scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS KONSUMEN MELALUI KEPUASAN KONSUMEN PADA TOKO MANDIRI TEXTILE PASAR RAYA PADANG

2018 ◽  
Author(s):  
Misi Ariansyah ◽  
Sepris Yonaldi ◽  
Hafrizal Okta Ade Putra
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Simple Random Sampling ◽  
T Test ◽  
Consumer Loyalty ◽  
Sample Method ◽  
Collection Methods

This study aims to determine how much effect of service quality to customer loyalty through customer satisfaction on toko Mandiri Textile pasar raya padang. Sample method used was simple random sampling. samples used to represent the population is of 100 respondents. data collection methods used are observation, questionnaires, and library. Based on the analysis path used satisfaction provides an increase of 30.3%, consumer loyalty providing increased by 22.9% and customer satisfaction by 9.8%. T test performed showed that these three variables significantly influence consumer loyalty. the value of the variable quality of service to customer satisfaction with the value of t test> t table (2,491> 1,660). service quality on customer loyalty with value t test> t table (7594> 1.660). satisfaction to loyalty to the value of t test> t table (2.925> 1.660). service quality through customer satisfaction to increase loyalty konsmen by t test> t table (7582> 1.660).

scholarly journals Pengaruh Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Nasabah di Bank Muamalat Indonesia Kantor Cabang Yogyakarta

2019 ◽  
Vol 2 (1) ◽  
pp. 136
Author(s):  
Annas Syams Rizal Fahmi ◽  
Faridl Noor Hilal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
T Test ◽  
Good Communication ◽  
Branch Office ◽  
Positive Effect ◽  
Customer Satisfaction And Loyalty

Abstract: Based on the t test, the Service Quality variable influences Customer Satisfaction at the Bank Muamalat Indonesia Branch Office in Yogyakarta, which can be indicated by tcount greater than t table (1,981> 1,290). And in the results of this study, researchers can conclude that the above indicators have been reached by the Bank Muamalat Indonesia Branch Office in Yogyakarta, with the result that the level of quality of services provided by the Bank can be called satisfactory. One of the factors that influence satisfaction is empathy which includes ease of relationship, good communication, personal attention and understanding customer needs. Based on the t test shows that tcount is greater than t table (2,188> 1,290), meaning that the service quality variable has a significant positive effect on the variable customer loyalty. In this study, researchers found results that t count is greater than t table where this indicates that Service Quality has a positive effect on customer loyalty. The researcher in this study concluded the results that Service Quality has a very important influence on Customer Satisfaction and Customer Loyalty (Customer Satisfaction And Loyalty), especially in a case study at Bank Muamalat Indonesia, Yogyakarta Branch Office. الملخص: استنادًا إلى اختبار t ، يؤثر متغير جودة الخدمة على رضا العملاء في المكتب الفرعي لبنك معاملة إندونيسيا في يوجياكارتا ، والذي يمكن الإشارة إليه بحساب أكبر من عدد t الجدولي (1،981> 1،290). وفي نتائج هذه الدراسة ، يمكن للباحث أن يستنتج أن المؤشرات المذكورة أعلاه قد تم الوصول إليها من قبل مكتب فرع بنك معاملة إندونيسيا  مكتب فرع يوجياكارتا ، مما أدى إلى أن مستوى جودة الخدمات التي يقدمها البنك يمكن أن يُعتبر مرضيا. أحد العوامل التي تؤثر على الرضا هو التعاطف الذي يتضمن سهولة العلاقة والتواصل الجيد والاهتمام الشخصي وفهم احتياجات العملاء. بناءً على اختبار t ، يظهر أن عدد t الحسابي أكبر من عدد t الجدولي (2،188> 1،290) ، مما يعني أن متغير جودة الخدمة له تأثير إيجابي كبير على ولاء العملاء المتغير. في هذه الدراسة ، وجد الباحث نتائج تشير إلى أن عدد t الحسابي أكبر من عدد t الجدولي حيث يشير هذا إلى أن جودة الخدمة لها تأثير إيجابي على ولاء العملاء. خلص الباحث في هذه الدراسة إلى نتائج مفادها أن جودة الخدمة لها تأثير مهم على رضا العملاء وولاء العملاء (رضا العملاء وولائهم) ، وخاصة في دراسة حالة في بنك معاملة إندونيسيا ، مكتب فرع  يوجياكارتا. Abstrak: Berdasarkan uji t, variabel Kualitas Layanan mempengaruhi Kepuasan Pelanggan di Kantor Cabang Bank Muamalat Indonesia di Yogyakarta, yang dapat ditunjukkan oleh t hitung lebih besar dari t tabel (1,981> 1,290). Dan dalam hasil penelitian ini, peneliti dapat menyimpulkan bahwa indikator di atas telah dicapai oleh Kantor Cabang Bank Muamalat Indonesia di Yogyakarta, dengan hasil bahwa tingkat kualitas layanan yang diberikan oleh Bank dapat disebut memuaskan. Salah satu faktor yang mempengaruhi kepuasan adalah empati yang meliputi kemudahan dalam hubungan, komunikasi yang baik, perhatian pribadi dan pemahaman kebutuhan pelanggan. Berdasarkan uji t menunjukkan bahwa thitung lebih besar dari ttabel (2,188> 1,290), artinya variabel kualitas layanan berpengaruh positif signifikan terhadap variabel loyalitas pelanggan. Dalam penelitian ini, peneliti menemukan hasil bahwa t hitung lebih besar dari t tabel di mana ini menunjukkan bahwa Kualitas Layanan memiliki efek positif terhadap loyalitas pelanggan. Peneliti dalam penelitian ini menyimpulkan hasil bahwa Kualitas Layanan memiliki pengaruh yang sangat penting pada Kepuasan Pelanggan dan Loyalitas Pelanggan (Kepuasan Pelanggan dan Loyalitas), terutama dalam studi kasus di Bank Muamalat Indonesia, Kantor Cabang Yogyakarta.

