scholarly journals THE EFFECT OF SERVICE QUALITY AND TRUST ON CUSTOMER LOYALTY OF WARUNG APUNG RAHMAWATI OF MOJOKERTO BRANCH

2019 ◽  
Author(s):  
Didit Darmawan
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Research Method ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Analytical Tool ◽  
Probability Sampling ◽  
The Right

The development of the culinary business in Mojokerto which is increasingly rapid has led to increased competition. In the industrial world the success of a culinary business is reflected in its ability to provide satisfaction to customers. One way that can be used to achieve these advantages is by applying the right quality of service and trust so that it can create customer loyalty. This study is intended to analyze the effect of service quality and trust on customer loyalty in Warung Apung Rahmawati in Mojokerto. The research method used is qualitative with explanatory research. The sampling technique uses non probability sampling. The number of samples is 100 respondents. The analytical tool used is multiple linear regression analysis using SPSS 24.0 for Windows software. The results showed that service quality significantly influence customer loyalty. Trust has a significant effect on customer loyalty.Keywords: service quality, trust, customer loyaltyABSTRAKPerkembangan bisnis kuliner di Mojokerto yang semakin pesat menyebabkan meningkatnya persaingan. Pada dunia industri keberhasilan suatu bisnis kuliner tercermin dari kemampuannya memberikan kepuasan kepada pelanggan. Salah satu cara yang dapat digunakan untuk mencapai keunggulan tersebut adalah dengan menerapkan kualitas layanan dan kepercayaan yang tepat sehingga dapat menciptakan loyalitas pelanggan. Penelitian ini dimaksudkan untuk menganalisis pengaruh kualitas layanan dan kepercayaan terhadap loyalitas pelanggan pada Warung Apung Rahmawati cabang Mojokerto. Metode penelitian yang digunakan adalah kualitatif dengan penelitian eksplanatory research. Teknik Pengambilan sampel menggunakan non probability sampling. Jumlah sampel sebanyak 100 responden. Alat analisis yang digunakan adalah analisis regresi linier berganda menggunakan software SPSS 24.0 for Windows. Hasil penelitian menunjukkan bahwa kualitas layanan berpengaruh signifikan terhadap loyalitas pelanggan. Kepercayaan berpengaruh signifikan terhadap loyalitas pelanggan.Kata-kata kunci: kualitas layanan, kepercayaan, loyalitas pelanggan

scholarly journals ANALISIS FAKTOR – FAKTOR YANG MEMPENGARUHI LOYALITAS PELANGGAN PEMBELIAN ANAKAN MURAI BATU PRESTASI ( STUDI KASUS PADA AZIS BIRDFAM DI BOYOLALI TAHUN2020 )

2021 ◽  
Vol 9 (1) ◽  
pp. 11-16
Author(s):  
Muhammad Azis Rahmanto ◽  
Dasmadi Dasmadi ◽  
A. Fidhdiarr Ariestanto TNK
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Service Quality ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Product Price

Penelitian ini bertujuan untuk mengetahui adanya pengaruh produk, harga, kualitas pelayanan Azis Birdfam di Boyolali. Teknik pengumpulan data menggunakan wawancara, kuesioner dan studi dokumen yang dilakukan pada bulan mei tahun 2020 sampai juli tahun 2020. Teknik pengambilan sampel yang digunakan berdasarkan bertepatan, semua sampel data telah dianalisis dari analisis regresi linier berganda memperoleh nilai adjusted R Square sebesar 4,9 % variabel produk, harga, kualitas pelayanan berdampak pada loyalitas pelanggan sedangkan selisihnya 95,1 % berdampak oleh variabel lain seperti ikatan emosional, kepercayaan, kemudahan, kepuasan pelanggan dan pengalaman dengan perusahaan. Hasil pengkajian ini merumuskan bahwa produk, harga dan kualitas pelayanan menggunakan uji secara parsial memiliki dampak berdasarkan relevan terhadap loyalitas pelanggan pada Azis Birdfam di Boyolali. ABSTRACT   This study aims to determine the effect of product, price, service quality of Azis Birdfam in Boyolali. The data collection techniques used interviews, questionnaires and document studies conducted in May 2020 to July 2020. The sampling technique used was coincidental, all data samples were analyzed from multiple linear regression analysis to obtain an adjusted R Square value of 4.9%. product variables, price, service quality have an impact on customer loyalty, while the 95.1% difference has an impact on other variables such as emotional ties, trust, convenience, customer satisfaction and experience with the company. The results of this study formulate that the product, price and service quality using a partial test has an impact based on relevance to customer loyalty to Azis Birdfam in Boyolali.

