PERAN SERVICE QUALITY DAN LOYALTY PROGRAM SEBAGAI PEMBENTUK LOYALITAS NASABAH

2018 ◽  
Vol 8 (1) ◽  
pp. 30
Author(s):  
Whony Rofianto ◽  
Brilyan Wicaksono ◽  
Rachdiaz Judha D
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Loyalty Program

Kebanyakan bisnis seperti bisnis ritel melaksanakan program loyalitas untuk meningkatkan kepuasan pelanggan mereka dan mencegah pelanggan mereka berpindah ke pesaing mereka. Namun, keberhasilan program ini tidak dibuktikan. Muncul masalah bahwa loyalitas program yang dibuat oleh Bank tidak berhasil menciptakan kesetiaan. Mekanisme loyalitas ini tidak menciptakan kesetiaan kepada satu supermarket karena pelanggan milik lebih dari satu program loyalty supermarket untuk mendapatkan harga spesial dan promosi.Dengan demikian, penelitian ini ditujukan untuk menyelidiki hubungan antara loyalty program, kepuasan pelanggan dan loyalitas pelanggan di industri perbankan. Temuan menunjukkan bahwa ada hubungan yang positif signifikan dan negatif antara loyalitas program, kepuasan pelanggan dan loyalitas pelanggan.Temuan mengkonfirmasi bahwa Loyalitas Program tidak serta merta menumbuhkan loyalitas pelanggan karena untuk mendapatkan poin di loyalty program cukup sulit sehingga konsumen merasa dipersulit untuk mendapatkan hadiah. Implikasi-implikasi dari temuan akan dibahas pada penelitian ini.Keywords: loyalty program, perceived value, customer satisfaction, customer loyalty, service quality

Mobile communications: a comprehensive hierarchical modelling approach

2014 ◽  
Vol 26 (1) ◽  
pp. 114-146 ◽  
Author(s):  
Michael Daniel Clemes ◽  
Xin Shu ◽  
Christopher Gan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Mobile Communications ◽  
Switching Costs ◽  
Important Determinant ◽  
Perceived Value ◽  
Corporate Image ◽  
Content Type ◽  
Customer Perceived Value

Purpose – Global mobile communication is one of the most dynamic and important service markets. Several researchers suggest using a theoretical approach to develop a much deeper insight into key marketing constructs such as service quality, customer perceived value, customer satisfaction, perceived switching costs, corporate image, and customer loyalty is of vital importance to the mobile communications market. This study aims to develop and test a comprehensive hierarchical model of these six important constructs. The model also incorporates the retailing function of a major mobile communication provider. Design/methodology/approach – The research sample of 516 was drawn from customers of one of the largest mobile communications service providers in China. The data were analysed using exploratory factor analysis, confirmatory factor analysis and structural equation modelling. Findings – The results of the study support using a hierarchical and multidimensional approach for conceptualising and measuring customers' perceptions of service quality in the mobile communications market. In addition, the findings illustrate that service quality is an important determinant of customer perceived value, customer satisfaction, corporate image, and perceived switching costs. Customer perceived value is also an antecedent of customer satisfaction. Corporate image, customer satisfaction, and perceived switching costs are three key drivers of customer loyalty. However, the findings also indicate that corporate image is not an important determinant of customer satisfaction and that customer perceived value is not a key driver of customer loyalty. Originality/value – This is the first paper that has developed and tested a comprehensive hierarchical model of the mobile communications market.

Customer Loyalty in Financial Sector: A case study of Commercial Banks in Southern Punjab

2014 ◽  
Vol 1 (1) ◽  
pp. 587 ◽  
Author(s):  
Syed Usman Ali Gillani ◽  
Dr. Abdul Ghafoor Awan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Commercial Banks ◽  
Perceived Value ◽  
Financial Sector ◽  
Business Environment ◽  
Comprehensive Model

By considering the intense competitiveness and prevalent challenges in the current business environment, organizations can’t survive just focusing on attracting and capturing new customer but they have to choose the strategy that help in retaining the existing customers and enhanced their loyalty to the organization. So, in the customer service based industry, satisfied customers are no longer suitable, and the businesses have to explore the new ways to flourish and promote the loyalty of customers. The current study hypothesize that customer loyalty is significantly affected by the customer satisfaction and trust of the customers. Whereas, perceived value and service quality is important determinants to create the customer satisfaction and trust. The data was collected from different customers of various banks and the hypothesize links are tested. Results indicate that there is a significant relationship between customer satisfaction and trust with customer loyalty. It is also confirmed that service quality and perceived value are important antecedents of customer satisfaction and trust. The results present a comprehensive model in the financial sector to create and manage customer loyalty.

scholarly journals Determinants of Customer Satisfaction in the Telecommunication Industry in Ghana: A Study of MTN Ghana Limited

2018 ◽  
Vol 10 (3) ◽  
pp. 101
Author(s):  
Eric Oduro ◽  
Francis O. Boachie-Mensah ◽  
Gloria K. Q. Agyapong
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Quality ◽  
Multiple Regression ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Mobile Network ◽  
Satisfaction Index ◽  
Customer Expectation ◽  
Product Service

