scholarly journals Hubungan Mutu Pelayanan Dengan Loyalitas Pelanggan Jasa Pengiriman Paket Pada Kantor Pos Kota Depok

2016 ◽  
Vol 2 (2) ◽  
pp. 85
Author(s):  
Emma Rahmawati ◽  
Musa Hubeis
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Descriptive Analysis ◽  
Secondary Data ◽  
Sampling Technique ◽  
Quality Level ◽  
Post Office ◽  
Loyal Customer ◽  
The Relationship

<p>fice were (1) To identify the relationship between service quality and customer loyalty; (2) To analyze the relationship strength between service quality and customer loyalty; (3) Assessing the service quality level by Depok City Post Office. The data collecting were primary and secondary data. Convenience sampling was chosen as sampling technique. The research analyze by descriptive analysis, Importance Performance Analysis (IPA), Range and Rank Spearman correlation test, and processed by Microsoft Excel 2007 and Software SPSS 17.0 version for Windows. The study by IPA showed the attribute spread out around all quadrant with the majority attributes placed on quadrant III, however the study will be focused on attributes placed Quadrant I: completly of information media, quick service and complaint service, which are the main important factors to improve. The research finding was proven the customer is categorize as loyal customer. The analysis of work attributes level showed reliability has no relation with loyality. The Relationship between Good Quality of Customer Service and Customer Packaging Delivery Service Loyalty in Depok City Post Office is strong showed by r = 0,277.</p>

scholarly journals Exploring the Relationship between Customer Loyalty and Financial Performance of Banks: Customer Open Innovation Perspective

2020 ◽  
Vol 6 (4) ◽  
pp. 108 ◽  
Author(s):  
Md. Harun Ur Rashid ◽  
Mohammad Nurunnabi ◽  
Mahfuzur Rahman ◽  
Md. Abdul Kaium Masud
Keyword(s):  
Service Quality ◽  
Financial Performance ◽  
Customer Service ◽  
Customer Loyalty ◽  
Financial Stability ◽  
Secondary Data ◽  
Financial Sector ◽  
Annual Reports ◽  
Islamic Banks ◽  
The Relationship

In the age of technology, continuous innovation is the ultimate motto of the financial sector to attract customers. Firms in the financial sector must be innovative in terms of service quality and operational performance to obtain customer loyalty and gain financial stability. A dearth of studies on customer loyalty and financial performance of Islamic Banks motivated the authors to examine the relationship between customer loyalty and financial performance. The study also explores whether the service qualities have any impact on customer loyalty. The study uses both primary and secondary data to conclude the research objectives. A survey of 356 questionnaires was carried out among the customers of the selected Islamic banks of Bangladesh to gather information regarding customer service quality and customer loyalty, while financial performance data were attained from the annual reports. Moreover, the study follows the SERVQUAL model’s five dimensions (tangibles, empathy, assurance, reliability, and responsiveness) to determine the service quality of Bangladeshi Islamic Banks. Rigorous statistical techniques, including exploratory factor analysis, reliability testing, and regression analysis were used to investigate the hypothesis. The study empirically documents a positively significant impact of service quality (tangibles, empathy, reliability, and responsiveness) on customer loyalty, while assurance shows an insignificant relationship. Furthermore, the study does not find any significant relationship between customer loyalty and the financial performance of Bangladeshi Islamic Banks. The findings of the study profoundly denote that the financial performance of Bangladeshi Islamic Banks mostly depends on many other financial and non-financial factors, rather than customer loyalty.

scholarly journals Pengaruh Cash Ratio, Debt to Equity Ratio, dan Return On Assets Terhadap Return Saham dengan Nilai Tukar sebagai Variabel Moderating Pada Perusahaan Perkebunan yang Terdaftar di Bursa Efek Indonesia (BEI) Periode 2014-2018

