scholarly journals ANALYSIS OF SERVICE QUALITY AND TRUST ON CONSUMER LOYALTY WITH SATISFACTION AS AN INTERVENING VARIABLE (CASE STUDY OF P.O BORLINDO)

2020 ◽  
Vol 3 (2) ◽  
pp. 1-10
Author(s):  
Abdul Razak Sabara ◽  
Otto Randa Payangan ◽  
Muhammad Ismail
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Field Research ◽  
Secondary Data ◽  
Research Data ◽  
Consumer Loyalty ◽  
Descriptive Research ◽  
Quantitative Descriptive ◽  
Positive Effect

This research aims to determine the effect of service quality and trust on the consumers' loyalty through consumer satisfaction directly and indirectly. The research was conducted at PO Borlindo by taking passengers as a research object. This research draft uses quantitative descriptive research with direct observation in the field. Research data form primary and secondary data from the company. Data is processed and analyzed by path analysis methods with IBM-SPSS. The results showed that the Service quality and trust positively affect consumer satisfaction and consumer loyalty directly. Trust had a positive effect on consumers' loyalty through consumer satisfaction. The hypothesis testing shows that the service quality variable is the variable with the lowest level of influence among other variables on consumer loyalty at PO Borlindo.

Price Analysis, Service Quality, Customer Satisfaction on Customer Loyalty at Pt. Tigaraksa Satria, Tbk Medan

2021 ◽  
Vol 8 (4) ◽  
pp. 86-91
Author(s):  
Teuku Sabri Albana Putra ◽  
Isfenti Sadalia ◽  
Beby Karina Fawzeea Sembiring
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Field Research ◽  
Secondary Data ◽  
Research Field ◽  
Primary Data ◽  
Quantitative Descriptive ◽  
Price Analysis ◽  
Positive Effect

This study aims to analyze how much influence price, service quality and customer satisfaction have on customer loyalty at PT. Tiga Raksa Satria Tbk Medan. This study used a quantitative descriptive method by using a normative approach (legal research) to obtain secondary data and an empirical approach (juridical sociological), to obtain primary data through field research (field research). The results showed that the effect of price, service quality and customer satisfaction on customer loyalty at PT. Tigaraksa Satria Tbk, and based on the research results are as follows: First, the effect of price on customer loyalty has a positive and significant effect, which means that if the price improves, customer loyalty will also improve. Second, the effect of service quality on customer loyalty has a positive and significant effect, which means that if service quality increases, customer loyalty will also increase. Third, the effect of customer satisfaction on customer loyalty has a positive and significant effect, which means that if customer satisfaction increases, customer loyalty will also increase. Fourth, the overall effect of price, service quality and customer satisfaction on customer loyalty has a positive effect, which means that if the three independent variables are continuously improved, customer loyalty will also increase. Therefore, it is hoped that PT. Tigaraksa Satria Tbk in terms of improving customer loyalty to pay more attention to the issue of price, service quality and customer satisfaction. In order to create good customer loyalty at PT. Tigaraksa Satria Tbk. Keywords: Price, Service Quality, Customer Satisfaction and Loyalty Customer.

scholarly journals PENGARUH CITRA RUMAH SAKIT DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PASIEN MELALUI KEPUASAN PASIEN (STUDI PADA RUMAH SAKIT UMUM KARDINAH TEGAL)

2019 ◽  
Vol 3 (1) ◽  
Author(s):  
M. Andi Ardiyanto ◽  
Mr. Tabrani
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Positive Influence ◽  
Sem Analysis ◽  
Consumer Loyalty ◽  
Analysis Method ◽  
Collection Method ◽  
Positive Effect

