scholarly journals Analisis Pengaruh Service Quality, Personal Selling dan Complain Handling Melalui Satisfaction Serta Trust terhadap Customer Retention (Survei Nasabah Tabungan Bank Harda Internasional Cabang Pontianak)

2018 ◽  
Vol 7 (2) ◽  
pp. 132
Author(s):  
Nico Yudhinata Lay ◽  
Erna Listiana ◽  
Heriyadi Heriyadi
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Significant Influence ◽  
Hypothesis Test ◽  
Personal Selling ◽  
Customer Retention ◽  
T Test ◽  
Survey Method ◽  
Test Results ◽  
Savings Bank

This study aims to determine the effects of service quality, personal selling and complain handling through satisfaction and trust on customer retention on the customer of Harda International Savings Bank, in Pontianak branch. The sample of this study consisted of 100 respondents of customers of Harda International Savings Bank, Pontianak. This associative study employed a survey method and a path analysis. The results of hypothesis test using test-F shows that the variables of service quality, personal selling, and complain handling have significant influence on satisfaction. Likewise the t-test results of hypothesis shows the variables of service quality, personal selling, and complain handling significantly influence satisfaction. Subsequently, satisfaction variable has significant influence on trust and customer retention. Meanwhile, trust variable has significant influence on customer retention.

scholarly journals Meningkatkan Kepuasan Nasabah Melalui Kualitas Pelayanan yang di Mediasi oleh Kepercayaan (Survey Pada BRI Kcp Unit Kuamang Kuning Kabupaten Bungo)

2019 ◽  
Vol 4 (1) ◽  
pp. 156
Author(s):  
Andri Yandi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Statistical Method ◽  
Significant Influence ◽  
Survey Method ◽  
Customer Trust

This study aims to analyze the effect of service quality on customer trust and satisfaction, trust in customer satisfaction, and analyze the influence of service quality through trust as a variable intervening on customer satisfaction. the sample is 384. The method of collecting data uses a survey method, which is followed by a statistical method to test the hypothesis that is by path analysis. The results of this study indicate that service quality has a positive and significant effect on customer trust and satisfaction, as well as trust has a positive and significant influence on customer satisfaction. In addition, service quality through trust also has an influence on customer satisfaction.

scholarly journals PENGUKURAN KUALITAS PELAYANAN (Servqual – Parasuraman) DALAM MEMBENTUK KEPUASAN PELANGGAN SEHINGGA TERCIPTA LOYALITAS PELANGGAN

2019 ◽  
Vol 4 (1) ◽  
pp. 45-64
Author(s):  
Sinollah Sinollah ◽  
Masruroh Masruroh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Employee Performance ◽  
Survey Method ◽  
Static Test ◽  
Physical Evidence ◽  
The Difference

ABSTRACTThis study aims to analyze customer satisfaction at Mayang Collection, test and explain the effect of servqual dimension service quality (physical evidence, reliability, responsiveness, confidence, and empathy) on customer satisfaction at Mayang Collection, and test and explain the effect of customer satisfaction on customer loyalty on Mayang Collection.The population in this study were customers of the Mayang Collection Kepanjen store who had a member card and made a repeat purchase. Population research or population study so that the number of samples in this study is a number of population, amounting to 93 respondents. The method used in this research is explanatory survey method, which is a method used to explain causal relationships between variables through hypothesis testing (Nazir, 2005).Based on the results of the static test all the indicators in this study are valid, and the variables are reliable. The results of the servqual analysis show that the difference or gap between customer expectations and employee performance has a total average which is at the moderate classification level (Parasuraman table, 1990) or service quality in Mayang Collection stores is quite good. This means that customer satisfaction in terms of quality of service provided at Mayang Collection is quite good. The path analysis test results (path analysis) show that there is no significant influence between servqual dimension service quality (physical evidence, reliability, responsiveness, confidence, and empathy) to customer satisfaction. This proves that service quality has a long-lasting influence in shaping customer satisfaction. And customer satisfaction has a significant influence on customer loyalty. Mayang Collection stores are advised to pay more attention to and improve other factors besides service quality in increasing customer satisfaction, because with increasing customer satisfaction, customer loyalty will be formed easily.Keywords: tangible, reliability, responsiveness, assurance, empathy, customer satisfaction, and customer loyalty

