scholarly journals ANTESEDEN DAN KONSEKUENSI DARI CUSTOMER SATISFACTION PADA RUMAH SAKIT UMUM DAERAH DI SURABAYA

2015 ◽  
Vol 8 (1) ◽  
pp. 15
Author(s):  
Sri Mulyono Joko Purnomo Purnomo
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Medical Personnel ◽  
Peer To Peer ◽  
Brand Attitude ◽  
Good News ◽  
Quality Outcomes ◽  
Interaction Quality ◽  
The Impact

<p>The background of this study was to entrust the health services to hospitals on quality, consumers will<br />have the brand attitude, brand attitude of consumers to the brand overall evaluation. Or a positive<br />assessment of the brand can lead customers into believing the services provided so that the company<br />believes this attitude that led to patient satisfaction and intent to return again using the same<br />service.Customer satisfaction is the impact of the quality of the results, the quality of the interaction,<br />the quality between the patient and the patient and medical personnel. When quality reliable which<br />has prestige in this regard may lead the consumer to use the services and then the attitude of loyalty is<br />formed. With the level of consumer loyalty can deliver a positive attitude towards the Hospital that<br />consumers can trust and become advocates in maintaining quality. The aim of this study was to<br />analyze the effect of the importance of quality outcomes, Interaction Quality and Peer-to-peer Quality<br />to create the Customer Satisfaction which would impact on Customer Loyalty. This study design using<br />hypothesis testing aims to examine the relationship between the variables studied. a sample of 150<br />patients were examined you ever come to hospitals Surabaya. The sample used was purposive<br />sampling. The model used is based on research criteria. Analysis of the data used in this study were<br />collected by using questionnaires, by providing a written statement to the respondent. In addition, the<br />respondents to respond to the statement given. Questionnaires were administered closed and where<br />the answer is already available, In this study before distributing questionnaires to test the validity and<br />reliability of research instrument to get a measuring instrument valid and reliable. Results of this study<br />concluded that the Outcome Quality, Interaction Quality, Peer-to-peer Quality positive and significant<br />impact on Customer Satisfaction. Customer Satisfaction positive and significant impact on customer<br />loyalty. Overall service hospital in Surabaya, especially Hospital Dr Soetomo give pelyanan good, the<br />service pleasant, decent and positive so that the patient or the consumer will invite friends and family<br />to seek treatment in hospitals in Surabaya is and respondents did not miss the opportunity to tell<br />others things -it is good about the hospital in Surabaya. If consumers hear bad news or negative about<br />the hospital in Surabaya, consumers will straighten that is not good news because consumers are sure<br />to invite friends and family to the hospital in Surabaya for treatment.<br />Keywords : Quality outcomes, interaction quality and peer-to-peer quality, customer satisfaction and<br />customer loyalty.</p>

scholarly journals PENGARUH KUALITAS PELAYANAN DAN CITRA KORPORASI TERHADAP KESETIAAN PELANGGAN MELALUI KEPUASAN PELANGGAN

2014 ◽  
Vol 7 (2) ◽  
pp. 91
Author(s):  
Fransisca Sandra Christina
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Peer To Peer ◽  
Corporate Image ◽  
Primary Data ◽  
Outcome Quality ◽  
Interaction Quality ◽  
The Impact

<p>The background of this research is Customer loyalty as a competitive advantage in service<br />industry. The objective of this research is to examine the impact of Service quality, Corporate<br />image on Customer loyalty through Customer satisfaction. The design of this research applies<br />primary data obtained by distributing questionnaires to 200 patients of Womens’s and Children’s<br />Hospital in Jakarta. Data analysis method used in this research is Structural Equation Model<br />(SEM). The result of this research concludes that there is positive impact Interaction quality,<br />Peer-to-peer quality, Corporate image toward Customer satisfaction, and there is positive impact<br />Interaction quality, Peer-to-peer quality, Corporate image, Customer satisfaction toward<br />Customer loyalty. Meanwhile, there is no positive impact Outcome quality towards Customer<br />satisfaction and Customer loyalty.<br />Keywords: Service quality, Outcome quality, Interaction quality, Peer-to-peer quality, Corporate<br />image, Customer satisfaction, Customer loyalty</p>

scholarly journals IMPACT OF SERVICE QUALITY, TRUST, AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN PT MEGA MANUNGGAL PROPERTY TBK

2019 ◽  
Vol 6 (1) ◽  
pp. 33-42
Author(s):  
Maria Anna Stefanie ◽  
Badikenita Sitepu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Primary Data ◽  
Distribution Method ◽  
Good Reputation ◽  
Customer Trust ◽  
The Impact

