scholarly journals Effect of marketing mix and service quality on customer satisfaction and loyalty (A study on PT. Mutiara Cemerlang Utama Bali)

2021 ◽  
Vol 4 (2) ◽  
pp. 77-84
Author(s):  
Ni Nyoman Ardani ◽  
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Marketing Mix ◽  
Partial Least Square ◽  
Analysis Tool ◽  
Significant Positive Effect ◽  
Positive Effect ◽  
Customer Satisfaction And Loyalty

The COVID – 19 pandemic been made bad impact all tourism sector. Travels agents need to be adapted to pandemic condition to survive in this current situation. The purpose of this research is to test the influence of marketing mix, quality of service on customer satisfaction and loyalty. This study took samples on the research population customers of PT. Mutiara Cemerlang Utama Bali who buys domestic and international flight tickets, makes hotel room reservations, tour package, India pilgrimage tours, assistant to make passport and visa extension. This research leads to descriptive and verificative research called explanatory research. The data was collected by interviewing and disseminating questionnaires by purposive sampling method processed using Partial Least Square (PLS) analysis tool, the number of samples used by 120 samples. The results obtained in this study are that the marketing mix has a significant positive effect on customer satisfaction, the quality of service has a significant positive effect on customer satisfaction, but marketing mix and quality of service have a positive effect on customer loyalty. This is due to several factors that affect such as the price competition of travel agents. Customer satisfaction has a positive and significant effect on customer loyalty.

scholarly journals Faktor Yang Mempengaruhi Kepuasan dan Loyalitas Pengguna E-Channel pada Nasabah BSI KCP Ponorogo

2021 ◽  
Vol 1 (2) ◽  
pp. 146-157
Author(s):  
Maulida Nurhidayati ◽  
Novi Kurnia Cahyani
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Partial Least Square ◽  
Least Square ◽  
Electronic Channel ◽  
Electronic Channels ◽  
Pls Method ◽  
Customer Satisfaction And Loyalty

Technology that is growing rapidly penetrates all fields, including banking. Banking began to penetrate technology with the innovation of electronic channels or e-channels. Bank Syariah Indonesia KCP Ponorogo always strives to improve the ease and quality of service provided to increase customer satisfaction and loyalty. The results of interviews with customers showed that there are still customers who feel dissatisfied with e-channel provided by BSI and services that are still considered less than optimal which resulted in customers becoming dissatisfied and disloyal to BSI. This research aims to analyze the effect of ease and quality of service on customer satisfaction and loyalty and whether satisfaction can mediate the influence of ease and quality of service on customer loyalty. This research is a quantitative study with samples are BSI customers of e-channel users as many as 100 customers with sampling techniques are Incidental sampling. The data is collected by distributing questionnaires to a sample of 100 customers. The data is analyzed by the partial least square (PLS) method. The results showed that ease and quality of service affect customer satisfaction, ease has no effect on customer loyalty but the quality of service and customer satisfaction affect customer loyalty, In addition, customer satisfaction can mediate the influence of ease on customer loyalty and can mediate the influence of quality of service on customer loyalty. Based on these results, BSI can start improving the quality of existing services so that customer satisfaction and loyalty increase. In addition, there needs to be an easy guide to be followed by customers so that customers become active in using the e-channel facilities provided.Teknologi yang berkembang dengan pesat merambah semua bidang tidak terkecuali perbankan. Perbankan mulai merambah teknologi dengan adanya inovasi yaitu adanya electronic channel atau e-channel. Bank Syariah Indonesia KCP Ponorogo senantiasa berusaha meningkatkan kemudahan dan kualitas pelayanan yang diberikan untuk meningkatkan kepuasan dan loyalitas nasabah. Hasil wawancara dengan nasabah menunjukkan bahwa masih adanya nasabah yang merasa tidak puas dengan e-channel yang disediakan oleh BSI serta pelayanan yang masih dianggap kurang optimal hingga mengakibatkan nasabah menjadi tidak puas dan tidak loyal pada BSI. Penelitian ini bertujuan untuk menganalisis pengaruh kemudahan dan kualitas pelayanan terhadap kepuasan dan loyalitas nasabah serta apakah kepuasan mampu memediasi pengaruh kemudahan dan kualitas pelayanan terhadap loyalitas nasabah. Penelitian ini merupakan penelitian kuantitatif dengan sampel  nasabah BSI pengguna e-channel sebanyak 100 nasabah dengan teknik pengambilam sampel Insidental sampling. Data dikumpulkan dengan menyebarkan angket kepada sampel 100 nasabah. Data dianalisis dengan metode partial least square (PLS). Hasil penelitian menunjukkan bahwa kemudahan dan kualitas pelayanan berpengaruh pada kepuasan nasabah, kemudahan tidak berpengaruh pada loyalitas nasabah akan tetapi kualitas pelayanan dan kepuasan nasabah berpengaruh pada loyalitas nasabah, Selain itu, kepuasan nasabah mampu memediasi pengaruh kemudahan terhadap loyalitas nasabah serta mampu memediasi pengaruh kualitas pelayanan terhadap loyalitas nasabah. Berdasarkan hasil ini pihak BSI dapat mulai meningkatkan kualitas pelayanan yang telah ada agar kepuasan dan loyalitas nasabah semakin meningkat. Selain itu perlu adanya panduan yang mudah untuk diikuti oleh nasabah agar nasabah menjadi aktif dalam menggunakan fasilitas e-channel yang disediakan.