scholarly journals PENGARUH PROMOSI DAN KUALITAS PELAYANAN TERHADAP KEPERCAYAAN DAN LOYALITAS DONATUR DOMPET DHUAFA RIAU

2020 ◽  
Vol 31 (1) ◽  
pp. 70
Author(s):  
Andrika Saputra ◽  
Alvi Furwanti Alwie ◽  
Any Widayatsari
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Likert Scale ◽  
T Test ◽  
Quantitative Approach ◽  
Survey Method ◽  
Statistical Techniques ◽  
Level Of Significance ◽  
Variable Measurement

This study aims to analyze the effect of promotion and service quality on the trust and loyalty of donors to perform Zakat, Infaq, and Alms in Dompet Dhuafa Riau. This research uses a quantitative approach with a survey method of 312 donors of Dompet Dhuafa Riau. The variable measurement uses a Likert scale with weights from 1 to 5. To analyze the effect of variables X1, X2 on Z through Y using statistical techniques path analysis. To test the level of significance using the t-test. This study found promotion had a positive and significant effect on loyalty, service quality had a positive and significant effect on loyalty, the trust had a positive and significant effect on loyalty, the promotion had an effect on loyalty through trust, and service quality had an effect on loyalty through trust.

scholarly journals PENGARUH KOMPENSASI, STRES KERJA, DAN KOMUNIKASI TERHADAP KINERJA KARYAWAN PT BANK RAKYAT INDONESIA CABANG PUWOKERTO

Media Ekonomi ◽  
2016 ◽  
Vol 16 (2) ◽  
pp. 220
Author(s):  
Lynawati Lynawati
Keyword(s):  
Path Analysis ◽  
Work Stress ◽  
Significant Influence ◽  
Research Method ◽  
Hypothesis Test ◽  
Sampling Technique ◽  
T Test ◽  
F Test ◽  
Communication Performance ◽  
Level Of Significance

This research aimed to know the influence of compensation, work stress, and communication towards employees performance and which variable among compensation, work stress, and communication have biggest influence towards employees performance. The hypothesis proposed is : 1) Compensation, work stress, and communication have significant influence towards employees performance of BRI Purwokerto Branch. 2) Compensation has biggest influence towards employees performance of BRI Purwokerto Branch compared by work stress and communication. This research was conducted at BRI Purwokerto Branch with the target is employees at its bank. Research method used survey. Data collecting method used questionnare, observation and documentation. Sampling technique used total sampling. Data analyzed method used path analysis. The first hypothesis test used F-test and t-test, while second hypothesis test used proportionate influence. Results of research showed that compensation, work stress, and communication both of partially and simultantly, have significant influence towards employees performance. It was proved by value of F-test and t-test bigger than F-table and t-table in level of significance 95%. Based from the result, so the first hypothesis was accepted. Compensation have biggest influence towards employees performance compared by work stress and communication. It was proved by value of proportionate influence is on variable of compensation. Based from that result, so the second hypothesis was accepted. Keywords: Compensation, Work stress, Communication, Performance

scholarly journals Pengaruh Kualitas Jasa terhadap Keputusan Pembelian Speedy oleh Pengusaha Warnet di Kecamatan Telanaipura Jambi

2020 ◽  
Vol 20 (2) ◽  
pp. 659
Author(s):  
Eva Setia Rini Damanik
Keyword(s):  
Service Quality ◽  
Capital Structure ◽  
Corporate Image ◽  
T Test ◽  
Survey Method ◽  
Test Results ◽  
Purchasing Decisions ◽  
F Test ◽  
Independent Variables ◽  
The Capital Structure

This study purposed to investigate the influence of service quality on purchasing decisions by employer speedy Telanaipura internet cafe in the district of Jambi. Samples in this study in the set with a survey method. Internet Cafe so set 30 as the study sample. The value of adjusted R Square is equal to 0.338 or 33.8%. This shows that the independent variables explained the dependent variable of 33.8% while the remaining 66.2% is explained by other variables not included in the model. F test showed that variables simultaneously technical, functional and corporate image significantly influence purchasing decisions. While the t test results showed that the variable corporate image significantly influence purchasing decisions, while technical and functional variables partially no significant effect on the capital structure.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN PADA CV. CAHAYA BONANZA ABADI LAMONGAN

