scholarly journals KEPUTUSAN PENGAMBILAN KREDIT PEMILIKAN RUMAH (KPR) PENGARUH BRAND AWARENESS, PHYSICAL EVIDENCE DAN SERVICE QUALITY PADA PT. BTN (PERSERO) Tbk

2021 ◽  
Vol 11 (2) ◽  
pp. 114-129
Author(s):  
Maria Widyastuti
Keyword(s):  
Service Quality ◽  
Sample Size ◽  
Sampling Method ◽  
Regression Coefficient ◽  
Brand Awareness ◽  
Purposive Sampling ◽  
Physical Evidence ◽  
Branch Office

This research aims to determine the effect of brand awareness, physical evidence and service quality on mortgage decisions at Bank BTN Branch Office Surabaya Bukit Darmo. The sampling method are purposive sampling method with sample size of 100 respondents. The results showed that: (1) there is a positive and significant impact of brand awareness on the decisions to make KPR at Bank BTN Surabaya Bukit Darmo Branch office (2) There is a positive and significant effect of physical evidence on decision to make KPR at Bank BTN Surabaya Bukit Darmo Branch Office (3) there is a positive and significant  effect of service quality on the decisions to make KPR at Bank BTN  Surabaya Bukit Darmo  Branch Office; and the regression coefficient is 0.314. (4) The influence of brand awareness, physical evidence and service quality on mortgage decisions at Bank BTN Surabaya Bukit Darmo Branch Office (adjusted R2) is 79.7%.

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  

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PADA PT. MANDALA MULTI FINANCE CABANG PALU

2020 ◽  
Vol 3 (2) ◽  
pp. 151-158
Author(s):  
Dewi Dewi ◽  
Chalil Chalil ◽  
Syamsul Bachri Daeng Parani
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Sampling Method ◽  
Sampling Technique ◽  
Purposive Sampling ◽  
Physical Evidence

 The purpose of this study is to determine the effect of service quality on customer satisfaction at  PT. Mandala Multi Finance Palu Branch. The sample used is 90 respondents, with sampling  technique used is purposive sampling. Method of data analysis used in this research is Multiple Linear Regression. The results showed that service quality variables consisting of physical evidence, empathy, reliability, responsiveness, and collateral simultaneously have a significant effect on customer satisfaction at PT. Mandala Multi Finance Palu Branch. While the partial physical evidence, empathy, kahandalan, responsiveness, and guarantee also significantly affect customer satisfaction at PT. Mandala Multi Finance Palu Branch. Tujuan dari penelitian ini yaitu untuk mengetahui pengaruh kualitas layanan terhadap kepuasan nasabah pada PT. Mandala Multi Finance Cabang Palu. Sampel yang digunakan penelitian ini yaitu sebanyak 90 responden, dengan teknik penarikan sampel yang digunakan adalah purposive sampling.Metode analisis data yang digunakan dalam penelitian ini adalah Regresi Linear Berganda. Hasil penelitian menunjukkan bahwa variabel kualitas layanan yang terdiri bukti fisik, empati, kahandalan, daya tanggap,dan jaminan secara serempak berpengaruh signifikan terhadap kepuasan nasabah pada PT. Mandala Multi Finance Cabang Palu. Sedangkan secara parsial bukti fisik, empati, kahandalan, daya tanggap,dan jaminan juga berpengaruh signifikan terhadap kepuasan nasabah pada PT. Mandala Multi Finance Cabang Palu.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN MEMBELI TIKET PADA AGEN JASA MASKAPAI PENERBANGAN PT. GARUDA AIRLINES DI KOTA PALU

2020 ◽  
Vol 2 (3) ◽  
pp. 207-218
Author(s):  
Henny Puspitasari ◽  
Rosida P Adam ◽  
Syamsul Bachri Daeng Parani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Sampling Method ◽  
Sampling Technique ◽  
Purposive Sampling ◽  
Physical Evidence