scholarly journals Pengaruh Harga dan Kualitas Pelayanan Terhadap Keputusan Pembelian Konsumen pada Restoran Aroma Kitchen Kota Padang

2021 ◽  
Vol 5 (2) ◽  
pp. 481
Author(s):  
Fahimah Fitri Afifi ◽  
Arry Widodo
Keyword(s):  
Service Quality ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Purchasing Decisions ◽  
Analysis Technique ◽  
The Right ◽  
The City

This research is motivated by the increasingly rapid business growth in the city of Padang, especially in the culinary field. The development of restaurants that continues to increase makes business competition in the city of Padang quite competitive. With intense competition, culinary business people are required to think creatively in carrying out the right strategy to attract the attention of consumers. This study aims to determine and analyze the price and quality of service on consumer purchasing decisions at the Aroma Kitchen Restaurant in Padang City and their influence. The research method used in this research is quantitative with descriptive analysis and causality with the consumer population of Aroma Kitchen Restaurant. The sampling technique used is non-probability sampling with purposive sampling type and the number of respondents is 100 respondents. The data analysis technique used is descriptive analysis and multiple linear regression analysis. Based on the results of the descriptive analysis of the variables of price, service quality and purchasing decisions are in good category. The results of this study indicate that based on the variables measured simultaneously, namely price and service quality, it has a positive and significant effect on purchasing decisions. While the partially measured variables, namely price and service quality affect purchasing decisions.

scholarly journals Analisis Pengaruh Kualitas Pelayanan, Kepuasan dan Insentif terhadap Perilaku Word Of Mouth Mahasiswa STIE Pelita Indonesia

2018 ◽  
Vol 1 (2) ◽  
pp. 124-136
Author(s):  
Astri Ayu Purwati ◽  
Onny Setiawan
Keyword(s):  
Regression Analysis ◽  
Service Quality ◽  
Research Method ◽  
Word Of Mouth ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Analysis Method ◽  
Public And Private ◽  
The Right

Increasing number of universities in Indonesia today demanding all universities both public and private to be able to improve the quality of competition. One of them is through the right marketing strategy. This study aims to determine the effect of service quality, satisfaction and incentives towardn word of mouth behavior on STIE Pelita Indonesia Pekanbaru students. The sample of this research are 100 respondents who are active students of STIE Pelita Indonesia Pekanbaru and the research method used is multiple linear regression analysis method. The results show that the variable of service quality, satisfaction, incentive partially have significant effect on word of mouth behavior on students. Through this research, the management of STIE Pelita Indonesia need to improve the academic service to the students and to maintain the incentive as one way to promote STIE Pelita Indonesia. Keywords : The quality of service, satisfaction, incentive and word of mouth

PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN AROMANIA PARFUMERY DI KOTA BENGKULU

2021 ◽  
Vol 4 (1) ◽  
Author(s):  
Sri Ekowati ◽  
Selamat Riyadi
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Quality Product ◽  
Using Data ◽  
Positive Effect

ABSTRACTThis study aims to determine the effect of service quality, product quality and  trust on customer loyalty aromania parfumery Bengkulu. This type of research is a survey research with a quantitative approach, the object of this research is the consumers in Aromania parfumery, which is precisely located on Jl. Kapuas Raya, Lingkar Barat, Kec. Gading Cempaka, Bengkulu City. with the sampling method, namely non-propability technique, namely insidential sampling technique. The number of respondents in this study were 105 people. The data collection method used a questionnaire. By using data analysis techniques using Multiple Linear Regression Analysis Test, and Hypothesis Test, namely test t and test f. The results of this study can be concluded that the variable service quality Aromania parfumery has a positive effect on customer loyalty, product quality has a positive effect on customer loyalty, and trust has a positive effect on customer loyalty.Keywords: Service Quality, Product Quality, Customer Trust and Loyalty.