In order to compete, survive, and grow the company is required to provide a good quality services to meet the needs and desires of its customers. Companies must be able to maintain a good reputation in the eyes of its customers. A good quality services will tend to give more satisfaction to the customers who use the services of the company. With emphasis on good service it will build a long-term profitable relationships with customers while also achieving customer loyalty. Therefore, this study is aiming to determine the importance of the impact of service quality, trust and customer satisfaction at PT Mega Manunggal Tbk Property in an effort to improve customer loyalty which will affect the company's survival. A questionnaire distribution method chosen in this study is to collect primary data. Completed questionnaires designed and distributed or disseminated to all customers. SPSS for windows has been used to process the primary data.Thefindings showed that there is a significant relationship between service quality and customer loyalty, meaning that if the quality of service increases, customer loyalty will also increase.There is a significant influence between customer trust and customerloyalty,meaning that if the customer trust increases, customer loyalty will also increase.

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 Service Quality, Customer Satisfaction and Loyalty: An Empirical Analysis of Banking Sector in Pakistan

2012 ◽  
Vol 4 (4) ◽  
pp. 159-167 ◽  
Author(s):  
Mohsin Zafar ◽  
Aasia Asif . ◽  
Ahmed Imran Hunjra . ◽  
H. Mushtaq Ahmad .
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Banking Services ◽  
Banking Relationships ◽  
Conflict Handling ◽  
The Impact ◽  
Customer Satisfaction And Loyalty

The basic aim of this study is to explore most common constructs for quality of banking services, which influence customer satisfaction and examine the impact of customer satisfaction on customer loyalty in the context of banking relationships. The questionnaire was used to collect the data from 192 valid respondents by convenience sampling method. SPSS was used to analyze the data and AMOS was used to test the model. The results of the study show that there is a positive and significant link between customer satisfaction and constructs of service quality like tangibility, reliability, competence conflict handling and further study inferred that customer satisfaction is positively significant related to customer loyalty.

scholarly journals The Effect of Umrah Service Quality on Umrah Customer Satisfaction and Umrah Customer Loyalty: Evidence from Umrah traveling agents in Malaysia

2021 ◽  
Vol 22 ◽  
pp. 492-546
Author(s):  
Bestoon Othman ◽  
Amran Bin Harun
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Business Environment ◽  
Equation Modeling ◽  
Travel Industry ◽  
The Impact

The main aim of this study is to explore the impact of the dimensions of Umrah service quality on customer satisfaction for Umrah and customer loyalty for Umrah in the travel industry. Increasingly intense competition and structural shifts in the business environment are now pushing companies to adopt a customer-focused strategy that elevates the value of customer-related constructs such as customer satisfaction, quality of service, and consumer loyalty in describing the success of a company. Umrah service efficiency, Umrah customer satisfaction, and Umrah customer loyalty were calculated from the literature using a 5-point Likert scale. Structural equation modeling was carried out to analyze the impact of Umrah service quality on customer satisfaction in Umrah and customer loyalty in Umrah. The result showed that all dimensions of service quality influenced customer satisfaction and loyalty of Umrah's customers. The study's key drawback is that it was confined only to the Malaysian nation. Second, the present study only focuses on the traveling industry in Umrah. The results clearly indicate the dimensions of the quality of Umrah service that the practitioners must concentrate on in order to provide a better quality of service.

scholarly journals ANALISIS KUALITAS LAYANAN ATM DAN KEPUASAN PENGGUNA TERHADAP LOYALITAS PELANGGAN DENGAN PENDEKATAN STRUCTURAL EQUATION MODELLING

2016 ◽  
Vol 3 (1) ◽  
Author(s):  
Sandra A. Zanny ◽  
Deni Danial Kesa
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Quality Information ◽  
Private Bank ◽  
Confirmatory Factor ◽  
The Impact

AbstractThis research has been prepared for the purpose of reviewing the impact of the quality ofservices provided by ATM on one of the largest private bank in Indonesia on customer loyalty. Inthis case the quality of the service will be tested at one of the ATM Bank the largest private bank inIndonesia which consists of quality information and quality on customer loyalty ATM system onone of the largest private bank in Indonesia which is mediated by customer satisfaction. T-countvalue obtained from Confirmatory Factor Analysis (CFA) for all variables showed that all thequestions are included in all variables statistically significant. The coefficient of Goodness of Fitmeets the requirements of the suitability of a model, it can be concluded that in general, the modelobtained has a good level of compatibility. ATM service quality has a statistically significantpositive relationship with customer loyalty. Satisfaction with the quality of the information contentof ATM and satisfaction with the performance of the ATM system did in fact have a positiverelationship with customer satisfaction. Variable satisfaction statistically significant influenced bytwo independent variables, namely variable quality and Quality Information System. Satisfactionwill impact on the confidence of customers to use ATMs that will appear on the ATM customerloyalty to the Bank. In accordance with the hypothesis that the satisfaction variables provide astatistically significant effect on the variable loyalty.Key words : ATM, Confirmatory Factor Analysis,Kandungan informasi, kualitas system, loyalitas

