scholarly journals Determinan Kepuasan dan Loyalitas Pengguna Jasa Hotel Syariah di Jakarta (Studi Pada Sofyan Hotel Betawi)

2019 ◽  
Vol 6 (1) ◽  
pp. 80
Author(s):  
Slamet Heri Winarno
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quantitative Data ◽  
Quantitative Research ◽  
Survey Methods ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Research Survey ◽  
Research Criteria

<p>This study aims to identify and test the factors that can affect customer satisfaction and customer loyalty, especially in hotels that apply sharia principles such as Sofyan Hotel Betawi. The subjects of this study were guests staying overnight with a sample size of 170 people who met the research criteria and requirements using a purposive sampling technique. The research design uses quantitative research survey methods, interviews and questionnaires. Data collection tools use a Likert scale as quantitative data. Quantitative data were analyzed using descriptive analysis and inferential analysis using the SEM path analysis method. The results showed that service quality and price perception had a positive and significant effect on customer satisfaction by 24.6%. Customer loyalty is influenced by factors of service quality and customer satisfaction positively and significantly by 51.9%.</p>

scholarly journals EFFECT OF SERVICE QUALITY AND RELATIONSHIP MARKETING ON CUSTOMER SATISFACTION AND ITS IMPACT ON LOYALTY SERVICE ON WISMA SOEWARNA BRACH OFFICE (KCP) OF BNI OF TANGERANG

2020 ◽  
Vol 1 (2) ◽  
pp. 154-164
Author(s):  
Ela Ratna Yuwita ◽  
Arissetyanto Nugroho
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Survey Methods ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Descriptive Research ◽  
Marketing Variables

The purpose of this study is to determine the Effect of Service Quality and Relationship Marketing on Customer Satisfaction and Its Impact on Loyalty by measuring indicators that affect the variable Service Quality and Relationship Marketing on customer satisfaction variables and their implications on customer loyalty variables. This research applies a descriptive research design using survey methods. Sampling uses convinient sampling as a sampling technique. This study was tested using the structural equation modeling (Lisrel) approach to test the significance of the significance of the overall model and predetermined pathway. The findings show that Service Quality and Relationship Marketing variables significantly influence customer satisfaction variables. Further findings indicate that Service Quality and Relationship Marketing variables directly have a significant effect on customer loyalty variables. This study also shows that customer satisfaction has an influence on customer loyalty variables. It is recommended to companies to improve the excellence of Service Quality and Relationship Marketing.

scholarly journals Loyalitas Petani Dalam Melakukan Pembelian Benih Padi Produksi PP Kerja Di Solo Raya

2018 ◽  
Vol 14 (2) ◽  
pp. 135
Author(s):  
Gresia Rahmawati ◽  
Mohd. Harisudin ◽  
Hanifah Ihsaniyati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Customer Loyalty ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Recording Analysis ◽  
Convenience Sampling

<p><em>The purpose of this research are   (1) to know the influence   of product quality, price, service quality toward the customer satisfaction PP Kerja and (2) to know the influence of product quality, price, service quality and customer satisfaction toward the PP Kerja’s customer loyalty. The research here used explanatory research in this research. The sample used by 50 farmers who are customers of PP Kerja. The sampling technique using Convenience Sampling. Data were collected by questionnaire. The technique of collecting data was solved through observation, interviews and recording. Analysis of the data used is descriptive analysis and path analysis (path analysis). The results of this research showed that (1) the product quality  (X1),  price  (X2)  and  service  quality  (X3)  simultaneously  influenced  the customer satisfaction of PP Kerja (Y1). The total influenced of each variabel is 0,339;</em><em>0.178 and 0.543. (2) the product quality (X1), price (X2), service quality (X3) and customer satisfaction (Y1) simultaneously influenced the customer loyalty of PP Kerja (Y2). The price variable could influence the total of customer satisfaction 0,222; the service quality variable 0,362 and the customer satisfaction variable 0,442 it could give influence toward the customer satisfaction.</em></p>

scholarly journals THE EFFECTS OF SERVICE QUALITY, CUSTOMER PERCEIVED VALUE, AND CUSTOMER SATISFACTION TOWARDS CUSTOMER LOYALTY OF DAMRI TOUR BUS

2019 ◽  
Vol 5 (2) ◽  
pp. 285
Author(s):  
Suci Sandi Wachyuni
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Perceived Value ◽  
Sampling Technique ◽  
Analysis Techniques ◽  
Customer Perceived Value ◽  
Customer's Loyalty