scholarly journals KUALITAS PRODUK DAN KUALITAS PELANAN SEBAGAI ANTASEDEN KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN (Studi Pada Pelanggan Waroeng Spesial Sambal “SS” Cabang Veteran Yogyakarta)

2020 ◽  
Vol 9 (1) ◽  
pp. 14
Author(s):  
Alo Rahmawati Mulyana ◽  
Hendro Setyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Customer's Loyalty ◽  
The City

 The aim of study is to  analyze about effect  product  quality  and  service  quality  on customer’s satisfaction to build customer’s loyalty at Waroeng Spesial Sambal “SS” in the branch of Veteran Yogyakarta. Population in this study are all consumers who make  purchases at Waroeng Spesial Sambal “SS” the branch in the  branch of Veteran Yogyakarta. While the sample  in  this  study  is a portion of consumers who have  made  purchases at least twice in the past year. The sampling technique uses purposive sampling. The data  used in this study is primary data. The number  of studies  in  this  study were  sixty  samples  in  the  city of Yogyakarta which  were processed  using  multiple linear regression  analysis  and mediation analysis  using SPSS 20 for windows. The results of the analysis in this study are: product quality dosen’t have a significant effect on customer satisfaction,  service quality has a significant effect on customer satisfaction, customer satisfaction doesn’t have a significant effect on customer loyalty, product quality  dosen’t  have a significant  effect on  customer loyalty and service quality has a significant effect on customer loyalty of the two independentvariables dosen’t indicate a mediating  relationship  with  customer  satisfaction as a mediator variable.

Apakah Religiusitas sebagai Faktor Penarik Terhadap Kepuasan Nasabah (Studi Kasus BMT Idrisiyyah Tasikmalaya)

2020 ◽  
Vol 6 (1) ◽  
pp. 62-67
Author(s):  
Dede Aji Mardani ◽  
Riska Gunawati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Research Method ◽  
Mutual Influence ◽  
Linear Regression Analysis ◽  
Field Research ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
T Test ◽  
Coefficient Of Determination

The purpose of this study is to know and analyze the implementation of services, perceptions of religiosity of institutions and customer satisfaction, as well as the influence of service quality and religiosity perceptions in BMT Idrisiyyah to customer satisfaction BMT Idrisiyyah Tasikmalaya.The research method used in this research is the field research method (field reaserch), while the data collection techniques are done through the spread of questionnaires and interviews. The sampling technique using slovin formula with the number of respondents 100 customers and the analysis tools used are classical assumption test, multiple linear regression analysis, coefficient of determination test, t-test and F test.Based on the results of research and F-test results (simultaneous) showed that service and perceptions of religiosity together affect the customer satisfaction. The result of t-test (partial) which have positive effect significantly to customer satisfaction from service quality is variable of reliability, responsiveness variable, assurance variable and empathy while for physical proof (tangible) has no effect to customer satisfaction. For the perception variable religiosity also does not affect customer satisfaction. For the mutual influence of service quality and religiosity perception have an effect on customer satisfaction in BMT Idrsiyyah with significance value 0,000 and F value equal to 6,750.

scholarly journals Loyalitas Konsumen JNE Surabaya: Korelasi antara Marketing Public Relations dan Kualitas Pelayanan

2017 ◽  
Vol 2 (1) ◽  
Author(s):  
Krisna Kurniawan ◽  
Zulaikha Zulaikha
Keyword(s):  
Public Relations ◽  
Service Quality ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Total Sample ◽  
Multiple Linear Regression Analysis ◽  
Public Relation ◽  
Consumer Loyalty ◽  
Analysis Technique

