scholarly journals Pengaruh Service Quality, Service Convenience, dan Perceived Price and Fairness terhadap Loyalitas Nasabah Bank dengan Kepuasan Nasabah sebagai Variabel Mediasi

2021 ◽  
Vol 5 (2) ◽  
pp. 129
Author(s):  
Fincent Sutanto ◽  
Keni Keni
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Quality Service ◽  
Probability Sampling ◽  
Service Convenience ◽  
Perceived Price ◽  
Convenience Sampling ◽  
Positive Impacts

The purpose of this research is to investigate the effects of service quality, service convenience and perceived price and fairness on banking customer loyalty with customer satisfaction as the mediating at the bank . The method to sample the bank’s customers was by using non-probability sampling method with convenience sampling technique. The instruments to collect the data was by distributing questionnaires to 244 respondents of bank’s in Jakarta. Method to analysed the data was by using PLS-SEM. The result of the research reveal that service quality and perceived price and fairness have positive impacts on customer loyalty, while service convenience has no effect on customer loyalty. This research also found that service convenience and perceived price and fairness have positive impacts on customer satisfaction, while service quality has no effect on customer satisfaction. Moreover, customer satisfaction acts as mediating variable between service convenience. The finding suggest bank should maintain and enhance for service quality and perceived price and fairness to encourage customers decision to repurchase or remain a customer. Tujuan penelitian ini untuk mengetahui pengaruh kualitas layanan, kenyamanan layanan dan kelayakan harga yang dirasakan terhadap loyalitas pelanggan dengan kepuasan nasabah sebagai variabel mediasi terhadap nasabah bank. Penelitian ini menggunakan metode non-probability sampling dengan teknik convenience sampling. Penulis mengumpulkan 244 responden untuk penelitian ini dari nasabah bank swasta di Jakarta yang sebagian besar adalah karyawan umum. Respons dianalisis menggunakan PLS-SEM. Hasil penelitian menunjukkan bahwa kualitas layanan dan persepsi harga dan keadilan memiliki dampak positif terhadap loyalitas pelanggan, kenyamanan layanan tidak berpengaruh terhadap loyalitas pelanggan. Penelitian ini juga menemukan bahwa kenyamanan layanan dan persepsi harga dan keadilan memiliki dampak positif pada kepuasan pelanggan dan kualitas layanan tidak berpengaruh pada kepuasan pelanggan. Selain itu, kepuasan pelanggan bertindak sebagai variabel perantara antara kenyamanan layanan. Temuan ini menyarankan bank harus menjaga dan meningkatkan kualitas layanan serta harga dan keadilan yang dirasakan untuk mendorong keputusan pelanggan untuk membeli kembali atau tetap menjadi pelanggan.

scholarly journals Service Convenience and Service Quality to Customer Satisfaction among the Shipping Expeditions

2020 ◽  
Vol 76 ◽  
pp. 01043
Author(s):  
Reynaldo Reynaldo ◽  
Widjojo Suprapto ◽  
Yahya Jani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Probability Sampling ◽  
Service Convenience ◽  
The Impact

Indonesia is a country consisting of thousands of islands surrounded with straits and seas. Along with the increasing online businesses, the number of shipping expeditions is growing as well. In order to win the competition, many shipping expeditions offer various conveniences and services. This research is testing the impact of service conveniences and service quality to customer satisfaction in shipping expedition businesses in Surabaya. The data are collected by questionnaires because this is a quantitative research. The questionnaires are distributed to 100 respondents who are selected from the consumers using a non-probability sampling technique. Then, the data are processed using a SmartPLS program to obtain the results that service convenience does not bring any effect on customer satisfaction, but service convenience has a positive significant effect on service quality and service quality also has a positive significant effect on customer satisfaction

scholarly journals Loyalitas Petani Dalam Melakukan Pembelian Benih Padi Produksi PP Kerja Di Solo Raya

2018 ◽  
Vol 14 (2) ◽  
pp. 135
Author(s):  
Gresia Rahmawati ◽  
Mohd. Harisudin ◽  
Hanifah Ihsaniyati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Customer Loyalty ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Recording Analysis ◽  
Convenience Sampling