M. Andi Ardiyanto. Influence of Image and Quality of Service To Consumer Loyalty Through Consumer Satisfaction (Study At Hospital KardinahTegal). Thesis.Tegal: Master of Management Pancasakti University of Tegal. 2017 The purpose of this research is to test empirically the influence of image and service quality to consumer loyalty through consumer satisfaction (Study AtHospital KardinahTegal). The research variables in this research are image, service quality, satisfaction and loyalty. The hypothesis of this study is the image and quality of service influence on consumer loyalty through consumer satisfaction. Data collection method used in this research is questionnaire. While the data analysis method used is SEM analysis using AMOS application The result of this research are (1) image have positive effect to satisfaction (2) service quality have positive effect to satisfaction (3) image have positive effect to loyalty (4) service quality have positive influence to loyalty (5) satisfaction positive effect to loyalty (6) Can mediate the influence of the image on loyalty but satisfaction can not mediate the influence of service quality on loyalty.Keywords: Image, Service Quality, Satisfaction, Loyalty

scholarly journals FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS KONSUMEN TOKO STARS MADIUN 2

2021 ◽  
Vol 1 (2) ◽  
pp. 197-216
Author(s):  
Ridha Maisaroh ◽  
Maulida Nurhidayati
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Field Research ◽  
Partial Least Square ◽  
Least Square ◽  
Purchase Behavior ◽  
Consumer Loyalty ◽  
Price Promotion ◽  
Competitive Prices ◽  
Repeat Purchase Behavior

Consumer loyalty is a positive attitude given by consumers to a product or company caused by consumer satisfaction with the product or company which is manifested by repeat purchase behavior to recommend it to anyone they know. This study aims to determine and analyze the effect of price, promotion, and service quality on consumer loyalty at Stars Madiun 2 Store. This research is a field research with a quantitative approach. Stars Madiun 2 shop consumers are the population in this study with 97 consumers as samples. Sampling was done by incidental sampling method. Data were analyzed by Partial Least Square (PLS) method. The results showed that price and promotion had a positive effect on consumer loyalty. While the quality of service has no effect on consumer loyalty. The magnitude of the influence of price, promotion, and service quality on consumer loyalty has an effect of 66.5% and 33.5% is influenced by variables that are not included in the model. The price variable has the greatest contribution to loyalty. The Stars Madiun 2 store must consider prices more carefully, such as providing more competitive prices, and offering a variety of products accompanied by good quality. After that, promotion and service quality can be improved.   Loyalitas konsumen merupakan sikap positif yang diberikan oleh konsumen kepada suatu produk atau perusahaan yang disebabkan oleh kepuasan konsumen terhadap produk atau perusahaan tersebut yang diwujudkan dengan perilaku pembelian berulang hingga merekomendasikannya kepada siapapun yang mereka kenal. Penelitian ini memiliki tujuan untuk mengetahui dan menganalisis pengaruh harga, promosi, dan kualitas pelayanan terhadap loyalitas konsumen Toko Stars Madiun 2. Penelitian ini adalah penelitian lapangan dengan pendekatan kuantitatif. Konsumen Toko Stars Madiun 2 merupakan populasi pada penelitian ini dengan 97 konsumen sebagai sampel. Pengambilan sampel dilakukan dengan metode incidental sampling. Data dianalisis dengan metode Partial Least Square (PLS). Hasil penelitian menunjukkan bahwa harga dan promosi berpengaruh positif terhadap loyalitas konsumen. Sedangkan kualitas pelayanan tidak berpengaruh terhadap loyalitas konsumen. Besarnya pengaruh harga, promosi, dan kualitas pelayanan terhadap loyalitas konsumen berpengaruh sebesar 66,5% dengan 33,5% dipengaruhi oleh variabel yang tidak masuk dalam model. Variabel harga memiliki kontribusi paling besar terhadap loyalitas. Toko Stars Madiun 2 harus lebih mempertimbangkan harga dengan matang, seperti memberikan harga yang lebih kompetitif, dan bermacam-macam dengan diiringi dengan kualitas produk yang baik. Setelah itu dapat dilakukan peningkatan promosi dan kualitas pelayanan.

scholarly journals The Effect of Innovation, Promotion, and Quality of Products on Consumer Loyalty with Satisfaction as Intervening Variables (Case Study Costumer PT. Mandom In Surabaya)

