scholarly journals PENGARUH PELAYANAN DAN TEKNOLOGI TERHADAP LOYALITAS NASABAH PADA BANK NAGARI CABANG UTAMA PADANG

2019 ◽  
Author(s):  
Karneli ◽  
Febsri Susanti
Keyword(s):  
Quality Of Service ◽  
Product Development ◽  
Customer Loyalty ◽  
Maximum Error ◽  
Quality Of Services ◽  
Intense Competition ◽  
Independent Variable ◽  
The City

Current problems faced by Nagari Bank include delays in determining product development, lack of media promotion and intense competition. In addition, the quality of services provided by Bank Nagari in serving its customers is still not satisfactory. The quality of service is not yet optimal and classified as sluggish compared to other banking companies in the city of Padang. Likewise with the application of technology to the Nagari Bank, it still lags behind other banks. The population used in this study were all Bank Nagari customers in the city of Padang, amounting to 39781 people in 2016. Whereas in the number of samples the Slovin formula was used as many as 100 people. In the independent variable is service and technology, and for the dependent variable is customer loyalty. From the results of testing the second independent variable hypothesis as measured by technology found a significant value of 0.000. In testing the hypothesis set the maximum error is consistent using alpha 0.05 means sig 0.000

PENGARUH NILAI PELANGGAN, INOVASI PRODUK DAN KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH BANK MUAMALAT INDONESIA CABANG MADIUN

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
Binti Mutafarida
Keyword(s):  
Quality Of Service ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Product Innovation ◽  
Customer Value ◽  
Research Method ◽  
Sampling Method ◽  
Descriptive Research ◽  
Independent Variable

The development of sharia banking in Indonesia very rapidly grow up preceded by Bank Muamalat Indonesia and in 2013 ranked as the bank with the highest loyalty and the best among other sharia banking nationally. Bank Muamalat Indonesia branch of Madiun is one of the first branch in Madiun and currently has many competitors from other sharia banking. Based on this background, in this study take what factors affect the size of customer loyalty Bank Muamalat Indonesia branch of Madiun. Based on the result of research, it is found that the level of loyalty of customer of Bank Muamalat of Madiun branch is mostly influenced by product innovation with value of t test value obtained by t-count 2,493, while second factor is influenced by service quality with result of tcount 2,268. So the least influenced factor by the value of the customer is with value of 2.217. This research is a descriptive research method and associative / relationship, this matter to know the value of independent variable. While population of this research is funding customer of Bank Muamalat Indonesia branch of Madiun with amount of 22.196 customer by taking data using random sampling method as much as 108 customer. Keyword: Customer Value, Product Innovation AND Quality Of Service

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANCO NACIONAL COMERCIO TIMOR LESTE

2017 ◽  
pp. 3857
Author(s):  
Artur Avila de Jesus Boavida
Keyword(s):  
Quality Of Service ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Quality Of Services ◽  
Sample Collection ◽  
A Value ◽  
Timor Leste ◽  
Financial Transactions ◽  
Customer Satisfaction And Loyalty

The purpose of this research to explain the influence of the quality of service for customer satisfaction and loyalty .Of respondents used as many as 120 with the sample collection technique using a purposive the sampling method and criteria for 1 years to customers .Linear regression analysis of data using techniques and was presented with the application of double spss .Test the validity of an instrument of free and variable variable bound having a correlation coefficient with a value above 0.30 positive .The results of konformatori variable quality of services , satisfaction and loyalty of customers have known that all indicators of loading up 0.60 factor          Based on the results of the coefficients determinan 45.48 % capable of being explained this model and the rest 54.51 influenced by other factors .The results of the testing of hypotheses service quality influential significantly to satisfaction .The quality of service influential significantly to customer loyalty and satisfaction influential significantly to customer loyalty . Based on the discussion of the results of research and the need of advice given to improvements in the dimensions of quality of services especially physical evidence that is the facility as a means to do financial transaction as well as the dimensions of resources in the delivery of tangap clear information to meet the expectations so that customers remain loyal in using the product and is still conducting financial transactions.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANCO NACIONAL COMERCIO TIMOR LESTE (BNCTL)

2017 ◽  
pp. 3235
Author(s):  
Artur Avila De Jesus Boavida
Keyword(s):  
Quality Of Service ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Quality Of Services ◽  
Sample Collection ◽  
A Value ◽  
Timor Leste ◽  
Financial Transactions ◽  
Customer Satisfaction And Loyalty

