Mediating Effect Analysis of Customer Delight between the Quality of Service and Customer Loyalty in Private Fitness Centers

2017 ◽  
Vol 56 (6) ◽  
pp. 363-373
Author(s):  
Boogil Seok ◽  
Junghwan Cho ◽  
Kyongjin Ko
Keyword(s):  
Quality Of Service ◽  
Customer Loyalty ◽  
Mediating Effect ◽  
Effect Analysis ◽  
Fitness Centers ◽  
Customer Delight

PENGARUH KUALITAS PELAYANAN DAN EXPERIENTIAL MARKETING TERHADAP LOYALITAS PELANGGAN PADA PUSAT KEBUGARAN D�GYM APITA CIREBON

2019 ◽  
Vol 2 (2) ◽  
Author(s):  
Fahmi Maulana
Keyword(s):  
Quality Of Service ◽  
Customer Loyalty ◽  
Experiential Marketing ◽  
Fitness Centers ◽  
Independent Variables ◽  
Marketing Variables ◽  
Marketing Service ◽  
Assisted Analysis ◽  
The Relationship

�Abstrak ����������� Sekarang ini persaingan dunia usaha menjadi semakin ketat. Termasuk persaingan usaha dalam bidang kebugaran fitness dan aerobic. D�GYM Apita merupakan salah satu perusahaan jasa yang bergerak dalam bidang usaha tersebut. Walaupun mendapat banyak pesaing dari bidang yang sama yaitu semakin menjamurnya tempat fitness, namun D�GYM Apita tetap mampu bertahan dengan melakukan berbagai strategi. Penelitian ini sendiri bertujuan untuk mengetahui sejauh mana pengaruh Kualitas Pelayanan (X1), dan Experiential Marketing (X2), terhadap Loyalitas Pelanggan (Y) D�GYM Apita.����������� Sampel penelitian ini sebanyak 75 responden, dengan metode asosiatif karena bertujuan untuk mengetahui pengaruh antara dua variabel atau lebih. Dengan penelitian ini, maka akan dibangun suatu teori yang dapat berfungsi untuk menjelaskan, meramalkan dan mengontrol suatu gejala. Adapun pengumpulan data dilakukan menggunakan kuesioner dan skala likert sebagai pengukurannya, dengan kisaran nilai 1 (satu) sampai dengan 5 (lima). Data analisis dibantu dengan menggunakan SPSS 20.0 for windows.����������� Hasil penelitian menunjukkan bahwa variabel Kualitas Pelayanan berpengaruh terhadap Loyalitas Pelanggan sebesar 18,6%, variabel Experiential Marketing berpengaruh terhadap Loyalitas Pelanggan sebesar 13,5%, Kualitas Pelayanan dan Experiential Marketing secara bersama-sama berpengaruh terhadap Loyalitas Pelanggan sebesar 24,8%. Artinya dari kedua variabel independen tersebut, Kualitas Pelayanan memberikan pengaruh paling besar terhadap Loyalitas Pelanggan dan diikuti oleh variabel Experiential Marketing.����Kata Kunci : Kualitas Pelayanan, Experiential Marketing, Loyalitas Pelanggan.Abstract����������� Now this competitive world of business is becoming increasingly stringent. Including competition in the field of fitness and aerobic fitness. D'GYM Apita is one service company that is engaged in the business. Although it got a lot of competitors from the same field, namely the proliferation of fitness centers, but D'GYM Apita still able to survive by performing a variety of strategies. This study aims to determine themselves the extent of the influence of Quality of Service (X1), and Experiential Marketing (X2), the Customer Loyalty (Y) D'GYM Apita.����������� The study sample by 75 respondents, with the associative method as it aims to determine the relationship between two or more variables. With this study, it will build a theory that can serve to explain and predict. The data collection was performed using a Likert scale questionnaire and measurement, with a range of value 1 (one) up to 5 (five). Assisted analysis of data using SPSS 20.0 for windows.����������� The results showed that the variables affect the Quality of Service Customer Loyalty is 18,6%, Experiential Marketing variables influence the Customer Loyalty of 13,5%, Experiential Marketing Service Quality and jointly influence the Customer Loyalty of 24,8%. This means that of the two independent variables, Quality Service provide the most impact on customer loyalty and followed by a variable Experiential Marketing. Keywords: Quality of Service, Experiential Marketing, Customer Loyalty

