scholarly journals PENGARUH KUALITAS PELAYANAN DAN CITRA PERUSAHAAN TERHADAP LOYALITAS NASABAH PADA AJB BUMIPUTERA

2019 ◽  
Vol 8 (2) ◽  
pp. 109-126
Author(s):  
Erwin Budianto
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Research Method ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Corporate Image ◽  
Customer's Loyalty ◽  
Initial Survey ◽  
Descriptive Method

Declining of the customer number still indicate a lack of customer loyalty to opt-in AJB's services. It based on an initial survey that the service quality provided to customers was not optimal as well as the reputation of the company decreased due to problems with the customer so it can not maintain the Company Image which was already built for so long. This study aimed to analyze the influence of service quality and corporate image on customer loyalty in AJB Bumiputera Branch Setiabudi Bandung. This research method using descriptive method of verification approach.The sampling methodology which is used in this research is consisting of the sample and population. The sampling technique which is used is simple random sampling consisted of 85 responders. The results of research FCount (151 339)> FTable (3.13) then H0 and H1 accepted, means that there is influence between service quality and corporate image on customer loyalty in AJB Bumiputera Branch Setiabudi Bandung. which means there is the existence of a direct relationship. Keywords: Service Quality, Corporate Image, Customer’s Loyalty. Kebutuhan akan jasa asuransi kini makin dirasakan. baik oleh perorangan maupun dunia usaha di Indonesia. Asuransi merupakan sarana finansial dalam tata kehidupan rumah tangga, baik dalam menghadapi resiko yang mendasar seperti resiko kematian, atau dalam menghadapi resiko atas harta benda yang dimiliki. Menurunnya jumlah nasabah mengindikasikan Masih minimnya loyalitas nasabah untuk mengunakan kembali jasa asuransi AJB Bumiputera. Hal ini berdasarkan survey awal bahwa belum optimalnya Kualitas Pelayanan yang diberikan kepada nasabah serta Reputasi dari perusahaan menurun karena adanya masalah dengan nasabah sehingga tidak bisa menjaga Citra Perusahaan yang sudah dibangun sekian lama.Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan dan citra perusahaan terhadap loyalitas nasabah pada AJB Bumiputera Cabang Setiabudi Bandung. Fenomena yang terjadi adalah Metode penelitian ini menggunakan metode deskriptif dengan pendekatan verifikatif.Metode penarikan sampel yang digunakan terdiri dari populasi dan sampel. Teknik sampling yang digunakan adalah simple random sampling yang terdiri dari 85 orang responden.Metode verikatif yang digunakan adalah Importance Performance Analysis ( IPA ), Regresi Berganda, Koefisien Determiansi, Korelasi dan Uji Hipotesis untuk mengetahui pengaruh kualitas pelayanan dan citra perusahaan terhadap  loyalitas nasabah pada AJB Bumiputera cabang Setiabudi Bandung baik secara parsial maupun simultan, dengan menggunakan alat bantu software yaitu SPSS for Windows 17 Hasil penelitian Fhitung (151.339) > Ftabel (3,11) maka H0 ditolak dan  H1 diterima, Artinya  terdapat pengaruh antara kualitas pelayanan dan citra perusahaan terhadap loyalitas nasabah pada AJB Bumiputera Cabang Setiabudi Bandung.Yang artinya adanya hubungan yang searah. Kata Kunci : Kualitas Pelayanan, Citra Perusahaan, Loyalitas Nasabah

scholarly journals Peran Kualitas Pelayanan Terhadap Loyalitas Pelanggan Jasa Transportasi Online

2019 ◽  
Vol 5 (1) ◽  
pp. 1
Author(s):  
Ingga Widi Aprilla ◽  
Sholihati Amalia
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Good Service ◽  
The People ◽  
The Mind ◽  
A Company

Service quality is a form of activity undertaken by a company that aims to meet the wants and needs of customers by providing good service. Customer loyalty is a consumer's assessment of the quality of the product or service it receives based on existing expectations in the mind. Loyal customers will always tend to only one brand even though there are many similar brands. Sample in this study amounted to 135 respondents, is the people of Bandung who have or often use online transportation. The sampling technique using simple random sampling. The purpose of this study is to find out the influence of service quality on online transportation customer loyalty. The result obtained shows that service quality influence significantly customer loyalty by 24,1%.