scholarly journals PENGARUH KUALITAS PELAYANAN KOPERASI TERHADAP KEPUASAN ANGGOTA KOPERASI SIMPAN PINJAM (KSP) BHAKTI LESTARI KECAMATAN SUNGAI TEBELIAN

2019 ◽  
Vol 4 (2) ◽  
pp. 89-98
Author(s):  
Enny Khuswati ◽  
Dessy Triana Relita
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Service Quality ◽  
Random Sampling ◽  
Quantitative Research ◽  
Sampling Method ◽  
Simple Random Sampling ◽  
T Test ◽  
Validity And Reliability

Abstract:This study aims to determine how the influence of service quality on member satisfaction. This research is quantitative research. The population in this study were 503 members of the Bhakti Lestari Savings and Credit Cooperative who addressed the Merarai Satu Village, Sungai Tebelian District, Sintang Regency. The number of samples in this study were 80 respondents, the sampling method  Used was Simple Random Sampling. Data analysis was first carried out by looking for validity and reliability, contribution tests, and classic assumption tests. The results showed that the quality of service affects the satisfaction of members of the Cooperative Bhakti Lestari with the results of the t test, obtained a t count of 8.774 is greater than (>) t table of 1.990 and the value of Sig. 0,000 <0.05.Keywords: Service Quality, Member SatisfactionAbstrak: Penelitian ini bertujuan untuk mengetahui bagaimana pengaruh kualitas pelayanan terhadap kepuasan anggota. Penelitian ini termasuk jenis penelitian kuantitatif.Populasi pada penelitian ini adalah anggota Koperasi Simpan Pinjam (KSP) Bhakti Lestari sebanyak 503 orang yang beralamatkan di Desa Merarai Satu, Kecamatan Sungai Tebelian, Kabupaten Sintang.Jumlah sampel dalam penelitian ini sebanyak 80 responden, metode pengambilan sampel yang digunakan adalah Simple Random Sampling.Analisis data terlebih dahulu dilakukan dengan mencari validitas dan reliabilitas, uji kontribusi, serta uji asumsi klasik. Hasil penelitian menunjukkan bahwa kualitas pelayanan berpengaruh terhadap kepuasan anggota Koperasi Bhakti Lestari dengan hasil uji t, diperoleh nilai thitung 8,774 lebih besar dari (>) ttabel 1,990dan nilai Sig. 0,000 < 0,05Kata Kunci: Kualitas Pelayanan, Kepuasan Anggota

scholarly journals Peran Kualitas Pelayanan Terhadap Loyalitas Pelanggan Jasa Transportasi Online

2019 ◽  
Vol 5 (1) ◽  
pp. 1
Author(s):  
Ingga Widi Aprilla ◽  
Sholihati Amalia
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Good Service ◽  
The People ◽  
The Mind ◽  
A Company

Service quality is a form of activity undertaken by a company that aims to meet the wants and needs of customers by providing good service. Customer loyalty is a consumer's assessment of the quality of the product or service it receives based on existing expectations in the mind. Loyal customers will always tend to only one brand even though there are many similar brands. Sample in this study amounted to 135 respondents, is the people of Bandung who have or often use online transportation. The sampling technique using simple random sampling. The purpose of this study is to find out the influence of service quality on online transportation customer loyalty. The result obtained shows that service quality influence significantly customer loyalty by 24,1%.

