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 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  

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

PENGARUH SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION DAN DAMPAKNYA TERHADAP CUSTOMER LOYALITY PADA PERUSAHAAN JASA

2017 ◽  
Vol 5 (2) ◽  
Author(s):  
Harry Indra
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Service ◽  
Customer Loyalty ◽  
Analysis Techniques ◽  
Structural Path Analysis ◽  
The Future ◽  
Structural Path

The purpose of this study was to determine the effect of the Customer Service Quality satisfaction and their impact on customer loyalty. In this study the services company is used as an example.This research is associative and aims to achieve the goal of researchers. The study was conducted by questionnaire distributed direcly to a sample 100 customer of this company. Structural Path Analysis is used for data analysis techniques. This research is important to prove Service Quality affecting Customer Satisfaction, Customer Satisfaction influential Loyalty, Service Quality effect on Loyalty with Customer Satisfaction as an intervening variable. The results of the study can be used by services company to determine the company's strategy, in the future or to help the company to resolve the problems being faced.

scholarly journals EMPLOYEE PERFORMANCE AFFECTED BY HUMAN INTELLIGENCE AND MEDIATED BY COMPETENCY

TRIKONOMIKA ◽  
2021 ◽  
Vol 20 (2) ◽  
pp. 105-111
Author(s):  
Atty Tri Juniarti ◽  
Bayu Indra Setia ◽  
Irwanti Irwanti
Keyword(s):  
Emotional Intelligence ◽  
Data Analysis ◽  
Path Analysis ◽  
Employee Performance ◽  
Analysis Data ◽  
Spiritual Intelligence ◽  
Human Intelligence ◽  
Analysis Techniques ◽  
Low Performance

This research begins with the discovery of problems in employee performance. The problem in this study is the low performance of employees, which is indicated by low human intelligence and competence. This study aims to analyze how the influence of human intelligence on employee performance is mediated by competence. With a sample of 90 people, using path analysis data analysis techniques (Path Analysis), the results show that emotional intelligence has a positive and significant effect on competence by 32.95%. Also, emotional intelligence has a positive and significant effect on performance mediated by competence of 15.88%. Then, intellectual intelligence has a positive and significant effect on competence by 22.49%, while intellectual intelligence has a positive and significant effect on performance mediated by competence by 12.77%. Furthermore, spiritual intelligence has a positive and significant effect on competence by 7.31%, and spiritual intelligence has a positive and significant effect on performance mediated by competence by 2.62%. Then competence has a positive and significant effect on employee performance by 73.44%.

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 influence of relationship marketing on customer loyalty

2021 ◽  
Vol 8 (6) ◽  
pp. 648-660
Author(s):  
Gusti Ngurah Ary Raka Darmayasa ◽  
Ni Nyoman Kerti Yasa
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Path Analysis ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Probability Sampling ◽  
Purposive Sampling

This study aims to examine and explain the effect of relationship marketing on customer loyalty mediated by customer satisfaction. To achieve the research objectives, data analysis using Path Analysis and Sobel Test. Sampling by non-probability sampling with purposive sampling method and the size of the sample taken is 120 respondents. The results of the analysis show that relationship marketing has a positive and significant effect on customer loyalty at Livingstone Café & Bakery Seminyak Bali. Furthermore, relationship marketing also has a positive and significant effect on customer satisfaction at Livingstone Café & Bakery Seminyak Bali. Customer satisfaction has a positive and significant effect on customer loyalty at Livingstone Café & Bakery Seminyak Bali and customer satisfaction can significantly mediate the effect of relationship marketing on customer loyalty at Livingstone Cafe & Bakery Seminyak Bali. Suggestions that can be recommended to the management of Livingstone Café & Bakery Seminyak Bali are to always build better relationship marketing to increase customer satisfaction and customer loyalty.

scholarly journals PENGARUH KEPEMIMPINAN, KOMPETENSI DAN MOTIVASI TERHADAP KINERJA KARYAWAN PT. TUNAS MANDIRI MIGAS

2017 ◽  
Vol 6 (1) ◽  
Author(s):  
Nining Purwaningsih
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Multiple Linear Regression ◽  
Sample Size ◽  
Random Sampling ◽  
Sampling Method ◽  
Data Gathering ◽  
T Test ◽  
Analysis Techniques ◽  
Leadership Competence

