scholarly journals PENGARUH SERVICE QUALITY, TRUST TERHADAP CUSTOMER SATISFACTIONS SERTA DAMPAKNYA PADA REPATRONAGE INTENTIONS PADA LAZADA (STUDI PADA PENGGUNA LAZADA DI KECAMATAN KEBUMEN)

2019 ◽  
Vol 1 (1) ◽  
pp. 92-100
Author(s):  
Eva Ristiyani ◽  
Harini Abrilia Setyawati
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Likert Scale ◽  
Purposive Sampling ◽  
Analysis Technique

This study aims to analyze the effect of service quality, trust, on customer satisfaction and its impact on repatronage intentions. Data collection was carried out using a questionnaire using a 4-category Likert scale. This study sampled 100 respondents in the community in Kebumen District. The method used is purposive sampling. The hypothesis was tested using a path analysis technique with the help of the SPSS 22.00 for windows program. The results showed that all variables are valid and reliable, there is no multicollinearity, and also heteroscedasticity does not occur and the model meets the assumption of normality. The effect of service quality on customersatisfactions shows that service quality has a significant effect on customer satisfaction. The influence of trust on customer satisfaction shows that trust has a significant effect on customer satisfaction. The effect of service quality on repatronage intentions shows that service quality has a significant effect on repatronage intentions. The effect of customer satisfaction has a significant effect on repatronage intentions.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH MELALUI CITRA PERUSAHAAN SEBAGAI VARIABEL MEDIASI

2018 ◽  
Vol 7 (12) ◽  
pp. 6675
Author(s):  
I Made Deddy Saputra ◽  
I Nyoman Nurcaya
Keyword(s):  
Quality Of Service ◽  
Image Quality ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Corporate Image ◽  
Analysis Technique

Customer satisfaction is an important element in determining and maintaining and growing the company. To be able to develop loyalty among its customers, banks need to know what factors influence loyalty and assess their performance in these factors. This research was conducted at PT. BPR Bali Dananiaga Denpasar. The number of respondents of this study were 117 respondents. Data collection is done through observation, interview and questionnaire. This research uses instrument test by using path analysis technique. Based on the analysis result found that service quality variable have positive and significant effect to company image. Quality of service has a positive and significant impact on customer loyalty. So the better the service quality of PT. BPR Bali Dananiaga, it will increase customer loyalty in PT. BPR Bali Dananiaga in Denpasar City. Corporate image has a positive and significant impact on customer loyalty. Corporate image proved able to mediate positively and significantly influence between service quality to customer loyalty.

scholarly journals The Influence of Facility and Service Quality towards Customer Satisfaction and Its Impact on Customer Loyalty in Borobudur Hotel in Jakarta

2017 ◽  
Vol 8 (1) ◽  
pp. 23 ◽  
Author(s):  
Rianto Nurcahyo ◽  
Annisa Fitriyani ◽  
Irma Nur Hudda
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Hospitality Industry ◽  
Analysis Technique

Hotel developments currently grow very rapidly. The emergence of new hotels increases the competition in the hospitality industry. This research aimed to determine the influence of the facilities, the quality of service to customer satisfaction and its impact on customer loyalty in Borobudur Hotel in Jakarta. Data collection were done by distributing questionnaires directly to 360 customers in Borobudur Hotel, Jakarta. The analysis technique used path analysis. The results of this research indicate that the variables of facilities, service quality, and customer satisfaction significantly affect customer loyalty variables simultaneously or partially. In addition, facilities and quality of service variable have a significant effect on customer satisfaction variables.

scholarly journals PERAN KEPUASAN MEMEDIASI KUALITAS PELAYANAN DAN PERSEPSI HARGA TERHADAP WOM PADA LAYANAN GO-JEK DI DENPASAR

2019 ◽  
Vol 8 (4) ◽  
pp. 2466
Author(s):  
Made Ayu Somantari ◽  
Ni Made Rastini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Sample Size ◽  
Word Of Mouth ◽  
Likert Scale ◽  
Price Perception ◽  
Transportation Service ◽  
Analysis Technique ◽  
The Impact

