scholarly journals PENGARUH KUALITAS PELAYANAN DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH TABUNGANMU MANDIRI KCP SIMPANG TIGA PASAMAN BARAT

2021 ◽  
Vol 9 (2) ◽  
pp. 251-259
Author(s):  
Citra Suci Mantauv
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Multiple Regression ◽  
Customer Loyalty ◽  
Determination Coefficient ◽  
A Value

ABSTRAK Loyalitas adalah ditujukan kepada suatu perilaku atau sifat, yang ditunjukan kepada kestiaan konsumen dan merekomendasikan produk perusahaan kepada orang lain. Penelitian ini bertujuan untuk menganalisa bagaimana pengaruh Kualitas Pelayanan dan Kepuasan terhadap Loyalitas nasabah TabunganMu Bank Mandiri KCP Simpang Tiga, jumlah sampel pada penelitian ini sebanyak 100 Responden. Pengujian hipotesis yang digunakan dengan regresi berganda dengan hasil Kualitas Pelayanan berpengaruh Positif dan Signifikan dengan nilai 0.436 dan nilai signifikan sebesar 0.000 ( < 0.05). Kepuasan berpengaruh positif dan signifikan dengan nilai 0.530  dan nilai signifikan sebesar 0.000 ( < 0.05 ). Nilai koefisien Determinasi sebesar 90.4% di pengaruhi Kualitas Pelayanan dan Kepuasan, sedangkan sisanya dipengaruhi oleh faktor lainnya. Kata Kunci  : Loyalitas Nasabah, Kualitas Pelayanan, Kepuasan ABSTRACT Loyalty is aimed at a behavior, which is indicated by repeated purchases and recommending company products to friends or partners. This study aims to analyze how the influence of Service Quality and Customer Satisfaction on Customer Loyalty on Customer Loyality of Tabunganmu Bank mandiri KCP of Simpang Tiga, the number of samples in this study were 100 Respondents. Hypothesis testing used by multiple regression with the results of Service Quality has a positive and significant effect with a value of 0.436 and a significant value of  0.000 (<0.05). The Customer Satisfaction is positive and significant with a value of 0.530 and a significant value of 0.00 (<0.05). Determination coefficient value of 90.4% is influenced by the Service Quality and Customer Satisfaction, while the rest is influenced by other factors.Keywords: Customer Loyality, Service Quality, 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.

scholarly journals Determinants of Customer Satisfaction in the Telecommunication Industry in Ghana: A Study of MTN Ghana Limited

2018 ◽  
Vol 10 (3) ◽  
pp. 101
Author(s):  
Eric Oduro ◽  
Francis O. Boachie-Mensah ◽  
Gloria K. Q. Agyapong
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Quality ◽  
Multiple Regression ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Mobile Network ◽  
Satisfaction Index ◽  
Customer Expectation ◽  
Product Service

The study examined the determinants of customer satisfaction in MTN Ghana Limited. The variables of concern were customer expectation, relationship quality, perceived value, perceived quality, and customer loyalty. The American Customer Satisfaction Index (ACSI) model was adapted as the main framework for analyzing customer satisfaction. Data for the study came from a systematic random sample of 377 MTN mobile subscribers, employing questionnaires. Two managers of the mobile network were interviewed on issues related to their CRM systems. Multiple regression analyses were used to examine the relationship between customer expectation, relationship quality, perceived value, perceived (product/service) quality, customer loyalty, and customer satisfaction. The results of the multiple regression indicated that significant positive relationship existed between customer satisfaction and perceived (product/service) quality, relationship quality, and customer loyalty, but not for other variables such as customer expectation, customer complaint, and perceived value. The implications are that MTN Ghana should consider the perceptions of customers on product/service quality, the level of relationship quality and loyalty when managing relationships with customers. The company should put measures in place to build and maintain quality relationships with customers, and also improve the quality of products and services offered to customers. Again, there is the need for management to bridge the gap in their perception of relationship quality and that of customers.

scholarly journals ANALISA PENGARUH SELF IMAGE CONGRUITY, RETAIL SERVICE QUALITY, DAN CUSTOMER PERCEIVED SERVICE QUALITY TERHADAP CUSTOMER LOYALTY YANG DIMEDIASI CUSTOMER SATISFACTION URBAN SURF/DISTRO DI JAYAPURA

2017 ◽  
Vol 13 (2) ◽  
pp. 166-179
Author(s):  
Milcha Handayani Tammubua
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Regression ◽  
Customer Loyalty ◽  
Customer Relationship ◽  
Perceived Service Quality ◽  
Self Image ◽  
Retail Service ◽  
Relationship Of ◽  
Retail Service Quality

