scholarly journals Pengaruh Kualitas Pelayanan Terhadap Loyalitas Konsumen Di Hotel Best Western Plus Kemayoran, Jakarta

2020 ◽  
Vol 2 (1) ◽  
pp. 47-53
Author(s):  
Dadang Kurnia Abdurrahman ◽  
Sri Fajar Ayuningsih
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Correlation Coefficient ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Sampling Technique ◽  
T Test ◽  
Test Reliability ◽  
Research Approach ◽  
Literature Study

This study aimed to analyze the effect of service on customer loyalty at the Best Western Plus Hotel Kemayoran. The research method used is a quantitative research approach. Data collection techniques to test hypotheses through a questionnaire addressed to 50 respondents who use the services of the Best Westen Plus Hotel Kemayoran. And equipped with making observations and literature study. The respondent sample data collection was carried out using an accidental sampling technique. The data analysis method used consists of validity test, reliability test, standard linear analysis test with t test, product moment correlation coefficient, and determination coefficient. The results obtained from the analysis of SPSS statistical data processing and hypothesis testing, namely the correlation coefficient between the service quality variable (X) and the customer loyalty variable (Y) is significant because it is between 0.5 <r< 075. Based on the results of the t-test analysis, the results are greater than the table, namely 2.604> 2.01. This figure shows that H0 is rejected and H1 is accepted, which means that the service quality variable (X) has a significant effect on customer loyalty (Y).

scholarly journals Analysis of the Effect of Service Quality on Customer Loyalty in Mediation by Customer Satisfaction at Loka Supermarket Cibubur

2020 ◽  
Vol 2 (4) ◽  
pp. 147-158
Author(s):  
I Made Adnyana ◽  
Yulianah ◽  
Agustiya Hutri Primasari
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Research Approach ◽  
Quality Dimensions

The purpose of this research is to study the influence of service quality on customer satisfaction and its impact on customer loyalty at Loka Supermarket Cibubur and to provide suggestions on how Loka Supermarket can increase customer loyalty by increasing the aspects that influence it. The research approach is quantitative research in accordance with data collection in the form of distributing questionnaires to 150 respondents. The results of this study indicate that each of the quality dimensions directly has a positive and significant effect on customer satisfaction at Loka Supermarket Cibubur. Customer satisfaction directly has a positive and significant effect on customer loyalty. And and each dimension of service quality indirectly affects customer loyalty through customer satisfaction.

scholarly journals The Effect of Leadership, Apparatus Professionality, and Work Facilities on the Quality of Ship Services and Goods in the Main Port Authority Office of Tanjung Priok

2020 ◽  
Vol 1 (2) ◽  
pp. 56-70
Author(s):  
Hermanta Hermanta ◽  
Josy Adiwisastra ◽  
Musa Hubeis ◽  
Dewi Sulistyani
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Sampling Technique ◽  
Positive Influence ◽  
Test Reliability ◽  
Literature Study ◽  
Port Authority ◽  
Linearity Test

This study aims to determine the effect of leadership, the professionalism of the apparatus and work facilities on the quality of service both partially and collectively. The sampling technique in this study was proportionate stratified random sampling with a sample of 313 respondents. This research method is a quantitative method with regression analysis. Data collection techniques using documentation techniques, literature study, questionnaires, and observations. The research data collection tool was a questionnaire based on a Likert scale. The data analysis techniques in this study were validity test, reliability test, normality test, linearity test, multicollinearity test, heteroscedasticity test, F test and t-test, simple and multiple linear regression. The results of the study prove that there is a positive influence of leadership on service quality by 82%. Second, there is a positive influence on the professionalism of the officers on the quality of service by 79.3%. Third, there is a positive effect of work facilities on service quality by 80.2%. Fourth, there is a positive influence of leadership, apparatus professionality, and work facilities together on service quality of 83.9%. The quality of ship and goods services at the Tanjung Priok Main Port Authority Office can be achieved through effective leadership, a high level of professionalism of the officials, and adequate work facilities. These three variables must be considered so that the quality of ship and goods services can satisfy service users.

