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>

scholarly journals After Sales Service For Smartphone Iphone To Customer Loyalty

2021 ◽  
Vol 5 (1) ◽  
pp. 62-72
Author(s):  
Fachri Hussein ◽  
Hartelina Hartelina
Keyword(s):  
Direct Effect ◽  
Customer Loyalty ◽  
Value Creation ◽  
Indirect Effect ◽  
Sampling Technique ◽  
Purposive Sampling ◽  
Descriptive Approach ◽  
The City

Apple Inc. company is a big company but that doesn't mean Apple can underestimate newcomers. This iPhone smartphone sold in the city of Karawang has decreased sales in 2019 every month. The variables used are after-sales service, customer loyalty, value co-creation. The problem in this research is to find out how much influence after-sales service has on the value co-creation of the iPhone smartphone. To find out how much influence value creation has on customer loyalty of iPhone smartphones. To find out how much influence after-sales service has on customer loyalty through the co-creation of the iPhone smartphone. This research uses a descriptive approach and verification. A sample of 100 respondents who are iPhone smartphone users using purposive sampling technique, the result is that after-sales service and co-creation value has a strong enough effect, amounting to 47.1%. Meanwhile, Value Co-Creation has a direct effect of 50.9%. The indirect effect of after-sales service on customer loyalty is 18.8%

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 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.

scholarly journals Crisis Responsibility Impact on Customer Loyalty Eiger through Post-Crisis Reputation

2021 ◽  
Vol 10 (2) ◽  
pp. 214-228
Author(s):  
Sinjaya Kusuma ◽  
Cendera Rizky A. Bangun
Keyword(s):  
Path Analysis ◽  
Direct Effect ◽  
Measurement Technique ◽  
Customer Loyalty ◽  
Indirect Effect ◽  
Sampling Technique ◽  
Quantitative Approach ◽  
Purposive Sampling ◽  
Data Measurement ◽  
A Company

PT Eigerindo Multi Produk is a company that produces outdoor, travel, and riding equipment. In early 2021, Eiger was hit by a crisis that many concluded was a failed PR activity. Eiger formed a crisis responsibility by providing feedback and creating a discount program for the audience. The purpose of this study was to determine whether the crisis responsibility affected the loyalty of Eiger customers with a post-crisis reputation as an intervening variable. This study uses an explanatory quantitative approach involving 265 samples selected using non-probability purposive sampling technique with criteria that sample must know this case and have used Eiger products. This study uses path analysis as a data measurement technique to prove whether there is a relationship between the variables in this study. Path analysis was carried out using the AMOS 26 tool. The results showed that a post-crisis reputation was a partial-mediation intervening variable. The direct effect in this study is more prominent than the indirect effect. PT Eigerindo Multi Produk merupakan perusahaan yang memproduksi alat-alat outdoor, travel, dan riding. Pada awal 2021, Eiger sempat dilanda krisis dikarenakan pemberian surat keberatan kepada beberapa Youtuber yang memiliki kualitas video yang kurang baik. Hal ini banyak disimpulkan sebagai salah satu aktivitas PR yang gagal. Untuk menghadapi krisis ini, Eiger memuat beberapa tanggapan dan membuat program diskon kepada khalayaknya sebagai bentuk dari tanggung jawab krisis tersebut. Tujuan penelitian ini adalah untuk mengetahui apakah tanggung jawab krisis tersebut berpengaruh terhadap loyalitas pelanggan Eiger dengan reputasi pasca-krisis sebagai variabel mediator. Penelitian ini menggunakan pendekatan kuantitatif eksplanatif yang melibatkan 265 sampel yang dipilih menggunakan Teknik non-probability sampling, purposive sampling dengan kriteria sampel yang harus mengetahui kasus krisis Eiger serta pernah menggunakan produk Eiger. Penelitian ini menggunakan path analysis sebagai teknik pengukuran data untuk membuktikan apakah ada hubungan antar variabel yang ada di dalam penelitian ini. Path analysis yang dilakukan menggunakan bantuan perangkat AMOS 26. Hasil penelitian menunjukkan bahwa reputasi pasca-krisis sebagai variabel intervening yang bersifat partial-mediation. Pengaruh langsung dalam penelitian ini lebih besar dibandingkan pengaruh tidak langsung.

scholarly journals Analisis Pengaruh Dimensi Kualitas Jasa pada Loyalitas Pelanggan

2011 ◽  
Vol 2 (1) ◽  
pp. 356
Author(s):  
Rita Rita
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Service Management ◽  
Future Research ◽  
Five Dimensions ◽  
Purposive Sampling