 This study is aimed to analyse the impact of service quality, price perception, to word of mouth (WOM) through customer satisfaction as intervening. The study was conducted at Denpasar, Bali with a population all customers of Go-Jek transportation service and the sample size of 100 respondens. The data were collected by distributing questionnaires and using a Likert scale to measure 15 indicators. The analysis technique used in this research is path analysis, accompanied by classical assumption tests and Sobel test. The result of this study indicates that service quality and price perception has a positive and significant effect to customer satisfaction, service quality and price perception has a positive and significant effect towards WOM, customer satisfaction has a positive and significant effect towards WOM and customer satisfaction positively and signifianly mediatesthe effect of service quality and price perception to WOM. The results also showed that satisfaction is able to mediate the effect of service quality and price perception towards the positive WOM. Keywords: service quality, price perception,customer  satisfaction, word of mouth

scholarly journals Keputusan Pembelian Ulang Melalui Kepuasan Konsumen sebagai Variabel Intervening Ditinjau Dari Kualitas Produk Dan Kualitas Pelayanan Pada Pasar Triwindu Surakarta

2020 ◽  
Vol 4 (01) ◽  
Author(s):  
Ayu Wardani ◽  
Sri Hartono ◽  
Eny Kustiyah
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Sampling Technique ◽  
Likert Scale ◽  
Quality Service ◽  
The Relationship

The purpose of this study was to analyze whether the repurchase decision by product quality and service quality in Surakarta Triwindu Market. The population in this study is all consumers in Surakarta Triwindu Market. The sampling technique was accidental sampling, with 100 respondents. Data collection using a Likert scale questionnaire to measure respondent's answers. Path analysis to identify the relationship between product quality and service quality on repurchase decision s through customer satisfaction. The results showed that repurchase decision thought customer satisfaction were not significantly affected by product quality, while service quality on repurchase decisions through customer satisfaction significantly affected the Surakarta Triwindu Market Kerboard : Product quality, Service quality, Customer satisfaction, Repurchase decisions

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah dan Loyalitas Nasabah Tabungan Britama Pada PT. Bank Rakyat Indonesia (Persero) Tbk Cabang Samarinda

2020 ◽  
Vol 8 (3) ◽  
pp. 199
Author(s):  
Poppy Alvianolita Sanistasya
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Data Collection Methods ◽  
Savings Accounts ◽  
Collection Methods

This study aims to determine: (1) the effect of service quality on customer loyalty; (2) the effect of service quality on customer loyalty; (3) the effect of satisfaction on customer loyalty. The type of research (explanatory effect). Samples of 110 respondents of savings accounts in BRI branch Samarinda. This study uses survey methode and data collection methods using questionnaires. Analysis of data used path analysis. Results of the path analysis can be seen that: (1) service quality variable have a significant effect on customer satisfaction variable; (2) service quality variable have a significant influence on customer loyalty variable; (3) customer satisfaction variable do not have a significant effect on customer loyalty variable.

scholarly journals PENGARUH BAURAN PROMOSI, KUALITAS PELAYANAN, DAN CITRA PERUSAHAAN TERHADAP KEPUASAN JAMAAH UMROH AL-SHAHBA MALANG MELALUI KEPERCAYAAN JAMAAH SEBAGAI VARIABEL INTERVENING

2020 ◽  
Vol 14 (2) ◽  
pp. 161-172
Author(s):  
Maulidia Wulan Anggraini ◽  
Tin Agustina Karnawati ◽  
Widi Dewi Ruspitasari
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Path Analysis ◽  
Significant Influence ◽  
Sampling Technique ◽  
Corporate Image ◽  
Coefficient Of Determination ◽  
Purposive Sampling ◽  
Independent Variables ◽  
Variable Population

The purpose of the research is to determine the effect of the promotion mix, service quality, and company image toward satisfaction of Al-Shahba Malang pilgrims through the pilgrims’ trust as an intervening variable. Population of this research is based on consumer who choosing and using Al-Shahba Malang’s umrah package in 2016-2018 as many 276 people. Sample used in this research covers 163 consumer using purposive sampling technique. In this research, the data collection techniques is by questionnaires, interviews, observations, and documentations. The data gained from questionnaires was analyzed by using instrument test, path analysis, hypoteshis testing and the coefficient of determination with SPSS 21.0 version. The research proves that the three independent variables : promotion mix, service quality, and corporate image, has a positive and significant influence on the pilgrims’ trust. The promotion mix, service quality, and corporate image has a positive and significant influence on the pilgrims’ satisfaction. The pilgrims’ trust has a positive and significant influence on the pilgrims’ satisfaction. And the promotion mix, service quality, corporate image has a positive and significant indirect influence on the pilgrims’ satisfaction through pilgrims’ trust as an intervening variable.