Based on the data from Transportation Department of Indonesia, commonly total of tourist bus company and total unit of tour bus continues to increase every year. The increasing number of competitors will affect customers looking away easily from one service provider to another. Then, DAMRI as one of the providers, has to make efforts for maintaining and increasing customer’s loyalty. The purpose of this study to determine the effect of service quality, customer perceived value, and customer satisfaction towards customer loyalty of DAMRI Tourist Bus.This research is a quantitative research. Sampling technique is non Probability Sampling, purposive sampling. Data collection is done through interview and questionnaires. Statistical analysis techniques is done through regression analysis and hypothesis testing t test and F test (SPSS 20.0). The results being obtained: service quality (X1) and customer perceived value (X2) significantly influence customer loyalty (Y). In other hand, customer satisfaction (X3) does not significantly influence customer loyalty (Y); But X1, X2, and X3 simultanously influence Y. The manager is advised to continously make efforts in order to improve customer loyalty. Further research is needed to identify the factors that have more influence over customer loyalty of DAMRI Tourist Bus.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DALAM MEMBENTUKLOYALITAS PELANGGAN PADA CLINICNATASHASKIN CARE MEDAN

2014 ◽  
Vol 1 (2) ◽  
pp. 67-82
Author(s):  
Mariyanti Sirait ◽  
Abd. Rasyid Syamsuri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Customer Loyalty ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Skin Care ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Analysis Techniques

This research aims to determine the effect of service quality for customer satisfaction in forming customer loyalty in Clinic Natasha Skin Care Medan.This type of research is quantitativeresearch.The sampling technique using incidental sampling method.The type of data used are primary data and secondary data.Data analysis techniques used in this research is descriptive analysis, multipleanalysisregression, hypothesis testing using simultaneous significant test (test F), significant testing partially (ttest), and testing the coefficient of determination (R2 ). These results indicating that together for a positiveand significantinfluence between service qualityfor customer satisfaction in forming customer loyalty in Clinic Natasha Skin Care Medan.The partial test (t test) note that variables and service service quality for customer satisfaction in forming customer loyalty in Clinic Natasha Skin Care Medan. While the variablecustomer satisfaction no effect dan significant impact on the purchase decisionat Clinic Natasha Skin CareMedan. Through testing ajusted adjusted coefficient of determinationR Square of 0.528 means that 52.8% factors service quality and customer satisfactioncan be explained by other factors which arent pursuing by other researcherpact and significantly to customer loyalty.

scholarly journals Analysis of determinant factors affecting retail business customer loyalty

2021 ◽  
Vol 5 (S3) ◽  
pp. 310-318
Author(s):  
Abdul Haris ◽  
Abdul Rahman ◽  
Yusriadi Yusriadi ◽  
Umi Farida
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Descriptive Analysis ◽  
Sem Analysis ◽  
Demographic Development ◽  
Five Dimensions ◽  
Factors Affecting ◽  
Goods And Services

Demographic development is the first field that influences the growth of retail stores. The rising population allows all goods and services to increase. To establish customer loyalty, the company must try to try to offer the highest quality in any product or service it must create a positive sense of quality in the minds of its customers. This research is a descriptive research type, trying to explain and describe each variable's conditions in detail and see the relationship or relationship between these variables. In the context of this study, the independent variables are Service Quality (X1), Relationship Marketing (X2), and Customer Satisfaction (Y), while the dependent variable is Customer Loyalty (Z). Quantitative data were analyzed using descriptive analysis and Structural Equation Modelling (SEM) analysis. Partially service quality has a significant influence on customer satisfaction in modern stores. In the sense that the quality of service provided by modern store management in Makassar City can contribute positively to customer satisfaction with the five dimensions of Tangible, Reliability, Empathy, Assurance, and Responsiveness. Direct service quality significantly influences customer loyalty, and indirect service quality has a significant effect on customer loyalty (LP) through customer satisfaction at modern stores in Makassar City.

scholarly journals THE ROLE OF SERVICE QUALITY ON LOYALTY AMONG LOW COST CARRIER CONSUMER

Psibernetika ◽  
2019 ◽  
Vol 12 (1) ◽  
Author(s):  
Dion Nardo Julius ◽  
Devi Jatmika
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Low Cost ◽  
Sampling Technique ◽  
Positive Influence ◽  
Three Dimension ◽  
Purposive Sampling ◽  
Low Cost Carrier ◽  
Airline Company

