scholarly journals PENGARUH SERVICE RECOVERY TERHADAP LOYALITAS KONSUMEN MELALUI KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING (Studi pada Nasabah Bank BRI Cabang Malang)

2020 ◽  
Vol 4 (2) ◽  
pp. 210
Author(s):  
Shofi ‘Aliyatul Himmah
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Indirect Effect ◽  
Quantitative Methods ◽  
Service Recovery ◽  
Data Retrieval ◽  
Sampling Techniques ◽  
Consumer Loyalty ◽  
Analysis Technique

Tujuan dari penelitian ini adalah untuk mengetahui pengaruh pemulihan layanan terhadap loyalitas konsumen dengan kepuasan pelanggan sebagai variabel intervening di BRI Bank cabang Malang. Penelitian ini menggunakan metode kuantitatif. Pengambilan sampel dilakukan dengan menggunakan teknik sampling insidental. Sampel yang diambil untuk penelitian ini adalah 100 nasabah Bank BRI Cabang Malang. Pengambilan data dilakukan dengan menggunakan kuesioner. Teknik analisis data yang digunakan adalah analisis jalur. Penelitian ini menyimpulkan bahwa pemulihan layanan berpengaruh terhadap loyalitas pelanggan, pemulihan layanan berpengaruh terhadap kepuasan pelanggan, kepuasan pelanggan mempengaruhi loyalitas pelanggan dan pemulihan layanan memiliki efek tidak langsung terhadap loyalitas pelanggan melalui kepuasan pelanggan.Kata kunci: Pemulihan Layanan, Kepuasan Pelanggan, Loyalitas Konsumen, Bank BRI, Bank BRI Cabang MalangThe purpose of this study was to determine the effect of service recovery on consumer loyalty with customer satisfaction as an intervening variable at the Malang branch of BRI Bank. This research uses quantitative methods. Sampling is done using incidental sampling techniques. The samples taken for this study were 100 customers of Malang Branch BRI Bank. Data retrieval is done using a questionnaire. The data analysis technique used is path analysis. This study concludes that service recovery has an effect on customer loyalty, service recovery has an effect on customer satisfaction, customer satisfaction influences customer loyalty and service recovery has an indirect effect on customer loyalty through customer satisfaction.Keywords: Service Recovery, Customer Satisfaction, Consumer Loyalty, Bank BRI, Malang Branch BRI Bank

scholarly journals Kepuasan pelanggan sebagai mediasi pengaruh brand image terhadap loyalitas pelanggan

2018 ◽  
Vol 2 (2) ◽  
pp. 123-131
Author(s):  
Dwi Silvi Anisah ◽  
Iva Nurdiana Nurfarida
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Indirect Effect ◽  
Brand Image ◽  
Sampling Technique ◽  
Total Sample ◽  
Analysis Technique ◽  
Significant Direct Effect

To maintain market share, companies must be able to guarantee customer satisfaction so that customers become loyal. Companies need a brand image strategy or brand image so that it becomes the top of mind in the minds of consumers or customers. This study aims to determine the effect of brand image on customer loyalty mediated by customer satisfaction. The study was conducted at Warung Griya Bebek and Ayam Goreng Nelongso Malang. Accidental sampling technique with a total sample of 104 respondents, using a questionnaire as a research instrument. Data analysis technique used is Path Analysis. The analysis shows that brand image has a significant direct effect on customer satisfaction. Other results show that brand image also has a significant indirect effect on customer loyalty mediated by customer satisfaction

scholarly journals EFFECTS OF SERVICE QUALITY, VALUE PERCEPTION AND LOYALTY ON CUSTOMER SATISFACTION: CASE OF A LOCAL RESTAURANT IN SOUTH BANDUNG, INDONESIA

2021 ◽  
Vol 22 (1) ◽  
pp. 19-29
Author(s):  
Putu Nina Madiawati ◽  
Mahir Pradana ◽  
Sarah Miranda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Quantitative Methods ◽  
Sampling Techniques ◽  
Probability Sampling ◽  
Value Perception ◽  
Analysis Technique ◽  
Quality Value