scholarly journals FORMING CUSTOMER LOYALTY THROUGH FACTORS IN MEDIATION OF CUSTOMER SATISFACTION

2021 ◽  
Vol 2 (2) ◽  
pp. 233-249
Author(s):  
Agung Hudaya
Keyword(s):  
Structural Equation Modeling ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Structural Equation ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Equation Modeling

The purpose of this study is to determine how price, service quality, customer satisfaction on customer loyalty and how much influence, price, service quality on customer satisfaction which has implications for customer loyalty. The sample used in this study amounted to 100 respondents who were taken by simple random sampling technique. Data analysis in this study used Structural Equation Modeling (SEM) which was carried out with the help of the SEM program from Smart PLS 3.0. Besides, this research also proves that the price variable will affect customer satisfaction, then the price will also affect customer loyalty, as well as service quality affects customer satisfaction and will also affect customer loyalty. and also the mediating variable of customer satisfaction which will affect customer loyalty. Blanja.com in Jakarta.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN PADA LEMBAGA PENYIARAN PUBLIK RADIO REPUBLIK INDONESIA MAKASSAR

2021 ◽  
Vol 2 (2) ◽  
pp. 47-55
Author(s):  
Nurhikma Amalia Ramli ◽  
Hasanuddin Remmang ◽  
Muhlis Ruslan
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Research Method ◽  
Sampling Technique ◽  
Cluster Sampling ◽  
Random Cluster ◽  
Physical Evidence ◽  
Support Tools ◽  
Broadcast Programs

Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan (bukti fisik, kehandalan, daya tanggap, jaminan, dan empati) terhadap loyalitas pelanggan yang dimana dalam hal ini adalah pendengar Radio Republik Indonesia Makassar. Metode penelitian yang digunakan adalah teknik non random sampling dengan menggunakan klaster sampling acak sebanyak 100 orang pendengar radio RRI. Hasil penelitian menunjukkan bahwa variabel keandalan memiliki pengaruh yang signifikan yang artinya siaran RRI Makassar konsisten dalam ketepatan siaran, keakuratan infomasi dan tepat waktu. Ketika menyiarkan program siaran, variabel daya tanggap memilik pengaruh yang signifikan kepada pendengar dalam bentuk layanan seperti menanggapi dan memberikan solusi kepada pendengar saat penyiaran maupun masalah-masalah yang disampaikan oleh pendengar ke penyiaran atau ke RRI Makassar. Variabel   jaminan berpengaruh signifikan yang artinya jaminan yang telah diberikan oleh RRI Makassar telah memberikan kenyaman dalam mendengar dan melayani para pendengar radio RRI Makassar. Variabel empati berpengaruh signifikan artinya empati penyiar dan RRI makassar sudah peka terhadap keinginan dan kebutuhan pendengar. Begitupula dengan variabel bukti fisik memiliki pengaruh yang signifikan yang berarti menunjang siaran RRI Makassar sudah baik seperti alat pendukung siaran yang membuat frekuenzi dan suara penyiar jelas Ketika didengar. This study aims to study the effect of service quality (physical evidence, reliability, responsiveness, assurance, and empathy) on customer loyalty which in this case was the listener of Radio Republik Indonesia, Makassar. The research method used was a non-random sampling technique using a random cluster sampling of 100 RRI radio listeners. The results showed that the reliability variable had a significant effect, which means that RRI Makassar broadcasts were consistent in broadcasting accuracy, information accuracy, and on time. When broadcasting broadcast programs. The responsiveness variable had a significant effect on listeners in the form of services such as responding and providing solutions to listeners when broadcasting, as well as problems conveyed by listeners to the broadcasting or to RRI Makassar. The assurance variable had a significant effect, which means that the assurance provided by RRI Makassar had provided comfort in hearing and serving listeners of RRI Makassar. The empathy variable had a significant effect, meaning the broadcaster's empathy and RRI Makassar was already sensitive to the wants and needs of listeners. Also, the physical evidence variables had a significant effect, which means that supporting RRI Makassar broadcasts was good, such as broadcast support tools that made frequency and the announcer's voice was clearly heard.

