PENGARUH PRODUCT QUALITY, SERVICE QUALITY, IMAGE TERHADAP LOYALTY MELALUI SATISFACTION PADA RESTORAN SUNDA DI JAKARTA

Number of Sunda Restaurant’s consumer in the year of 2009 and 2012 are decreasing although the number of restaurant is increasing. This research test the impact of Product quality, Service quality, and Image through Satisfaction into consumer’s Loyalty by using Convenience Sampling with 200 respondents who have visited and eat in Sunda Restaurant in Jakarta at least twice in the last six months. Tool used to analyze the data is Structural Equation Model (SEM) through AMOS software ver. 18.00. Result shows that Product quality, Service quality, Image, and Satisfaction have positive impact to Loyalty. Key words: Product quality, Service quality, Image, Satisfaction, Loyalty

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The Impact of Product Quality, Service Quality, and Customer Loyalty Program perception on Retail Customer Attitude

Independent Journal of Management & Production ◽

10.14807/ijmp.v8i3.632 ◽

2017 ◽

Vol 8 (3) ◽

pp. 1116

Author(s):

Ricko Achmadi Putra ◽

Hartoyo Hartoyo ◽

Megawati Simanjuntak

Keyword(s):

Service Quality ◽

Product Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Descriptive Analysis ◽

Equation Model ◽

Dominant Factor ◽

Loyalty Program ◽

Quality Perception ◽

The Impact

This journal examines the relationship between perception of product quality, perception of service quality, perception of Customer Loyalty Program on retail customer behavior, and sales volumes of cement products. This study examines three different cement brands, namely cement XYZ with the largest market share, cement PQR which is the main competitor, as well as cement ABC, a newcomer cement brand which is strong enough to enter the Indonesian cement market. The research is focused on the building material retailers with 100 respondents. The data collection will be done by survey through direct interview by using questionnaires. The analysis of this research uses descriptive analysis, analysis by ANOVA and also inferential analysis by using Structural Equation Model (SEM). The results of this study indicate that from the factors that influence the attitudes of retail customers of the three variables tested, only one dominant factor which influences the attitude of retail customers, which is the perception of the product quality. The results of this research also show that the perception of product quality also affects sale volume significantly, the greater the perception of the quality of cement products, the greater the volume of sales generated by the retail customer.

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MODEL TERINTEGRASI DARI KESETIAAN PELANGGAN PADA BANK PEMERINTAH

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v7i2.797 ◽

2014 ◽

Vol 7 (2) ◽

pp. 1

Author(s):

Yunita Nila Dewi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Positive Influence ◽

Equation Model ◽

Sampling Techniques ◽

Font Size ◽

Quality Image

This study aimed to analyze the influences of service quality and image on customer loyalty from customer satisfaction that useful for marketing managers in making decisions for the company. This study was conducted on the state banks customers and took 200 customers becamesamples. This study used Structural Equation Model (SEM). The method used is a non probability sampling with purposive sampling techniques. Based on the results of this study is that there’s positive influence of service quality on customer satisfaction and influence of image on customer satisfaction. Furthermore, the customer satisfaction positive influence on customer loyalty, but there’s no positive influence of service quality on customer loyalty from customer satisfaction. Furthermore there’s no positive influence of image on customer loyalty from customer satisfaction. Keywords : Service Quality, Image, Customer Satisfaction, Customer Loyalty

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Knowledge of Fraud and Taxpayer Compliance

JEJAK ◽

10.15294/jejak.v10i2.11303 ◽

2017 ◽

Vol 10 (2) ◽

pp. 385-397

Author(s):

Sigit Handoyo ◽

Hardhika Maghribi Candrapuspa

Keyword(s):

