scholarly journals Pengaruh Kualitas Pelayanan dan Kepuasan Nasabah Terhadap Switching Intention pada Nasabah Bank Panin Kota Sungai Penuh Periode Tahun 2016

2019 ◽  
Vol 4 (1) ◽  
pp. 131
Author(s):  
Edia Satria
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Sample Size ◽  
Customer Service ◽  
Sampling Technique ◽  
Analysis Tool ◽  
Alpha Level ◽  
Data Analysis Tool

This study aimed to find out 1) what is the influence of service quality to switching intention to Bank Panin customers of Sungai Penuh City? 2) the extent to which the effect of customer satisfaction on switching intention on customer Bank Panin Sungai Penuh City? 3) the extent of the influence of service quality to switching intention either directly or indirectly? 4) the extent to which customer satisfaction satisfaction  of  customer service to switching intention either directly or indirectly? The population in this research is Bank Panin customer period 2016. hence got sample size 51 customer with accidental sampling, sampling technique. The data analysis tool used is path analysis at alpha level of 0.05. Based on the result of research indicate that service quality has no significant effect to switching intention, customer satisfaction has positive and significant effect to switching intention.

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien (Studi Kasus di Puskesmas Kecamatan Depati VII Kabupaten Kerinci)

2021 ◽  
Vol 6 (1) ◽  
pp. 78
Author(s):  
Edia Satria
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Data Analysis ◽  
Service Quality ◽  
Sample Size ◽  
Sampling Technique ◽  
Analysis Tool ◽  
Alpha Level ◽  
Data Analysis Tool

This study aims to determine 1) The extent to which the influence of the service quality on patient satisfaction of Puskesmas Kecamatan Depati VII Kabupaten Kerinci? 2) The extent to which the influence of the service quality on patient satisfaction of Puskesmas Kecamatan Depati VII Kabupaten Kerinci either directly or indirectly ? The Population in this study is patient of Puskesmas Kecamatan VII Kabupaten Kerinci period of 2017 totaling 7622 patients. Furthermore, by using the formula slovin, then obtained sample size of 75 patients with sampling accidental sampling technique. Data analysis tool used is the analysis of the path at an alpha level of 0.05. Based on the results of the study showed that: service quality positive and significant effect on patient satisfaction. Both directly and indirectly the quality of service has a positive and significant effect on patient satisfaction.

scholarly journals Pengaruh Pelayanan dan Harga terhadap Kepuasan Pelanggan di PT Setiajaya Mobilindo

2019 ◽  
Vol 19 (2) ◽  
pp. 219-224
Author(s):  
Eigis Yani Pramularso
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Analysis Tool ◽  
Price Determination ◽  
Data Analysis Tool ◽  
Processing Techniques

Abstract  - Increasingly tight business competition is accompanied by changes in the needs and desires of customers who always dynamically require companies to be able to adapt so that customers remain satisfied with the company's performance. Service quality and price determination offered are important parts so customer satisfaction is maintained. This study aims to determine the effect of service quality and price on customer satisfaction of PT Setiajaya Mobilindo. The population in this study were customers of PT Setiajaya Mobilindo located on Jl. Raya Tole Iskandar Depok who received body & paint services and the sample was 61 respondents taken randomly. The data analysis tool uses multiple linear regression with processing techniques using SPSS. From the results of the study it is known that service quality and price together have a significant effect on customer satisfaction. Partially service quality and price also have a significant effect on customer satisfaction. The number of R square (R2) shows service quality and price contribute 58.6% to customer satisfaction, while the rest is influenced by other factors outside of this study. Keywords: Service Quality, Price, Customer Satisfaction

scholarly journals The Influence of Customer’s Satisfaction, Switching Barrier and Trust for Brands on Customer Retention: A Research on Millennials

