scholarly journals The Influence of Customer’s Satisfaction, Switching Barrier and Trust for Brands on Customer Retention: A Research on Millennials

2020 ◽  
Vol 3 (2) ◽  
pp. 160-174
Author(s):  
Agung Novianto Margarena ◽  
Zakky Fahma Auliya
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Research Method ◽  
Quantitative Method ◽  
Customer Retention ◽  
Sampling Technique ◽  
Analysis Tool ◽  
Brand Trust ◽  
Independent Variable ◽  
Data Analysis Tool

The purpose of this research is to retest the relation between customer satisfaction, switching barrier, brand trust toward customer retention due to differences between the results from Ranaweera and Prabhu (2003); Dimyati (2015) and Marasabessy et al. (2014); Ullah et al. (2015). This research employed the sample of millennials who have been using IM3 for at least 6 months (coming from Surakarta with the number of 160 respondents) and were taken by the purposive sampling technique. This research used three variables namely dependent variable, independent variable and intervening variable. The employed research method would be the quantitative method. The employed data analysis tool is SEM AMOS version 21.0. The result of this research indicated that all the direct relations had a significant influence. Customer satisfaction and switching barrier affected the brand trust significantly. Customer satisfaction and switching barrier affected customer retention significantly. It was identified that the indirect relation between brand trust as an intervening variable and the customer satisfaction as well as switching barrier had no impact on customer retention.   

scholarly journals Pengaruh Disiplin Kerja Rekonsiliasi Satuan Kerja Dalam Aplikasi E–Rekon–LK Terhadap Kinerja Pegawai Bagian Seksi Verifikasi Dan Akuntansi Pada Kantor Pelayanan Perbendaharaan Negara Buntok Tahun 2020

2020 ◽  
Vol 6 (2) ◽  
pp. 56-69
Author(s):  
Lisawanto Lisawanto
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Quantitative Method ◽  
Employee Performance ◽  
Performance Theory ◽  
Analysis Tool ◽  
Simple Linear Regression ◽  
Work Unit ◽  
Independent Variable ◽  
Data Analysis Tool

This study aims to determine and describe the effect of Work Unit Reconciliation Work Discipline on the e-Rekon-LK Application on Employee Performance in the Verification and Accounting Section at the Buntok State Treasury Service Office in 2020 and to find out and describe the most influential indicators on work discipline unit reconciliation. work (Satker) in the e-Rekon-LK application on the performance of employees of the verification and accounting section. The theory used in this research is Work Discipline according to Bejo Siswanto (2019: 291) and employee performance theory according to Agus Dwiyanto (2017: 47). This research uses descriptive quantitative method with data collection techniques using observation, interviews, documentation and questionnaires. This study has two variables, namely the independent variable (X) work unit reconciliation discipline in the e-rekon-lk application and the dependent variable (Y) the employee performance in the verification and accounting section. The data analysis tool used is Simple Linear Regression using SPSS Version 25. The hypothesis in this study is H1. It is suspected that there is an influence between the work unit reconciliation work discipline (satker) in the e-Rekon-LK application on the performance of employees of the verification and accounting section of the Buntok State Treasury Service Office 2020, H2. It is suspected that the level of vigilance in the work unit (Satker) reconciliation work discipline indicator in the e-Rekon-LK application has the most influence on employee performance in the verification and accounting section. The results obtained in the calculation of simple linear regression are Y = 10.946 + 0.765 X where the value (a) is 10.946 and the coefficient value (b) is 0.765. Then the tcount is obtained from the above test that tcount> ttable (5.876> 2.035) then Ho is rejected and Ha is accepted, meaning that there is a significant influence between Work Discipline Work Unit Reconciliation (Satker) in the e-Rekon-LK Application on the Performance of Section Employees Verification and Accounting Section at the Buntok State Treasury Service Office 2020.

scholarly journals Pengaruh Kualitas Pelayanan dan Kepuasan Nasabah Terhadap Switching Intention pada Nasabah Bank Panin Kota Sungai Penuh Periode Tahun 2016