Service Quality ◽

Structural Equation Model ◽

Structural Equation ◽

Sampling Method ◽

Equation Model ◽

Analytical Tool ◽

Sample Collection ◽

Collection Method ◽

Convenience Sampling ◽

Positive Effect

Fraud is a unique crime committed by many people in various activities including in the tax sector that resulted in losses to the state. A research conducted in 2015 aimed at examining the factors that influence the taxpayer compliance in paying taxes with knowledge of fraud as a moderating variable. This research used Banguntapan city taxpayers as respondents. Sample collection method in this research used the convenience sampling method. The analytical tool used is Structural Equation Model (SEM) with the help of SmartPLS software. The results of this research prove that tax sanctions, service quality, and tax penalties have a positive effect on taxpayer compliance. The results of this research also prove that taxpayer knowledge does not positively affect the taxpayer compliance and also prove that the taxpayer interaction and knowledge of fraud have a positive effect on their tax paying compliance. So the implications of this research expect that tax authorities can apply tax laws in which including sanctions and taxes penalties evenly in each level of the taxpayers and improvement of services in the field of taxation in the form of provision of information to the taxpayers.Fraud is a unique crime committed by many people in various activities including in the tax sector that resulted in losses to the state. A research conducted in 2015 aimed at examining the factors that influence the taxpayer compliance in paying taxes with knowledge of fraud as a moderating variable. This research used Banguntapan city taxpayers as respondents. Sample collection method in this research used the convenience sampling method. The analytical tool used is Structural Equation Model (SEM) with the help of SmartPLS software. The results of this research prove that tax sanctions, service quality, and tax penalties have a positive effect on taxpayer compliance. The results of this research also prove that taxpayer knowledge does not positively affect the taxpayer compliance and also prove that the taxpayer interaction and knowledge of fraud have a positive effect on their tax paying compliance. So the implications of this research expect that tax authorities can apply tax laws in which including sanctions and taxes penalties evenly in each level of the taxpayers and improvement of services in the field of taxation in the form of provision of information to the taxpayers.

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PENGARUH KUALITAS, PERSEPSI NILAI, CITRA, DAN KEPUASAN TERHADAP LOYALITAS ATAU KEINGINAN BERPINDAH PENUMPANG BUS TRANSJOGJA

Jurnal Riset Manajemen dan Bisnis ◽

10.21460/jrmb.2010.52.58 ◽

2010 ◽

Vol 5 (2) ◽

pp. 121

Author(s):

Petra Surya Mega Wijaya ◽

Jonathan Herdioko

Keyword(s):

Data Processing ◽

Structural Equation Model ◽

Structural Equation ◽

Perceived Value ◽

Problem Formulation ◽

Equation Model ◽

Quality Service ◽

Transportation Mode ◽

Relational Quality ◽

Quality Image

This research is not only focused on satisfaction, but also thevariables that form satisfaction, which are core quality, relationalquality, image, and perceived value. The modeling on this research is objected on the TransJogja transportation mode. The problem formulation on the research here are core quality, service quality, image, and perceived value which relates with satisfaction, and how satisfaction relates to loyalty and switching intention. There were 200 TransJogja passengers randomly chosen in this research and the data processing uses SEM (Structural Equation Model). The results show that only core quality and relational quality are significant to satisfaction, while image and perceived value does not relate to satisfaction. Satisfaction does not also relate to loyalty and switching intention.Keywords: core quality, relational quality, image, perceived value, satisfaction, loyalty, switching intention, TransJogja, SEM

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Pengaruh Kualitas Layanan Dan Relationship Marketing Terhadap Loyalitas Nasabah Pada Bank Jatim Cabang Perak Surabaya

JMM17: Jurnal Ilmu Ekonomi dan Manajemen ◽

10.30996/jmm17.v3i02.806 ◽

2016 ◽

Vol 3 (02) ◽

Author(s):

Feliks Anggia B.P ◽

Nurul Eka Rachmawati ◽

Hotman Panjaitan

Keyword(s):

Service Quality ◽

Key Words ◽

Relationship Marketing ◽

Structural Equation Model ◽

Random Sampling ◽

Structural Equation ◽

Equation Model ◽

Sem Analysis ◽

Good Relationship ◽

The Relationship

This research talked about client loyalty in the East Java Bank of Perak Branch,Surabaya. This research was focused on the enhancement of client loyalty based on theservice quality, and relationship marketing. From the testing results on the model in thisresearch, by using random sampling, structural equation model (SEM) analysis, and theassistance of software Amos 20, on 100 respondents, it able to explain the correlationbetween service quality and relationship marketing on the client loyalty in the East JavaBank of Perak Branch, Surabaya. Results of research showed that 1) Service qualitysignificantly affects the Relationship Marketing. 2) Service quality significantly affects theclient loyalty. 3) Relationship Marketing of the East Java Bank of Perak Branch, Surabaya,significantly affects the client loyalty. 4) Service quality significantly affects the clientloyalty, indirectly through the relationship marketing of the East Java Bank of PerakBranch, Surabaya.In this research, it was found the Determination Coefficient (RÂ²) of 0.591, this case showsthat, with the maximal service, and the good relationship marketing between the bank andthe clients will encourage the client loyalty increase of 59.1%.Key words: Service Quality, Relationship Marketing, and Loyalty.

