scholarly journals Customer Loyalty: Quality of Service

2019 ◽  
Vol 3 (1) ◽  
pp. 299 ◽  
Author(s):  
Apri Budianto
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Customer Loyalty ◽  
Null Hypothesis ◽  
Survey Method ◽  
Working Hypothesis ◽  
Positive Effect ◽  
Loyal Customers

This article focuses on the influence of service quality on customer loyalty to modern market customers. This article is motivated by the increasing number of modern market customers caused by the quality of service that affects the increasing loyalty of customers. The formulation of the problem in this article is how the quality of service influence on customer loyalty. The working hypothesis in this article is: "Service Quality positively affects customer loyalty".The method employed in making this article was done to get a picture of the effect of service quality on customer loyalty to modern market customers. Data were collected through data collection techniques in the field using explanatory survey method. Customer loyalty is influenced by the service quality of 38.30%. This means that customer loyalty is only affected a small portion of service Quality of 38.30%. Thus tcount> ttable was 3.421> 1.667. Then the null hypothesis (Ho) is rejected. This means that service quality has a positive effect on customer loyalty.Service Quality positively affects customer loyalty, meaning the better the quality of service provided the more loyal customers.

scholarly journals Quality of Service, Satisfaction and The Effect towards Customer Loyalty

2020 ◽  
Vol 7 (1) ◽  
pp. 32-39
Author(s):  
Suwarsito Suwarsito ◽  
Syukri Ghozali ◽  
Herlin Widasiwi Setianingrum ◽  
Sufi Alawiyah
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Satisfaction ◽  
Survey Method ◽  
Collection Method ◽  
Data Collection Method ◽  
Research Population

The purpose of the research is to analyze and identify the effect of the service quality and satisfaction variables toward customer loyalty. the data collection method used in this researchi uses the survey method with questionnaires. This research population is the customers of Indosat Unlimited in Depok. From the results of the analysis, it shows that the service quality significantly influences the customer loyalty, proven by the t significant value of 0.000 smaller that α 0.05 with the coefficient of 2.537. Quality of service has a significant effect on the customer loyalty ishown by the t significant value 0.000 less than 0.05. service quality and satisfaction significantly influence the customer loyalty shown by F value of 0.000 smaller than 0.05 and are able contribute to the customer loyalty variables of 0.504 or 51.7%. the remaining 48.3% is influenced by other variables that are not analized in this research.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH MELALUI CITRA PERUSAHAAN SEBAGAI VARIABEL MEDIASI

2018 ◽  
Vol 7 (12) ◽  
pp. 6675
Author(s):  
I Made Deddy Saputra ◽  
I Nyoman Nurcaya
Keyword(s):  
Quality Of Service ◽  
Image Quality ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Corporate Image ◽  
Analysis Technique

Customer satisfaction is an important element in determining and maintaining and growing the company. To be able to develop loyalty among its customers, banks need to know what factors influence loyalty and assess their performance in these factors. This research was conducted at PT. BPR Bali Dananiaga Denpasar. The number of respondents of this study were 117 respondents. Data collection is done through observation, interview and questionnaire. This research uses instrument test by using path analysis technique. Based on the analysis result found that service quality variable have positive and significant effect to company image. Quality of service has a positive and significant impact on customer loyalty. So the better the service quality of PT. BPR Bali Dananiaga, it will increase customer loyalty in PT. BPR Bali Dananiaga in Denpasar City. Corporate image has a positive and significant impact on customer loyalty. Corporate image proved able to mediate positively and significantly influence between service quality to customer loyalty.

scholarly journals Loyalitas Pasien Rawat Inap Melalui Layanan BPJS Kesehatan (Studi pada RSI Jemursari Surabaya)

2016 ◽  
Vol 1 (1) ◽  
pp. 1-10
Author(s):  
Putri Mahanani ◽  
Denis Fidita Karya
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Least Square ◽  
Survey Method ◽  
The People ◽  
The Government

BPJS is one of the health services provided by the government to the people ofIndonesia. In the process of patient care by using BPJS there were some complaints fromconsumers related to the quality of service. Poor service quality will have an impact onconsumer dissatisfaction in the service, so that it is capable of influencing consumer loyalty.Loyalty can only be generated if consumers have experienced the satisfaction of a goodservice quality provided by the service provider. This study aims to determine the effectof service quality on customer loyalty. In this case the customer satisfaction are thingsthat need to be met first before consumers get to the stage of loyalty. Respondents of thisstudy are inpatients in RSI Jemursari Surabaya as many as 100 people who use the serviceBPJS third grade. This study used survey method and analyzed using path analysis withPartial Least Square (PLS). Results from this study is the quality of service has an influenceon loyalty with mediation of consumer satisfaction. Loyalty can occur if the satisfactionfelt by consumers. Thus, in this study, customer satisfaction a mediating variable for therelationship between the variables of service quality and customer loyalty.

