scholarly journals PERAN KEPUASAN PELANGGAN MEMEDIASI KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN PADA PT. AIRASIA INDONESIA

2019 ◽  
pp. 315
Author(s):  
Anak Agung Ayu Ratna Maheswari ◽  
Ni Made Asti Aksari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Close Attention ◽  
Mediating Role ◽  
Positive Effect ◽  
Loyal Customers

The amount of activities that requires airline services demands airline companies to provide good quality services to create satisfied and loyal consumers. The purpose of this study is to explain the effect of service quality on customer satisfaction and customer loyalty, the effect of customer satisfaction on customer loyalty, and to explain the mediating role of customer satisfaction in the effect of service quality on customer loyalty of AirAsia airline. Through purposive sampling method, this study uses a sample of 130 AirAsia customers at Ngurah Rai International Airport and Denpasar City, data was collected using questionnaire with a five-point Likert scale to measure 13 indicators, and analysed using path analysis. The result shows that service quality have a positive effect on customer satisfaction and their loyalty on AirAsia airline, customer satisfaction have a positive effect on customer loyalty on AirAsia airline, and customer satisfaction mediates the effect of service quality towards customer loyalty on AirAsia airline. We recommend for AirAsia to pay close attention to the quality of its services by controlling its flight schedule punctuality to satisfy its customers, which in turn will become loyal customers of AirAsia airline.

scholarly journals The Influence of Service Quality, Price, and Environment on Customer Loyalty in the Restaurant's Industry: The Mediating Role of Customer Satisfaction

2021 ◽  
Vol 7 (1) ◽  
pp. 143-154
Author(s):  
Danish Ali ◽  
Mohammad Alam ◽  
Hazrat Bilal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Association ◽  
Restaurant Industry ◽  
Capital City ◽  
Mediating Role ◽  
Service Fairness

The purpose of this research is to examine the influence of service quality (SQ), Price (P) and Restaurant Environment (RE) on customer loyalty (LOY), via the mediating role of customer satisfaction (SAT) in the context of the restaurant industry in the capital city of Pakistan (Islamabad). Five hundred questionnaires were distributed at various restaurants in a different location at Islamabad, and 385 were returned. Multiple Regression Analysis was used to test hypothesis relationships. The outcome of this research shows that SQ, Pand RE have a positive association with the SAT. In contrast, customer satisfaction also leads to customer loyalty. Moreover, customer satisfaction significantly mediates the association among SQ, P, RE, and customer loyalty. The restaurant operators need to consider that good quality of service, fairness in price, pleasant and attractive restaurant the environment can increase customer satisfaction, which often contributes to customer loyalty.

scholarly journals PERAN KEPUASAN PELANGGAN DALAM MEMEDIASI PENGARUH KUALITAS PRODUK TERHADAP LOYALITAS PELANGGAN KFC DI KOTA DENPASAR

2019 ◽  
Vol 8 (12) ◽  
pp. 7349
Author(s):  
Ni Made Desy Shinta Sari ◽  
I Made Jatra
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Significant Positive Effect ◽  
Level Of Satisfaction ◽  
Positive Effect ◽  
Descriptive Statistical Analysis

The purpose of this study was to determine the effect of the role of customer satisfaction in mediating the effect of product quality on customer loyalty. This study located in Denpasar City involved 100 respondents who had consumed KFC more than once with the purposive sampling method, collected through a questionnaire using descriptive statistical analysis techniques and path analysis and sobel test. Based on the results of the analysis it was found that product quality had a significant positive effect on customer satisfaction. The higher the quality provided, the higher the level of satisfaction felt. Product quality has a significant positive effect on customer loyalty. The higher the quality of the product, the higher the level of customer loyalty for a product. Customer satisfaction has a significant positive effect on customer loyalty. The higher the level of customer satisfaction, the higher the level of customer loyalty to the product provided. Customer satisfaction is able to mediate the influence of product quality on customer loyalty. The role of mediation owned by customer satisfaction indirectly affects product quality towards customer loyalty. Keywords: product quality, customer satisfaction, customer loyalty

The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction

2020 ◽  
Vol 32 (3) ◽  
pp. 543-558 ◽  
Author(s):  
Neale J. Slack ◽  
Gurmeet Singh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Policy Makers ◽  
Content Type ◽  
Mediating Role ◽  
Corporate Resources ◽  
Customer Satisfaction And Loyalty