2019 ◽  
Vol 4 (1) ◽  
pp. 131
Author(s):  
Edia Satria
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Sample Size ◽  
Customer Service ◽  
Sampling Technique ◽  
Analysis Tool ◽  
Alpha Level ◽  
Data Analysis Tool

This study aimed to find out 1) what is the influence of service quality to switching intention to Bank Panin customers of Sungai Penuh City? 2) the extent to which the effect of customer satisfaction on switching intention on customer Bank Panin Sungai Penuh City? 3) the extent of the influence of service quality to switching intention either directly or indirectly? 4) the extent to which customer satisfaction satisfaction  of  customer service to switching intention either directly or indirectly? The population in this research is Bank Panin customer period 2016. hence got sample size 51 customer with accidental sampling, sampling technique. The data analysis tool used is path analysis at alpha level of 0.05. Based on the result of research indicate that service quality has no significant effect to switching intention, customer satisfaction has positive and significant effect to switching intention.

Pengaruh Kualitas Produk, Kepuasan Pelanggan, Hambatan Beralih Dan Kepercayaan Merek Terhadap Retensi Pelanggan Wardah Kosmetik Di Kabupaten Klaten

2020 ◽  
Vol 17 (2) ◽  
Author(s):  
Amelia Galuh Werdaningrum ◽  
Faizal Ardiyanto
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Multiple Linear Regression ◽  
Product Quality ◽  
Sampling Method ◽  
Customer Retention ◽  
Sampling Technique ◽  
Brand Trust ◽  
Probability Sampling ◽  
Switching Barriers

This research aims to determine the effect of product quality, customer satisfaction, switching barriers, and brand trust on customer retention. The sample in this research was 116 respondents of Wardah Cosmetics customers from Klaten Regency. This research used one of non probability sampling technique which is purposive sampling method. This study is also using multiple linear regression to analyze the collected data. The results in this research are product quality, customer satisfaction, switching barriers, and brand influence customer retention both partially and simultaneously.

PENGARUH INOVASI DAN ORIENTASI KEWIRAUSAHAAN TERHADAP KEUNGGULAN BERSAING UMKM KULINER

2019 ◽  
Vol 4 (1) ◽  
pp. 111-118
Author(s):  
Inda Lestari ◽  
Miguna Astuti ◽  
Hariyanto Ridwan
Keyword(s):  
Data Analysis ◽  
Competitive Advantage ◽  
Significant Influence ◽  
Entrepreneurial Orientation ◽  
Sampling Method ◽  
Sampling Technique ◽  
Analysis Tool ◽  
Data Analysis Tool

This research was conducted to analyze the effect of innovation orientation and entrepreneurship on the competitive advantage of culinary MSMEs in the Cilandak Barat area, South Jakarta. The population used for this study was 36 actors in the culinary field of SMEC. The sampling technique uses a saturated sampling method. The data analysis tool used is PLS 3.0. The results of this study indicate that the innovation variable has a significant influence on the culinary competitiveness of SMEC. And, entrepreneurial orientation has a significant influence on the culinary competitiveness of SMEC. The researcher suggests SMECs to pay attention to other factors that can influence competitive advantage. Keywords: Innovation, Entrepreneurship Orientation, Competitive Advantage

scholarly journals Pengaruh Persepsi Konsumen, Labelisasi Halal dan Citra Merek Terhadap Keputusan Pembelian Produk Herbal Skincare SR12

2021 ◽  
Vol 5 (2) ◽  
pp. 263-273
Author(s):  
Ade Lia ◽  
Ibdalsyah Ibdalsyah ◽  
Hilman Hakiem
Keyword(s):  
Data Analysis ◽  
Research Method ◽  
Brand Image ◽  
Consumer Perceptions ◽  
Consumer Perception ◽  
Purchase Decision ◽  
Analysis Tool ◽  
Purchasing Decisions ◽  
Independent Variables ◽  
Data Analysis Tool

