PENGARUH KUALITAS PELAYANAN DAN PROMOSI TERHADAP LOYALITAS NASABAH MELALUI KEPUASAN NASABAH PADA PT ADIRA DINAMIKA MULTIFINANCE Tbk

Multifinance bussiness is not always being about financing a vehicle transportation but the service quality for their consumer and the promotion do also, which is in those case the company will also trying to reach the satisfaction of consumer and company loyalty. The strategy have been done by Adira Finance before, but the problem which they faced was can not reach the optimal goals still. The problem was approached cause the strategy in service all at once the marketing strategy cant increase the loyalty which Company’s wanted yet, where its belonging indicated with the connection of consumer satisfaction. This research had a purpose, and it is to knowing the service quality and the promotion towards consumer loyalty through the satisfaction which is held by Adira Finance. The research also had a hypothesis which are service quality, the promotion and consumer satisfaction have a significant direct effect to consumer loyalty of Adira Finance. This research method using the survey method and the quetioner for doing the interview with respondents. By purposive sampling, Adira Finance consumer who was came to branch office (car exspecially) on Jakarta ( South Jakarta, Pancoran, Kelapa Gading Car, and West Jakarta) from Monday till Saturday, so being a hope, those sample can be represent a whole of car consumer at Jakarta. The data result will be analyze with SPSS 20 version. The research result show us that the promotion variable have a significant direct effect towards loyalty consumer, but its not also happened to service quality which not have a direct effect either. The service quality have its significant direct effect just for consumer satisfaction, and in the other side doing the direct effect towards consumer loyalty. This thing said that if the Company wants to increasing the loyalty of consumer then the consumer satisfaction is the good intervening variable for it, as well known the service quality have a significant effect and together with promotion will be affect the loyalty of consumer. But there is an another variable and factor in other than service quality, promotion and consumer satisfaction which can affect Adira Finance’s consumer loyalty. The company have to consider and learning more those another causes or factors and increasing the positive effect one, because the effect can be bigger than effect of the three variable in this research

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PENGARUH METODE PEMBELAJARAN DAN SIKAP BELAJAR SISWA TERHADAP NILAI AKADEMIK PADA SISWA SLTP NEGERI DI JAKARTA SELATAN

Pujangga ◽

10.47313/pujangga.v2i2.393 ◽

2018 ◽

Vol 2 (2) ◽

pp. 17

Author(s):

Eka Septiani

Keyword(s):

High School Students ◽

Direct Effect ◽

Junior High School ◽

Research Result ◽

Survey Method ◽

Learning Method ◽

School Students ◽

Learning Attitude ◽

Academic Grades ◽

Significant Direct Effect

ABSTRACT The title of research is The Effect of Teaching Methods and Learning Attitude of Academic Grades in Junior High School Students in South Jakartat. The aims to determine (a) the effect of Indonesian method of learning the value of a student's academi. The aim of this research was to determine the effect of Indonesian learning method to academic grades of student (b) knowing the influence of learning attitude to academic grades of student (c) knowing the influence of Indonesian learning method and learning attitude to determine the effect of academic grades of student. The method used is a survey method. The sample size of 60 eighth grade student of SLTPN 41 and SLTPN 107, selected using simple random sampling technique. The data collection was done by using observation and using questionnaire. Analysis of the data by using is ANOVA dua jalur. The research result shows: 1) There is a significant direct effect of jigsaw learning method withconvensional learning method to Indonesian academic grades of student, retrieved price Fhitung (56,517) > Ftabel (2,77) at a significant level 5%. 2)There is a significant direct effect of high learning attitude withlow learning attitudeto Indonesian academic grades of student, retrieved price Fhitung (18,056) > Ftabel (2,77) at significantlevel 5%. 3) There is a significant direct effect of learning methodand learning attitude students toIndonesian academic grades of student, retrieved price Fhitung (5,235) > Ftabel (2,77) at significant level 5%. This research resultis useful for improvement Indonesian academic grades of student. Keyword: Indonesian learning method , learning attitude, and Indonesian academic grades of student.