2020 ◽  
Vol 19 (1) ◽  
pp. 33-43
Author(s):  
Mohamad Rizal Nur Irawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
T Test ◽  
Test Reliability ◽  
Coefficient Of Determination ◽  
Test Results ◽  
F Test ◽  
Independent Variables ◽  
Independent Variable

Customer satisfaction will be formed if it can meet the customer's basic expectations. Many factors influence customer satisfaction, including service quality and price. The problem that the answer to this research is looking for is the effect of partial, simultaneous and dominant independent variables (service quality and price) on customer satisfaction. Data analysis methods used are validity test, reliability test, classic assumption, multiple regression analysis, multiple correlation test, coefficient of determination, F test, t test. The results of multiple linear regression obtained an equation, (Y = 2.936 + 0.098 X1 + 0.246 X2). The t-test results obtained by t count variable service quality 5.434 price 3.704 greater than t table 1.660 between independent variables partially has a significant influence on customer satisfaction. The results obtained from the F test are: F count (75,966)> F table (3,09) means that variables simultaneously have a significant effect on customer satisfaction. From the regression calculation and t count value can be drawn that the most dominant influence on customer satisfaction is price. From the results of the analysis concluded that the independent variable (service quality and price) has a significant influence on customer satisfaction Cv. Cahaya Bonanza Abadi Lamongan.

scholarly journals PENGARUH KUALITAS PELAYANAN DI ERA BPJS TERHADAP KEPUASAN PASIEN RAWAT JALAN PADA POLIKLINIK MATA (Studi Kasus pada Rumah Sakit Bhayangkara Semarang)

2020 ◽  
Vol 2 (1) ◽  
pp. 1
Author(s):  
Lala Irviana Isyoto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Population Sample ◽  
Sampling Technique ◽  
T Test ◽  
Test Results ◽  
F Test ◽  
Independent Variables ◽  
Dominant Influence

Abstract: This study aims to clarify and determine the influce of service quality on customer satisfaction together and partial as well as to determine which variable are dominant influence on customer satisfaction at Bhayangkara Hospital Semarang (Opthamologist policlinic). The independent variables used in this study are reliability, responsiveness, confidence, empathy, and tangible. Dependent variable in this study is the customer satisfaction. This research was conducted at Bhayangkara Hospital Semarang (Opthamologist policlinic) . The population sample used is patients at Bhayangkara Hospital Semarang (Opthamologist policlinic). The sampling technique use Accidental Sampling. The sample used in this study amounted to 80 patients as respondents. Based on the F test results was showed that F Sig  0,000<0,005, which means the Service Quality which consists of reliability, responsiveness, confidence, empathy, and tangible have a significant influence on customer satisfaction. Based on the t results showed that the variables of reliability, responsiveness, confidence, empathy, and tangible significantly influence customer satisfaction. T test results also showed that the empathy (X4) variable have had the most powerfull effect compared with other variables, so the emphaty (X4) variable have the dominant influence on the customer satisfaction (patients).Keyword: Service Quality, Customer Satisfaction.

PENGARUH KUALITAS PELAYANAN DAN PROMOSI TERHADAP PERLUASAN PANGSA PASAR PRODUK DANA TALANGAN HAJI DI BANK SYARIAH MANDIRI KCP UJUNGBERUNG DAN KCP RANCAEKEK BANDUNG

2018 ◽  
Vol 2 (1) ◽  
pp. 1-15
Author(s):  
Intan Nurrachmi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Market Share ◽  
Significant Influence ◽  
Strong Correlation ◽  
T Test ◽  
Market Expansion ◽  
Difference Constraints ◽  
Branch Office