The study examined the determinants of customer satisfaction in MTN Ghana Limited. The variables of concern were customer expectation, relationship quality, perceived value, perceived quality, and customer loyalty. The American Customer Satisfaction Index (ACSI) model was adapted as the main framework for analyzing customer satisfaction. Data for the study came from a systematic random sample of 377 MTN mobile subscribers, employing questionnaires. Two managers of the mobile network were interviewed on issues related to their CRM systems. Multiple regression analyses were used to examine the relationship between customer expectation, relationship quality, perceived value, perceived (product/service) quality, customer loyalty, and customer satisfaction. The results of the multiple regression indicated that significant positive relationship existed between customer satisfaction and perceived (product/service) quality, relationship quality, and customer loyalty, but not for other variables such as customer expectation, customer complaint, and perceived value. The implications are that MTN Ghana should consider the perceptions of customers on product/service quality, the level of relationship quality and loyalty when managing relationships with customers. The company should put measures in place to build and maintain quality relationships with customers, and also improve the quality of products and services offered to customers. Again, there is the need for management to bridge the gap in their perception of relationship quality and that of customers.

Effect of Service Quality on Customer Loyalty through Satisfaction, Perceived Value, and Customer Engagements (Study on Indonesian Ride-Hailing Online)

2020 ◽  
Vol 7 (10) ◽  
pp. 300-310
Author(s):  
Widarto Rachbini ◽  
Diana Anggraeni ◽  
Diah Febrina
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Online Survey ◽  
Structural Equation Models ◽  
Perceived Value ◽  
Primary Data ◽  
Customer Involvement ◽  
Analysis Technique

This study attempted to analyze the effect of service quality on customer’s satisfaction, perceived value, and customer involvement as well as its implications for customer loyalty in Indonesia. The primary data used is the result of questionnaires through an online survey platform with the help of Google Form in July to August 2020. The sampling method was purposive sampling using specific criteria set by the researchers with 300 samples that met the criteria. Data analysis technique used the structural equation models (SEM) with the help of LISREL software. The results showed that there was a significant influence on the quality of Indonesian ride-hailing online services on perceived value, and a significant effect on perceived value on satisfaction as well as a significant effect on customer satisfaction on customer involvement. The only construct which directly influences customer loyalty is customer involvement. This research certainly provides practical advice for the online ride-hailing industry in Indonesia where there are three main suggestions aimed at improving the service quality, satisfaction, customer involvement, and value. Further research is suggested to analyze online ride-hailing in neighboring countries such as Malaysia, Singapore, Vietnam, or other Southeast Asian countries. Keywords: service quality, perceived value, customer satisfaction, customer involvement, customer loyalty and online ride-hailing

scholarly journals Analisis Pengaruh E-Service Quality Dan Perceived Value Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan Layanan Internet Indihome

2019 ◽  
Vol 3 (1) ◽  
Author(s):  
Lia Arisyanti Ndun
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Structural Equation ◽  
Strong Influence ◽  
Perceived Value ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Internet Service

The purpose of this study was to analyze the effect of e-service quality and perceived value towards customer satisfaction and its impact towards customer loyalty for IndiHome customers and internet service customers. Using random sampling technique, the questionnaire was well-collected and was used in data processing using the Structural Equation Modeling (SEM) method with the Smart PLS program. This analysis was conducted on 135 respondents as customers of IndiHome's internet service. Variables that are used in this study were e-service quality, perceived value, customer satisfaction and customer loyalty. Based on the results of the study, it was found that e-service quality and perceived value have influence towards customer satisfaction, customer satisfaction have strong influence towards customer loyalty, yet e-service quality and perceived value have weak indirect influence towards customer loyalty.

scholarly journals THE ROLE OF DIGITAL INNOVATION, PERCEIVED VALUE, AND LOYALTY PROGRAM ON CUSTOMER LOYALTY AT GARUDA INDONESIA

2020 ◽  
Vol 4 (2) ◽  
pp. 33-38
Author(s):  
Bayuaji Prasetyo ◽  
Triyono Arief Wahyudi
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Low Cost ◽  
Perceived Value ◽  
Loyalty Programs ◽  
Loyalty Program ◽  
Digital Innovation ◽  
Low Cost Carrier ◽  
Airline Company

Airlines business is a competitive industry, which pushes the airline company to make changes in its strategy to retain current customers or to get more customers. Garuda Indonesia as the flag carrier is also a Full-Service Carrier that operates among other Low-Cost Carrier in Indonesia. To win the competition with these Low-Cost Carriers, Garuda Indonesia has to make strategies in Digital Innovation, Perceived Value, and Loyalty Program. This study aims to analyze the effect of Digital Innovation, Perceived Value, and Loyalty Programs on customer satisfaction and trust that will impact on customer loyalty at PT Garuda Indonesia. Data is taken from the questionnaire answers of the respondents. The respondents are Garuda Indonesia passengers who fly international and domestic route and also a member of GarudaMiles (Loyalty Program of Garuda Indonesia). The results show Digital Innovation and Perceived Value have a significant impact on customer satisfaction and trust. While Loyalty Program has no significant impact on customer satisfaction and trust. The results of the study also show that customer satisfaction and trust had a significant impact on customer loyalty.

