scholarly journals ANALISIS DIMENSI SERVICE QUALITY, LOYALITAS, DAN KETERIKATAN PERUSAHAAN PENANAMAN MODAL ASING DI KAWASAN-KAWASAN INDUSTRI JAWA TIMUR.

2021 ◽  
Vol 2 (1) ◽  
pp. 32-48
Author(s):  
Hironimus Hari Kurniawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Contribution ◽  
Descriptive Study ◽  
Domestic Investment ◽  
Logistics System ◽  
Strategic Location ◽  
Main Factors ◽  
Quantitative Descriptive

This study examines Foreign Direct Investment (FDI/PMA) and Domestic Investment (DI/PMDN) which are relatively balanced (49.9% : 50.1%), and continue to be conducive during the Covid-19 Pandemic. In East Java Province, PMA continues to show a significant contribution to the national economy. This research is a descriptive study on the perspective of PMA tenant companies in the cities of Surabaya, Gresik, and Mojokerto, as a representation of the driver of the East Java Industry. The method used is a sequential explanatory research method, which is a quantitative descriptive study with a SERVQUAL (Service Quality) theoretical approach and dimensions of Loyalty and Engagement. The population is determined as many as 527 respondents, and then taken a sample of 228 respondents.The results of this study indicate that Customer Satisfaction has a high score of 88.02, Dissatisfaction is at a low level of 7.19, Customer Loyalty and Engagement are high at 77.59 and 88.36. These findings indicate that PMA customer satisfaction has been well appreciated by tenants, with several priority notes, especially to increase loyalty. The results of this study become an empirical indicator for management to understand important factors, especially for increasing satisfaction and loyalty, such as the focus on improving facilities and accelerating services. The main factors that contribute to loyalty are customer confidence in the management of the area which has shown good integrity and reputation among East Java industry players. The advantages of the logistics system, strategic location, and infrastructure advantages are at the top as recommendation factors.

scholarly journals How Service Quality Affects Customer Loyalty in the Online Transportation

2018 ◽  
Vol 2 (3) ◽  
pp. 105-108
Author(s):  
Putu Gde Arie Yudhistira
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Rapid Growth ◽  
Descriptive Study ◽  
Survey Method ◽  
Provincial Capital ◽  
Quantitative Descriptive

Online transportation in Indonesia is experiencing rapid growth. The existence of online transportation is not only in big cities, but has begun to spread to areas that can be categorized as second cities, including Denpasar City as the provincial capital of Bali. Increasingly intense competition, especially in the field of online transportation, where many producers are involved in fulfilling the needs and wants of consumers, causing each service company to place customer satisfaction orientation as the main goal to win the competition. This study aims to determine the effect of service quality offered by online transportation to customer satisfaction in Denpasar City, with the number of respondents as many as 100 respondents. This research is a quantitative descriptive study and the method of this research is a survey method with a questionnaire instrument. The results of the study influence the quality of service on customer satisfaction by 43.5% while the remaining 56.5% can be explained by other causes not examined in this study.

scholarly journals Pengaruh Service Quality Terhadap Customer Loyalty Melaui Customer Satisfaction Pelanggan Jawa Pos Radar Jember

2020 ◽  
Vol 16 (2) ◽  
pp. 264-293
Author(s):  
Narto ◽  
Suwignyo Widagdo ◽  
Agustin Hari Prastyowati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quality Service ◽  
Independent Variables ◽  
Digital Era ◽  
Normality Test ◽  
Dependent Variables ◽  
Quantitative Descriptive ◽  
Improve Service Quality