The purpose of this research to explain the influence of the quality of service for customer satisfaction and loyalty .Of respondents used as many as 120 with the sample collection technique using a purposive the sampling method and criteria for 1 years to customers .Linear regression analysis of data using techniques and was presented with the application of double spss .Test the validity of an instrument of free and variable variable bound having a correlation coefficient with a value above 0.30 positive .The results of konformatori variable quality of services , satisfaction and loyalty of customers have known that all indicators of loading up 0.60 factor          Based on the results of the coefficients determinan 45.48 % capable of being explained this model and the rest 54.51 influenced by other factors .The results of the testing of hypotheses service quality influential significantly to satisfaction .The quality of service influential significantly to customer loyalty and satisfaction influential significantly to customer loyalty .          Based on the discussion of the results of research and the need of advice given to improvements in the dimensions of quality of services especially physical evidence that is the facility as a means to do financial transaction as well as the dimensions of resources in the delivery of tangap clear information to meet the expectations so that customers remain loyal in using the product and is still conducting financial transactions .

Customer Loyalty Creation Based On Customer and Trust Satisfaction from Quality of Service in Pt. Pharos Indonesia Branch Denpasar

2018 ◽  
Vol 9 (02) ◽  
pp. 20493-20502
Author(s):  
Ni Ketut Trisna Utami ◽  
I Wayan Sujana ◽  
I Nengah Suardhika
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Quality Of Services

This study aims to test and analyze service quality, customer satisfaction, trust and customer loyalty. This research was conducted at PT. Pharos Indonesia Denpasar Branch with research population is outlet that make purchasing, sample used 100 units with purposive sampling method. All data obtained from questionnaires are suitable for use, then analyzed using structural equation model based on variance analysis known as Partial Least Square (PLS). The results showed that the better the quality of service provided to customers, it will have a better impact on improving customer satisfaction, the better the quality of services provided to customers, it will have an impact on increasing trust customers, the more satisfied customers will have an impact on the increase of customer loyalty, the higher the trust the customer will have an impact on increasing customer loyalty, the more satisfied customers will have an impact on increasing trust customers and the better quality of services provided to customers will have an impact on increased customer loyalty. The implication of this research is that service quality can be improved by considering reliability, customer satisfaction can be improved by paying attention to customer satisfaction to the whole product. Trust can be improved by taking into account competence and customer loyalty can be improved by paying attention to make purchases regularly.  

scholarly journals PENGARUH KINERJA DISTRIBUSI FISIK DAN KUALITAS PELAYANAN TERHADAP CITRA PERUSAHAAN SERTA IMPLIKASINYA PADA LOYALITAS PELANGGAN (Survey pada Pelanggan PT. ATRI DISTRIBUSINDO di Bandung)

2018 ◽  
Vol 8 (1) ◽  
Author(s):  
Handi Dipo Santosa
Keyword(s):  
Quality Of Service ◽  
Customer Loyalty ◽  
Significant Relationship ◽  
Survey Methods ◽  
Corporate Image ◽  
Quality Of Services ◽  
Evaluation Tool ◽  
Physical Distribution ◽  
Cross Sectional

This study aims to obtain empirical evidence about the influence of physical distribution performance and quality of service to the company's image as well as the implications for customer loyalty in the PT Arri Distribusindo Bandung. The results are expected contribute to the development of management science and management especially marketing and consumer behavior. For those of similar companies and practitioners, ir is hoped the results of this study can provide useful information about the importance of physical distribution performance and quality of services, especially on the image of the company, which in num can increase customer loyalty as an evaluation tool. The study was conducted at PT Atri Distribusinda Bandung. Methods of research using survey methods with quantitative research approaches. While the ype of research the form Descriptive Explanation Verificative Research and Research with a time horizon in the form of cross-sectional data that reflects the picture of a state at a given moment. To test the hypothesis of statistical methods of research used path amalysis (path analysis).The test results of research found a significant relationship between the performance of physical distribution service qualin, as well as from the results of the test reveal significant influence of the physical distribution performance and quality of service to the company's image either partially or simultaneously, was also found significant relationship between the performance of the distribution plysical and quality of services to the corporate image that has implications for customer loyalty . Keywords: Performance of physical distribution, service quality, corporate image and customer loyalty

scholarly journals Pengaruh kualitas pelayanan terhadap kepuasan pelanggan jasa BRT Transmusi Palembang

2017 ◽  
Author(s):  
Marismiati ◽  
Hendra Hadiwijaya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Bus Rapid Transit ◽  
Quality Of Services ◽  
Mass Transportation ◽  
Descriptive Research ◽  
The City ◽  
Research Type

Quality of service is used as a means to achieve competitive advantage. Inimproving the quality of services will lead to a likely customer loyalty and attractnew customers. The city of Palembang introduced the concept of Bus Rapid Transit(BRT). A form of mass transportation by combining the passenger-oriented station.Underlying issue in this research is "how influence service quality to passengersatisfaction BRT services Transmusi Palembang?" Aims to identify and analyze theeffect of service quality on customer satisfaction. The approach used in this study isa survey and descriptive research type on 100 respondents. To test this study usingmultiple regression and t test and F test The results showed that the quality ofservice seen from the 5 dimensions: Tangibles, Reliability, Responsiveness,Assurance and Empathy simultaneously and Persia significant effect on customersatisfaction Transmusi BRT services. Responsiveness is the dimension of servicequality is the most dominant in influencing customer satisfaction.

