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 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 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 Customer satisfaction and customer loyalty in Vietnamese mobile telecommunication industry

2020 ◽  
Vol 5 (1) ◽  
Author(s):  
Trinh Kim Hoa ◽  
Luu Thi Bich Ngoc
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Positive Impact ◽  
Telecommunication Industry ◽  
Mobile Telecommunication ◽  
Price Perception ◽  
The Impact ◽  
Mobile Telecom

This study was aimed at investigating three factors (service quality, brand image and price perception) and assessed the degree of the impact of each factor on customer satisfaction, especially the relationship between customer satisfaction and customer loyalty in Vietnamese mobile telecom sector where there have been the existence of the fierce competition, mature market and internationally integrated economy, ultimately struggling for market share and survival. The results indicated that each factor (service quality, brand image, price perception) has a positive impact on customer satisfaction at the different level as well as a significantly positive relationship between customer satisfaction and customer loyalty in mobile telecommunication industry in Vietnam. The results of this study are consistent with the findings and evidence in the extant literature. The study provides the important feedback from customers to mobile telecom suppliers. Research findings are expected to be marketing insights for Vietnamese mobile telecom managers so that they can develop the sound marketing strategies in today’s competitive and costly market.

scholarly journals The Effect of Service Quality, Trust, Brand Image on Customer Satisfaction (Study on Cimb Niaga Tabungan Bisnis PT. Bank Cimb Niaga Tangerang Bintaro Branch)

2020 ◽  
Vol 5 (8) ◽  
pp. 1767-1772
Author(s):  
Defi Alfianto ◽  
Dr. Tafiprios, SE,. MM
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Questionnaire Data ◽  
Analysis Method ◽  
Convenience Sampling

In this researchpintends to analyze the influence of service quality, trust, brand image and customer satisfaction. The object of this research is the customer of bank cimb niaga branch tanggerang bintaro the number of samples specified is a total of 100 respondents by using slovin calculation method. The sample withdrawal method uses Convenience Sampling. The method performed for data collection using the survey method, with research instruments is a questionnaire. Data analysis method using SEM Partial Least Square (PLS).. Penelitian has proven telah that thequality of service has a positive and significant effect on customer satisfaction,trust kepercayaan has a positive and significant effect on customer satisfaction,and the brand image has a positive and significant effect on pt customer satisfaction. Bank CIMB Niaga Tangerang Bintaro Branch

ANALISA DAMPAK KEPUASAN PELANGGAN DALAM HUBUNGAN ANTARA ORIENTASI PELAYANAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN SALON MUSLIMAH

2021 ◽  
Vol 8 (3) ◽  
pp. 297
Author(s):  
Ibnu Jauzi ◽  
Ari Prasetyo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Orientation ◽  
Service Companies ◽  
The Impact ◽  
The Relationship ◽  
Pls Method

ABSTRAKLoyalitas pelanggan merupakan hal yang harus diutamakan perusahaan jasa dalam menjalankan bisnisnya. Tanpa adanya pelanggan yang loyal terhadap perusahaan maka sustainbility perusahaan tersebut akan terancam. Penelitian ini bertujuan untuk meneliti dampak orientasi pelayanan dan kualitas pelayanan terhadap loyalitas pelanggan melalui kepuasan pelanggan pada salon muslimah di Kota Kediri. Apakah dalam mencapai loyalitas pelanggan harus melalui kepuasan pelanggan atau tidak. Penelitian ini menggunakan pendekatan kuantitatif dengan metode SEM PLS. Pengujiannya dilakukan menggunakan aplikasi SmartPLS 3.0 dengan kategori responden yaitu pelanggan yang telah merasakan produk salon muslimah di Kota Kediri. Hasil penelitian menunjukkan adanya efek moderasi kepuasan pelanggan dalam hubungan orientasi dan kualitas pelayanan terhadap loyalitas pelanggan.Hal tersebut mengindikasikan bahwa orientasi dan kualitas pelayanan yang dilakukan oleh salon muslimah di Kota Kediri bisa dikategorikan baik sehingga membuat para pelanggannya menjadi loyal.Kata Kunci: Loyalitas Pelanggan, Orientasi Pelayanan, Kualitas Pelayanan, Kepuasan Pelanggan, Salon Muslimah. ABSTRACTCustomer loyalty is something that must be prioritized by service companies in running their business. Without customers who are loyal to the company, the company's sustainability will be threatened. This study aims to examine the impact of service orientation and service quality on customer loyalty through customer satisfaction at Muslimah salons in Kediri. Whether to achieve customer loyalty must go through customer satisfaction or not. This study uses a quantitative approach with the SEM PLS method. The test was carried out using the SmartPLS 3.0 application with the respondent category, namely customers who have experienced Muslim salon products in Kediri. The results showed that there was a moderating effect of customer satisfaction in the relationship between orientation and service quality on customer loyalty. This indicates that the orientation and quality of service carried out by muslimah salons in Kediri City can be categorized as good so that it makes its customers loyal.Keywords: Customer Loyalty, Service Orientation, Service Quality, Customer Satisfaction, Muslimah Salon.

