The Influence Of Trust And Service Quality On Loyalty Through Customer Satisfaction At State-Owned Banks  In Makassar City

The Banking Industry is one of the industries in the service sector that collects funds from the public and channels them back in the form of credit to the public, so the need to provide trust, quality of service, satisfaction so as to increase loyalty to state-owned banks in Makassar. This study aims to determine the effect of trust on satisfaction, service quality on satisfaction, trust on customer loyalty, service quality on customer loyalty, satisfaction on customer loyalty, trust on customer loyalty through customer satisfaction, and service quality on customer loyalty through customer satisfaction. Data was collected through observation, questionnaires, and documentation and analyzed through validity, reliability, classic assumption tests, path analysis and multiple tests. The results showed that trust had a positive and significant effect on customer satisfaction. Service quality has a positive and not significant effect on customer satisfaction. Trust has a positive and not significant effect on customer loyalty. Service quality has a positive and not significant effect on customer loyalty. There is a positive and significant influence on customer loyalty in state-owned banks in Makassar. Trust has a positive and significant effect on customer loyalty through customer satisfaction. Quality of service affects customer loyalty through customer satisfaction at state-owned banks in Makassar.

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EFFECT OF SERVICE QUALITY ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION PT. MAYBANK INDONESIA FINANCE JAKARTA BRANCH

Journal of Humanities, Social Science, Public Administration and Management (HUSOCPUMENT) ◽

10.51715/husocpument.v1i4.128 ◽

2021 ◽

Vol 1 (4) ◽

pp. 202-211

Author(s):

Hendri Hendri ◽

Budi Haryono ◽

Saparso Saparso

Keyword(s):

Quality Of Service ◽

Data Analysis ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Significant Influence ◽

Good Service ◽

Purposive Sampling ◽

Pls Analysis

This study discusses the effect of service quality on customer loyalty mediated by customer satisfaction at PT. Maybank Indonesia Finance Jakarta Branch. This research was conducted by using purposive sampling. Data analysis using Smart PLS analysis. The results of the analysis conclude that service quality does not affect customer loyalty. So it can be said, good service quality may not necessarily make the customer loyal to PT. Maybank Indonesia Finance because there are still several factors that can make customers loyal. Service quality has a positive and significant effect on customer satisfaction. So it can be said, good service quality will increase customer satisfaction with PT. Maybank Indonesia Finance. Customer Satisfaction has a positive and significant influence on Customer Loyalty. So it can be said, increasing customer satisfaction will make customers more loyal to PT. Maybank Indonesia Finance. Customer satisfaction can mediate the effect of service quality on customer loyalty. So it can be said, if the quality of service provided is getting better, it will form high customer satisfaction in the minds of customers, then this will further increase customer loyalty at PT. Maybank Indonesia Finance.

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PENGARUH KUALITAS LAYANAN DAN PENANGANAN KELUHAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK UMUM SYARIAH DI SURABAYA

EKUITAS (Jurnal Ekonomi dan Keuangan) ◽

10.24034/j25485024.y2011.v15.i2.229 ◽

2018 ◽

Vol 15 (2) ◽

pp. 210-231

Author(s):

Anindhyta Budiarti

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Significant Influence ◽

Structural Equation ◽

Equation Modeling ◽

Islamic Banks ◽

Banking Business

In the service industry is not only a problem in the quality of service only, other issues that need to be considered is how the handling of complaints from users. Of the complaints handling problems can be used as a measure of quality products and services offered. Thus expected to create satisfaction as well as create user loyalty. Similarly, in the banking business after the economic crisis that occurred in 1997. Banking business demanded proactive to enhance service quality and also in the handling of complaints to the customer who is expected to increase customer satisfactionand loyalty. The purpose of this study is Proving and analyze (1) the influence of service quality on customer satisfaction, (2) the influence of the handling of complaints against customer satisfaction, (3) the influence of customer satisfaction on customer loyalty, (4) the influence of service quality on customer loyalty and (5) influence the handling of complaints against customer loyalty Islamic banks in Surabaya. This research was conducted on Islamic banks in Surabaya. This type of research used in this research is the kind of explanatory research. Respondents in this study are customers of Islamic banks in Surabaya. The number of respondents who researched as much as 150 respondents. The analytical tool used in this study is structural equation modeling (SEM). The analysis showed that service quality has a significant influence on satisfaction. Handling complaints have a significant impact on customer satisfaction. Satisfaction has a significant influence on customer loyalty. Service quality has a significant effect on loyalty. Handling complaints have a significant impact on customer loyalty. Customer satisfaction can be improved by improving the quality of service and complaint handling.

