scholarly journals THE LOYALTY OF GARUDA INDONESIA CUSTOMERS TO THE ROUTE OF JAKARTA-SURABAYA

2017 ◽  
Vol 2 (3) ◽  
pp. 297
Author(s):  
Aisyah Rahmawati
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Partial Correlation ◽  
Positive Relationship ◽  
Survey Methods ◽  
Positive Influence ◽  
Coefficient Of Determination ◽  
Pricing Policy ◽  
Significance Level

Survey methods are used to determine the effect of pricing policy implementation (X1), quality of service (X2), and customer loyalty (Y) on PT. Garuda Indonesia, for Jakarta-Surabaya route in 2014. With a population of 773 154 passengers and a sample of 400 respondents, the data is obtained through questionnaires using Likert scale. With a simple and multiple linear regression analyses, simple and partial correlation, with significance level at α = 0.05, it was found that, first, there is a positive relationship between pricing policy and customer loyalty. The variation that occurs in customer loyalty is determined by pricing policy. Secondly, there is a positive relationship between service quality and customer loyalty. The variation that occurs in customer loyalty is determined by service quality. Third, there is a positive influence of pricing policy and service quality on customer loyalty with the coefficient of determination ry1.22 = 0.354, so 35.4% variation happening to customer loyalty is determined simultaneously by pricing policy and service quality. The implication proves that customer loyalty can be enhanced by improving the pricing policy and service quality.

scholarly journals THE LOYALTY OF GARUDA INDONESIA CUSTOMERS TO THE ROUTE OF JAKARTA-SURABAYA

2015 ◽  
Vol 2 (3) ◽  
pp. 297
Author(s):  
Aisyah Rahmawati
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Partial Correlation ◽  
Positive Relationship ◽  
Survey Methods ◽  
Positive Influence ◽  
Coefficient Of Determination ◽  
Pricing Policy ◽  
Significance Level

Survey methods are used to determine the effect of pricing policy implementation (X1), quality of service (X2), and customer loyalty (Y) on PT. Garuda Indonesia, for Jakarta-Surabaya route in 2014. With a population of 773 154 passengers and a sample of 400 respondents, the data is obtained through questionnaires using Likert scale. With a simple and multiple linear regression analyses, simple and partial correlation, with significance level at α = 0.05, it was found that, first, there is a positive relationship between pricing policy and customer loyalty. The variation that occurs in customer loyalty is determined by pricing policy. Secondly, there is a positive relationship between service quality and customer loyalty. The variation that occurs in customer loyalty is determined by service quality. Third, there is a positive influence of pricing policy and service quality on customer loyalty with the coefficient of determination ry1.22 = 0.354, so 35.4% variation happening to customer loyalty is determined simultaneously by pricing policy and service quality. The implication proves that customer loyalty can be enhanced by improving the pricing policy and service quality.

scholarly journals The Influence Of Service Quality And Customer Satisfaction Towards Customer Loyalty At Bank Mega Syariah Bengkulu

2021 ◽  
Vol 2 (4) ◽  
pp. 315-322
Author(s):  
Afif Fakhri Pahlevi ◽  
Suwarni Suwarni ◽  
Nurzam Nurzam
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Positive Influence ◽  
Coefficient Of Determination ◽  
Positive Direction ◽  
Significance Level ◽  
Joint Influence ◽  
Regression Test

The purpose of this study is to determine the influence of service quality and customer satisfaction on customer loyalty at Bank Mega Syariah Bengkulu. The sample in this study was 93 main savings customers at Bank Mega Syariah, Bengkulu City. The sampling technique was accidental sampling technique. Data were collected using a questionnaire and analyzed through multiple linear regression, test of determination and hypothesis testing. The results of the regression analysis show Y = 12.730 + 0.303X1 + 0.410 X2, this shows a positive direction of regression, meaning that there is a positive influence between X1 (service quality) and X2 (customer satisfaction) on customer loyalty (Y). This means that if the variable service quality and customer satisfaction increases, it will increase customer loyalty. The coefficient of determination is 0.399. This means that X1 (service quality) and X2 (customer satisfaction) affect customer loyalty (Y) by 39.9%, while the remaining 59.1% is influenced by other variables not examined in this study. The results of the t test at the 0.05 significance level explain that partially the variable service quality and customer satisfaction have a significant influence on the customer loyalty variable of Bank Mega Syariah Bengkulu. The results of the F test at the 0.05 significance level explain that the variables of service quality and customer satisfaction have a simultaneous (joint) influence on customer loyalty at Bank Mega Syariah Bengkulu.