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PENGARUH SERVQUAL TERHADAP KEPUASAN YANG BERDAMPAK PADA LOYALITAS PENGGUNA E-WALLET (OVO)

BISMA ◽

10.19184/bisma.v14i1.10990 ◽

2020 ◽

Vol 14 (1) ◽

pp. 48

Author(s):

Bob Foster

Keyword(s):

Service Quality ◽

Direct Effect ◽

Random Sampling ◽

Consumer Satisfaction ◽

Structural Equation ◽

Sampling Technique ◽

Equation Modeling ◽

Consumer Loyalty ◽

Verification Method ◽

Digital Wallet

The purpose of this study is to analyze the direct effect of service quality on satisfaction, the direct effect of service quality and satisfaction on loyalty, the direct effect of satisfaction on loyalty, and the indirect effect of service quality on the loyalty of the users of e-wallet or digital wallet application (Ovo). The research sample consisted of 100 respondents taken by convenience random sampling technique. This research used a descriptive verification method. Data were analyzed using structural equation modeling run by Lisrel 8.80 software. The results showed that service quality and satisfaction had a positive and significant effect on loyalty, service quality had a positive and significant effect on satisfaction, and service quality had a positive and significant effect on loyalty as mediated by satisfaction. These results indicate that increasing service quality will increase consumer satisfaction, which finally increases consumer loyalty. Keywords: loyalty, satisfaction, service quality

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PENGARUH CITRA RUMAH SAKIT DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PASIEN MELALUI KEPUASAN PASIEN (STUDI PADA RUMAH SAKIT UMUM KARDINAH TEGAL)

Multiplier: Jurnal Magister Manajemen ◽

10.24905/mlt.v3i1.1290 ◽

2019 ◽

Vol 3 (1) ◽

Author(s):

M. Andi Ardiyanto ◽

Mr. Tabrani

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Consumer Satisfaction ◽

Positive Influence ◽

Sem Analysis ◽

Consumer Loyalty ◽

Analysis Method ◽

Collection Method ◽

Positive Effect

M. Andi Ardiyanto. Influence of Image and Quality of Service To Consumer Loyalty Through Consumer Satisfaction (Study At Hospital KardinahTegal). Thesis.Tegal: Master of Management Pancasakti University of Tegal. 2017 The purpose of this research is to test empirically the influence of image and service quality to consumer loyalty through consumer satisfaction (Study AtHospital KardinahTegal). The research variables in this research are image, service quality, satisfaction and loyalty. The hypothesis of this study is the image and quality of service influence on consumer loyalty through consumer satisfaction. Data collection method used in this research is questionnaire. While the data analysis method used is SEM analysis using AMOS application The result of this research are (1) image have positive effect to satisfaction (2) service quality have positive effect to satisfaction (3) image have positive effect to loyalty (4) service quality have positive influence to loyalty (5) satisfaction positive effect to loyalty (6) Can mediate the influence of the image on loyalty but satisfaction can not mediate the influence of service quality on loyalty.Keywords: Image, Service Quality, Satisfaction, Loyalty

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CSR EFFECT ON MARKET AND FINANCIAL PERFORMANCE

El Dinar ◽

10.18860/ed.v1i02.2525 ◽

2014 ◽

Vol 1 (02) ◽

Cited By ~ 2

Author(s):

Dian Masita Dewi

Keyword(s):

Financial Performance ◽

Direct Effect ◽

Research Result ◽

Value Added ◽

Market Value ◽

Return On Assets ◽

Return On Equity ◽

Market Value Added ◽

Positive Effect ◽

Significant Direct Effect

This study aims to predict causality model [33] effect of Corporate Social Responsibility on financial performance. This study also examines motivation of CSR implementation based on financial performance and market performance in non-financial public companies and banks that disclose CSR activities and listed at Indonesia Stock Exchange during 2007–2009. Numbers of samples were 46 companies. Data was analyzed by GSCA. Research result showed that there was a significant direct effect between CSR on Return on Assets (ROA), Return on Equity (ROE). In contrast, there was no significant direct effect between CSR on Market Value Added (MVA). In addition, there was a significant direct effect between Return on Assets (ROA) on CSR, Return on Equity (ROE) on CSR and there was no significant direct effect between Market Value Added (MVA) on CSR. There were three empirical findings novelties of this study. First, return on assets (ROA) has positive effect on CSR and otherwise CSR has positive effect on ROA. Second, ROE has positive effect on CSR and otherwise CSR has positive effect on ROE. Last, MVA affect on CSR and otherwise CSR affect on MVA.

