scholarly journals PERSEPSI NILAI PELANGGAN MEMEDIASI PENGARUH KEPERCAYAAN MEREK DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN BERBELANJA ONLINE (STUDI KASUS PADA ZALORA ONLINE SHOP)

2018 ◽  
Vol 7 (5) ◽  
pp. 2353
Author(s):  
Dicka Puspita Ayu ◽  
Eka Sulistyawati
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Positive Impact ◽  
Analytical Data ◽  
Brand Trust ◽  
Significant Positive Effect ◽  
Positive Effect

ABSTRACT The purpose of this study is the role of customer value perception mediate brand trust and quality of service on customer loyalty online shopping (case study on Zalora Online shop). This research was conducted in Zalora Online shop with analytical data path analysis technique. The number of samples obtained by using non-probability sampling method is 150 respondents. Based on the results of the analysis can be known brand trust has a significant positive effect on customer loyalty. Quality of service has a significant positive effect on customer loyalty. Brand trust has a significant positive effect on the perception of customer value. Quality of service has a significant positive effect on the perception of customer value. The perception of customer value has a significant positive effect on customer loyalty. Customer value perceptions mediate the positive impact of brand trust and service quality on customer loyalty shopping at Zalora Online shop.   Keywords: Customer value, brand trust, service quality, customer loyalty

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan Pada Sari Ater Hotel & Resort Subang

2020 ◽  
pp. 179-199
Author(s):  
Nelli Sulistiana ◽  
Iwan Henri Kusnadi ◽  
Ade Nawawi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Customer Loyalty ◽  
Level Of Service ◽  
Significant Positive Effect ◽  
High Level ◽  
Positive Effect

Tujuan peneliti melakukan penelitian ini adalah untuk mengetahui seberapa besar tingkat kualitas pelayanan dan tingkat loyalitas pelanggan pada Sari Ater Hotel & Resort Subang, serta untuk mengetahui seberapa besar pengaruh kualitas pelayanan terhadap loyalitas pelanggan. Dari hasil penelitian bahwa tingkat kualitas pelayanan pada Sari Ater Hotel & Resort Subang berada pada tingkat cukup tinggi, dan untuk tigkat loyalitas pelanggannya berada pada tingkat cukup tinggi pula. Adapun pengaruh kualitas pelayanan (X) terhadap loyalitas pelanggan (Y) memiliki pengaruh positif signifikan yakni sebesar 70,4%, sedangkan 29,6% sisanya dipengaruhi oleh faktor lain yang tidak diteliti oleh peneliti.   The objective of the researcher conducting this research is to find out how much the level of service quality and level of customer loyalty at Sari Ater Hotel & Resort Subang, and to find out how much influence the quality of service on customer loyalty. From the results of the study that the level of service quality at Subang Sari Ater Hotel & Resort is at a fairly high level, and for the level of customer loyalty is at a fairly high level too. The effect of service quality (X) on customer loyalty (Y) has a significant positive effect of 70.4%, while the remaining 29.6% is influenced by other factors not examined by researchers.    

scholarly journals Customer Loyalty: Quality of Service

2019 ◽  
Vol 3 (1) ◽  
pp. 299 ◽  
Author(s):  
Apri Budianto
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Customer Loyalty ◽  
Null Hypothesis ◽  
Survey Method ◽  
Working Hypothesis ◽  
Positive Effect ◽  
Loyal Customers

This article focuses on the influence of service quality on customer loyalty to modern market customers. This article is motivated by the increasing number of modern market customers caused by the quality of service that affects the increasing loyalty of customers. The formulation of the problem in this article is how the quality of service influence on customer loyalty. The working hypothesis in this article is: "Service Quality positively affects customer loyalty".The method employed in making this article was done to get a picture of the effect of service quality on customer loyalty to modern market customers. Data were collected through data collection techniques in the field using explanatory survey method. Customer loyalty is influenced by the service quality of 38.30%. This means that customer loyalty is only affected a small portion of service Quality of 38.30%. Thus tcount> ttable was 3.421> 1.667. Then the null hypothesis (Ho) is rejected. This means that service quality has a positive effect on customer loyalty.Service Quality positively affects customer loyalty, meaning the better the quality of service provided the more loyal customers.

