scholarly journals PENGARUH CITRA RUMAH SAKIT DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PASIEN MELALUI KEPUASAN PASIEN (STUDI PADA RUMAH SAKIT UMUM KARDINAH TEGAL)

2019 ◽  
Vol 3 (1) ◽  
Author(s):  
M. Andi Ardiyanto ◽  
Mr. Tabrani
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Positive Influence ◽  
Sem Analysis ◽  
Consumer Loyalty ◽  
Analysis Method ◽  
Collection Method ◽  
Positive Effect

M. Andi Ardiyanto. Influence of Image and Quality of Service To Consumer Loyalty Through Consumer Satisfaction (Study At Hospital KardinahTegal). Thesis.Tegal: Master of Management Pancasakti University of Tegal. 2017 The purpose of this research is to test empirically the influence of image and service quality to consumer loyalty through consumer satisfaction (Study AtHospital KardinahTegal). The research variables in this research are image, service quality, satisfaction and loyalty. The hypothesis of this study is the image and quality of service influence on consumer loyalty through consumer satisfaction. Data collection method used in this research is questionnaire. While the data analysis method used is SEM analysis using AMOS application The result of this research are (1) image have positive effect to satisfaction (2) service quality have positive effect to satisfaction (3) image have positive effect to loyalty (4) service quality have positive influence to loyalty (5) satisfaction positive effect to loyalty (6) Can mediate the influence of the image on loyalty but satisfaction can not mediate the influence of service quality on loyalty.Keywords: Image, Service Quality, Satisfaction, Loyalty

scholarly journals Word of Mouth Marketing Strategy by Consumer Satisfaction

2021 ◽  
Vol 8 (2) ◽  
Author(s):  
Nurita Andriani
Keyword(s):  
Quality Of Service ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Sem Analysis ◽  
Test Results ◽  
Analysis Method ◽  
Equation Modelling ◽  
Positive Effect

This study aims to analyze the influence of gold goods quality and service quality on WOM (Word of Mouth) by using consumer satisfaction as a variable mediator (intervening) study at Mirage Jewellery Gold Shop. The quality of gold goods is a consideration for consumers in making purchases at Mirage Jewellery Gold Shop. Respondents in this study were consumers who made transactions at Mirage Jewellery Gold Store. The analysis method used is Structural Equation Modelling (SEM) analysis that is run with AMOS program. Hypothetical test results with SEM indicate that 1. The quality of gold goods has a positive effect on consumer satisfaction, 2. The quality of service has a positive effect on customer satisfaction, 3. Consumer satisfaction has a positive and significant effect on WOM4.The quality of service positively influenced WOM’s study on Mirage Gold Jewellery Stores.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS KONSUMEN YANG DIMEDIASI OLEH KEPUASAN KONSUMEN

2018 ◽  
Vol 8 (3) ◽  
pp. 1430
Author(s):  
Regata . ◽  
Ni Made Wulandari Kusumadewi
Keyword(s):  
Quality Of Service ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Total Population ◽  
Sampling Technique ◽  
Consumer Loyalty ◽  
Analysis Technique ◽  
Service Consumer ◽  
Positive Effect

The purpose of this study is to determine the effect of service quality on customer loyalty mediated by consumer satisfaction. This research was conducted at PT Pos Indonesia company in Denpasar City. Total population taken as many as 100 respondents, using non-probability sampling method with purposive sampling technique. The data were collected through questionnaires and interviews. The analysis technique used is path analysis and test of sobel. Based on the results of the analysis found that the quality of service mediated consumer satisfaction has a positive effect on consumer loyalty. Quality of service partially significant effect on customer satisfaction. Quality of service have a positive and significant impact on consumer loyalty, meaning that if there is a change in the quality of service then the loyalty of consumers will also experience changes. Consumer satisfaction also partially significant effect on consumer loyalty. Keywords: Quality of Service, Consumer Satisfaction, Consumer Loyalty

