scholarly journals ANALISIS PENGARUH CUSTOMER EXPERIENCE TERHADAP LOYALITAS PELANGGAN

2021 ◽  
Vol 5 (2) ◽  
pp. 85-92
Author(s):  
Erick Lauren Ray (Politeknik APP) ◽  
I Nyoman Wirya Artha (Politeknik APP) ◽  
Erlita Khrisinta Dewi (Politeknik APP)
Keyword(s):  
Customer Loyalty ◽  
Customer Experience ◽  
The South ◽  
Dominant Dimension ◽  
Independent Variables ◽  
Positive Effect

abstractThis study aims to see the effect of sense, feel, act, think, relate on customer loyalty. The variables sense, feel, act, think and relate are part of the customer experience which are the independent variables, while the variable customer loyalty is the dependent variable. The object of this research is the visitors to the hoka-hoka bento restaurant or what is known as hokben. The target respondents for this study were 70 people spread across four hokben outlets in the South Jakarta area. The results of the study show that the variables sense, act and relate have a positive effect on customer loyalty in Hokben restaurant, while the variables feel and think do not have a significant effect on customer loyalty. The most dominant dimension of customer experience in this study is shown in the act experience variable.abstrakPenelitian ini bertujuan untuk melihat pengaruh antara sense, feel, act, think, relate terhadap loyalitas pelanggan. Variabel sense, feel, act, think dan relate adalah bagian dari customer experience yang menjadi variabel independen, sedangkan variabel loyalitas pelanggan adalah sebagai variabel terikat. Adapun objek penelitian ini adalah pengunjung restoran hoka-hoka bento atau yang dikenal hokben. Target responden untuk penelitian ini berjumlah 70 orang yang tersebar di empat gerai hokben di wilayah Jakarta Selatan.  Hasil peneltian menunjukan bahwa variabel sense, act dan relate berpengaruh positif terhadap loyalitas pelanggan restoran hokben sedangkan variabel feel dan think tidak berpengaruh signifikan terhadap loyalitas pelanggan. Dimensi customer experience dalam penelitian ini yang paling dominan ditunjukan pada variabel act experience.

scholarly journals Mendorong Loyalitas Melalui Kualitas Pelayanan dan Kepercayaan

2021 ◽  
Vol 2 (01) ◽  
pp. 79-88
Author(s):  
Irwan Kurniawan ◽  
Rr Maidarti ◽  
Ris Handayani
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Technique ◽  
Primary Data ◽  
Survey Method ◽  
Online Data ◽  
Independent Variables ◽  
Independent Variable ◽  
Positive Effect

Penelitian untuk mengetahui pengaruh kualitas layanan sebagai variabel independen pertama dan kepercayaan sebagai variabel independen kedua terhadap loyalitas pelanggan produk UMKM sebagai variabel dependen. Metode Survey melibatkan responden melalui teknik pengambilan sampel yang purposive non random sampling sejumlah 40 konsumen yang pernah menggunakan layanan pembelian UMKM Kuliner di wilayah Cileungsi secara online. Data primer diperoleh dengan  menyebarkan kuesioner. Beberapa uji diterapkan berupa instrumen kuesioner, normalitas, dan regresi berganda. Beberapa temuan dalam penelitian adalah kedua variabel independen yaitu kualitas layanan sebagai independen pertama dan kepercayaan sebagai variabel independen kedua berpegaruh positif terhadap loyalitas sebagai variabel dependen.   Abstract Research to determine the effect of service quality as the first independent variable and trust as the second independent variable on customer loyalty of MSME products as the dependent variable. The survey method involved respondents through a purposive non-random sampling technique of 40 consumers who had used online MSME culinary purchasing services in the Cileungsi area. Primary data obtained by distributing questionnaires. Several tests were applied in the form of a questionnaire instrument, normality, and multiple regression. Some of the findings in the study are that the two independent variables, namely service quality as the first independent and trust as the second independent variable, have a positive effect on loyalty as the dependent variable.