scholarly journals PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEGABAI VARIABEL INTERVENING PADA PENGGUNA OJEK ONLINE GRAB (STUDI PADA MAHASISWA STIE TAMANSISWA BANJARNEGARA)

Medikonis ◽  
2020 ◽  
Vol 11 (1) ◽  
pp. 1-15
Author(s):  
Lustono Lustono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Negative Relationship ◽  
Sampling Technique ◽  
Significant Positive Effect ◽  
The Relationship ◽  
Positive Effect

ABSTRACT This study aims to determine the effect of service quality with price on customer loyalty through customer satisfaction as an intervening variable. STIE Tamansiswa Banjarnegara case study. In this study the independent variable consists of service quality and price, the intervening variable is customer satisfaction and the dependent variable is customer loyalty. The population of this study is 203 the total number of active students of STIE Tamansiswa Banjarnegara. While the sample of this study was 135 respondents. With accidental sampling technique. The type of research data is primer and data collection techniques using questionnaires. The results showed that partially the quality of service did not have a significant positive effect on customer loyalty. Price has a significant positive effect on customer loyalty. Service quality has a significant positive effect on customer satisfaction. Price has a significant positive effect on customer satisfaction. Customer satisfaction has a positive effect on customer loyalty. Customer satisfaction does not mediate the relationship between customer satisfaction and customer loyalty. Customer satisfaction can mediate a negative relationship between price and customer loyalty.

scholarly journals Effect on Administration Policies, the Public Service Quality and Satisfaction on the System Administration Manunggal under One Roof in Indonesia

2017 ◽  
Author(s):  
Isa Ansari. K ◽  
Rahman Kadir ◽  
Ansar
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Negative Impact ◽  
Policy Formulation ◽  
Significant Positive Effect ◽  
The Public ◽  
System Administration ◽  
Positive Effect ◽  
Evaluation Of Policies

This paper aims to test and analyze the influence of the Administration in the form of policy formulation, implementation and evaluation of the quality of service and the satisfaction of the public. This research was conducted on The Office of System Administration Manunggal under One Roof in Indonesia with a population of 5.292 people and carried out with formulations Slovin on the precision of 5% with a total sample of 372 respondents. The study's hypotheses were tested using a model of Structural Equation Model (AMOS ver. 18). The study found that 1) directly in policy formulation and evaluation of policies and significant positive effect on the quality of service, while the implementation of policies have a positive impact and no significant effect on the quality of service; 2) direct policy formulation and evaluation of policies and significant positive effect on public satisfaction, and implementation of policies and no significant negative effect on public satisfaction; 3) the quality of the service directly positive and significant impact on public satisfaction; and 4) indirectly policy formulation and evaluation of policies through quality service and significant positive effect on public satisfaction, while policy implementation indirectly through service quality and no significant negative impact on public satisfaction.

scholarly journals Effect of marketing mix and service quality on customer satisfaction and loyalty (A study on PT. Mutiara Cemerlang Utama Bali)

2021 ◽  
Vol 4 (2) ◽  
pp. 77-84
Author(s):  
Ni Nyoman Ardani ◽  
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Marketing Mix ◽  
Partial Least Square ◽  
Analysis Tool ◽  
Significant Positive Effect ◽  
Positive Effect ◽  
Customer Satisfaction And Loyalty

The COVID – 19 pandemic been made bad impact all tourism sector. Travels agents need to be adapted to pandemic condition to survive in this current situation. The purpose of this research is to test the influence of marketing mix, quality of service on customer satisfaction and loyalty. This study took samples on the research population customers of PT. Mutiara Cemerlang Utama Bali who buys domestic and international flight tickets, makes hotel room reservations, tour package, India pilgrimage tours, assistant to make passport and visa extension. This research leads to descriptive and verificative research called explanatory research. The data was collected by interviewing and disseminating questionnaires by purposive sampling method processed using Partial Least Square (PLS) analysis tool, the number of samples used by 120 samples. The results obtained in this study are that the marketing mix has a significant positive effect on customer satisfaction, the quality of service has a significant positive effect on customer satisfaction, but marketing mix and quality of service have a positive effect on customer loyalty. This is due to several factors that affect such as the price competition of travel agents. Customer satisfaction has a positive and significant effect on customer loyalty.

scholarly journals ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN DAMPAKNYA PADA LOYALITAS PELANGGAN DIKLAT KETERAMPILAN PELAUT DI PIP SEMARANG