Analysis of Service Quality and Promotion on Decision and Satisfaction of Foreign Visitors on Pandawa Beach Ecotourismin Badung Regency

2018 ◽  
Vol 9 (06) ◽  
pp. 20800-20810
Author(s):  
I NyomanGede Sudiarta ◽  
I Wayan Sujana ◽  
Anik Yuesti
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Structural Equation ◽  
Sem Analysis ◽  
Equation Modeling ◽  
Visitor Satisfaction ◽  
Dependent Variables ◽  
Strongly Agree ◽  
Positive Effect

The development of various facilities and infrastructure as well as efforts to improve the quality of service on Pandawa Beach Ecotourismis always done to attract and give satisfaction to the visitors. This study aims to determine the effect of service quality and promotion on visitor decisions and visitor satisfaction as well as to determine the effect of visitor decisions on visitor satisfaction on Pandawa Beach Ecotourism Badung Regency, Bali Province. The variables in this study consistof two independent and two dependent variables. Independent variables in this study are service quality and promotion, while the dependent variables in this study are the visitor decision and visitor satisfaction. The population in this study is foreign tourists who visit the Pandawa Beach Ecotourism. In this research a non-probability sampling method is used, taking anaccidental sampling approach with asample number of 96 respondents. The type of data used is descriptive and quantitative data expressed in 5-Point Likert Scale ranging from strongly disagree to strongly agree. Methods of data analysis in this study are through descriptive and inferential analysis. Inference analysis uses Structural Equation Modeling (SEM) analysis with SMARTPLS 3 program.The result of this study indicates that: 1) Quality of service has a positive and significant effect on the visitor decision with coefficient value of 0,528 and t-statistic value of 6,625.2) Promotion has a positive and significant effect on the visitor decision with coefficient value of 0,246and t-statistic value of 2,843. 3) Service quality has a positive effect on visitor satisfaction with coefficient value of 0,415 and t-statistic value of 4,007. 4) Promotion has no effect on visitor satisfaction with coefficient value of 0,069 and t-statistic value of 0,638 which t-statistic value is under critical value of 1,96. 5) Visitor decisions have a positive effect on visitor satisfaction with coefficient value of 0.389 and t-statistics of 4.422.

scholarly journals Analysis of the Achievement of the Minimum Service Standard See from the Quality of Service and Patient Satisfaction in the Installation of Pharmaceutical Pharmaceuticals in RSI Malang "UNISMA"

2019 ◽  
Vol 1 (1) ◽  
Author(s):  
Musyrifah Musyrifah ◽  
Sentot Imam Suprapto ◽  
Nia Sari
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Simple Random Sampling ◽  
Positive Influence ◽  
Path Coefficient ◽  
Cross Sectional ◽  
Service Standards ◽  
Positive Effect

Facing the era of intense competition that needs to be trained by hospitals is patient satisfaction, patient satisfaction is closely related to quality service quality and service quality is evaluated by achieving minimum service standards that are in accordance with standards. The existence of preliminary data from the RSI about pharmacy service satisfaction figures in terms of facilities 95.2%, waiting time 77.4%, friendliness 95.2%, accuracy 91.9%, where this data still needs more in-depth research to obtain satisfaction figures valid. The purpose of this study was to determine the effect of service quality on patient satisfaction and the achievement of Minimum Service Standards for outpatient pharmacy installation in Malang Hospital "Unisma". This type of research is quantitative with observational analytic using cross sectional. The population in this study were all patients who visited who had received medication services, taking samples by simple random sampling of 136 samples, using questionnaires. Analyze data with path analysis. The results showed that the path coefficient of Service Quality to satisfaction of 0.425 showed a positive effect. The path coefficient of Service Quality towards achievement of MSS of 0.413 shows a positive influence, the path coefficient of Patient Satisfaction with achievement of MSS of 0.166 shows a positive influence. To improve the quality of service, it will be followed by achieving good standards, so patient satisfaction will also increase. From the results of this study it can be concluded that the better the Quality of Service, the better Patient Satisfaction. The better the Quality of Service, the better the Achievement of Minimum Service Standards and the better the Patient Satisfaction, the better the Quality of Service Standards.