scholarly journals The Effect of Service Quality, Customer Perceived Value and Satisfaction on Loyalty

2011 ◽  
Vol 3 (3) ◽  
pp. 198-212 ◽  
Author(s):  
Yu-Te Tu ◽  
Heng-Chi Chih .
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Industry ◽  
Relevant Literature ◽  
Operating Cost ◽  
Perceived Value ◽  
Initial Study ◽  
Strong Impact ◽  
Customer Perceived Value

The service industry has become more and more important for business activities. Service industry contributes about 60% of the annual GDP and 70% of new jobs in America. According to the statistics of Executive Yuan of Taiwan, the service industry contributes over 70% of the annual GDP in 2008. The ultimate goal for companies is to build customer loyalty. With loyal customers, companies can reduce the operating cost and acquisition expenses. An improvement of 5 percent in customer retention leads to an increase of 25 percent to 75 percent in profit. It costs more than five times as much to obtain a new customer than to keep an existing one. This initial study was from relevant literature, then set up research structure and hypotheses. Survey was employed, and respondents were from the customers of TKEC in Taipei area. There were 199 usable questionnaires to analyze descriptive statistics, reliability, validity, and SEM model. The research found that service quality significantly affects customer perceived value and customer satisfaction, and customer perceived value and customer satisfaction have strong impact on customer loyalty for the sample. Therefore, firms have to specifically focus on these factors in order to build a long-term and mutually profitability relationship with a customer and create loyalty as competitive advantages in the market.

scholarly journals DETERMINANT INTERELATION CUSTOMER LOYALTY OF TELKOMSEL PREPAID CARD IN JAKARTA

2014 ◽  
Vol 13 (2) ◽  
Author(s):  
Devi Ayuni ◽  
Andy Mulyana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Perceived Value ◽  
Survival Strategies ◽  
Validity And Reliability ◽  
Mobile Telecommunications ◽  
Company Strategy ◽  
Positive Word Of Mouth

In recent decades the mobile telecommunications technology has grown very rapidly. The deregulation of the telecommunications sector opens greater opportunities for telecommunications companies to compete to provide cellular service. Competition is extremely tight lead mobile telecommunications company strategy and redesign the business to survive and improve their competitive advantage. One of the survival strategies undertaken by establishing customer loyalty. This study aims to analyze the determinants of loyalty interrelation consisting of service quality, perceived value and customer satisfaction. The population used in this study were students Sympathy GSM prepaid card users. For the purposes of quantitative analysis, determination of scores for each item questionnaire used a Likert Scale. While processing the data using SEM with LISREL 8.7 software assistance. Validity and reliability using Confirmatory Factor Analysis (CFA). From six hypothesis, 5 were accepted while others rejected 1. Quality services and significant positive effect on perceived value and customer satisfaction, but had no effect on customer loyalty. The influence of service quality on satisfaction is greater than the influence of service quality on perceived value. Service satisfaction and loyalty is influenced by perceived customer value. The influence of perceived value on loyalty greater than the satisfaction. Customer loyalty is positively and significantly influenced by customer satisfaction. Based on the contribution of indicator constructs, to achieve customer loyalty as the Telkomsel GSM prepaid card providers need to maintain and improve Sympathy area range, sound quality, connection and signal quality. With the improvement of the quality of the customer will feel the positive perceived value that includes the sacrifice of energy, effort, and time the customer. Additionally, it will create customer satisfaction that keeps the sympathy GSM prepaid card service as well as providing recommendations and positive word of mouth to others.

Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah Dengan Intermediasi Kepuasan Nasabah Dan Nilai Yang Dirasakan Nasabah

2011 ◽  
Vol 3 (1) ◽  
pp. 1-15
Author(s):  
Adinoto Nursiana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Primary Factor ◽  
Quality Service ◽  
Customer Perceived Value

The bank’s customer service quality is one of the primary factor that can effect customer’s loyality. This research examined the effect of service quality on customer loyalty with the intermediation customer satisfaction and intermediation customer perceived value. As analycal tool in this research is using soware LISREL 8.80.Result from this research. first, service quality has a positif and significant impact on customer satisfaction. Second, service quality has a positif and significant impact on customer perceived value. Third, customer satsfaction has a positif and significant impact on customer loyalty. Fourth, customer perceived value has a negatif and does not have significant impact on customer loyalty. So as to enhance customer loyalty, banks need to provide the best quality service that will improve customer stisfaction. Keyword : Service quality, customer satisfaction, customer perceived value, customer loyalty.

Sign in / Sign up

Export Citation Format

Share Document