scholarly journals PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP LOYALITAS KONSUMEN CV. SABANI INDONESIA SURABAYA

2018 ◽  
Vol 2 (1) ◽  
Author(s):  
Endang Setyowati ◽  
Mohammad Septyan
Keyword(s):  
Quality Of Service ◽  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Product Quality ◽  
Customer Loyalty ◽  
Consumer Loyalty ◽  
Test Results ◽  
Dominant Influence

ABSTRACTThesis entitled "The impact of service quality and product quality to consumers loalitas CV. Sabani Indonesia Surabaya "aims to determine the effect of service quality and product quality terehadap consumer loyalty simultaneous partial and see what's most dominant influence. In this study, researchers used a questionnaire to determine the perception of respondents was 50, a data analysis technique used in this study were using multiple linear regression with correlation test, F test and t test tools. The test results of this study are obtained calculation results of multiple linear regression is Y = 1,876 + 0, 105 kpl + 0.172 mortgages where all these variables have positive influence and direction of the dependent variable namely customer loyalty CV. Sabani Indonesia Surabaya. The test results simultaneously obtained Fhitung 71.299 71.299 which means Fhitung> Ftabel 3.20, or can be seen from the level of significance of 0.000 <0.05 (α = 5%). While partially obtained Thitung Quality of service (KPL) = 2,865 Thitung Product Quality (KPR) = 4,348, thus Thitung> Ttabel (2.01174). Thus the hypothesis which states that the quality of service and product quality simultaneously or partially significant effect on consumer loyalty CV. Sabani Indonesia Surabaya proven true. Variable quality of products (mortgage) has the most dominant influence on the satisfaction of members of the cooperative as it has the largest regression coefficient is 0.172 compared to 0.105 service quality variables.Keywords: quality of service, product quality, customer loyalty

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS KONSUMEN DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL PEMODERASI (STUDI KASUS PADA KONSUMEN GOJEK DI KOTA BANJARMASIN)

2020 ◽  
Vol 4 (1) ◽  
Author(s):  
Boy Sapto Suryo Subiantoro
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Absolute Difference ◽  
Consumer Loyalty ◽  
Test Results ◽  
The Relationship

The presence of transportation services in the network is currently a separate phenomenon in the community. Where many services are provided in order to facilitate consumers both in terms of transportation and other services. And to find out the relationship between service quality and consumer loyalty, both directly and through customer satisfaction variables in consumers of transportation companies in the network, namely Gojek in Banjarmasin, the research was conducted using data collection media, namely questionnaires. Testing data using multiple linear regression analysis, as well as through the test results of the multak difference. Based on multiple linear regression testing conducted, it is known that both together and partially service quality variables and customer satisfaction can affect customer loyalty with a significant value obtained below the level of significant 5%. While testing the relationship of service quality to customer loyalty through customer satisfaction by performing the absolute difference test results in a significant value of 0.157 or more than the level of significant 0.05 so that the results are declared no influence.Keywords: Quality of Service, Consumer Satisfactions, Consumer Loyalty, Online Transportation Service

scholarly journals PENGARUH RELIGIUSITAS, KUALITAS PELAYANAN, KUALITAS PRODUK TERHADAP LOYALITAS NASABAH TABUNGAN PADA PT. BANK ACEH SYARIAH KANTOR CABANG PEMBANTU DARUSSALAM

2019 ◽  
Vol 4 (2) ◽  
pp. 101-120
Author(s):  
Nurma Yoni
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Primary Data ◽  
Simultaneous Effect ◽  
Sample Technique ◽  
Quality Of Products ◽  
Partial Factor