This study aims to examine the simultaneous and partial influence of tangibles (X1), reliability (X2), responsiveness (X3), assurance (X4), and empathy (X5) on customer satisfaction (Y) in Garuda Airlines agent in Palu City. The type of research is descriptive-causal. Sampling technique is purposive sampling method. The results show that the dimensions of service quality consisting of physical evidence, empathy, reliability, responsiveness, and assurance simultaneously have a significant influence on customer satisfaction of buying tickets at Garuda Airline service agents. Partially, all the dimension of service quality have significant influence on the customer satisfaction of buying tickets at The Garuda airline service agent in Palu City. Penelitian ini bertujuan untuk mengetahui pengaruh secara serempak dan parsial dari tangibles (X1), reliability (X2), responsiveness (X3), assurance (X4), empathy (X5) terhadap kepuasan konsumen (Y) yang melakukan pembelian tiket pada agen jasa maskapai PT.Garuda Airlines di Kota Palu. Jenis penelitian ini yaitu jenis penelitian deskriptif kausal. Teknik penarikan sampel menggunakan metode purposive sampling Hasil penelitian menunjukkan bahwa dimensi kualitas layanan yang terdiri dari Bukti Fisik, Empati, Kehandalan, Daya Tanggap, dan Jaminan secara serempak berpengaruh signifikan terhadap kepuasan konsumen membeli tiket pada agen  jasa maskapai penerbangan PT. Garuda Airlines. Dimensi Bukti Fisik berpengaruh signifikan terhadap kepuasan konsumen membeli tiket pada agen jasa maskapai penerbangan PT. Garuda Airlines. Dimensi Empati berpengaruh signifikan terhadap kepuasan konsumen membeli tiket pada agen jasa maskapai penerbangan PT. Garuda Airlines. Dimensi Kehandalan berpengaruh signifikan terhadap kepuasan konsumen membeli tiket pada agen jasa maskapai penerbangan PT. Garuda Airlines. Dimensi Daya Tanggap berpengaruh signifikan terhadap kepuasan konsumen membeli tiket pada agen jasa maskapai penerbangan PT. Garuda Airlines. Dimensi Jaminan berpengaruh signifikan terhadap kepuasan konsumen membeli tiket pada agen jasa maskapai penerbangan PT. Garuda Airlines.

scholarly journals EFFECT OF PRICE PERCEPTION AND BRAND AWARENESS ON SERVICE QUALITY MEDIATED BY PURCHASING DECISIONS

2021 ◽  
Vol 1 (4) ◽  
pp. 183-195
Author(s):  
Melitina Tecoalu ◽  
Hery Winoto Tj ◽  
Ferdian Ferdian
Keyword(s):  
Service Quality ◽  
Social Life ◽  
Sampling Method ◽  
Financial Institution ◽  
Brand Awareness ◽  
Quality Service ◽  
Purchasing Decisions ◽  
Price Perception ◽  
Goods And Services ◽  
Finance Company

The finance company industry experienced much pressure in 2020 due to the covid-19 pandemic, this condition made business activities and social life almost stopped. This research was conducted at PT. Maybank Indonesia Finance is one of the financing companies in Indonesia that is currently proliferating. Purchasing decisions have an essential meaning for a financial institution because credit is one of the directives of funding by financial institutions to people who want to get an item on credit as the institution's main business. In determining a decision to purchase products and services, consumers perceive the goods and services they buy, such as the perception of the price of an item or service in making a purchase, and consumers can recognize the company's brand awareness. This research was conducted by nonprobability sampling method with purposive sampling type. Researchers distributed questionnaires to 100 Maybank Finance consumer respondents in Indonesia who had purchased Maybank Finance car loans in 2018-2020. The results of the analysis conclude that price perception has a positive and significant effect on purchasing decisions. Brand awareness has a positive and significant effect on credit purchasing decisions. Price perception has a positive and significant effect on service quality. Brand awareness has a positive and significant effect on service quality. Service quality has no positive and significant effect on purchasing decisions at Maybank Finance. Service quality mediating between brand awareness and purchasing decisions is not significant.

scholarly journals SHARIA COMPLIANCE AND ISLAMIC CORPORATE GOVERNANCE

TRIKONOMIKA ◽  
2019 ◽  
Keyword(s):  
Corporate Governance ◽  
Sample Size ◽  
Analytical Method ◽  
Sampling Method ◽  
Profit Sharing ◽  
Purposive Sampling ◽  
Independent Variables ◽  
Negative Effect ◽  
Positive Effect

