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.

scholarly journals The Effect of Service Quality on Customer Satisfaction at Koperasi Karyawan PT. Lotus Indah Textile Industry

2019 ◽  
Vol 2 (2) ◽  
pp. 172-178
Author(s):  
Damarsari Ratnasahara Elisabeth ◽  
Akhmad Nasir ◽  
Joko Suyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Correlation Coefficient ◽  
Textile Industry ◽  
Hypothesis Test ◽  
Test Reliability ◽  
Reliability Test ◽  
Processing Data ◽  
Dependent Variables ◽  
Independent Variable

This type of research uses a correlation coefficient, the sample used in this study is members who are also customers of Koperasi Karyawan PT. Lotus Indah Textile Industry in Surabaya as many as 50 customers who actively transact as many as 5 to 6 times each month. Processing data using validity test, reliability test and hypothesis test using t-test. The results of the correlation coefficient analysis using the SPSS 22.0 program amounted to 0.544 which means that there is an influence between employee service quality (x) on customer satisfaction (y). The results of the discussion and the results of testing the independent variable (x) service quality with dependent variables (y) customer satisfaction that H0 is rejected and H1 is accepted, because with t-count of 4.4917 > t table of 1.6672. This means that there is an influence of variable (x) on variable (y).

scholarly journals Service Quality and Customer Loyalty: A Study in Telecom Sector

2018 ◽  
Vol 7 (1) ◽  
pp. 60-66
Author(s):  
Mubashir Majid Baba
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Service Providers ◽  
Positive Impact ◽  
Mobile Service ◽  
Independent Variables ◽  
Independent Variable ◽  
Telecom Sector ◽  
The Impact ◽  
Sector Service

The objective of this paper is to study the impact of service quality gaps with customer loyalty in the Indian telecom sector. Service quality gaps has been considered as independent variable whereas customer loyalty was considered as dependent variable. Five antecedents of service quality gaps have been considered in this study viz. reliabilty, assurance, tangibility, empathy and responsiveness based on SERVQUAL model as given by Parsuraman, Zeithaml and Berry(1988). A survey-based exploratory and causal research design was used. A 27 items instrument was generated comprising of 22 items for the five antecedents of independent variables on the basis of the work of Parsuraman, Zeithaml and Berry(1988), and 5 items for customer loyalty on the basis of the work of Kaur and Soch (2012). The data was collected from 163 customers using mobile service of two telecom operators of J&K (BSNL and Airtel) through structured questionnaires. Cronbach’s coefficient alpha was used to determine the reliability of the instrument. Multiple regression analysis was used to determine the causal relationship between both the independent & dependent variable. Results depicted that the service quality gaps has significant and positive impact on customer loyalty. The study suggests that the service providers should put their endeavor to upgrade the technology and serve the customers with modern equipments.

scholarly journals THE EFFECT OF CAREER DEVELOPMENT AND ORGANIZATIONAL COMMITMENT TO EMPLOYEE PERFORMANCE WITH JOB SATISFACTION AS A MODERATING VARIABLE IN PT. P&P LEMBAH KARET

2020 ◽  
Vol 2 (2) ◽  
pp. 268-277
Author(s):  
Rio Andhika Putra ◽  
Dori Mittra Candana ◽  
Nandan Lima Krisna
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Career Development ◽  
Data Collection ◽  
Employee Performance ◽  
Statistical Test ◽  
Test Reliability ◽  
Reliability Test ◽  
Relationship Of ◽  
The Relationship

This study aims to determine how much influence the Career Development and Organizational Commitment on Employee Performance with Job Satisfaction as a Moderating Variable at PT. P&P Valley Karet. Methods of data collection through the distribution of questionnaires with a sample of 77 respondents PT. P&P Valley Karet. The analytical methods used are validity test, reliability test, classic assumption test, statistical test and MRA test. Based on the results of the study found that Career Development has a positive and significant effect on Employee Performance with a significant level (0.009 <0.05). Organizational Commitment has a positive and significant effect on Employee Performance with a significant level (0,000 <0.05). Career Development moderates the relationship of Job Satisfaction to Employee Performance with a significant level (0.041 <0.05). Organizational Commitment moderates the relationship of Job satisfaction with Employee Performance with a significant level (0,000 <0.05). Career Development Contribution and Organizational Commitment to Employee Performance is 58.4% while the remaining 41.6% is influenced by other variables outside this study. Finally, the authors suggest to the management of PT. P&P Lembah Karet that Employee Performance will improve if management enhances Career Development, Organizational Commitment and Job Satisfaction through its indicators.