scholarly journals FORMING CUSTOMER LOYALTY THROUGH FACTORS IN MEDIATION OF CUSTOMER SATISFACTION

2021 ◽  
Vol 2 (2) ◽  
pp. 233-249
Author(s):  
Agung Hudaya
Keyword(s):  
Structural Equation Modeling ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Structural Equation ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Equation Modeling

The purpose of this study is to determine how price, service quality, customer satisfaction on customer loyalty and how much influence, price, service quality on customer satisfaction which has implications for customer loyalty. The sample used in this study amounted to 100 respondents who were taken by simple random sampling technique. Data analysis in this study used Structural Equation Modeling (SEM) which was carried out with the help of the SEM program from Smart PLS 3.0. Besides, this research also proves that the price variable will affect customer satisfaction, then the price will also affect customer loyalty, as well as service quality affects customer satisfaction and will also affect customer loyalty. and also the mediating variable of customer satisfaction which will affect customer loyalty. Blanja.com in Jakarta.

scholarly journals Analisis Service Quality terhadap Kepuasan Pelanggan pada PDAM Kota Surabaya

2018 ◽  
Vol 2 (1) ◽  
pp. 42
Author(s):  
NYOMAN SUDAPET
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Gap Analysis ◽  
Simple Random Sampling ◽  
T Test ◽  
Confidential Interval ◽  
Normality Test ◽  
Quality Dimension ◽  
Regression Test

Objective of this research is to analysis the affect of responsiveness, assurance, tangible, empathy and reliability due to Surabaya PDAM consumer's satisfaction. The sample observed was all of the Surabaya PDAM customers at about 60 respondents, with simple random sampling. Measurement device used to measure service quality is gap analysts, multiple regression, T-test, F-test, determination coefficients, normality test, multicoliniarity test and heterokedastisity test. Based on gap analysis results, the dimension of responsiveness and empathy are having a positive gap, means that the service quality of Surabaya PDAM is already meet the customers satisfaction, but in the insurance, tangible and reliability are having negative gap, means that customers hope due to the service of Surabaya PDAM is higher than service accepted by the customers, from the quality service dimension regression test that is responsiveness, assurance, tangible, empathy, and reliability are having positive significant effect on customer satisfaction of Surabaya PDAM showed that hypothesis with the biggest affection is responsiveness variable, then empathy, tangible, assurance, and reliability, from T-test it was obtained responsiveness variables, empathy with significant number at 1% and assurance, tangible, reliability, are significant at 5%, fount = 19.140 with confidential interval 99% or n= 0,01 by entering service quality variable, this model is fit. Determination coefficient number showed 63,9% customer satisfaction variable variation can be explained by the variable from service quality dimension. Classical assumption test showed that data range is normal and do not showed multicolinearity and heterokedastisity test

scholarly journals Peran Kualitas Pelayanan Terhadap Loyalitas Pelanggan Jasa Transportasi Online

2019 ◽  
Vol 5 (1) ◽  
pp. 1-9
Author(s):  
Ingga Widi Aprilla ◽  
Sholihati Amalia
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Good Service ◽  
The People ◽  
The Mind ◽  
A Company

Service quality is a form of activity undertaken by a company that aims to meet the wants and needs of customers by providing good service. Customer loyalty is a consumer's assessment of the quality of the product or service it receives based on existing expectations in the mind. Loyal customers will always tend to only one brand even though there are many similar brands. Sample in this study amounted to 135 respondents, is the people of Bandung who have or often use online transportation. The sampling technique using simple random sampling. The purpose of this study is to find out the influence of service quality on online transportation customer loyalty. The result obtained shows that service quality influence significantly customer loyalty by 24,1%.

scholarly journals Pengaruh Persepsi Kualitas Pelayanan dan Persepsi Nilai Terhadap Kepuasan Serta Dampaknya Pada Loyalitas Pelanggan Maskapai Penerbangan

2021 ◽  
Vol 2 (1) ◽  
pp. 21-32
Author(s):  
Annisa Budiansari ◽  
Sujana Sujana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
T Test ◽  
Analysis Tool ◽  
Value Perception ◽  
Customer Value Perception ◽  
Sample Method ◽  
The Impact