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ANALYSIS OF SERVICE QUALITY AND TRUST ON CONSUMER LOYALTY WITH SATISFACTION AS AN INTERVENING VARIABLE (CASE STUDY OF P.O BORLINDO)

Hasanuddin Journal of Applied Business and Entrepreneurship ◽

10.26487/hjabe.v3i2.314 ◽

2020 ◽

Vol 3 (2) ◽

pp. 1-10

Author(s):

Abdul Razak Sabara ◽

Otto Randa Payangan ◽

Muhammad Ismail

Keyword(s):

Service Quality ◽

Consumer Satisfaction ◽

Field Research ◽

Secondary Data ◽

Research Data ◽

Consumer Loyalty ◽

Descriptive Research ◽

Quantitative Descriptive ◽

Positive Effect

This research aims to determine the effect of service quality and trust on the consumers' loyalty through consumer satisfaction directly and indirectly. The research was conducted at PO Borlindo by taking passengers as a research object. This research draft uses quantitative descriptive research with direct observation in the field. Research data form primary and secondary data from the company. Data is processed and analyzed by path analysis methods with IBM-SPSS. The results showed that the Service quality and trust positively affect consumer satisfaction and consumer loyalty directly. Trust had a positive effect on consumers' loyalty through consumer satisfaction. The hypothesis testing shows that the service quality variable is the variable with the lowest level of influence among other variables on consumer loyalty at PO Borlindo.

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DETERMINAN NILAI PELANGGAN & IMPLIKASINYA TERHADAP LOYALITAS KONSUMEN DI BANK SYARIAH WILAYAH DKI JAKARTA

Journal Competency of Business ◽

10.47200/jcob.v3i2.675 ◽

2019 ◽

Vol 3 (2) ◽

pp. 144-165

Author(s):

Hanan Wihasto

Keyword(s):

Product Quality ◽

Customer Value ◽

Distribution Channels ◽

Marketing Communications ◽

Survey Method ◽

Marketing Communication ◽

Consumer Loyalty ◽

Significant Positive Effect ◽

Dominant Contribution ◽

Positive Effect

The purpose of this study was to determine and analyze the effect of Marketing Communications on Customer Value. To know and analyze the influence of product quality on Customer Value. To know and analyze the influence of Distribution Channels for Customer Value. To know and analyze the effect of Marketing Communications, Product Quality and Distribution Channels together on Customer Value. To know and analyze the impact of the Consumer LoyaltyMarketing Communications. To know and analyze the influence of product quality on Consumer Loyalty. To know and analyze the influence of Distribution Channels for Consumer Loyalty. To know and analyze the effect on the Customer Value Customer Loyalty. To know and analyze the effect of Marketing Communications, Product Quality, Distribution Channels andCustomer Value jointly against Consumer Loyalty. The method used is survey method descriptive and explanatory survey with asample size of 435 respondents, as well as data analysis method used is SEM (Structural Equation Modelling) with LISREL 8.80. Based on the results of the study, then obtained the following findings: Marketing Communications positive and significant impact on Customer Value. Product quality and significant positive effect on Customer Value. Distribution Channels positive and significant impact on Customer Value. Marketing Communication, Product Quality and Distribution Channels simultaneously positive and significant impact on Customer Value. Partially Marketing Communications dominant contribution in influencing the Customer Value. Marketing Communications positive and significant impact on consumer loyalty. Product quality and significant positive effect on consumer loyalty. Distribution Channels positive and significant impact on consumer loyalty. Customer Value positive and significant impact on consumer loyalty. Marketing Communication, Product Quality, Distribution Channels and Customer Value simultaneously positive and significant impact on consumer loyalty. Partially Marketing Communications dominant contribution in influencing consumer loyalty.

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PERAN MEDIASI KEPUASAN PELANGGAN PADA PENGARUH E-SERVICE QUALITY, PERSEPSI HARGA, DAN PROMOSI PENJUALAN TERHADAP LOYALITAS PELANGGAN

Jurnal Fokus Manajemen Bisnis ◽

10.12928/fokus.v10i2.2886 ◽

2020 ◽

Vol 10 (2) ◽

pp. 249

Author(s):

Risa Septiani ◽

Nurhadi Nurhadi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Sampling Technique ◽

