PENGARUH KINERJA DISTRIBUSI FISIK DAN KUALITAS PELAYANAN TERHADAP CITRA PERUSAHAAN SERTA IMPLIKASINYA PADA LOYALITAS PELANGGAN (Survey pada Pelanggan PT. ATRI DISTRIBUSINDO di Bandung)

This study aims to obtain empirical evidence about the influence of physical distribution performance and quality of service to the company's image as well as the implications for customer loyalty in the PT Arri Distribusindo Bandung. The results are expected contribute to the development of management science and management especially marketing and consumer behavior. For those of similar companies and practitioners, ir is hoped the results of this study can provide useful information about the importance of physical distribution performance and quality of services, especially on the image of the company, which in num can increase customer loyalty as an evaluation tool. The study was conducted at PT Atri Distribusinda Bandung. Methods of research using survey methods with quantitative research approaches. While the ype of research the form Descriptive Explanation Verificative Research and Research with a time horizon in the form of cross-sectional data that reflects the picture of a state at a given moment. To test the hypothesis of statistical methods of research used path amalysis (path analysis).The test results of research found a significant relationship between the performance of physical distribution service qualin, as well as from the results of the test reveal significant influence of the physical distribution performance and quality of service to the company's image either partially or simultaneously, was also found significant relationship between the performance of the distribution plysical and quality of services to the corporate image that has implications for customer loyalty . Keywords: Performance of physical distribution, service quality, corporate image and customer loyalty

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PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH MELALUI CITRA PERUSAHAAN SEBAGAI VARIABEL MEDIASI

E-Jurnal Manajemen Universitas Udayana ◽

10.24843/ejmunud.2018.v07.i12.p11 ◽

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.

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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANCO NACIONAL COMERCIO TIMOR LESTE

E-Jurnal Ekonomi dan Bisnis Universitas Udayana ◽

10.24843/eeb.2017.v06.i11.p05 ◽

2017 ◽

pp. 3857

Author(s):

Artur Avila de Jesus Boavida

Keyword(s):

Quality Of Service ◽

Customer Loyalty ◽

Linear Regression Analysis ◽

Quality Of Services ◽

Sample Collection ◽

A Value ◽

Timor Leste ◽

Financial Transactions ◽

Customer Satisfaction And Loyalty

The purpose of this research to explain the influence of the quality of service for customer satisfaction and loyalty .Of respondents used as many as 120 with the sample collection technique using a purposive the sampling method and criteria for 1 years to customers .Linear regression analysis of data using techniques and was presented with the application of double spss .Test the validity of an instrument of free and variable variable bound having a correlation coefficient with a value above 0.30 positive .The results of konformatori variable quality of services , satisfaction and loyalty of customers have known that all indicators of loading up 0.60 factor Based on the results of the coefficients determinan 45.48 % capable of being explained this model and the rest 54.51 influenced by other factors .The results of the testing of hypotheses service quality influential significantly to satisfaction .The quality of service influential significantly to customer loyalty and satisfaction influential significantly to customer loyalty . Based on the discussion of the results of research and the need of advice given to improvements in the dimensions of quality of services especially physical evidence that is the facility as a means to do financial transaction as well as the dimensions of resources in the delivery of tangap clear information to meet the expectations so that customers remain loyal in using the product and is still conducting financial transactions.

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PENGARUH KUALITAS PELAYANAN DAN CITRA PERUSAHAAN TERHADAP LOYALITAS PELANGGAN TIKI (TITIPAN KILAT) CABANG PADANG

10.31219/osf.io/h8x52 ◽

2019 ◽

Author(s):

Firma Tri Yulianda ◽

Aminar Sutra Dewi

Keyword(s):

Quality Of Service ◽

Data Analysis ◽

Customer Loyalty ◽

Quantitative Research ◽

Corporate Image ◽

Service Reliability ◽

Insignificant Effect ◽

Analysis Technique ◽

Image Variables

Still low customer rating will be the quality of service company TIKI (express flash) is very loyal to the services provided by the company to its customers. This study purposes to test the effect of the the quality of service (reliability, responsiveness, assurance, emphaty), and corporate image variables to customer loyalty variables at TIKI branch of Padang. Methods of data collection were done through questionnaire distribution with a sample of 96 respondents. This type of research is descriptive quantitative research. The data analysis technique used is multiple linear regression. Based on the results of data processing, it can be seen that tangibles have positive and significant influence with customer loyalty, reliability has negative and insignificant effect with customer loyalty, responsiveness has negative and insignificant effect with customer loyalty, assurance has negative and insignificant effect with customer loyalty, emphaty has positive and insignificant effect with customer loyalty, image companies have a positive and significant impact with customer loyalty.