<p><em>The purpose of this research are   (1) to know the influence   of product quality, price, service quality toward the customer satisfaction PP Kerja and (2) to know the influence of product quality, price, service quality and customer satisfaction toward the PP Kerja’s customer loyalty. The research here used explanatory research in this research. The sample used by 50 farmers who are customers of PP Kerja. The sampling technique using Convenience Sampling. Data were collected by questionnaire. The technique of collecting data was solved through observation, interviews and recording. Analysis of the data used is descriptive analysis and path analysis (path analysis). The results of this research showed that (1) the product quality  (X1),  price  (X2)  and  service  quality  (X3)  simultaneously  influenced  the customer satisfaction of PP Kerja (Y1). The total influenced of each variabel is 0,339;</em><em>0.178 and 0.543. (2) the product quality (X1), price (X2), service quality (X3) and customer satisfaction (Y1) simultaneously influenced the customer loyalty of PP Kerja (Y2). The price variable could influence the total of customer satisfaction 0,222; the service quality variable 0,362 and the customer satisfaction variable 0,442 it could give influence toward the customer satisfaction.</em></p>

scholarly journals Pengaruh Brand Image, Service Quality, Dan Customer Satisfaction Terhadap Customer Loyalty Sicepat Di Jabodetabek

2021 ◽  
Vol 3 (4) ◽  
pp. 1076
Author(s):  
Kristian Irfansius ◽  
Carunia Mulya Firdausy
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Social Media Data ◽  
Probability Sampling ◽  
Service Companies ◽  
Convenience Sampling ◽  
Online Stores ◽  
Media Data

The increasing number of online stores in Indonesia makes the use of expedition services more and more. One of these expedition service companies is SiCepat. This study aims to examine whether brand image, service quality, and customer satisfaction have a positive relationship to SiCepat customer loyalty in Jabodetabek. The number of samples used in this study were 100 respondents and used non-probability sampling techniques, especially convenience sampling, where the g-form questionnaire was distributed online through social media. Data analysis was processed using SEM-PLS. The results of this study indicate that brand image has a positive but not significant effect on customer loyalty, while service quality and customer satisfaction have a positive and significant effect on customer loyalty SiCepat in Jabodetabek. Therefore, SiCepat company needs to give serious attention to maintain and improve both service quality and customer satisfaction of the services given to consumers. Meningkatnya toko online di Indonesia membuat penggunaan jasa ekspedisi semakin banyak. Salah satu perusahaan jasa ekspedisi ini adalah SiCepat. Penelitian ini bertujuan untuk menguji apakah brand image, service quality, dan customer satisfaction mempunyai hubungan positif terhadap customer loyalty SiCepat di Jabodetabek. Jumlah sampel yang digunakan dalam penelitian ini yaitu sebanyak 100 responden dan memakai teknik non-probability sampling, khususnya convenience sampling, dimana kuesioner g-form disebarkan secara online melalui media sosial. Analisis data diolah menggunakan SEM-PLS. Hasil penelitian ini menunjukkan bahwa brand image berpengaruh positif tetapi tidak signifkan terhadap customer loyalty, sedangkan service quality dan customer satisfaction berpengaruh positif dan signifikan terhadap customer loyalty SiCepat di Jabodetabek. Oleh karena itu, perusahaan SiCepat perlu memberikan perhatian yang serius untuk menjaga dan meningkatkan baik kualitas pelayanan maupun kepuasan pelanggan atas pelayanan yang diberikan kepada konsumen.

scholarly journals PENGARUH E-SERVICE QUALITY DAN FOOD QUALITY TERHADAP CUSTOMER LOYALTY PENGGUNA GOFOOD INDONESIA YANG DIMEDIASI OLEH PERCEIVED VALUE DAN CUSTOMER SATISFACTION

