scholarly journals PENGARUH SERVICE QUALITY DAN CUSTOMER TRUST TERHADAP CUSTOMER SATISFACTION SERTA DAMPAKNYA PADA CUSTOMER LOYALTY PERBANKAN SYARIAH

2019 ◽  
Author(s):  
Zahriatul Aini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Trust ◽  
Banda Aceh

Tujuan penelitian ini adalah untuk mengetahui: (1) tentang service quality,customertrust,customer satisfactiondancustomer loyaltypada Bank Syariah di Kota Banda Aceh (2) pengaruh service quality terhadap customer satisfaction, (3) pengaruh customertrust terhadap customer satisfaction (4) pengaruh service quality terhadap customer loyalty(5) pengaruh customertrust terhadap customer loyalty, (6) pengaruh customer satisfactionterhadap customer loyaltydan (7) terdapat pengaruh tidak langsung service quality dan customertrust terhadap customer loyaltymelaluicustomer satisfactionnasabah pada Bank Syariah di Kota Banda Aceh. Penelitian ini dilakukan pada Bank Syariah di Kota Banda Aceh. Adapun yang menjadi objek penelitian ini adalah service quality dan customer trust,customer satisfactiondancustomerloyaltyBank Syariah di Kota Banda Aceh.Hasil penelitian menunjukkan bahwa service quality, custumer trust, customer satisfaction dan customer loyalty pada Bank Syariah di Kota Banda Aceh sudah relatif baik, service qualitymempunyai berpengaruh terhadap customer satisfaction, custumer trust berpengaruh terhadap customer satisfaction, service quality berpengaruh terhadap customer loyalty, custumer trust berpengaruh signifikan terhadap customer loyalty dan terdapat pengaruh customer satisfactionterhadap customer loyalty serta terdapat pengaruh direct dan indirectservice quality, custumer trust terhadap customer satisfaction dan berdampak terhadapcustomer loyalty pada Bank Syariah di Kota Banda Aceh.

scholarly journals PENGARUH SERVICE QUALITY DAN CUSTOMER TRUST TERHADAP CUSTOMER SATISFACTION SERTA DAMPAKNYA PADA CUSTOMER LOYALTY PERBANKAN SYARIAH

2019 ◽  
Author(s):  
Zahriatul Aini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Trust ◽  
Banda Aceh

Tujuan penelitian ini adalah untuk mengetahui: (1) tentang service quality,customer trust,customer satisfaction dan customer loyalty pada Bank Syariah di Kota Banda Aceh (2) pengaruh service quality terhadap customer satisfaction, (3) pengaruh customer trust terhadap customer satisfaction (4) pengaruh service quality terhadap customer loyalty (5) pengaruh customer trust terhadap customer loyalty, (6) pengaruh customer satisfaction terhadap customer loyaltydan (7) terdapat pengaruh tidak langsung service quality dan customer trust terhadap customer loyalty melalui customer satisfaction nasabah pada Bank Syariah di Kota Banda Aceh. Penelitian ini dilakukan pada Bank Syariah di Kota Banda Aceh. Adapun yang menjadi objek penelitian ini adalah service quality dan customer trust,customer satisfactiondancustomerloyaltyBank Syariah di Kota Banda Aceh.Hasil penelitian menunjukkan bahwa service quality, custumer trust, customer satisfaction dan customer loyalty pada Bank Syariah di Kota Banda Aceh sudah relatif baik, service quality mempunyai pengaruh terhadap customer satisfaction, custumer trust berpengaruh terhadap customer satisfaction, service quality berpengaruh terhadap customer loyalty, custumer trust berpengaruh signifikan terhadap customer loyalty dan terdapat pengaruh customer satisfaction terhadap customer loyalty serta terdapat pengaruh direct dan indirect service quality, customer trust terhadap customer satisfaction dan berdampak terhadap customer loyalty pada Bank Syariah di Kota Banda Aceh.

scholarly journals Pengaruh Kualitas Layanan Terhadap Kepuasan, Kepercayaan Dan Loyalitas Pelanggan Travel Agent Di Kabupaten Badung

2020 ◽  
Vol 2 (2) ◽  
pp. 133-151
Author(s):  
Ni Luh Indiani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Partial Least Square ◽  
Travel Agent ◽  
Travel Agents ◽  
Insignificant Effect ◽  
Customer Trust ◽  
Online Travel ◽  
Online Travel Agents