scholarly journals ATMOSPHERE DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PENGUNJUNG CAFE KOPERASI KELUARGA BESAR (KKB) UNIVERSITAS BUNG HATTA

2018 ◽  
Vol 5 (3) ◽  
pp. 171-179
Author(s):  
Nailal Husna ◽  
Daniati Puttri ◽  
Rika Desiyanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Service Loyalty ◽  
Positive Effect

The purpose of this study to analyze the influence of atmosphere, quality of service to the loyalty of visitors Cafe Koperasi Keluarga Besar (KKB) Bung Hatta University. And in terms of data collection techniques used is the method of accidental sampling that is the sample found in Cafe Koperasi Keluarga Besar (KKB) Bung Hatta University. Result of research of variable (H1) atmosphere did not have positive effect to loyalty, while variable (H2) service quality positively influence to loyalty at visitor Cafe Koperasi Keluarga Besar (KKB) Bung Hatta University. Keywords: Atmosphere, Quality of Service, Loyalty

scholarly journals PERSEPSI NILAI PELANGGAN MEMEDIASI PENGARUH KEPERCAYAAN MEREK DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN BERBELANJA ONLINE (STUDI KASUS PADA ZALORA ONLINE SHOP)

2018 ◽  
Vol 7 (5) ◽  
pp. 2353
Author(s):  
Dicka Puspita Ayu ◽  
Eka Sulistyawati
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Positive Impact ◽  
Analytical Data ◽  
Brand Trust ◽  
Significant Positive Effect ◽  
Positive Effect

ABSTRACT The purpose of this study is the role of customer value perception mediate brand trust and quality of service on customer loyalty online shopping (case study on Zalora Online shop). This research was conducted in Zalora Online shop with analytical data path analysis technique. The number of samples obtained by using non-probability sampling method is 150 respondents. Based on the results of the analysis can be known brand trust has a significant positive effect on customer loyalty. Quality of service has a significant positive effect on customer loyalty. Brand trust has a significant positive effect on the perception of customer value. Quality of service has a significant positive effect on the perception of customer value. The perception of customer value has a significant positive effect on customer loyalty. Customer value perceptions mediate the positive impact of brand trust and service quality on customer loyalty shopping at Zalora Online shop.   Keywords: Customer value, brand trust, service quality, customer loyalty

scholarly journals The Influence of Facility and Service Quality towards Customer Satisfaction and Its Impact on Customer Loyalty in Borobudur Hotel in Jakarta

2017 ◽  
Vol 8 (1) ◽  
pp. 23 ◽  
Author(s):  
Rianto Nurcahyo ◽  
Annisa Fitriyani ◽  
Irma Nur Hudda
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Hospitality Industry ◽  
Analysis Technique

Hotel developments currently grow very rapidly. The emergence of new hotels increases the competition in the hospitality industry. This research aimed to determine the influence of the facilities, the quality of service to customer satisfaction and its impact on customer loyalty in Borobudur Hotel in Jakarta. Data collection were done by distributing questionnaires directly to 360 customers in Borobudur Hotel, Jakarta. The analysis technique used path analysis. The results of this research indicate that the variables of facilities, service quality, and customer satisfaction significantly affect customer loyalty variables simultaneously or partially. In addition, facilities and quality of service variable have a significant effect on customer satisfaction variables.

scholarly journals PERAN KEPUASAN PELANGGAN MEMEDIASI KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN PADA PT. AIRASIA INDONESIA

2019 ◽  
pp. 315
Author(s):  
Anak Agung Ayu Ratna Maheswari ◽  
Ni Made Asti Aksari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Close Attention ◽  
Mediating Role ◽  
Positive Effect ◽  
Loyal Customers

The amount of activities that requires airline services demands airline companies to provide good quality services to create satisfied and loyal consumers. The purpose of this study is to explain the effect of service quality on customer satisfaction and customer loyalty, the effect of customer satisfaction on customer loyalty, and to explain the mediating role of customer satisfaction in the effect of service quality on customer loyalty of AirAsia airline. Through purposive sampling method, this study uses a sample of 130 AirAsia customers at Ngurah Rai International Airport and Denpasar City, data was collected using questionnaire with a five-point Likert scale to measure 13 indicators, and analysed using path analysis. The result shows that service quality have a positive effect on customer satisfaction and their loyalty on AirAsia airline, customer satisfaction have a positive effect on customer loyalty on AirAsia airline, and customer satisfaction mediates the effect of service quality towards customer loyalty on AirAsia airline. We recommend for AirAsia to pay close attention to the quality of its services by controlling its flight schedule punctuality to satisfy its customers, which in turn will become loyal customers of AirAsia airline.