Efek Harga, Kualitas Pelayanan, dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan PT. Prodia Widyahusada cabang Batam

2021 ◽  
Vol 11 (1) ◽  
pp. 63-68
Author(s):  
Silvia Revana Auzar ◽  
Frentina Eka Ningrum Tyastuti
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Reliability Test ◽  
Testing Technique ◽  
Independent Variable ◽  
Questionnaire Method

This study aims to examine and analyze the effect of price, service quality, customer satisfaction on customer loyalty at PT. Prodia Widyahusada Batam Branch. Data collection was carried out by distributing questionnaires to 96 customers of PT. Prodia Widyahusada Batam Branch. The sampling technique used is the questionnaire method and the reliability test data testing technique with Cronbach's Alpha. Classical assumption test and multiple linear regression analysis, to test and prove the research hypothesis. The results of the analysis show that price, service quality and customer satisfaction have a positive and significant effect on customer loyalty. Hypothesis testing using the t test shows that the variables of price, service quality and customer satisfaction that have been studied have a significant effect on customer loyalty variables. Then through the F test, it can be seen that the variables of price, service quality and customer satisfaction have a significant effect on customer loyalty together. The Rsquare number of 0.358 indicates that 35.8 percent of the variation in customer loyalty can be explained by one independent variable used in the regression equation. While the remaining 64.2 percent is explained by other variables outside the variables used in this study

scholarly journals PENGARUH KUALITAS PELAYANAN, PERSEPSI HARGA DAN CITRA MEREK TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA TRANSPORTASI OJEK ONLINE (Studi Pada Pelanggan GrabBike Di Kota Medan).

2019 ◽  
pp. 183-196
Author(s):  
Gloria J.M Sianipar
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Reliability Test ◽  
Linear Regression Equation ◽  
Price Perception ◽  
The Impact

This research aims to analyze the impact of Service Quality, Price Perception and Brand Image on Customer Satisfaction of The User of Online Transportation (Case on The User of GrabBike in Medan). Data collection empasys a sample of 100 from 32 items using Likert Scale standard of measurement. In this research, free variables consist of service quality, price perception, and brand image. Bound variable is customer satisfaction. Testing includes test the validity, reliability test and assumptions classic. While the method of data analysis used multiple linear regression.The result of ttest showed that the service quality, price perception and brand image has a significant effect on customer satisfaction. The results of signification value for each variable, both variables X and variable Y is above the alpha value (0.05), resulting in acceptance of H1and H0rejection. The result of F test showed that the service quality, price perception and brand imageworked togetherto gave positive and significant contribute on customer satisfaction.In accordance with a multiple linear regression equation, Y = 2,689 + 0,106 X1 + 0,133X2 + 0,141X3 +e. So in essence, variable X has a significant effect at customer satisfaction.The result of this research were brand image has the highest significant effect to customer satisfaction.

scholarly journals THE EFFECT OF BRAND IMAGE AND BRAND TRUST ON CUSTOMER LOYALTY IN THE CAMEL BRAND ACTIVE SHOES AT SOGO TUNJUNGAN PLAZA IV SURABAYA

2019 ◽  
Vol 1 (2) ◽  
pp. 221-224
Author(s):  
Diana Deta Sari ◽  
Sengguruh Nilowardono ◽  
Ani Wulandari
Keyword(s):  
Data Collection ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Brand Image ◽  
Hypothesis Test ◽  
Linear Analysis ◽  
Test Reliability ◽  
Reliability Test ◽  
Brand Trust ◽  
Research Population