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PENGARUH KUALITAS SERVICE TERHADAP KEPUASAN, KEPERCAYAAN, DAN KECENDERUNGAN BERPERILAKU MAHASISWA PADA PERGURUAN TINGGI DI JAKARTA

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v7i1.524 ◽

2014 ◽

Vol 7 (1) ◽

pp. 129

Author(s):

Primasatria Edastama

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Structural Equation Model ◽

Structural Equation ◽

Equation Model ◽

Improve Quality ◽

Quality Service ◽

Good Service ◽

Behavior Intention

Development and growth of universities in Jakarta encourage each university to achieve the best quality to get more students. This action need certain steps particularly by improve quality service. In this research will analyze the effect of service quality to students’ behavior intention, so university able to see the effect of quality service. The method in this study was Structural Equation Model (SEM), as subject research is students, and the data used primer data that collected by questionnaire. The result of this study showed a good service has effect to trust of behavior intention. However, this research also found the effect of satisfaction to trust is significant although it is weak effect, this also occur to the quality of service to trust and service quality. For the effect of quality service to behavior intention in this research showed strong effect. By the result of this research, it is hope that university able to manage the quality service better and more focus to student as customer because of tendency of their behavior. Keywords: service quality, trust, behavior intention

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The effects of service quality, image, and customer satisfaction on customer complaints and loyalty in high-speed rail service in Turkey: a proposal of the structural equation model

Transportmetrica A Transport Science ◽

10.1080/23249935.2016.1209255 ◽

2016 ◽

Vol 13 (1) ◽

pp. 67-90 ◽

Cited By ~ 16

Author(s):

Veysel Yilmaz ◽

Erkan Ari

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Structural Equation ◽

High Speed ◽

Equation Model ◽

High Speed Rail ◽

Customer Complaints ◽

Quality Image ◽

Rail Service

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Pengaruh E-Service Quality terhadap Customer Satisfaction dan Loyalty pada Pengguna Gopay di Indonesia

REMIK (Riset dan E-Jurnal Manajemen Informatika Komputer) ◽

10.33395/remik.v4i2.10532 ◽

2020 ◽

Vol 4 (2) ◽

pp. 11

Author(s):

Miranda Berliana ◽

Dinda Amanda Zulestiana

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Model

Abstrak: Pada era modern saat ini kemajuan teknologi semakin berkembang pesat dan membawa kita kepada arah basis digital dan mobile. Fenomena tersebut dimanfaatkan oleh industri perbankan untuk berinovasi dalam hal pembayaran secara elektronik yang biasa kita sebut dengan e-money. Uang elektronik muncul dipicu dengan adanya tuntutan dari masyarakat saat ini. Sistem pembayaran yang ada saat ini dituntut untuk dapat melayani setiap kebutuhan masyarakat dalam pemindahan dana dengan efektif dan efisien. Salah satu inovasi yang diluncurkan saat ini adalah Gopay, metode pembayaran berbasis server yang dikeluarkan oleh Gojek Indonesia. Penelitian ini memiliki tujuan yaitu menentukan efek e-service quality pada customer satisfaction dan customer loyalty pelanggan Gopay di Indonesia. Kuesioner dikumpulkan secara online dengan menggunakan google form sebanyak 400 responden. Pengolahan data menggunakan Structural Equation Model (SEM) dengan menggunakan bantuan program AMOS 24. Berdasarkan hasil penelitian ditemukan bahwa e-service quality memiliki pengaruh positif terhadap customer satisfaction, yang dimana customer satisfaction sendiri memiliki pengaruh yang positif terhadap customer loyalty, namun ditemukannya ketidak pengaruhan yang positif bagi e-service quality terhadap customer loyalty.

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