scholarly journals ANALYSIS OF PRICING AND MERCHANDISING EFFECT TO CUSTOMER SATISFACTION AND IT’S AFFECTED TO CUSTOMER LOYALTY IN PURI BATAM MINIMARKET

AdBispreneur ◽  
2017 ◽  
Vol 2 (1) ◽  
Author(s):  
Shinta Wahyu Hati ◽  
Nurlidiya Parlewen
Keyword(s):  
Customer Satisfaction ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Quantitative Approach ◽  
Research Use ◽  
Analysis Method

ABSTRACTThe purpose of this study was to determine the effect of price variable and merchandising variable on customer satisfaction variabel, to determine the effect of direct price variable and merchandising variable on customer loyalty, and to determine the effect of direct price and merchandising variable on customer loyalty variable with satisfaction as intervening variable. This kind of research is explanatory research with quantitative approach. Research sample is 161 customer of Minimarket Puri Batam. This research use  analysis method Path Analysis. The results showed significant effect on the price variable Customer Satisfaction with value 0.474, and merchandising significantly contributing to customer satisfaction with value 0.413. Price significantly contributing to customer loyalty with value 0.260, merchandising significantly contributing to customer loyalty with value 0.295. And customer satisfaction significantly contributing to customer loyalty with value 0. 263. The result of this study are price, merchandising, and satisfaction have a significant influence on customer loyalty. Keywords : Loyalty, merchandising, price, satisfaction ANALISIS PENGARUH HARGA DAN MERCHANDISING TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA PADA LOYALITAS PELANGGAN DI MINIMARKET PURI BATAM ABSTRAKTujuan penelitian ini adalah untuk mengetahui pengaruh harga dan merchandising terhadap kepuasan pelanggan, pengaruh harga dan merchandising terhadap loyalitas pelanggan dengan kepuasan pelanggan sebagai variabel intervening. Jenis penelitian ini adalah penelitian eksplanatori dengan pendekatan kuantitatif. Sampel dalam penelitian ini sebanyak 161 orang pelanggan Minimarket Puri. Teknik analisis data yang digunakan adalah menggunakan analisis jalur. Hasil penelitian menunjukkan variabel harga berpengaruh signifikan terhadap kepuasan pelanggan sebesar 0.474 dan variabel merchandising berpengaruh signifikan terhadap kepuasan pelanggan sebesar 0.413. Variabel harga berpengaruh signifikan terhadap loyalitas pelanggan sebesar 0.260. Merchandising mempunyai pengaruh yang signifikan terhadap loyalitas pelanggan sebesar 0.295. Variabel kepuasan pelanggan mempunyai pengaruh signifikan sebesar 0.263 terhadap loyalitas pelanggan. Kesimpulan dalam penelitian ini adalah harga, merchandising dan kepuasan pelanggan memiliki pengaruh terhadap loyalitas pelanggan. Kata kunci: Harga, loyalitas, merchandising, kepuasan

scholarly journals PERAN KEPUASAN KONSUMEN MEMEDIASI PENGARUH HARGA TERHADAP LOYALITAS KONSUMEN DALAM BERBELANJA CLOTHING ONLINE MELALUI INSTAGRAM

2019 ◽  
Vol 8 (9) ◽  
pp. 5672
Author(s):  
Ni Luh Putu Anindya Putri Maharani ◽  
Ni Wayan Ekawati
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Consumer Loyalty ◽  
Analysis Method ◽  
The City

The purpose of this study is to explain customer satisfaction and prices as predictors of consumer loyalty in shopping for clothing online in the city of Denpasar. This data collection uses a questionnaire with purposive sampling technique on 88 respondents in Denpasar City, there are 11 indicators and use the Path analysis method. The results show that prices have a positive and significant effect on consumer satisfaction and consumer loyalty to clothing online, customer satisfaction is able to mediate. Respondent data that can be directly seen is that prices have a positive and significant influence on customer loyalty, prices have a positive and significant influence on customer satisfaction, customer satisfaction has a positive and significant influence on customer loyalty, customer satisfaction acts as an intervening variable between price and customer loyalty . Keywords: consumer satisfaction, price and consumer loyalty

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah dan Loyalitas Nasabah Tabungan Britama Pada PT. Bank Rakyat Indonesia (Persero) Tbk Cabang Samarinda

2020 ◽  
Vol 8 (3) ◽  
pp. 199
Author(s):  
Poppy Alvianolita Sanistasya
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Data Collection Methods ◽  
Savings Accounts ◽  
Collection Methods

