scholarly journals CREATE a CUSTOMER LOYALTY In TRAVEL SECTOR

2020 ◽  
Vol 20 (2) ◽  
pp. 141
Author(s):  
Siti Maemunah
Keyword(s):  
Customer Satisfaction ◽  
Technological Innovation ◽  
Customer Loyalty ◽  
Point Of View ◽  
Theoretical Point ◽  
Significant Positive Effect ◽  
Proposed Model ◽  
Travel Industry ◽  
Travel Decision ◽  
Positive Effect

<p>Research related to loyal customers in the travel industry. The travel industry adopts strategic e-marketing, technological innovation, trust and value to customers. Customers feel satisfied, thus creating customer loyalty. The methodology for this writing was to distribute questionnaires to 240 travel decision makers (managers / directors / owners). The data were analyzed through the SEM research hypothesis using SPSS / AMOS applied to the relationship and hypothesis testing. The results showed that strategic e-marketing, technological innovation, trust and value on customers had a direct and significant positive effect on satisfaction. Customer satisfaction has a direct and significant positive effect on customer loyalty. The implication of writing helps marketing managers to encourage customer satisfaction by fostering trust and value, creating customer loyalty in the travel sector. This novelty research provides new insights in the development of e-marketing strategies and technological innovation has been recognized as a developing concept that has received intense attention from both literature reviews and practitioners. In addition, further empirical research is still needed to investigate all-digital marketing insights around the world. To enrich the theoretical point of view of the proposed model, further research can carry out a comparative study between industry and developing countries.</p>

scholarly journals Determinan Kepuasan, Kepercayaan dan Loyalitas Pelanggan UKM Sasirangan Melalui Media Sosial Instagram (Studi Pada Pelanggan yang merupakan Followers/Pengikut Kasasiur_Banjar )

2021 ◽  
Vol 5 (1) ◽  
pp. 14-30
Author(s):  
Rizki Adhani ◽  
RR Yulianti Prihatiningrum
Keyword(s):  
User Interface ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Information Quality ◽  
Equation Modeling ◽  
Significant Positive Effect ◽  
Interface Quality ◽  
Customer Trust ◽  
Positive Effect

This study aims to analyze the influence of User Interface Quality (X1), Information Quality (X2), Privacy Perception (X3) and Price (X4) on Satisfaction (Y1), analyze the influence of User Interface Quality (X1), Information Quality (X2), Privacy Perception (X3) and Satisfaction (Y1) on Trust (Y2) and analyze the influence of Satisfaction (Y1) and Trust (Y2) on Customer Loyalty (Y3).This research is a quantitative study using a survey approach. This research method uses a questionnaire with 150 respondents who are Instagram followers with kasasiur_banjar accounts. In this study using the Non Probability Sampling technique by purposive sampling. Measurement of variables using a Likert scale technique with a scale of weights from 1 to 5. To determine the effect of the studied variables Structural Equation Modeling (SEM) analysis tools are used.The results of the study concluded that User Interface quality has a significant positive effect on customer satisfaction. User Interface quality has a significant positive effect on customer trust. Information quality has a significant positive effect on customer satisfaction. The quality of information t has a significant positive effect on customer trust. Privacy perception has a significant positive effect on customer satisfaction. Privacy perception has a significant positive effect on customer trust. Price has a significant positive effect on customer satisfaction. Customer satisfaction has a significant positive effect on trust. Customer satisfaction has a significant positive effect on customer loyalty. Customer trust has a significant positive effect on customer loyalty. 

scholarly journals Building customer loyalty for light steel products “Kencana Truss” in Bali

2019 ◽  
Vol 6 (4) ◽  
pp. 156-168
Author(s):  
I Komang Adi Dana Wijaya ◽  
Ni Wayan Sri Suprapti
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Modeling ◽  
Brand Trust ◽  
Significant Positive Effect ◽  
Analysis Technique ◽  
Positive Effect