scholarly journals Peran Kualitas Pelayanan Terhadap Loyalitas Pelanggan Jasa Transportasi Online

2019 ◽  
Vol 5 (1) ◽  
pp. 1-9
Author(s):  
Ingga Widi Aprilla ◽  
Sholihati Amalia
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Good Service ◽  
The People ◽  
The Mind ◽  
A Company

Service quality is a form of activity undertaken by a company that aims to meet the wants and needs of customers by providing good service. Customer loyalty is a consumer's assessment of the quality of the product or service it receives based on existing expectations in the mind. Loyal customers will always tend to only one brand even though there are many similar brands. Sample in this study amounted to 135 respondents, is the people of Bandung who have or often use online transportation. The sampling technique using simple random sampling. The purpose of this study is to find out the influence of service quality on online transportation customer loyalty. The result obtained shows that service quality influence significantly customer loyalty by 24,1%.

scholarly journals Pengaruh Perceived Service Quality dan Switching Cost terhadap Customer Loyalty

2019 ◽  
Vol 4 (2) ◽  
pp. 76-84
Author(s):  
Dhia Annisa Hidayaturrakhma ◽  
Eded Tarmedi ◽  
Lisnawati Lisnawati
Keyword(s):  
Regression Analysis ◽  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Switching Cost ◽  
Survey Method ◽  
Perceived Service Quality ◽  
High Category

Abstract: This research aims to determine the Effect of Perceived Service Quality and Switching Cost on Customer Loyaly in the IM3 Ooredoo Users in Indonesia. This research is a descriptive verification research, using explanatory survey method by simple random sampling technique with 150 respondents and the data were analized by multiple regression analysis with the help of SPSS 24.0. The outcome of this study indicate that the concept of perceived service quality is fairly high category, the concept of switching cost is fairly high category, the concept of customer loyalty is fairly high category, and the customer loyalty is influenced by both perceived service quality and switching cost.Keywords: Perceived Service Quality; Switching Cost; Customer Loyalty 

scholarly journals Effect Of Service Quality And Company Image On Customer Loyalty

2021 ◽  
Vol 2 (1) ◽  
pp. 51-54
Author(s):  
A.A. Ketut JAYAWARSA ◽  
A.A. Sri PURNAMI ◽  
Kadek Novita Maharani DEWI
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Technique ◽  
Corporate Image ◽  
Significant Positive Effect ◽  
Validity And Reliability ◽  
Regression Methods ◽  
Analysis Technique ◽  
Positive Effect

This study is entitled The Effect of Service Quality and Company Image on Customer Loyalty at PT. BPR Sari Jaya Sedana in Klungkung. The formulation of the problem is: How is the influence of service quality and company image on customer loyalty simultaneously and partially at BPR Sari Jaya Sedana. The objectives of this study were: To determine the effect of service quality and corporate image on customer loyalty simultaneously and partially at BPR Sari Jaya Sedana. The sample which is the object of this research is the customer at PT. BPR Sari Jaya Sedana. The sampling technique used random sampling technique with data collection techniques in the form of questionnaires with respondents as many as 40 customers. The data analysis technique used is the validity and reliability test, the classical assumption test, the determination test, the f test, and the t-test with multiple linear regression methods. The results showed that service quality and company image had a significant positive effect on customer loyalty. Then partially, service quality and company image also have a significant positive effect on customer loyalty.

scholarly journals KEPUASAN PELANGGAN MEMEDIASI PENGARUH KUALITAS PELAYANAN DAN PROMOSI TERHADAP LOYALITAS PELANGGAN

2018 ◽  
Vol 8 (1) ◽  
pp. 90
Author(s):  
Novianti Novianti ◽  
Endri Endri ◽  
Darlius Darlius
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Likert Scale ◽  
Validity And Reliability ◽  
Indirect Impact

Abstract. This study aims to examine the effect of service quality and promotiondirectly to customer satisfaction and customer loyalty. This study also examines theinfluence of service quality and promotion indirectly to customer loyalty throughcustomer satisfaction. The study was conducted on 175 customers of Cikarang MedikaFarma Pharmacy taken with simple random sampling technique and given questionnaire72 statement with Likert Scale to measure response to research variables. After testingthe validity and reliability, as well as the prerequisite test, conducted path analysis testusing software Lisrel 8.80. The results showed that there was a significant direct effectbetween service quality and promotion on customer satisfaction as well as on customerloyalty. Service quality also has a positive and significant indirect impact on customerloyalty through customer satisfaction. Promotion has a positive and significant indirecteffect on customer loyalty through customer satisfaction.