2021 ◽  
Vol 2 (3) ◽  
pp. 206-213
Author(s):  
Rega Irsa Irawan ◽  
Sengguruh Nilowardono
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
P Value ◽  
Consumer Loyalty ◽  
Significant Positive Effect ◽  
Quality Of Products ◽  
Positive Effect

This study aims to determine the effect of innovation, promotion, product quality on consumer loyalty with customer satisfaction as intervening. This research method uses quantitative with OLS analysis tools. The research instrument was a questionnaire with 75 samples of Gastby product consumers. The results of the study prove that Innovation has positive significant effect on consumer satisfaction as evidenced by the results of t value of 4.457 with p-value of 0.00, Innovation has significant positive effect on consumer loyalty as evidenced by the results of t value of 8.897 with p-value amounting to 0,000, promotion does not have a significant positive effect on customer satisfaction t value of 0.421 with a p-value of 0.674, promotion does not have a significant positive effect on consumer loyalty as evidenced by the result of t of 1,277 with a p-value of 0,202, quality the product has significant positive effect on customer satisfaction as evidenced by the results of t table (1.666) and p-value smaller than 0.05, product quality has significant positive effect on loyalty consumer as evidenced by the results of this value greater than t table (1.666 ) and p-value is smaller than 0.05 consumer power has an effect on consumer loyalty as evidenced by the results of t value of 4.689 with a p-value of 0.00.  

scholarly journals THE IMPACT OF BRAND IMAGE AND SERVICE QUALITY ON BUYING DECISIONS AND ITS IMPLICATION ON CONSUMER SATISFACTION (CASE STUDY AT PT IMI)

2020 ◽  
Vol 1 (3) ◽  
pp. 394-408
Author(s):  
Sylvia Okta Pradita ◽  
Arifin Sitio
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Brand Image ◽  
Purchasing Decisions ◽  
Analysis Technique ◽  
The Impact ◽  
Positive Effect ◽  
Buying Decisions

This study aims to analyze the Impact of Brand Image and Service Quality on Buying Decisions and Its Implications on Consumer Satisfaction (Case Study at PT IMI). This type of research used in this study is a type of causal research with a quantitative approach. The population in this study is all PT IMI customers who have received document storage services as much as 465 customers. The determination of the number of samples was been taken using the Slovin formula to obtain 82 research samples. While analysis technique used is path analysis. The result of these study indicate whether: (1) Brand Image has a positive and significant influence on Purchasing Decisions, (2) Service Quality has a positive and significant effect on Purchasing Decisions, (3) Brand Image has a positive and significant effect on Consumer Satisfaction, (4) Service Quality has a positive effect and significant impact on Consumer Satisfaction, (5) Purchasing Decisions have a positive and significant effect on Consumer Satisfaction.

scholarly journals ANALISIS KEPUASAN PELANGGAN ATAS KUALITAS PELAYANAN PADA PT AUTOMOBIL JAYA MANDIRI WULING DI SURAKARTA

2019 ◽  
Vol 3 (02) ◽  
Author(s):  
Endah Astuti ◽  
Eny Kustiyah ◽  
Sri Hartono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Descriptive Analysis ◽  
Secondary Data ◽  
Primary Data ◽  
Quantitative Descriptive Analysis ◽  
Physical Evidence ◽  
Quantitative Descriptive ◽  
Regression Tests

