scholarly journals Analisis Pengaruh Service Quality dan Corporate Image Terhadap Customer Satisfaction Serta Implikasinya Terhadap Customer Loyalty pada Konsumen Restoran Meradelima di Jakarta Selatan

2020 ◽  
Vol 4 (6) ◽  
pp. 334
Author(s):  
Senja Dara Fika Saputri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Positive Impact ◽  
Corporate Image ◽  
Brand Trust ◽  
Purchasing Decisions ◽  
Good Service ◽  
Purposive Sampling

This study aims to determine whether or not the influence of service quality, corporate image and customer satisfaction on purchasing decisions at Meradelim RestaurantBrand image and brand trust are factors that can influence consumer purchasing decisions. A good service quality will have a positive impact on the company which will ultimately benefit the company through increased consumer purchases of products or services.This study uses a sample and a population of 110 respondents who are cutomer at Meradelima Restaurant, using purposive sampling method. The results showed that service quality, corporate image and customer satisfaction had a positive and significant effect on purchasing decisions.

FAKTOR-FAKTOR YANG MEMPENGARUHI CUSTOMER LOYALTY INDUSTRI ASURANSI DI YOGYAKARTA

2019 ◽  
Vol 13 (2) ◽  
pp. 99
Author(s):  
Petra Surya Wijaya ◽  
Kunto Wibisono ◽  
Santi Budiman
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Insurance Industry ◽  
Subjective Norms ◽  
Corporate Image ◽  
Insurance Companies ◽  
Purposive Sampling ◽  
Interesting Study

Research on the insurance industry in Indonesia is an interesting study to do. The development of the insurance industry in Indonesia has increased by an average of 30% per year, even in 2016 there was an increase of around 78.1% compared to 2015. This makes competition among insurance companies more stringent. The topic of loyalty in the insurance industry is important for the survival of an insurance company.This study aims to examine the effect of salesperson expertise, subjective norms, service quality, customer satisfaction, commitment, corporate image, switching intention, and communication on customer loyalty. A total of 100 questionnaires were distributed to insurance users in Yogyakarta using purposive sampling. The results of the study state that all hypotheses built can be supported, or that there is a significant influence on salesperson expertise, subjective norms, service quality, customer satisfaction, commitment, corporate image, switching intention, and communication on customer loyalty. Keywords:loyalty, salesperson expertise, subjective norms, service quality, customer satisfaction, commitment, corporate image, switching intention, and communication ABSTRAK Penelitian tentang industri asuransi di Indonesia adalah studi yang menarik untuk dilakukan. Perkembangan industri asuransi di Indonesia telah meningkat rata-rata 30% per tahun, bahkan pada tahun 2016 ada peningkatan sekitar 78,1% dibandingkan tahun 2015. Hal ini membuat persaingan antar perusahaan asuransi semakin ketat. Topik kesetiaan dalam industri asuransi penting untuk kelangsungan hidup perusahaan asuransi. Penelitian ini bertujuan untuk menguji pengaruh keahlian tenaga penjual, norma subyektif, kualitas layanan, kepuasan pelanggan, komitmen, citra perusahaan, niat beralih, dan komunikasi terhadap loyalitas pelanggan. Sebanyak 100 kuesioner dibagikan kepada pengguna asuransi di Yogyakarta menggunakan purposive sampling. Hasil penelitian menyatakan bahwa semua hipotesis yang dibangun dapat didukung, atau bahwa ada pengaruh yang signifikan terhadap keahlian tenaga penjual, norma subjektif, kualitas layanan, kepuasan pelanggan, komitmen, citra perusahaan, niat beralih, dan komunikasi pada loyalitas pelanggan. Kata kunci: kesetiaan, keahlian tenaga penjual, norma subjektif, kualitas layanan, kepuasan pelanggan, komitmen, citra perusahaan, niat beralih, dan komunikasi

EFFECT OF SERVICE QUALITY ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION PT. MAYBANK INDONESIA FINANCE JAKARTA BRANCH

2021 ◽  
Vol 1 (4) ◽  
pp. 202-211
Author(s):  
Hendri Hendri ◽  
Budi Haryono ◽  
Saparso Saparso
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Good Service ◽  
Purposive Sampling ◽  
Pls Analysis

This study discusses the effect of service quality on customer loyalty mediated by customer satisfaction at PT. Maybank Indonesia Finance Jakarta Branch. This research was conducted by using purposive sampling. Data analysis using Smart PLS analysis. The results of the analysis conclude that service quality does not affect customer loyalty. So it can be said, good service quality may not necessarily make the customer loyal to PT. Maybank Indonesia Finance because there are still several factors that can make customers loyal. Service quality has a positive and significant effect on customer satisfaction. So it can be said, good service quality will increase customer satisfaction with PT. Maybank Indonesia Finance. Customer Satisfaction has a positive and significant influence on Customer Loyalty. So it can be said, increasing customer satisfaction will make customers more loyal to PT. Maybank Indonesia Finance. Customer satisfaction can mediate the effect of service quality on customer loyalty. So it can be said, if the quality of service provided is getting better, it will form high customer satisfaction in the minds of customers, then this will further increase customer loyalty at PT. Maybank Indonesia Finance.