2020 ◽  
Vol 5 (1) ◽  
pp. 57
Author(s):  
Yunan Surono ◽  
Andrian Hadinata
Keyword(s):  
Stock Returns ◽  
Stock Exchange ◽  
Descriptive Analysis ◽  
Secondary Data ◽  
Sampling Technique ◽  
Return On Assets ◽  
Significance Level ◽  
Independent Variables ◽  
Equity Ratio ◽  
The Relationship

The purpose of the research is to analyze the Influence of Cash Ratio, Debt To Equity Ratio and Return On Assets to Stock Return With Exchange Rate as Moderating Variables In Plantation Companies Listed In Indonesia Stock Exchange. This research uses descriptive analysis and statistical analysis methods. data that uses secondary data. This study focuses on the influence of 3 independent variables on the dependent variable by adding moderation variables to determine whether the moderating variable can affect the relationship between the independent variables on the dependent variable. Hypothesis testing in this study uses the F test and t test, with a brief significance level (a) 5%. This data analysis uses SPSS 20 data processing software for Windows. The population of this study is companies engaged in the plantation sector in the Indonesia Stock Exchange period 2014 - 2018, with a purposive sampling technique, obtained 6 companies that have fullfill criteria in this research. The results of this study partially Cash Ratio, Debt to Equity Ratio, and Return On Assets have a significant effect on stock returns, partially Debt to Equity Ratio and Return On Assets have a significant positive effect on stock returns, while Cash Ratio has no significant effect on stock returns. and the value is not able to affect the relationship between independent variable and dependent variable.

scholarly journals Pengaruh Kualitas Pelayanan Islami Terhadap Kepuasan dan Loyalitas Nasabah Bank BRI Syariah Surabaya

2015 ◽  
Vol 1 (9) ◽  
pp. 622
Author(s):  
Rizky Pratama Putra ◽  
Sri Herianingrum
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Partial Least Square ◽  
Least Square ◽  
Religious Knowledge ◽  
Loyal Customer ◽  
Customer Satisfaction And Loyalty

This study aims to determine the influence of the Islamic service quality on customer satisfaction and loyalty switching intentions moderated by religious knowledge level in in Customer of BRISyariah Bank in Surabaya.The research method used is quantitative approach. This research use a total of 96 customers of BRISyariah Surabaya. Customer characteristics used are Moslem, registered as a funding or deposit customer for at least a year. The sampling technique is purposive sampling. This research uses a method PLS (Partial Least Square).The results showed that Islamic service quality has a positive and significant impact on customer satisfaction. Other results showed that customer satisfaction has significant impact to customer loyalty and Islamic service quality has significant effect on customer loyalty. This results in accordance with the theory of Othman and Owen that CARTER could be used to measure the quality of service on Islamic Banking. Suggestion for the BRISyariah Bank in Surabaya should maintain and improve its service quality in order to improve satisfaction and form a loyal customer. For further research, can be done by adding another variable which affect customer satisfaction and loyalty.

scholarly journals Loyalitas Petani Dalam Melakukan Pembelian Benih Padi Produksi PP Kerja Di Solo Raya

2018 ◽  
Vol 14 (2) ◽  
pp. 135
Author(s):  
Gresia Rahmawati ◽  
Mohd. Harisudin ◽  
Hanifah Ihsaniyati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Customer Loyalty ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Recording Analysis ◽  
Convenience Sampling

<p><em>The purpose of this research are   (1) to know the influence   of product quality, price, service quality toward the customer satisfaction PP Kerja and (2) to know the influence of product quality, price, service quality and customer satisfaction toward the PP Kerja’s customer loyalty. The research here used explanatory research in this research. The sample used by 50 farmers who are customers of PP Kerja. The sampling technique using Convenience Sampling. Data were collected by questionnaire. The technique of collecting data was solved through observation, interviews and recording. Analysis of the data used is descriptive analysis and path analysis (path analysis). The results of this research showed that (1) the product quality  (X1),  price  (X2)  and  service  quality  (X3)  simultaneously  influenced  the customer satisfaction of PP Kerja (Y1). The total influenced of each variabel is 0,339;</em><em>0.178 and 0.543. (2) the product quality (X1), price (X2), service quality (X3) and customer satisfaction (Y1) simultaneously influenced the customer loyalty of PP Kerja (Y2). The price variable could influence the total of customer satisfaction 0,222; the service quality variable 0,362 and the customer satisfaction variable 0,442 it could give influence toward the customer satisfaction.</em></p>

scholarly journals PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEGABAI VARIABEL INTERVENING PADA PENGGUNA OJEK ONLINE GRAB (STUDI PADA MAHASISWA STIE TAMANSISWA BANJARNEGARA)