PurposeThe purpose of this study is to determine the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.Design/methodology/approachIn total, 480 supermarket customers participated in an intercept survey in four urban centres of Fiji. Descriptive statistics were used to determine the level of service quality provided by supermarkets, and inferential statistics to determine the gap between customer's service quality expectations and perceptions and to test the research hypotheses.FindingsThe findings indicate service quality of supermarkets is perceived as being unsatisfactory, service quality significantly affects customer satisfaction and loyalty and customer satisfaction partially mediates the relationship between service quality and customer loyalty reducing customer's perceptions of service quality, leading to lower customer loyalty.Practical implicationsThis study provides an indication as to where supermarkets should target their marketing attention and scarce corporate resources and may help in their efforts to service, satisfy, retain and attract more long-term loyal customers in the increasingly competitive supermarket sector. This research could inform government policy makers in sequencing the supermarket sector transformation and assist local supermarkets to adapt to this changing retail landscape.Originality/valueThis study advances our understanding of the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.

scholarly journals Pengaruh Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Nasabah di Bank Muamalat Indonesia Kantor Cabang Yogyakarta

2019 ◽  
Vol 2 (1) ◽  
pp. 136
Author(s):  
Annas Syams Rizal Fahmi ◽  
Faridl Noor Hilal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
T Test ◽  
Good Communication ◽  
Branch Office ◽  
Positive Effect ◽  
Customer Satisfaction And Loyalty

Abstract: Based on the t test, the Service Quality variable influences Customer Satisfaction at the Bank Muamalat Indonesia Branch Office in Yogyakarta, which can be indicated by tcount greater than t table (1,981> 1,290). And in the results of this study, researchers can conclude that the above indicators have been reached by the Bank Muamalat Indonesia Branch Office in Yogyakarta, with the result that the level of quality of services provided by the Bank can be called satisfactory. One of the factors that influence satisfaction is empathy which includes ease of relationship, good communication, personal attention and understanding customer needs. Based on the t test shows that tcount is greater than t table (2,188> 1,290), meaning that the service quality variable has a significant positive effect on the variable customer loyalty. In this study, researchers found results that t count is greater than t table where this indicates that Service Quality has a positive effect on customer loyalty. The researcher in this study concluded the results that Service Quality has a very important influence on Customer Satisfaction and Customer Loyalty (Customer Satisfaction And Loyalty), especially in a case study at Bank Muamalat Indonesia, Yogyakarta Branch Office. الملخص: استنادًا إلى اختبار t ، يؤثر متغير جودة الخدمة على رضا العملاء في المكتب الفرعي لبنك معاملة إندونيسيا في يوجياكارتا ، والذي يمكن الإشارة إليه بحساب أكبر من عدد t الجدولي (1،981> 1،290). وفي نتائج هذه الدراسة ، يمكن للباحث أن يستنتج أن المؤشرات المذكورة أعلاه قد تم الوصول إليها من قبل مكتب فرع بنك معاملة إندونيسيا  مكتب فرع يوجياكارتا ، مما أدى إلى أن مستوى جودة الخدمات التي يقدمها البنك يمكن أن يُعتبر مرضيا. أحد العوامل التي تؤثر على الرضا هو التعاطف الذي يتضمن سهولة العلاقة والتواصل الجيد والاهتمام الشخصي وفهم احتياجات العملاء. بناءً على اختبار t ، يظهر أن عدد t الحسابي أكبر من عدد t الجدولي (2،188> 1،290) ، مما يعني أن متغير جودة الخدمة له تأثير إيجابي كبير على ولاء العملاء المتغير. في هذه الدراسة ، وجد الباحث نتائج تشير إلى أن عدد t الحسابي أكبر من عدد t الجدولي حيث يشير هذا إلى أن جودة الخدمة لها تأثير إيجابي على ولاء العملاء. خلص الباحث في هذه الدراسة إلى نتائج مفادها أن جودة الخدمة لها تأثير مهم على رضا العملاء وولاء العملاء (رضا العملاء وولائهم) ، وخاصة في دراسة حالة في بنك معاملة إندونيسيا ، مكتب فرع  يوجياكارتا. Abstrak: Berdasarkan uji t, variabel Kualitas Layanan mempengaruhi Kepuasan Pelanggan di Kantor Cabang Bank Muamalat Indonesia di Yogyakarta, yang dapat ditunjukkan oleh t hitung lebih besar dari t tabel (1,981> 1,290). Dan dalam hasil penelitian ini, peneliti dapat menyimpulkan bahwa indikator di atas telah dicapai oleh Kantor Cabang Bank Muamalat Indonesia di Yogyakarta, dengan hasil bahwa tingkat kualitas layanan yang diberikan oleh Bank dapat disebut memuaskan. Salah satu faktor yang mempengaruhi kepuasan adalah empati yang meliputi kemudahan dalam hubungan, komunikasi yang baik, perhatian pribadi dan pemahaman kebutuhan pelanggan. Berdasarkan uji t menunjukkan bahwa thitung lebih besar dari ttabel (2,188> 1,290), artinya variabel kualitas layanan berpengaruh positif signifikan terhadap variabel loyalitas pelanggan. Dalam penelitian ini, peneliti menemukan hasil bahwa t hitung lebih besar dari t tabel di mana ini menunjukkan bahwa Kualitas Layanan memiliki efek positif terhadap loyalitas pelanggan. Peneliti dalam penelitian ini menyimpulkan hasil bahwa Kualitas Layanan memiliki pengaruh yang sangat penting pada Kepuasan Pelanggan dan Loyalitas Pelanggan (Kepuasan Pelanggan dan Loyalitas), terutama dalam studi kasus di Bank Muamalat Indonesia, Kantor Cabang Yogyakarta.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PUBLIK DENGAN KEPUASAN PUBLIK SEBAGAI VARIABEL INTERVENING: PERAN NILAI PELANGGAN SEBAGAI MODERASI