The purpose of this study is to explain the effect of product quality on customer satisfaction mediated by brand image and brand trust, ultimately determining customer loyalty. The questionnaire distributed 175 copies to the users of Kencana Truss light steel in Bali Province, but valid for processing 133 copies. Data were analyzed using SEM (Structural Equation Modeling) analysis technique. The results of this study found that variable product quality, brand image, and brand trust have a significant positive effect on customer satisfaction. Customer satisfaction variables have a significant positive effect on customer loyalty. Variable brand image and brand trust, significantly mediate the effect of product quality on customer satisfaction. Similarly, customer satisfaction mediates the effect of brand image and brand trust on customer loyalty. The implications of the results of this study indicate that product quality is found as a major factor in increasing customer satisfaction which ultimately results in customer loyalty. Providers of light steel products should pay special attention to product quality, so customer satisfaction and loyalty can be maintained.

scholarly journals Analisis Pengaruh Bauran Pemasaran, Loyalty Program, Intentions to Switch Terhadap Kepuasan Pelanggan dan Implikasinya Pada Loyalitas Pelanggan PT. Bank Negara Indonesia 46 Merauke

2020 ◽  
Vol 13 (1) ◽  
pp. 22-31
Author(s):  
Lia Yudar Pratiwi
Keyword(s):  
Customer Satisfaction ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Marketing Mix ◽  
Loyalty Programs ◽  
Significant Positive Effect ◽  
Loyalty Program ◽  
Analysis Technique ◽  
Negative Effect ◽  
Positive Effect

This study aims to analyze the effect of marketing mix on customer loyalty, analyze the effect of loyalty programs on customer loyalty, analyze the effect of intentions to switch on customer loyalty, analyze the effect of customer satisfaction on customer loyalty, analyze the effect of marketing mix on customer loyalty through customer satisfaction and analyze the effect loyalty program to customer loyalty through customer satisfaction PT. Bank Negara Indonesia 46 Merauke. The sample in this study was 76 customers. The analysis technique uses path analysis. The marketing mix has a significant positive effect on customer loyalty. The loyalty program has a significant positive effect on customer loyalty. Intentions to switch has a significant negative effect on customer loyalty. Customer satisfaction has a significant positive effect on customer loyalty. The marketing mix does not have a significant effect on customer loyalty through customer satisfaction. Loyalty programs do not significantly influence customer loyalty through customer satisfaction. Intentions to switch affect customer loyalty through customer satisfaction PT. Bank Negara Indonesia 46 Merauke.

scholarly journals PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEGABAI VARIABEL INTERVENING PADA PENGGUNA OJEK ONLINE GRAB (STUDI PADA MAHASISWA STIE TAMANSISWA BANJARNEGARA)

Medikonis ◽  
2020 ◽  
Vol 11 (1) ◽  
pp. 1-15
Author(s):  
Lustono Lustono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Negative Relationship ◽  
Sampling Technique ◽  
Significant Positive Effect ◽  
The Relationship ◽  
Positive Effect

ABSTRACT This study aims to determine the effect of service quality with price on customer loyalty through customer satisfaction as an intervening variable. STIE Tamansiswa Banjarnegara case study. In this study the independent variable consists of service quality and price, the intervening variable is customer satisfaction and the dependent variable is customer loyalty. The population of this study is 203 the total number of active students of STIE Tamansiswa Banjarnegara. While the sample of this study was 135 respondents. With accidental sampling technique. The type of research data is primer and data collection techniques using questionnaires. The results showed that partially the quality of service did not have a significant positive effect on customer loyalty. Price has a significant positive effect on customer loyalty. Service quality has a significant positive effect on customer satisfaction. Price has a significant positive effect on customer satisfaction. Customer satisfaction has a positive effect on customer loyalty. Customer satisfaction does not mediate the relationship between customer satisfaction and customer loyalty. Customer satisfaction can mediate a negative relationship between price and customer loyalty.

scholarly journals PENGARUH PHARMACIST SERVICES TERHADAP LOYALTY MELALUI SATISFACTION PADA APOTEK PEMERINTAH DI KOTA AMBON

2017 ◽  
Vol 9 (1) ◽  
pp. 119
Author(s):  
Imelda Ongkiwijaya
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Sampling Method ◽  
Equation Modelling ◽  
Proposed Model ◽  
The Government ◽  
Pharmacist Services ◽  
Positive Effect