scholarly journals SERVICE QUALITY, CUSTOMER SERVICE QUALITY, CUSTOMER SATISFACTION, DAN CORPORATE IMAGE TERHADAP CUSTOMER LOYALTY PADA KLINIK KECANTIKAN DI JAKARTA

Media Bisnis ◽  
2020 ◽  
Vol 11 (2) ◽  
pp. 163-170
Author(s):  
MEGI TAMIA ◽  
WIBISONO SOEDIONO
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Corporate Image ◽  
Skin Care ◽  
Good Effect ◽  
Analyse Data

The purpose of this research to aware of the influence of service quality, customer satisfaction, and corporate image, toward customer loyalty on klinik kecantikan erha skin care at Jakarta. This study using regression analysis to analyse data. The research has 100 sample on klinik kecantikan erha skin care. Research used purposive sampling method to determine this study. This study found that service quality, customer satisfaction and corporate image good effect on customer loyalty on klinik kecantikan erha skin care in Jakarta.

scholarly journals EFFECT OF SERVICE QUALITY AND BRAND TRUST ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY PERTAMINA HOSPITAL BALIKPAPAN

2020 ◽  
Vol 4 (01) ◽  
Author(s):  
Lenny Meitha Wulur ◽  
Theresia Militina ◽  
Gusti Norlitaria Achmad
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Partial Least Square ◽  
Least Square ◽  
Brand Trust ◽  
Positive Effect

This research was conducted by Lenny titled "The Effect of Service Quality and Brand Trust on Customer Satisfaction and Customer Loyalty Balikpapan Pertamina Hospital" under the guidance of Prof. Dr. Theresia Militina, M.Siand Dr. Gusti Noorlitaria. A., SE., MM. This study aimed to analyze the influence of service quality and brand trust to customer satisfaction and customer loyalty. The sampling method used in this study is nonprobability Sampling. The sample used in this study were a total of 110 respondents. Analysis of the data used in this study is Partial Least Square with the help of software SmartPLS3.0. result This research shows: (1) Service Quality (X1) positive and significant impact on Customer Satisfaction (Y1), (2) Brand Trust (X2) positive and significant impact on Customer Satisfaction (Y1), (3) Service Quality (X1) positive and significant impact on Customer Loyalty (Y2), (4) Brand Trust (X2) has positive effect but not significant to Customer Loyalty (Y2), (5) Customer Satisfaction (Y1) positive and significant impact on Customer Loyalty (Y2).

scholarly journals Pengaruh Brand Image dan Brand Trust Terhadap Keputusan Pembelian Konsumen di PT. XYZ

2020 ◽  
Vol 4 (4) ◽  
pp. 106
Author(s):  
Gracia Mariana Priscilla
Keyword(s):  
Sampling Method ◽  
Brand Image ◽  
Positive Impact ◽  
Brand Trust ◽  
Purchasing Decisions ◽  
Purposive Sampling

This study aims to determine whether or not the influence of brand image and brand trust on purchasing decisions at PT. XYZBrand image and brand trust are factors that can influence consumer purchasing decisions. A good brand image will have a positive impact on the company which will ultimately benefit the company through increased consumer purchases of products or services.This study uses a sample and a population of 100 respondents who are still actively studying at PT. XYZ, using purposive sampling method. The results showed that brand image and brand trust had a positive and significant effect on purchasing decisions.

scholarly journals ANALISIS PENGARUH KUALITAS LAYANAN WEBSITE TERHADAP LOYALITAS PELANGGAN E-COMMERCE BUKALAPAK

2020 ◽  
Vol 13 (2) ◽  
pp. 158-168
Author(s):  
Dendy Kurniawan ◽  
Neilin Nikhlis
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Sampling Method ◽  
Corporate Image ◽  
Quality Factors ◽  
Website Quality ◽  
Physical Evidence ◽  
Mediating Factor

E-commerce competition in Indonesia makes e-commerce companies compete to develop strategies to win the competition. Customer loyalty is an important factor to lead in the competition. This research focuses on how much influence website service quality has on customer loyalty. This research is also to find out which website quality factors have the most influence on customer loyalty with customer satisfaction as a mediating factor. The factors that influence e-commerce customer loyalty are analyzed using concepts including the dimensions of service quality consisting of (physical evidence, reliability, responsiveness, assurance, empathy) and Corporate Image as the variable that influences and Customer Satisfaction as the variable that is affected. The sample in this study were 96 respondents. With the sampling method using the purposive sampling method. The results obtained that there is a positive and significant influence between the dimensions of service quality and company image on customer satisfaction.  Keywords: E-commerce website, Service Interaction Quality, Customer Satisfaction

scholarly journals PENGARUH KUALITAS PELAYANAN DAN CITRA KORPORASI TERHADAP KESETIAAN PELANGGAN MELALUI KEPUASAN PELANGGAN