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Niat Ulang Dengan Menggunakan Produk Yang Lain Melalui Kepercayaan Nasabah Bank Syariah Mandiri Kantor Cabang Boulevard di Surabaya

2015 ◽  
Vol 1 (8) ◽  
pp. 546
Author(s):  
Aditya Okta Viandhy ◽  
Ririn Tri Ratnasari
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Purchase Intention ◽  
Sampling Procedure ◽  
Quantitative Approach ◽  
Quality Of Services ◽  
Islamic Perspective

This study aims to determine the effect of service quality on intention to re-use products other Bank Syariah Mandiri through the trust as an intervening variable.The method used is quantitative approach. Characteristics of the sample used is 30 customers of Bank Syariah Mandiri Boulevard branch in Surabaya who use a particular product. Sampling is using nonprobability sampling with purposive sampling procedure. The analytic technique is used path analysis or path analysis.The results showed that the quality of services significantly influence customer confidence in Bank Syariah Mandiri Boulevard in Surabaya. Other results show that trust significantly influence purchase intention by re-using the products of Bank Syariah Mandiri others. While service quality does not significantly influence customers' purchase intention by re-using the products of Bank Syariah Mandiri others.Advice for Bank Syariah Mandiri branch in Surabaya Boulevard to always improve the quality of service to customers through good SERVQUAL and maintain the trust that exists between the customer and the bank to always be honest and maintain the trust that has been given by the customer to the bank. For further research can add variable customer loyalty in the Islamic perspective.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN BAURAN PEMASARAN TERHADAP KEPUASAN PELANGGAN DAN IMPLIKASINYA PADA LOYALITAS PELANGGAN DI RUMAH MAKAN WAROENG DESA KARAWANG

2018 ◽  
Vol 3 (1) ◽  
Author(s):  
Laras Ratu Khalida
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Marketing Mix ◽  
Quality Of Services ◽  
Quality Service ◽  
Good Taste ◽  
The Relationship ◽  
Research Analysis