<div class="WordSection1"><p><em>This research discusses about the influence of Pharmacist Services toward Loyalty through Customer Satisfaction to the Government Pharmachy in Ambon. The objectives of this research were 1) to analyze the influence of Pharmacist Services toward Customer satisfaction, 2) to analyze the influence of Customer satisfaction toward Customer Loyalty, 3) to analyze the influence of Pharmacist Services toward Customer loyalty. These objectives were researched through 200 respondents who satisfy: ages above 17 years old and consumers who have come to government pharmachy in Ambon at least two times in three months. Respondents were chosen using purposive sampling method and the data collected were analysed using AMOS version 21.0 and SPSS version 13.0. The proposed model was tested through Structural Equation Modelling (SEM) and was analyzed using AMOS version 21.0. The result of This research showed that 1) pharmacist services was found to have positive effect on customer satisfaction, 2) </em><em>customer satisfaction was found to have positive effect on loyalty, 3) pharmacist services was found to have positive effect on customer loyalty.</em></p></div><p><em> </em></p><p><strong><em>Keywords</em></strong><em>: Pharmacist services, Customer satisfaction, Loyalty, Government pharmachy in Ambon.</em></p>

scholarly journals Effect of marketing mix and service quality on customer satisfaction and loyalty (A study on PT. Mutiara Cemerlang Utama Bali)

2021 ◽  
Vol 4 (2) ◽  
pp. 77-84
Author(s):  
Ni Nyoman Ardani ◽  
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Marketing Mix ◽  
Partial Least Square ◽  
Analysis Tool ◽  
Significant Positive Effect ◽  
Positive Effect ◽  
Customer Satisfaction And Loyalty

The COVID – 19 pandemic been made bad impact all tourism sector. Travels agents need to be adapted to pandemic condition to survive in this current situation. The purpose of this research is to test the influence of marketing mix, quality of service on customer satisfaction and loyalty. This study took samples on the research population customers of PT. Mutiara Cemerlang Utama Bali who buys domestic and international flight tickets, makes hotel room reservations, tour package, India pilgrimage tours, assistant to make passport and visa extension. This research leads to descriptive and verificative research called explanatory research. The data was collected by interviewing and disseminating questionnaires by purposive sampling method processed using Partial Least Square (PLS) analysis tool, the number of samples used by 120 samples. The results obtained in this study are that the marketing mix has a significant positive effect on customer satisfaction, the quality of service has a significant positive effect on customer satisfaction, but marketing mix and quality of service have a positive effect on customer loyalty. This is due to several factors that affect such as the price competition of travel agents. Customer satisfaction has a positive and significant effect on customer loyalty.

scholarly journals PERAN KEPUASAN PELANGGAN DALAM MEMEDIASI PENGARUH KUALITAS PRODUK TERHADAP LOYALITAS PELANGGAN KFC DI KOTA DENPASAR

2019 ◽  
Vol 8 (12) ◽  
pp. 7349
Author(s):  
Ni Made Desy Shinta Sari ◽  
I Made Jatra
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Significant Positive Effect ◽  
Level Of Satisfaction ◽  
Positive Effect ◽  
Descriptive Statistical Analysis

The purpose of this study was to determine the effect of the role of customer satisfaction in mediating the effect of product quality on customer loyalty. This study located in Denpasar City involved 100 respondents who had consumed KFC more than once with the purposive sampling method, collected through a questionnaire using descriptive statistical analysis techniques and path analysis and sobel test. Based on the results of the analysis it was found that product quality had a significant positive effect on customer satisfaction. The higher the quality provided, the higher the level of satisfaction felt. Product quality has a significant positive effect on customer loyalty. The higher the quality of the product, the higher the level of customer loyalty for a product. Customer satisfaction has a significant positive effect on customer loyalty. The higher the level of customer satisfaction, the higher the level of customer loyalty to the product provided. Customer satisfaction is able to mediate the influence of product quality on customer loyalty. The role of mediation owned by customer satisfaction indirectly affects product quality towards customer loyalty. Keywords: product quality, customer satisfaction, customer loyalty