The purpose of this study was to determine the effect of service quality on customer satisfaction PT. Automobil Jaya Mandiri Wuling Surakarta partially and simultaneously. Primary data sources were obtained from questionnaires distributed to consumers with a sample of 95 people, while secondary data were obtained from PT. Automboil Jaya Mandiri Wuling Surakarta. The analytical tool used is quantitative descriptive analysis. Based on the results of the t test, it can be concluded that there is a partial effect between tangible and assurance on customer satisfaction at PT. Automobil Jaya Mandiri Wuling Surakarta. F test results show that there is a simultaneous influence between tangible, reliable, responsible, assurance, empathyvvariables on customer satisfaction at PT. Automobil Jaya Mandiri Wuling Surakarta. The results of multiple linear regression tests obtained by the equation Y = 1,219 + 0.763 X1 - 0.064 X2 + 0.130 X3 + 0.748 X4 - 8.644X5 €. From the regression equation it can be seen that the most dominant variable influencing consumer satisfaction is the physical evidence variable with a coefficient of 0.763. R2 (R Square) test obtained a result of 0.609 or 60.9% which means that customer satisfaction with the Dealer of PT. Automobil Jaya Mandiri Wuling Surakarta is influenced by variable tangiable, reliable, responsible, assurance, empathy of 60.9%. And other factors that influence customer satisfaction at PT. Automobil Jaya Mandiri Wuling Surakarta. of 0.391 (39.1%) expected by PT. Automobil Jaya Mandiri Wuling Surakarta needs to implement and develop aspects of service to consumer satisfaction which include tangible (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (empathy), empathy (empathy), so as to obtain a more market share well. Keywords: Service Quality, Tangible, Reliability, Responsiveness, Assurance, Empathy, and Customer Satisfaction

scholarly journals Analisis Faktor-Faktor yang Mempengaruhi Kepuasan Pelanggan di Indomaret Hayam Wuruk Purwodadi

2021 ◽  
Vol 23 (2) ◽  
pp. 97-107
Author(s):  
Akhmad Nurrofi
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Test Reliability ◽  
Price Perception ◽  
Testing Techniques ◽  
Positive Effect

This study aims to test and analyze the effect of company image, price perception and service quality on consumer satisfaction, case study at Indomaret Minimarket Jl. Hayam Wuruk Purwodadi. Data collection is done through distributing questionnaires to 115 consumers. Data analysis in this study using SPSS version 21. The sampling technique used is the census method and the data testing techniques used in this study include the validity test with factor analysis, test reliability with Cronbach Alpha. Classical assumption tests and multiple linear regression analysis, to test and prove the research hypothesis. The results of the analysis show that the first equation is Y = 0.254X1 + 0.029X2 + 0.551X3 which means the variable company image, service quality has a positive effect on the variable customer satisfaction, while the price perception does not affect consumer satisfaction.

PENGARUH KUALITAS PELAYANAN DAN PROMOSI TERHADAP LOYALITAS NASABAH MELALUI KEPUASAN NASABAH PADA PT ADIRA DINAMIKA MULTIFINANCE Tbk

2018 ◽  
Vol 5 (1) ◽  
Author(s):  
Rasmansyah Rasmansyah, MM. ◽  
Erfine Kumala Furi
Keyword(s):  
Service Quality ◽  
Direct Effect ◽  
Consumer Satisfaction ◽  
Research Result ◽  
Survey Method ◽  
Consumer Loyalty ◽  
Result Show ◽  
Branch Office ◽  
Positive Effect ◽  
Significant Direct Effect

Multifinance bussiness is not always being about financing a vehicle transportation but the service quality for their consumer and the promotion do also, which is in those case the company will also trying to reach the satisfaction of consumer and company loyalty. The strategy have been done by Adira Finance before, but the problem which they faced was can not reach the optimal goals still. The problem was approached cause the strategy in service all at once the marketing strategy cant increase the loyalty which Company’s wanted yet, where its belonging indicated with the connection of consumer satisfaction. This research had a purpose, and it is to knowing the service quality and the promotion towards consumer loyalty through the satisfaction which is held by Adira Finance. The research also had a hypothesis which are service quality, the promotion and consumer satisfaction have a significant direct effect to consumer loyalty of Adira Finance. This research method using the survey method and the quetioner for doing the interview with respondents. By purposive sampling, Adira Finance consumer who was came to branch office (car exspecially) on Jakarta ( South Jakarta, Pancoran, Kelapa Gading Car, and West Jakarta) from Monday till Saturday, so being a hope, those sample can be represent a whole of car consumer at Jakarta. The data result will be analyze with SPSS 20 version. The research result show us that the promotion variable have a significant direct effect towards loyalty consumer, but its not also happened to service quality which not have a direct effect either. The service quality have its significant direct effect just for consumer satisfaction, and in the other side doing the direct effect towards consumer loyalty. This thing said that if the Company wants to increasing the loyalty of consumer then the consumer satisfaction is the good intervening variable for it, as well known the service quality have a significant effect and together with promotion will be affect the loyalty of consumer. But there is an another variable and factor in other than service quality, promotion and consumer satisfaction which can affect Adira Finance’s consumer loyalty. The company have to consider and learning more those another causes or factors and increasing the positive effect one, because the effect can be bigger than effect of the three variable in this research