The development of increasingly advanced technology has an important influence in the tourism service industry, namely the utilization of internet technology in the process of booking tour and travels through online travel agents. Conventional travel agents are increasingly being abandoned as travelers turn to online travel agents. Under these conditions conventional travel agents need to make a number of efforts to keep customers in order to survive. This study aims to analyze the effect of service quality on satisfaction, trust and loyalty of travel agent customers in Badung regency.Research respondents are domestic and foreign customers who use travel agent services in Badung regency, as many as 70 respondents. Data collection was done through survey using questionnaire. Testing research hypothesis using Partial Least Square (PLS).The result of the research shows that 1) the quality of service has positive and significant effect to customer satisfaction, trust and loyalty, 2) customer satisfaction has positive and insignificant effect to customer loyalty, 3) customer trust has negative and insignificant effect to customer loyalty, 4) satisfaction and customer trust does not mediate the influence of service quality on customer loyalty.Travel agent in Badung regency should improve and pay attention to the indicators supporting the satisfaction, trust and customer loyalty so that customers are not easy to switch to competitors.

scholarly journals IMPACT OF SERVICE QUALITY, TRUST, AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN PT MEGA MANUNGGAL PROPERTY TBK

2019 ◽  
Vol 6 (1) ◽  
pp. 33-42
Author(s):  
Maria Anna Stefanie ◽  
Badikenita Sitepu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Primary Data ◽  
Distribution Method ◽  
Good Reputation ◽  
Customer Trust ◽  
The Impact

In order to compete, survive, and grow the company is required to provide a good quality services to meet the needs and desires of its customers. Companies must be able to maintain a good reputation in the eyes of its customers. A good quality services will tend to give more satisfaction to the customers who use the services of the company. With emphasis on good service it will build a long-term profitable relationships with customers while also achieving customer loyalty. Therefore, this study is aiming to determine the importance of the impact of service quality, trust and customer satisfaction at PT Mega Manunggal Tbk Property in an effort to improve customer loyalty which will affect the company's survival. A questionnaire distribution method chosen in this study is to collect primary data. Completed questionnaires designed and distributed or disseminated to all customers. SPSS for windows has been used to process the primary data.Thefindings showed that there is a significant relationship between service quality and customer loyalty, meaning that if the quality of service increases, customer loyalty will also increase.There is a significant influence between customer trust and customerloyalty,meaning that if the customer trust increases, customer loyalty will also increase.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN, NILAI, KEPERCAYAAN DAN LOYALITAS PELANGGAN RUMAH TANGGA PADA PERUSAHAAN DAERAH AIR MINUM KOTA KENDARI

2018 ◽  
Vol 1 (1) ◽  
pp. 28
Author(s):  
Abdul Kadir ◽  
Muhammad Basri ◽  
Rodi Rodi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Structural Equation ◽  
Service Improvement ◽  
Value Addition ◽  
Mediating Role ◽  
Equation Modelling ◽  
Customer Trust

This study aims to determine the effect of service quality on customer loyalty mediated by Customer satisfaction and customer value addition, it also examines, the effect of service quality on customer satisfaction, which is mediated by the effect of customer value and customer satisfaction and customer value on customer loyalty mediated by trust. The population in this study are household customers in Kendari who use the services of PDAM for 17,607 households spread are over 10 (ten) districts. The samples in this study are 391 household customers are taken with a precision of 5 % Data Collection techniques utility questionnaire. Data are analyzed by using. Structural Equation Modelling (SEM) with the help of the program, some of the important findings in this study are : (1) better service improvement of Kendari  Regional causes trust, (2) customer loyalty improvement is also achievable of the provided service is able to enhance customer value. Besides, this research also proves that trust has a mediating role between satisfaction and loyalty of our customers as well as between customer value and loyalty.Keywords: service quality, customer satisfaction, customer value, customer trust and customer loyalty.

scholarly journals The Influence Customer Trust, Service Quality, and Perceived Price on Customer Satisfaction and Customer Loyalty

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
DARA AJENG MANDIRA ◽  
SULIYANTO SULIYANTO ◽  
ALISA TRI NAWARINI
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sample Data ◽  
Perceived Price ◽  
Customer Trust ◽  
Positive Effect

The purpose of this research is to know and analyze the influence customer trust, servicequality, and perceive price of expedition company towards customer satisfaction, effectedtoo on customer loyalty. The sample in this study there are 100 respondents.Conveniencesampling method is used in the determination of this research sample. Data were analyzedusing Structural Equational Modeling (SEM) with SPSS and AMOS statistical software.Theresults of this study show that cusotmer trust, customer satisfaction, service quality,perceived price has a positive effect on Customer Satisfaction. Thus, customer satisfactionhas a positive effect on customer loyalty.

scholarly journals Influential Factors on Customer Loyalty of La Moosh (Café), Hyderabad, Pakistan: An Empirical Approach