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PENGARUH KUALITAS LAYANAN DAN PENANGANAN KELUHAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK UMUM SYARIAH DI SURABAYA

EKUITAS (Jurnal Ekonomi dan Keuangan) ◽

10.24034/j25485024.y2011.v15.i2.2289 ◽

2017 ◽

Vol 15 (2) ◽

pp. 210

Author(s):

Anindhyta Budiarti

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Significant Influence ◽

Structural Equation ◽

Equation Modeling ◽

Islamic Banks ◽

Banking Business

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

E-Jurnal Manajemen Universitas Udayana ◽

10.24843/ejmunud.2018.v07.i12.p11 ◽

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.

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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PT. SAMUDRA BINTANG ANGKASA TOUR AND TRAVEL BANJARMASIN

Jurnal Ilmiah Ekonomi Bisnis ◽

10.35972/jieb.v5i1.265 ◽

2019 ◽

Vol 5 (1) ◽

Author(s):

Dini Puspita

Keyword(s):

Quality Of Service ◽

Data Collection ◽

Customer Satisfaction ◽

Service Quality ◽

Significant Influence ◽

Research Method ◽

Influential Factor ◽

Sampling Techniques ◽

Cross Sectional

Abstract: The purpose of this study is to know and analyze the influence of service quality on customer satisfaction at PT Samudra Bintang Angkasa Tour and Travel. The research method used is the analytical survey research method. The approach chosen in this study is the Cross Sectional approach. The population in this study are customers who use the services of PT Samudra Bintang Angkasa Tour and Travel, from August to November 2018. The sample in this study used accidental sampling techniques totaling 60 customers who used the services of PT Samudra Bintang Angkasa Tour and Travel in December 2018. Data collection techniques used questionnaires, documentation, and observation. The results of the study can be concluded that there is a simultaneous significant influence between service quality consisting of Tangible , Reliability , Responsiveness, Assurance and Empathy on Customer satisfaction PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. There is a partial significant influence between the quality of service consisting of Tangible, Reliability, Responsiveness , and Empathy on Customer satisfaction PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Reliability Factoris the most influential factor (predominantly on Customer satisfaction at PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Keywords: Service Quality, Satisfaction, Customers Abstrak: Tujuan dari penelitian ini adalah mengetahui dan menganalisis pengaruh kualitas layanan terhadap kepuasan pelanggan pada PT Samudra Bintang Angkasa Tour and Travel. Metode penelitian yang digunakan adalah metode penelitian survey analitik. Pendekatan yang dipilih dalam penelitian ini adalah pendekatan Cross Sectional. Populasi dalam penelitian ini adalah pelanggan yang menggunakan jasa PT Samudra Bintang Angkasa Tour and Travel, dari bulan Agustus sampai dengan November 2018. Sampel dalam penelitian ini menggunakan teknik accidental sampling berjumlah 60 orang pelanggan yang menggunakan jasa PT Samudra Bintang Angkasa Tour and Travel pada bulan Desember tahun 2018. Teknik pengumpulan data menggunakan kuesioner, dokumentasi, dan observasi. Hasil penelitian dapat disimpulkan bahwa ada pengaruh signifikan secara simultan antara kualitas layanan yang terdiri atas Tangible, Reliability, Responsiveness, Assurance dan Empathy terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Ada pengaruh signifikan secara parsial antara kualitas layanan yang terdiri atas Tangible, Reliability, Responsiveness, dan Empathy terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Faktor Reliability merupakan faktor yang paling berpengaruh (secara dominan terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Kata kunci : Kualitas Pelayanan, Kepuasan, Pelanggan

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ANALISA DAMPAK KEPUASAN PELANGGAN DALAM HUBUNGAN ANTARA ORIENTASI PELAYANAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN SALON MUSLIMAH

Jurnal Ekonomi Syariah Teori dan Terapan ◽

10.20473/vol8iss20213pp297-304 ◽

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.

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

Business and Finance Journal ◽

10.33086/bfj.v1i1.266 ◽

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.