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 The Effect of Tourism Facilities, Service Quality and Promotion of Tourist Satisfaction in South Pesisir District

2020 ◽  
Vol 5 (1) ◽  
pp. 5
Author(s):  
Arif Mustaqim Bahar ◽  
Maizaldi Maizaldi ◽  
Novrianto Putera ◽  
Resky Widiestuty ◽  
Syafrianto Chaniago ◽  
...  
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Probability Sampling ◽  
Purposive Sampling ◽  
Tourist Satisfaction ◽  
Coastal District

The purpose of this study was to determine the effect of tourism facilities on tourist satisfaction in South Coastal District, to determine the effect of  service quality on tourist satisfaction in South Coastal District, to determine the effect of promotion on tourist satisfaction in South Coastal District. The method used is a quantitative research using descriptive, while the data collection used questionnaire. The sampling technique is non probability sampling with a type of purposive sampling of 115 respondents. The results of this study can be concluded that the: (1) Tourism facilities has a positive and significant effect on tourist satisfaction in South Coastal District. (2) Service quality has a positive and significant effect on tourist satisfaction in South Coastal District. (3) Promotion has a positive and significant effect on tourist satisfaction in South Coastal District.

scholarly journals KINERJA APARATUR TERHADAP KUALITAS PELAYANAN PUBLIK DI KANTOR KELURAHAN WALA KECAMATAN MARITENGNGAE KABUPATEN SIDENRENG RAPPANG

2020 ◽  
Vol 8 (3) ◽  
pp. 184-189
Author(s):  
Nur syawal Ashari ◽  
Muhammad Rais Rahmat ◽  
Abdul Jabbar
Keyword(s):  
Data Collection ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Female Gender ◽  
Validity And Reliability ◽  
Literature Study ◽  
The Public ◽  
Analysis Technique ◽  
Data Collection Technique

Apparatus on the quality of public services in Wala Village, Kecamatang Maritengngae, Sidenreng Rappang Regency. The population in conducting this study were people with male and female gender, amounting to 3,725 people from two environments, the data collection technique used was the Slovin formula with 92 results, taken based on purposive sampling technique. The type of research used is descriptive quantitative research, data collection techniques used are observation techniques, questionnaires, literature study, and documentation. The data analysis technique is using the validity and reliability tests using the SPSS 21.0 application and a Likert scale. Based on the research that was taken from the results of the questionnaire data, it was obtained that the recapitulation of the Apparatus Performance variable with a percentage of 67.4% was included in the "Good" category while the recapitulation of the Public Service Quality variable with a percentage of 69.6% was included in the "Good" category.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI TOKO INTAN MARKET LINTAS MELAWI SINTANG

2021 ◽  
Vol 11 (1) ◽  
pp. 013
Author(s):  
Yunita Astikawati ◽  
Eka Suryani ◽  
Avelius Dominggus Sore
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Research Approach ◽  
Simple Linear Regression ◽  
Probability Sampling ◽  
Communication Techniques ◽  
Regression Test ◽  
Positive Effect

ABSTRACTThe general objective of this study is to determine the effect of service quality on customer satisfaction at the Intan Market Lintas Melawi Sintang. The research approach used a descriptive quantitative approach. form of research is simple linear regression. The population in this research are all consumers who have been customers of the Intan Market Lintas Melawi Sintang. The sampling technique used is a non-probability sampling technique with a type of incidental sampling. Data collection techniques used are indirect communication techniques, and documentation techniques with data collection tools in the form of questionnaires and documents. Based on the analysis results obtained: The criteria of service quality at the the Intan Market Lintas Melawi Sintang are sufficient. 2) Customer satisfaction has good criteria. 3) Based on a simple regression test, it is proven that service quality has a positive effect on customer satisfaction with a determination coefficient of 36.02%.Keywords: Quality, Service, and Satisfaction.ABSTRAKTujuan umum penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan konsumen pada Pasar Intan Lintas Melawi Sintang. Pendekatan penelitian menggunakan pendekatan kuantitatif deskriptif. Bentuk penelitiannya adalah regresi linier sederhana. Populasi dalam penelitian ini adalah seluruh konsumen yang pernah menjadi pelanggan Pasar Intan Lintas Melawi Sintang. Teknik pengambilan sampel yang digunakan adalah teknik non-probability sampling dengan jenis pengambilan sampel insidental. Teknik pengumpulan data yang digunakan adalah teknik komunikasi tidak langsung, dan teknik dokumentasi dengan alat pengumpulan data berupa angket dan dokumen. Berdasarkan hasil analisis diperoleh: Kriteria kualitas pelayanan di Pasar Intan Lintas Melawi Sintang sudah cukup. 2) Kepuasan pelanggan memiliki kriteria baik. 3) Berdasarkan uji regresi sederhana terbukti kualitas pelayanan berpengaruh positif terhadap kepuasan konsumen dengan koefisien determinasi 36,02%.Kata Kunci: Kualitas, Pelayanan, dan Kepuasan.