scholarly journals PERAN NILAI PELANGGAN MEMEDIASI PENGARUH CITRA MEREK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN

2019 ◽  
Vol 8 (8) ◽  
pp. 5304
Author(s):  
Ni Wayan Dian Ratna Anggelina ◽  
Ni Made Rastini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Value ◽  
Brand Image ◽  
Significant Positive Effect ◽  
Analysis Technique ◽  
Positive Effect

The purpose of this study is to examine the role of customer value mediating the influence of brand image and service quality on customer satisfaction PT. Agung Automall Gianyar. Variables examined in this study are variable customer value, brand image, service quality and customer satisfaction. The number of samples taken was 100 respondents. The analysis technique used is path analysis using the sobel test. Based on the results of the analysis found that the brand image variable has a significant positive effect on customer value, the service quality variable has a significant positive effect on customer value, the brand image variable influences customer satisfaction, the service quality variable has a significant positive effect on customer satisfaction, the customer value variable has a significant positive effect on customer satisfaction, customer value variables have a significant positive effect on mediating brand image on customer satisfaction, customer value variables have a significant positive effect on mediating service quality to customer satisfaction. Keywords: customer value, brand image, service quality, customer satisfaction

scholarly journals PERAN WORD OF MOUTH DALAM MEMEDIASI HUBUNGAN BRAND AWARENESS DENGAN PURCHASE INTENTION

2019 ◽  
Vol 8 (9) ◽  
pp. 5783
Author(s):  
A.A Istri Wimas Krisyanti ◽  
Gede Bayu Rahanatha
Keyword(s):  
Data Collection ◽  
Path Analysis ◽  
Purchase Intention ◽  
Word Of Mouth ◽  
Practical Implication ◽  
Likert Scale ◽  
Brand Awareness ◽  
Analysis Technique

The purpose of this study is to examine the effect of brand awareness on purchase intention through word of mouth on prospective Maybelline consumers. This research was conducted in Denpasar City with 110 respondents. Data collection by distributing questionnaires and measured using a Likert scale. The analysis technique used is path analysis, sobel test and VAF test. The results found that brand awareness has a positive and significant effect on purchase intention, brand awareness has a positive and significant effect on WOM, WOM has a positive and significant effect on purchase intention, and WOM is able to mediate the influence of brand awareness on purchase intention. The practical implication in this research is that Maybelline Management can increase its advertising, carry out promotions such as giving coupons to consumers if they recommend buying Maybelline products to their friends, as well as strengthening their image to the eyes of consumers. Keywords: brand awareness, word of mouth, purchase intention  

scholarly journals Pengaruh Kualitas Layanan terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan sebagai Variabel Intervening (Studi pada Pelanggan Dunkin’ Donuts di Surabaya dan Sidoarjo)

2018 ◽  
Vol 9 (1) ◽  
pp. 43
Author(s):  
Kiki Amelia Dewi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Likert Scale ◽  
Scale Analysis ◽  
Men And Women ◽  
Probability Sampling ◽  
Sample Object

The purpose of this study is to find out is there any influence of service quality on customer loyalty through customer satisfaction as intervening variable on customer Dunkin’ Donuts in Surabaya and Sidoarjo. This research using non-probability sampling with judgemental sampling as sampling category. This research take 220 people as a respondents of the sample object. The respondents of this research is the customer Dunkin 'Donuts men and women aged 18-50 years who have made a purchase and consume directly at the Dunkin' Donuts at least 2 times in the last 3 months. The instruments used is an observation, documentation, interview and questionnaire that analyzed using a Likert scale. Analysis of data using path analysis. The result of this research showed that there is any influence of service quality on customer loyalty through customer satisfaction as intervening variable.  

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