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Menguji Loyalitas Pelanggan Restoran

Jurnal Ekonomi MODERNISASI ◽

10.21067/jem.v14i2.2616 ◽

2018 ◽

Vol 14 (2) ◽

pp. 121-128

Author(s):

Sabar Sabar

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Sampling Method ◽

Analysis Technique ◽

Managerial Implications ◽

Improve Service Quality ◽

Restaurant Owners

This study aims to examine the effect of service quality on satisfaction and its impact on the restaurant's ability to build customer loyalty. The sampling method used was accidental sampling. The analysis technique used was SEM PLS. The results showed that the quality of service had an impact on satisfaction which led to an increase in restaurant customer loyalty. Managerial implications of research results should be that managers or restaurant owners could improve service quality through reliability, responsiveness, assurance, empathy, tangible so that customer satisfaction increases so that it had an impact on customer loyalty.

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ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA PT. BANK NEGARA INDONESIA TBK KANTOR KAS BINUANG

KINDAI ◽

10.35972/kindai.v17i1.581 ◽

2021 ◽

Vol 17 (1) ◽

pp. 120-125

Author(s):

Fajar Ari Rohan

Keyword(s):

Quality Of Service ◽

Quantitative Analysis ◽

Customer Satisfaction ◽

Service Quality ◽

Significant Influence ◽

Analysis Approach ◽

Primary Data ◽

A Value

Abstrak : Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan berpengaruh signifikan terhadap kepuasan nasabah pada PT. Bank Negara Indonesia Tbk Kantor Kas Binuang. Penulis menggolongkan penelitian ini pendekatan analisis kuantitatif untuk mengolah data primer yang diperoleh dari sampel penelitian sebanyak 100 nasabah. Hasil penelitian dapat disimpulkan bahwa terdapat pengaruh yang positif dan signifikan antara kualitas pelayanan terhadap kepuasan nasabah pada PT. Bank Negara Indonesia Tbk Kantor Kas Binuang dengan nilai Y = 1.668 + 0.626X + 0.291. Jika kualitas pelayanan semakin meningkat maka kepuasan nasabah PT. Bank Negara Indonesia Tbk Kantor Kas Binuang juga akan meningkat, sebaliknya jika kualitas pelayanan yang ada di PT. Bank Negara Indonesia Tbk Kantor Kas Binuang semakin menurun maka kepuasan nasabah juga dapat menurun. Kata Kunci : Kualitas Pelayanan, Kepuasan Nasabah Bank Abstract : This study aims to determine the effect of service quality has a significant effect on customer satisfaction at PT. Bank Negara Indonesia Tbk Binuang Cash Office. The author classifies this research as a quantitative analysis approach to processing primary data obtained from a research sample of 100 customers. The result of this research can be concluded that there is a positive and significant influence between service quality and customer satisfaction at PT. Bank Negara Indonesia Tbk Binuang Cash Office with a value of Y = 1.668 + 0.626X + 0.291. If the quality of service increases, the customer satisfaction of PT. Bank Negara Indonesia Tbk Binuang Cash Office will also improve, on the contrary if the quality of service available at PT. Bank Negara Indonesia Tbk Binuang Cash Office is decreasing, so customer satisfaction can also decrease. Keywords: Service Quality, Bank Customer Satisfaction

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STUDI CITRA RUMAH SAKIT DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN PADA RUMAH SAKIT AWAL BROS TANGERANG

JMB : Jurnal Manajemen dan Bisnis ◽

10.31000/jmb.v8i2.1604 ◽

2019 ◽

Vol 8 (2) ◽

Author(s):

Agung Sulistyo ◽

Aris Gumilar

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Direct Effect ◽

Customer Loyalty ◽

Research Method ◽

Direct Influence ◽

Positive Direct ◽

Descriptive Method

This study aims to determine the effect of hospital image and service quality to customer loyalty through customer satisfaction at Awal Bros Tangerang Hospital. The research method used in this research is descriptive method, and by testing the hypothesis. The result of the study found that: 1) There is a positive direct effect of Hospital Image on Customer Satisfaction of Awal Bros Tangerang. 2) There is a positive direct influence Quality of service to Customer Satisfaction Awal Bros Tangerang Hospital. 3) There is a positive direct influence Customer Satisfaction on Customer Loyalty Awal Bros Tangerang Hospital. 4) There is a positive direct impact Hospital image of Customer Loyalty Awal Bros Tangerang Hospital.5) There is a positive direct effect quality of service to Customer loyalty Awal Bros Tangerang Hospital. 6) There is no positive indirect influence of Hospital Image on Customer loyalty through Customer Satisfaction of Awal Bros Tangerang Hospital. 7) There is an indirect effect of service quality on Customer Loyalty through Customer Satisfaction Awal Bros Tangerang Hospital.

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