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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANCO NACIONAL COMERCIO TIMOR LESTE (BNCTL)

E-Jurnal Ekonomi dan Bisnis Universitas Udayana ◽

10.24843/eeb.2017.v06.i09.p02 ◽

2017 ◽

pp. 3235

Author(s):

Artur Avila De Jesus Boavida

Keyword(s):

Quality Of Service ◽

Customer Loyalty ◽

Linear Regression Analysis ◽

Quality Of Services ◽

Sample Collection ◽

A Value ◽

Timor Leste ◽

Financial Transactions ◽

Customer Satisfaction And Loyalty

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PERSEPSI PASIEN ATAU KELUARGANYA TERHADAP MUTU PELAYANAN UNIT GAWAT DARURAT

JURNAL BIOMEDIK (JBM) ◽

10.35790/jbm.7.3.2015.9485 ◽

2015 ◽

Vol 7 (3) ◽

Author(s):

Starry H. Rampengan

Keyword(s):

Quality Of Service ◽

Patient Satisfaction ◽

Public Hospital ◽

Quality Of Services ◽

Emergency Unit ◽

Cross Sectional ◽

Patients Satisfaction ◽

Poor Families ◽

Response Capacity

Abstract: Prof. Dr. R.D. Kandou General Hospital in Manado is an A-class public hospital with a capacity of 745 beds. About 80% of hospitalization comes from the Emergency Unit. Until now, complaints are still found in the suggestion box as well as from mass media about the unsatisfied patients. To date, there is no study that can be justified regarding the complaints of those patients. This study aimed to analyze the level of patient satisfaction in order to maintain the quality of services at the Emergency Unit. The study was conducted between September to December 2013 as a cross-sectional prospective study in eligible 98 patients who visited the Emergency Unit Department of Prof. Dr. R.D. Kandou Hospital. By using SERVQUAL dimension associated with the level of patients’ satisfaction, a data collection of visitors at the Emergency Unit was obtained. The results showed that the overall perception of patients or their families on the quality of service at the Emergency Unit was 82.33%. However, one of components in SERVQUAL dimension (quality of service) had the lowest score, i.e. on the dimension of response capacity including prompt or immediate service provided for customers. Patients who came from poor families got the highest score (112.74) on all kinds of SERVQUAL dimension.Keywords: patient satisfaction, quality of service, patient perceptionAbstrak: RSUP Prof. Dr. R.D. Kandou Manado merupakan salah satu rumah sakit milik pemerintah, tergolong kelas A dengan kapasitas 745 tempat tidur. Sebanyak 80% pasien rawat inap berasal dari Unit Gawat Darurat RSUP. Walaupun melayani seluruh strata sosial ekonomi dan juga sebagai rujukan pasien miskin dan terlantar, hingga saat ini masih dijumpai keluhan melalui kotak saran dan media massa yang menyangkut ketidakpuasan pasien tersebut. Belum ada penelitian yang dapat dipertanggungjawabkan menyangkut berbagai keluhan pasien tersebut. Penelitian ini bertujuan untuk membuat analisis yang menyangkut tingkat kepuasan pasien agar dapat menjadi masukan dalam merumuskan kebijakan upaya menjaga mutu pelayanan di UGD. Penelitian ini dilakukan di RSUP Prof. Dr. R. D. Kandou pada periode waktu September-Desember 2013 dengan desain potong lintang terhadap 98 pasien UGD yang memenuhi syarat penelitian. Dengan menggunakan dimensi SERVQUAL yang dikaitkan dengan tingkat kepuasan pasien, dilakukan pengumpulan data pengunjung UGD selama periode tertentu. Persepsi pasien terhadap pelayanan akan baik bila tingkat kepuasan pasien tinggi. Persepsi pasien atau keluarganya terhadap mutu pelayanan UGD secara keseluruhan sebesar 82,33%. Pada salah satu unsur dimensi SERVQUAL (mutu pelayanan) dengan nilai paling rendah yaitu dimensi daya tanggap meliputi antara lain pelayanan yang segera atau cepat bagi pelanggan. Pasien dengan status gakin mendapatkan skor yang tinggi (112,74) terhadap semua dimensi SERVQUAL.Kata kunci: kepuasan pasien, mutu pelayanan, persepsi pasien