  The purpose of research is to know the influence of religiality, quality of service, quality of products to customer loyalty savings at PT. Bank Aceh Branch Helper Darussalam. Sample of this research as much as 100 customers using the formula Slovin with a sample technique is purposive sampling. The type of research used in this study is quantitative. The data used is the primary data obtained by using questionnaires. The results of this study showed that religiusity, quality of service, the product quality is the simultaneous effect on customer loyalty savings at PT. Bank Aceh Branch maid Darussalam. A partial factor of religiusity and quality of service, the culinary products to give positive and significant impact on customer loyalty at PT. Bank Aceh, but one of the variables (product culitas) has a level of Lower influence than the variable religiusisity and quality of service.

scholarly journals EFFECT OF ACCOUNTABILITY, SERVICE QUALITY, TRUST MUZZAKKI TOWARDS MUZZAKI LOYALTY

2020 ◽  
Vol 7 (2) ◽  
pp. 6-12
Author(s):  
Jumriani Jumriani
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Research Method ◽  
Quantitative Approach ◽  
Unit Of Analysis ◽  
Simultaneous Influence

Influence of accountability, quality of service, belief Muzakki on loyalty Muzzak. This research aims to discuss the influence of accountability, quality of service, trust Muzakki against Muzzaki loyalty to the institution Muzakki Management Institute Infaq (LMI) Surabaya. The research method is using a quantitative approach. The Unit of analysis in research is to use respondents Muzzaki for 100 Muzzaki in the area of Surabaya, with the research instrument using the questionnaire in the area of Surabaya, and the method of data analysis using multiple linear regression. The results showed that the simultaneous influence was positive and significant and partiality that accounting was influential towards Muzzaki loyalty, the quality of service was influential on Muzzaki loyalty, and Muzzaki's belief had an effect on Muzzaki loyalty.

scholarly journals PENGARUH PROMOSI DAN KUALITAS PELAYANAN TERHADAP MINAT BERKUNJUNG WISATAWAN DOMESTIK KE MUSEUM SURABAYA

Jurnal IPTA ◽  
2021 ◽  
Vol 9 (1) ◽  
pp. 54
Author(s):  
Syahrul Hidayat ◽  
I Ketut Suwena ◽  
N.G.A.S. Dewi
Keyword(s):  
Quality Of Service ◽  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Sampling Technique ◽  
Tourist Attraction ◽  
Independent Variables ◽  
Alternative Tourism ◽  
Regression Test

Surabaya City currently lacks of potential natural tourism, Surabaya needs new alternative tourism to increase tourists to visit Surabaya by making museum tours become a tourist attraction. One of the factors that influencing tourists to visit are the promotion factor and service quality. This research was conducted to find out the influence of promotion and service quality towards interest to visit to museum Surabaya. The promotion aims to provide & attract tourists to visit. The quality of service is needed so that tourists feel comfortable to visit the museum and desire to revisit museum. The accidental sampling technique used by distributing questionnaires to 100 local tourists who visiting the museum . Multiple linear regression was used to measure the effect of independent variables on the dependent variable using SPSS version 24.0. The results of this research showed that the promotion variable (X1) does not partially had a positive and significant effect on tourit interest (Y) with t-count 1,629 < t-table 1,984. Service quality variable (X2) partially had a positive and significant effect with t-count 6,907 > t-table 1,984.Promotion variable (X1),and service quality variable (X2) simultaneously have a positive and significant effect with F-count 35,561 > F-table 3.939. Based on the results of multiple linear regression test, obtained the regression equation is Y = 13,849 + 0,200 X1 + 0,366 X2 + e with the correlation coefficient of 0.650 and the determination coefficient of 0.411 (41,1%).

scholarly journals Pengaruh Marketing Mix Dan Kualitas Layanan Terhadap Keputusan Pembelian Produk Sika

2021 ◽  
Vol 13 (1) ◽  
pp. 17-31
Author(s):  
Maria Widjajanti ◽  
Bruno Hami Pahar
Keyword(s):  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Product Quality ◽  
Sampling Method ◽  
Marketing Mix ◽  
Test Results ◽  
Purchasing Decisions ◽  
Significance Level ◽  
Regression Test