scholarly journals PENGARUH CUSTOMER EXPERIENCE DAN TRUST TERHADAP LOYALITAS PELANGGAN KFC DI KOTA BENGKULU

2020 ◽  
Vol 3 (2) ◽  
Author(s):  
Ade Tiara Yulinda ◽  
Furqonti Ranidiah ◽  
Wahyu Rizqiya Ratna Jauhari
Keyword(s):  
Linear Regression ◽  
Hypothesis Testing ◽  
Multiple Linear Regression ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Customer Experience ◽  
T Test ◽  
Test Results ◽  
F Test ◽  
Positive Effect

This study aims to determine the effect of the customers’ experiences and Trust on KFC customer loyalty in the city of Bengkulu. This research is a quantitative study with a sample of 100 respondents, and used accidental sampling techniques. The data was collected through observation and questionnaires. The data was analyzed through descriptive analysis, the classic assumption test, multiple linear regression analysis, correlation coefficient analysis, coefficient of determination (R2), and hypothesis testing. The results of this study showed that from the multiple linear regression test using SPSS it was obtained Y = 2,244 + 0,292X1 + 0,675 X2. The results of hypothesis testing showed that Customer Experience (X1) has a positive effect on KFC customer loyalty in Bengkulu City, with the T-test results of significance value 0.000 0.05, Trust (X2) has a positive effect on KFC customer loyalty in Bengkulu City, with T-test results of significance value 0,000 0.05. The testing of the T-test hypothesis and the F-test showed that customers’ experience and Trust significantly affect customers’ loyalty with a significance level 0.05. This means that Ho was rejected and Ha was accepted. In other words, customers’ experiences and Trust have a significant effect both partially and simultaneously on KFC customers’ loyalty. This is proven by the f test that showed a significance value of 0.000 0.05. Keywords: Customers’ Experiences and Trust, and Customers’ Loyalty

scholarly journals Pengaruh Kompetensi Sumber Daya Manusia Terhadap Tingkat Loyalitas Nasabah

2020 ◽  
Vol 2 (1) ◽  
pp. 49
Author(s):  
Rahmawati Akeda ◽  
Harun Masykur ◽  
Regita Cahyani
Keyword(s):  
Human Resources ◽  
Correlation Coefficient ◽  
Human Resource ◽  
Customer Loyalty ◽  
Positive Relationship ◽  
Field Research ◽  
Coefficient Of Determination ◽  
Independent Variables ◽  
Positive Effect ◽  
Test Result

This research aims to data This research aims to determine whether the influence of human resources competence on the level of customer loyalty in the BPRS Harta Insan Karimah branch Karawaci. This type of research is field research with a quantitative approach with 40 respondents. Data that is used is the result of the processing of answers respondents to the questionnaire that was shared by researchers to customers of PT. BPRS Harta Insan Karimah branch Karawaci. The results of this study concluded that the competency of human resources has a positive effect on the level of customer loyalty, as the test result obtained by t Account of 4.886 is greater than the This IE 2.024 (4.886 > 2.024). Based on the test T shows a significant result of 0.000 < 0.05 which means that human resource competence significantly affects the level of customer loyalty. Based on the results the correlation coefficient indicates a strong and positive relationship between the two variables and the result of the coefficient of determination can be known that independent variables describe the dependent variable by 38.6%. 

scholarly journals The Impact of Product Quality, Brand Image and Service Quality toward Customer Loyalty

2019 ◽  
Vol 2 (3) ◽  
Author(s):  
Prawira Hadi Fitrajaya ◽  
Adi Nurmahdi
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Coefficient Of Determination ◽  
Research Model ◽  
Independent Variables ◽  
Service Loyalty ◽  
The Impact ◽  
Positive Effect

This study aims to examine the effect of product quality, brand image and service quality toward customer loyalty at Starbucks. The research data was taken from a survey conducted on customers of Starbucks with the criteria have been purchased a minimum of 12 times a month. The research method used is linear regression with 3 independent variables processed using the SPSS Statistics program. The results of the research stated that the coefficient of determination is 0.494, which means the percentage contribution of independent variables (product quality, brand image, service quality) to the dependent variable (service loyalty) is 49.4%. The remaining 50.6% is influenced or explained by other variables not included in this research model. The results showed that partially, the Product Quality variable had a significantly positive effect on customer loyalty while the Brand Image and Service Quality variables had no effect on Customer Loyalty. However, simultaneously there is a significant effect of Product Quality, Brand Image and Service Quality on Starbucks Customer Loyalty.