This study aims to determine how the Effect of Service Quality and Value Perception on Customer Loyalty through Customer Satisfaction as an intervening variable both partially and simultaneously. The method used in this research is descriptive and causality using quantitative methods involving 100 respondents who are customers of Chicken William restaurant in South Bandung, Indonesia. We conducted the research by taking a sample through non-probability sampling techniques with the type of purposive sampling. The analysis technique used in this study is Path Analysis using SmartPLS version 3. The results of the analysis show that Service Quality (X1) and Value Perception (X2) variables have a partial effect on Customer Satisfaction (Y), then Customer Satisfaction (Y) variables influence partial to Customer Loyalty (Z). Then simultaneously, there is the influence of Service Quality (X1) and Value Perception (X2) significantly influence Customer Satisfaction (Y). Then the intervening variable there is the influence of Service Quality (X1) and Value Perception (X2) directly affect Customer Satisfaction (Y), and this variable also influences Customer Loyalty (Z) indirectly through the Customer Satisfaction variable.

scholarly journals THE EFFECT OF PRODUCT QUALITY AND PRICE ON SMARTPHONE CUSTOMERS’ LOYALTY

Analisis ◽  
2021 ◽  
Vol 11 (1) ◽  
pp. 81-92
Author(s):  
Fitriani Nur Utami ◽  
Mahir Pradana ◽  
Taffy Andira Kaljabar
Keyword(s):  
Data Analysis ◽  
Product Quality ◽  
Quantitative Methods ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Consumer Loyalty ◽  
Quality Factors ◽  
Analysis Technique ◽  
Quality Of Products

This research was conducted to determine the price and product quality towards consumer loyalty in the city of Bandung. The purpose of this research is to determine and analyze how the price and quality of products provided by Xiaomi to its consumers, as well as the magnitude of the effect of product quality and price simultaneously and partially on consumer loyalty in Bandung. This research uses quantitative methods with descriptive and causal research types. Sampling was done by using non-probability sampling method, purposive sampling type, with the number of respondents as many as 100 people. The data analysis technique used descriptive analysis and multiple linear regression analysis. Based on the results of data analysis with SmartPLS software, it was found that the price and product quality factors together had a positive and significant effect on consumer loyalty in Bandung..

LOYALITAS PELANGGAN DITINJAU DARI STORE ATMOSPHERE, KEMUDAHAN DAN KEPERCAYAAN STUDI PADA J&T EXPRESS SURAKARTA

2021 ◽  
Vol 5 (1) ◽  
Author(s):  
Davit Mirwan Itsnaini ◽  
Istiatin Istiatin ◽  
Bambang Mursito
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Linear Regression ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Service Users ◽  
Consumer Loyalty ◽  
Analysis Technique

This study aims to prove simultaneously and partially customer loyalty in terms of store atmosphere, convenience and trust in J&T Express Surakarta. This research is descriptive quantitative. The population is all J&T Express Surakarta service users. The number of samples used according to Sugiyono's guidelines, amounting to 100 respondents, the sample was taken by using purposive sampling technique. The data analysis technique used in this study is multiple linear regression analysis. The conclusion of this study is that store atmosphere, convenience and trust have a significant effect on consumer loyalty of J&T Express Surakarta. Keywords : Store Atmosphere, Convenience, Trust.

scholarly journals PERAN GENDER SEBAGAI VARIABEL MODERASI DALAM PENGARUH KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN

2019 ◽  
Vol 8 (9) ◽  
pp. 5741
Author(s):  
Rizky Aditya Maharany ◽  
I Wayan Santika
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Research Data ◽  
Data Analysis Technique ◽  
Analysis Technique ◽  
The City ◽  
Different Levels

This study aims to explain gender as a moderating variable in the effect of customer satisfaction on customer loyalty. This research was conducted in the city of Denpasar which involved 110 respondents. To obtain research data, a method was used by distributing questionnaires. The data analysis technique used in this study is moderating regression analysis. The results of this study state that customer satisfaction significantly influences customer loyalty. Gender as a moderating variable in the effect of customer satisfaction on customer loyalty, gender as a moderating variable that strengthens the effect of customer satisfaction on customer loyalty. Management is expected to be able to consider gender factors, this is because these variables can be used as an indication of how different levels of customer satisfaction when viewed from the aspect of gender depending on the needs and considerations of each individual. Keywords: customer satisfaction, customer loyalty, gender

scholarly journals PENGARUH KEPUASAN DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN RUMAH MAKAN DUA PUTRI DI KELURAHAN MATANO KECAMATAN BUNGKU TENGAH