scholarly journals Pengaruh Citra Merek dan Kualitas Produk Terhadap Kepuasan dan Loyalitas Pelanggan

2020 ◽  
Vol 4 (2) ◽  
pp. 231-240
Author(s):  
Eka Sapitri ◽  
Sampurno Sampurno ◽  
Iha Hayani
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Goodness Of Fit ◽  
Brand Image ◽  
Equation Modeling ◽  
Probability Sampling ◽  
Purposive Sampling ◽  
T Values

This study aims to determine the effect of brand image and product quality on customer satisfaction which has an impact on customer loyalty, especially for telon oil baby care products. The hypothesis used in this study: Brand Image influences Customer Satisfaction, Product Quality influences Customer Satisfaction, Brand Image influences Customer Loyalty, Product Quality influences Customer Loyalty, Customer Satisfaction influences customer loyalty. Research data were collected using a questionnaire distributed to respondents. The population in this study were mothers who have babies <4 years old who use Cussons Baby Telon Oil in the DKI Jakarta area. The sampling method used in this study is non probability sampling with purposive sampling technique. The number of samples in this study were 133 respondents. Data analysis uses SEM (Structural Equation Modeling) version 8.7 that meets the Goodness of Fit criteria. The results of the study concluded that there is an influence between the variables Brand Image and Product Quality on Customer Satisfaction with t values ​​of 6.89 and 5.68, respectively. The influence of Brand Image and Product Quality on Customer Loyalty with t values ​​of 2.00 and 2.71, respectively. The influence of Customer Satisfaction on Customer Loyalty with a value of t 3.06. Abstrak Penelitian ini bertujuan untuk mengetahui pengaruh citra merek dan kualitas produk terhadap kepuasan pelanggan yang berdampak pada loyalitas pelanggan khususnya untuk produk perawatan bayi minyak telon. Hipotesis yang digunakan dalam penelitian ini: Citra Merek berpengaruh terhadap Kepuasan Pelanggan, Kualitas Produk berpengaruh terhadap Kepuasan Pelanggan, Citra Merek berpengaruh terhadap Loyalitas Pelanggan, Kualitas Produk berpengaruh terhadap Loyalitas Pelanggan, Kepuasan Pelanggan berpengaruh terhadap loyalitas pelanggan. Data penelitian dikumpulkan dengan menggunakan kuesioner yang disebarkan pada responden. Populasi dalam penelitian ini adalah ibu-ibu yang memiliki bayi umur <4 tahun yang menggunakan Minyak Telon Cussons Baby di wilayah DKI Jakarta. Metode pengambilan sampel yang digunakan dalam penelitian ini adalah non probability sampling dengan tehnik pengambilan purposive sampling. Jumlah sampel pada penelitian ini adalah 133 responden. Analisis data menggunakan SEM (Structural Equation Modelling) versi 8.7 yang memenuhi kriteria Goodness of Fit. Hasil penelitian menyimpulkan bahwa adanya pengaruh antar variabel Citra Merek dan Kualitas Produk terhadap Kepuasan Pelanggan dengan nilai t masing-masing 6,89 dan 5,68. Adanya pengaruh Citra Merek dan Kualitas Produk terhadap Loyalitas Pelanggan dengan nilai t masing-masing 2,00 dan 2,71. Adanya pengaruh Kepuasan Pelanggan terhadap Loyalitas Pelanggan dengan nilai t 3,06. Kata Kunci : Citra Merek, Kualitas Produk, Kepuasan Pelanggan, Loyalitas Pelanggan, Cussons, SEM

scholarly journals Influential Factors on Customer Loyalty of La Moosh (Café), Hyderabad, Pakistan: An Empirical Approach