PENGARUH NILAI PELANGGAN, INOVASI PRODUK DAN KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH BANK MUAMALAT INDONESIA CABANG MADIUN

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
Binti Mutafarida
Keyword(s):  
Quality Of Service ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Product Innovation ◽  
Customer Value ◽  
Research Method ◽  
Sampling Method ◽  
Descriptive Research ◽  
Independent Variable

The development of sharia banking in Indonesia very rapidly grow up preceded by Bank Muamalat Indonesia and in 2013 ranked as the bank with the highest loyalty and the best among other sharia banking nationally. Bank Muamalat Indonesia branch of Madiun is one of the first branch in Madiun and currently has many competitors from other sharia banking. Based on this background, in this study take what factors affect the size of customer loyalty Bank Muamalat Indonesia branch of Madiun. Based on the result of research, it is found that the level of loyalty of customer of Bank Muamalat of Madiun branch is mostly influenced by product innovation with value of t test value obtained by t-count 2,493, while second factor is influenced by service quality with result of tcount 2,268. So the least influenced factor by the value of the customer is with value of 2.217. This research is a descriptive research method and associative / relationship, this matter to know the value of independent variable. While population of this research is funding customer of Bank Muamalat Indonesia branch of Madiun with amount of 22.196 customer by taking data using random sampling method as much as 108 customer. Keyword: Customer Value, Product Innovation AND Quality Of Service

scholarly journals PENGARUH RELIGIUSITAS, KUALITAS PELAYANAN, KUALITAS PRODUK TERHADAP LOYALITAS NASABAH TABUNGAN PADA PT. BANK ACEH SYARIAH KANTOR CABANG PEMBANTU DARUSSALAM

2019 ◽  
Vol 4 (2) ◽  
pp. 101-120
Author(s):  
Nurma Yoni
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Primary Data ◽  
Simultaneous Effect ◽  
Sample Technique ◽  
Quality Of Products ◽  
Partial Factor

  The purpose of research is to know the influence of religiality, quality of service, quality of products to customer loyalty savings at PT. Bank Aceh Branch Helper Darussalam. Sample of this research as much as 100 customers using the formula Slovin with a sample technique is purposive sampling. The type of research used in this study is quantitative. The data used is the primary data obtained by using questionnaires. The results of this study showed that religiusity, quality of service, the product quality is the simultaneous effect on customer loyalty savings at PT. Bank Aceh Branch maid Darussalam. A partial factor of religiusity and quality of service, the culinary products to give positive and significant impact on customer loyalty at PT. Bank Aceh, but one of the variables (product culitas) has a level of Lower influence than the variable religiusisity and quality of service.

scholarly journals PENINGKATAN LOYALITAS NASABAH BANK SYARIAH MELALUI PENINGKATAN KUALITAS LAYANAN DAN KEPUASAN NASABAH DENGAN VARIABEL RELIGIUSITAS SEBAGAI VARIABEL MODERATING (Studi pada Bank Syariah di Kota Semarang)

2017 ◽  
Vol 7 (2) ◽  
pp. 141
Author(s):  
Nurhayati Nurhayati ◽  
Fatmasaris Sukesti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Islamic Banks ◽  
Long Time ◽  
Conventional Banks ◽  
Competitive Rivalry ◽  
Number Of Customers

<em>Competitive rivalry between conventional banks and Islamic banks make Islamic banks should be able to compete with conventional banks in providing good quality of service, product quality and customer satisfaction, thereby increasing the number of customers. Quality of service also can affect customer loyalty directly and indirectly. The quality of service and satisfaction to encourage customers to be loyal to a company's products and services that have an impact on the improvement of market share for a product. Quality of service and customer satisfaction, especially in service companies is very important in retaining customers in a long time. Quality of service and customer satisfaction will determine the performance of the company. Factors religiosity in Indonesia also played in determining and pushing for elections on islamic bank customers because the system for different results offered by the system of interest of conventional banks. These results indicate that the quality of service and level of customer satisfaction and religiosity jointly effect on customer loyalty. Quality of service and customer satisfaction levels also have an effect on customer loyalty which variabels most influence on customer loyalty is the degree of religiosity.</em>