scholarly journals Pengaruh Pendapatan Asli Daerah, Dana Alokasi Umum Dan Dana Alokasi Khusus Terhadap Indeks Pembangunan Manusia Dengan Belanja Modal Sebagai Variabel Intervening

2019 ◽  
Vol 1 (1) ◽  
pp. 1-17
Author(s):  
Adel Riviando ◽  
Henri Agustin ◽  
Halmawati Halmawati
Keyword(s):  
Capital Expenditure ◽  
Secondary Data ◽  
Partial Least Square ◽  
Least Square ◽  
Capital Expenditures ◽  
Descriptive Research ◽  
Total Capital ◽  
West Sumatra ◽  
Quantitative Descriptive ◽  
Positive Effect

This research aims to prove empirically the influence of PAD, DAU and DAK on the HDI with Capital Expenditure as an Intervening variable. This is quantitative descriptive research. The population in this research were 19 districts and cities in the Province of West Sumatra in 2015-2017. The PAD variable is measured by the PAD formula =% allocation forming the HDI × total PAD, the DAU variable measured by the DAU formula =% allocation forming the HDI × the total DAU, the DAK variable measured DAK formula =% allocation of HDI maker × total DAK, variable Capital Expenditures measured by Capital Expenditure =% allocation of HDI formers × total Capital Expenditures and HDI measured through the average of 3 components forming the HDI. Samples in this study were determined by the total sampling method. The type of data used is secondary data obtained from www.bps.go.id and www.djpk.depkeu.go.id. The analytical method used is Partial Least Square. The results of this study shows that PAD, DAU and DAK have a significant positive effect on the HDI, Capital Expenditures are not able to mediate the influence of PAD, DAU and DAK on the HDI

scholarly journals Faktor Faktor Yang Mempengaruhi Lama Mencari Kerja Pada Tenaga Kerja Sektor Informal Di Kabupaten Manokwari

2019 ◽  
Vol 2 (2) ◽  
pp. 7-16
Author(s):  
Ida A. Baransano ◽  
Yuyun P. Rahayu ◽  
Lillyani M. Orisu
Keyword(s):  
Secondary Data ◽  
Job Seekers ◽  
Level Of Education ◽  
Descriptive Research ◽  
Analysis Technique ◽  
Negative Effect ◽  
Convenience Sampling ◽  
Quantitative Descriptive ◽  
Job Competition ◽  
Positive Effect

The level of education, age and income, partially and simultaneously affect the length of time on seeking work in Manokwari Regency. BPS data shows the ratio of job seekers is quite large and the number of vacancies is very limited (42 job seekers per 1 job). Competition between job seekers is getting stronger and depends on the background of applicant. In addition, the lack of job seeker background contributes to the longer a person gets a job. This research is a type of quantitative descriptive research and data sources include primary and secondary data. The sampling method is convenience sampling, the number of samples taken is 99 respondents, the data analysis technique in this research is using multiple linear regression. Based on the results of the analysis, it can be seen that the level of education has a negative and significant effect on the length of work seeking. While age has a positive effect and income level has a negative effect on the speed of obtaining one's work, but both do not significantly influence the 95% level of confidence.  While the ability of the old variable to find work is explained by the variables of education level, age and income of 99.37%..

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