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 HARGA, PROMOSI, DAN KUALITAS PELAYANAN SEBAGAI ANTESEDEN KEPUASAN PELANGGAN YANG DI MEDIASAI OLEH KEPUTUSAN MENGGUNAKAN OJEK ONLINE DI YOGYAKARTA

2020 ◽  
Vol 9 (2) ◽  
pp. 241
Author(s):  
Taufiq Hidayat ◽  
Sukardi Sukardi
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Sampling Method ◽  
Sampling Technique ◽  
Primary Data ◽  
Analysis Tool ◽  
Independent Variables ◽  
The City ◽  
Positive Effect

Customer satisfaction is an asset for the company to be a benchmark for the company's success in serving customers. Since its establishment in 2010, GOJEK has consistently  served  the  community,  presenting  efficient  and  effective transportation  to the Indonesian people spread across several cities. By maintaining the values of a friendly Indonesian character. The population in this study were GO-JEK users. While the sample in this study is GO-JEK users more than once in the city of Yogyakarta.  The sampling technique uses a non-probability sampling method. While the data used in this study are primary data by  obtaining the data needed by  using information techniques, namely by distributing  questionnaires.  The analysis tool uses multiple linear regression, and doing a partial test  knowing  whether the independent variables individually have a significant effect on the dependent variable, do the r-test to measure the ability of the model to explain the ability of the dependent variable.The results of the analysis can be concluded that: Price does not have a positive effect on user decisions. Promotion does not have a positive effect on user decisions. Service quality does not have a positive effect on user decisions. User decisions have a positive effect on customer satisfaction. User decisions do not mediate between Price, Promotion and Quality of Service.

scholarly journals Pengaruh Kualitas Pelayanan Islami Terhadap Kepuasan dan Loyalitas Nasabah Bank BRI Syariah Surabaya

2015 ◽  
Vol 1 (9) ◽  
pp. 622
Author(s):  
Rizky Pratama Putra ◽  
Sri Herianingrum
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Partial Least Square ◽  
Least Square ◽  
Religious Knowledge ◽  
Loyal Customer ◽  
Customer Satisfaction And Loyalty

This study aims to determine the influence of the Islamic service quality on customer satisfaction and loyalty switching intentions moderated by religious knowledge level in in Customer of BRISyariah Bank in Surabaya.The research method used is quantitative approach. This research use a total of 96 customers of BRISyariah Surabaya. Customer characteristics used are Moslem, registered as a funding or deposit customer for at least a year. The sampling technique is purposive sampling. This research uses a method PLS (Partial Least Square).The results showed that Islamic service quality has a positive and significant impact on customer satisfaction. Other results showed that customer satisfaction has significant impact to customer loyalty and Islamic service quality has significant effect on customer loyalty. This results in accordance with the theory of Othman and Owen that CARTER could be used to measure the quality of service on Islamic Banking. Suggestion for the BRISyariah Bank in Surabaya should maintain and improve its service quality in order to improve satisfaction and form a loyal customer. For further research, can be done by adding another variable which affect customer satisfaction and loyalty.

scholarly journals PERSEPSI NILAI PELANGGAN MEMEDIASI PENGARUH KEPERCAYAAN MEREK DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN BERBELANJA ONLINE (STUDI KASUS PADA ZALORA ONLINE SHOP)

2018 ◽  
Vol 7 (5) ◽  
pp. 2353
Author(s):  
Dicka Puspita Ayu ◽  
Eka Sulistyawati
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Positive Impact ◽  
Analytical Data ◽  
Brand Trust ◽  
Significant Positive Effect ◽  
Positive Effect

