Analysis of Halal Certification Renewal Service Quality and Their Effect on the Customer’s Satisfaction and Loyalty in Yogyakarta (Case Study in Meatball Stall)

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Latent Variables ◽

Structural Equation ◽

Equation Modeling ◽

Satisfaction Index

The society awareness in consuming halal, safe, and healthy foodstuff within these past few years kept on increasing. This was closely related to responsible food manufacturers which produced sustain halal foods, as evidenced by ownership halal certification. In order to increase the satisfaction of food producers and to maintain their commitment to extend the halal certificates, the quality of halal authority service should always be enhanced. This study aims to identify the Customer Satisfaction Index (CSI) value, to determine the influence of halal label and product attributes toward customer’s satisfaction and loyalty of meatball stalls in Yogyakarta, and to identify the influence of halal label toward selling volume on certified meatball stalls. The instruments used were questionnaires containing 21 quality attributes of halal certificate renewal service. Analyses were performed using Structural Equation Modeling (SEM). The model was composed of seven latent variables: halal certification, brand, price, taste, service, customer satisfaction and customer loyalty. Result of the research showed that taste and halal certification have significant effect on the customer’s satisfaction and loyalty of certified meatball stalls. Halal certification have affected the certified meatball stalls in Yogyakarta by increasing the selling volume of 25-37.5%.

PENGARUH KUALITAS LAYANAN DAN CITRA PERUSAHAAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v10i2.2344 ◽

2018 ◽

Vol 10 (2) ◽

pp. 201

Author(s):

Mutmainnah Mutmainnah

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Service Industry ◽

Service Providers ◽

Corporate Image ◽

As a primary factor in satisfaction and loyalty, service quality and image has been given a lot of attention. This research used a sample of 120 respondents and analyzed the data using structural equation modeling. Findings reveal that service quality and corporate image are antecedents of customer satisfaction, but customer satisfaction surprisingly does not have positive and significant effect on customer loyalty. The implications for service providers in any platform service industry is that customer satisfaction has not key success to loyalty but continuously improves the quality of service and corporate image of satisfaction, but it creates loyalty to buy services and recommend to others.

Model Terpadu Kepuasan Pelanggan dan Loyalitas: Sebuah Analisis Bisnis Layanan Perbankan

MIMBAR Jurnal Sosial dan Pembangunan ◽

10.29313/mimbar.v32i1.1710 ◽

2016 ◽

Vol 32 (1) ◽

pp. 139

Author(s):

Rachmad Hidayat ◽

Sabarudin Akhmad

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Product Quality ◽

Customer Loyalty ◽

Customer Value ◽

Structural Equation ◽

Integrated Model ◽

The purpose of this study is to determine the relationships of service quality, bank’s image, customer value and product quality with customer satisfaction and customer loyalty. Sample is the state-owned banks’ customers in four major cities in Indonesia. Data is analyzed by using the Structural Equation Modeling (SEM) method. Results lead to an integrated model of customers’ satisfaction and loyalty. In conclusion, customer value and quality of bank products do not significantly and directly affect customer loyalty, but do significantly affect customer loyalty mediated by customer satisfaction. Service quality and bank’s image directly and indirectly affects customers’ satisfaction and loyalty. Service quality and bank’s image have the strongest and most dominant effects on customer loyalty.

Building Customer Loyalty through Strategy Experiential Marketing, Service Quality, and Customer Satisfaction

Management Analysis Journal ◽

10.15294/maj.v9i2.39109 ◽

2020 ◽

Vol 9 (2) ◽

pp. 122-131

Author(s):

Wahyono Wahyono ◽

Ulfa Nurjanah

Keyword(s):

Data Analysis ◽

Customer Satisfaction ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Modeling ◽

Research Model ◽

Experiential Marketing ◽

Marketing Service

The study aims to determine the influence of Experiential Marketing, quality of service, and customer satisfaction towards customer loyalty by developing a research model and 6 hypotheses filed in this study. The number of samples was 160 respondents, namely the customer of PT POS Indonesia (Persero) Semarang with incidental sampling through questionnaires. Data analysis using Structural Equation Modeling (SEM) of Software AMOS 21.0 based on data analysis results, it can be concluded that the model received good/fit and subsequent research results showed there were 3 hypotheses received and 3 hypotheses were rejected.