2020 ◽  
pp. 15-25
Author(s):  
Zuhaib Khokhar ◽  
Ramima Khokhar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Positive Impact ◽  
Influential Factors ◽  
Independent Variables ◽  
Strongly Agree ◽  
Customer Trust ◽  
Relationship Of

Customers are the kings of any enterprise. They are considered as the backbone behind the triumph of a company. This is the quantitative and correlational research in nature. It aims at identifying the most influential factors or elements that can bring about impacts on customer loyalty. The most influential factors came out to be our service quality, customer satisfaction, customer trust and brand image have an impact on the loyalty of customers. The elements like service quality, customer satisfaction, customer trust and brand image are independent variables, whereas the dependent variable only includes customer loyalty. The targeted population is comprised of all those people and customers who visit La Moosh (Café), Hyderabad, Pakistan. For a collection of data, a closed-ended 5-point likert scale was established (from strongly disagree to strongly agree). A sample of 250 questionnaires was distributed and administered in IBM SPSS version 25. Three major tests are entertained for analysis such as factor analysis, reliability analysis (Cronbach’s Alpha) test and regression analysis test. Findings show that there is a significant and direct relationship of independent variables including service quality, customer satisfaction, customer trust and brand image on the dependent variable i.e. customer loyalty on La Moosh, Hyderabad, Pakistan. Therefore, it was recommended to enhance all the variables (service quality, customer satisfaction, customer trust and brand image) that have a significant positive impact on customer loyalty.

scholarly journals Relationship between Customer Loyalty, Customer Satisfaction, Customer Trust, and Service Quality in E-Commerce Setting: Case Study of Lazada in Indonesia

2018 ◽  
Vol 2 (2) ◽  
pp. 93-104
Author(s):  
Yulita Fairina Susanti ◽  
Albert Hasudungan ◽  
Arif Wiratama Prasetyo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Structural Equation ◽  
Website Design ◽  
Equal Proportion ◽  
Customer Trust ◽  
Relationship Of

The main objective of this study is to examine the relationship of each dimension of Service Quality to Customer Satisfaction and Customer Trust, Customer Satisfaction to Customer Trust and Customer Loyalty, and Customer Trust to Customer Loyalty. The sampling is selected on the basis of random sampling from Jakarta Millennial generation, below 31 years old, that use online transaction. The questionnaire was distributed in 2017 to that Jakarta Millennial respondents on the basis of random sampling selection. This study uses Covariance-Based Structural Equation Modelling, and the variable is adopted by the previous study to see that relationship. The research finds that Website Design, Responsiveness, and Assurance has signiicant effect to Customer Satisfaction, Customization and Assurance has significant effect to Customer Trust, Customer Satisfaction has significant effect to Customer Trust and Customer Loyalty, and Customer Trust has significant effect to Customer Loyalty. This study recommends equal proportion of business efforts between the service delivery and customize technology to retain their customer loyalty, since the results underscore the importance of both technical and service delivery aspects.

Incorporating Attitude towards Islamic Banking in an integrated Service Quality, Satisfaction, Trust and Loyalty Model

2014 ◽  
Vol 1 (1) ◽  
pp. 456 ◽  
Author(s):  
Muhammad Rizwan ◽  
Ghulam Yaseen ◽  
Ashraf Nawaz ◽  
Lal Hussain
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Islamic Banking ◽  
Consumer Attitude ◽  
Islamic Banks ◽  
Banking Services ◽  
Perceived Service Quality ◽  
Customer Trust

The Islamic banking is an emerging concept and has gained valuable acceptance not only in the Islamic countries but all over the world and has a visible growth. The purpose to conduct the current study is to empirically check the effect of consumer attitude towards Islamic banking on the customer’s perceived service quality regarding banking services and customer satisfaction with banking services. The proposed research model also investigate the relationships among variables like perceived service quality, customer satisfaction, customer trust and customer loyalty. A survey questionnaire was designed for data collection from the respondents that are the regular users of Islamic banks in Bahawalpur, Pakistan. The method used to collect data was convenience sampling in order to collect data from customers of 4 Islamic banks in Bahawalpur that are Meezan Bank, Bank Islami, Dubai Islamic Bank, and Bank Al-Baraka. Total 200 questionnaires were distributed out of which 163 were collected. Out of 163 collected questionnaires, 157 were in the usable form and used for the final analysis (Regression) using SPSS Ver.20. The results of the study show that attitude towards Islamic banking has a positive impact on the perceived service quality and customer satisfaction regarding the Islamic banking services. Moreover, the results also suggest that perceived service quality also influences customer satisfaction positively, customer satisfaction has positive impact on customer trust and customer loyalty. Furthermore, customer trust also influences customer loyalty positively. The current study enhances the understanding regarding the customer satisfaction, customer trust and customer loyalty and their determinants.

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