This study aims to determine : The effect of perception of service quality on customer satisfaction, The effect of customer value perception on customer satisfaction, and And the impact of customer satisfaction on customer loyalty. This study uses the independent variable (service quality perception, customer value perception), and the dependent variable (customer satisfaction and customer loyalty). The sample method used in this study is the roscoe method and the Analysis Tool used in this study is AMOS version 23. With the number of 200 respondents selected are people who have used Batik Air Indonesia's flight services in the city of Bogor. Based on the research, it can be concluded that there are three hypotheses that have positive and significant influence, namely: The first hypothesis is the perception of service quality and customer satisfaction has an influence and significant with the results of the t-test of 4.039 greater than t-table. The second hypothesis is the perception of customer value on customer satisfaction has an influence with a negative t-test that is equal to -1.529 smaller than t-table. The third hypothesis is customer satisfaction Customer loyalty has a positive and significant impact with the t-test result of 4.039 greater than t-table.   Keywords: Perception, influence, impact, Service Quality, Customer Value, Customer Satisfaction, Customer Loyalty, Batik Air Indonesia.

scholarly journals KEPUASAN PELANGGAN MEMEDIASI PENGARUH KUALITAS PELAYANAN DAN PROMOSI TERHADAP LOYALITAS PELANGGAN

2018 ◽  
Vol 8 (1) ◽  
pp. 90
Author(s):  
Novianti Novianti ◽  
Endri Endri ◽  
Darlius Darlius
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Likert Scale ◽  
Validity And Reliability ◽  
Indirect Impact

Abstract. This study aims to examine the effect of service quality and promotiondirectly to customer satisfaction and customer loyalty. This study also examines theinfluence of service quality and promotion indirectly to customer loyalty throughcustomer satisfaction. The study was conducted on 175 customers of Cikarang MedikaFarma Pharmacy taken with simple random sampling technique and given questionnaire72 statement with Likert Scale to measure response to research variables. After testingthe validity and reliability, as well as the prerequisite test, conducted path analysis testusing software Lisrel 8.80. The results showed that there was a significant direct effectbetween service quality and promotion on customer satisfaction as well as on customerloyalty. Service quality also has a positive and significant indirect impact on customerloyalty through customer satisfaction. Promotion has a positive and significant indirecteffect on customer loyalty through customer satisfaction.

Maintaining Customer Loyalty by Intensifying Service Quality and Customer Satisfaction in Commuter Line Jabodetabek

2019 ◽  
Vol 10 (9) ◽  
pp. 902-909
Author(s):  
Umbas Krisnanto ◽  
◽  
Conny Marpaung ◽  
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Customer Loyalty ◽  
T Test ◽  
Coefficient Of Determination ◽  
Simple Linear Regression ◽  
Significance Level

This study aims to determine and analyze the influence of Service Quality and Customer Satisfaction on Customer Loyalty in Jabodetabek Commuter Line. The sample of this study was 50 people. Methods of collecting data by distributing questionnaires. Data analysis using the analysis used is simple linear regression, t test and coefficient of determination. The results showed 1) Service Quality has a positive and significant effect on Customer Loyalty in Jabodetabek Commuter Line, with a significance level of 0.048; and supported by the results of hypothesis testing with a t-count value of 4.433 > t-table value of 1.95, with a significance of 0.048 or < 0.05; 2) Customer Satisfaction positive and significant effect on Customer Loyalty in Jabodetabek Commuter Line, with a level significance of 0,000; and supported by the results of hypothesis testing with a t-count value of 4,969 > t-table value of 1.95, with a significance of 0,000 or < 0.05, 3) Service quality and Customer Satisfaction have a positive and significant effect on Customer Loyalty in Jabodetabek Commuter Line, with a significance level of 0,000. This means that the hypothesis H0 is rejected and Ha is accepted so that it can be concluded that service quality and customer satisfaction together have a positive and significant effect on customer loyalty in Jabodetabek Commuter Line.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah dan Loyalitas Nasabah Tabungan Britama Pada PT. Bank Rakyat Indonesia (Persero) Tbk Cabang Samarinda

2020 ◽  
Vol 8 (3) ◽  
pp. 199
Author(s):  
Poppy Alvianolita Sanistasya
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Data Collection Methods ◽  
Savings Accounts ◽  
Collection Methods

This study aims to determine: (1) the effect of service quality on customer loyalty; (2) the effect of service quality on customer loyalty; (3) the effect of satisfaction on customer loyalty. The type of research (explanatory effect). Samples of 110 respondents of savings accounts in BRI branch Samarinda. This study uses survey methode and data collection methods using questionnaires. Analysis of data used path analysis. Results of the path analysis can be seen that: (1) service quality variable have a significant effect on customer satisfaction variable; (2) service quality variable have a significant influence on customer loyalty variable; (3) customer satisfaction variable do not have a significant effect on customer loyalty variable.

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