2021 ◽  
Vol 8 (1) ◽  
Author(s):  
Dewi S.S Wuisan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Sampling Technique ◽  
Probability Sampling ◽  
Purposive Sampling ◽  
Electronic Service ◽  
Quality Aspects

abstract: This study aims to examine the positive influence of electronic service quality and food quality on customer loyalty. In the current era of digitalization, the tendency of Indonesian people to make online purchases through e-commerce has increased sharply. There are problems in the aspects of GoFood's electronic service quality (e-service quality) and the importance of assessing food quality aspects through GoFood delivery, so this research is important to do for both constructs by paying attention to the indirect relationship (mediation) of the value perceived by customers GoFood (perceived value) and GoFood customer satisfaction to GoFood customer loyalty. The sampling technique in this study used a non-probability sampling technique, namely purposive sampling, in which the specific respondents were GoFood customers who were well-known in various cities in Indonesia. The sample in this study may be 458 respondents with data methods through electronic questionnaires. The data were processed using validity, reliability and statistical analysis. The results showed that the e-service quality variable had a positive and significant effect both directly and indirectly through the mediation of perceived value and customer satisfaction on GoFood customer loyalty, while the food quality variable had no direct influence but had an indirect effect through perceived value and satisfaction to customer loyalty GoFood customers. abstract:Penelitian ini bertujuan untuk menguji pengaruh positif e-service quality dan food quality terhadap customer loyalty. Pada era digitalisasi saat ini, kecenderungan masyarakat Indonesia untuk melakukan pembelian online melalui e-commerce meningkat tajam. Adanya permasalahan dalam aspek kualitas pelayanan elektronik (e-service quality) GoFood dan pentingnya mengkaji aspek kualitas makanan (food quality) melalui pengantaran GoFood maka, penelitian ini penting dilakukan untuk meneliti kedua konstruk tersebut dengan memperhatikan hubungan tidak langsung (mediasi) dari nilai yang dirasakan pelanggan GoFood (perceived value) dan (customer satisfaction) atau kepuasan pelanggan GoFood terhadap loyalitas pelanggan GoFood. Teknik pengambilan sampel pada penelitian ini menggunakan teknik non-probability sampling yaitu purposive sampling dimana responden terkhusus merupakan pelanggan GoFood yang tersebar di berbagai kota di Indonesia. Sampel dalam penelitian ini berjumlah 458 responden dengan metode pengumpulan data melalui kuisioner elektronik. Data diolah dengan menggunakan analisis validitas, reliabilitas, dan analisis statistik. Hasil penelitian menunjukkan bahwa variabel e-service quality memiliki pengaruh positif dan signifikan baik secara langsung maupun tidak langsung melalui mediasi perceived value dan customer satisfaction terhadap customer loyalty pelanggan GoFood sedangkan variabel food quality tidak memiliki pengaruh secara langsung namun memiliki pengaruh secara tidak langsung melalui mediasi perceived value dan customer satisfaction terhadap customer loyalty pelanggan GoFood e-service quality, food quality, perceived value, customer satisfaction, customer loyalty

scholarly journals Pengaruh Perceived Value, Trust, Dan Customer Satisfaction Terhadap Customer Loyalty Pengguna Aplikasi M-Banking BCA Di Jakarta Barat

2021 ◽  
Vol 3 (3) ◽  
pp. 620
Author(s):  
Clarisa Stefaniem ◽  
Carunia Mulya Firdausy
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Positive Relationship ◽  
Sample Selection ◽  
Perceived Value ◽  
Sampling Technique ◽  
Assistance Program ◽  
Probability Sampling ◽  
Convenience Sampling

This study examines the effect of perceived value, trust, and customer satisfaction on customer loyalty to BCA m-banking users in West Jakarta. The population of this research is all BCA m-banking users in Jakarta. The sample in this study was 100 respondents who used the BCA m-banking application located in West Jakarta. The sampling technique used was convenience sampling, while non-probability sampling was used for sample selection by distributing online questionnaires through a google form which was then processed using the Smart PLS assistance program. The results showed that perceived value, trust, and customer satisfaction had a positive relationship with customer loyalty. Therefore, it is a must for BCA to give serious attention to these variables to improve its customers’ loyalty in using BCA m-banking. Penelitian ini bertujuan untuk menguji pengaruh perceived value, trust, dan customer satisfaction terhadap customer loyalty pengguna m-banking BCA di Jakarta Barat. Populasi dari penelitian ini adalah seluruh pengguna m-banking BCA di Jakarta. Sampel pada penelitian ini adalah 100 responden yang menggunakan aplikasi m-banking BCA berlokasi di Jakarta Barat. Teknik pengambilan sampel yang digunakan adalah convenience sampling sedangkan untuk pemilihan sampel menggunakan non-probability sampling dengan menyebarkan kuesioner secara online via google form yang kemudian diolah menggunakan bantuan program Smart PLS. Hasil penelitian menunjukkan bahwa perceived value, trust, dan customer satisfaction memiliki hubungan positif dengan customer loyalty. Oleh karena itu, BCA harus memperhatikan variabel-variabel ini untuk meningkatkan customer loyalty dalam penggunaan m-banking BCA.

Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction

2015 ◽  
Vol 33 (4) ◽  
pp. 404-422 ◽  
Author(s):  
Vinita Kaura ◽  
Ch. S. Durga Prasad ◽  
Sourabh Sharma
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Retail Banking ◽  
Content Type ◽  
Service Convenience ◽  
Perceived Price ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Purpose – The purpose of this paper is to examine the extent to which service quality, perceived price and fairness and service convenience influence customer satisfaction and customer loyalty for Indian retail banking sector. It further explores the role of customer satisfaction as mediating variable between service quality dimensions, perceived price and fairness, service convenience dimensions and customer loyalty. Design/methodology/approach – A cross-sectional research on 445 retail banking customers through questionnaire is conducted. Population of study is valued retail urban customers of banks in Rajasthan, India, who frequently visit bank premises for transactions, have accounts in at least two banks and have availed of at least one information technology-based services. Responses are analyzed using factor analyses and regression analyses. Findings – Results reveal that service quality dimensions, perceived price and fairness and service convenience dimensions have positive impact on customer satisfaction and customer loyalty. Moreover, customer satisfaction acts as mediating variable between its antecedents and customer loyalty. Research limitations/implications – This study has taken into account a specific category of retail banking customers. Thus, it limits generalization of results to other banking population. Practical implications – This study explains the importance of customer satisfaction for achieving customer loyalty for Indian retail banking sector. Originality/value – The paper underlines the importance of customer satisfaction for achieving customer loyalty. Impact of SERVCON dimensions on customer loyalty is found rare in literature.

scholarly journals MODEL PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN MELALUI KEPUASAN PELANGGAN DI STARBUCKS BALE KOTA TANGERANG

2021 ◽  
Vol 12 (02) ◽  
Author(s):  
Lia Amalia ◽  
Jovita Fellicia
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Sampling Technique ◽  
Quality Service ◽  
Dominant Position ◽  
Independent Variables

This study aims to determine the effect of product and service quality influence on customer loyalty through customer satisfaction as an intervening variable at Starbucks Bale Kota Tangerang. Independent variables consist of product quality and service quality, the dependent variable consists of customer loyalty and variables which include customer satisfaction. This research was conducted at Starbucks Bale Kota which is engaged in sales, located in Tangerang. The background behind sales research at Starbucks Bale Kota is indeed growing, but most of the sales come from new customers, not old customers or repurchases and in this study aims to see what influences the sense of customer loyalty to Starbucks Bale Kota. The authors of this study take product quality and service quality variables because these variables are in a dominant position in the Starbucks Bale Kota phenomenon. The sample used was 170 respondents with a sampling technique that is purposive sampling. The method of analysis used in this study is a non-probability sampling method with a research technique in the form of Path Analysis. The results showed that product quality and service quality had a positive and significant effect on customer satisfaction and customer loyalty. And customer satisfaction as an intervening variable is proven to have a greater influence than the direct effect.Keywords: product quality, service quality, customer satisfaction, customer loyalty

scholarly journals Pengaruh Experiential Marketing dan Service Quality terhadap Customer Loyalty: Customer Satisfaction sebagai Variabel Mediasi

2021 ◽  
Vol 5 (1) ◽  
pp. 56
Author(s):  
Ika Nurul Febrianti ◽  
Keni Keni
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Experiential Marketing ◽  
Probability Sampling ◽  
Beverage Industry ◽  
Food And Beverage Industry ◽  
Food And Beverage ◽  
Convenience Sampling