This study evaluates the influence of service quality on customer loyalty in motorbike and saloons hairdressing shops in Yogyakarta. The service quality is measured using five dimensions: reliability, responsiveness, assurance, empathy, and tangibles. The service quality is indeed considered the strongest competitive weapon by many organizations with respect to service. Sample is chosen utilizing purposive sampling method. 220 respondents of motorbike and 215 respondents of saloons hairdressing shops are employed. Data analysis is then conducted using regression analysis. This research finds that the five dimensions of service quality significantly influence the customer loyalty to employees and customer loyalty to the business. The dimension of tangibles strongly influences the customer loyalty to the business. To marketers, this finding provides for a long-term perspective of service management. In the conclusion, several suggestions for future research are given, which is to broaden service types so as to acquire higher generalization with more varied population. 

scholarly journals Pengaruh Profitabilitas dan Kebijakan Dividen Terhadap Nilai Perusahaan Dengan Struktur Modal Sebagai Variabel Mediasi

2019 ◽  
Vol 8 (2) ◽  
pp. 177-192
Author(s):  
Muslichah Muslichah ◽  
Oniber subana Hauteas
Keyword(s):  
Capital Structure ◽  
Path Analysis ◽  
Direct Effect ◽  
Indirect Effect ◽  
Firm Value ◽  
Sampling Method ◽  
Dividend Policy ◽  
Purposive Sampling

This study aims to analyze the direct and indirect effect of profitability and dividend policy on the value of the company. Objects in this research are companies incorporated in LQ 45 in the period of 2015-2017. Samples are taken using purposive sampling method. Data of this study was analyzed using path analysis. The results of the study show four important findings: (1) the effect of profitability on firm value is positive and significant, (2) the direct effect of dividend policy on firm value is not significant, (3) the effect of profitability and dividend policy on capital structure is positive and significant (4) capital structure mediates the effect of profitability and dividend policy on firm value

The role of service fairness in the service quality – relationship quality – customer loyalty chain

2015 ◽  
Vol 25 (6) ◽  
pp. 744-776 ◽  
Author(s):  
Apostolos Giovanis ◽  
Pinelopi Athanasopoulou ◽  
Evangelos Tsoukatos
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
Customer Loyalty ◽  
Higher Order ◽  
Equation Modeling ◽  
Content Type ◽  
Order Construct ◽  
Service Fairness

Purpose – The purpose of this paper is to extend the well-established nomological network of service quality-relationship quality-customer loyalty by introducing service fairness – a distinct service evaluation concept. Specifically, the study aims to investigate the impact of service fairness on relationship quality as a complementary to service quality driver, and the direct and indirect effect of service fairness on customer loyalty in the presence of service quality and relationship quality in a no failure/recovery effort service context. Design/methodology/approach – A telephone survey of a random sample of 408 customers of auto repair and maintenance services was implemented using a structured questionnaire with established scales. Data were analyzed with partial least squares path methodology, a structural equation modeling methodology. Findings – Interactional fairness is the most important formative determinant of customers’ overall fairness perception, followed by procedural and distributive fairness. Relationship quality measured as a higher order construct, made of satisfaction; trust; affective and calculative commitment, is the main determinant of customer loyalty. Also, it partially mediates, along with service quality, the relationship between service fairness and customer loyalty and fully mediates the effect of service quality on customer loyalty. Finally, service fairness has the highest overall effect on customer loyalty. Research limitations/implications – The sample is industry-specific and this may affect generalizability of findings. Also, the cross-sectional design adopted does not reflect temporal changes. Practical implications – Interactional fairness is of utmost importance to customers of the investigated industry. So, customers should be fairly treated at every point of contact. Also, service quality is heavily affected by service fairness. Thus, fair service leads to high-perceived service quality. Third, service quality affects customer loyalty only through relationship quality. Only when service quality is coupled by long-term quality relationships, signs of customer loyalty appear. Finally, service fairness influences customer loyalty mainly through service and relationship quality and has the highest overall effect on customer loyalty. So, fairly treating customers is crucial for developing long-term relationships that lead to customer loyalty. Originality/value – The role of service fairness in the service quality-relationship quality-customer loyalty chain is investigated and using a higher order construct for relationship quality.

scholarly journals Antecedents of Customers Loyalty towards Go-Jek Service

Telaah Bisnis ◽  
2021 ◽  
Vol 21 (2) ◽  
pp. 69
Author(s):  
Helmy Ilham Nugraha ◽  
Anas Hidayat ◽  
Putra Endi Catyanadika ◽  
Sri Rejeki Ekasasi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Sem Analysis ◽  
Website Design ◽  
Consumer Loyalty ◽  
Purposive Sampling