PENGARUH KEPEMIMPINAN DAN MOTVASI KERJA TERHADAP KUALITAS PELAYANAN PUBLIK (STUDI KASUS PADA KANTOR KEMENTERIAN AGAMA SUNGAI PENUH )

2020 ◽  
Author(s):  
Pahrizal
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Public Service ◽  
Random Sampling ◽  
Secondary Data ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Primary Data ◽  
Analysis Techniques ◽  
Intervening Variables

The research is proposed to test the influence of Leadership and Motivation Work on Public Service Quality. The population in this study was the Kantor Kementerian Agama Sungai Penuh who had received the last 1 year service at the Kantor Kementerian Agama Sungai Penuh, amounting to 260 people. Furthermore, by using the Slovin formula, a sample size of 158 people was chosen with a sampling technique based on Simple Random Sampling. This study uses primary data and secondary data. Data analysis techniques used are path analysis and hypothesis testing using t test with data analysis using SPSS version 20. The results of the study based on showing that partially the Leadership and motivation work have a positive and significant effect on Public Service Quality. The results also show that motivation work variables act as intervening variables between Leadership and Public Service Quality.

scholarly journals ANALISIS KAJIAN SOSIAL EKONOMI PEMBANGUNAN DAN PERLUASAN TOSERBA “ X ”

2018 ◽  
Vol 2 (2) ◽  
pp. 66-89
Author(s):  
Desfitriady Desfitriady ◽  
Tatang Kusmayadi
Keyword(s):  
Random Sampling ◽  
Research Method ◽  
Sampling Method ◽  
Secondary Data ◽  
Simple Random Sampling ◽  
Research Data ◽  
Qualitative And Quantitative ◽  
The Government ◽  
The Village ◽  
Descriptive Method

The purpose of this study is to know and understand the community in the Village Sayati Margahayu District Bandung regency with the development and extension of department store (Convenience Store) "X". The research method is descriptive method using qualitative and quantitative approach as the basis of analysis and interpretation. Sample determination technique used is cluster with simple random sampling method and purposive sampling, which means that the sample used in accordance with the purpose of research. Data which is primary and secondary data. The results showed that people responded positively and variedly about the decision to the extension of the "X" Stores, and only a small portion would be used, but it was only up to the government.

scholarly journals KUALITAS PRODUK DAN KUALITAS PELANAN SEBAGAI ANTASEDEN KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN (Studi Pada Pelanggan Waroeng Spesial Sambal “SS” Cabang Veteran Yogyakarta)

2020 ◽  
Vol 9 (1) ◽  
pp. 14
Author(s):  
Alo Rahmawati Mulyana ◽  
Hendro Setyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Customer's Loyalty ◽  
The City

 The aim of study is to  analyze about effect  product  quality  and  service  quality  on customer’s satisfaction to build customer’s loyalty at Waroeng Spesial Sambal “SS” in the branch of Veteran Yogyakarta. Population in this study are all consumers who make  purchases at Waroeng Spesial Sambal “SS” the branch in the  branch of Veteran Yogyakarta. While the sample  in  this  study  is a portion of consumers who have  made  purchases at least twice in the past year. The sampling technique uses purposive sampling. The data  used in this study is primary data. The number  of studies  in  this  study were  sixty  samples  in  the  city of Yogyakarta which  were processed  using  multiple linear regression  analysis  and mediation analysis  using SPSS 20 for windows. The results of the analysis in this study are: product quality dosen’t have a significant effect on customer satisfaction,  service quality has a significant effect on customer satisfaction, customer satisfaction doesn’t have a significant effect on customer loyalty, product quality  dosen’t  have a significant  effect on  customer loyalty and service quality has a significant effect on customer loyalty of the two independentvariables dosen’t indicate a mediating  relationship  with  customer  satisfaction as a mediator variable.

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