scholarly journals EFFECTS OF SERVICE QUALITY, VALUE PERCEPTION AND LOYALTY ON CUSTOMER SATISFACTION: CASE OF A LOCAL RESTAURANT IN SOUTH BANDUNG, INDONESIA

2021 ◽  
Vol 22 (1) ◽  
pp. 19-29
Author(s):  
Putu Nina Madiawati ◽  
Mahir Pradana ◽  
Sarah Miranda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Quantitative Methods ◽  
Sampling Techniques ◽  
Probability Sampling ◽  
Value Perception ◽  
Analysis Technique ◽  
Quality Value

This study aims to determine how the Effect of Service Quality and Value Perception on Customer Loyalty through Customer Satisfaction as an intervening variable both partially and simultaneously. The method used in this research is descriptive and causality using quantitative methods involving 100 respondents who are customers of Chicken William restaurant in South Bandung, Indonesia. We conducted the research by taking a sample through non-probability sampling techniques with the type of purposive sampling. The analysis technique used in this study is Path Analysis using SmartPLS version 3. The results of the analysis show that Service Quality (X1) and Value Perception (X2) variables have a partial effect on Customer Satisfaction (Y), then Customer Satisfaction (Y) variables influence partial to Customer Loyalty (Z). Then simultaneously, there is the influence of Service Quality (X1) and Value Perception (X2) significantly influence Customer Satisfaction (Y). Then the intervening variable there is the influence of Service Quality (X1) and Value Perception (X2) directly affect Customer Satisfaction (Y), and this variable also influences Customer Loyalty (Z) indirectly through the Customer Satisfaction variable.

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.

scholarly journals Pengaruh Kualitas Layanan terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan sebagai Variabel Intervening (Studi pada Pelanggan Dunkin’ Donuts di Surabaya dan Sidoarjo)

2018 ◽  
Vol 9 (1) ◽  
pp. 43
Author(s):  
Kiki Amelia Dewi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Likert Scale ◽  
Scale Analysis ◽  
Men And Women ◽  
Probability Sampling ◽  
Sample Object

The purpose of this study is to find out is there any influence of service quality on customer loyalty through customer satisfaction as intervening variable on customer Dunkin’ Donuts in Surabaya and Sidoarjo. This research using non-probability sampling with judgemental sampling as sampling category. This research take 220 people as a respondents of the sample object. The respondents of this research is the customer Dunkin 'Donuts men and women aged 18-50 years who have made a purchase and consume directly at the Dunkin' Donuts at least 2 times in the last 3 months. The instruments used is an observation, documentation, interview and questionnaire that analyzed using a Likert scale. Analysis of data using path analysis. The result of this research showed that there is any influence of service quality on customer loyalty through customer satisfaction as intervening variable.  

scholarly journals The Influence of Facility and Service Quality towards Customer Satisfaction and Its Impact on Customer Loyalty in Borobudur Hotel in Jakarta

2017 ◽  
Vol 8 (1) ◽  
pp. 23 ◽  
Author(s):  
Rianto Nurcahyo ◽  
Annisa Fitriyani ◽  
Irma Nur Hudda
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Hospitality Industry ◽  
Analysis Technique

Hotel developments currently grow very rapidly. The emergence of new hotels increases the competition in the hospitality industry. This research aimed to determine the influence of the facilities, the quality of service to customer satisfaction and its impact on customer loyalty in Borobudur Hotel in Jakarta. Data collection were done by distributing questionnaires directly to 360 customers in Borobudur Hotel, Jakarta. The analysis technique used path analysis. The results of this research indicate that the variables of facilities, service quality, and customer satisfaction significantly affect customer loyalty variables simultaneously or partially. In addition, facilities and quality of service variable have a significant effect on customer satisfaction variables.

PENGARUH CITRA MEREK DAN KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN PT. SERASI AUTO RAYA JAKARTA

2021 ◽  
Vol 9 (3) ◽  
Author(s):  
Meilly Yani Yanwar ◽  
Tatag Herbayu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Methods ◽  
Brand Image ◽  
Sampling Technique ◽  
Total Sample ◽  
Sampling Techniques ◽  
Test Results ◽  
Partially Linear ◽  
Analysis Technique