Sales Promotion ◽

Survey Method ◽

Validity And Reliability ◽

Online Questionnaire ◽

Price Perception ◽

Positive Effect

This study aim was to determine the effect of e-service quality, price perception, and sales promotion on customer loyalty through customer satisfaction on Gojek customers in Yogyakarta. This research is a quantitative study with survey method. The population in this study were Gojek customers in Yogyakarta. The sampling technique used was purposive sampling, with a total sample of 235 respondents. The technique of collecting data used an online questionnaire that has been tested for validity and reliability. The data analysis technique used to test the hypothesis was bootstrapping method using macro PROCESS by Andrew F. Hayes. The results of this study show that there is a positive effect of e-service quality on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of price perception on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of sales promotion on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of customer satisfaction on the loyalty of Gojek Yogyakarta customers, there is a positive effect of e-service quality on the loyalty of Gojek Yogyakarta customers, there is a positive effect of price perception on the loyalty of Gojek Yogyakarta customers, there is a positive effect of sales promotion on the loyalty of Gojek Yogyakarta customers, and there is the effect of e service quality, price perception, and sales promotion on customer loyalty through Gojek Yogyakarta customer satisfaction, as evidenced by the e-service quality variable mediation coefficient of 0,0442; the mediation coefficient of price perception variable is 0,0404; and the mediation coefficient of sales promotion variable is 0.0676.

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Determinants of Customer Loyalty Dimensions

Journal of Electronic Commerce in Organizations ◽

10.4018/jeco.2021010101 ◽

2021 ◽

Vol 19 (1) ◽

pp. 1-23

Author(s):

Doddahulugappa Goutam ◽

Gopalakrishna B. V. ◽

Shirshendu Ganguli

Keyword(s):

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Three Dimensions ◽

Equation Modeling ◽

Survey Method ◽

Substantial Impact ◽

Factors Influencing ◽

Positive Effect ◽

Email Survey

This study aims to explore the factors influencing attitudinal, affective, as well as cognitive loyalties. Theoretical framework was developed by integrating the e-service quality, e-satisfaction, e-loyalty (the three dimensions), e-commitment, and e-trust. Nine hundred thirty-seven valid replies were collected from internet shoppers through using email survey method. Exploratory factor analysis as well as Structural equation modeling was accomplished to examine the anticipated model by using SPSS-V23 and AMOS-V23. Results confirm that e-service quality has an influence on satisfaction, trust, and commitment. The authors have considered e-satisfaction, e-trust, and e-commitment as mediating variables between e-service quality and e-loyalty dimensions and tested for it as well. E-satisfaction has a substantial impact on e-trust and trust acts as a mediator between satisfaction and attitudinal, affective, and cognitive loyalty. Further, e-trust has an influence on commitment and commitment acts as a mediator between trust and attitudinal, affective, and cognitive loyalty. Moreover, commitment has a positive effect on attitudinal and cognitive loyalty but does not have any impact on affective loyalty.

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Pengaruh Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Nasabah di Bank Muamalat Indonesia Kantor Cabang Yogyakarta

El-Barka: Journal of Islamic Economics and Business ◽

10.21154/elbarka.v2i1.1646 ◽

2019 ◽

Vol 2 (1) ◽

pp. 136

Author(s):