scholarly journals “Analysis Influence Brand Equity and Service Quality to Costumer Satisfaction Users Blackberry Curve 9300 District Sario Manado ”

2012 ◽  
Vol 1 (1) ◽  
Author(s):  
Ferdy Roring
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Equity ◽  
Consumer Satisfaction ◽  
Analysis Method ◽  
The City ◽  
Variable Quality

Research In Motion (RIM) is the official producer of mobile phones that are currently most popular especially in Indonesia which is the Blackberry. Indonesia is a large market share to Blackberry because of Indonesia's population. 47 percent mobile circulating in Indonesia is Blackberry.The goal of this research is to know the influence of quality of service and brand equity to the satisfaction of consumer users blackberry curve 9300 district Sario the city of manado.In this research, the methods of analysis used is regression analysis method. The population was taken is the blackberry curve 9300 user with samples as much as 100 people. Sampling techniques research using simple random sampling.Research results by using regression analysis showed that partially variable quality of service significantly influential to the variable satisfaction but rather to brand equity, does not affect the consumer's satisfaction. And simultaneously variable quality of service and significant impact on brand equity consumer satisfaction.For the RIM Blackberry mobile phone manufacturers should be as much again to improve the quality of service that is better to consumers so that consumers do not migrate or switch to other parties. More manufacturers to optimize quality of service to the higher customer satisfaction. The RIM also should pay attention to brand equity. If the RIM is not paying attention to the brand equity will be decreased to the level of consumer satisfaction that have an impact on decreasing the level of product sales.Keywords: service quality, brand equity, and customer satisfaction

scholarly journals CONSUMER SATISFACTION ONLINE OJEK SERVICES IN INDONESIA :EFFECT OF SERVICE QUALITY AND CUSTOMER VALUE

2019 ◽  
Vol 7 (12) ◽  
pp. 116-125
Author(s):  
Viniyati Maftuchah ◽  
Ade Ghofir ◽  
Sabil . ◽  
Dinar Riftiasari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Customer Value ◽  
Transportation Networks ◽  
Sem Analysis ◽  
Analysis Method ◽  
Independent Variables ◽  
Independent Variable

The shift of the use of conventional transportation to online transportation networks has resulted in a decrease in the market share of conventional transportation. The design of this study is causal research, which explains causal relationships between research variables to determine the causal relationship pattern of the independent variables on the dependent variable. The variables in this study are the service quality of the independent variable, customer satisfaction of the dependent variable, and the value of the customer intervening variable. Samples obtained by 100 respondents and taken by Purposive Sampling. The number of samples in this study was determined by the SEM analysis method where the number of indicators multiplied by five. Analysis of the data used is SmartPLS version 3.2. The results showed that all hypotheses could be accepted, where service quality had a positive and significant effect on customer value, but the effect of service quality on customer satisfaction had positive but not significant results, customer value had a positive and significant effect on customer satisfaction and service quality had a positive and significant effect to customer satisfaction through customer value.

scholarly journals KONTRIBUSI KUALITAS JASA, KEPERCAYAAN DAN KEPUASAN KONSUMEN DALAM MENCIPTAKAN LOYALITAS KONSUMEN

2017 ◽  
Vol 13 (2) ◽  
Author(s):  
Erwin Erwin ◽  
Tumpal J. R Sitinjak
Keyword(s):  
Quality Of Service ◽  
Structural Equation Modeling ◽  
Service Quality ◽  
Significant Influence ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Consumer Loyalty

