scholarly journals PENGARUH CUSTOMER DELIGHT TERHADAP CUSTOMER LOYALTY DENGANSERVICE QUALITY SEBAGAI VARIABEL MODERASI

2020 ◽  
Vol 9 (1) ◽  
pp. 278
Author(s):  
A. A. Ayu Mutiara Sari ◽  
Tjokorda Gede Raka Sukawati
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Service Quality ◽  
Sample Size ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Purposive Sampling ◽  
Analysis Techniques ◽  
Customer Delight

The purpose of this study was to analyze the effect of customer delight on customer loyalty with service quality as a moderating variable (Study at Livingstone Café & Bakery Seminyak Bali). This research was conducted at Livingstone Café & Bakery Seminyak Bali with data analysis techniques Moderation Regression Analysis (MRA). The sample size obtained by using purposive sampling method as many as 120 respondents. Based on the results of the analysis it can be stated that customer delight has a positive and significant effect on consumer customer loyalty at Livingstone Café & Bakery Seminyak Bali. Service quality moderated the influence of customer delight on consumer customer loyalty at Livingstone Café & Bakery Seminyak Bali. Suggestions that can be recommended for Livingstone Café & Bakery Seminyak should pay more attention to fair service regarding products, prices and services from staff of Livingstone Café & Bakery Seminyak Bali. Keyword : customer delight, service quality, customer loyalty  

scholarly journals Pengaruh SePENGARUH SERVICE QUALITY TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER DELIGHT SEBAGAI VARIABEL MEDIASIrvice Quality Terhadap Customer Loyalty Dengan Customer Delight Sebagai Variabel Mediasi

2020 ◽  
Vol 9 (1) ◽  
pp. 384
Author(s):  
I Gusti Jaya Khrisna Putra ◽  
Gede Suparna
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Path Analysis ◽  
Sample Size ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Analysis Data ◽  
Analysis Techniques ◽  
Customer Delight ◽  
Service Training

The purpose of this study was to analyze the effect of service quality on customer loyalty with customer delight as a mediating variable. This research was conducted at Gardin Bistro & Patisserie Seminyak Bali with Path Analysis data analysis techniques. The sample size obtained by using purposive sampling method as many as 130 respondents. Based on the results of the analysis it can be stated that Service quality has a positive and significant effect on customer loyalty, service quality has a positive and significant effect on customer delight, customer delight has a positive and significant effect on customer loyalty. The results of the study also found that customer delight mediated the influence of service quality on customer loyalty positively and significantly. Gardin Bistro & Patisserie Seminyak Bali needs to rejuvenate the facilities provided and improve the appearance of staff by providing work clothes every year so that the employees are clean and tidy. Management must re-educate every staff who works by providing service training so that they can better serve consumers. Keywords: service quality, customer delight, customer loyalty

scholarly journals Analisis Pengaruh Dimensi Kualitas Jasa pada Loyalitas Pelanggan

2011 ◽  
Vol 2 (1) ◽  
pp. 356
Author(s):  
Rita Rita
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Service Management ◽  
Future Research ◽  
Five Dimensions ◽  
Purposive Sampling

This study evaluates the influence of service quality on customer loyalty in motorbike and saloons hairdressing shops in Yogyakarta. The service quality is measured using five dimensions: reliability, responsiveness, assurance, empathy, and tangibles. The service quality is indeed considered the strongest competitive weapon by many organizations with respect to service. Sample is chosen utilizing purposive sampling method. 220 respondents of motorbike and 215 respondents of saloons hairdressing shops are employed. Data analysis is then conducted using regression analysis. This research finds that the five dimensions of service quality significantly influence the customer loyalty to employees and customer loyalty to the business. The dimension of tangibles strongly influences the customer loyalty to the business. To marketers, this finding provides for a long-term perspective of service management. In the conclusion, several suggestions for future research are given, which is to broaden service types so as to acquire higher generalization with more varied population. 

scholarly journals Pengaruh Kesadaran WP, Kualitas Pelayanan, Kewajiban Moral, Sanksi, Pemeriksaan Pada Kepatuhan WP Hotel BAPENDA Badung

2019 ◽  
Vol 28 (2) ◽  
pp. 1464
Author(s):  
Putu Arisna Dewi ◽  
I Ketut Jati
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Service Quality ◽  
Sampling Method ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Moral Obligations ◽  
Analysis Techniques ◽  
Positive Effect ◽  
Awareness Service

The purpose of this study was to determine the effect of taxpayer awareness, service quality, moral obligations, tax sanctions and tax audits of hotel taxpayer compliance in the Regional Revenue Agency of Badung Regency. The number of samples used is 96 hotel taxpayers in the Regional Revenue Agency of Badung Regency. The research instrument used was a questionnaire with data analysis techniques namely multiple linear regression analysis. The sample used was determined by the nonprobability sampling method, namely incidental sampling. Based on the results of this study it was found that variable awareness of taxpayers, service quality, moral obligations, tax sanctions and tax audits had a positive effect on hotel taxpayer compliance in the Regional Revenue Agency of Badung Regency. That is, the better awareness of taxpayers, service quality, moral obligations, tax sanctions and tax audits will encourage hotel taxpayers to fulfill their tax obligations. Keywords: Awareness, service quality, obligations, taxpayer compliance, tax sanctions.