<em>To determine the effect of brand image and service quality on customer satisfaction PT. Serasi Auto Raya (SERA) Jakarta. This research uses quantitative methods. The population of this research is the customers of PT. Serasi Auto Raya (SERA) Jakarta with a total sample of 80 respondents who were taken using a sampling technique using incidental sampling techniques, by filling out a questionnaire on google form. The analysis technique was carried out with simultaneous and partially linear regression. Based on the test results, it is found that brand image has a positive and significant effect on customer satisfaction. Then, service quality has a positive and significant effect on customer satisfaction. Furthermore, brand image and customer satisfaction simultaneously have a significant effect on customer satisfaction at PT. Serasi Auto Raya (SERA) Jakarta.</em>

scholarly journals Pengaruh kualitas layanan terhadap loyalitas pelanggan dengan kepuasan pelanggan sebagai variabel intervening

2020 ◽  
Vol 3 (1) ◽  
pp. 31-38
Author(s):  
Rita Zahara
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Direct Effect ◽  
Customer Loyalty ◽  
Indirect Influence ◽  
Analysis Technique ◽  
Indirect Relationship

This study aims to determine whether the direct effect of service quality on loyalty and indirect influence through customer satisfaction. This type of research is a quantitative associative that discusses the influence of service quality on customer loyalty with customer satisfaction as an intervening variable. The object of research is the users of Gojek service applications during the period of October 2018 to August 2019. The path analysis technique is used to test the hypothesis. The results showed that service quality has an influence on customer satisfaction and customer loyalty, but satisfaction does not significantly affect loyalty so that the indirect relationship between quality and loyalty through customer satisfaction cannot be verified. Implications and suggestions are explained in the article.    

PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA HANA RAMEN KARAWANG

2021 ◽  
Vol 6 (2) ◽  
pp. 28-44
Author(s):  
Nurul Fatimah
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Range Analysis ◽  
Microsoft Excel ◽  
Analysis Technique ◽  
Verification Methods ◽  
Scale Range

Penelitian ini bertujuan untuk mengetahui bukti empiris mengenai Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan melalui Loyalitas Pelanggan sebagai variable intervening di Hana Ramen Karawang. Penelitian dilakukan dengan menggunakan metode deskriptif dan verifikatif. Pengambilan sampel dilakukan dengan metode insidental sampling dengan jumlah sampel 285 responden dari populasi sebanyak 995 orang. Teknik analisis data yang digunakan adalah teknik Scale Range Analysis dan Path Analysis dengan bantuan Methode Successive Intervals (MSI), program komputer Microsoft Excel 2007 dan SPSS versi 17. Dari analisis data penelitian, diperoleh beberapa kesimpulan sebagai berikut: Kualitas Layanan Hana Ramen Karawang berada pada kriteria baik, Kepuasan Pelanggan Hana Ramen Karawang adalah kriteria Puas, Loyalitas Pelanggan Hana Ramen Karawang saat ini pada kriteria setia. Kata Kunci : Kulitas Layanan, Kepuasan Pelanggan, Loyalitas Pelanggan.   This study aims to determine empirical evidence regarding the effect of service quality on customer satisfaction through customer loyalty as an intervening variable in Hana Ramen Karawang. The research was conducted using descriptive and verification methods. Sampling was done by incidental sampling method with a sample size of 285 respondents from a population of 995 people. The data analysis technique used is the Scale Range Analysis and Path Analysis techniques with the help of the Successive Intervals (MSI) Method, Microsoft Excel 2007 computer program and SPSS version 17. From the analysis of research data, the following conclusions are obtained: Service Quality Hana Ramen Karawang is at good criteria, customer satisfaction Hana Ramen Karawang is satisfied criteria, customer loyalty Hana Ramen Karawang is currently on the criteria of loyalty. Keywords: Service Quality, Customer Loyality, Customer Satisfaction.

scholarly journals PERAN KEPUASAN PELANGGAN DALAM MEMEDIASI PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN PT. HONDA DENPASAR AGUNG

2019 ◽  
Vol 8 (5) ◽  
pp. 3166
Author(s):  
I Gusti Ayu Ipik Indraswari ◽  
I Gusti Agung Ketut Sri Ardani
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Key Words ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Analysis Technique ◽  
Minimum Age

The purpose of this study is to examine the role of customer satisfaction in mediating the effect of service quality on customer loyalty at PT. Honda Denpasar Agung Indah Motor in Bali. Research respondents were company customers with a minimum age of 17 years and had purchased a Honda car unit at a PT dealer. Honda Denpasar Agung Indah Motor. The number of research respondents was set at 110 respondents using the sampling technique that was purposive sampling. Data was collected through questionnaires. The data analysis technique used is the path analysis technique and the sobel test. The results showed that service quality has a positive and significant effect on customer loyalty, service quality has a positive and significant effect on customer satisfaction, customer satisfaction has a positive and significant effect on customer loyalty at PT. Honda Denpasar Agung Indah Motor.   Key words : service quality, customer satisfaction, customer loyalty.