This study aims to determine: (1) the effect of service quality on customer loyalty; (2) the effect of service quality on customer loyalty; (3) the effect of satisfaction on customer loyalty. The type of research (explanatory effect). Samples of 110 respondents of savings accounts in BRI branch Samarinda. This study uses survey methode and data collection methods using questionnaires. Analysis of data used path analysis. Results of the path analysis can be seen that: (1) service quality variable have a significant effect on customer satisfaction variable; (2) service quality variable have a significant influence on customer loyalty variable; (3) customer satisfaction variable do not have a significant effect on customer loyalty variable.

scholarly journals EFFECT OF BRAND EQUITY AND MARKETING MIX ON CUSTOMER SATISFACTION AND IMPACT ON CUSTOMER LOYALTY

2019 ◽  
Vol 2 (3) ◽  
pp. 206
Author(s):  
Nani Sriyani
Keyword(s):  
Customer Satisfaction ◽  
Path Analysis ◽  
Brand Equity ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Service Marketing ◽  
Marketing Mix ◽  
Brand Strategy ◽  
Marketing Activities ◽  
Number Of Customers

This research is about the activities carried out by PT Bank ICB Bumiputera, Tbk in the use of brand strategy and service marketing mix by looking at its effect on customer loyalty through customer satisfaction.Data processing was done by using path analysis, this research is quantitative with the number of respondents as many as 100 respondents. The results of the first study showed that there is a significant influence between brand equity and marketing mix on customer satisfaction.      The results of the second study show that there is a significant influence of brand quantity, service marketing mix and customer satisfaction on customer loyalty. This research is important information for PT Bank ICB Bumiputera by considering the variables mentioned above so that it can carry out marketing activities that will increase market share and the number of customers

scholarly journals PENGARUH KOMPENSASI FINANSIAL TERHADAP KINERJA KARYAWAN DENGAN MOTIVASI KERJA SEBAGAI VARIABEL INTERVENING PADA KANTOR PUSAT PT. CITRA BUANA PRAKARSA

2016 ◽  
Vol 4 (2) ◽  
pp. 114
Author(s):  
Shinta Wahyu Hati ◽  
Indira Brahmana
Keyword(s):  
Path Analysis ◽  
Significant Influence ◽  
Work Motivation ◽  
Employee Performance ◽  
Descriptive Analysis ◽  
Quantitative Approach ◽  
Analysis Method ◽  
Performance Variable ◽  
Direct Compensation

Abstract: The purpose of this study was to determine the effect of direct com- pensation variable and indirect compensation variable on motivation variable, to determine the effect of direct compensation variable and indirect compen- sation variable on employee performance variable, and to determine the effect of direct compensation and indirect compensation variable on employee per- formance variable with motivation as intervening variable This kind of re- search is explanatory research with quantitative approach by using question- naire. Research sample are 55 employee of PT. Citra Buana Prakarsa. This re- search use descriptive analysis method, path analysis, partially and simul- taneity trial. Statistical calculations show that direct compensation  signify- cantly contributing to work motivation with value 0.347, and indirect compen- sation significantly contributing the work motivation with value 0.379. Direct compensation significantly contributing to employee performance with value0.590. Indirect compensation significantly contributing to employee perfor- mance with value 0.529. The results of this study are direct compensation, indi- rect compensation, and work motivation have a significant influence on em- ployyee performance. Keyword : Compensation, Employee Performance, Motivation

scholarly journals PENGUKURAN KUALITAS PELAYANAN (Servqual – Parasuraman) DALAM MEMBENTUK KEPUASAN PELANGGAN SEHINGGA TERCIPTA LOYALITAS PELANGGAN

2019 ◽  
Vol 4 (1) ◽  
pp. 45-64
Author(s):  
Sinollah Sinollah ◽  
Masruroh Masruroh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Employee Performance ◽  
Survey Method ◽  
Static Test ◽  
Physical Evidence ◽  
The Difference