scholarly journals Pengaruh Kepercayaan dan Kepuasan Terhadap Loyalitas Nasabah Mitra Beasiswa AJB Bumiputera 1912 Cabang Kota Pariaman

2017 ◽  
Vol 6 (1) ◽  
Author(s):  
Yunia Wardi ◽  
Hendri Andi Mesta ◽  
Ilda Rahmayeni
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Hypothesis Testing ◽  
Sample Size ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Customer Loyalty ◽  
T Test ◽  
F Test ◽  
Purposive Sampling

This research is aimto analyze the influence of trust and satisfaction on customer loyalty of Mitra Beasiswa AJB Bumiputera 1912 of Pariaman. The population in this research is the Mitra Beasiswa AJB Bumiputera 1912 of Pariaman in 2015. The sample was taken by purposive sampling using the formula of Slovin, with sample size as much as 90 respondents. Data analysis is performed multiple regression analysis and hypothesis testing using F test and t-test. The results of this study show that trust and satisfaction have a significant effect on customer loyalty of Mitra Beasiswa AJB Bumiputera 1912 of Pariaman.

scholarly journals Peran Customer Delight Memoderasi Esteem Needs terhadap Niat Beli

2017 ◽  
Vol 7 (2) ◽  
pp. 847
Author(s):  
Cokorda Istri Agung Vera Nindiaputri ◽  
Ida Bagus Sudiksa
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Sample Size ◽  
Sampling Method ◽  
Purchase Intentions ◽  
Analysis Technique ◽  
Customer Delight ◽  
Relationship Of ◽  
The Relationship

The purpose of this study is to analyze the role of customer delight in moderating esteem needs to consumer purchase intentions (study on Guess products). This research was conducted in Bali Province with data analysis technique of Moderation Regression Analysis (MRA). Sample size obtained by using purposive sampling method as much as 100 respondents. Based on the results of the analysis can be stated that the esteem needs and customer delight directly affect the consumer's buying intentions on Guess products. Customer delight proved to moderate the relationship of esteem needs to consumers' buying intentions on Guess products. Recommendations that can be recommended for manufacturers Guess should pay attention to the position and views of consumers will use a Guess product to be an inspiration and improve the esteem needs among the community. Guess must be correct in providing information about the advantages over Guess products so that consumers feel comfortable, confident interested and really Guess as a product that is sought and needed.

scholarly journals PENGARUH KUALITAS PRODUK, HARGA, DAN PROMOSI TERHADAP LOYALITAS PELANGGAN

2019 ◽  
Vol 8 (11) ◽  
pp. 6762
Author(s):  
Daniel I Nyoman Renatha Cardia ◽  
I Wayan Santika ◽  
Ni Nyoman Rsi Respati
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Linear Regression ◽  
Product Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Analysis Techniques ◽  
Analysis Technique

The purpose of this study is to examine the effect of product quality, price, and promotion on customer loyalty on Smartfren prepaid card users in Denpasar City. This research was conducted in Denpasar City by using a sample size of 100 people with a probability sampling method. Data collection was obtained by the results of questionnaires using a scale as measured by a Likert scale. The data analysis technique used in this study is multiple linear regression analysis techniques. The results of the study proposed that product quality has a positive and significant effect on customer loyalty in Smartfren prepaid card users, prices have a positive and significant effect on customer loyalty, and promotion has a positive and significant effect on customer loyalty on Smartfren prepaid card users in Denpasar City. Keywords: product quality, price, promotion, customer loyalty    

Pengaruh Program E-Samsat terhadap Kepatuhan Wajib Pajak Kendaraan Bermotor Dengan Kepuasan Kualitas Pelayanan Sebagai Variabel Intervening (Studi Kasus Samsat Daerah Istimewa Yogyakarta)

2020 ◽  
Vol 15 (2) ◽  
Author(s):  
Dewi Kusuma Wardani
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Path Analysis ◽  
Sampling Method ◽  
Motor Vehicle ◽  
Primary Data ◽  
Significant Positive Effect ◽  
Analysis Techniques ◽  
Positive Effect ◽  
Special Region

The purpose of this research is to know, the influence of e-samsat program to the satisfaction of service quality, the influence of the satisfaction of service quality to the compliance of motor vehicle taxpayer, the influence of e-samsat program to the compliance of the motor vehicle taxpayers, and to know the effect of e-samsat program on compulsory compliance motor vehicle tax through satisfaction of service quality as intervening variable in Special Region of Yogyakarta. We use primary data. The sample of research is 75 taxpayers but the sample that can be processed only 74.The sampling method used is purposive sampling. Data analysis techniques used path analysis, t test, F test, and R2 test. Based on result of research by using path analysis that, e-samsat program have a significant positive effect to service quality satisfaction, service quality satisfaction has a significant positive effect to vehicle taxpayer compliance, e-samsat program has a significant positive effect on vehicle taxpayer compliance and program e-samsat has a significant positive effect on the compliance of motor vehicle taxpayers through the satisfaction of service quality.Keywords: e-samsat program, service quality satisfaction, and taxpayer compliance

scholarly journals PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN MEMBELI DI J.CO DONUTS DAN COFFE PALU GRAND MALL