Service quality is one of the biggest factors in determining consumer loyalty. The aim of this study is to analyze how the Go-Jek service quality an influence customer satisfaction in shaping customer loyalty to the Go-Jek company. This research is quantitative and the variables examined in this study are website design, reliability, trust, customer satisfaction, to support consumer loyalty. This research was conducted in Yogyakarta and the data was collected using a questionnaire based on a Likert-scale, and the taking method uses purposive sampling with 300 respondents. Data were then analyzed using structural equation model (SEM) analysis with the help of WarpPLS software. The results of the study show that the effect of e-service quality on customer loyalty to the Go-Jek company were positive and significant.

scholarly journals role of brand image and customer commitment in mediating service quality towards customer loyalty

2021 ◽  
Vol 9 (1) ◽  
pp. 79-89
Author(s):  
Anak Agung Bagus Putra Mahatama ◽  
Made Wardana
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Credit Institution ◽  
Customer Commitment ◽  
Technology Improvement

The purpose of this study is to explain the role of brand image and customer commitment in mediating the effect of service quality on customer loyalty. The population in this study is customers at Kedonganan Village Credit Institution. The purposive sampling method has been used with 130 respondents included. Questionnaires were distributed and the result are analyzed using PLS (Partial Least Square) technique. The results of this study indicate that service quality has a positive and significant effect on brand image, customer commitment, and customer loyalty at Kedonganan Village Credit Institution. There was a significant role of brand image and customer commitment in mediating the effect of service quality on customer loyalty at Kedonganan Village Credit Institution. In order to improve brand image and customer commitment, it is hoped that Kedonganan Village Credit Institution will be able to provide faster service, attractive promotions, and technology improvement to encourage customer loyalty.

scholarly journals THE ROLE OF SERVICE QUALITY ON LOYALTY AMONG LOW COST CARRIER CONSUMER

Psibernetika ◽  
2019 ◽  
Vol 12 (1) ◽  
Author(s):  
Dion Nardo Julius ◽  
Devi Jatmika
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Low Cost ◽  
Sampling Technique ◽  
Positive Influence ◽  
Three Dimension ◽  
Purposive Sampling ◽  
Low Cost Carrier ◽  
Airline Company

<div class="WordSection1"><p><strong><em>ABSTRACT. </em></strong><em>As one of the peoples choice for traveling, "X" airline company </em><em>is </em><em>one of low cost carrier in Ind</em><em>o</em><em>nesia is considered to have poor service quality despite controlling nearly 60% of domestic market share. The purpose of this study was to determine whether there is influence of service quality on customer loyalty among "X" airline company. The method used is </em><em>causal comparative </em><em>quantitative research. Data were collected through a questionnaire with a sample size of 250 people aboard with "X" airline company. Purposive sampling technique</em><em> </em><em>was used in this research. The results of this study indicate that there is a positive influence between service quality on customer loyalty with regression value of 0.802 (p = 0.000). Reliability, </em><em>a</em><em>ssurance and empathy </em><em>dimensions are the</em><em> three dimension that have</em><em> </em><em>the most impact on customer loyalty (p&lt;0.</em><em>05).</em><em> </em><em>Based on the results, i</em><em>t is recommended that the "X" airline company continue to strive to improve the quality of services, especially in terms of safety and comfort to create a customer loyalty.</em></p><p><strong><em>Keywords:</em></strong><em> service quality, customer loyalty, low cost carrier, </em><em>passengers</em></p><p> </p><p><strong>ABSTRAK. </strong>Sebagai salah satu pilihan masyarakat untuk berpergian, perusahaan penerbangan “X” adalah salah satu maskapai berbiaya rendah di  Indonesia yang dianggap memiliki kualitas layanan yang buruk meskipun menguasai hampir 60%  pangsa pasar domestik. Tujuan dari penelitian ini adalah untuk mengetahui apakah ada pengaruh kualitas layanan terhadap loyalitas konsumen perusahaan penerbangan “X”. Metode yang digunakan adalah penelitian kuantitatif kausal komparatif. Data dikumpulkan melalui kuesioner kepada sampel berjumlah 250 orang yang pernah menggunakan penerbangan maskapai penerbangan “X”. Teknik sampling <em>purposive sampling</em> digunakan dalam penelitian ii. Hasil penelitian menunjukkan bahwa ada pengaruh positif antara kualitas layanan terhadap loyalitas pelanggan dengan nilai regresi 0.802 (p=0.000). Dimensi reliabilitas, jaminan, dan empati adalah tiga dimensi yang paling berdampak terhadap loyalitas konsumen (p&lt; 0.05).  Berdasarkan hasil, direkomendasikan agar perusahaan penerbangan “X” terus berusaha untuk meningkatkan kualitas layanan, terutama dalam hal keselamatan dan untuk menciptakan loyalitas konsumen.</p><p><strong>Kata kunci:</strong> kualitas layanan, loyalitas konsumen, <em>low cost carrier</em>, penumpang</p></div>

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