Annas Syams Rizal Fahmi ◽

Faridl Noor Hilal

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

T Test ◽

Good Communication ◽

Branch Office ◽

Positive Effect ◽

Customer Satisfaction And Loyalty

Abstract: Based on the t test, the Service Quality variable influences Customer Satisfaction at the Bank Muamalat Indonesia Branch Office in Yogyakarta, which can be indicated by tcount greater than t table (1,981> 1,290). And in the results of this study, researchers can conclude that the above indicators have been reached by the Bank Muamalat Indonesia Branch Office in Yogyakarta, with the result that the level of quality of services provided by the Bank can be called satisfactory. One of the factors that influence satisfaction is empathy which includes ease of relationship, good communication, personal attention and understanding customer needs. Based on the t test shows that tcount is greater than t table (2,188> 1,290), meaning that the service quality variable has a significant positive effect on the variable customer loyalty. In this study, researchers found results that t count is greater than t table where this indicates that Service Quality has a positive effect on customer loyalty. The researcher in this study concluded the results that Service Quality has a very important influence on Customer Satisfaction and Customer Loyalty (Customer Satisfaction And Loyalty), especially in a case study at Bank Muamalat Indonesia, Yogyakarta Branch Office. الملخص: استنادًا إلى اختبار t ، يؤثر متغير جودة الخدمة على رضا العملاء في المكتب الفرعي لبنك معاملة إندونيسيا في يوجياكارتا ، والذي يمكن الإشارة إليه بحساب أكبر من عدد t الجدولي (1،981> 1،290). وفي نتائج هذه الدراسة ، يمكن للباحث أن يستنتج أن المؤشرات المذكورة أعلاه قد تم الوصول إليها من قبل مكتب فرع بنك معاملة إندونيسيا مكتب فرع يوجياكارتا ، مما أدى إلى أن مستوى جودة الخدمات التي يقدمها البنك يمكن أن يُعتبر مرضيا. أحد العوامل التي تؤثر على الرضا هو التعاطف الذي يتضمن سهولة العلاقة والتواصل الجيد والاهتمام الشخصي وفهم احتياجات العملاء. بناءً على اختبار t ، يظهر أن عدد t الحسابي أكبر من عدد t الجدولي (2،188> 1،290) ، مما يعني أن متغير جودة الخدمة له تأثير إيجابي كبير على ولاء العملاء المتغير. في هذه الدراسة ، وجد الباحث نتائج تشير إلى أن عدد t الحسابي أكبر من عدد t الجدولي حيث يشير هذا إلى أن جودة الخدمة لها تأثير إيجابي على ولاء العملاء. خلص الباحث في هذه الدراسة إلى نتائج مفادها أن جودة الخدمة لها تأثير مهم على رضا العملاء وولاء العملاء (رضا العملاء وولائهم) ، وخاصة في دراسة حالة في بنك معاملة إندونيسيا ، مكتب فرع يوجياكارتا. Abstrak: Berdasarkan uji t, variabel Kualitas Layanan mempengaruhi Kepuasan Pelanggan di Kantor Cabang Bank Muamalat Indonesia di Yogyakarta, yang dapat ditunjukkan oleh t hitung lebih besar dari t tabel (1,981> 1,290). Dan dalam hasil penelitian ini, peneliti dapat menyimpulkan bahwa indikator di atas telah dicapai oleh Kantor Cabang Bank Muamalat Indonesia di Yogyakarta, dengan hasil bahwa tingkat kualitas layanan yang diberikan oleh Bank dapat disebut memuaskan. Salah satu faktor yang mempengaruhi kepuasan adalah empati yang meliputi kemudahan dalam hubungan, komunikasi yang baik, perhatian pribadi dan pemahaman kebutuhan pelanggan. Berdasarkan uji t menunjukkan bahwa thitung lebih besar dari ttabel (2,188> 1,290), artinya variabel kualitas layanan berpengaruh positif signifikan terhadap variabel loyalitas pelanggan. Dalam penelitian ini, peneliti menemukan hasil bahwa t hitung lebih besar dari t tabel di mana ini menunjukkan bahwa Kualitas Layanan memiliki efek positif terhadap loyalitas pelanggan. Peneliti dalam penelitian ini menyimpulkan hasil bahwa Kualitas Layanan memiliki pengaruh yang sangat penting pada Kepuasan Pelanggan dan Loyalitas Pelanggan (Kepuasan Pelanggan dan Loyalitas), terutama dalam studi kasus di Bank Muamalat Indonesia, Kantor Cabang Yogyakarta.

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Patient’s opinion about tangible aspect of Universitas Padjadjaran Dental Hospital

Padjadjaran Journal of Dentistry ◽

10.24198/pjd.vol26no2.26703 ◽

2014 ◽

Vol 26 (2) ◽

Author(s):

Endrou Daulat Perkasa ◽

Sri Susilawati ◽

Grace Virginia Gumuruh

Keyword(s):

Service Quality ◽

Consumer Satisfaction ◽

Mean Value ◽

Survey Method ◽

Patient’S Satisfaction ◽

Descriptive Research ◽

Research Survey ◽

Dental Hospital ◽

Quality Dimensions ◽

Service Quality Dimensions

Introduction: Every hospital seeks to provide the best service quality in order to fulfill patient’s expectations. One of the service quality dimensions’ indicator of consumer satisfaction is tangible aspect. Tangible describes the availability of facilities and physical performance that can be directly perceived by consumers, readily defined as representation the patient’s satisfaction level of hospital service quality. The purpose of this study was to determine the patient’s opinion about tangible aspect in RSGM UNPAD. Methods: The study was conducted using a descriptive research survey method. sampling method using purposive technique sampling. Data obtained from a survey conducted by researcher from patients who had received treatment at RSGM UNPAD. A questionnaire was used as validation instrument. Results: The service elements of the appearance in non-medical employees which have an mean value of 3.036.Tangible aspect of RSGM UNPAD has total mean value of 2,684. This result include the employees’s performance, location of RSGM and some facilities available in RSGM. The results of the study in table 3 show the service elements of UNPAD RSGM facilities have an mean value of 1,985. mean value of dimension of the physical appearance dimensions of RSGM UNPAD of 2.684. Conclusion: RSGM UNPAD have good mean value in tangible aspects according to patient’s opinion.

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