scholarly journals Pengaruh Kualitas Pelayanan dan Kepuasan Nasabah Terhadap Loyalitas Nasabah di Bank Mandiri KCP Jamika Bandung

2021 ◽  
Vol 5 (2) ◽  
pp. 401
Author(s):  
Hengki Febrianto ◽  
Ramayani Yusuf
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sample Size ◽  
Customer Loyalty ◽  
Quantitative Methods ◽  
Coefficient Of Determination ◽  
Literature Study ◽  
Simultaneous Effect ◽  
Descriptive Approach

This study entitled the influence of service quality and customer satisfaction on customer loyalty at PT. Bank Mandiri KCP Jamika Bandung. This study aims to determine the effect of service quality and customer satisfaction on customer loyalty at PT. Bank Mandiri KCP Jamika Bandung. Researchers used quantitative methods with a descriptive approach. Data collection techniques using questionnaires, interviews, and literature study. The sample size was taken as many as 87 respondents. The results of this study found that the service quality has a partial effect of 0.000 <0.05. In addition, customer satisfaction does not have a partial effect of 0.325 > 0.05. For service quality and customer satisfaction have a simultaneous effect with the obtained f-table value has a large effect 59.24 > 3.11 on customer loyalty. Thus, the coefficient of determination obtained at the R square value is 0.587 or 5.87% with the remaining 41.3% caused by other elements that are not present in this study at PT. Bank Mandiri KCP Jamika Bandung.

scholarly journals Pengaruh Kualitas Layanan dan Penanganan Keluhan terhadap Loyalitas Nasabah dengan Kepuasan sebagai Variabel Intervening (Studi Kasus BPRS Suriyah Cabang Salatiga)

2020 ◽  
Vol 5 (2) ◽  
pp. 142
Author(s):  
Fernaldi Anggadha Ratno
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quantitative Methods ◽  
Statistical Tests ◽  
Sampling Technique ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Complaint Handling

The purpose of this study was to determine the effect of Quality of Service (X1) and Complaint Handling (X2) to Customer Loyalty (Y) with Satisfaction (Z) as an intervening variable. This study uses quantitative methods because it aims to confirm the data  obtained in the field with existing theories. Samples were obtained as many as 100 respondents of BPRS Suriyah Salatiga with accidental sampling technique. The data used in this study are primary data with a questionnaire. Data analysis used statistical tests through ttest test, f test, coefficient of determination (R2), instrument test, classical assumption test and Path Analysis test with the help of SPSS version 20. The result of this study indicate that service quality has a positive and significant effect on customer satisfaction, complaint handling has a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer loyalty, complaint handling has a positive and significant effect on customer loyalty, satisfaction has a positive and significant effect on customer loyalty, satisfaction mediates service quality to customer loyalty, and satisfaction mediates complaint handling to 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 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 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 PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN (Studi Pada Hotel Timor Megah Kota SoE, TTS)

2020 ◽  
Vol 10 (3) ◽  
pp. 375-393
Author(s):  
Donar W Selan ◽  
Juita L D Bessie
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Total Sample ◽  
Coefficient Of Determination ◽  
Quality Of Services ◽  
Literature Study ◽  
Independent Variable ◽  
Mathematical Equations

More and more manufacturers are involved in meeting the needs and desires of customers, causing each company to set orientation to customer satisfaction as the main goal. There is a tendency that customer satisfaction or dissatisfaction can be influenced by the quality of services provided by the company. This research was conducted at the Timor Megah Hotel Kota SoE, TTS Regency. The purpose of this study is to determine the effect of service quality that can be measured by several dimensions, including: tangibles, responsiveness, reliability, assurance, and empathy on customer satisfaction Timor Megah Hotel. The independent variable (X) of this study is the dimension of service quality consisting of tangibles (X1), responsiveness (X2), reliability (X3), assurance (X4), and empathy (X5). While the dependent variable (Y) of this study is customer satisfaction. The sampling technique used is the Accidental Sampling technique, with a total sample of 99 people with the criteria of having stayed more than twice and staying period for 4 years (2015-2018). Data collection techniques used were interviews, questionnaires and literature study. After the data is collected, the data is then analyzed using descriptive techniques and multiple linear regression. From the analysis it is known that tangibles, responsiveness, reliability, assurance and empathy simultaneously and partially have a significant effect on customer satisfaction. From the results of the analysis can also be made mathematical equations: Y = 3,568 + 0,150X1 + 0,245X2 + 0,209X3 + 0,192X4 + 0,362X5. The coefficient of determination obtained shows that 87.2% of the level of customer satisfaction is influenced by tangibles, responsiveness, reliability, assurance and empathy.   Keywords: Tangibles, Responsiveness, Reliability, Assurance, Empathy and Customer Satisfaction.

scholarly journals Analysis of the Effect of Service Quality on Customer Loyalty in Mediation by Customer Satisfaction at Loka Supermarket Cibubur

2020 ◽  
Vol 2 (4) ◽  
pp. 147-158
Author(s):  
I Made Adnyana ◽  
Yulianah ◽  
Agustiya Hutri Primasari
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Research Approach ◽  
Quality Dimensions