This study aims to examine whether self image congruity, retail service quality, perceived service quality influence customer satisfaction and test the role of customer satisfaction mediation variable at customer loyalty distro Urban Surf and Planet Surf in Jayapura. data analysis in this research used multiple regression analysis and hierarical regression to measure independent variable in dependent variable with mediation variable. The results show that customer satisfaction fully mediates the relationship of self image congruity and retail service quality to customer loyalty. Meanwhile customer satisfaction also mediates partially customer relationship perceived service quality to customer loyalty.   Penelitian ini bertujuan untuk mengkaji apakah self image congruity, retail service quality, perceived service quality berpengaruh pada customer satisfaction dan menguji peran mediasi variable customer satisfaction pada customer loyalty distro Urban Surf dan Planet Surf di Jayapura. Analisis data dalam penelitian ini digunakan analisis multiple regression dan hierarical regression untuk mengukur variable independen pada variable dependen dengan variable mediasi. Hasil penelitian menunjukkan bahwa customer satisfaction memediasi secara penuh hubungan self image congruity dan retail service quality terhadap customer loyalty. Sementara itu customer satisfaction juga memediasi secara parsial hubungan customer perceived service quality terhadap customer loyalty.

scholarly journals INFLUENCE OF SERVICE QUALITY AND FARE TOWARD CUSTOMER SATISFACTION AND ITS IMPACT ON CUSTOMER LOYALTY OF EXPRESS TAXI IN JAKARTA

2015 ◽  
Vol 6 (2) ◽  
pp. 618
Author(s):  
Mohammad Rizan ◽  
Erwin Fadillah ◽  
Agung Kresnamurti R. P.
Keyword(s):  
Structural Equation Modeling ◽  
Data Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Survey Methods ◽  
Equation Modeling

The purpose of this study was to: to examine empirically the effect of service quality to customer satisfaction on Express taxi, to examine empirically the effect of fare to customer satisfaction on Express taxi, to examine empirically the effect of customer satisfaction to customer loyalty on Express taxi, to examine empirically the effect of service quality to customer loyalty on Express taxi, and to examine empirically the effect of fare to customer loyalty on Express taxi. Data collection using survey methods. Sample of this study are 200 respondents who have using services of Express taxi more than two times in last three months. Data analysis using SPSS version 23 and SEM (Structural Equation Modeling) LISREL version 8.7. Results of hypothesis testing showed: service quality have positive and significant effect on customer satisfaction, fare have positive and significant effect on customer satisfaction, customer satisfaction have positive and significant effect on customer loyalty, service quality have positive and not significant effect to on customer loyalty. fare have positive and significant effect to on customer loyalty. Rated fit model with value of RMSEA 0.043, value of RMR 0.043, value of CMIN/DF 1.88, value of NFI 0.96, value of NNFI 0.98, and value of CFI 0.98. The results of this research beneficial to transportation company, especially Express taxi in Jakarta, to create better strategy in improving customer loyalty.   Keywords: service quality, fare, customer satisfaction, customer loyalty, transportation

scholarly journals PENGARUH BAURAN PEMASARAN JASA DAN KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN JAMINAN KESEHATAN NASIONAL DI KLINIK KOTA TASIKMALAYA

2019 ◽  
Vol 7 (1) ◽  
pp. 46-54
Author(s):  
Titin Suhartini ◽  
Saryomo Saryomo
Keyword(s):  
Health Insurance ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Regression ◽  
National Health Insurance ◽  
Descriptive Analysis ◽  
Marketing Mix ◽  
A Value ◽  
Verification Methods

The purpose of this study was to determine the effect of marketing mix and service quality on JKN customer satisfaction at the Tasikmalaya City Clinic, this study uses descriptive and verification methods, data analysis uses descriptive analysis and multiple regression. The results revealed 1) marketing mix influenced JKN customer satisfaction with a value of 0.589, 2) service quality affected JKN customer satisfaction with a value of 0.669, and 3) marketing mix and service quality jointly influenced JKN customer satisfaction with a value of 0.684. Conclusion, there is an effect both directly and jointly the marketing mix and service quality on customer satisfaction National Health Insurance in the Tasikmalaya City clinic. Keywords: Marketing Mix, Service Quality and Customer Satisfaction

scholarly journals THE INFLUENCE OF BRAND EXPERIENCE AND SERVICE QUALITY TO CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION IN STARBUCKS COFFEE MALANG

2018 ◽  
pp. 185
Author(s):  
Aldeline Nolita Devia
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Brand Experience ◽  
Test Results ◽  
A Value