ABSTRACT The purpose of this study is the role of customer value perception mediate brand trust and quality of service on customer loyalty online shopping (case study on Zalora Online shop). This research was conducted in Zalora Online shop with analytical data path analysis technique. The number of samples obtained by using non-probability sampling method is 150 respondents. Based on the results of the analysis can be known brand trust has a significant positive effect on customer loyalty. Quality of service has a significant positive effect on customer loyalty. Brand trust has a significant positive effect on the perception of customer value. Quality of service has a significant positive effect on the perception of customer value. The perception of customer value has a significant positive effect on customer loyalty. Customer value perceptions mediate the positive impact of brand trust and service quality on customer loyalty shopping at Zalora Online shop.   Keywords: Customer value, brand trust, service quality, customer loyalty

A Comparative Study on GSTS Used in Hotels in Pune

2015 ◽  
Vol 1 (2) ◽  
Author(s):  
Priya Ranade ◽  
Trupti Chavan
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Comparative Study ◽  
Customer Loyalty ◽  
Hotel Industry ◽  
Management Approach ◽  
Guest Satisfaction ◽  
Online Feedback ◽  
Customer Satisfaction And Loyalty

In order to be successful in the market it is not sufficient to attract new customers, hotels/managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry customer satisfaction is largely hooked upon quality of service. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the hotel. Hotels use a variety of techniques to track Guest satisfaction levels. This research tracks down which are the best and the most used techniques adopted by the hotels and explains why GSTS and online feedback serves as the best method out of all the various techniques. It categorically explains various timelines followed transparency level and hierarchy at which such GSTS reports are reviewed. This research also evaluates the use, effect, and convenience of the GSTS on hotels in Pune region. The data is clearly represented in form of pie charts and graphs to understand the findings at a glance.

scholarly journals The Impact of Product, People, Process Dan Physical Evidence on Customer Loyalty at PT. Samudera Shipping Services - Surabaya

2014 ◽  
Vol 1 (01) ◽  
Author(s):  
* Mukhsinah
Keyword(s):  
Customer Loyalty ◽  
Marketing Mix ◽  
Partial Least Square ◽  
Equation Modeling ◽  
Significant Positive Effect ◽  
Product Price ◽  
Physical Evidence ◽  
Study Results ◽  
The Impact ◽  
Positive Effect

This study aims to determine the effect of product, people, process and physical evidence on customer loyalty St PT. Samudera Shipping Services - Surabaya. The variables used in this study are the independent variable ( X ) consisting of the Product ( X1 ) , People ( X2 ) , Process ( X3 ) , and Physical Evidence and the dependent variable ( Y ) that is customer loyalty. The theory used is Kotler & Keller ( 2009 ) marketing mix refers to the concept of the traditional marketing mix consists of 4Ps , namely product , price , place / location and promotion expanded with the addition of non- traditional elements , namely people , physical facilities and processes to be seven elements (7P) . However, the study was taken 4 P, which are product, people, process and physical evidence. And the Sheth theory on Tjiptono (2012:482) customer loyalty is a deeply held commitment to re- buy or subscribe to a product / service consistently preferred in the future, giving rise to a series of purchase of the product or the same product over and over, despite situational influences and marketing efforts have the potential to cause switching behavior to similar competitors. This study of causal research is looking for a research and describe the relationship (cause and effect) and the effect of study variables to be concluded (Maholtra , 2005 , p.100 ) . The population that will be used and examined in this study are customers of PT. Samudera Shipping Services Branch Office Surabaya in 2011-2013. Data analysis techniques used in this research is to use the method of Structural Equation Modeling (SEM) with software Smart PLS (Partial Least Square). The study results showed that the product variable significant positive effect on loyalty , the value of t - statistic greater than 1.96 indicates that 3,020 . These results indicate that the first hypothesis , H1 : Product effect on loyalty , is accepted . For people variable has no effect on customer loyalty , the value of t - statistics that show less than 1.96 which is 1,163 . So the second hypothesis ( H2 ) "The effect on customer loyalty " , be rejected . Process Variables significant positive effect on customer loyalty , the value of t - statistic greater than 1.96 indicates that 2,420 . These results indicate that the third hypothesis ( H3 ) " Process effect on customer loyalty " stated diterima.Variabel physical evidence significant positive effect on customer loyalty , the value of t - statistic greater than 1.96 indicates that 5,335. These results indicate that the fourth hypothesis ( H4 ) " Physical evidence effect on customer loyalty " , is accepted.Keyword : product, people, process ,physical evidence, customer loyalty

scholarly journals Analisis Pengaruh Bauran Pemasaran, Loyalty Program, Intentions to Switch Terhadap Kepuasan Pelanggan dan Implikasinya Pada Loyalitas Pelanggan PT. Bank Negara Indonesia 46 Merauke