The purpose of this research is to study the influence of service quality on customer satisfaction and its impact on customer loyalty at Loka Supermarket Cibubur and to provide suggestions on how Loka Supermarket can increase customer loyalty by increasing the aspects that influence it. The research approach is quantitative research in accordance with data collection in the form of distributing questionnaires to 150 respondents. The results of this study indicate that each of the quality dimensions directly has a positive and significant effect on customer satisfaction at Loka Supermarket Cibubur. Customer satisfaction directly has a positive and significant effect on customer loyalty. And and each dimension of service quality indirectly affects customer loyalty through customer satisfaction.

scholarly journals Pengaruh Experiential Marketing Dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Rumah Makan Abeng 38

2020 ◽  
Vol 6 (1) ◽  
pp. 63-73
Author(s):  
Vinna Angelia ◽  
Sri Rezeki
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Research Methodology ◽  
Quantitative Method ◽  
Coefficient Of Determination ◽  
Test Results ◽  
Observation Unit ◽  
Experiential Marketing ◽  
Method Analysis

The objective of the study is to identify the effect of experiential marketing on customer loyalty in Rumah Makan Abeng 38, identify the effect of service quality on customer loyalty in Rumah Makan Abeng 38, and identify the effect of experiential marketing and service quality on customer loyalty in Rumah Makan Abeng 38.  The research methodology is descriptive quantitative method, analysis in this study is at Rumah Makan Abeng 38 and it’s observation unit are customers of Rumah Abeng 38. The population in this study are customers of Rumah Makan Abeng 38 as many as 5894 respondents. The technique of determining by number of samples used in this study is Slovin formula and amount used 98 respondents. Coefficient of determination test results (R2) shows that of Customer Loyalty is influences by Experiential Marketing and Service Quality, while the remaining is influence of other factors or variable out of the observation like Price, Product Quality, Customer Satisfaction.

scholarly journals Peran Kualitas Pelayanan dengan Aplikasi PLN Mobile dalam Meningkatkan Kepuasan Pelanggan

2019 ◽  
Vol 1 (2) ◽  
pp. 356-364
Author(s):  
Shintya Yuliana ◽  
Nor Norisanti ◽  
Faizal Mulia
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mobile Application ◽  
Quantitative Methods ◽  
Linear Regression Analysis ◽  
Test Reliability ◽  
Coefficient Of Determination ◽  
Simple Linear Regression ◽  
Analysis Technique

The purpose of this study is to study the quality of service using the PLN Mobile Application in increasing customer satisfaction with quantitative methods at PT. PLN (Persero) Rayon Cikembar, Sukabumi Regency. The research method used is a quantitative method. The analysis technique used is the validity test, reliability test, simple linear regression analysis, including the coefficient of determination test and hypothesis testing using partial testing (t test). The results of the study, obtained an R number of 0.232 in the category 0.00 - 0.199, which means a low relationship between service quality and customer satisfaction. Conclusions, each Service Quality (X) variable in this study can represent each variable and can be used by future researchers. Keywords: Service Quality, Customer Satisfaction.

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 PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA BENGKEL SISAM PEMATANGSIANTAR

2018 ◽  
Vol 6 (1) ◽  
pp. 50-62
Author(s):  
Risky Ananda ◽  
Darwin Lie ◽  
Marisi Butarbutar ◽  
Ady Inrawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Design Research ◽  
Positive Influence ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Quality Service ◽  
Positive Correlation

The purpose of research is: 1. Description of product quality, service quality, customer loyalty and customer satisfaction on Lathe Workshop Sisam Pematangsiantar. 2. The influence of product quality and service quality againts customer satisfaction on Lathe Workshop Sisam Pematangsiantar simultaneously. 3. The influence of product quality and service quality againts customer satisfaction on Lathe Workshop Sisam Pematangsiantar partially. 4. The influence customer satisfaction againts customer loyalty on Lathe Workshop Sisam Pematangsiantar. Design research is the research library and field research. The data type used is qualitative and quantitative and data. Data sources are primary data and secondary data. The population in this research is the customer Lathe Workshop Sisam Pematangsiantar of 40 people. Data collection is done with the interview, questionnaire and the documentation. Analytical techniques used was multiple linier regression analysis and simple, correlation coefficient, coefficient of determination, and hypothesis testing.Research result can be summed up as follows: 1. Description of product quality are very well,  well service quality, customer satisfaction  satisfied and customer loyalty well. There is a positive influence between product quality and service quality toward customer satisfaction evidenced by the regression Ŷ = 3,781 + 0,180 X1 + 0,256 X2. 2. There is a positive influence between customer satisfaction toward customer loyalty evidenced by the regression Ŷ = 5,987 + 1,157 X 3. There is moderately high and positive correlation between product quality and service quality with customer satisfaction evidenced by r = 0,821 and R Square = 0,674. There is high and positive correlation between customer satisfaction with customer loyalty is evidenced by the r = 0,816 and R Square = 0,670. 4. The results of the hypothesis H0 is rejected, meaning that product quality and service quality a positive and significant effect against the customer loyalty with the customer satisfaction simultaneously intervening variables as well as partial. Keyword: product quality, service quality, customer satisfaction and customer loyalty.

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