Maintaining Customer Loyalty by Intensifying Service Quality and Customer Satisfaction in Commuter Line Jabodetabek

2019 ◽  
Vol 10 (9) ◽  
pp. 902-909
Author(s):  
Umbas Krisnanto ◽  
◽  
Conny Marpaung ◽  
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Customer Loyalty ◽  
T Test ◽  
Coefficient Of Determination ◽  
Simple Linear Regression ◽  
Significance Level

This study aims to determine and analyze the influence of Service Quality and Customer Satisfaction on Customer Loyalty in Jabodetabek Commuter Line. The sample of this study was 50 people. Methods of collecting data by distributing questionnaires. Data analysis using the analysis used is simple linear regression, t test and coefficient of determination. The results showed 1) Service Quality has a positive and significant effect on Customer Loyalty in Jabodetabek Commuter Line, with a significance level of 0.048; and supported by the results of hypothesis testing with a t-count value of 4.433 > t-table value of 1.95, with a significance of 0.048 or < 0.05; 2) Customer Satisfaction positive and significant effect on Customer Loyalty in Jabodetabek Commuter Line, with a level significance of 0,000; and supported by the results of hypothesis testing with a t-count value of 4,969 > t-table value of 1.95, with a significance of 0,000 or < 0.05, 3) Service quality and Customer Satisfaction have a positive and significant effect on Customer Loyalty in Jabodetabek Commuter Line, with a significance level of 0,000. This means that the hypothesis H0 is rejected and Ha is accepted so that it can be concluded that service quality and customer satisfaction together have a positive and significant effect on customer loyalty in Jabodetabek Commuter Line.

scholarly journals Loyalitas Pelanggan : Dimensi Kualitas Layanan Jasa Pada AUTO 2000

2019 ◽  
Vol 1 (1) ◽  
pp. 23
Author(s):  
Chandra Nugraha ◽  
Rusmin Nuryadin
Keyword(s):  
Linear Regression ◽  
Customer Loyalty ◽  
Positive Relationship ◽  
Coefficient Of Determination ◽  
Quality Of Services ◽  
Linear Regression Equation ◽  
Service Value ◽  
Strong Positive Relationship

After-sales services are based on consumer needs, desires and requests. By paying attention to the quality of services provided to consumers, it is expected that companies can provide value, satisfaction, and quality that is in accordance with what consumers want. Thus companies can create long-term relationships with consumers or create customer loyalty.The results of the study concluded that the quality of after-sales service has an effect on customer loyalty on the Soekarno Hatta Bandung Auto 2000 with a linear regression equation Y = -3,051 + 0,735 X which means that every increase in the quality of after-sales service value will increase customer loyalty by 0,736 units. The correlation coefficient (r) = 0.952 means that there is a very strong (positive) relationship between the quality of after-sales service and customer loyalty. The coefficient of determination (Kd) = 90.7% means that the quality of after-sales service affects customer loyalty by 90.7%. The value of tcount (16,482)> t table (2,048) states that H0 is rejected and Ha is accepted, meaning that the quality of after-sales service has an effect on customer loyalty.

scholarly journals Pengaruh Kualitas Pelayanan Dan Keputusan Terhadap Loyalitas Pelanggan

2021 ◽  
Vol 9 (1) ◽  
pp. 9-17
Author(s):  
Muhammad Mashudi Azrullah
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Test Results ◽  
Regression Test ◽  
Result Show ◽  
The Subject

The focus of this research is the influence of service quality and satisfaction on customer loyalty with a case study in “Café : Kofi” Bangil. This research method is quantitative, the subject of this study are customers of “Café : Kofi” Bangil. The sampling technique used was purposive sampling. With a total of 60 respondents. The result show multiple liniear regression test Y + 0,180 + 0,041 + 0,941 + e. shows that the influence of service quality variables is 0,041 an the effect of satisfaction variables is 0,941. Thus the more dominant variable influencing customer loyalty is the satisfaction variable. T-test results indicate that the service quality variable (X1) has no partial effect and is not significant. While the satisfaction variable is partially significant. Test the coefficient of determination R2 obtained 0,899 or 89,9% this means that customer loyalty is influenced by satisfaction variables.  Keywords : Quality Of Service, Satisfaction

scholarly journals The Mediation Effect of Customer Satisfaction on the Relationship Between Service Quality and Customer Loyalty

