Analysing Service Quality and its Relation to Customer Satisfaction and Loyalty in Sportswear Retail Market

2021 ◽  
Vol 0 (0) ◽  
Author(s):  
Canan Saricam
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Retail Market ◽  
Ancillary Service ◽  
Confirmatory Factor ◽  
Order Construct ◽  
Primary Focus

Abstract The sportswear industry has a growing market globally. In the sportswear retail market, where the primary focus is on providing customers the product, but provision of the necessary ancillary service also takes place, the service quality and its relation to customer satisfaction and customer loyalty are important. With an attempt to find out this relationship, the data for this study was obtained from 251 people living in Turkey. The service quality was described as a second-order construct with the dimensions proposed in SERVQUAL scale. Confirmatory factor analysis and structural equation modeling were used to analyze and validate the model. The findings showed that the service quality, together with the relevant dimensions, tangibles, reliability, and assurance, has an influence on the customer satisfaction but not on the customer loyalty. Nonetheless, it was confirmed the customer satisfaction has an impact on the customer loyalty.

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