The purpose of this study was to determine the effect of product quality, price,promotion, service quality, and distribution on purchasing decisions of Sikaproducts at PT Adya Mandala Persada Surabaya. The sampling method used waspurposive sampling using questions in the questionnaire distributed to 125respondents who were all consumers of PT Adya Mandala Persada Surabaya.Data processing was performed using SPSS version 20.0. The results showed thatin the Validity Test all statement items were declared valid, and in the ReliabilityTest it was said that all variables were declared reliable. The results of theClassical Assumption Test show that all the requirements have been met to carryout the Multiple Linear Regression Test. From the results of the Multiple LinearRegression Test, the value of Y = 2.399 - 0.067X1 + 0.081X2 + 0.217X3 +0.234X4 + 0.697X5 is obtained. The result of the Determinant Coefficient Testshows that the Adjusted R Square is 54.9%, meaning that all X variables have amoderate contribution. The t test results get the following values: (i) variable X1= tcalculate -0.785 < ttable 1.980 with a significance level of 0.434 > 0.05, meaningthat product quality has no effect on purchasing decisions; (ii) variable X2 =tcalculate 0.793 < ttable 1.980 with a significance level of 0.429 > 0.05, which means that the price has no effect on purchasing decisions; (iii) variable X3 = tcalculate 2,564 > ttable 1,980 with a significance level of 0.012 < 0.05, it means that promotion has a significant effect on purchasing decisions; (iv) variable X4 =tcalculate 3.024 > ttable 1.980 with a significance level of 0.03 < 0.05, it means thatservice quality has a significant effect on purchasing decisions; (v) variable X5 =tcalculate 6,063 > ttable 1,980 with a significance level of 0,000 < 0.05, it means that the distribution has a significant effect on purchasing decisions. Overall it can be concluded that product quality and price have no effect on purchasing decisions while promotion, service quality, and distribution have a significant effect on purchasing decisions.

scholarly journals PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUTUSAN KONSUMEN PADA RESTAURAN IGA BAKAR MAS GIRI PURWOKERTO

Media Ekonomi ◽  
2017 ◽  
Vol 14 (1) ◽  
pp. 20
Author(s):  
Aris Ginajar Kusuma Putra ◽  
Suyoto Suyoto
Keyword(s):  
Quality Of Service ◽  
Linear Regression ◽  
Service Quality ◽  
Product Quality ◽  
Quality Service

This study amied to investigate the effect of product quality and service quality in the restaurant ribs grilled Mas Giri Purwokerto throught testing either simultaneously or partially. The method used in the analiysis method used is multipele linear regression with the significant level (ᾳ) of lees than 0.05. These result indicate that the product quality and quality of service simultaneously affect coustemer satisfaction, product quality and service quality in partial satisfaction of the coustemer, with a significant value of 0,00 and 0,00 is less than 0,05. Keywords : Quality Products, Quality Service and Coustemer Satisfaction.

scholarly journals Loyalitas Nasabah Bank Nagari Syariah Cabang Bukittinggi Dilihat dari Kualitas Pelayanan

JURNAL PUNDI ◽  
2018 ◽  
Vol 1 (3) ◽  
Author(s):  
Doni Marlius
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Linear Regression ◽  
Service Quality ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Physical Evidence ◽  
A Value

Customer loyalty is very important for companies that maintain the continuity of their business and the continuity of business activities. The purpose of this study is to determine the effect of service quality on customer loyalty Bank Syariah Bank Bukittinggi Branch. The sample used counted 86 people, with method of doubled linear regression analysis. The result proves that the physical evidence has a significance value of 0.016 <0.05, empathy has a significance value of 0.023 <0.05, reliability has a significance value of 0.014 <0.05, the responsiveness has a significance value of 0.000 <0.05, the assurance has a value significance of 0.174> 0.05, that physical evidence, empathy, reliability, responsiveness and assurance have a significance value of 0,000 <0.05. Thus the physical evidence, empathy, reliability, responsiveness and collateral together have a positive and significant impact on customer loyalty of Bank Nagari Syariah Bukittinggi Branch.Keywords: Loyalty, Quality of Service

scholarly journals PENGARUH KUALITAS PELAYANAN, HARGA DAN KEPUASAN TERHADAP LOYALITAS PASIEN (Studi Kasus Pada Pasien Rawat Jalan Rumah Sakit Premier Bintaro)