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan Pada Sari Ater Hotel & Resort Subang

2020 ◽  
pp. 179-199
Author(s):  
Nelli Sulistiana ◽  
Iwan Henri Kusnadi ◽  
Ade Nawawi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Customer Loyalty ◽  
Level Of Service ◽  
Significant Positive Effect ◽  
High Level ◽  
Positive Effect

Tujuan peneliti melakukan penelitian ini adalah untuk mengetahui seberapa besar tingkat kualitas pelayanan dan tingkat loyalitas pelanggan pada Sari Ater Hotel & Resort Subang, serta untuk mengetahui seberapa besar pengaruh kualitas pelayanan terhadap loyalitas pelanggan. Dari hasil penelitian bahwa tingkat kualitas pelayanan pada Sari Ater Hotel & Resort Subang berada pada tingkat cukup tinggi, dan untuk tigkat loyalitas pelanggannya berada pada tingkat cukup tinggi pula. Adapun pengaruh kualitas pelayanan (X) terhadap loyalitas pelanggan (Y) memiliki pengaruh positif signifikan yakni sebesar 70,4%, sedangkan 29,6% sisanya dipengaruhi oleh faktor lain yang tidak diteliti oleh peneliti.   The objective of the researcher conducting this research is to find out how much the level of service quality and level of customer loyalty at Sari Ater Hotel & Resort Subang, and to find out how much influence the quality of service on customer loyalty. From the results of the study that the level of service quality at Subang Sari Ater Hotel & Resort is at a fairly high level, and for the level of customer loyalty is at a fairly high level too. The effect of service quality (X) on customer loyalty (Y) has a significant positive effect of 70.4%, while the remaining 29.6% is influenced by other factors not examined by researchers.    

scholarly journals How Service Quality Affects Customer Loyalty in the Online Transportation

2018 ◽  
Vol 2 (3) ◽  
pp. 105-108
Author(s):  
Putu Gde Arie Yudhistira
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Rapid Growth ◽  
Descriptive Study ◽  
Survey Method ◽  
Provincial Capital ◽  
Quantitative Descriptive

Online transportation in Indonesia is experiencing rapid growth. The existence of online transportation is not only in big cities, but has begun to spread to areas that can be categorized as second cities, including Denpasar City as the provincial capital of Bali. Increasingly intense competition, especially in the field of online transportation, where many producers are involved in fulfilling the needs and wants of consumers, causing each service company to place customer satisfaction orientation as the main goal to win the competition. This study aims to determine the effect of service quality offered by online transportation to customer satisfaction in Denpasar City, with the number of respondents as many as 100 respondents. This research is a quantitative descriptive study and the method of this research is a survey method with a questionnaire instrument. The results of the study influence the quality of service on customer satisfaction by 43.5% while the remaining 56.5% can be explained by other causes not examined in this study.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA TERHADAP LOYALITAS PELANGGAN

2020 ◽  
Vol 8 (2) ◽  
pp. 117-122
Author(s):  
Sri Rahayu ◽  
Lela Nurlaela Wati
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Sampling Techniques ◽  
Equal Opportunities ◽  
Positive Effect

This study aims to analyze empirical evidence of the effect of service quality on customer satisfaction and its impact on customer loyalty at PT Indovisual Service Solution Jakarta. Samples in this study were 124 customers, probability sampling techniques, namely sampling techniques that provide equal opportunities for each element (member) of the population to be selected as sample members. Analysis of the data used is Structural Equation Modeling (SEM). empirical research results Service quality has a positive and significant effect on customer satisfaction. These results indicate that by improving the quality of service, customers will feel satisfied with the services provided. Service Quality has a positive and significant effect on customer loyalty. These results indicate that by improving the quality of service, customers will feel loyal and will continue to use the services of PT Indovisual Service Solution. Customer satisfaction does not have a significant positive effect on customer loyalty. This means that the lower the customer satisfaction, customer loyalty will also decrease the quality of service has a positive and significant effect on customer loyalty. These results indicate that by improving the quality of service, customers will feel loyal and will continue to use the services of PT Indovisual Service Solution

Sign in / Sign up

Export Citation Format

Share Document