2020 ◽  
Vol 11 (3) ◽  
pp. 13
Author(s):  
Louisa M. Nyan ◽  
Samuel B. Rockson ◽  
Paul K. Addo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Influence ◽  
Mediation Effect ◽  
Telecommunication Sector ◽  
Customer Interaction ◽  
The Relationship ◽  
Telecommunications Companies

The aim of the study was to investigate customer satisfaction’s mediation role in the relationship between service quality and customer loyalty within Ghana’s telecommunication sector. The report followed an approach to quantitative analysis and questionnaires to collect data from 105 respondents. The statistical analysis was performed using descriptive methods and inferential statistical techniques in IBM SPSS. The mediation analysis was made using Hayes' PROCESS macro model 4. Results of the analysis showed that quality of service is a substantially positive indicator of customer loyalty. It was also evident that Service Quality had a significant and positive influence on customer satisfaction. The direction between the mediator (Customer Satisfaction) and Customer Loyalty was positive but not significant. Again, it became evident that customer satisfaction partially balances the relationship between service quality and customer loyalty. It was evident that telecommunications companies' service quality cannot be the only predictor of customer loyalty, but customer satisfaction should be considered. The study recommends that telecommunications companies in Ghana should lose the script or the strict customer interaction code, review and analyze customer interactions, make multifunctional supports available and reconnect with disgruntled customers.

scholarly journals The Effect of Service Quality on Customer Loyalty at BRI Syariah Bank Bone Office Branch: A Review of Law Number 8 of 1999 concerning Consumer Protection

Al-Bayyinah ◽  
2021 ◽  
Vol 5 (1) ◽  
pp. 1-12
Author(s):  
Jumarni Jumarni
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Consumer Protection ◽  
Customer Loyalty ◽  
Positive Influence ◽  
Normality Test ◽  
Regression Test ◽  
Banking Institutions

This study was conducted to analyze and determine the effect of Service Quality Variables on customer loyalty in BRI Syariah Bank Bone Office Branch. This study juxtaposes the quality of customer service in banking institutions with the level of customer loyalty. In addition, the two variables are examined with the conception of consumer protection as regulated in Law number 8 of 1999. This study uses qualitative research methods and the analysis used is SPSS 20. The analysis test includes a normality test that analyzes parametic statistics, and a regression coefficient test is used to determine the effect of service quality on customer loyalty. The results obtained by the regression equation Y = 1,082 + 0,255 + ε. Based on a simple linear regression test, it shows that service quality has a positive and significant effect on customer loyalty in BRI Syariah Bank Bone Office Branch. The positive influence shows a match between service quality and customer loyalty; hence the role of service can increase customer loyalty. The relation to consumer protection regulated in Law no. 8 of 1999 concerning Consumer Protection, maximum service in its various forms is the basic rights that consumers deserve, and this has been obtained by customers of BRI Syariah Bank Bone Office Branch, thus it is relevant to consumer protection and customer service. 

scholarly journals PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA BENGKEL SISAM PEMATANGSIANTAR

2018 ◽  
Vol 6 (1) ◽  
pp. 50-62
Author(s):  
Risky Ananda ◽  
Darwin Lie ◽  
Marisi Butarbutar ◽  
Ady Inrawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Design Research ◽  
Positive Influence ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Quality Service ◽  
Positive Correlation