ABSTRACT This study aims to analyze the effect of brand image and brand trust on customer loyalty in the Camel brand Active Shoes at Sogo Tunjungan Plaza IV Surabaya. This research is quantitative research. Population and sample based on questionnaire distribution to consumers who have made a repeat purchase, have had it before, and visited the Camel brand Active Shoes product site at Sogo Tunjungan Plaza IV Surabaya many as 160 respondents. Furthermore, there are three variables used in this study, namely : brand image (X1), brand trust (X2), and customer loyalty (Y). The results show that the variable brand image (X1) has a significant effect partially on customer loyalty, while the variable brand trust (X2) has a significant effect partially on customer loyalty. Research the results variables brand image and brand trust have a significant effect simultaneously on customer loyalty in the Camel brand Active Shoes at Sogo Tunjungan Plaza IV Surabaya. Data collection techniques using interviews, observation and questionnaires. Analysis of the data used is validity test, reliability test, classic assumption test, multiple linear analysis test and hypothesis test. 

scholarly journals The effect of quality of the service upon customer satisfaction at royal safari garden resort and convention Cisarua Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 21
Author(s):  
Dwi Gemina ◽  
Rully Zulkiply
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Test Reliability ◽  
Reliability Test ◽  
Quality Service ◽  
Independent Variables ◽  
Physical Evidence ◽  
Regression Test ◽  
The Impact

This research aims to analyze the impact of quality of the service upon customer satisfaction at Royal Safari Garden Resort and Convention Cisarua Bogor. The questionniares have been distributed to 100 respondents. Type of the research is descriptive and verificative one. The questionnaire has applied validity test, reliability test and classics assumption. Likert scale has been used before applying multiple regression test to see the effect of five independent variables upon one dependent variable. The result has indicated that simultaneously and partially quality service (physical evidence, emphaty, reliability, responsiveness and guarantee) has positively and significantly affected the Customers satisfaction at Royal Safari Garden Resort and Convention Cisarua Bogor. Keywords : Service Quality, Customer Satisfaction, Royal Safari Garden Resord and Convention Cisarua Bogor.

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).

Customer satisfaction with sommelier services of upscale Chinese restaurants in Hong Kong

2019 ◽  
Vol 31 (4) ◽  
pp. 532-554 ◽  
Author(s):  
Tommy Lau ◽  
Man Lai Cheung ◽  
Guilherme D. Pires ◽  
Carol Chan
Keyword(s):  
Hong Kong ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Content Type ◽  
The Impact

Purpose The abolishment of the wine tax in Hong Kong has led to increased wine consumption and increased demand for wine-related professionals, such as sommeliers. Yet the importance of sommeliers’ value-adding performance in the context of upscale Chinese restaurants has not been examined. To address this gap, the SERVQUAL framework is adopted to examine the influence of sommeliers’ service quality (SQ) on customer satisfaction (CS) and loyalty in the context of upscale Chinese restaurants in Hong Kong. Design/methodology/approach The survey method is used to collect data from 302 units of the population of interest, partial least square-structural equation modelling (PLS-SEM) is used to test the links between constructs. Findings Four of the seven dimensions of sommeliers’ service quality, namely, empathy, tangibles, credibility and assurance, have a significant positive impact on customer satisfaction and customer loyalty, whereas the impact of perceived value and responsiveness on customer satisfaction and customer loyalty is positive but only marginally significant. Reliability has a weak and non-significant impact on customer satisfaction and customer loyalty. Research limitations/implications Examining a small number of upscale Chinese restaurants in Hong Kong limits generalisation of the findings to other contexts. Replication of the research in different contexts will enhance generalizability. In terms of implications, the discussion highlights the importance of sommeliers’ service performance on customers’ SQ perceptions SQ, CS and loyalty, all of which are important variables for restaurateurs. Originality/value To the best of the authors’ knowledge, this is the first study of the influence of the quality of sommelier’s SQ on CS and loyalty in upscale Chinese restaurants in Hong Kong. Given the lack of attention to this service role in the literature, the study contributes theory from which further understanding can develop.

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