This study aims to examine the effect of sharia compliance and Islamic corporate governance on fraud in Sharia banks. Independent variables used are sharia compliance with Profit Sharing Ratio as a proxy and Islamic corporate governance. The dependent variable used is fraud. The population in this study is all Sharia Banks which is registered in Bank Indonesia in the period 2015 to 2017. The sample was selected using purposive sampling method. Sample size in this research as much as 33 Sharia Banks. Those total samples used in this study which consist of 11 Sharia Banks within 3-year study period. The analytical method used in this study is multiple linier regression.The results of this study indicate that the sharia compliance with the Profit Sharing Ratio as a proxy, has a negative effect on fraud in Sharia bank while Islamic corporate governance has no positive effect on fraud in Sharia banks.

scholarly journals PENGARUH FAKTOR EKUITAS MEREK TERHADAP KEPUTUSAN PEMBELIAN SABUN DETERJEN MEREK RINSO DI KELURAHAN LAYANA INDAH KOTA PALU

2015 ◽  
Vol 1 (1) ◽  
pp. 15-22
Author(s):  
Suriani Labolo ◽  
Maskuri Sutomo ◽  
Rahmat Mubaraq
Keyword(s):  
Sample Size ◽  
Brand Equity ◽  
Significant Influence ◽  
Brand Loyalty ◽  
Sampling Technique ◽  
Brand Awareness ◽  
Purchase Decision ◽  
Quality Perception ◽  
Purposive Sampling ◽  
Brand Association

The  research  aims  to  analyze  the  influence  of  brand  equity  that consists  of  brand  awareness, quality perception, brand association, and brand loyalty, on customer purchase decision to buy Rinso at  Layana  Indah Village  in  Palu.  Sample  size  of  the  study  is  72  respondents  who selected  through purposive sampling technique. The results indicate that all variables, namely brand awareness, quality perception,  brand  association, and  brand  loyalty  simultaneously  have  significant  influence  on customer purchase  decision.  The  Adjusted  R  square  of  0.527  indicates  that brand  equity  has  52,7 percent  of  the  variability  of  customer  purchase decision,  while  47,3  percent  influenced  by  other variables  that  are  not studied.  Partially,  all  variables  have  positive  and  significant  influence  on customer purchase decision to buy Rinso detergent. Tujuan penelitian ini adalah untuk mengetahui pengaruh ekuitas merek yang terdiri atas kesadaran merek,  persepsi  kualitas,  asosiasi  merek, dan  loyalitas  merek  terhadap  keputusan  pembelian  produk deterjen merek Rinso di Kelurahan Layana Indah Kota Palu. Sampel dalam penelitian ini sebanyak 72 orang  dengan  teknik  penarikan  sampel menggunakan  purposive  sampling.  Hasil  penelitian menunjukan bahwa secara simultan variabel ekuitas merek yang terdiri dari kesadaran merek, persepsi kualitas,  asosiasi  merek  dan  loyalitas  merek  memiliki pengaruh  signifikan  terhadap  keputusan konsumen sehingga apabila variabel ekuitas merek diterapkan secara baik maka keputusan pembelian juga akan meningkat, dengan nilai adjusted R square 0.527, artinya bahwa ekuitas merek berpengaruh terhadap  keputusan pembelian  sebesar  52.7 %  dan  sisanya  sebesar  47.3 %  dipengaruhi oleh  variabel lain yang tidak diteliti. Secara parsial variabel kesadaran merek, persepsi kualitas, asosiasi merek dan loyalitas  merek berpengaruh  signifikan  terhadap  keputusan  pembelian  dalam menggunakan  produk sabun deterjen merek Rinso.