ABSTRACTThis study aims to analyze customer satisfaction at Mayang Collection, test and explain the effect of servqual dimension service quality (physical evidence, reliability, responsiveness, confidence, and empathy) on customer satisfaction at Mayang Collection, and test and explain the effect of customer satisfaction on customer loyalty on Mayang Collection.The population in this study were customers of the Mayang Collection Kepanjen store who had a member card and made a repeat purchase. Population research or population study so that the number of samples in this study is a number of population, amounting to 93 respondents. The method used in this research is explanatory survey method, which is a method used to explain causal relationships between variables through hypothesis testing (Nazir, 2005).Based on the results of the static test all the indicators in this study are valid, and the variables are reliable. The results of the servqual analysis show that the difference or gap between customer expectations and employee performance has a total average which is at the moderate classification level (Parasuraman table, 1990) or service quality in Mayang Collection stores is quite good. This means that customer satisfaction in terms of quality of service provided at Mayang Collection is quite good. The path analysis test results (path analysis) show that there is no significant influence between servqual dimension service quality (physical evidence, reliability, responsiveness, confidence, and empathy) to customer satisfaction. This proves that service quality has a long-lasting influence in shaping customer satisfaction. And customer satisfaction has a significant influence on customer loyalty. Mayang Collection stores are advised to pay more attention to and improve other factors besides service quality in increasing customer satisfaction, because with increasing customer satisfaction, customer loyalty will be formed easily.Keywords: tangible, reliability, responsiveness, assurance, empathy, customer satisfaction, and customer loyalty

scholarly journals PENGARUH BRAND IMAGE KARTU IM3 INDOSAT TERHADAP KEPUASAN LAYANAN DAN LOYALITAS PELANGGAN (Studi pada PTN dan PTKIN di Kota Malang)

IQTISHODUNA ◽  
2017 ◽  
Vol 12 (1) ◽  
pp. 9-18
Author(s):  
Virgistira Mulya Hutami ◽  
Yayuk Sri Rahayu
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Sampling Method ◽  
Brand Image ◽  
Personal Identification ◽  
Quantitative Approach ◽  
Service Satisfaction ◽  
The Status

The study aims to determine the effect of brand image IM3 to loyalty, either directly or indirectlythrough the satisfaction. This research used a quantitative approach and the respondents which the customersof Indosat IM3 on four Universities in Malang . The data collection used accidental sampling method. Pathanalysis was used to test and analyze hypotheses by considering the classical assumption test. The resultsof the study showed that the brand image significantly affect the service satisfaction and customer loyalty.Indicators of Brand image contributed 47.5% to total customer satisfaction. Meanwhile satisfaction accountedfor 30.7% of customer loyalty. Two indicators of brand image consist of guarantees and social identificationhas no significant effect on customer satisfaction. While, two other indicators of brand image consist ofpersonal identification and status has a significant influence on customer satisfaction. From path analysisknown that there is indirectly influence of the status of personal identification to loyalty through customersatisfaction.

scholarly journals Analisis Pengaruh Kualitas Produk, Harga, dan Citra Merek Terhadap Kepuasan dan Loyalitas Konsumen Safina Fried Chicken

2017 ◽  
Vol 26 (01) ◽  
pp. 59-77
Author(s):  
Didip Diandra
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Analytical Method ◽  
Sampling Method ◽  
Brand Image ◽  
Research Use ◽  
Path Coefficient ◽  
Path Coefficient Analysis

This research aims to analyze of the influence Product Quality, Price, and Brand Image to Customer Satisfaction and the effects to Customer Loyalty on Safina Fried Chicken at Cipinang Muara Jatinegara. Purposive sampling method has been selected to obtain data requires at this study. The research use 50 respondents and respondent’s entire customer Safina Fried Chicken at Cipinang Muara. Path Coefficient analysis used as analytical method in this research. The result of this research shows that: Product Quality, Price, and Brand Image have significant influence on Customer Satisfaction and finally affect the Customer Loyalty simultaneously and partially. The only have dominant influenced to customer satisfaction among all variables was brand image.

scholarly journals PENGARUH KINERJA DRIVER DAN FASILITAS APLIKASI TERHADAP LOYALITAS MELALUI KEPUASAN PELANGGAN (Studi Kasus Gojek Kota Malang)

Profit ◽  
2021 ◽  
Vol 15 (01) ◽  
pp. 74-83
Author(s):  
Ratna Nikin Hardati ◽  
Keyword(s):  
Customer Satisfaction ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Food Delivery ◽  
Transportation Industry ◽  
Driver Performance ◽  
Research Population