The aims of this study are four: first, to explore the effects of experiential marketing and service quality toward customer satisfaction. Second, to explore the effects of experiential marketing and service quality toward customer loyalty. Third, to explore the effects of customer satisfaction toward customer loyalty. Fourth, to find out the effects of experiential marketing and service quality toward customer loyalty if mediated by customer satisfaction. The samples that were collected were 154 respondents who are customers from one of food and beverage industry in Jakarta. The method of data collection is conducted by non-probability sampling with the technique of convenience sampling through online questionnaires. The data were analysed by using PLS-SEM. The results of this research are: First, experiential marketing and service service quality have a positive impact toward customer satisfaction. Second, experiential marketing has a positive impact toward customer loyalty, but service quality does not have a positive impact toward customer loyalty. Third, customer satisfaction has a positive impact toward customer loyalty. Fourth, experiential marketing and service quality have a positive impact toward customer loyalty if mediated by customer satisfaction. Tujuan dari penelitian ini ada empat : pertama menguji pengaruh experiential marketing dan service quality terhadap customer satisfaction. Kedua, menguji pengaruh experiential marketing dan service quality terhadap customer loyalty. Ketiga, menguji pengaruh customer satisfaction terhadap customer loyalty. Keempat, menguji pengaruh experiential marketing dan service quality terhadap customer loyalty bila dimediasi oleh customer satisfaction. Sampel yang dikumpulkan adalah 154 responden yang merupakan konsumen dari salah satu industri makanan dan minuman di Jakarta. Metode pengambilan data adalah non-probability sampling dengan teknik convenience sampling melalui kuesioner online. Analisis data menggunakan PLS-SEM. Hasil penelitian adalah: pertama, experiential marketing dan service quality berpengaruh positif terhadap customer satisfaction. Kedua, experiential marketing berpengaruh positif terhadap customer loyalty tetapi service quality tidak memiliki pengaruh positif terhadap customer loyalty. Ketiga, customer satisfaction memiliki pengaruh positif terhadap customer loyalty. Keempat, experiential marketing dan service quality berpengaruh positif terhadap customer loyalty bila dimediasi oleh customer satisfaction.

scholarly journals Prediksi Kualitas Pelayanan Dan Kepercayaan Terhadap Loyalitas Pelanggan: Kepuasan Pelanggan Sebagai Variabel Mediasi

2020 ◽  
Vol 2 (1) ◽  
pp. 110
Author(s):  
Juliana Juliana ◽  
Keni Keni
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Positive Prediction ◽  
Convenience Sampling

The purpose of this research is to examine whether 1) service quality and trust can predict customer loyalty, 2) servie quality and trust can predict customer satisfaction, 3) customer satisfaction can predict customer loyalty and 4) customer satisfaction can mediate service quality and trust on customer loyalty. The samples are 153 respondents by online questionnaires with the nonprobability sampling technique with convenience sampling. Overall, the result of this study are 1) service quality and trust can not positively and significantly predict customer loyalty, 2) service quality and trust can positively and significantly predict customer satisfaction, 3) customer satisfaction can positively and significantly predict customer loyalty, 4) customer satisfaction can mediate the positive prediction of service quality and trust on customer loyalty. Tujuan dari penelitian ini adalah untuk menguji apakah 1) kualitas pelayanan dan kepercayaan dapat memprediksi loyalitas pelanggan, 2) kualitas pelayanan dan kepercayaan dapat memprediksi kepuasan pelanggan, 3) kepuasan pelanggan dapat memprediksi loyalitas pelanggan dan 4) kepuasan pelanggan dapat memediasi kualitas layanan dan kepercayaan pada loyalitas pelanggan. Sampel penelitian adalah 153 responden dengan kuesioner online dengan teknik nonprobability sampling dengan convenience sampling. Secara keseluruhan, hasil penelitian ini adalah 1) kualitas layanan dan kepercayaan tidak dapat secara positif dan signifikan memprediksi loyalitas pelanggan, 2) kualitas layanan dan kepercayaan dapat memprediksi secara positif kepuasan pelanggan, 3) kepuasan pelanggan dapat secara positif dan signifikan memprediksi loyalitas pelanggan, 4) kepuasan pelanggan dapat memediasi prediksi positif kualitas layanan dan kepercayaan terhadap loyalitas pelanggan.

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