2019 ◽  
Vol 4 (3) ◽  
pp. 157-164
Author(s):  
Sefnedi Sefnedi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Birth Certificate ◽  
Hierarchical Regression ◽  
Research Population ◽  
The Relationship

This studyexamined the intervening effect of customer satisfaction on the relationship between service quality and customer loyalty and the role of customer value as moderating. The research population is all entire communities who received service quality of birth certificate issuance in the period of August-December 2014that accounted for 351customers and the numbers of usable samples were 187 customers.In order to test hypotheses, this study performs simple and hierarchical regression analyses. The results of analysis displayed that service quality positively influences customer satisfaction and customer loyalty, customer satisfaction was found to have positive effect on customer loyalty, customer satisfaction was proven as intervening variable on the relationship between service quality and customer loyalty, and customer value moderated the relationship between service quality and customer satisfaction. Keywords:Service Quality, Customer Satisfaction, Customer Value, and Customer Loyalty.

scholarly journals Introducing the Practices of Shariah-Compliant Hotel (Sch) In Shah Alam.

2018 ◽  
pp. 701-709
Author(s):  
Ahmad Pitra ◽  
Amat Taap Manshor ◽  
Jacquline Tham ◽  
Ferdous Azam ◽  
Eddy Yusuf
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Building Design ◽  
Total Sample ◽  
Observation Method ◽  
Innovative Concept

Shariah-Compliant Hotel (SCH) is a new innovative concept in the field of the hotel which is growing rapidly in this upscale business. The purpose of this study is to measure the service Quality of Shariah-Compliant Hotel (SCH) on Muslim Customer in Shah Alam to achieve the objective, the journal uses the observation method which is to spread the questionnaire. The population is all guest that have stayed at Islamic hotel in Shah Alam with a total sample of 120 guests. This study using the convenient sampling method. This finding is helpful to find out the important points in the Shariah-Compliant Hotel to serve as a benchmark that the variables used in this journal. Through this data, businesses can see what guest ‘need and want’ in the SCH concept. This research will emphasize the variable supporting factors of customer satisfaction such as facilities, restaurants, grooming staff, and building design. Overall, all variables, get good responses from respondents, which is more than four (> 4, Agree). Therefore, these four variables are very important to get customer satisfaction that will sustain customer loyalty.

scholarly journals Sustainable Service Quality and Customer Loyalty: The Role of Customer Satisfaction and Switching Costs in the Pakistan Cellphone Industry

2019 ◽  
Vol 11 (8) ◽  
pp. 2408 ◽  
Author(s):  
Noor Ul Hadi ◽  
Nadia Aslam ◽  
Amir Gulzar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Switching Cost ◽  
Customer Base ◽  
Mediating Role ◽  
Managerial Implications ◽  
Current Scenario ◽  
Telecom Sector

Generally, the current scenario in the hyperactive corporate world, and specifically in the telecom sector, renders companies to compete concurrently on two fronts: Expansion of their customer base and the retention of their current customers. In order to explore and examine the latter concept, the current study hypothesizes the effects of sustainable service quality on customer loyalty with a mediating role of customer satisfaction conceptualized through the reciprocity theory. The study also considers the suggested moderating role of switching cost by theorizing the Apostle model. Pertinently, the satisfied customer may not be loyal if the switching cost is low, since the dynamics of the switching cost provide a useful insight into the phenomenon of retaining the customers through customer satisfaction. The research opts for explanatory study where data were conveniently collected. The study has used the PROCESS macro model 4 and 14 to analyze the data. Findings reveal that the role of customer satisfaction is significant but the effect of the switching cost was considered to be insignificant, elucidating that a satisfied customer will remain loyal even if the switching cost is low. It means that sustaining service quality longitudinally did not affect customer loyalty in the presence of a low switching cost. With a view to complement the study, managerial implications of a switching cost have also been discussed.

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