2020 ◽  
Vol 3 (2) ◽  
pp. 111-122
Author(s):  
Muhammad Randi Satrio ◽  
Chalil Chalil ◽  
Ira Nuriya Santi
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Purposive Sampling ◽  
Analysis Technique ◽  
Customer Trust

The  purpose  of  this  research  is  to  test  and  analyze  1)  Influence  simultaneously  variable  of satisfaction and trust to customer loyality of Two Princess Restaurant in Matano Sub-District of Bungku Tengah District. 2) Partial influence of customer satisfaction variable on customer loyalty Two Putri Restaurant in Matano Village, Central Bungku District. 3) Partial influence of customer trust variable on customer loyalty of Two Princess Restaurant in Matano Sub-district of Bungku Tengah District. This type of research is descriptive causally. Sampling technique using Purposive Sampling, obtained sample of 60 respondents. Data analysis technique is multiple linear regression analysis. The results showed that based on the results of Test F, customer satisfaction variables and customer trust simultaneously have a positive and significant impact on customer loyalty Two Putri Restaurant in Matano Village, Central Bungku District. Partially, customer satisfaction variable (X1) has a positive and significant influence on customer loyalty of Two Putri Restaurant in Matano Village, Central Bungku District. The variable of customer trust (X2) has a positive and significant impact on customer loyalty of Two Princess Restaurant in Matano Sub-district, Bungku Tengah District. Tujuan penelitian adalah untuk menguji dan menganalisis 1) Pengaruh secara simultan variabel kepuasan dan kepercayaan terhadap loyalitas pelanggan Rumah Makan Dua Putri di Kelurahan Matano Kecamatan Bungku Tengah. 2) Pengaruh secara parsial variabel kepuasan pelanggan terhadap loyalitas pelanggan Rumah Makan Dua Putri di Kelurahan Matano Kecamatan Bungku Tengah. 3) Pengaruh secara parsial variabel kepercayaan pelanggan terhadap loyalitas pelanggan Rumah Makan Dua Putri di Kelurahan Matano Kecamatan Bungku Tengah. Tipe penelitian adalah deskriptif kausal. Teknik penarikan sampel menggunakan Purposive Sampling, diperoleh sampel sebanyak 60 responden. Teknik analisis data adalah analisis regresi linier berganda. Hasil penelitian menunjukkan bahwa berdasarkan hasil Uji F, variabel kepuasan pelanggan dan kepercayaan pelanggan secara simultan berpengaruh positif dan signifikan terhadap loyalitas pelanggan Rumah Makan Dua Putri di Kelurahan Matano Kecamatan Bungku Tengah. Secara parsial variabel kepuasan pelanggan (X1) berpengaruh positif dan signifikan terhadap loyalitas pelanggan Rumah Makan Dua Putri di Kelurahan Matano Kecamatan Bungku Tengah. Variabel kepercayaan pelanggan (X2) berpengaruh positif dan signifikan terhadap loyalitas pelanggan Rumah Makan Dua Putri di Kelurahan Matano Kecamatan Bungku Tengah.

scholarly journals The effect of green banking product and green corporate image on green customer loyality mediated by green customers satisfaction in Syariah banking

2019 ◽  
Vol 3 (1) ◽  
pp. 81
Author(s):  
Nihayatu Aslamatis Solekah
Keyword(s):  
Sustainable Development ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Role Model ◽  
Corporate Image ◽  
Islamic Banking ◽  
Business Practices ◽  
Analysis Technique ◽  
The Relationship

<p class="Keywords">Banking has a high potential as a role model for other industries in applying the principles of Sustainable Development. Islamic banking is a bank that has a potential bank business model by implementing green banking, as well as provisions of Bank Indonesia as the Central Bank which has included Green Banking as a concept to be implemented in its business practices. This study developed a research framework to explore the relationship between green banking products and green corporate image green customer satisfaction, and green customer loyalty for Syariah Banking. Analysis technique used to analyze the data analysis Path (Path analysis). The results showed that for green banking products and green corporate image effect directly on green customer satisfaction but green banking product has not affect directly to  customers satisfaction, opposite green corporate image that affect directly to green customers loyality<strong></strong></p>