<div class="WordSection1"><p><strong><em>ABSTRACT. </em></strong><em>As one of the peoples choice for traveling, "X" airline company </em><em>is </em><em>one of low cost carrier in Ind</em><em>o</em><em>nesia is considered to have poor service quality despite controlling nearly 60% of domestic market share. The purpose of this study was to determine whether there is influence of service quality on customer loyalty among "X" airline company. The method used is </em><em>causal comparative </em><em>quantitative research. Data were collected through a questionnaire with a sample size of 250 people aboard with "X" airline company. Purposive sampling technique</em><em> </em><em>was used in this research. The results of this study indicate that there is a positive influence between service quality on customer loyalty with regression value of 0.802 (p = 0.000). Reliability, </em><em>a</em><em>ssurance and empathy </em><em>dimensions are the</em><em> three dimension that have</em><em> </em><em>the most impact on customer loyalty (p&lt;0.</em><em>05).</em><em> </em><em>Based on the results, i</em><em>t is recommended that the "X" airline company continue to strive to improve the quality of services, especially in terms of safety and comfort to create a customer loyalty.</em></p><p><strong><em>Keywords:</em></strong><em> service quality, customer loyalty, low cost carrier, </em><em>passengers</em></p><p> </p><p><strong>ABSTRAK. </strong>Sebagai salah satu pilihan masyarakat untuk berpergian, perusahaan penerbangan “X” adalah salah satu maskapai berbiaya rendah di  Indonesia yang dianggap memiliki kualitas layanan yang buruk meskipun menguasai hampir 60%  pangsa pasar domestik. Tujuan dari penelitian ini adalah untuk mengetahui apakah ada pengaruh kualitas layanan terhadap loyalitas konsumen perusahaan penerbangan “X”. Metode yang digunakan adalah penelitian kuantitatif kausal komparatif. Data dikumpulkan melalui kuesioner kepada sampel berjumlah 250 orang yang pernah menggunakan penerbangan maskapai penerbangan “X”. Teknik sampling <em>purposive sampling</em> digunakan dalam penelitian ii. Hasil penelitian menunjukkan bahwa ada pengaruh positif antara kualitas layanan terhadap loyalitas pelanggan dengan nilai regresi 0.802 (p=0.000). Dimensi reliabilitas, jaminan, dan empati adalah tiga dimensi yang paling berdampak terhadap loyalitas konsumen (p&lt; 0.05).  Berdasarkan hasil, direkomendasikan agar perusahaan penerbangan “X” terus berusaha untuk meningkatkan kualitas layanan, terutama dalam hal keselamatan dan untuk menciptakan loyalitas konsumen.</p><p><strong>Kata kunci:</strong> kualitas layanan, loyalitas konsumen, <em>low cost carrier</em>, penumpang</p></div>

scholarly journals PERAN MEDIASI KEPUASAN PELANGGAN PADA PENGARUH E-SERVICE QUALITY, PERSEPSI HARGA, DAN PROMOSI PENJUALAN TERHADAP LOYALITAS PELANGGAN

2020 ◽  
Vol 10 (2) ◽  
pp. 249
Author(s):  
Risa Septiani ◽  
Nurhadi Nurhadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Sales Promotion ◽  
Survey Method ◽  
Validity And Reliability ◽  
Online Questionnaire ◽  
Price Perception ◽  
Positive Effect

This study aim was to determine the effect of e-service quality, price perception, and sales promotion on customer loyalty through customer satisfaction on Gojek customers in Yogyakarta. This research is a quantitative study with survey method. The population in this study were Gojek customers in Yogyakarta. The sampling technique used was purposive sampling, with a total sample of 235 respondents. The technique of collecting data used an online questionnaire that has been tested for validity and reliability. The data analysis technique used to test the hypothesis was bootstrapping method using macro PROCESS by Andrew F. Hayes. The results of this study show that there is a positive effect of e-service quality on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of price perception on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of sales promotion on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of customer satisfaction on the loyalty of Gojek Yogyakarta customers, there is a positive effect of e-service quality on the loyalty of Gojek Yogyakarta customers, there is a positive effect of price perception on the loyalty of Gojek Yogyakarta customers, there is a positive effect of sales promotion on the loyalty of Gojek Yogyakarta customers, and there is the effect of e service quality, price perception, and sales promotion on customer loyalty through Gojek Yogyakarta customer satisfaction, as evidenced by the e-service quality variable mediation coefficient of 0,0442; the mediation coefficient of price perception variable is 0,0404; and the mediation coefficient of sales promotion variable is 0.0676.