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Customer Loyalty Creation Based On Customer and Trust Satisfaction from Quality of Service in Pt. Pharos Indonesia Branch Denpasar

International Journal of Contemporary Research and Review ◽

10.15520/ijcrr/2018/9/02/434 ◽

2018 ◽

Vol 9 (02) ◽

pp. 20493-20502

Author(s):

Ni Ketut Trisna Utami ◽

I Wayan Sujana ◽

I Nengah Suardhika

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Model ◽

Partial Least Square ◽

Least Square ◽

Quality Of Services

This study aims to test and analyze service quality, customer satisfaction, trust and customer loyalty. This research was conducted at PT. Pharos Indonesia Denpasar Branch with research population is outlet that make purchasing, sample used 100 units with purposive sampling method. All data obtained from questionnaires are suitable for use, then analyzed using structural equation model based on variance analysis known as Partial Least Square (PLS). The results showed that the better the quality of service provided to customers, it will have a better impact on improving customer satisfaction, the better the quality of services provided to customers, it will have an impact on increasing trust customers, the more satisfied customers will have an impact on the increase of customer loyalty, the higher the trust the customer will have an impact on increasing customer loyalty, the more satisfied customers will have an impact on increasing trust customers and the better quality of services provided to customers will have an impact on increased customer loyalty. The implication of this research is that service quality can be improved by considering reliability, customer satisfaction can be improved by paying attention to customer satisfaction to the whole product. Trust can be improved by taking into account competence and customer loyalty can be improved by paying attention to make purchases regularly.

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Pengaruh Kualitas Pelayanan Terhadap Niat Ulang Dengan Menggunakan Produk Yang Lain Melalui Kepercayaan Nasabah Bank Syariah Mandiri Kantor Cabang Boulevard di Surabaya

Jurnal Ekonomi Syariah Teori dan Terapan ◽

10.20473/vol1iss20148pp546-564 ◽

2015 ◽

Vol 1 (8) ◽

pp. 546

Author(s):

Aditya Okta Viandhy ◽

Ririn Tri Ratnasari

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Path Analysis ◽

Customer Loyalty ◽

Purchase Intention ◽

Sampling Procedure ◽

Quantitative Approach ◽

Quality Of Services ◽

Islamic Perspective

This study aims to determine the effect of service quality on intention to re-use products other Bank Syariah Mandiri through the trust as an intervening variable.The method used is quantitative approach. Characteristics of the sample used is 30 customers of Bank Syariah Mandiri Boulevard branch in Surabaya who use a particular product. Sampling is using nonprobability sampling with purposive sampling procedure. The analytic technique is used path analysis or path analysis.The results showed that the quality of services significantly influence customer confidence in Bank Syariah Mandiri Boulevard in Surabaya. Other results show that trust significantly influence purchase intention by re-using the products of Bank Syariah Mandiri others. While service quality does not significantly influence customers' purchase intention by re-using the products of Bank Syariah Mandiri others.Advice for Bank Syariah Mandiri branch in Surabaya Boulevard to always improve the quality of service to customers through good SERVQUAL and maintain the trust that exists between the customer and the bank to always be honest and maintain the trust that has been given by the customer to the bank. For further research can add variable customer loyalty in the Islamic perspective.

