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 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 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 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.

scholarly journals PERAN KEPUASAN PELANGGAN DALAM MEMEDIASI PENGARUH INOVASI PRODUK TERHADAP LOYALITAS PELANGGAN (Studi pada Konsumen Warunk Upnormal)

2019 ◽  
Vol 8 (12) ◽  
pp. 7177
Author(s):  
Dinda Sukma Rangga Wati ◽  
I.G.A.K Sri Ardani
Keyword(s):  
High School ◽  
Customer Satisfaction ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Product Innovation ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Purposive Sampling ◽  
Analysis Technique ◽  
The City

As the development of the culinary business is quite rapid, it requires businesses to develop and innovate a product that suits the needs and tastes of consumers. One of the products that is currently superior is Warunk Upnormal. The purpose of this study is to examine the effect of Product Innovation on Customer Loyalty through customer satisfaction Warunk Upnormal.The variables studied in this study were product innovation, customer satisfaction and customer loyalty. The number of samples taken is 100 consumers of Warunk Upnormal with a purposive sampling method that has the criteria of ever buying a product and visiting the Warunk Upnormal, domiciled in the city of Denpasar, and educated last high school. Data was collected through questionnaires. The analysis technique used is path analysis and supported by the sobel test.Based on the results of the analysis found that product innovation variables have a positive and significant effect on Warunk Upnormal customer satisfaction, product innovation variables have a positive and significant effect on Warunk Upnormal customer loyalty, customer satisfaction variables have a positive and significant effect on Warunk Upnormal customer loyalty, and customer satisfaction variables mediate influence product innovation towards customer loyalty in the City of Denpasar.   Keywords: product innovation; consumer satisfaction; customer loyalty; warunk upnormal.

scholarly journals Pengaruh Promosi dan Distribusi Terhadap Kepuasan Pelanggan Pada PT Tiga Serangkai Internasional Cabang Bandung

2020 ◽  
Vol 3 (2) ◽  
pp. 1
Author(s):  
Anang Martoyo ◽  
Fajar Mahardika
Keyword(s):  
Data Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Path Analysis ◽  
Random Sampling ◽  
Research Method ◽  
Sampling Method ◽  
Sampling Technique ◽  
Analysis Method ◽  
Customer Trust

The objectives of the research are to know the responses about promotion, distribution, customer satisfaction, and customer trust, also to analyze the influence of promotion and distribution to customer satisfaction and its implication on customer trust. The population in this study is PT. Tiga Serangkai International in the reater Bandung Region. The research method used in this research is descriptive and verification research method with a sample size of 90 respondents, data collection by interview using a questionnaire, observation and literature. Sampling technique using the "Disproportionate Starfied Random Sampling" method. Data analysis method used is path analysis. The results showed that promotion and distribution simultaneously influence customer satisfaction, partially promotion and distribution have a significant effect on customer satisfaction. Promotion gives an influence on customer satisfaction by 16%, while distribution gives an effect of 75.9%. The contribution of promotion and distribution variables to customer satisfaction is 73.7%, the remaining 26.3% is the contribution of the variables not included in the study

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

scholarly journals PENGARUH BAURAN PROMOSI, KUALITAS PELAYANAN, DAN CITRA PERUSAHAAN TERHADAP KEPUASAN JAMAAH UMROH AL-SHAHBA MALANG MELALUI KEPERCAYAAN JAMAAH SEBAGAI VARIABEL INTERVENING

2020 ◽  
Vol 14 (2) ◽  
pp. 161-172
Author(s):  
Maulidia Wulan Anggraini ◽  
Tin Agustina Karnawati ◽  
Widi Dewi Ruspitasari
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Path Analysis ◽  
Significant Influence ◽  
Sampling Technique ◽  
Corporate Image ◽  
Coefficient Of Determination ◽  
Purposive Sampling ◽  
Independent Variables ◽  
Variable Population

The purpose of the research is to determine the effect of the promotion mix, service quality, and company image toward satisfaction of Al-Shahba Malang pilgrims through the pilgrims’ trust as an intervening variable. Population of this research is based on consumer who choosing and using Al-Shahba Malang’s umrah package in 2016-2018 as many 276 people. Sample used in this research covers 163 consumer using purposive sampling technique. In this research, the data collection techniques is by questionnaires, interviews, observations, and documentations. The data gained from questionnaires was analyzed by using instrument test, path analysis, hypoteshis testing and the coefficient of determination with SPSS 21.0 version. The research proves that the three independent variables : promotion mix, service quality, and corporate image, has a positive and significant influence on the pilgrims’ trust. The promotion mix, service quality, and corporate image has a positive and significant influence on the pilgrims’ satisfaction. The pilgrims’ trust has a positive and significant influence on the pilgrims’ satisfaction. And the promotion mix, service quality, corporate image has a positive and significant indirect influence on the pilgrims’ satisfaction through pilgrims’ trust as an intervening variable.

scholarly journals Analisis Pengaruh Pelayanan Perusahaan terhadap Loyalitas Pelanggan (Studi Pada Bengkel Resmi Yamaha Adhi Motor di Rembiga Mataram)

2020 ◽  
Vol 1 (1) ◽  
pp. 16-22
Author(s):  
Miftah Ruli Hartanto ◽  
Sri Darwini ◽  
Lalu M. Furkan
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Sampling Technique ◽  
Sample Survey ◽  
Average Score ◽  
Consumer Loyalty ◽  
Chi Square ◽  
Contingency Coefficient ◽  
Data Collection Technique ◽  
Chi Square Analysis

This study aims to determine how the level of customer satisfaction, as well as to determine whether the level of customer satisfaction has a significant effect on customer loyalty at the Yamaha Adhi Motor Official Workshop in Rembiga Mataram. This type of research is descriptive research and data collection techniques used are questionnaires, interviews, observation, and documentation. This research was conducted at the Yamaha Adhi Motor Workshop in Rembiga Mataram, the data collection technique used a sample survey technique and the determination of respondents using purposive sampling technique where as many as 50 people were made respondents. The data collection tool used in this study was a questionnaire, in which the variables were analyzed qualitatively using a Likert scale and quantitatively using chi square analysis. Based on the research that has been done, it shows that consumers at the Yamaha Adhi Motor Workshop in Rembiga Mataram are 35 people (70%) who are very satisfied with the elements of service provided, 10 respondents (20%) are satisfied, and the remaining 5 people (10 %) expressed dissatisfaction. The results of the calculation with the average score of the level of consumer loyalty, as many as 21 people (42%) have a level of loyalty at the Yamaha Adhi Motor Official Workshop are very loyal, 11 people (22%) say they are loyal, while the remaining 18 people (36%) stated loyal enough. Quantitatively, to test the proposed hypothesis and analyze the effect of the independent variable on the dependent variable, the calculation results obtained by the X2 value is 18.25 and this value is greater than the X2 table value of 9.49 at α = 0.05 and df = 4, which proves that customer satisfaction has significant influence on the level of consumer loyalty, because X2h> X2t. Furthermore, it is also known that the level of closeness of the relationship between variables is strong, as evidenced by the contingency coefficient (C) of 0.52, which is close to the Cmaximal value of 0.71, which in fact fulfills the requirement that the C value is greater than half the C max value.

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.

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