Medikonis ◽  
2020 ◽  
Vol 11 (1) ◽  
pp. 1-15
Author(s):  
Lustono Lustono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Negative Relationship ◽  
Sampling Technique ◽  
Significant Positive Effect ◽  
The Relationship ◽  
Positive Effect

ABSTRACT This study aims to determine the effect of service quality with price on customer loyalty through customer satisfaction as an intervening variable. STIE Tamansiswa Banjarnegara case study. In this study the independent variable consists of service quality and price, the intervening variable is customer satisfaction and the dependent variable is customer loyalty. The population of this study is 203 the total number of active students of STIE Tamansiswa Banjarnegara. While the sample of this study was 135 respondents. With accidental sampling technique. The type of research data is primer and data collection techniques using questionnaires. The results showed that partially the quality of service did not have a significant positive effect on customer loyalty. Price has a significant positive effect on customer loyalty. Service quality has a significant positive effect on customer satisfaction. Price has a significant positive effect on customer satisfaction. Customer satisfaction has a positive effect on customer loyalty. Customer satisfaction does not mediate the relationship between customer satisfaction and customer loyalty. Customer satisfaction can mediate a negative relationship between price and customer loyalty.

scholarly journals Service Quality Level of Post Office Saving Bank: A Perspective from Customers and Employees

2019 ◽  
Vol 8 (2S11) ◽  
pp. 4143-4152
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Relevant Literature ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Target Population ◽  
Saving Bank ◽  
Quality Level ◽  
Post Office ◽  
Mean Differences

The study aims to analyze the level of service quality of Post office Saving Bank from perspectives of customers and employees both. In particular, the objective of the paper is to study major gap i.e. service quality gap and other gaps contributing to major gap i.e. understanding gap, internal evaluation gap and service delivery gap. Present research seeks to gain an empirical insight into customers’ perceptions of service quality in Indian Postal Services. The target population of the survey was all the saving scheme users of Post Office saving Bank in Punjab state and all the employees working in POSB. For the purpose, the paper applies ‘Simple random sampling technique’ taking sample size of 200 customers and 100 employees. Data has been collected from various branches of ‘India post’ across State of Punjab. The relevant literature and instruments developed by past studies provided the base for developing research instrument. The study uses modified SERVQUAL with total of 35 items. For measuring mean differences, independent sample T-Test was used. The findings of the study revealed that service quality level of POSB was far below the expectations of customers. The service quality gap indicates that there were problems in understanding expectations of customers, making service standards and delivering service which collectively became the reason of this gap. The study will be extremely useful for the service providers and management as it pinpoints the areas of service shortfalls which need improvement. This paper develops a new model which consists of various service quality gaps causing major service quality gap. Considering the limitations of study, the paper also provides some directions for future scope of research in the same area as well as in other areas. Keywords : Service Qu

scholarly journals Pengaruh Kualitas Layanan Dan Citra Merek Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada Pelanggan Jasa JNE Di Yogyakarta

2021 ◽  
Vol 9 (2) ◽  
pp. 81-90
Author(s):  
Putri Wulandari ◽  
Heru Tri Sutiono ◽  
Sri Kussujaniatun
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Descriptive Analysis ◽  
Equation Modeling ◽  
Analysis Technique