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PENGARUH KUALITAS PELAYANAN, KEPUASAN NASABAH DAN CITRA PERUSAHAAN TERHADAP LOYALITAS NASABAH PT. BANK CENTRAL ASIA TBK KANTOR CABANG PONDOK GEDE PLAZA

Jurnal Manajemen Bisnis Krisnadwipayana ◽

10.35137/jmbk.v7i1.249 ◽

2019 ◽

Vol 7 (1) ◽

Author(s):

Iwan Kurniawan Subagja ◽

Putri Herlanies Susanto

Keyword(s):

Quality Of Service ◽

Linear Regression ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Corporate Image ◽

Good Relationship ◽

Image Variables ◽

Variable Quality

This study aims to investigate whether there is an influence of service quality on customer loyalty, determine whether there is an influence of customer satisfaction on customer loyalty, find out if there is partial effect between corporate image on customer loyalty and determine whether there are influence service quality, customer satisfaction and corporate image of the customer loyalty. Study sample in this research is 60 a sample and the technical sampling using incidental sampling. Analysis of data using multiple linear regression.The analysis showed that the effect of service quality on customer loyalty and has a significant relationship, customer satisfaction variables found to influence positive but not significant and the Corporate's image variables showed no effect on customer loyalty. Variable quality of service, customer satisfaction, and corporate image have influence and have a significant level of good relationship on customer loyalty.

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Pengaruh Kualitas Pelayanan, Reputasi Perusahaan, Dan Kepuasaan Nasabah Dalam Menciptakan Loyalitas Nasabah Pada Penggunaan Mobile Banking Di Pt Bank Xyz

Jurnal Manajemen Bisnis dan Kewirausahaan ◽

10.24912/jmbk.v3i3.4972 ◽

2019 ◽

Vol 3 (3) ◽

Author(s):

Octario Edo Setyawan Dan Anas Lutfi

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Customer Loyalty ◽

Positive Impact ◽

Linear Regression Analysis ◽

Multiple Linear Regression Analysis ◽

Primary Data ◽

Mobile Banking ◽

Cross Sectional

This study aims to analyze the quality of service, reputation and loyalty of customers to mobile banking user loyalty at Bank XYZ. In addition, it can provide valuable input for customers in maintaining and improving service quality and customer satisfaction. This research uses qualitative methods and is included in survey research. Data to be used is the primary data obtained through the distribution of questionnaires. This, in this study is a Bank XYZ loan. The number of surveys will be conducted on 122 people who have used mobile banking at Bank XYZ. According to Aritonang (2007), the minimum number of respondents is 5 times from the question point, that is 5 x 22: 110 obtained from the number of respondents is 122. The research period is cross sectional where the data is done at one time. Time is done in the period April - May 2018. Data analysis is done using statistical analysis with multiple linear regression analysis with the help of SPSS program version 24.00. The results showed that customer satisfaction and satisfaction proved to have positive and positive impact on customer loyalty at PT Bank XYZ. Quality of service and customer satisfaction is very influential as much as 61.6% of customer loyalty. The company's reputation proved to have no effect on customer loyalty in PT Bank XYZ because it has a sig value> 0.05.

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PENGARUH PELAYANAN DAN TEKNOLOGI TERHADAP LOYALITAS NASABAH PADA BANK NAGARI CABANG UTAMA PADANG

10.31219/osf.io/xb2wr ◽

2019 ◽

Author(s):

Karneli ◽

Febsri Susanti

Keyword(s):

Quality Of Service ◽

Product Development ◽

Customer Loyalty ◽

Maximum Error ◽

Quality Of Services ◽

Intense Competition ◽

Independent Variable ◽

The City

Current problems faced by Nagari Bank include delays in determining product development, lack of media promotion and intense competition. In addition, the quality of services provided by Bank Nagari in serving its customers is still not satisfactory. The quality of service is not yet optimal and classified as sluggish compared to other banking companies in the city of Padang. Likewise with the application of technology to the Nagari Bank, it still lags behind other banks. The population used in this study were all Bank Nagari customers in the city of Padang, amounting to 39781 people in 2016. Whereas in the number of samples the Slovin formula was used as many as 100 people. In the independent variable is service and technology, and for the dependent variable is customer loyalty. From the results of testing the second independent variable hypothesis as measured by technology found a significant value of 0.000. In testing the hypothesis set the maximum error is consistent using alpha 0.05 means sig 0.000

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