2020 ◽  
Vol 3 (2) ◽  
pp. 160-174
Author(s):  
Agung Novianto Margarena ◽  
Zakky Fahma Auliya
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Research Method ◽  
Quantitative Method ◽  
Customer Retention ◽  
Sampling Technique ◽  
Analysis Tool ◽  
Brand Trust ◽  
Independent Variable ◽  
Data Analysis Tool

The purpose of this research is to retest the relation between customer satisfaction, switching barrier, brand trust toward customer retention due to differences between the results from Ranaweera and Prabhu (2003); Dimyati (2015) and Marasabessy et al. (2014); Ullah et al. (2015). This research employed the sample of millennials who have been using IM3 for at least 6 months (coming from Surakarta with the number of 160 respondents) and were taken by the purposive sampling technique. This research used three variables namely dependent variable, independent variable and intervening variable. The employed research method would be the quantitative method. The employed data analysis tool is SEM AMOS version 21.0. The result of this research indicated that all the direct relations had a significant influence. Customer satisfaction and switching barrier affected the brand trust significantly. Customer satisfaction and switching barrier affected customer retention significantly. It was identified that the indirect relation between brand trust as an intervening variable and the customer satisfaction as well as switching barrier had no impact on customer retention.   

scholarly journals PENGARUH MUTU PELAYANAN TERHADAP KEPUASAN DAN DAMPAKNYA TERHADAP PERILAKU LOYAITAS (STUDI EMPIRIK PADA PELAYANAN NON AKADEMIK DI UNIVERSITAS YARSI)

2021 ◽  
Vol 1 (1) ◽  
pp. 38-56
Author(s):  
Rini Hidayati ◽  
Muslikh Muslikh
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
University Students ◽  
Path Analysis ◽  
Student Satisfaction ◽  
Survey Method ◽  
Analysis Tool ◽  
Student Loyalty ◽  
Research Population ◽  
Data Analysis Tool

ABSTRAK            Penelitian ini bertujuan untuk mengetahui pengaruh mutu  pelayanan terhadap  kepuasan  dan perilaku loyalitas mahasiswa serta untuk mengetahui pengaruh kepuasan terhadap perilaku loyalitas  mahasiswa di Universitas YARSI.  Selain itu penelitian ini juga untuk mengetahui apakah kepuasan memediasi pengaruh mutu pelayanan terhadap perilaku loyalitas. Populasi penelitian ini adalah mahasiswa Universitas YARSI. Penelitiaan dilakukan dengan metode survey dengan cara menyebarkan kuesioner kepada 78 mahasiswa  Universitas YARSI. Alat analisis data dengan path analysis. Hasil penelitian menunjukkan bahwa mutu pelayanan berpengaruh positif dan signifikan terhadap kepuasan dan perilaku loyalitas. Kepuasan berpengaruh positif dan signifikan terhadap perilaku loyalitas mahasiswa  Universitas YARSI . Hasil penelitian juga menunjukkan bahwa kepuasan memediasi pengaruh mutu pelayanan terhadap perilaku loyalitas mahasiswa di  Universitas YARSI.Kata kunci :  Mutu Pelayanan, Kepuasan, Loyalitas Mahasiswa, Universitas YARSIThis study aims to determine the effect of service quality on student satisfaction and loyalty behavior and to determine the effect of satisfaction on student loyalty behavior at YARSI University. Besides this research is also to find out whether satisfaction mediates the effect of service quality on loyalty behavior. The research population is YARSI University students. The research was conducted by survey method by distributing questionnaires to 78 YARSI University students. Data analysis tool with path analysis. The results showed that service quality had a positive and significant effect on satisfaction and loyalty behavior. Satisfaction has positive and significant effect on student loyalty behavior at YARSI University. The results also showed that satisfaction mediated the effect of service quality on student loyalty behavior at YARSI University. Keywords: Service Quality, Satisfaction, Student Loyalty, YARSI University

scholarly journals PERAN KEPUASAN PELANGGAN DALAM MEMEDIASI PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN PT. HONDA DENPASAR AGUNG