<p>This study aims to examine the contribution of influence quality of service, trust, and consumer satisfaction in creating consumer loyalty.The object of this research is JNE Apartment Gading Nias. This study used a causal study using a questionnaire for data collection. For sampling, the method used is non probability sampling with judgment sampling technique The procedure used for model testing and data processing is the structural equation modeling using Linear Structural Relationship (Lisrel) method through software Lisrel 8.80.This research resulted the finding that the service quality have positive and significant effect to the trust, the quality of service have positive and significant effect to the consumer satisfaction, the quality of service have positive and significant influence to consumer loyalty, trust not influence to consumer loyalty, and consumer satisfaction have positive and significant influence to loyalty consumer.<br />Keywords: Service Quality, Trust, Consumer Satisfaction, Consumer Loyalty</p>

scholarly journals PENGARUH VARIASI PRODUK, KUALITAS PELAYANAN, HARGA DAN LOKASI TERHADAP KEPUASAN KONSUMEN PADA WEDDING ORGANIZER

AdBispreneur ◽  
2017 ◽  
Vol 2 (2) ◽  
Author(s):  
Titik Efnita
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Negative Influence ◽  
Positive Influence ◽  
Quality Of Services ◽  
Collection Method ◽  
Know How ◽  
Product Variation ◽  
Independent Variable

ABSTRACTThis study attempts to know how large variations products, kuality service, prices and the location on CV.Modelman the.This research consisting of four independent variable namely variation products, the quality of services, the price and location and one variable dependent customer satisfaction.The method of analysis that used is correlation analysis and multiple regression. Data collection method to research this is using a questionnaire hosted by respondents, consumers CV.Modelman as an object. This research indicated there is positive influence and significant of location on consumer satisfaction, positive influence of product variation on consumer satisfaction, positive influence of service quality on consumer satisfaction and negative influence of price on consumer satisfaction.Keywords : Variation of products, service quality, price, location   ABSTRAK Penelitian ini mencoba untuk mengetahui produk variasi seberapa besar, layanan kuality, harga dan lokasi penelitian CV.Modelman the.This yang terdiri dari empat variabel yaitu produk variasi independen, kualitas layanan, harga dan lokasi dan satu variabel kepuasan pelanggan tergantung. metode analisis yang digunakan adalah analisis korelasi dan regresi ganda. Metode pengumpulan data untuk penelitian ini menggunakan kuesioner yang diselenggarakan oleh responden, konsumen CV.Modelman sebagai objek. Hasil penelitian menunjukkan bahwa terdapat pengaruh positif dan signifikan antara variabel lokasi terhadap kepuasan konsumen, terdapat pengaruh positif dan signifikan antara variabel variasi produk terhdap kepuasan konsumen, terdapat pengaruh positif kualitas pelayanan terhadap kepuasan kosumen dan  terdapat pengaruh negatif harga terhadap kepuasan konsumen. Kata kunci : Variasi produk, kualitas pelayanan, harga, lokasi

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 Enhancing Service Quality through Innovation Capabilities and Work Productivity

2020 ◽  
pp. 123-133
Author(s):  
Ipang Sasono ◽  
Dewiana Novitasari
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Manufacturing Industry ◽  
Industrial Revolution ◽  
Work Productivity ◽  
Positive Influence ◽  
Innovation Capability ◽  
Sample Collection ◽  
Significant Positive Influence

This research is the empirical study of one of the manufacturing industries in Tangerang. The main purpose of this research analyses the influence of innovation capability and work productivity towards the service quality of the workers to customers. Sample collection of this research is done by questionnaires with random sampling method spread to all permanent workers in the industry. The total samples that are valid have the amount of 115 samples. Data procession in this research is done by SEM method with a software called SmartPLS 3.0. The result of the study proved that innovation capabilities and work productivity of a worker have a significant positive influence on the quality of service. Likewise, innovation capability has a significant positive influence on work productivity. This research suggests a model improve the quality of service of a manufacturing industry through the improvement of innovation capability and work productivity of the workers. This research could pave the way to improve worker’s and company’s readiness to face the era of industrial revolution 4.0. Keywords: Innovation capability, quality of service, work productivity.

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