The purpose of this study is to analyze the effect of service quality and brand image on customer loyalty through customer satisfaction to customer service JNE in Yogyakarta. The method used was purposive sampling, with the sampling of the population is based on certain criteria namely JNE service customer in Yogyakarta have used JNE service at least 2 times. The sample in this study were 270 respondents. Data analysis methods include descriptive analysis and quanitative analysis using the SEM (Structural Equation Modeling),an analysis technique based on PLS (Structural Equation Modeling). The result of this study prove that (1) service quality has a positive and significant effect on customer satisfaction (2) brand image service quality has a positive and significant effect on customer satisfaction (3) service quality has a positive and significant effect on customer loyalty (4) brand image has a positive and significant effect on customer loyalty (5) customer satisfaction has a positive and significant effect on customer loyalty (6) service quality has a positive and significant effect on customer loyalty through customer satisfaction (7) brand image has a positive and significant effect on customer loyalty through customer satisfaction.

scholarly journals Hubungan Kualitas Pelayanan dan Lokasi dengan Loyalitas Pelanggan di Raihan Bakery Cake & Shop Medan

2020 ◽  
Vol 2 (2) ◽  
pp. 91-118
Author(s):  
Fitri Dwi Setya ◽  
M. Rajab Lubis ◽  
Sjahril Effendy
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Positive Relationship ◽  
Sampling Technique ◽  
Quantitative Approach ◽  
Purposive Sampling ◽  
The Relationship ◽  
Multiple Analysis

This study aims to determine the relationship between service quality and location variables with customer loyalty at Raihan Bakery Cake Shop Medan. The population in this study was as much 2100 taken from customers who are truly loyal to Raihan Bakery Cake Shop Field. This research uses a quantitative approach and sampling in this study with purposive sampling technique amounted to 100 people. The instrument used was a valid and reliable questionnaire for service quality, location and customer loyalty. The research was analyzed using the Multiple Analysis test. The results showed that: (1) There is a positive relationship Rx1-y = 0.0446 of service quality with customer loyalty at Raihan Bakery Cake Shop Medan. This is indicated by tcount = 4,938 ttable = 1,985 and a significance value of 0,000 0.05. (2) There is a positive relationship Rx2-y = 0.172 from the location with customer loyalty at Raihan Bakery Cake Shop Medan. This is indicated by tcount = 1,731 ttable = 1.985 and a significance value of 0.043 0.05. (3) There is a positive relationship Rx1.x2-y = 0.0448 of service quality and location with customer loyalty at Raihan Bakery Cake Shop Medan. And from the output obtained a determinant coefficient (R2) of 0.200 with a significance value of 0.000 0.05.

scholarly journals ANALISIS PENGARUH CUSTOMER FOCUSED SERVICE TERHADAP MINAT NASABAH PADA PRODUK BERJANGKA

2018 ◽  
Vol 3 (1) ◽  
pp. 97-140
Author(s):  
Elgita Arum Dwiyanti ◽  
Siti Nur Azizah
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Customer Service ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Total Sample ◽  
Partial Result

Customer focused service is a strategy implemented by the company in order to serve customers as well as possible. The shape of this strategy measured by the quality of service provided by the company to customers. The factors that determine the level of success and quality of the company is the ability of the company in providing services to customers. This study was conducted to determine the effect of service quality on customer interest in product futures at Bank Muamalat Indonesia KCU Pondok Indah. The independent variable in this research is service quality which consist of tangible, reliability, responsiveness, assurance, empathy and compliance, while the dependent variable is customer interest. The sampling technique using simple random sampling. Data collection using questionnaires with a total sample of 70 respondents who visited customer service at Bank Muamalat Indonesia KCU Pondok Indah. Data analysis used descriptive analysis and multiple linear regression analysis. The results of this study indicate that simultaneously the quality of service has a significant effect on customer interest in the futures product at Bank Muamalat Idonesia KCU Pondok Indah. Partial result shows that variable of reliability, responsiveness, empathy and compliance have significant influence to interest, while tangible and assurance variable have no significant effect to customer interest in product of futures at Bank Muamalat Idonesia KCU Pondok Indah.Keyword: Customer focused service, service quality, customer interest, product fitures

Sign in / Sign up

Export Citation Format

Share Document