The Influence of E-Service Quality, and Customer Satisfaction On Go-Send Customer Loyalty In Surabaya

Indonesian Journal of Information Systems ◽

10.24002/ijis.v3i2.4191 ◽

2021 ◽

Vol 3 (2) ◽

pp. 128

Author(s):

Alexander Wirapraja ◽

Handy Aribowo ◽

Eddy Triswanto Setyoadi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Quantitative Method ◽

Equation Modeling ◽

Online Media ◽

Shipping Industry ◽

Courier Service

The shipping industry is currently one of the vital aspects of industrial business, especially in the current Covid-19 pandemic era. Delivery of goods, both products and foodstuffs, can be done quickly by using courier services that can be accessed through online media such as personal gadgets, namely computers and smartphones. One of the features of GO-Jek Indonesia is a courier service called Go-Send, the problem that arises is that there is competition in the same line of business, causing consumers to have many choices when making deliveries. Measuring the level of loyalty makes researchers interested in measuring Go-Send users' perceptions of the level of customer loyalty as measured by e-service quality and customer satisfaction. This study used a quantitative method using a questionnaire with a Likert scale measurement and a sample of 109 respondents was obtained which was then measured using the Structural-Equation-Modeling (SEM) method with a 95% confidence level. The results of this study indicate that Go-Send user loyalty is positively and significantly influenced by customer satisfaction and the level of e-service quality.

FORMING CUSTOMER LOYALTY THROUGH FACTORS IN MEDIATION OF CUSTOMER SATISFACTION

Dinasti International Journal of Digital Business Management ◽

10.31933/dijdbm.v2i2.549 ◽

2021 ◽

Vol 2 (2) ◽

pp. 233-249

Author(s):

Agung Hudaya

Keyword(s):

Data Analysis ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Random Sampling ◽

Structural Equation ◽

Sampling Technique ◽

Simple Random Sampling ◽

The purpose of this study is to determine how price, service quality, customer satisfaction on customer loyalty and how much influence, price, service quality on customer satisfaction which has implications for customer loyalty. The sample used in this study amounted to 100 respondents who were taken by simple random sampling technique. Data analysis in this study used Structural Equation Modeling (SEM) which was carried out with the help of the SEM program from Smart PLS 3.0. Besides, this research also proves that the price variable will affect customer satisfaction, then the price will also affect customer loyalty, as well as service quality affects customer satisfaction and will also affect customer loyalty. and also the mediating variable of customer satisfaction which will affect customer loyalty. Blanja.com in Jakarta.

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

EKUITAS (Jurnal Ekonomi dan Keuangan) ◽

10.24034/j25485024.y2011.v15.i2.229 ◽

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.

FAKTOR YANG MEMPENGARUHI CUSTOMER LOYALTY DI CARREFOUR

Jurnal Muara Ilmu Ekonomi dan Bisnis ◽

10.24912/jmieb.v1i1.406 ◽

2017 ◽

Vol 1 (1) ◽

pp. 52

Author(s):

Warniancy Ariesty

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Partial Least Square ◽

Least Square ◽

Persaingan bisnis retail yang semakin meningkat menuntut para pebisnis untuk menciptakan keunggulan kompetitif agar dapat mempertahankan pangsa pasarnya. Salah satu bisnis retail yang sedang marak di Indonesia yaitu Carrefour. Carrefour memiliki pelanggan yang sangat loyal dibandingkan dengan hypermarket yang lain. Namun, Carrefour tentu harus mempertahankan atau meningkatkan performance agar dapat mewujudkan customer loyalty. Customer satisfaction berkaitan dengan customer loyalty. Untuk meningkatkan customer satisfaction, Carrefour berupaya untuk dapat meningkatkan service quality. Tujuan penelitian yaitu untuk menguji dan menganalisis faktor-faktor yang mempengaruhi service quality terhadap customer satisfaction yang berdampak pada customer loyalty dalam memilih hypermarket. Objek penelitian yaitu pelanggan Carrefour kota besar di Indonesia. Metode penelitian yang digunakan adalah dengan metode penelitian kuantitatif dengan teknik pengambilan sampel data dilakukan dengan menggunakan accidental sampling yang termasuk dalam nonprobability sampling. Data jawaban responden yang merupakan hasil dari penyebaran kuesioner kepada pelanggan Carrefour, diolah dan dianalisis menggunakan metode analisis data yaitu SEM (Structural Equation Modeling) berbasis PLS (Partial Least Square). Hasil penelitian yang diperoleh yaitu variabel service quality berpengaruh terhadap customer satisfaction dan customer loyalty. Kata kunci: Service Quality, Satisfaction, Loyalty

Peran Kualitas Layanan dan Kepercayaan Dalam Membangun Kepuasan dan Loyalitas Pelanggan

KEBERLANJUTAN ◽

10.32493/keberlanjutan.v5i2.y2020.p157-171 ◽

2020 ◽

Vol 5 (2) ◽

pp. 157

Author(s):

