scholarly journals Loyalty as Affecting Mediator of Service Quality And Customer Satisfaction Towards Competitive Advantage

MBIA ◽  
2021 ◽  
Vol 20 (1) ◽  
pp. 91-99
Author(s):  
Mohammad Hamim Sultoni ◽  
Sudarmiatin Sudarmiatin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Path Analysis ◽  
Financial Institutions ◽  
Customer Loyalty ◽  
Quantitative Method ◽  
Marketing Strategies ◽  
Mutual Relationship ◽  
Good Position

When preparing an effective marketing strategy, a bank must consider its competitors as well as its customers. Establishing a mutual relationship with customers requires a better means of satisfying customer needs than the competitors. Micro, Small, and Medium-sized Enterprises (MSMEs) should always analyze their competitors and develop marketing strategies that effectively give the company a good position compared to the competitors and provide a competitive advantage as strong as possible. This research was conducted using a quantitative method. The design referred to causal relationship research. The data were then analyzed using the path analysis. Findings showed that customer satisfaction, service quality, and customer loyalty affected the competitive advantage of Sentra Batik Pamekasan. The effect of customer loyalty on the competitive advantage could be viewed from the number of Sentra Batik Pamekasan's customers who decided not to move to other financial institutions (banks). When the company could give better service quality, the customer loyalty and the competitive advantage among financial institutions would get higher.   Abstrak Dalam mempersiapkan strategi pemasaran yang efektif, pihak perbankan harus mempertimbangkan pesaingnya dan juga konsumennya. Membangun hubungan antara konsumen yang menguntungkan, memerlukan alat pemuasan kebutuhan konsumen sebagai sasaran yang lebih baik daripada pesaingnya. UMKM harus senantiasa menganalisis pesaing dan mengembangkan strategi pemasaran kompetitif yang secara efektif memposisikan UMKM dalam menghadapi pesaing dan memberikan keunggulan kompetitif sekuat mungkin. Penelitian ini menggunakan metode kuantitatif, jenis penelitian termasuk kategori hubungan kausal sedangkan analisis dalam penelitian ini menggunakan analisis jalur (path analysis). Hasil penelitian menunjukkan bahwa kepuasan konsumen, kualitas layanan, dan loyalitas konsumen mempengaruhi keunggulan bersaing di Sentra Batik Pamekasasan. Dampak dari loyalitas konsumen terhadap keunggulan bersaing dapat dilihat dari seberapa banyak konsumen Sentra Batik Pamekasasan yang tidak pindah ke lembaga keuangan lain. Semakin bagus kualitas layanan maka semakin tinggi tingkat loyalitas konsumen dan keunggulan bersaing antar lembaga keuangan juga akan semakin tinggi. Kata Kunci : Loyalitas konsumen, kepuasan konsumen, kualitas layanan, keunggulan bersaing

scholarly journals Loyalty As Affecting Mediator Of Service Quality And Customer Satisfaction Towards Competitive Advantage

2021 ◽  
Vol 4 (2) ◽  
pp. 39-42
Author(s):  
Mohammad Hamim Sultoni ◽  
Sudarmiatin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Marketing Strategy ◽  
Financial Institutions ◽  
Customer Loyalty ◽  
Quantitative Method ◽  
Marketing Strategies ◽  
Mutual Relationship ◽  
Good Position

When preparing an effective marketing strategy, a bank must consider its competitors as well as its customers. Establishing a mutual relationship with customers requires a better means of satisfying customer needs than the competitors. Micro, Small, and Medium-sized Enterprises (MSMEs) should always analyze their competitors and develop marketing strategies that effectively give the company a good position compared to the competitors and provide a competitive advantage as strong as possible. This research was conducted using a quantitative method. The design was categorized as causal relationship research. The data were then analyzed using the path analysis. Findings of the research showed that customer satisfaction, service quality, and customer loyalty affected the competitive advantage of Sentra Batik Pamekasan. The effect of customer loyalty on the competitive advantage could be observed from the number of Sentra Batik Pamekasan’s customers who decided not to move to other financial institutions (banks). When the company could give better service quality, the customer loyalty and the competitive advantage among financial institutions would get higher.