2017 ◽  
Vol 13 (1) ◽  
pp. 1-9
Author(s):  
Nurmin Arianto
Keyword(s):  
Quality Of Service ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Reliability Test ◽  
Quality Service ◽  
Service Oriented ◽  
Customer Satisfaction And Loyalty

The needs of service quality hospital intensified as the improvement of the economy and the degree of community health by the Hospital Premier Bintaro must be able to provide quality service oriented to the achievement of customer satisfaction of patients who will eventually cause patients who are loyal. This research aims to find out the influence of the service quality, price and customer satisfaction and loyalty patients. Samples in detail is 100 patients outpatients. Analysis of the data used a validity test and reliability test, classical assumptions, double linear regression, determination coefficient and testing the hypothesis. The research results obtained that the service quality, price and customer satisfaction have impact on customer loyalty good patients partially or simultanously. And to improve the quality of service then increased more focused in terms of reliability and assurance, to increase the value of the offered prices and review more focused at affordable prices and the suitability of the price with the benefits and facilities and improve customer satisfaction patients more focused to the comfort and security of patients so that patients really feel satisfied and loyal to the hospital.Kebutuhan akan layanan rumah sakit bermutu semakin meningkat seiring membaiknya perekonomian dan derajat kesehatan masyarakat oleh maka dari itu Rumah Sakit Premier Bintaro harus dapat memberikan pelayanan yang berkualitas berorientasi pada tercapainya kepuasan pasien yang akhirnya akan menyebabkan pasien yang loyal. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan, harga dan kepuasan terhadap loyalitas pasien.Sampel yang di teliti adalah 100 pasien rawat jalan. Analisis data yang digunakan uji validitas dan reliabilitas, uji asumsi klasik,regresi linear berganda, koefisien determinasi dan pengujian hipotesis. Hasil penelitian diperoleh bahwa kualitas pelayanan, harga dan kepuasan memiliki pengaruh terhadap loyalitas pasien baik secara parsial maupun simultan. Dan untuk meningkatkan kualitas pelayanan maka peningkatan lebih difokuskan dalam hal reliability dan assurance, untuk meningkatkan nilai harga yang ditawarkan maka pengkajian ulang lebih difokuskan keterjangkauan harga serta kesesuaian harga dengan manfaat dan fasilitas dan  meningkatan kepuasan pasienlebih difokuskan kepada kenyamanan dan keamanan terhadap pasienagar pasien benar-benar merasa puas danloyal terhadap rumah sakit.  

scholarly journals Pengaruh Kualitas Layanan Terhadap Kepuasan dan Loyalitas Nasabah Pada PT Bank Negara Indonesia (Persero) Tbk Unit Siwa Kabupaten Wajo

Tata Kelola ◽  
2020 ◽  
Vol 7 (2) ◽  
pp. 163-178
Author(s):  
Muh. Syaiful Islam ◽  
Nasir Hamzah ◽  
Amir Mahmud
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Descriptive Analysis ◽  
Reliability Test ◽  
Test Results ◽  
Physical Evidence