<p align="center"><strong>ABSTRACT</strong></p><p>This study discusses the effect of Brand Experience and service quality on customer loyalty mediated customer satisfaction. The purpose of this study was to determine and analyze in depth the effect of brand experience and service quality on customer loyalty mediated customer satisfaction at Starbucks Coffee Malang. This research uses explanatory research that explain the causal relationship between the variables studied.By using a survey of 180 respondents to test the research hypothesis.Research data analysis using the test instrument, the classical assumption test, multiple linear regression, and path analysis / Path Analysis. The test results prove the instrument has met the criteria of validity and reliability, the classic assumption test results also have met the criterion of the assumptions of normality, autocorrelation, Non-Multicolinearity and heterocedastisity. In this study obtained; a). Brand experience on consumer satisfaction with the value of 0.309, or 30.9%, b). The quality of service to customer satisfaction with the value of 0.387 or 38.7%., C). Brand experience on consumer loyalty to the value of 0.216 or 21.6%., D). Service quality on customer loyalty with a value of 0,305 or 30.5%., E). Effect of brand experience and service quality customer satisfaction with the value of 0.581 or 58.1%., F). Effect of brand experience and service quality on customer loyalty with a value of 0.657 or 65.7%., G). Effect of brand experience and service quality on customer loyalty mediated consumer satisfaction with the value of 0.438 or 43.8%. Based on these results, it is necessary to enhance the consumer's commitment to give satisfaction to the consumers better by excellent service or "service excellence" is the attitude and serve with satisfactory manner from the present level while maintaining the brand experience Starbucks Coffee Malang.</p><p>KEYWORDS: Brand experience (<em>Sensory, Affection, Behavior, Intellectual</em>), Quality of service (reliable, responsiviness, empathy), loyalty, customer satisfaction.</p>

scholarly journals The Effect of Position Mix, Service Quality, and Positioning on Customer Loyalty to Customer Satisfaction at XBCA Bank

2021 ◽  
Vol 58 (1) ◽  
pp. 1292-1301
Author(s):  
Mochammad Jasin Et al.
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Research Method ◽  
Education Level ◽  
Equation Modeling ◽  
A Value ◽  
Gender Education ◽  
Branch Office

The purpose of this research is to analysis the effect of the promotion mix, service quality, and positioning on customer loyalty to customer satisfaction at Bank XBCA Area,Main Branch Office (KCU) and Sub Branch Office (KCP) Pangeran Jayakarta. The sample in this study numbered 315 respondents from several criteria such as, age, gender, education level, and professional. The research method is quantitative approachusing Structural Equation Modeling. The research results show that the promotion mix had a significant effect on customer satisfaction with a value of 3.90> 1.96. Service quality has a significant effect on customer satisfaction with a value of 2.48> 1.96. Positioning affects customer satisfaction with a significant value of 7.97> 1.96. promotion mix variable, service quality, and positioning simultaneously have a significant effect on customer loyalty through customer satisfaction.

scholarly journals Relationship between Marketing, Service Quality and Satisfaction on Customer Loyalty Of Bank Syariah Mandiri Banyuwangi

2019 ◽  
Vol 2 (2) ◽  
pp. 91-100
Author(s):  
Dwi Ratnasari ◽  
Sasongko
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Regression ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Research Findings ◽  
Marketing Service ◽  
The Relationship

The purpose of this study is to examine the effect of the relationship between marketing, service quality, and satisfaction on customer loyalty of Bank Syariah Mandiri in Banyuwangi district. The samples consist of 150 customers of Bank Sharia Mandiri Banyuwangi. Samples were chosen by accidental sampling. Data were analyzed using multiple regression. The research findings reveal that relationship marketing, quality of service, and customer satisfaction have positive and significant effect on customer loyalty.

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.

Pengaruh E-Service Quality terhadap Customer Satisfaction dan Loyalty pada Pengguna Gopay di Indonesia

2020 ◽  
Vol 4 (2) ◽  
pp. 11
Author(s):  
Miranda Berliana ◽  
Dinda Amanda Zulestiana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model

Abstrak: Pada era modern saat ini kemajuan teknologi semakin berkembang pesat dan membawa kita kepada arah basis digital dan mobile. Fenomena tersebut dimanfaatkan oleh industri perbankan untuk berinovasi dalam hal pembayaran secara elektronik yang biasa kita sebut dengan e-money. Uang elektronik muncul dipicu dengan adanya tuntutan dari masyarakat saat ini. Sistem pembayaran yang ada saat ini dituntut untuk dapat melayani setiap kebutuhan masyarakat dalam pemindahan dana dengan efektif dan efisien. Salah satu inovasi yang diluncurkan saat ini adalah Gopay, metode pembayaran berbasis server yang dikeluarkan oleh Gojek Indonesia. Penelitian ini memiliki tujuan yaitu menentukan efek e-service quality pada customer satisfaction dan customer loyalty pelanggan Gopay di Indonesia. Kuesioner dikumpulkan secara online dengan menggunakan google form sebanyak 400 responden. Pengolahan data menggunakan Structural Equation Model (SEM) dengan menggunakan bantuan program AMOS 24. Berdasarkan hasil penelitian ditemukan bahwa e-service quality memiliki pengaruh positif terhadap customer satisfaction, yang dimana customer satisfaction sendiri memiliki pengaruh yang positif terhadap customer loyalty, namun ditemukannya ketidak pengaruhan yang positif bagi e-service quality terhadap customer loyalty.

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