This study departs from the hajj bailout financing facility which is a booming product because of the customer's interest, but in this case there is a difference in the target achievement between Bank Syariah Mandiri (BSM) Ujungberung KCP which is less successful in improving the hajj bailout products while the Rancaekek KCP is very superior in one consolidation Ahmad Yani Branch Office Bandung. This is what is interesting for researchers to carry out this research, the difference constraints include service quality and promotion factors. This phenomenon raises problems that must be examined, namely how the influence of service quality and promotion of market share expansion products hajj bailouts at Bank Syariah Mandiri KCP Ujungberung and KCP Rancaekek Bandung. This study aims academically to contribute in the study of Islamic economics in worksheets, especially the quality of service and promotion of market share expansion and practically expected to be able to provide input to all employees of BSM KCP Ujungberung regarding the quality of service and promotion of market expansion of bailout products. Hajj that has been successfully carried out by BSM KCP Rancaekek.The conclusion of this study is that there is a significant influence of service quality on the expansion of market share by 53.3% with a strong correlation of 0.730 and through t test, where t counts at 8.245 (> t table), then H_0 is rejected and H_i is accepted. Furthermore, there is a significant influence of promotion on the expansion of market share by 30.3% with a moderate / sufficient correlation of 0.550 through t test, where t counts is 4.219 (> t table), then H_ (0) is rejected and H_i is accepted. Then there is a significant influence of service quality and promotion simultaneously to the expansion of market share by 60.6% and a strong correlation of 0.784 and through Test F, where F count is 67.023 (> F table), then 〖H〗 _ ( 0) rejected and H_i accepted.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah dan Loyalitas Nasabah Tabungan Britama Pada PT. Bank Rakyat Indonesia (Persero) Tbk Cabang Samarinda

2020 ◽  
Vol 8 (3) ◽  
pp. 199
Author(s):  
Poppy Alvianolita Sanistasya
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Data Collection Methods ◽  
Savings Accounts ◽  
Collection Methods

This study aims to determine: (1) the effect of service quality on customer loyalty; (2) the effect of service quality on customer loyalty; (3) the effect of satisfaction on customer loyalty. The type of research (explanatory effect). Samples of 110 respondents of savings accounts in BRI branch Samarinda. This study uses survey methode and data collection methods using questionnaires. Analysis of data used path analysis. Results of the path analysis can be seen that: (1) service quality variable have a significant effect on customer satisfaction variable; (2) service quality variable have a significant influence on customer loyalty variable; (3) customer satisfaction variable do not have a significant effect on customer loyalty variable.

scholarly journals PENGARUH BAURAN PROMOSI, KUALITAS PELAYANAN, DAN CITRA PERUSAHAAN TERHADAP KEPUASAN JAMAAH UMROH AL-SHAHBA MALANG MELALUI KEPERCAYAAN JAMAAH SEBAGAI VARIABEL INTERVENING

2020 ◽  
Vol 14 (2) ◽  
pp. 161-172
Author(s):  
Maulidia Wulan Anggraini ◽  
Tin Agustina Karnawati ◽  
Widi Dewi Ruspitasari
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Path Analysis ◽  
Significant Influence ◽  
Sampling Technique ◽  
Corporate Image ◽  
Coefficient Of Determination ◽  
Purposive Sampling ◽  
Independent Variables ◽  
Variable Population

The purpose of the research is to determine the effect of the promotion mix, service quality, and company image toward satisfaction of Al-Shahba Malang pilgrims through the pilgrims’ trust as an intervening variable. Population of this research is based on consumer who choosing and using Al-Shahba Malang’s umrah package in 2016-2018 as many 276 people. Sample used in this research covers 163 consumer using purposive sampling technique. In this research, the data collection techniques is by questionnaires, interviews, observations, and documentations. The data gained from questionnaires was analyzed by using instrument test, path analysis, hypoteshis testing and the coefficient of determination with SPSS 21.0 version. The research proves that the three independent variables : promotion mix, service quality, and corporate image, has a positive and significant influence on the pilgrims’ trust. The promotion mix, service quality, and corporate image has a positive and significant influence on the pilgrims’ satisfaction. The pilgrims’ trust has a positive and significant influence on the pilgrims’ satisfaction. And the promotion mix, service quality, corporate image has a positive and significant indirect influence on the pilgrims’ satisfaction through pilgrims’ trust as an intervening variable.

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