2020 ◽  
pp. 15-25
Author(s):  
Zuhaib Khokhar ◽  
Ramima Khokhar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Positive Impact ◽  
Influential Factors ◽  
Independent Variables ◽  
Strongly Agree ◽  
Customer Trust ◽  
Relationship Of

Customers are the kings of any enterprise. They are considered as the backbone behind the triumph of a company. This is the quantitative and correlational research in nature. It aims at identifying the most influential factors or elements that can bring about impacts on customer loyalty. The most influential factors came out to be our service quality, customer satisfaction, customer trust and brand image have an impact on the loyalty of customers. The elements like service quality, customer satisfaction, customer trust and brand image are independent variables, whereas the dependent variable only includes customer loyalty. The targeted population is comprised of all those people and customers who visit La Moosh (Café), Hyderabad, Pakistan. For a collection of data, a closed-ended 5-point likert scale was established (from strongly disagree to strongly agree). A sample of 250 questionnaires was distributed and administered in IBM SPSS version 25. Three major tests are entertained for analysis such as factor analysis, reliability analysis (Cronbach’s Alpha) test and regression analysis test. Findings show that there is a significant and direct relationship of independent variables including service quality, customer satisfaction, customer trust and brand image on the dependent variable i.e. customer loyalty on La Moosh, Hyderabad, Pakistan. Therefore, it was recommended to enhance all the variables (service quality, customer satisfaction, customer trust and brand image) that have a significant positive impact on customer loyalty.

scholarly journals Pengaruh Kualitas Layanan terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan sebagai Variabel Intervening (Studi pada Pelanggan Dunkin’ Donuts di Surabaya dan Sidoarjo)

2018 ◽  
Vol 9 (1) ◽  
pp. 43
Author(s):  
Kiki Amelia Dewi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Likert Scale ◽  
Scale Analysis ◽  
Men And Women ◽  
Probability Sampling ◽  
Sample Object

The purpose of this study is to find out is there any influence of service quality on customer loyalty through customer satisfaction as intervening variable on customer Dunkin’ Donuts in Surabaya and Sidoarjo. This research using non-probability sampling with judgemental sampling as sampling category. This research take 220 people as a respondents of the sample object. The respondents of this research is the customer Dunkin 'Donuts men and women aged 18-50 years who have made a purchase and consume directly at the Dunkin' Donuts at least 2 times in the last 3 months. The instruments used is an observation, documentation, interview and questionnaire that analyzed using a Likert scale. Analysis of data using path analysis. The result of this research showed that there is any influence of service quality on customer loyalty through customer satisfaction as intervening variable.  

scholarly journals PENGARUH KUALITAS PELAYANAN, CITRA MEREK DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN LOGISTIK PADA PT. TIKI JALUR NUGRAHA EKAKURIR (JNE) DI KOTA GRESIK

MANAJERIAL ◽  
2018 ◽  
Vol 4 (2) ◽  
pp. 41
Author(s):  
RETNO AYU MULFI
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Literature Review ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Customer Loyalty ◽  
Brand Image ◽  
Sampling Technique ◽  
The City

This study aims to examine the effect of Service Quality, Brand Image and Customer Satisfaction on Logistics Customer Loyalty at PT. Tiki Track Nugraha Ekakurir (JNE) in the City of Gresik. Then a literature review and the preparation of hypotheses were carried out, data were also obtained from questionnaires on 96 Gresik people who had used PT. Tiki Nugraha Ekakurir Line (JNE) using nonprobability sampling technique. Testing is done using multiple linear regression. The results of the analysis show that service quality significantly affects customer loyalty, brand image significantly influences customer loyalty and customer satisfaction significantly influences customer loyalty.

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