The Influence of Marketing Information Systems on Customer Loyalty in the Denpasar Automotive Industry in the Time of Covid-19

2021 ◽  
Vol 8 (1) ◽  
pp. 81-89
Author(s):  
Kelvin Hendrata ◽  
Putu Ngurah Suyatna Yasa ◽  
Ni Luh Putu Indiani
Keyword(s):  
Information System ◽  
Information Systems ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Automotive Industry ◽  
Significant Positive Effect ◽  
Insignificant Effect ◽  
Marketing Information ◽  
Positive Effect

Corona Virus Disease (Covid-19) in a pandemic situation, various elements are affected, one of which is the automotive sector. Companies are required to increase profits where in the current conditions loyal customers are the basis of their market. arketing information systems are important to increase customer loyalty during a pandemic accompanied by quality service and customer satisfaction. This study aims to determine the correlation between the marketing information system mediated by service quality, customer satisfaction, and customer loyalty in the automotive industry in Denpasar. The sample method uses random sampling with accidental sampling through distributing questionnaires that are measured using a Likert scale. The research sample consisted of 80 respondents, namely customers who had been to an authorized car dealer in the city of Denpasar. The results showed that the marketing information system had a positive and insignificant effect on customer loyalty. Marketing information systems have a significant positive effect on service quality and customer satisfaction. Service quality has a significant positive effect on customer loyalty, besides that customer satisfaction has a positive and insignificant effect on loyalty. Service quality and customer satisfaction are perfect mediations of the relationship between marketing information systems and customer loyalty, so this shows that marketing information systems are needed to maintain customer loyalty which is assisted by service quality and customer satisfaction so that companies can survive the Covid-19 era, especially in the industry automotive.

scholarly journals Service Quality, Customer Satisfaction, and Company Image towards Customer Loyalty At Pt. Gajah Gotra Bali

2020 ◽  
Vol 11 (09) ◽  
Author(s):  
Anak Agung Istri Setiari JMH ◽  
Anak Agung Putu Agung ◽  
I Wayan Sujana ◽  
Nengah Landra
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Positive Effect ◽  
High Level ◽  
The Relationship ◽  
Positive Effect

The high level of competition causes several companies experiencing business bankruptcy. In the last 6 years, based on data from several Bali Branch Logistics Associations, it shows a decrease in the number of association members. This study aims to analyze and determine the effect of service quality, customer satisfaction, company image on customer loyalty at PT. Gajah Gotra Bali. The research was conducted on 100 employees through interviews and questionnaires. Data were analyzed using the Smart PLS-SEM version 23.0 program. The results showed that service quality has a significant positive effect on customer satisfaction, company image and customer loyalty. Customer satisfaction has a significant positive effect on customer loyalty. Company image has no effect on customer loyalty. Customer satisfaction is able to mediate the service quality relationship to customer loyalty. Company image is not able to mediate the relationship between service quality and customer loyalty.

scholarly journals SERVICE QUALITY, PRICE, CUSTOMER SATISFACTION AND CUSTOMER LOYALTY: A STUDY OF CONVENIENCE STORES IN HO CHI MINH CITY

2020 ◽  
Vol 37 (01) ◽  
Author(s):  
DAM TRI CUONG ◽  
NGUYEN THANH LONG
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Ho Chi Minh City ◽  
Equation Modeling ◽  
Future Research ◽  
Significant Positive Effect ◽  
Convenience Stores ◽  
Positive Effect

This study aims to examine the relationship between the service quality, price, customer satisfaction and customer loyalty for the convenience stores in Ho Chi Minh City. These relationships were tested with a sample of 358 customers at convenience stores in Ho Chi Minh City. By using the partial least squared structural equation modeling (PLS-SEM) with SmartPLS software for data analysis. The finding showed that service quality has a significant positive effect on both of customer satisfaction and customer loyalty. The finding of this paper also showed that price has a significant positive effect on both of customer satisfaction and customer loyalty. The finding also showed that customer satisfaction has a significant positive effect on customer loyalty. From the above results, the study offers implications for managers and directions for future research.

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