ABSTRAK Rumah Makan Waroeng Desa merupakan rumah makan sederhana yang menyajikan masakan khas Sunda menggunakan konsep prasmanan (mengambil makanan sendiri) dan mempunyai menu makanan yang spesial dengan produk unggulannya dan citarasa yang khas. Didukung dengan bangunan yang unik dan tempat yang nyaman, menjadi minat tersendiri bagi konsumen yang datang. Secara umum penelitian ini bertujuan untuk mengetahui dan menjelaskan pengaruh kualitas pelayanan dan bauran pemasaran terhadap kepuasan pelanggan dan implikasinya pada loyalitas pelanggan di Rumah Makan Waroeng Desa Karawang. Metode penelitian ini dengan menggunakan metode deskriptif dan verifikatif. Variabel diukur menggunakan instrumen kuesioner dan skala pengukuran yang digunakan adalah skala Likert. Sampel dikumpulkan dengan menggunakan metode Sampling Incidental dengan jumlah sampel 160 responden dari populasi 2.051 orang. Teknik analisis data yang digunakan yaitu teknik Analisis Rentang Skala dan Analisis Jalur dengan bantuan Method of Successive Interval (MSI). Dari hasil analisis penelitian ini diperoleh beberapa kesimpulan yaitu : 1. Hubungan antara Kualitas Pelayanan dengan Bauran Pemasaran memiliki tingkat hubungan yang sangat rendah. 2. Terdapat pengaruh parsial kualitas pelayanan dan bauran pemasaran terhadap kepuasan pelanggan. 3. Terdapat pengaruh simultan antara Kualitas Pelayanan dan Bauran Pemasaran terhadap Kepuasan Pelanggan dan implikasinya pada Loyalitas Pelanggan 4. Total Pengaruh Kualitas Pelayanan dan Bauran Pemasaran memiliki kontribusi terhadap Kepuasan Pelanggan sebesar 46% sedangkan sisanya 54% merupakan kontribusi variabel lain (ε) yang tidak diteliti. 5. Kepuasan Pelanggan berpengaruh terhadap Loyalitas Pelanggan Dengan demikian dapat disimpulkan bahwa kepuasan pelanggan (Y) berpengaruh secara positif dan signifikan terhadap loyalitas pelanggan (Z). Kata kunci : Kualitas Pelayanan, Bauran Pemasaran, Kepuasan Pelanggan, Loyalitas Pelanggan.   THE INFLUENCES OF QUALITY SERVICE AND MARKETING MIX TO CUSTOMER SATISFACTION AND THE IMPLICATIONS TO CUSTOMER LOYALTY IN RESTAURANT WAROENG DESA KARAWANG Laras Ratu Khalida [email protected] ABSTRACT Restaurants Waroeng Desa is a simple restaurants presenting cookery in the buffet typical sundanesse (taking his own food) and has the special menu with top products and the good taste. Supported with buildings that unique and any convenient place, become the lack of interest in by himself and for consumers that make up the come. In general, this research aims to review and explain the influence of quality service and marketing mix to customer satisfaction and the implications to customer loyalty in restaurant waroeng desa karawang. The methodology using descriptive methods and verifikatif .Variable measured use instruments the questionnaire and scale of measurement used is likert scale. Sample collected by using the method of sampling incidental with the sample of the 160 respondents of the population 2.051 people.Technique analysis the data used the technique analysis range the scale and analysis path by assistance method of successive of the intervals ( MSI ). From the research analysis there are some conclusion that: 1. The relationship between the quality of services and marketing mix are very low 2. The partial influences the quality of service and marketing mix to customer satisfaction. 3. The simultaneous between quality of service and marketing mix to costumer satisfaction and the implications to costumer loyalty. 4. Total of quality of service and marketing mix have contributed to costumer satisfaction is 46% and the half is 54% was contributed by the other variables that doesn’t be researched. 5. Had the influences between costumer satisfaction to costumer loyalty. This means that the costumer satisfaction (Y) influences positively and significantly to costumer loyalty (Z). Keyword : Quality of Service, Marketing Mix, Costumer Satisfaction, Costumer Loyalty

scholarly journals Pengaruh Kualitas Layanan terhadap Loyalitas Pelanggan Bamboo Coffee dan Resto di Lhokseumawe

MBIA ◽  
2020 ◽  
Vol 19 (1) ◽  
pp. 87-96
Author(s):  
Amanda Rizkillah ◽  
Suryani Suryani ◽  
Rahmawati Rahmawati
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Data Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Sampling Technique ◽  
Total Sample ◽  
Quality Of Services ◽  
Analysis Technique

Bamboo Coffee and Resto become a restaurant that is great demand because it serves a variety of menu choices that continue to improve the quality of service to stay afloat and compete. This study discusses analyzing how to affect service quality on customer loyalty in Bamboo Coffee and Resto in Lhokseumawe. The sampling technique used was accidental sampling with a total sample of 94 consumers and multiple regression analysis as a data analysis technique. SERVQUAL Theory is a theory used to measure the quality of services, namely the dimensions of reliability (X1), responsiveness (X2), guarantee (X3), empathy (X4) and tangible (X5). The results of this study indicate the facts both simultaneously and simultaneously, this dimension has a very significant influence on customer loyalty.

scholarly journals UPAYA RUMAH MAKAN PADANG DALAM MENCIPTAKAN KEPUASAN PELANGGAN

2018 ◽  
Author(s):  
ARSYI KHARISMA ◽  
Prima Sukmadianti Putri
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Sector ◽  
Quality Of Services ◽  
Good Service ◽  
Services Sector ◽  
Quality Dimension ◽  
The City

The rapid growth of the services sector in the service sector is often followed by the low quality of services provided. Many consumers complain about the low quality of services they receive, this is because many companies engaged in services that do not understand about the importance of customer satisfaction. Based on the condition of the field, the researcher wants to know the quality of service that influence the satisfaction of the consumer. The service or service given is based on the service quality dimension consisting of responsiveness, reliability, assurance, empathy and physical evidence. This research is trying to lift Rumah Makan Padang Sabana Murah which located on Jl. Nologaten, Depok, Sleman, Yogyakarta because this restaurant is one of the companies engaged in services that prioritize customer satisfaction, Rumah Makan Padang can represent one of many great Rumah Makan Padang that have good service quality that exist in the city of Yogyakarta and the interest of customers about Padang’s Cuisine in terms of quality of service is quite good and friendly and associated with customer satisfaction.The purpose of this research is to know the efforts which made especially in Rumah Makan Padang in order to create satisfaction of customers

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