The purpose of research is: 1. Description of product quality, service quality, customer loyalty and customer satisfaction on Lathe Workshop Sisam Pematangsiantar. 2. The influence of product quality and service quality againts customer satisfaction on Lathe Workshop Sisam Pematangsiantar simultaneously. 3. The influence of product quality and service quality againts customer satisfaction on Lathe Workshop Sisam Pematangsiantar partially. 4. The influence customer satisfaction againts customer loyalty on Lathe Workshop Sisam Pematangsiantar. Design research is the research library and field research. The data type used is qualitative and quantitative and data. Data sources are primary data and secondary data. The population in this research is the customer Lathe Workshop Sisam Pematangsiantar of 40 people. Data collection is done with the interview, questionnaire and the documentation. Analytical techniques used was multiple linier regression analysis and simple, correlation coefficient, coefficient of determination, and hypothesis testing.Research result can be summed up as follows: 1. Description of product quality are very well,  well service quality, customer satisfaction  satisfied and customer loyalty well. There is a positive influence between product quality and service quality toward customer satisfaction evidenced by the regression Ŷ = 3,781 + 0,180 X1 + 0,256 X2. 2. There is a positive influence between customer satisfaction toward customer loyalty evidenced by the regression Ŷ = 5,987 + 1,157 X 3. There is moderately high and positive correlation between product quality and service quality with customer satisfaction evidenced by r = 0,821 and R Square = 0,674. There is high and positive correlation between customer satisfaction with customer loyalty is evidenced by the r = 0,816 and R Square = 0,670. 4. The results of the hypothesis H0 is rejected, meaning that product quality and service quality a positive and significant effect against the customer loyalty with the customer satisfaction simultaneously intervening variables as well as partial. Keyword: product quality, service quality, customer satisfaction and customer loyalty.

PENGARUH KUALITAS PELAYANAN TELLER TERHADAP LOYALITAS NASABAH TABUNGAN IB HASANAH DI BNI SYARIAH KANTOR KAS JATINANGOR

2018 ◽  
Vol 1 (2) ◽  
pp. 1-11
Author(s):  
Anisa Wulan Sari ◽  
Nur’aeni Nur’aeni
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quantitative Approach ◽  
Coefficient Of Determination ◽  
Saving Account ◽  
Descriptive Method ◽  
Correlation Level

The purpose of this research is to know whether there is influence of teller service quality on customer loyalty of iB hasanah savings in BNI Syariah Jatinangor Cash Office. The research used descriptive method with quantitative approach. The main source of research is questionnaires distributed to 46 respondents. Data is processed with the help of IBM SPSS Statistic 23.The result of research shows that the correlation level of influence of teller service quality on customer loyalty of iB hasanah saving account is 0,326 and is in low category. The result of the calculation of Test Z, known that Zhitung> Ztabel or 2.184> 1.64. This means that H0 is rejected and H1 is accepted, meaning there is influence between teller service quality to customer loyalty saving iB hasanah in BNI Syariah Jatinangor Cash Office. The coefficient of determination obtained is 0.106 or 10.6%, it means that in general the quality of service contributes influence of 10.6% to customer loyalty. While the rest as much as 89.4% influenced by other factors such as promotion mix, price and so forth.This research reveals that customers expect not to wait long to get teller service so it is suggested if under certain conditions (crowded atmosphere) teller more than one person. There is further research to know other factors that influence customer loyalty besides quality of service of teller like promotion mix, price and others in order to know other factor which more influence customer loyalty.

scholarly journals PERAN KEPUASAN PELANGGAN?MEMEDIASI?PENGARUH KUALITAS PELAYANAN?TERHADAP?LOYALITAS PELANGGAN PULL&BEAR KUTA – BALI

2019 ◽  
Vol 8 (6) ◽  
pp. 3987
Author(s):  
I Gusti Nyoman Wiradarma ◽  
I Gusti Agung Ketut Gede Suasana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Positive Influence ◽  
Minimum Level ◽  
The Past ◽  
Analysis Technique ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of service quality on customer loyalty through customer satisfaction as a mediator. Respondents in this study were customers with a minimum level of education at least high school / equivalent who had conducted transactions at Pull & Bear Kuta - Bali more than once in the past year. The research sample was determined by 105 respondents using a sampling technique that is purposive sampling technique. The analysis technique used in this study is path analysis with classical assumption and Sobel test. The results of this study indicate that service quality has a positive and significant effect on customer satisfaction and loyalty, customer satisfaction has a positive influence on customer loyalty, and customer satisfaction is positively and significantly mediates the effect of service quality on customer loyalty. These results confirm that the company is expected to pay attention to the quality of service to improve customer satisfaction so as to create a sense of customer loyalty. Keyword: service quality, customer satisfaction, customer loyalty  

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