2019 ◽  
Vol 8 (5) ◽  
pp. 3166
Author(s):  
I Gusti Ayu Ipik Indraswari ◽  
I Gusti Agung Ketut Sri Ardani
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Key Words ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Analysis Technique ◽  
Minimum Age

The purpose of this study is to examine the role of customer satisfaction in mediating the effect of service quality on customer loyalty at PT. Honda Denpasar Agung Indah Motor in Bali. Research respondents were company customers with a minimum age of 17 years and had purchased a Honda car unit at a PT dealer. Honda Denpasar Agung Indah Motor. The number of research respondents was set at 110 respondents using the sampling technique that was purposive sampling. Data was collected through questionnaires. The data analysis technique used is the path analysis technique and the sobel test. The results showed that service quality has a positive and significant effect on customer loyalty, service quality has a positive and significant effect on customer satisfaction, customer satisfaction has a positive and significant effect on customer loyalty at PT. Honda Denpasar Agung Indah Motor.   Key words : service quality, customer satisfaction, customer loyalty.

PENGARUH SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION DAN DAMPAKNYA TERHADAP CUSTOMER LOYALITY PADA PERUSAHAAN JASA

2017 ◽  
Vol 5 (2) ◽  
Author(s):  
Harry Indra
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Service ◽  
Customer Loyalty ◽  
Analysis Techniques ◽  
Structural Path Analysis ◽  
The Future ◽  
Structural Path

The purpose of this study was to determine the effect of the Customer Service Quality satisfaction and their impact on customer loyalty. In this study the services company is used as an example.This research is associative and aims to achieve the goal of researchers. The study was conducted by questionnaire distributed direcly to a sample 100 customer of this company. Structural Path Analysis is used for data analysis techniques. This research is important to prove Service Quality affecting Customer Satisfaction, Customer Satisfaction influential Loyalty, Service Quality effect on Loyalty with Customer Satisfaction as an intervening variable. The results of the study can be used by services company to determine the company's strategy, in the future or to help the company to resolve the problems being faced.

PENGARUH INOVASI DAN ORIENTASI KEWIRAUSAHAAN TERHADAP KEUNGGULAN BERSAING UMKM KULINER

2019 ◽  
Vol 4 (1) ◽  
pp. 111-118
Author(s):  
Inda Lestari ◽  
Miguna Astuti ◽  
Hariyanto Ridwan
Keyword(s):  
Data Analysis ◽  
Competitive Advantage ◽  
Significant Influence ◽  
Entrepreneurial Orientation ◽  
Sampling Method ◽  
Sampling Technique ◽  
Analysis Tool ◽  
Data Analysis Tool

This research was conducted to analyze the effect of innovation orientation and entrepreneurship on the competitive advantage of culinary MSMEs in the Cilandak Barat area, South Jakarta. The population used for this study was 36 actors in the culinary field of SMEC. The sampling technique uses a saturated sampling method. The data analysis tool used is PLS 3.0. The results of this study indicate that the innovation variable has a significant influence on the culinary competitiveness of SMEC. And, entrepreneurial orientation has a significant influence on the culinary competitiveness of SMEC. The researcher suggests SMECs to pay attention to other factors that can influence competitive advantage. Keywords: Innovation, Entrepreneurship Orientation, Competitive Advantage

scholarly journals INVESTIGATING IMPACT OF SERVICE AND HYGIENE ON HOTEL REPUTATION DURING THE COVID -19 PANDEMIC : A PERSPECTIVE SIGNALING THEORY

2021 ◽  
Vol 7 (2) ◽  
Author(s):  
Juliana Juliana ◽  
Amelda Pramezwary ◽  
Madeline Madeline ◽  
Nadya Valerie ◽  
Sylena Teresia Andrian ◽  
...  
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Role ◽  
Research Method ◽  
Sampling Technique ◽  
Good Service ◽  
Final Sample ◽  
Hotel Service ◽  
A Company

