scholarly journals Case Study of Moderating Effect of Customer Characteristics on the Relationship Among Service Quality, Customer Satisfaction and Customer Loyalty

2020 ◽  
Author(s):  
Huang Chi-Wen ◽  
Lin Chin-Chiuan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Moderating Effect ◽  
The Relationship

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 The Mediating Effects of Customer Satisfaction in the Relationship between ATM Service Quality and Customer Loyalty – A Case Study from Bank of Kigali

2020 ◽  
Vol 5 (4) ◽  
Author(s):  
Alexis Nshimiyimana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
International Markets ◽  
Primary Data ◽  
Mediating Effects ◽  
The Social ◽  
The Relationship

The current competition from both national and international markets has created a new assignment for companies to give serious consideration to providing a high quality of service to satisfy and maintain customers. This paper aimed to analyze the effects of ATM service quality on customer satisfaction and customer loyalty. The Bank of Kigali has been chosen as a case in this research. For this investigation, primary data was collected from 284 respondents from Bank of Kigali through a structured questionnaire. Collected data were analyzed with SPSS (Statistical Package for the Social Sciences, 23.0) according to the objectives of the present research. Results of the statistical analysis indicate that the age group of 26-35 dominates with 59.2% of total respondents, with males showing dominance in terms of gender with 75% and 54.2% of respondents being graduates. The study reveals that there is a significant relationship observed between service quality and customer satisfaction, and customer satisfaction and customer loyalty. However, an insignificant relationship has been observed between service quality and customer loyalty. Therefore, the Bank of Kigali must maximize the quality of services offered to its customers through ATMs to create a good brand image and gain loyalty from users.  

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA MAKASSAR

2019 ◽  
Vol 3 (2) ◽  
pp. 228-244 ◽  
Author(s):  
Muhammad Rezha Pahlawan ◽  
Nurlia Nurlia ◽  
Abdul Rahman Laba ◽  
Erlina Pakki ◽  
Hardiyono Hardiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Indirect Effects ◽  
Analysis Method ◽  
Water Company ◽  
The Relationship ◽  
Intervening Variables ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.

scholarly journals Strategi Relasi antara Franchisor dan Franchisee pada Usaha Waralaba Chifry

REPRESENTAMEN ◽  
2020 ◽  
Vol 6 (02) ◽  
Author(s):  
Monika Teguh ◽  
Jeremy Santoso ◽  
Sasha Kurnia Njotoharsojo
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Customer Relations ◽  
Qualitative Approach ◽  
Mutual Understanding ◽  
Case Study Method ◽  
Mutual Exchange ◽  
Increasing Trend ◽  
The Relationship

Franchise is a business license from the franchisor to the franchisee. The franchise business industry continues to show an increasing trend every year. One of the food franchise businesses that has successfully developed and has outlets in various cities in Indonesia is ChiFry. ChiFry has been established since 2015 and now has 27 outlets throughout Indonesia. This study aims to determine the relationship strategy of the franchisor with the franchisee in the ChiFry food business, where ChiFry within 4 years succeeded in opening 25 franchise branches. The research is based on customer relations theory because the franchisee is a customer of the franchisor. This research uses a descriptive qualitative approach with the case study method. The results of this study indicate that all elements of the relationship strategy at ChiFry such as commitment, communication, trust, respect, mutual understanding, confidentiality, and mutual exchange work well, thus encouraging customer satisfaction. This research also shows that when the franchisor meets aspects of customer satisfaction such as quality perception, perceived value, and handling complaints, it will create loyalty from the franchisee. Loyalty is manifested in the form of not breaking the contract of cooperation with the franchisor.Keywords : Customer Relations, Franchise, Relationship Strategy, Customer Satisfaction, Customer Loyalty

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

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.

Customer Loyalty in Financial Sector: A case study of Commercial Banks in Southern Punjab

2014 ◽  
Vol 1 (1) ◽  
pp. 587 ◽  
Author(s):  
Syed Usman Ali Gillani ◽  
Dr. Abdul Ghafoor Awan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Commercial Banks ◽  
Perceived Value ◽  
Financial Sector ◽  
Business Environment ◽  
Comprehensive Model

By considering the intense competitiveness and prevalent challenges in the current business environment, organizations can’t survive just focusing on attracting and capturing new customer but they have to choose the strategy that help in retaining the existing customers and enhanced their loyalty to the organization. So, in the customer service based industry, satisfied customers are no longer suitable, and the businesses have to explore the new ways to flourish and promote the loyalty of customers. The current study hypothesize that customer loyalty is significantly affected by the customer satisfaction and trust of the customers. Whereas, perceived value and service quality is important determinants to create the customer satisfaction and trust. The data was collected from different customers of various banks and the hypothesize links are tested. Results indicate that there is a significant relationship between customer satisfaction and trust with customer loyalty. It is also confirmed that service quality and perceived value are important antecedents of customer satisfaction and trust. The results present a comprehensive model in the financial sector to create and manage customer loyalty.

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