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH MELALUI CITRA PERUSAHAAN SEBAGAI VARIABEL MEDIASI

2018 ◽  
Vol 7 (12) ◽  
pp. 6675
Author(s):  
I Made Deddy Saputra ◽  
I Nyoman Nurcaya
Keyword(s):  
Quality Of Service ◽  
Image Quality ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Corporate Image ◽  
Analysis Technique

Customer satisfaction is an important element in determining and maintaining and growing the company. To be able to develop loyalty among its customers, banks need to know what factors influence loyalty and assess their performance in these factors. This research was conducted at PT. BPR Bali Dananiaga Denpasar. The number of respondents of this study were 117 respondents. Data collection is done through observation, interview and questionnaire. This research uses instrument test by using path analysis technique. Based on the analysis result found that service quality variable have positive and significant effect to company image. Quality of service has a positive and significant impact on customer loyalty. So the better the service quality of PT. BPR Bali Dananiaga, it will increase customer loyalty in PT. BPR Bali Dananiaga in Denpasar City. Corporate image has a positive and significant impact on customer loyalty. Corporate image proved able to mediate positively and significantly influence between service quality to customer loyalty.

ANALISA DAMPAK KEPUASAN PELANGGAN DALAM HUBUNGAN ANTARA ORIENTASI PELAYANAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN SALON MUSLIMAH

2021 ◽  
Vol 8 (3) ◽  
pp. 297
Author(s):  
Ibnu Jauzi ◽  
Ari Prasetyo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Orientation ◽  
Service Companies ◽  
The Impact ◽  
The Relationship ◽  
Pls Method

ABSTRAKLoyalitas pelanggan merupakan hal yang harus diutamakan perusahaan jasa dalam menjalankan bisnisnya. Tanpa adanya pelanggan yang loyal terhadap perusahaan maka sustainbility perusahaan tersebut akan terancam. Penelitian ini bertujuan untuk meneliti dampak orientasi pelayanan dan kualitas pelayanan terhadap loyalitas pelanggan melalui kepuasan pelanggan pada salon muslimah di Kota Kediri. Apakah dalam mencapai loyalitas pelanggan harus melalui kepuasan pelanggan atau tidak. Penelitian ini menggunakan pendekatan kuantitatif dengan metode SEM PLS. Pengujiannya dilakukan menggunakan aplikasi SmartPLS 3.0 dengan kategori responden yaitu pelanggan yang telah merasakan produk salon muslimah di Kota Kediri. Hasil penelitian menunjukkan adanya efek moderasi kepuasan pelanggan dalam hubungan orientasi dan kualitas pelayanan terhadap loyalitas pelanggan.Hal tersebut mengindikasikan bahwa orientasi dan kualitas pelayanan yang dilakukan oleh salon muslimah di Kota Kediri bisa dikategorikan baik sehingga membuat para pelanggannya menjadi loyal.Kata Kunci: Loyalitas Pelanggan, Orientasi Pelayanan, Kualitas Pelayanan, Kepuasan Pelanggan, Salon Muslimah. ABSTRACTCustomer loyalty is something that must be prioritized by service companies in running their business. Without customers who are loyal to the company, the company's sustainability will be threatened. This study aims to examine the impact of service orientation and service quality on customer loyalty through customer satisfaction at Muslimah salons in Kediri. Whether to achieve customer loyalty must go through customer satisfaction or not. This study uses a quantitative approach with the SEM PLS method. The test was carried out using the SmartPLS 3.0 application with the respondent category, namely customers who have experienced Muslim salon products in Kediri. The results showed that there was a moderating effect of customer satisfaction in the relationship between orientation and service quality on customer loyalty. This indicates that the orientation and quality of service carried out by muslimah salons in Kediri City can be categorized as good so that it makes its customers loyal.Keywords: Customer Loyalty, Service Orientation, Service Quality, Customer Satisfaction, Muslimah Salon.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANCO NACIONAL COMERCIO TIMOR LESTE

2017 ◽  
pp. 3857
Author(s):  
Artur Avila de Jesus Boavida
Keyword(s):  
Quality Of Service ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Quality Of Services ◽  
Sample Collection ◽  
A Value ◽  
Timor Leste ◽  
Financial Transactions ◽  
Customer Satisfaction And Loyalty