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 PENGUKURAN KUALITAS PELAYANAN (Servqual – Parasuraman) DALAM MEMBENTUK KEPUASAN PELANGGAN SEHINGGA TERCIPTA LOYALITAS PELANGGAN

2019 ◽  
Vol 4 (1) ◽  
pp. 45-64
Author(s):  
Sinollah Sinollah ◽  
Masruroh Masruroh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Employee Performance ◽  
Survey Method ◽  
Static Test ◽  
Physical Evidence ◽  
The Difference

ABSTRACTThis study aims to analyze customer satisfaction at Mayang Collection, test and explain the effect of servqual dimension service quality (physical evidence, reliability, responsiveness, confidence, and empathy) on customer satisfaction at Mayang Collection, and test and explain the effect of customer satisfaction on customer loyalty on Mayang Collection.The population in this study were customers of the Mayang Collection Kepanjen store who had a member card and made a repeat purchase. Population research or population study so that the number of samples in this study is a number of population, amounting to 93 respondents. The method used in this research is explanatory survey method, which is a method used to explain causal relationships between variables through hypothesis testing (Nazir, 2005).Based on the results of the static test all the indicators in this study are valid, and the variables are reliable. The results of the servqual analysis show that the difference or gap between customer expectations and employee performance has a total average which is at the moderate classification level (Parasuraman table, 1990) or service quality in Mayang Collection stores is quite good. This means that customer satisfaction in terms of quality of service provided at Mayang Collection is quite good. The path analysis test results (path analysis) show that there is no significant influence between servqual dimension service quality (physical evidence, reliability, responsiveness, confidence, and empathy) to customer satisfaction. This proves that service quality has a long-lasting influence in shaping customer satisfaction. And customer satisfaction has a significant influence on customer loyalty. Mayang Collection stores are advised to pay more attention to and improve other factors besides service quality in increasing customer satisfaction, because with increasing customer satisfaction, customer loyalty will be formed easily.Keywords: tangible, reliability, responsiveness, assurance, empathy, customer satisfaction, and customer loyalty

scholarly journals Pengaruh Kualitas Layanan terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan sebagai Variabel Intervening (Studi pada Pelanggan Dunkin’ Donuts di Surabaya dan Sidoarjo)

2018 ◽  
Vol 9 (1) ◽  
pp. 43
Author(s):  
Kiki Amelia Dewi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Likert Scale ◽  
Scale Analysis ◽  
Men And Women ◽  
Probability Sampling ◽  
Sample Object

The purpose of this study is to find out is there any influence of service quality on customer loyalty through customer satisfaction as intervening variable on customer Dunkin’ Donuts in Surabaya and Sidoarjo. This research using non-probability sampling with judgemental sampling as sampling category. This research take 220 people as a respondents of the sample object. The respondents of this research is the customer Dunkin 'Donuts men and women aged 18-50 years who have made a purchase and consume directly at the Dunkin' Donuts at least 2 times in the last 3 months. The instruments used is an observation, documentation, interview and questionnaire that analyzed using a Likert scale. Analysis of data using path analysis. The result of this research showed that there is any influence of service quality on customer loyalty through customer satisfaction as intervening variable.  

scholarly journals The Effect of E-Service Quality and Brand Image Toward Netflix Customer Loyalty through Customer Satisfaction

2021 ◽  
Vol 5 (1) ◽  
pp. 17-29
Author(s):  
Haura Kurniati ◽  
◽  
Agung Kresnamurti Rivai Prabumenang ◽  
Shandy Aditya ◽  
◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Quantitative Method ◽  
Brand Image ◽  
Equation Model ◽  
Research Data ◽  
Survey Method ◽  
The Past