scholarly journals PENGARUH SERVICE RECOVERY TERHADAP LOYALITAS KONSUMEN MELALUI KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING (Studi pada Nasabah Bank BRI Cabang Malang)

2020 ◽  
Vol 4 (2) ◽  
pp. 210
Author(s):  
Shofi ‘Aliyatul Himmah
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Indirect Effect ◽  
Quantitative Methods ◽  
Service Recovery ◽  
Data Retrieval ◽  
Sampling Techniques ◽  
Consumer Loyalty ◽  
Analysis Technique

Tujuan dari penelitian ini adalah untuk mengetahui pengaruh pemulihan layanan terhadap loyalitas konsumen dengan kepuasan pelanggan sebagai variabel intervening di BRI Bank cabang Malang. Penelitian ini menggunakan metode kuantitatif. Pengambilan sampel dilakukan dengan menggunakan teknik sampling insidental. Sampel yang diambil untuk penelitian ini adalah 100 nasabah Bank BRI Cabang Malang. Pengambilan data dilakukan dengan menggunakan kuesioner. Teknik analisis data yang digunakan adalah analisis jalur. Penelitian ini menyimpulkan bahwa pemulihan layanan berpengaruh terhadap loyalitas pelanggan, pemulihan layanan berpengaruh terhadap kepuasan pelanggan, kepuasan pelanggan mempengaruhi loyalitas pelanggan dan pemulihan layanan memiliki efek tidak langsung terhadap loyalitas pelanggan melalui kepuasan pelanggan.Kata kunci: Pemulihan Layanan, Kepuasan Pelanggan, Loyalitas Konsumen, Bank BRI, Bank BRI Cabang MalangThe purpose of this study was to determine the effect of service recovery on consumer loyalty with customer satisfaction as an intervening variable at the Malang branch of BRI Bank. This research uses quantitative methods. Sampling is done using incidental sampling techniques. The samples taken for this study were 100 customers of Malang Branch BRI Bank. Data retrieval is done using a questionnaire. The data analysis technique used is path analysis. This study concludes that service recovery has an effect on customer loyalty, service recovery has an effect on customer satisfaction, customer satisfaction influences customer loyalty and service recovery has an indirect effect on customer loyalty through customer satisfaction.Keywords: Service Recovery, Customer Satisfaction, Consumer Loyalty, Bank BRI, Malang Branch BRI Bank

scholarly journals Kontribusi Kualitas Layanan terhadap Kepuasan Serta Dampaknya pada Loyalitas Pelanggan

The Winners ◽  
2009 ◽  
Vol 10 (2) ◽  
pp. 128
Author(s):  
Cecep Hidayat ◽  
Putri Melinda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Analysis Technique ◽  
Main Instrument

The purpose of this research is to find contribution of service quality towards building customer satisfaction, and the contribution of service quality towards customer loyalty, and the contribution of both service quality and customer satisfaction towards customer loyalty simultaneously, and find out whether there is any contribution of customer satisfaction to customer loyalty. The type of research used is associative survey and the analysis technique used is path analysis. The data are obtained through a survey with questionaire as the main instrument. This questionnaire is distributed to customers of Indosat  BlackBerry ISATBB community. Results showed that there are positive and significant contributions of service quality towards customer satisfaction, customer satisfaction to customer loyalty, and service quality to customer loyalty all directly or indirectly.

scholarly journals Building Customer Loyalty through Service Quality and Customer Trust with Customer Satisfaction as an Intervening Variable (Empirical Study at PT. Bank Cimb Niaga Medan Pemuda)

2021 ◽  
Vol 8 (11) ◽  
pp. 240-245
Author(s):  
Femmy Melany Primadany ◽  
Amrin Fauzi ◽  
Paham Ginting
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Empirical Study ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Data Analysis Technique ◽  
Analysis Technique ◽  
Spss Software ◽  
Customer Trust

The purpose of this study was to determine customer loyalty through service quality and customer trust with customer satisfaction as an intervening variable, empirical study at PT. Bank Cimb Niaga Medan Pemuda. This type of research is associative research. The research sample was 99 customers of CIMB Niaga Pemuda Medan. The data analysis technique uses path analysis and is processed using SPSS software. The results of this study indicate that service quality, customer trust, and customer satisfaction positively and significantly effect customer loyalty. Keywords: Customer Loyalty, Service Quality, Customer Trust, Customer Satisfaction.

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