2019 ◽  
Vol 6 (1) ◽  
pp. 44-57
Author(s):  
Prapti Utami
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Skill Training ◽  
Significant Positive Effect ◽  
Research Model ◽  
Regression Test ◽  
Positive Effect ◽  
Customer Satisfaction And Loyalty ◽  
Variable Quality

The findings on empirical phenomena are related to the fluctuation of the Sailors Skill Training participants and are still below the target of the assigned participants. Searches of previous studies found that testing on the effect of service quality on customer loyalty still showed inconclusive results. Based on the empirical and theoretical phenomena that have been mapped, this research is intended to examine about customer loyalty.The research model involves variable quality of service, customer satisfaction and loyalty. The data were obtained through interview with  questionnaires to participants of Sailor skill training at Polytechnic Science of Semarang Sailing which amounted to 95 people. The data obtained are then analyzed by Double Regression Test. The result of multiple regression test showed that service quality proved to have a positive significant effect on satisfaction, satisfaction proved to have a significant positive effect on customer loyalty and service quality proved to have a significant positive effect on customer loyalty.

scholarly journals Tingkat Kepatuhan Wajib Pajak Badan dalam Memenuhi Kewajiban Perpajakannya Melalui Pemeriksa Pajak, Kesadaran dan Kualitas Pelayanan pada KPP Pratama Semarang Barat

2020 ◽  
Vol 5 (1) ◽  
pp. 1-15
Author(s):  
Belia Natasya Putri ◽  
Ira Septriana
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Tax Compliance ◽  
Research Data ◽  
Significant Positive Effect ◽  
The West ◽  
Tax Audit ◽  
Positive Effect ◽  
Multiple Analysis

The purpose of this study is to determine the level of compliance of the Corporate Taxpayer in meeting tax obligations by increasing tax auditors, awareness and service quality at the West Semarang Pratama Tax Office. This study uses the population of Corporate Taxpayers registered at the West Semarang Pratama Tax Office with a population in 2018 of 11,723 Corporate Taxpayers. The number of samples used was 100 Corporate Taxpayers from the West Semarang Pratama Tax Office. In this study, the authors used multiple analysis tools to analyze the research data. This study has the result that there is a significant influence between tax auditors with taxpayer compliance, which means that more tax auditors can make taxpayers have increased awareness. The second hypothesis is that there is a significant positive effect between tax awareness and tax compliance. This means that the higher the level of tax awareness, the higher the taxpayer compliance. The last hypothesis has the result that there is a significant positive effect between service quality with taxpayer compliance. These results can be interpreted that if the quality of service for taxpayers has increased the taxpayers will be more obedient. Keywords : Tax Audit; Awareness; Service Quality; Tax ComplianceTujuan dari penelitian ini adalah untuk menentukan tingkat kepatuhan WP Badan dalam memenuhi kewajiban pajak dengan meningkatkan pemeriksa pajak, kesadaran dan kualitas layanan di KPP Pratama Semarang Barat. Penelitian ini menggunakan populasi pada WP Badan yang terdaftar di KPP Pratama Semarang Barat dengan jumlah populasi pada tahun 2018 sejumlah 11.723 WP Badan. Jumlah sampel yang digunakan adalah 100 WP Badan dari KPP Pratama Semarang Barat. Dalam penelitian ini penulis menggunakan alat analisis berganda guna menganalisis data hasil penelitian. Penelitian ini mempunyai hasil yaitu bahwa ada pengaruh yang signifikan antara pemeriksa pajak dengan kepatuhan wajib pajak, yang mempunyai arti bahwa lebih banyak pemeriksa pajak yang dapat membuat para wajib pajak itu mempunyai kesadaran yang meningkat. Hasil hipotesis yang kedua yaitu ada pengaruh positif signifikan antara kesadaran pajak dengan kepatuhan wajib pajak. Hal tersebut mempunyai arti bahwa semakin tinggi tingkat kesadaran pajak, maka semakin tinggi kepatuhan wajib pajak. Hipotesis yang terakhir mempunyai hasil yaitu ada pengaruh positif yang signifikan antara kualitas layanan dengan kepatuhan wajib pajak. Hasil tersebut dapat diartikan bahwa jika kualitas layanan terhadap wajib pajak mengalami peningkatan maka wajib pajak akan semakin patuh.Kata Kunci: Pemeriksa Pajak; Kesadaran; Kualitas Layanan; Kepatuhan Pajak

scholarly journals Pengaruh Promosi Media Sosial,Word Of Mouth Dan Kualitas Layanan Terhadap Minat Beli Konsumen (Studi Kasus Pada Toko Raja Hp Tenggarong