This study aims to determine the effect of consumer perceptions, halal labeling and brand image on purchasing decisions, while the independent variables are consumer perceptions, halal labeling and brand image. The data in this study were collected through questionnaires distributed to consumers who had purchased and used SR12 herbal skincare products in Bogor. The research method used is quantitative. The population in this study were consumers of SR12 herbal skincare products. With the data collected amounted to 100 respondents. The data analysis tool used in this study used multiple linear regression. The results of this study indicate that the variables of consumer perception, halal labeling and brand image have a positive and significant effect on purchasing decisions for sr12 herbal skincare products. Keywords: Consumer Perception, Halal Labeling, Brand Image and Purchase Decision

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

scholarly journals Absorption of capital expenditure budget on regional apparatus organization in East Nusa Tenggara province

2019 ◽  
Vol 6 (5) ◽  
pp. 25-39 ◽  
Author(s):  
Markus Asa ◽  
Maria Mediatrix Ratna Sari
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Data Collection ◽  
Financial Management ◽  
Capital Expenditure ◽  
Sampling Technique ◽  
Analysis Tool ◽  
Regional Organization ◽  
Data Analysis Tool

The purpose of this study was to empirically test the motivation of the financial management apparatus to moderate the influence of competence on capital expenditure budget absorption in the regional organization in East Nusa Tenggara province. 36 regional apparatus organizations were taken as samples. Data collection using questionnaires and sampling technique was sampling saturation 72 samples, consisting of budget users and committing officers. The data analysis tool used was a moderation regression analysis. The result of data analysis shows that the competence was supported by the improvement of the apparatus of the financial manager, the apparatus performance in the absorption of capital expenditure budget in the regional organization in East Nusa Tenggara province will be better.

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

scholarly journals Consumer-Brand Identification and Brand Loyalty: Analysis on Customer Satisfaction and Brand Trust as Mediators

2021 ◽  
Vol 10 (3) ◽  
pp. 283
Author(s):  
Dwike Natalia ◽  
Honey Wahyuni Sugiharto Elgeka ◽  
Anton Johannes Tjahjoanggoro
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Brand Loyalty ◽  
Process Model ◽  
Sampling Technique ◽  
Brand Trust ◽  
Brand Identification ◽  
The Future ◽  
The Relationship

Consumers who have used Apple-branded smartphones have greater probability that they will continue to buy iPhones in the future. This is because customers feel satisfied and have identified the product before making a purchase, creating loyalty for the Apple brand. The purpose of this study is to examine the role of customer satisfaction and brand trust as mediators in the relationship between consumer-brand identification and brand loyalty. Participants in this study consisted of 155 consumers and obtained by using accidental sampling technique. Data analysis used the Hayes Process model 4, which explains that customer satisfaction can act as a mediator in the relationship between consumer-brand identification and brand loyalty, while brand trust cannot act as a mediator. Brand loyalty is not sufficiently formed when consumers can identify the brand well or there is satisfaction with the brand, but rather by the essential emotional bond that makes consumers rely on the brand. However, this has not been fulfilled by the iPhone to make consumers have brand loyalty.

scholarly journals Pengaruh Pelayanan dan Harga terhadap Kepuasan Pelanggan di PT Setiajaya Mobilindo

2019 ◽  
Vol 19 (2) ◽  
pp. 219-224
Author(s):  
Eigis Yani Pramularso
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Analysis Tool ◽  
Price Determination ◽  
Data Analysis Tool ◽  
Processing Techniques

Abstract  - Increasingly tight business competition is accompanied by changes in the needs and desires of customers who always dynamically require companies to be able to adapt so that customers remain satisfied with the company's performance. Service quality and price determination offered are important parts so customer satisfaction is maintained. This study aims to determine the effect of service quality and price on customer satisfaction of PT Setiajaya Mobilindo. The population in this study were customers of PT Setiajaya Mobilindo located on Jl. Raya Tole Iskandar Depok who received body & paint services and the sample was 61 respondents taken randomly. The data analysis tool uses multiple linear regression with processing techniques using SPSS. From the results of the study it is known that service quality and price together have a significant effect on customer satisfaction. Partially service quality and price also have a significant effect on customer satisfaction. The number of R square (R2) shows service quality and price contribute 58.6% to customer satisfaction, while the rest is influenced by other factors outside of this study. Keywords: Service Quality, Price, Customer Satisfaction

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