Zahra Fakhrana

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Sampling Technique ◽

Equation Modeling ◽

Purposive Sampling ◽

Customer Satisfaction And Loyalty

This study aims to understand the role of service quality and trust in developing customer satisfaction and loyalty at JNE Margonda, Depok. The research is used as a quantitative approach. Respondents are 127 people who were taken by purposive sampling technique. This study uses Structural Equation Modeling (SEM) with Lisrel 8.80 applications for analyzing the data. All three hypotheses are accepted, and the data supports the model. H1: service quality has a positive and significant effect on customer satisfaction. H2: Trust has a positive and significant impact on customer satisfaction. H3: Customer satisfaction has a positive and significant effect on customer loyalty. The Conclusion: (1) The high quality of service from JNE Margonda Depok increases customer satisfaction (2) If trust in JNE Margonda Depok is high, then higher customer satisfaction will be higher too; (3) Respondents who feel satisfied when using JNE Margonda services will be more loyal to JNE Margonda Depok ABSTRAKPenelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan dan kepercayaan terhadap kepuasan dan loyalitas pelanggan JNE Margonda, Depok. Penelitian dilakukan dengan pendekatan kuantitatif. Responden sejumlah 127 orang yang diambil dengan teknik purposive sampling. Analisis data menggunakan Structural Equation Modeling (SEM) dengan aplikasi Lisrel 8.80. Tiga hipotesis penelitian ini diterima semua, data mendukung model. H1: Kualitas layanan memiliki pengaruh positif dan signifikan terhadap kepuasan pelanggan. H2: Kepercayaan memiliki pengaruh positif dan signifikan terhadap kepuasan pelanggan. H3: Kepuasan pelanggan memiliki pengaruh positif dan signifikan terhadap loyalitas pelanggan. Kesimpulan : (1) Kualitas layanan yang tinggi dari JNE Margonda Depok meningkatkan kepuasan pelanggan; (2) Semakin percaya responden terhadap JNE Margonda Depok akan semakin tinggi pula kepuasan pelanggannya; 3) Kepuasan yang tinggi dari pelanggan akan membuat pelanggan semakin loyal terhadap JNE Margonda Depok

INFLUENCE OF SERVICE QUALITY AND FARE TOWARD CUSTOMER SATISFACTION AND ITS IMPACT ON CUSTOMER LOYALTY OF EXPRESS TAXI IN JAKARTA

JRMSI - Jurnal Riset Manajemen Sains Indonesia ◽

10.21009/jrmsi.006.2.07 ◽

2015 ◽

Vol 6 (2) ◽

pp. 618

Author(s):

Mohammad Rizan ◽

Erwin Fadillah ◽

Agung Kresnamurti R. P.

Keyword(s):

Data Analysis ◽

Data Collection ◽

Customer Satisfaction ◽

Service Quality ◽

Hypothesis Testing ◽

Customer Loyalty ◽

Structural Equation ◽

Survey Methods ◽

The purpose of this study was to: to examine empirically the effect of service quality to customer satisfaction on Express taxi, to examine empirically the effect of fare to customer satisfaction on Express taxi, to examine empirically the effect of customer satisfaction to customer loyalty on Express taxi, to examine empirically the effect of service quality to customer loyalty on Express taxi, and to examine empirically the effect of fare to customer loyalty on Express taxi. Data collection using survey methods. Sample of this study are 200 respondents who have using services of Express taxi more than two times in last three months. Data analysis using SPSS version 23 and SEM (Structural Equation Modeling) LISREL version 8.7. Results of hypothesis testing showed: service quality have positive and significant effect on customer satisfaction, fare have positive and significant effect on customer satisfaction, customer satisfaction have positive and significant effect on customer loyalty, service quality have positive and not significant effect to on customer loyalty. fare have positive and significant effect to on customer loyalty. Rated fit model with value of RMSEA 0.043, value of RMR 0.043, value of CMIN/DF 1.88, value of NFI 0.96, value of NNFI 0.98, and value of CFI 0.98. The results of this research beneficial to transportation company, especially Express taxi in Jakarta, to create better strategy in improving customer loyalty. Keywords: service quality, fare, customer satisfaction, customer loyalty, transportation

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

Jurnal Ilmiah Manajemen Kesatuan ◽

10.37641/jimkes.v9i2.470 ◽

2021 ◽

Vol 9 (2) ◽

pp. 81-90

Author(s):

Putri Wulandari ◽

Heru Tri Sutiono ◽

Sri Kussujaniatun

Keyword(s):

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.