2020 ◽  
Vol 5 (3) ◽  
pp. 240-250
Author(s):  
Dede Kuriang Listanto ◽  
Chalil Chalil ◽  
Ira Nuriya Santi
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Total Sample ◽  
Multiple Linear Regression Analysis ◽  
Purposive Sampling

This study aims to know the influence of service quality and price to consumen satisfaction at J.CO Donuts and Coffe Palu Grand Mall. Total sample in this study are 60 respondent, with Purposive sampling as sampling technique. Data analysis methode used in this research is Multiple Linear Regression Analysis. The result shows that service quality and price simultaneously have a signifikan influnce to consument satisfaction at J.CO Donuts and Coffe Palu Grand Mall. Service quality partially have a signifikan influence to consument satisfaction at J.CO Donuts and Coffe  Palu Grand Mall. Price partially have a signifikan influence to consument satisfaction at J.CO Donuts and Coffe Palu Grand Mall. Tujuan dari penelitian ini yaitu untuk mengetahui pengaruh kualitas layanan dan harga terhadap kepuasan konsumen di J.CO Donuts dan Coffe Palu Grand Mall. Sampel yang digunakan penelitian ini yaitu sebanyak 60 responden, dengan teknik penarikan sampel yang digunakan adalah purposive sampling. Metode analisis data yang digunakan dalam penelitian ini adalah Regresi Linear Berganda. Hasil penelitian menunjukkan bahwa kualitas layanan dan harga secara serempak berpengaruh siginifikan terhadap kepuasan konsumen di J.CO Donuts dan Coffe Palu Grand Mall. Kualitas layanan secara parsial berpengaruh signifikan terhadap kepuasan konsumen di J.CO Donuts dan Coffe Palu Grand Mall. Harga secara parsial berpengaruh signifikan terhadap kepuasan konsumen di J.CO Donuts dan Coffe Palu Grand Mall.

scholarly journals PERSEPSI WISATAWAN TERHADAP KUALITAS PELAYANAN PRAMUWISATA DI BALI

Jurnal IPTA ◽  
2017 ◽  
Vol 5 (1) ◽  
pp. 29
Author(s):  
Ida Bagus Saskara Putra ◽  
I Made Kusuma Negara ◽  
Ni Made Sofia Wijaya
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Quality Service ◽  
Inside Information ◽  
Literature Study ◽  
Tourist Destination ◽  
Tour Guide ◽  
Purposive Sampling ◽  
Analysis Techniques ◽  
Tour Guides

Tour guide has an importan role in tourism activities. It can be seen from the function of a tour guide as such are conduits for privileged 'inside' information on the tourist destination. The purpose of this study is to find out how the tourist perception to the quality service of tour guide in Bali.Data collection techniques used in this research is a questionnaire and literature study for determine this sample was using purposive sampling by gave questionnaires to 400 respondents. The data was analysis used descriptive quantitative. There are two types of respondents, domestic tourists numbered 263 respondents and foreign tourists numbered 137 respondents, each divided according to the proportional 0.05. This study used five variables and consists of twenty indicators.Data collection techniques used in this research is questionnaires and literature study. In determining the sample was using purposive sampling by distributed questionnaires to 400 respondents. Data analysis techniques used in descriptive quantitative. There are two types of respondents domestic tourists amounted to 263 respondents and foreign tourists numbered 137 respondents, each divided according to the proportional 0.05. This study uses five variables and consists of twenty indicators.The results of this research is the tourist perception overall consisting of domestic and foreign tourists can be concluded, tourists perception of the tour guides service quality in Bali is already very good.

scholarly journals PENGARUH TINGKAT PENDIDIKAN, PENDAPATAN DAN KONSUMSI TERHADAP JUMLAH PENDUDUK MISKIN DI PROVINSI JAWA TIMUR

2017 ◽  
Vol 3 (2) ◽  
pp. 227
Author(s):  
Fadlliyah Maulidah ◽  
Ady Soejoto
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Panel Data ◽  
Data Collection ◽  
Education Level ◽  
Poor People ◽  
Purposive Sampling ◽  
Analysis Techniques

This research aims to analyze the influence of education level, income and consumption on the number of poor people in the east java province partially and simultaneously. The population of this research is poor people in east java province from the year 2009-2013. The technique of sampling applies purposive sampling. Furthermore, the method of data collection uses method of documentation while the method of data analysis is regression analysis techniques of panel data. The result of data analysis shows that in partial the education level does not influence significantly to the number of poor people of east java. However, the income and consumption influence significantly to the number of poor people of east java. Moreover, simultaneously the education level, income and consumption influence significantly to the number of poor people of east java

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