PENGARUH CITRA MEREK DAN KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN PT. SERASI AUTO RAYA JAKARTA

2021 ◽  
Vol 9 (3) ◽  
Author(s):  
Meilly Yani Yanwar ◽  
Tatag Herbayu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Methods ◽  
Brand Image ◽  
Sampling Technique ◽  
Total Sample ◽  
Sampling Techniques ◽  
Test Results ◽  
Partially Linear ◽  
Analysis Technique

<em>To determine the effect of brand image and service quality on customer satisfaction PT. Serasi Auto Raya (SERA) Jakarta. This research uses quantitative methods. The population of this research is the customers of PT. Serasi Auto Raya (SERA) Jakarta with a total sample of 80 respondents who were taken using a sampling technique using incidental sampling techniques, by filling out a questionnaire on google form. The analysis technique was carried out with simultaneous and partially linear regression. Based on the test results, it is found that brand image has a positive and significant effect on customer satisfaction. Then, service quality has a positive and significant effect on customer satisfaction. Furthermore, brand image and customer satisfaction simultaneously have a significant effect on customer satisfaction at PT. Serasi Auto Raya (SERA) Jakarta.</em>

scholarly journals The Role of Sharia Marketing in Increasing Customer Loyalty (An Empirical Study of BMT in Kudus Regency)

2018 ◽  
Vol 11 (2) ◽  
pp. 285
Author(s):  
Anita Rahmawaty
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Sampling Technique ◽  
Research Data ◽  
Analysis Technique ◽  
Research Findings

<p><em>This research strives to empirically examine and analyze the influence of syariah marketing and service quality on BMT customer loyalty and satisfaction in Kudus Regency. </em><em>This study was a survey research that used a quantitative approach. The research data were obtained from 250 BMT customers within Kudus Regency by using an accidental sampling technique. Meanwhile, the data analysis used a path analysis technique. The research findings revealed that: first, sharia marketing has a positive and significant influence on customer satisfaction; second, service quality has a positive and significant influence on customer satisfaction; third, sharia marketing has a positive and significant influence on customer loyalty; fourth, service quality has a positive and significant influence on customer loyalty; and fifth, customer satisfaction has a positive and significant influence on customer loyalty. </em></p>

scholarly journals The Effect of Product Quality and Price Policy On Consumer Loyalty Through the Variables of Customer Satisfaction Ulamm Pt. Permodalan Nasional Madani (Persero) Bekasi Branch

2021 ◽  
pp. 34-39
Author(s):  
Aisya Cindyta Zahra ◽  
Suharto Suharto ◽  
Dr. Iwan Kurniawan Subagja
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Price Policy ◽  
Partial Least Square ◽  
Least Square ◽  
Consumer Loyalty ◽  
Satisfaction Analysis

This study aims to determine the effect of product quality on consumer loyalty, the effect of price policy on consumer loyalty, the influence of consumer satisfaction on consumer loyalty, the influence of product quality on customer satisfaction, the influence of price policy on consumer satisfaction, the influence of product quality on consumer loyalty through the variable customer satisfaction, and knowing the effect of price policy on consumer loyalty through customer satisfaction variables. This research was conducted at Pt. Permodalan Nasional Madani (Persero) Bekasi branch involving 98 consumers of the company. Data analysis used path analysis with partial least square (PLS) model with t-test. Based on data analysis, it is found that product quality has a significant effect on consumer loyalty. The analysis in this path is the effect of product quality on consumer loyalty. Price policy has a significant effect on consumer loyalty. Satisfaction has a significant effect on consumer loyalty. The analysis in this path is the effect of customer satisfaction on customer loyalty. Product quality has a significant effect on satisfaction. The analysis in this pathway is the effect of product quality on customer satisfaction. Price policy has a significant effect on satisfaction. Analysis in this pathway is the effect of price policy on customer satisfaction. The consumer satisfaction variable is not a moderating variable. The analysis on this path is the effect of product quality on consumer loyalty through customer satisfaction. The consumer satisfaction variable is not a moderating variable. The analysis in this path is the effect of price policy on consumer loyalty through customer satisfaction.

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