Tujuan penelitian ini adalah untuk menganalisis pengaruh kualitas layanan melalui (Tangible, Reliability, Responsiveness, assurance, Emphaty) terhadap kepuasan nasabah. Untuk menganalisis pengaruh layanan melalui Tangible, Reliability, Responsiveness, assurance, Emphaty) terhadap loyalitas nasabah. Untuk menganalisis pengaruh kepuasan nasabah terhadap loyalitas. Untuk menganalisis kualitas layanan (Tangible, Reliability, Responsiveness, assurance, Emphaty) melalui kepuasan nasabah pada PT Bank Negara Indonesia (Persero), Tbk Unit Siwa Kabupaten Wajo. Untuk mengimplemasikan tujuan tersebut maka digunakan analisis deskriptif, uji validitas dan uji reliabilitas, uji asumsi klasik, analisis jalur. Hasil penelitian menemukan bahwa kualitas layanan melalui bukti fisik, kehandalan, daya tanggap, jaminan dan empati berpengaruh postif dan signifikan terhadap kepuasan nasabah. Kualitas layanan melalui bukti fisik, kehandalan, daya tanggap, jaminan dan empati berpengaruh positif dan signifikan terhadap loyalitas nasabah. Hasil uji mediasi yang menunjukkan bahwa kepuasan nasabah tidak dapat memediasi pengaruh kualitas pelayanan melalui bukti fisik, kehandalan, daya tanggap, jaminan dan empati terhadap loyalitas nasabah pada PT Bank Negara Indonesia (Persero), Tbk Unit Siwa Kabupaten Wajo. The purpose of this study is to analyze the effect of service quality through (Tangible, Reliability, Responsiveness, Assurance, Emphaty) on customer satisfaction. To analyze the influence of services through Tangible, Reliability, Responsiveness, assurance, Emphaty) on customer loyalty. To analyze the effect of customer satisfaction on loyalty. To analyze service quality (Tangible, Reliability, Responsiveness, assurance, Emphaty) through customer satisfaction at PT Bank Negara Indonesia (Persero), Tbk. Siwa Unit in Wajo Regency. To implement these objectives, descriptive analysis, validity test and reliability test, classic assumption test, path analysis are used. The results of the study found that service quality through physical evidence, reliability, responsiveness, assurance and empathy had a positive and significant effect on customer satisfaction. Quality of service through tangible, reliability, responsiveness, assurance and empathy has a positive and significant effect on customer loyalty. The mediation test results show that customer satisfaction cannot mediate the effect of service quality through tangible, reliability, responsiveness, assurance and empathy for customer loyalty at PT Bank Negara Indonesia (Persero), Tbk. Siwa Unit in Wajo Regency.

scholarly journals Pengaruh Kualitas Pelayanan Dan Kepuasan Pelanggan Terhadap Keinginan Berbelanja Pada Coco Mart Tabanan

2020 ◽  
Vol 2 (1) ◽  
pp. 46-58
Author(s):  
Ni Wayan Ari Sudiartini ◽  
Ni Ketut Murdani ◽  
Ni Kadek Candra Dewi
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Test Results ◽  
Positive Effect

This research aims to find out how the influence of service quality and customer satisfaction to desire to shop at Coco Mart Tabanan. The data used in this research is quantitative data and then processed using multiple linear regression analysis. Population in this research were consumers who made purchases in Coco Mart Tabanan, with a sample of 60 people.Test results of multiple linear regression analysis obtained equation Y = - 0,465 + 0,236X1+ 0,289X2,  which means the quality of service variables (X1) and customer satisfaction (X2) have a significant positive effect on the desire to shop (Y). The correlation test results show that the correlation coefficient of = 0,889 lies between 0,80-1,00 which means that the effect between service quality  (X1) and customer satisfaction (X2) with shopping desire (Y) is very strong. Determination test results, adjusted amount of R2 is 0,790 this means the influence of service quality and customer satisfaction to the desire to shop for 79,0% while the remaining 21,0% influenced by other factors not examined. The results of the f test and t test show that the hypothesis which reads “ there is a significant influence between service quality (X1) and customer satisfaction (X2) on shopping desire (Y) “ can be received by testing significant level 0,000 is smaller than 0,05. 

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