2014 ◽  
Vol 7 (2) ◽  
pp. 91
Author(s):  
Fransisca Sandra Christina
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Peer To Peer ◽  
Corporate Image ◽  
Primary Data ◽  
Outcome Quality ◽  
Interaction Quality ◽  
The Impact

<p>The background of this research is Customer loyalty as a competitive advantage in service<br />industry. The objective of this research is to examine the impact of Service quality, Corporate<br />image on Customer loyalty through Customer satisfaction. The design of this research applies<br />primary data obtained by distributing questionnaires to 200 patients of Womens’s and Children’s<br />Hospital in Jakarta. Data analysis method used in this research is Structural Equation Model<br />(SEM). The result of this research concludes that there is positive impact Interaction quality,<br />Peer-to-peer quality, Corporate image toward Customer satisfaction, and there is positive impact<br />Interaction quality, Peer-to-peer quality, Corporate image, Customer satisfaction toward<br />Customer loyalty. Meanwhile, there is no positive impact Outcome quality towards Customer<br />satisfaction and Customer loyalty.<br />Keywords: Service quality, Outcome quality, Interaction quality, Peer-to-peer quality, Corporate<br />image, Customer satisfaction, Customer loyalty</p>

Customer satisfaction with sommelier services of upscale Chinese restaurants in Hong Kong

2019 ◽  
Vol 31 (4) ◽  
pp. 532-554 ◽  
Author(s):  
Tommy Lau ◽  
Man Lai Cheung ◽  
Guilherme D. Pires ◽  
Carol Chan
Keyword(s):  
Hong Kong ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Content Type ◽  
The Impact

Purpose The abolishment of the wine tax in Hong Kong has led to increased wine consumption and increased demand for wine-related professionals, such as sommeliers. Yet the importance of sommeliers’ value-adding performance in the context of upscale Chinese restaurants has not been examined. To address this gap, the SERVQUAL framework is adopted to examine the influence of sommeliers’ service quality (SQ) on customer satisfaction (CS) and loyalty in the context of upscale Chinese restaurants in Hong Kong. Design/methodology/approach The survey method is used to collect data from 302 units of the population of interest, partial least square-structural equation modelling (PLS-SEM) is used to test the links between constructs. Findings Four of the seven dimensions of sommeliers’ service quality, namely, empathy, tangibles, credibility and assurance, have a significant positive impact on customer satisfaction and customer loyalty, whereas the impact of perceived value and responsiveness on customer satisfaction and customer loyalty is positive but only marginally significant. Reliability has a weak and non-significant impact on customer satisfaction and customer loyalty. Research limitations/implications Examining a small number of upscale Chinese restaurants in Hong Kong limits generalisation of the findings to other contexts. Replication of the research in different contexts will enhance generalizability. In terms of implications, the discussion highlights the importance of sommeliers’ service performance on customers’ SQ perceptions SQ, CS and loyalty, all of which are important variables for restaurateurs. Originality/value To the best of the authors’ knowledge, this is the first study of the influence of the quality of sommelier’s SQ on CS and loyalty in upscale Chinese restaurants in Hong Kong. Given the lack of attention to this service role in the literature, the study contributes theory from which further understanding can develop.

Mobile communications: a comprehensive hierarchical modelling approach

2014 ◽  
Vol 26 (1) ◽  
pp. 114-146 ◽  
Author(s):  
Michael Daniel Clemes ◽  
Xin Shu ◽  
Christopher Gan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Mobile Communications ◽  
Switching Costs ◽  
Important Determinant ◽  
Perceived Value ◽  
Corporate Image ◽  
Content Type ◽  
Customer Perceived Value

Purpose – Global mobile communication is one of the most dynamic and important service markets. Several researchers suggest using a theoretical approach to develop a much deeper insight into key marketing constructs such as service quality, customer perceived value, customer satisfaction, perceived switching costs, corporate image, and customer loyalty is of vital importance to the mobile communications market. This study aims to develop and test a comprehensive hierarchical model of these six important constructs. The model also incorporates the retailing function of a major mobile communication provider. Design/methodology/approach – The research sample of 516 was drawn from customers of one of the largest mobile communications service providers in China. The data were analysed using exploratory factor analysis, confirmatory factor analysis and structural equation modelling. Findings – The results of the study support using a hierarchical and multidimensional approach for conceptualising and measuring customers' perceptions of service quality in the mobile communications market. In addition, the findings illustrate that service quality is an important determinant of customer perceived value, customer satisfaction, corporate image, and perceived switching costs. Customer perceived value is also an antecedent of customer satisfaction. Corporate image, customer satisfaction, and perceived switching costs are three key drivers of customer loyalty. However, the findings also indicate that corporate image is not an important determinant of customer satisfaction and that customer perceived value is not a key driver of customer loyalty. Originality/value – This is the first paper that has developed and tested a comprehensive hierarchical model of the mobile communications market.

Sign in / Sign up

Export Citation Format

Share Document