scholarly journals Analysis Of Employee's Satisfaction Sub-District Office In The South Nias Regency

2019 ◽  
Vol 23 (1) ◽  
pp. 84
Author(s):  
Timotius Duha
Keyword(s):  
Job Satisfaction ◽  
Path Analysis ◽  
Partial Least Square ◽  
Least Square ◽  
The South ◽  
District Office ◽  
Independent Variables ◽  
Intermediate Variable ◽  
Processing Data ◽  
Positive Effect

This study aims to seek the influence of independent variables on the dependent variable through an intermediate variable. Analyzing data through path analysis using Partial Least Square (PLS) with single-mediator. Processing data using Warp PLS 5.0 software. Respondents of this study were employees at the Sub-District Office (Maniamolo, Amandraya, O’ou) who were neighbors and were in the South Nias Regency, around 61 people. The result of the study showed that the Partners' Support has a positive effect on discipline because coworkers are a source of inspiration for employees to learn, imitate their coworkers for discipline. The support of coworkers has a positive effect on job satisfaction because coworkers are able to make employees comfortable, at home and love their jobs. Discipline has a positive effect on job satisfaction because employees' efforts to become disciplines are supported by their colleagues. The support of coworkers has a positive effect on job satisfaction mediated by discipline because a colleague who applies discipline will encourage other employees to be disciplined. Hence, all employees are able to be disciplined, employees will have job satisfaction.

scholarly journals PENGARUH SHARIAH PRINCIPLES ADHERENCE, RELATIONSHIP MARKETING, DAN SERVICE QUALITY TERHADAP CUSTOMER LOYALTY PADA LEMBAGA KEUANGAN SYARIAH

2019 ◽  
Vol 5 (1) ◽  
pp. 175-183
Author(s):  
Gunarso Wiwoho
Keyword(s):  
Regression Analysis ◽  
Service Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Quantitative Method ◽  
Sampling Technique ◽  
Test Results ◽  
Independent Variables ◽  
Marketing Service ◽  
Positive Effect

This study aims to analyze the effect of shariah principles adherence, relationship marketing, service quality on customer loyalty in Alfa Nusa Barru Kebumen KSPPS members. The independent variables in this study are shariah principles of adherence, relationship marketing, and service quality, while the dependent variable is customer loyalty. The technique of collecting data using a questionnaire using a positive sampling technique, the sample in this study was a member of KSPPS Alfa Nusa Barru who had been more than three years with 100 respondents. The hypothesis was tested with the help of the SPSS 23.00 for windows program. The method used in this study is a quantitative method using multiple regression analysis. The test results show that the Shariah principles adherence has no effect on customer loyalty, relationship marketing has a positive effect on customer loyalty, and service quality has a positive effect on customer loyalty.

Selecting which touchpoints to manage for customer loyalty: an empirical analysis in retail banking

2019 ◽  
pp. 39-54
Author(s):  
Marco Ieva ◽  
Cristina Ziliani
Keyword(s):  
Empirical Analysis ◽  
Customer Loyalty ◽  
Online Survey ◽  
Customer Experience ◽  
Retail Banking ◽  
Customer Experience Management ◽  
Moderating Role

Customer Experience develops through a journey of touchpoints. However, little is known on the role of touchpoints in contributing to customer loyalty, which is the final aim of Customer Experience Management. This study provides an examination of the relative and moderating role of frequency and positivity of exposure to more than twenty touchpoints and their interplay in contributing to customer loyalty. An online survey on more than three thousand consumers is run with reference to retail banking. Results show that only a small number of touchpoints is significantly related to customer loyalty. Findings point companies' attention to invest their efforts in managing both the frequency and positivity of specific touchpoints.