This research aims to determine the effect of e-service quality and brand image on customer satisfaction and customer loyalty towards Netflix’s user. This research uses quantitative method and the data collection use survey method with questionnaires as the instrument. The sample of this research is 200 respondents who live in DKI Jakarta and have used Netflix in the past 6 months. Data were analyzed using software SPSS version 25 and SEM (Structural Equation Model) from Lisrel 8.8 to process and analyze the research data. The result of hypothesis testing shows that e-service quality has significant effect on customer satisfaction, but not on customer loyalty. However, e-service quality has significant effect on customer loyalty through customer satisfaction. The result also found that brand image has significant effect on both customer satisfaction and customer loyalty. And customer satisfaction has the most influence on customer loyalty

scholarly journals The Influence of E-Service Quality, and Customer Satisfaction On Go-Send Customer Loyalty In Surabaya

2021 ◽  
Vol 3 (2) ◽  
pp. 128
Author(s):  
Alexander Wirapraja ◽  
Handy Aribowo ◽  
Eddy Triswanto Setyoadi
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Quantitative Method ◽  
Equation Modeling ◽  
Online Media ◽  
Shipping Industry ◽  
Courier Service

The shipping industry is currently one of the vital aspects of industrial business, especially in the current Covid-19 pandemic era. Delivery of goods, both products and foodstuffs, can be done quickly by using courier services that can be accessed through online media such as personal gadgets, namely computers and smartphones. One of the features of GO-Jek Indonesia is a courier service called Go-Send, the problem that arises is that there is competition in the same line of business, causing consumers to have many choices when making deliveries. Measuring the level of loyalty makes researchers interested in measuring Go-Send users' perceptions of the level of customer loyalty as measured by e-service quality and customer satisfaction. This study used a quantitative method using a questionnaire with a Likert scale measurement and a sample of 109 respondents was obtained which was then measured using the Structural-Equation-Modeling (SEM) method with a 95% confidence level. The results of this study indicate that Go-Send user loyalty is positively and significantly influenced by customer satisfaction and the level of e-service quality.

Kualitas Produk, Pelayanan, dan Loyalitas Pelanggan Dimana Kepuasan Sebagai Variabel Intervening pada UKM Start Up Pariwisata Kombuchi Brewing Co, Bali

JEMAP ◽  
2020 ◽  
Vol 2 (2) ◽  
pp. 182
Author(s):  
Satya Tripayana ◽  
Jaya Pramono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Customer Loyalty ◽  
The Other ◽  
Side Product ◽  
Start Up

Research on start-up SMEs in tourism is still very rare. This study explains the effect of product quality and service quality on customer loyalty through customer satisfaction as an intervening variable on 'Kombuchi Brewing Co' as start up company for SMEs in tourism. Survey was conducted by using questionnaires to 120 respondents. Data were analyzed using Path Analysis and Sobel Test. The conclusion of this study stated that product quality and service quality had a positive and significant effect on customer satisfaction. On the other side, product quality and service quality had indirect and significant effect on 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 Analysis of Gap Measurement of Various Dimensions of SERVAQUAL Model in context to Indian Banks

2019 ◽  
Vol 22 (22) ◽  
pp. 41-44
Author(s):  
Jaydeep Dogney ◽  
Payal Bhargava ◽  
Arvind Kumar Shrimali
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Loyalty ◽  
Competitive Interactions ◽  
Gap Measurement ◽  
Indian Banks

Abstract To improve the reputation and customer loyalty, a benchmarking analysis is being carried out, which influences the perception of the service quality for banks. With the expansion of competitive interactions, the results can serve as a strategic tool to gain competitive advantage and customer satisfaction. Banks reveal the expectations and expectations of customers regarding the quality of selected services. The process creates and expands its reputation and builds customer loyalty. This research aims to compare the perception of the quality of four leading banks with logical comparisons.

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