Memperkuat Loyalitas Melalui Kepercayaan, Kepuasan Dan Komitmen Studi Pada Nasabah PT. Bank Cimb Niaga

Liquidity ◽  
2018 ◽  
Vol 4 (1) ◽  
pp. 43-52 ◽  
Author(s):  
Sri Widyastuti
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Influence ◽  
Equation Model ◽  
Survey Method ◽  
Branch Office

Customer loyalty is ‘suspected’not been able to optimizationrepetition of transactions, customer recommendation and durability with the establishment relationship quality of the trust, customer satisfaction and commitment. Therefore, research conducted on Bank CIMB Niaga aims to determine the extent of the trust, and commitment to customer satisfaction can increase X-tra and TabunganKU savings customer loyalty. This research is verification and the method of research is explanatory survey method, the sample is 160 customer X-tra and tabunganKU savings in the branch office Bank CIMB Niaga Bintaro. The analytical method used is structural equation model. The results showed loyalty can be achieved with relationship quality for customers through the establishment of trust, and commitment to customer satisfaction, which all three have a positive influence. Therefore, the management of Bank CIMB Niaga need to improve their ability in trust, satisfactionand commitmentwith the bank's customers to become increasingly favored customers.

The Impact of corporate social responsibility (CSR) and relationship marketing on relationship maintainer and customer loyalty by mediating role of customer satisfaction

2018 ◽  
Vol 4 (4) ◽  
pp. 19-24
Author(s):  
Anam Bhatti ◽  
Sumbal Arif ◽  
Marium Marium ◽  
Sohail Younas
Keyword(s):  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Research Strategy ◽  
Equation Modeling ◽  
Survey Method ◽  
Research Approach ◽  
Questionnaire Method ◽  
The Impact

CSR has become one of the imperative implements in satisfying customers. The impartial of this research is to calculate CSR, relationship marketing, and customer satisfaction. There is no more study accompanied in Pakistan to quantify the effect of CSR and relationship marketing on the relationship maintainer and customer loyalty. To find out deductive approach and survey method is used as research approach and research strategy respectively. This research design is descriptive and quantitative study. For data, collection questionnaire method with semantic differential scale and seven point scales are adopted. Data has been collected by adopting the non-probability convenience technique as sampling technique and the sample size is 400. For factor confirmatory factor analysis, structure equation modeling and medication analysis, regression analysis Amos software were used. Strong empirical evidence supports that the customer’s perception of CSR performance is highly influenced by the values

Customer satisfaction with sommelier services of upscale Chinese restaurants in Hong Kong

2019 ◽  
Vol 31 (4) ◽  
pp. 532-554 ◽  
Author(s):  
Tommy Lau ◽  
Man Lai Cheung ◽  
Guilherme D. Pires ◽  
Carol Chan
Keyword(s):  
Hong Kong ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Content Type ◽  
The Impact

Purpose The abolishment of the wine tax in Hong Kong has led to increased wine consumption and increased demand for wine-related professionals, such as sommeliers. Yet the importance of sommeliers’ value-adding performance in the context of upscale Chinese restaurants has not been examined. To address this gap, the SERVQUAL framework is adopted to examine the influence of sommeliers’ service quality (SQ) on customer satisfaction (CS) and loyalty in the context of upscale Chinese restaurants in Hong Kong. Design/methodology/approach The survey method is used to collect data from 302 units of the population of interest, partial least square-structural equation modelling (PLS-SEM) is used to test the links between constructs. Findings Four of the seven dimensions of sommeliers’ service quality, namely, empathy, tangibles, credibility and assurance, have a significant positive impact on customer satisfaction and customer loyalty, whereas the impact of perceived value and responsiveness on customer satisfaction and customer loyalty is positive but only marginally significant. Reliability has a weak and non-significant impact on customer satisfaction and customer loyalty. Research limitations/implications Examining a small number of upscale Chinese restaurants in Hong Kong limits generalisation of the findings to other contexts. Replication of the research in different contexts will enhance generalizability. In terms of implications, the discussion highlights the importance of sommeliers’ service performance on customers’ SQ perceptions SQ, CS and loyalty, all of which are important variables for restaurateurs. Originality/value To the best of the authors’ knowledge, this is the first study of the influence of the quality of sommelier’s SQ on CS and loyalty in upscale Chinese restaurants in Hong Kong. Given the lack of attention to this service role in the literature, the study contributes theory from which further understanding can develop.

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