A Consuequence of Statisfaction and Loyalty: How Brand nd Purchase Intention Affect Its (An empirical study of Bengkulu)

2020 ◽  
Vol 7 (2) ◽  
pp. 61-70
Author(s):  
Fachri Eka Saputra ◽  
Fedyah Anggriani
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Purchase Intention ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Price Fairness ◽  
Online Questionnaire ◽  
Positive Effect ◽  
Descriptive Method

The purpose of this study as to determine how the effect of waterpark image and price fairness on customer satisfaction and its implications for customer loyalty at Waterpark Wahana Surya Bengkulu. The measurement of this study uses 14 indicator items which are distributed using an online questionnaire. The number of samples in this study were 136 respondents and the data were analyzed using SEM PLS (Partial Least Square). Date were collected using a questionnaire using a Likert scale. This research used descriptive method with a quantitative approach. The type of data used in this study is primary data. The results of this study prove that 1. waterpark image has a positive effect on price fairness, 2. Waterpark image has a positive effect on customer satisfaction, 3. Fairness of price has a positive effect on customer satisfaction, 4. Waterpark image has a positive effect on customer loyalty, 5. Fairness of price has a positive effect on customer loyalty, 6. Customer satisfaction has no effect on customer loyalty.

Pengaruh Etika Bisnis Islam Terhadap Kesejahteraan Pedagang (Studi Kasus Pedagang Pusat Pasar Medan)

2019 ◽  
Vol 4 (1) ◽  
pp. 185
Author(s):  
Ya’ti Ikhwani Nasution
Keyword(s):  
Free Will ◽  
Quantitative Research ◽  
Statistical Tools ◽  
Independent Variables ◽  
Islamic Business Ethics ◽  
Negative Effect ◽  
Data Collection Technique ◽  
Questionnaire Method ◽  
Market Center ◽  
Positive Effect

The purpose of this study is to find out whether there is an influence of Islamic business ethics with the variables of unity, equilibrium, free will, responsibility, benevolence and the welfare of traders in the Pusat Pasar Medan. This research is a quantitative research and the analysis used is multiple regression analysis. The data collection technique used is the questionnaire method obtained directly from the respondent, namely the Pusat Pasar Medan Trader. Analyzed using statistical tools, namely SPSS Version 22. Based on the results of data processing has shown that there is a significant influence as partially and simultaneously among the unity, equilibrium, free will, responsibility and benovelence towards the welfare of traders in the Medan Market Center. For unity, free will, responsibility and benovelence have a positive effect on the welfare of traders in Medan Market Center. While the equilibrium variable has a negative effect on the welfare of Medan Market Center traders. The adjusted R square value is 0.345. This means that 34.5% increase in welfare can be explained by independent variables, namely the variables of unity, equilibrium, free will, responsibility and kindness. While 65.5% is explained by other factors.

PENGARUH PELATIHAN DAN MOTIVASI TERHADAP KINERJA KARYAWAN PADA KOPILOKA 3.0 PALEMBANG TAHUN 2021

2021 ◽  
Vol 1 (2) ◽  
pp. 145-152
Author(s):  
Juni Eliana Prasetya N ◽  
Moh. Faizal ◽  
Choirunnisak Choirunnisak
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Work Motivation ◽  
Employee Performance ◽  
Independent Variables ◽  
Analysis Technique ◽  
Level Of Training ◽  
Positive Effect

In this study, there are results that contradict the theory which states that the higher the level of training and motivation, the employee's performance should increase.  In this study, training had no effect and motivation had no positive effect. This study aims to determine the effect of training and work motivation on employee performance in Kopiloka 3.0.  The population in this study were all employees at Kopiloka 3.0, which amounted to 15 people with a sample of 15 people using saturated sampling.  The data analysis technique in this study used SPSS 24 software, which consisted of data quality test, classical assumption test, multiple regression analysis, and hypothesis testing. By using multiple regression analysis, the results of the study show that training has no effect on employee performance.  Motivation has a significant effect on employee performance.  Simultaneously (together) the independent variables of training and motivation have an effect on employee performance.

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