Pengaruh Kualitas Layanan Dan Relationship Marketing Terhadap Loyalitas Nasabah Pada Bank Jatim Cabang Perak Surabaya

2016 ◽  
Vol 3 (02) ◽  
Author(s):  
Feliks Anggia B.P ◽  
Nurul Eka Rachmawati ◽  
Hotman Panjaitan
Keyword(s):  
Service Quality ◽  
Key Words ◽  
Relationship Marketing ◽  
Structural Equation Model ◽  
Random Sampling ◽  
Structural Equation ◽  
Equation Model ◽  
Sem Analysis ◽  
Good Relationship ◽  
The Relationship

This research talked about client loyalty in the East Java Bank of Perak Branch,Surabaya. This research was focused on the enhancement of client loyalty based on theservice quality, and relationship marketing. From the testing results on the model in thisresearch, by using random sampling, structural equation model (SEM) analysis, and theassistance of software Amos 20, on 100 respondents, it able to explain the correlationbetween service quality and relationship marketing on the client loyalty in the East JavaBank of Perak Branch, Surabaya. Results of research showed that 1) Service qualitysignificantly affects the Relationship Marketing. 2) Service quality significantly affects theclient loyalty. 3) Relationship Marketing of the East Java Bank of Perak Branch, Surabaya,significantly affects the client loyalty. 4) Service quality significantly affects the clientloyalty, indirectly through the relationship marketing of the East Java Bank of PerakBranch, Surabaya.In this research, it was found the Determination Coefficient (R²) of 0.591, this case showsthat, with the maximal service, and the good relationship marketing between the bank andthe clients will encourage the client loyalty increase of 59.1%.Key words: Service Quality, Relationship Marketing, and Loyalty.

scholarly journals The Effect of Perceived Value and Service Quality on Depositor Loyalty

2021 ◽  
Vol 4 (1) ◽  
Author(s):  
Audi Putri Kamajaya ◽  
◽  
Agus Aribowo
Keyword(s):  
Service Quality ◽  
Structural Equation Model ◽  
Commercial Bank ◽  
Random Sampling ◽  
Structural Equation ◽  
Perceived Value ◽  
Simple Random Sampling ◽  
Equation Model ◽  
Primary Data ◽  
Good Relationship

For a bank, the depositors are the primary assets. Therefore, the bank should maintain a good relationship with them to be loyal to all efforts. If they are faithful, they will always keep putting their money in the bank. Therefore, the bank can execute the intermediate function properly. This study intends to examine the effect of perceived value and service quality on depositor loyalty. Consequently, the depositors of commercial bank H at branch F in Bandung become the population and the samples. This study also uses the Slovin formula, simple random sampling, and survey to calculate the samples, grab them, and accumulate the primary data. Moreover, the gathered data get analyzed by the structural equation model (SEM) based on variance. To sum up, this study proves that the perceived value and service quality positively affect depositor loyalty after examining the proposed hypotheses. To increase depositors to be loyal, the bank has to focus on elevating their perceived value and giving them superior service.

scholarly journals The Effect of Perceived Value and Service Quality on Depositor Loyalty

2021 ◽  
Author(s):  
Audi Putri Kamajaya ◽  
Agus Aribowo
Keyword(s):  
Service Quality ◽  
Structural Equation Model ◽  
Commercial Bank ◽  
Random Sampling ◽  
Structural Equation ◽  
Perceived Value ◽  
Simple Random Sampling ◽  
Equation Model ◽  
Primary Data ◽  
Good Relationship

For a bank, the depositors are the primary assets. Therefore, the bank should maintain a good relationship with them to be loyal to all efforts. If they are faithful, they will always keep putting their money in the bank. Therefore, the bank can execute the intermediate function properly. This study intends to examine the effect of perceived value and service quality on depositor loyalty. Consequently, the depositors of commercial bank H at branch F in Bandung become the population and the samples. This study also uses the Slovin formula, simple random sampling, and survey to calculate the samples, grab them, and accumulate the primary data. Moreover, the gathered data get analyzed by the structural equation model (SEM) based on variance. To sum up, this study proves that the perceived value and service quality positively affect depositor loyalty after examining the proposed hypotheses. To increase depositors to be loyal, the bank has to focus on elevating their perceived value and giving them superior service.