This research aims to know the influence of marketing public relation and service quality against customer loyalty at PT Tiki Jalur Nugraha Ekakurir (JNE) Surabaya. The variables used in this study i.e. marketing public relation, service quality, and customer loyalty. The population used in this study are all the consumers who use the service delivery on PT Tiki Jalur Nugraha Ekakurir (JNE) Surabaya.As for the sampling technique used was purposive sampling technique with the total sample as many as 140 respondents. In this research analysis technique used was multiple linear regression analysis. The test results showed that the variables consist of marketing public relation, service quality effect significantly to consumer loyalty on the PT Tiki Jalur Nugraha Ekakurir (JNE) Surabaya. These results indicate that the variable quality of service had a dominant influence on consumer loyalty against PT Tiki Jalur Nugraha Ekakurir (JNE) Surabaya. Keywords: marketing public relation, service quality, consumer loyalty

scholarly journals Pengaruh Layanan Samsat Corner, Kesadaran Wajib Pajak, Sosialisasi Perpajakan dan Kualitas Pelayanan pada Kepatuhan Wajib Pajak Kendaraan Bermotor

2019 ◽  
Vol 29 (2) ◽  
pp. 630
Author(s):  
Laila Susanti ◽  
Putu Ery Setiawan
Keyword(s):  
Service Quality ◽  
Sampling Method ◽  
Motor Vehicle ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Analysis Technique ◽  
Questionnaire Method ◽  
Positive Effect

This research was conducted at the Joint Office of SAMSAT Denpasar. The number of samples used in this study were 100 respondents with a sampling technique that is proportionate stratified random sampling method. Data collection in this study was conducted by a questionnaire method with data analysis technique used is multiple linear regression analysis. The results showed that SAMSAT corner service, taxpayer awareness, tax socialization, and service quality had a positive effect on motor vehicle taxpayer compliance. This means that the better SAMSAT corner service, awareness of taxpayers, tax socialization, and quality of service will also increase motor vehicle taxpayers compliance in terms of meeting their tax obligations. Keywords : SAMSAT Corner Service; Taxpayer Awareness; Tax Socialization; Service Quality; Motor Vehicle Taxpayer Compliance.

scholarly journals PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA BERLIAN BEAUTY CLINIC SAMARINDA

2021 ◽  
Vol 9 (3) ◽  
pp. 248
Author(s):  
Weni Maulina
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Analytical Tool ◽  
Statistical Software ◽  
Analytical Tools

This study aims to determine the effect of product quality and service quality on customer satisfaction at Berlian Beauty Clinic Samarinda ,. The analytical tools used are descriptive analysis and quantitative analysis with the help of SPSS statistical software version 22. The sampling technique in this study used a saturated sampling technique (census), which is a method that takes all populations to become respondents in this study. The number of taking samples was 83. Derived from the Berlian beauty Clinic sample on A. Wahab Syahranie street No.199A Samarinda. Data collection used is the technique of observation, questionnaires, and literature writing. While the analytical tool used is multiple linear regression analysis. The results of the study concluded that the product quality variable (X1) with a significant value of 0.05 because tcount = 7.569> ttable = 1.990 and the sig = 0.000 <0.05. The results of this study concluded that the variable service quality (X2) with a significant value of 0.05 because tcount = 4.554> ttable = 1.990 and the sig = 0.000 <0.05. thus the service quality variable has a partial effect on customer satisfaction (Y).

scholarly journals PENGARUH KUALITAS PELAYANAN WEBSITE AKADEMIK TERHADAP MINAT KULIAH DI AKBP PADANG

JURNAL PUNDI ◽  
2020 ◽  
Vol 3 (3) ◽  
pp. 191
Author(s):  
Doni Marlius ◽  
Febryandhie Ananda
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Learning Activity ◽  
Tertiary Institution ◽  
Probability Sampling

College interest is an attitude of interest, pleasure, love, students towards a learning activity or lecture at a particular tertiary institution or in a particular department. The purpose of this study was to determine the effect of academic website service quality on interest in studying at AKBP Padang. Using multiple linear regression analysis that serves to measure the influence between tangible variables, reliability, responsibility, assurance, and empathy for the interest in lectures at AKBP Padang, the number of samples that can be used in this study were 57 respondents, the sampling technique used in this research is through non probability sampling. The results showed tangible, reliability, responsibility, assurance, and empathy variables partially or jointly had a significant effect on interest in studying at Padang AKBP.

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