2020 ◽  
Vol 13 (1) ◽  
pp. 22-31
Author(s):  
Lia Yudar Pratiwi
Keyword(s):  
Customer Satisfaction ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Marketing Mix ◽  
Loyalty Programs ◽  
Significant Positive Effect ◽  
Loyalty Program ◽  
Analysis Technique ◽  
Negative Effect ◽  
Positive Effect

This study aims to analyze the effect of marketing mix on customer loyalty, analyze the effect of loyalty programs on customer loyalty, analyze the effect of intentions to switch on customer loyalty, analyze the effect of customer satisfaction on customer loyalty, analyze the effect of marketing mix on customer loyalty through customer satisfaction and analyze the effect loyalty program to customer loyalty through customer satisfaction PT. Bank Negara Indonesia 46 Merauke. The sample in this study was 76 customers. The analysis technique uses path analysis. The marketing mix has a significant positive effect on customer loyalty. The loyalty program has a significant positive effect on customer loyalty. Intentions to switch has a significant negative effect on customer loyalty. Customer satisfaction has a significant positive effect on customer loyalty. The marketing mix does not have a significant effect on customer loyalty through customer satisfaction. Loyalty programs do not significantly influence customer loyalty through customer satisfaction. Intentions to switch affect customer loyalty through customer satisfaction PT. Bank Negara Indonesia 46 Merauke.

scholarly journals PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEGABAI VARIABEL INTERVENING PADA PENGGUNA OJEK ONLINE GRAB (STUDI PADA MAHASISWA STIE TAMANSISWA BANJARNEGARA)

Medikonis ◽  
2020 ◽  
Vol 11 (1) ◽  
pp. 1-15
Author(s):  
Lustono Lustono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Negative Relationship ◽  
Sampling Technique ◽  
Significant Positive Effect ◽  
The Relationship ◽  
Positive Effect

ABSTRACT This study aims to determine the effect of service quality with price on customer loyalty through customer satisfaction as an intervening variable. STIE Tamansiswa Banjarnegara case study. In this study the independent variable consists of service quality and price, the intervening variable is customer satisfaction and the dependent variable is customer loyalty. The population of this study is 203 the total number of active students of STIE Tamansiswa Banjarnegara. While the sample of this study was 135 respondents. With accidental sampling technique. The type of research data is primer and data collection techniques using questionnaires. The results showed that partially the quality of service did not have a significant positive effect on customer loyalty. Price has a significant positive effect on customer loyalty. Service quality has a significant positive effect on customer satisfaction. Price has a significant positive effect on customer satisfaction. Customer satisfaction has a positive effect on customer loyalty. Customer satisfaction does not mediate the relationship between customer satisfaction and customer loyalty. Customer satisfaction can mediate a negative relationship between price and customer loyalty.

Customer Loyalty Creation Based On Customer and Trust Satisfaction from Quality of Service in Pt. Pharos Indonesia Branch Denpasar

2018 ◽  
Vol 9 (02) ◽  
pp. 20493-20502
Author(s):  
Ni Ketut Trisna Utami ◽  
I Wayan Sujana ◽  
I Nengah Suardhika
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Quality Of Services

This study aims to test and analyze service quality, customer satisfaction, trust and customer loyalty. This research was conducted at PT. Pharos Indonesia Denpasar Branch with research population is outlet that make purchasing, sample used 100 units with purposive sampling method. All data obtained from questionnaires are suitable for use, then analyzed using structural equation model based on variance analysis known as Partial Least Square (PLS). The results showed that the better the quality of service provided to customers, it will have a better impact on improving customer satisfaction, the better the quality of services provided to customers, it will have an impact on increasing trust customers, the more satisfied customers will have an impact on the increase of customer loyalty, the higher the trust the customer will have an impact on increasing customer loyalty, the more satisfied customers will have an impact on increasing trust customers and the better quality of services provided to customers will have an impact on increased customer loyalty. The implication of this research is that service quality can be improved by considering reliability, customer satisfaction can be improved by paying attention to customer satisfaction to the whole product. Trust can be improved by taking into account competence and customer loyalty can be improved by paying attention to make purchases regularly.  

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