scholarly journals Antecedents of Customers Loyalty towards Go-Jek Service

Telaah Bisnis ◽  
2021 ◽  
Vol 21 (2) ◽  
pp. 69
Author(s):  
Helmy Ilham Nugraha ◽  
Anas Hidayat ◽  
Putra Endi Catyanadika ◽  
Sri Rejeki Ekasasi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Sem Analysis ◽  
Website Design ◽  
Consumer Loyalty ◽  
Purposive Sampling

Service quality is one of the biggest factors in determining consumer loyalty. The aim of this study is to analyze how the Go-Jek service quality an influence customer satisfaction in shaping customer loyalty to the Go-Jek company. This research is quantitative and the variables examined in this study are website design, reliability, trust, customer satisfaction, to support consumer loyalty. This research was conducted in Yogyakarta and the data was collected using a questionnaire based on a Likert-scale, and the taking method uses purposive sampling with 300 respondents. Data were then analyzed using structural equation model (SEM) analysis with the help of WarpPLS software. The results of the study show that the effect of e-service quality on customer loyalty to the Go-Jek company were positive and significant.

scholarly journals PENGARUH PRODUCT QUALITY, SERVICE QUALITY, IMAGE TERHADAP LOYALTY MELALUI SATISFACTION PADA RESTORAN SUNDA DI JAKARTA

2014 ◽  
Vol 7 (1) ◽  
pp. 177
Author(s):  
Dessy Pirbadi
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Key Words ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Equation Model ◽  
Quality Service ◽  
Quality Image ◽  
Convenience Sampling ◽  
The Impact

<p><span><em>Number of Sunda Restaurant’s consumer in the year of 2009 and 2012 are decreasing although the </em><span><em>number of restaurant is increasing. This research test the impact of Product quality, Service quality, </em><span><em>and Image through Satisfaction into consumer’s Loyalty by using Convenience Sampling with 200 </em><span><em>respondents who have visited and eat in Sunda Restaurant in Jakarta at least twice in the last six</em><br /><span><em>months. Tool used to analyze the data is Structural Equation Model (SEM) through AMOS software </em><span><em>ver. 18.00. Result shows that Product quality, Service quality, Image, and Satisfaction have positive </em><span><em>impact to Loyalty.</em></span></span></span></span></span></span></span></p><p><span><span><span><span><span><span><span><em></em><br /><strong><em>Key words: </em><em>Product quality, Service quality, Image, Satisfaction, Loyalty</em></strong></span></span></span></span></span><br /></span></span></p>

scholarly journals Strategy to Develop Reputation in Green Building in Indonesia

2020 ◽  
Vol 5 (8) ◽  
pp. 1468-1479
Author(s):  
Taty Romauli ◽  
Prof. Dr. Tri Widyastuti, SE, Ak, MM, CA ◽  
Dr. Fahrudddin Salim, SE, MM
Keyword(s):  
Service Quality ◽  
Competitive Advantage ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Green Building ◽  
Equation Model ◽  
Company Performance ◽  
Company Reputation ◽  
Excellent Service ◽  
The Relationship

Previous studies had examined The Green Building in Indonesia, but none have discussed more thoroughly the relationship between competitive advantage, service quality, company performance, and implications for the company reputation. The purpose of this study is to get a clearer picture of how the Green Building’s competitive advantage together with the excellent service quality provided by the Green Building can improve the performance, and the final result is how the company's reputation is formed. This research was conducted with quantitative techniques by involving 30 building managers of the Green Building in Jakarta. To analyze the relationship between variables, this study used Structural Equation Model approached with SmartPLS. The result of this research is the company’s competitive advantage will have a small effect on the company performance, and company reputation if the service quality provided is not excellent.

scholarly journals Pengaruh Kepemimpinan, Kompetensi dan Kompensasi Terhadap Kinerja Guru Melalui Disiplin Kerja

2021 ◽  
Vol 4 (1) ◽  
pp. 98
Author(s):  
Muhlis Hakim ◽  
Jeni Kamase ◽  
Serlin Serang ◽  
Aryati Arfah
Keyword(s):  
Structural Equation Model ◽  
Random Sampling ◽  
Structural Equation ◽  
Teacher Performance ◽  
Simple Random Sampling ◽  
Equation Model ◽  
Sem Analysis ◽  
Exogenous Variables ◽  
Study Results ◽  
Leadership Competence