The purpose of this research to explain the influence of the quality of service for customer satisfaction and loyalty .Of respondents used as many as 120 with the sample collection technique using a purposive the sampling method and criteria for 1 years to customers .Linear regression analysis of data using techniques and was presented with the application of double spss .Test the validity of an instrument of free and variable variable bound having a correlation coefficient with a value above 0.30 positive .The results of konformatori variable quality of services , satisfaction and loyalty of customers have known that all indicators of loading up 0.60 factor          Based on the results of the coefficients determinan 45.48 % capable of being explained this model and the rest 54.51 influenced by other factors .The results of the testing of hypotheses service quality influential significantly to satisfaction .The quality of service influential significantly to customer loyalty and satisfaction influential significantly to customer loyalty . Based on the discussion of the results of research and the need of advice given to improvements in the dimensions of quality of services especially physical evidence that is the facility as a means to do financial transaction as well as the dimensions of resources in the delivery of tangap clear information to meet the expectations so that customers remain loyal in using the product and is still conducting financial transactions.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP LOYALITAS KONSUMEN CV. SABANI INDONESIA SURABAYA

2018 ◽  
Vol 2 (1) ◽  
Author(s):  
Endang Setyowati ◽  
Mohammad Septyan
Keyword(s):  
Quality Of Service ◽  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Product Quality ◽  
Customer Loyalty ◽  
Consumer Loyalty ◽  
Test Results ◽  
Dominant Influence

ABSTRACTThesis entitled "The impact of service quality and product quality to consumers loalitas CV. Sabani Indonesia Surabaya "aims to determine the effect of service quality and product quality terehadap consumer loyalty simultaneous partial and see what's most dominant influence. In this study, researchers used a questionnaire to determine the perception of respondents was 50, a data analysis technique used in this study were using multiple linear regression with correlation test, F test and t test tools. The test results of this study are obtained calculation results of multiple linear regression is Y = 1,876 + 0, 105 kpl + 0.172 mortgages where all these variables have positive influence and direction of the dependent variable namely customer loyalty CV. Sabani Indonesia Surabaya. The test results simultaneously obtained Fhitung 71.299 71.299 which means Fhitung> Ftabel 3.20, or can be seen from the level of significance of 0.000 <0.05 (α = 5%). While partially obtained Thitung Quality of service (KPL) = 2,865 Thitung Product Quality (KPR) = 4,348, thus Thitung> Ttabel (2.01174). Thus the hypothesis which states that the quality of service and product quality simultaneously or partially significant effect on consumer loyalty CV. Sabani Indonesia Surabaya proven true. Variable quality of products (mortgage) has the most dominant influence on the satisfaction of members of the cooperative as it has the largest regression coefficient is 0.172 compared to 0.105 service quality variables.Keywords: quality of service, product quality, customer loyalty

scholarly journals PENGARUH KUALITAS PELAYANAN JASA DAN HARGA TERHADAP LOYALITAS PELANGGAN PADA HOTEL PERMATA LAND RANTAUPRAPAT

2019 ◽  
Vol 4 (2) ◽  
pp. 125-134
Author(s):  
Pitriyani, Pitriyani
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Customer Loyalty ◽  
Hypothesis Test ◽  
Primary Data ◽  
Customer Commitment ◽  
Positive Results

Customer Loyalty is customer commitment toward a registered, services or suppliers(Company), based on a very positive attitude and reflected in the re-purchase consistent.Customer Loyalty can be affected by many factors including the quality of service and price.The object of this research is the Permata Land Rantauprapat Hotel. The purpose of thisresearch is to analyze the influence of service quality and price of customer loyalty in the HotelPrecious Land Rantauprapat . The population in this research is the consumers who stay inHotel Permata Land Rantauprapat . The sample in this research is 98 respondents. The typeof data is the primary. Data collection method using questionnaires. The analysis techniquesused is multiple regression. The results of multiple regression analysis between the quality ofservice to the customer loyalty get the positive results of 0.035 hkd and from the results of thehypothesis test using test - t shows the results of a significant number of 10.532 and sig. 0,003<a = 0.05. The results of multiple regression analysis between the price of consumersatisfaction obtain positive results of 0,734 and from the results of the hypothesis test using test– t shows the results of a significant number of 11.583 and sig. 0,000 <a = 0.05. This can beconcluded that the quality of service and prices have positive and significant impact oncustomer loyalty

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