2021 ◽  
Vol 21 (1) ◽  
pp. 84-101
Author(s):  
Muhammad Saifulloh ◽  
Sugeng Raharjo
Keyword(s):  
Social Media ◽  
Quality Of Service ◽  
Data Analysis ◽  
Service Quality ◽  
Purchase Intention ◽  
Word Of Mouth ◽  
Significant Positive Effect ◽  
Independent Variables ◽  
Positive Effect

  Abstract:                The purpose of this study was to determine the effect of promotion through social media, word of mouth and service quality on buying interest at Raja HP ​​Tenggarong simultaneously and partially. The number of respondents is 100 respondents. The results of this study indicate that simultaneously all independent variables (Promotion through social media, Word of Mouth and Service Quality) in this study have a significant effect on the dependent variable (Purchase Interest) with a significance value of 0.000 <0.05 and F count > F table ( 50,528 > 2.70). Partially, Social Media Promotion Variables have no significant effect on buying interest. Word of Mouth and Service Quality variables have a significant positive effect on Purchase Intention. Based on the results of data analysis, the dominant variable influencing buying interest is service quality. Adjusted R Square of 0.600 equals 60%. This value indicates that 60% of buying interest is influenced by promotions through social media, Word Of Mouth, and Service Quality, while the remaining 40% is influenced by other factors.   Keywords: Promotion, Social Media, Word Of Mouth, Quality of Service, and Purchase Interest

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA TERHADAP LOYALITAS PELANGGAN

2020 ◽  
Vol 8 (2) ◽  
pp. 117-122
Author(s):  
Sri Rahayu ◽  
Lela Nurlaela Wati
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Sampling Techniques ◽  
Equal Opportunities ◽  
Positive Effect

This study aims to analyze empirical evidence of the effect of service quality on customer satisfaction and its impact on customer loyalty at PT Indovisual Service Solution Jakarta. Samples in this study were 124 customers, probability sampling techniques, namely sampling techniques that provide equal opportunities for each element (member) of the population to be selected as sample members. Analysis of the data used is Structural Equation Modeling (SEM). empirical research results Service quality has a positive and significant effect on customer satisfaction. These results indicate that by improving the quality of service, customers will feel satisfied with the services provided. Service Quality has a positive and significant effect on customer loyalty. These results indicate that by improving the quality of service, customers will feel loyal and will continue to use the services of PT Indovisual Service Solution. Customer satisfaction does not have a significant positive effect on customer loyalty. This means that the lower the customer satisfaction, customer loyalty will also decrease the quality of service has a positive and significant effect on customer loyalty. These results indicate that by improving the quality of service, customers will feel loyal and will continue to use the services of PT Indovisual Service Solution

scholarly journals Analysis of Increasing Customer Value Through Quality of Service and Consumer Perception (Study of Indomaret Tangerang customers)

2019 ◽  
Author(s):  
Ismayudin Yuliyzar
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Customer Value ◽  
Consumer Perceptions ◽  
Consumer Perception ◽  
Positive Effect

The development of modern retail has increasing rapidly. The increase in modern retail is influenced by theincreasing number of consumers who want to shop easily and comfortably.The purpose of this study was todetermine the effect of service quality and consumer perceptions of customer value on Indomaret consumers inPermata villa Tangerang. Data collection was obtained from distributing questionnaires and processed usingSPSS software version 24. The sample of this study was 72 respondents of Indomaret villa Permata consumers,the method used was incidental sampling.The results of this study partially address the Service Quality Variable(X1) has a positive effect on Customer Value (Y) because the value of t is 9,656&gt; from t table of 1.66691.Consumer Perception (X2) has a positive effect on Customer Value (Y) because the value of t arithmetic of8.620&gt; of t table of 1.66691. Simultaneously Service Quality Variable (X1) and Consumer Perception (X2) havea positive effect on Customer Value (Y) because the calculated F value of 62.670, with a coefficient ofdetermination of 0.654, or 65.4% is the remainder influenced by factors not researched.

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