Gojek, an online transportation service provider, is a social-spirited company that is leading the revolution in the ojek transportation industry. Gojek partners with experienced ojek riders to be the main solution in shipping goods, ordering food delivery, shopping and traveling in a traffic jam. The purpose of this study is to explain the effect of: Driver Performance on Customer Satisfaction, Effect of Application Facilities on Customer Satisfaction and Effect of Driver Performance and Application Facilities on Loyalty through Customer Satisfaction. This research is a quantitative research. The research population is Gojek customers in Malang City. The number of samples used was determined by the Proportional Random Sampling technique. Data analysis using the path analysis method (Path Analysis). The results showed that there was a significant influence between the performance of the driver on customer satisfaction Gojek; There is a significant influence between facilities on customer satisfaction Gojek; There is a significant influence between driver performance and facilities simultaneously on customer satisfaction) Gojek; There is a significant influence between driver performance on customer loyalty Gojek; The existence of insignificant influence between facilities on customer loyalty Gojek; There is a significant influence between satisfaction on customer loyalty Gojek; and the existence of significant influence between the effect of driver performance, facilities, and satisfaction simultaneously on Gojek customer loyalty.

scholarly journals PENGARUH CITRA MEREK DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN YANG DIMEDIASI OLEH KEPUASAN PELANGGAN MENGGUNAKAN 3SECOND DI KOTA PALU

2020 ◽  
Vol 1 (3) ◽  
pp. 261-270
Author(s):  
Dian Harianti ◽  
Elimawaty Rombe ◽  
Ponirin Ponirin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Brand Image ◽  
Analysis Tool ◽  
Test Hypothesis ◽  
Purposive Sampling

This study aims to study the effect of brand image and service quality on customer satisfaction and customer loyalty. The sample in this study amounted to 100 customers who bought 3Second products in Palu City. Sampling is done by using Purposive Sampling and Accidental Sampling. This research uses  path  analysis  tool  to  test  hypothesis.  The  results  of  this study  indicate  that  brand  image  and service  quality  have  a  positive and  significant  influence  on  customer  loyalty.  Meanwhile,  customer satisfaction also has a positive and significant impact on customer loyalty. This study also shows that to maintain customer loyalty, 3Second should improve the quality of its services and brand image in order to increase customer satisfaction that will impact on high customer loyalty. Penelitian  ini  bertujuan  untuk  mempelajari  pengaruh  citra  merek  dan  kualitas layanan terhadap  kepuasan  pelanggan  dan  loyalitas pelanggan.  Sampel  pada  penelitian  ini  berjumlah 100  pelanggan yang  membeli  produk 3Second di  Kota  Palu.  Pengambilan  sampel dilakukan dengan  menggunakan Purposive  Sampling dan Accidental Sampling.  Penelitian ini menggunakan  alat  analisis path untuk  menguji hipotesis.  Hasil  penelitian  ini  menunjukan bahwa  citra  merek  dan kualitas  layanan  memiliki  pengaruh  positif  dan  signifikan  terhadap loyalitas  pelanggan.  Sementara  itu  kepuasan  pelanggan  juga berpengaruh  positif  dan signifikan  terhadap  loyalitas  pelanggan. Studi  ini  juga  menunjukkan  bahwa  untuk  menjaga loyalitas  pelanggan maka 3Second sebaiknya  meningkatkan  kualitas  layanan  dan  citra mereknya demi untuk meningkatkan kepuasan pelanggan yang akan berimbas pada tingginya loyalitas pelanggannya.

scholarly journals Pengaruh Kepercayaan dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Pengguna Jasa Pengiriman Paket Pada PT. JNE Express Cabang Jember dengan Kepuasan Sebagai Variabel Intervening

2019 ◽  
Vol 6 (2) ◽  
pp. 152
Author(s):  
Frizky Yuniarta ◽  
Ika Barokah S. ◽  
Gusti Ayu Wulandari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Sampling Technique ◽  
Analysis Method ◽  
Positive Relation ◽  
Research Population ◽  
Intervening Variables

This study aims to knowing the influence of trust and service quality to customer loyalty users delivery service package in PT. JNE Express Branch Jember with satisfacton as intervening variables. This study is explanatory research. Population is all customer of PT. JNE Express whoever sent the package. The sampling method for this study was used with purposive sampling technique and it got 104 respondents as samples. Data analysis method is Path Analysis. The result of study showed that path analysis determined the influence of trust toward satisfaction showed positive relation. It indicates that the better trust could increase customer satisfaction. Path analysis determined the influence of trust toward customer loyalty showed positive relation. It indicates that the better trust could increase customer loyalty. Path analysis determined the influence of service quality toward satisfaction showed positive relation. It indicates that the better service quality could increase customer satisfaction. Path analysis determined the influence of service quality toward customer loyalty showed positive relation. It indicates that the better service quality could increase customer loyalty. Path analysis determined the influence of customer satisfaction toward customer loyalty showed positive relation. It indicates that the better customer satisfaction could increase customer loyalty. Keywords: Trust, Customer Satisfaction, Service Quality, Loyalty.

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