Abstrak Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh kepemimpinan, kompetensi dan kompensasi terhadap kinerja guru, pengaruh kepemimpinan, kompetensi dan kompensasi terhadap displin kerja dan pengaruh kepemimpinan, kompetensi dan kompensasi terhadap kinerja guru melalui disilpin kerja pada Madrasah Aliyah di Kabupaten Barru. Populasi penelitian ini adalah seluruh guru Madrasah Aliyah di Kabupaten Barru sebanyak 300 orang, dengan menarik sampel secara simple random sampling sebanyak 171 orang. Hasil penelitian dianalisis dengan menggunakan analisis Structural Equation Model (SEM), untuk melihat pengaruh variabel eksogen (exogenous variables) terhadap variabel endogen (endogeneus variable) secara langsung. Hasil penelitian ini menunjukkan bahwa Kepemimpinan berpengaruh positif dan signifikan terhadap disiplin kerja, Kompetensi berpengaruh positif dan signifikan terhadap disiplin kerja, Kompensasi berpengaruh positif dan signifikan terhadap disiplin kerja, Kepemimpinan berpengaruh positif dan tidak signifikan terhadap kinerja guru, Kompetensi berpengaruh positif dan signifikan terhadap kinerja, Kompensasi berpengaruh positif dan signifikan terhadap kinerja, Disiplin kerja berpengaruh positif dan signifikan terhadap kinerja guru, Kepemimpinan berpengaruh positif dan signifikan terhadap kinerja guru melalui disiplin kerja, Kompetensi berpengaruh positif dan signifikan terhadap kinerja guru melalui disiplin kerja, Kompensasi berpengaruh positif dan signifikan terhadap kinerja guru melalui disiplin kerja Kata Kunci: Kepemimpinan; Kompetensi; Kompensasi; Kinerja; Disiplin Kerja. Abstract This study examines and analyzes the influence of leadership, competence, and compensation on teacher performance, leadership, competence, and compensation on work discipline and the influence of leadership, competence, and compensation on teacher performance through work discipline at Madrasah Aliyah in Barru Regency. The population of this study was all teachers of Madrasah Aliyah in Barru Regency, as many as 300 people, by drawing a sample by simple random sampling as many as 171 people. The study results were analyzed using Structural Equation Model (SEM) analysis to directly see the effect of exogenous variables on endogenous variables. The results of this study indicate that leadership has a positive and significant effect on work discipline; competence has a positive and significant effect on work discipline, compensation has a positive and significant effect on work discipline, leadership has a positive and insignificant effect on teacher performance, competence has a positive and significant effect on performance, Compensation has a positive and significant effect on performance, Work discipline has a positive and significant effect on teacher performance, Leadership has a positive and significant effect on teacher performance through work discipline, Competence has a positive and significant effect on teacher performance through work discipline, Compensation has a positive and significant effect on teacher performance through work discipline

Pengaruh E-Service Quality terhadap Customer Satisfaction dan Loyalty pada Pengguna Gopay di Indonesia

2020 ◽  
Vol 4 (2) ◽  
pp. 11
Author(s):  
Miranda Berliana ◽  
Dinda Amanda Zulestiana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model

Abstrak: Pada era modern saat ini kemajuan teknologi semakin berkembang pesat dan membawa kita kepada arah basis digital dan mobile. Fenomena tersebut dimanfaatkan oleh industri perbankan untuk berinovasi dalam hal pembayaran secara elektronik yang biasa kita sebut dengan e-money. Uang elektronik muncul dipicu dengan adanya tuntutan dari masyarakat saat ini. Sistem pembayaran yang ada saat ini dituntut untuk dapat melayani setiap kebutuhan masyarakat dalam pemindahan dana dengan efektif dan efisien. Salah satu inovasi yang diluncurkan saat ini adalah Gopay, metode pembayaran berbasis server yang dikeluarkan oleh Gojek Indonesia. Penelitian ini memiliki tujuan yaitu menentukan efek e-service quality pada customer satisfaction dan customer loyalty pelanggan Gopay di Indonesia. Kuesioner dikumpulkan secara online dengan menggunakan google form sebanyak 400 responden. Pengolahan data menggunakan Structural Equation Model (SEM) dengan menggunakan bantuan program AMOS 24. Berdasarkan hasil penelitian ditemukan bahwa e-service quality memiliki pengaruh positif terhadap customer satisfaction, yang dimana customer satisfaction sendiri memiliki pengaruh yang positif terhadap customer loyalty, namun ditemukannya ketidak pengaruhan yang positif bagi e-service quality terhadap customer loyalty.

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