Studi Kualitas Pelayanan Nasabah Pada Bank Mandiri Area Semarang Pahlawan

2021 ◽  
Vol 20 (1) ◽  
pp. 53-72
Author(s):  
Inggrid Benedicta Sutanto ◽  
I Made Sukresna
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Sampling Method ◽  
Primary Data ◽  
Analysis Tool ◽  
Purposive Sampling ◽  
Qualitative Descriptive ◽  
Descriptive Approach

The objectives of this study are: (1). Assessing customer service quality in the aspects of tangibles, reliability, responsiveness, assurance, and empathy; (2). Assessing ways to increase customer satisfaction in order to achieve or exceed service targets. The type of data used is primary data which comes from 2 (two) groups of informants, namely customers and employees, with a purposive sampling method. The analysis tool uses a pure qualitative descriptive approach. The results of the study prove that: Customer satisfaction with the services provided by Bank Mandiri Semarang Pahlawan area regarding the dimensions of tangibles, reliability, responsiveness, assurance, and empathy is at the level of confirmation or satisfaction. Furthermore, how to increase customer satisfaction in order to achieve or exceed service targets by providing more attractive facilities, the number of front liner officers and queuing seats added, strategies to stay on time and fulfill obligations as marketing, increase cooperation with all departments.

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 KESADARAN MEREK MENINGKAT KARENA PERIKLANAN DAN HUBUNGAN MASYARAKAT (Studi Pada Konsumen Maskapai Penerbangan Citilink)

2018 ◽  
Vol 6 (1) ◽  
Author(s):  
Agung Rachmadi S
Keyword(s):  
Public Relations ◽  
Multiple Regression ◽  
Quantitative Research ◽  
Sampling Method ◽  
Sampling Technique ◽  
Brand Awareness ◽  
Purposive Sampling ◽  
Descriptive Research ◽  
Study Researcher

In this study, researcher aims to discuss about advertising and public relations as tools to create brand awareness on Citilink Airlines. This study was a quantitative research appertaining descriptive research. Sampling technique in this study was nonprobability sampling with purposive sampling method with 100 respondents who stay in Malang Raya and respondents must be more than 17 years old and stay in Malang for long periode of time or just for awhile and know Citilink Airlines. Analyze tool of data which used was multiple regression analyze. The results of this study is advertising and public relations have significant effect on brand awareness as parsial

scholarly journals MODEL EMPIRIS MEMBANGUN KESETIAAN PELANGGAN BERBASIS KUALITAS PELAYANAN DENGAN MEDIASI KUALITAS HUBUNGAN PADA INDUSTRI RITEL BERBASIS JEJARING MINIMARKET

2018 ◽  
Vol 11 (2) ◽  
pp. 311
Author(s):  
Mohammad Dimyati ◽  
Mochammad Farid Afandi
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
Direct Effect ◽  
Customer Loyalty ◽  
Empirical Model ◽  
Indirect Effect ◽  
Sampling Method ◽  
Important Influence ◽  
Purposive Sampling ◽  
Region I

<p class="Style3"><em>The objective of this research is to analysis the direct effect of service quality on relationship quality and customer</em><em> </em><em>loyalty,</em><em> </em>the direct<em> effect of relationship quality on customer loyalty, and</em><em> </em><em>indirect effect of service quality on customer loyalty medi</em><em>a</em><em>ted by relationship quality. This research also aims to build an empirical model of customer loyalty based on service quality</em><em>,</em><em> mediated by relationship quality in the networked minimarkets in </em><em>Besuki Raya</em><em> Region, East Java Province, Indonesia. This is a confirmatory research and </em><em>also </em><em>explanatory research with p</em><em>opulation</em><em> consists of customers of the networked minimarkets located in </em><em>5</em><em> areas in B</em><em>esuki Raya.</em><em> Region, i</em><em>.</em><em>e., Banyuwangi, Jember, Bondowoso, Situbondo,</em><em> </em><em>Lumajan</em><em>g</em><em>. This research used purposive sampling method by distributing</em><em> </em><em>questionnaires</em><em> to respond</em><em>ents</em><em>. The total of 140 respondents used as the sample. The results show</em><em> </em><em>that the improvement of service quality directly increases re</em><em>lationship</em><em> quality, the improvement of relationship quality directly increases customer loyalty, and that relationship quality has a significant and important influence in med</em><em>iating the</em><em> effect of service quality on customer loyalty. </em>However, <em>this research proves that the improvement of service quality has no direct effect </em><em>on increasing customer loyalty.</em></p>

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