For print media, maintaining and adding customers is very important in today's digital era. Including Jawa Pos Radar Jember. Companies must improve Service Quality (service quality), to create and maintain Customer Loyalty (loyal customers). This research is quantitative descriptive. This study was conducted on Jawa Pos Radar Jember customers in Jember Regency, precisely in Sumbersari, Patrang and Kaliwates Regencies. Data collection techniques by observation, questionnaire and direct interview. The number of samples was 125 out of a population of around 7,500 subscribers to the Jawa Pos Radar Jember newspaper. This study uses Service Quality independent variables (Tangibility, Reliability, Responsiveness, Assurance, Empathy), Customer Satisfaction variablesand Customer Loyalty dependent variables. The analytical method used is multiple regression analysis with path analysis, classic assumption test (multicollinearity test, heteroscedasticity test, and normality test).The purpose of this study is 1) to testand analyze Reliability, Responsiveness, Assurance, Empathy effect on Customer Satisfaction and Customer Loyalty. 2) Test and analyze the moderation of Customer Satisfaction against Customer Loyalty.The results show that Tangibility, Responsiveness, Assurance, Empathy has no significant effect on Customer Satisfaction. Only reliability has a significant effect on Customer Satisfaction. Conversely, Reliabilty, Responsiveness, Assurance, Empathy has a significant effect on Customer Loyalty. Only, Tangibility is not a significant effect on Customer Loyalty. AndCustomer Saticfaction does not become intervening between Service Quality and Customer Loyalty Keywords: Service Quality, Customer Satisfaction dan Customer Loyalty

scholarly journals Does strategic location strengthen the relationship between Service Quality, Customer Satisfaction And Customer Loyalty?

2018 ◽  
Vol 2 (3) ◽  
pp. 34-38
Author(s):  
Arawati binti Agus
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Mediating Role ◽  
Significant Relationships ◽  
Strategic Location ◽  
Strategic Perspective ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

This study investigates the relationships between service quality determinants namely tangible, reliability, responsiveness, competency, courtesy and credibility, with customer satisfaction and loyalty in the context of Malaysian hypermarkets. The paper also investigates the mediating role of customer satisfaction and also determines whether location (from the strategic perspective) plays a significant moderating role in the customer satisfaction-customer loyalty linkage. The findings suggest that service quality has significant relationships with  customer satisfaction and customer loyalty measures. The result indicates that three service quality determinants specifically tangibles, courtesy and credibility demonstrate high associations with customer satisfaction and customer loyalty. The result suggests that customer satisfaction has significant mediating role in the relationship between service quality and customer loyalty. In addition, location moderates the linkage between customer satisfaction and customer loyalty in both directions. The findings suggest that a more strategic location of a hypermarket can strengthen the relationship between customer satisfaction and customer loyalty.

Price Analysis, Service Quality, Customer Satisfaction on Customer Loyalty at Pt. Tigaraksa Satria, Tbk Medan

2021 ◽  
Vol 8 (4) ◽  
pp. 86-91
Author(s):  
Teuku Sabri Albana Putra ◽  
Isfenti Sadalia ◽  
Beby Karina Fawzeea Sembiring
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Field Research ◽  
Secondary Data ◽  
Research Field ◽  
Primary Data ◽  
Quantitative Descriptive ◽  
Price Analysis ◽  
Positive Effect

This study aims to analyze how much influence price, service quality and customer satisfaction have on customer loyalty at PT. Tiga Raksa Satria Tbk Medan. This study used a quantitative descriptive method by using a normative approach (legal research) to obtain secondary data and an empirical approach (juridical sociological), to obtain primary data through field research (field research). The results showed that the effect of price, service quality and customer satisfaction on customer loyalty at PT. Tigaraksa Satria Tbk, and based on the research results are as follows: First, the effect of price on customer loyalty has a positive and significant effect, which means that if the price improves, customer loyalty will also improve. Second, the effect of service quality on customer loyalty has a positive and significant effect, which means that if service quality increases, customer loyalty will also increase. Third, the effect of customer satisfaction on customer loyalty has a positive and significant effect, which means that if customer satisfaction increases, customer loyalty will also increase. Fourth, the overall effect of price, service quality and customer satisfaction on customer loyalty has a positive effect, which means that if the three independent variables are continuously improved, customer loyalty will also increase. Therefore, it is hoped that PT. Tigaraksa Satria Tbk in terms of improving customer loyalty to pay more attention to the issue of price, service quality and customer satisfaction. In order to create good customer loyalty at PT. Tigaraksa Satria Tbk. Keywords: Price, Service Quality, Customer Satisfaction and Loyalty Customer.

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.

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.

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA MAKASSAR

2019 ◽  
Vol 3 (2) ◽  
pp. 228-244 ◽  
Author(s):  
Muhammad Rezha Pahlawan ◽  
Nurlia Nurlia ◽  
Abdul Rahman Laba ◽  
Erlina Pakki ◽  
Hardiyono Hardiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Indirect Effects ◽  
Analysis Method ◽  
Water Company ◽  
The Relationship ◽  
Intervening Variables ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.

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