scholarly journals Analysis of Competence and Service Quality on Customer Satisfaction and Loyalty in Eastern Indonesia Border Tourism

2021 ◽  
Vol 4 (2) ◽  
pp. 3016-3031
Author(s):  
Milcha Handayani Tammubua ◽  
Deni Surapto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Research Approach ◽  
Analysis Method ◽  
Pls Analysis ◽  
Effect Hypothesis ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The border tourism between Indonesia and Papua New Guinea is currently in great demand by many tourists. Therefore, this study aims to analyze customer satisfaction and loyalty which are influenced by competence and service quality. To test the direct and indirect effect hypothesis, this study adopts a quantitative research approach. The research instrument used was a questionnaire. The sample of this research was 192 tourists who were visiting the PLBN Skouw tour. The research data were analyzed using Partial Least Squares (PLS) analysis method with SmartPLS3.0 software. The results of this study can prove that competence can have a positive and significant effect on service quality and customer satisfaction. Customer satisfaction has a positive and significant effect on customer satisfaction and loyalty. In addition, customer satisfaction can also mediate the relationship between competence and customer satisfaction. Customer satisfaction is proven to have a positive and significant effect on customer loyalty. Customer satisfaction can also mediate the relationship between service quality and customer loyalty.

scholarly journals PENGARUH INSENTIF TERHADAP DISIPLIN PEGAWAI PADA DINAS PERUMAHAN DAN KAWASAN PERMUKIMAN KABUPATEN BIMA

2020 ◽  
Vol 4 (2) ◽  
pp. 82
Author(s):  
Sa’ban Nurfadli ◽  
Muhammad Ali
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Sampling Technique ◽  
T Test ◽  
Test Reliability ◽  
Reliability Test ◽  
Simple Linear Regression ◽  
Employee Discipline ◽  
Data Analysis Methods

The purpose of this study was to determine and analyze the effect ofincentives on employee discipline at the Office of Housing and Settlementsof Bima Regency. The type of research used is associative, with a sampleof 68 respondents. The sampling technique used was purposive sampling.The research instrument used was a questionnaire with a Likert scalemeasurement. Data collection techniques by questionnaire, observationand documentation. Data analysis methods used were validity test,reliability test, simple linear regression, coeficient correlation, coeficientdetermination and t test (two part). The results of this study conclude thatincentives have a significant influence on employee discipline asevidenced by the t test value of 9,429 and Sig 0,000. The degree ofinfluence of incentives on employee discipline at Bima Regency Housingand Settlement Service Office is strong.Kata Kunci: Incentives, Employee Discipline

scholarly journals Analisis Segmentasi Pasar Perusahaan Penyedia Jasa Transportasi (Studi Kasus PO Titian Mas Kota Bima) Supply Company Market Segmentation Analysis Transportation Services (Case Study of PO Titian Mas in Bima City)

2021 ◽  
Vol 3 (1) ◽  
pp. 82-87
Author(s):  
Muhammad Rifki ◽  
Muhajirin Muhajirin
Keyword(s):  
Data Analysis ◽  
Market Segmentation ◽  
Sampling Technique ◽  
T Test ◽  
Test Reliability ◽  
Primary Data ◽  
Literature Study ◽  
Transportation Service ◽  
The Right