<p>Providing good service to consumers by a company can create customer satisfaction. Two aspects of service quality that play a significant role, in this case, our hotel services and hotel cleanliness. To get around this, entrepreneurs engaged in this field are increasingly competitive in improving service quality, which can meet consumers' needs and desires so that they can compete and develop in competitive conditions. In this study, researchers used the variable dimensions of service quality and hotel cleanliness as The variables that are expected to explain a hotel's good and bad reputation. This study aimed to analyze the effect of hotel services and hotel cleanliness on hotel reputation. This research method is descriptive quantitative with the type of research explanation. This study's population was hotel visitors in Tangerang, with a final sample of 157 respondents selected by the non-probability sampling technique. Methods of data analysis using PLS-SEM. The research shows that the higher the hotel services application will not affect the hotel's reputation during the Covid 19 pandemic. In comparison, the higher the application of hygiene involves the hotel's importance because, during the Covid 19 pandemic, the application of CHSE is the most important in maintaining the reputation of the hotel.</p>Keywords: Hotel Service, Hygiene, Hotel Reputation

Studi Kualitas Pelayanan Nasabah Pada Bank Mandiri Area Semarang Pahlawan

2021 ◽  
Vol 20 (1) ◽  
pp. 53-72
Author(s):  
Inggrid Benedicta Sutanto ◽  
I Made Sukresna
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Sampling Method ◽  
Primary Data ◽  
Analysis Tool ◽  
Purposive Sampling ◽  
Qualitative Descriptive ◽  
Descriptive Approach

The objectives of this study are: (1). Assessing customer service quality in the aspects of tangibles, reliability, responsiveness, assurance, and empathy; (2). Assessing ways to increase customer satisfaction in order to achieve or exceed service targets. The type of data used is primary data which comes from 2 (two) groups of informants, namely customers and employees, with a purposive sampling method. The analysis tool uses a pure qualitative descriptive approach. The results of the study prove that: Customer satisfaction with the services provided by Bank Mandiri Semarang Pahlawan area regarding the dimensions of tangibles, reliability, responsiveness, assurance, and empathy is at the level of confirmation or satisfaction. Furthermore, how to increase customer satisfaction in order to achieve or exceed service targets by providing more attractive facilities, the number of front liner officers and queuing seats added, strategies to stay on time and fulfill obligations as marketing, increase cooperation with all departments.

scholarly journals Pengaruh SePENGARUH SERVICE QUALITY TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER DELIGHT SEBAGAI VARIABEL MEDIASIrvice Quality Terhadap Customer Loyalty Dengan Customer Delight Sebagai Variabel Mediasi

2020 ◽  
Vol 9 (1) ◽  
pp. 384
Author(s):  
I Gusti Jaya Khrisna Putra ◽  
Gede Suparna
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Path Analysis ◽  
Sample Size ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Analysis Data ◽  
Analysis Techniques ◽  
Customer Delight ◽  
Service Training

The purpose of this study was to analyze the effect of service quality on customer loyalty with customer delight as a mediating variable. This research was conducted at Gardin Bistro & Patisserie Seminyak Bali with Path Analysis data analysis techniques. The sample size obtained by using purposive sampling method as many as 130 respondents. Based on the results of the analysis it can be stated that Service quality has a positive and significant effect on customer loyalty, service quality has a positive and significant effect on customer delight, customer delight has a positive and significant effect on customer loyalty. The results of the study also found that customer delight mediated the influence of service quality on customer loyalty positively and significantly. Gardin Bistro & Patisserie Seminyak Bali needs to rejuvenate the facilities provided and improve the appearance of staff by providing work clothes every year so that the employees are clean and tidy. Management must re-educate every staff who works by providing service training so that they can better serve consumers. Keywords: service quality, customer delight, customer loyalty

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