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.

scholarly journals Hubungan Mutu Pelayanan Dengan Loyalitas Pelanggan Jasa Pengiriman Paket Pada Kantor Pos Kota Depok

2016 ◽  
Vol 2 (2) ◽  
pp. 85
Author(s):  
Emma Rahmawati ◽  
Musa Hubeis
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Descriptive Analysis ◽  
Secondary Data ◽  
Sampling Technique ◽  
Quality Level ◽  
Post Office ◽  
Loyal Customer ◽  
The Relationship

<p>fice were (1) To identify the relationship between service quality and customer loyalty; (2) To analyze the relationship strength between service quality and customer loyalty; (3) Assessing the service quality level by Depok City Post Office. The data collecting were primary and secondary data. Convenience sampling was chosen as sampling technique. The research analyze by descriptive analysis, Importance Performance Analysis (IPA), Range and Rank Spearman correlation test, and processed by Microsoft Excel 2007 and Software SPSS 17.0 version for Windows. The study by IPA showed the attribute spread out around all quadrant with the majority attributes placed on quadrant III, however the study will be focused on attributes placed Quadrant I: completly of information media, quick service and complaint service, which are the main important factors to improve. The research finding was proven the customer is categorize as loyal customer. The analysis of work attributes level showed reliability has no relation with loyality. The Relationship between Good Quality of Customer Service and Customer Packaging Delivery Service Loyalty in Depok City Post Office is strong showed by r = 0,277.</p>

scholarly journals Pengaruh Citra Toko dan Kualitas Pelayanan terhadap Kepuasan Pelanggan yang Berimplikasi kepada Loyalitas Pelanggan Toko Indomaret di Jakarta

2021 ◽  
Vol 5 (5) ◽  
pp. 536
Author(s):  
Maulana Agung Prakoso
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Urban Areas ◽  
Quantitative Research ◽  
Store Image ◽  
Industrial Growth ◽  
Quantitative Research Methods ◽  
Rural And Urban Areas ◽  
Retail Business

The retail business in Indonesia continues to grow rapidly, especially marked by the large number of mini markets that have grown in each region, both in rural and urban areas. Over time, industrial growth in the country has made retail business activities increase in product sales to customers in terms of meeting the needs of themselves, their families or others around them. One of the most well-known minimarkets in Indonesia is Indomaret. Indomaret is a type of retail company that is engaged in selling products that consumers use to meet their daily needs according to their needs. The purpose of this study was to determine the effect of Store Image, Service Quality on Customer Satisfaction and its Impact on Customer Loyalty at Indomaret Stores in Jakarta. The research method used is quantitative research methods. The data collection method used was a questionnaire distributed to 100 customers of Indomaret stores in Jakarta. The data processing method used is pls. The results showed that the store image and service quality affect customer satisfaction and affect customer loyalty at Indomaret stores in Jakarta. Bisnis retail di Indonesia terus berkembang pesat, terutama ditandai dengan banyaknya mini market yang tumbuh di setiap daerah, baik di pedesaan maupun di perkotaan. Seiring dengan berjalannya waktu, pertumbuhan industri di tanah air telah membuat aktivitas bisnis retail meningkat dalam penjualan produk kepada pelanggan dalam hal memenuhi kebutuhan diri, keluarga atau orang lain disekitarnya. Salah satu minimarket yang cukup terkenal di Indonesia adalah Indomaret. Indomaret merupakan salah satu jenis perusahaan retail yang bergerak dalam bidang penjualan produk-produk yang digunakan konsumen untuk memenuhi kebutuhan sehari-hari sesuai dengan kebutuhannya. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh Citra Toko, Kualitas Pelayanan terhadap Kepuasan Pelanggan dan Dampaknya terhadap Loyalitas Pelanggan pada Toko Indomaret di Wilayah Jakarta. Metode penelitian yang digunakan adalah metode penelitian kuantitatif. Metode pengumpulan data yang digunakan adalah kuesioner yang disebarkan kepada 100 pelanggan toko Indomaret di Jakarta. Metode pengolahan data yang digunakan adalah pls. Hasil penelitian menunjukkan bahwa Citra toko dan Kualitas Pelayanan berpengaruh terhadap Kepuasan Pelanggan dan berpengaruh terhadap Loyalitas Pelanggan pada toko Indomaret di Jakarta.

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