Strategi segmentasi pasar merupakan kegiatan yang bertujuan untuk meningkatkan omzet penjualan. Setiap perusahaan telah berupaya untuk mewujudkan segmentasi pasar yang tepat yang dibutuhkan perusahaan transportasi, namun fakta di lapangan menujukan masih terdapat beberapa perusahaan transportasi yaang mempunyai segmentasi yang menunjukan hasil yang belum optimal. Penelitian ini bertujuan untuk mengetahui  dan menganalisis segmentasi pasar perusahaan jasa transprotasi (studi kasus PO Titian Mas Kota Bima). Jenis penelitian ini adalah deskriptif dengan menggunakan data kuantitatif dari sumber data primer yang berasal dari kuesioner berskala likert sebagai instrumen dalam penelitian ini. Populasi dalam peneliian ini adalah masyarakat yang menggunakan jasa transpotasi PO TITIAN MAS Kota Bima yang tidak dketahui secara pasti jumlahnya. Hasil perhitungan sampel berdasarkan rumus unkknwon population diketahui besar sampel pada PO TITIAN MAS Kota Bima adalah 96 responden dengan menggunakan teknik accidental sampling. Teknik pengumpulan data yang digunakan dalam penelitian ini yaitu observasi, kuesioner dan studi pustaka. Teknik analisa data yang digunakan dalam penelitian ini adalah uji validitas, uji relibilitas dan analisis statistik (t-test one sample). Berdasarkan analisa data yang telah dilakukan hasil penelitian ini menunjukan bahwa segmentasi pasar PO TITIAN MAS Kota Bima lebih dari 70% dari yang diharapkan  (baik).   Keywords: Segmentasi Pasar, Jasa Transportasi ABSTRACT Market segmentation strategy is an activity that aims to increase sales turnover. Every company has tried to realize the right market segmentation needed by transportation companies, but the facts on the ground show that there are still some transportation companies that have segmentation that shows results that are not optimal. This study aims to identify and analyze the market segmentation of transportation service companies (case study of PO Titian Mas Kota Bima). This type of research is descriptive using quantitative data from primary data sources derived from Likert scale questionnaires as an instrument in this study. The population in this study is the people who use the transportation service of PO TITIAN MAS in Bima City, whose exact number is not known. The results of the sample calculation based on the Unkknwon Population formula, it is known that the sample size at PO TITIAN MAS, Bima City is 96 respondents using accidental sampling technique. Data collection techniques used in this study are observation, questionnaires and literature study. The data analysis technique used in this research is validity test, reliability test and statistical analysis (one sample t-test). Based on data analysis that has been carried out, the results of this study indicate that the market segmentation of PO TITIAN MAS in Bima City is more than 70% of the expected (good).

scholarly journals Pengaruh Kualitas Layanan dan Kepercayaan Terhadap Keputusan Loyalitas Nasabah

2020 ◽  
Vol 2 (2) ◽  
pp. 77
Author(s):  
Rosa Jatnika Sari ◽  
Ine Aprianti
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Customer Loyalty ◽  
Linear Equations ◽  
Statistical Test ◽  
Test Reliability ◽  
Reliability Test ◽  
Independent Variable ◽  
Customer's Loyalty ◽  
The Impact

The purpose of this study was to determine the effect of service quality, trust and loyalty.. The methodology of data collection is conducted through a questionnaire using a Likert scale. The population is the customer of Bank Negara Indonesia and the samples are taken from 84 respondents. The analysis includes validity test, reliability test, statistical test, classic assumption test and SPSS test. The findings from SPSS 20 statistic program tool show the independent variable test which is service quality and trust (X) is 0.750 or 75%. The results of multiple linear equations show that there is a positive and significant impact between service quality on customer loyalty, t count of 12,331 which means t count>t table (12,331>1,66365) with a significance of 0,000<0,05. The trust variable of t count is 11,147 which means t count>t table (11,147>1,66364) with a significance of 0.000<0,05. Individually, the service quality and trust have positive and significant impact on customer’s loyalty. It means the impact of independent variable (X) on dependent variable which is customer’s loyalty (Y) is 75%, while the rest 25% (100-75=25) is explained by another variable outside this research.

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