This research aims to know the effect of leadership, competence and motivation on employees performance. The sample size of this research is 63 employees out of 167 employees of PT Tunas Mandiri Migas. The sampling method used is random sampling. The data gathering technique applied is questionnaire. The data analysis techniques used are multiple linear regression, t test and F test. The result of this study shows that leadership, competence and motivation simultaneously influence the employees performance. The result also shows that partially leadership and competence influence the employees performance. Whereas motivation partially does not influence the employees performance.Penelitian ini bertujuan untuk mengetahui pengaruh kepemimpinan, kompetensi dan motivasi terhadap kinerja karyawan. Ukuran sampel penelitian ini adalah 63 karyawan dari 167 karyawan PT Tunas Mandiri Migas. Metode pengambilan sampel yang digunakan adalah random sampling. Teknik pengumpulan data yang digunakan adalah kuesioner. Teknik analisis data yang digunakan adalah regresi linier berganda, uji t dan uji F. Hasil penelitian ini menunjukkan bahwa kepemimpinan, kompetensi dan motivasi secara simultan mempengaruhi kinerja karyawan. Hasil penelitian juga menunjukkan secara parsial kepemimpinan dan kompetensi mempengaruhi kinerja karyawan. Sedangkan motivasi secara parsial tidak mempengaruhi kinerja karyawan.

scholarly journals Peran Perceived Value Dalam Memediasi Pengaruh Green Marketing Terhadap Loyalitas

2020 ◽  
Vol 2 (1) ◽  
pp. 1-9
Author(s):  
IA Cynthia Saisaria Mandasari ◽  
Ade Ruly Sumartini
Keyword(s):  
Data Analysis ◽  
Data Collection ◽  
Environmental Pollution ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Green Marketing ◽  
Environmental Damage ◽  
Public Concern ◽  
Analysis Techniques ◽  
Business People

Every component of society began to worry about environmental pollution that could cause environmental damage. Concern about this is demonstrated by starting to use environmentally friendly products and pay attention to business activities carried out by companies around them. Seeing the current public concern for the environment makes business people start doing green marketing. One company that applies green marketing is Starbucks Coffee through Tumbler products. This research contributes ideas for SMEs in the field of beverage culinary to do green marketing to care for the environment and increase customer loyalty. Data collection using a questionnaire distributed directly to the object of research. The population in this study was Starbucks Coffee Tumbler users in Denpasar with a sample of 75 respondents. Data analysis techniques using path analysis (path analysis) and Sobel test.

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 Dampak Loyalitas dari Keputusan Konsumen Disebabkan Pelayanan dan Promosi pada Usaha Gimnastik

The Winners ◽  
2009 ◽  
Vol 10 (2) ◽  
pp. 148
Author(s):  
Rudy Aryanto ◽  
Susanto Susanto ◽  
Liu Santa Stefenny
Keyword(s):  
Decision Making ◽  
Data Analysis ◽  
Service Quality ◽  
Path Analysis ◽  
Structural Model ◽  
Pearson Correlation ◽  
Analysis Data ◽  
Research Purpose ◽  
Consumer Loyalty

This research purpose is to analyze the influence service quality and promotion to decision making and its impact on consumer loyalty. Method used in this research is descriptive-associative, using Pearson Correlation Path Analysis. Data gathered by distributiong questionnaire to 110 respondents in Gold’s Gym Thamrin City. From the data analysis, it is found out that the structural model is given as Y= 0,497X2 + 0,868, whereas R2 24,7% , and structural 2 Z = 0,491 X1 + 0,871 whereas R2=24,2. The service quality seems have less influence to consumer’s decision making but have stronger influence to consumer loyalty. Promotion effectively influences consumer’s decision making as much as 24,2%. Thus, service quality and promotion should be leveraged to increase sales and consumer loyalty.

Sign in / Sign up

Export Citation Format

Share Document