scholarly journals Computed Tomography (CBCT) Services by Product Quality, Customer Trust and Customer Loyalty: A Linear Regression

2021 ◽  
Vol 4 (6) ◽  
pp. 680-690
Author(s):  
Rizki Rizki ◽  
Rian Adi Pamungkas ◽  
Wahyuni Dian Purwati
Keyword(s):  
Linear Regression ◽  
Product Quality ◽  
Customer Loyalty ◽  
Word Of Mouth ◽  
Cross Sectional ◽  
Systematic Random Sampling ◽  
Product Service ◽  
Customer Trust ◽  
The Relationship

Introduction: In a hospital service, there must be a superior service that can be used as a weapon in capturing patients in carrying out treatment through doctor referrals, in this case the presence of CBCT services. Word of Mouth (WOM) occurs when customers talk to others about their opinion about a particular brand, product, service or company to others. There are several factors that are believed to increase the desire of a referring dentist to do word of mouth, including the quality of the CBCT product itself, loyalty and the level of trust of a dentist as a consumer. Objective: The study aimed to examine the relationship between product quality, customer trust, and customer loyalty with word of mouth on CBCT services. Method: The descriptive study was undergone with cross-sectional approach. A total of 134 dentists as were selected using the systematic random sampling. The linear regression was used to analyze the data to test between the dependent and independent variables. Results: The findings showed that there are significantly associated between the product quality, customer trust, and customer loyalty to word of mouth of customer for using the CBCT services. Recommendation: Further researchers need to develop path analysis or SEM methods to predict the word of mouth of customer for using the CBCT services

scholarly journals PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP LOYALITAS KONSUMEN CV. SABANI INDONESIA SURABAYA

2018 ◽  
Vol 2 (1) ◽  
Author(s):  
Endang Setyowati ◽  
Mohammad Septyan
Keyword(s):  
Quality Of Service ◽  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Product Quality ◽  
Customer Loyalty ◽  
Consumer Loyalty ◽  
Test Results ◽  
Dominant Influence

ABSTRACTThesis entitled "The impact of service quality and product quality to consumers loalitas CV. Sabani Indonesia Surabaya "aims to determine the effect of service quality and product quality terehadap consumer loyalty simultaneous partial and see what's most dominant influence. In this study, researchers used a questionnaire to determine the perception of respondents was 50, a data analysis technique used in this study were using multiple linear regression with correlation test, F test and t test tools. The test results of this study are obtained calculation results of multiple linear regression is Y = 1,876 + 0, 105 kpl + 0.172 mortgages where all these variables have positive influence and direction of the dependent variable namely customer loyalty CV. Sabani Indonesia Surabaya. The test results simultaneously obtained Fhitung 71.299 71.299 which means Fhitung> Ftabel 3.20, or can be seen from the level of significance of 0.000 <0.05 (α = 5%). While partially obtained Thitung Quality of service (KPL) = 2,865 Thitung Product Quality (KPR) = 4,348, thus Thitung> Ttabel (2.01174). Thus the hypothesis which states that the quality of service and product quality simultaneously or partially significant effect on consumer loyalty CV. Sabani Indonesia Surabaya proven true. Variable quality of products (mortgage) has the most dominant influence on the satisfaction of members of the cooperative as it has the largest regression coefficient is 0.172 compared to 0.105 service quality variables.Keywords: quality of service, product quality, customer loyalty

scholarly journals Pengaruh Kualitas dan Diferensiasi Produk Terhadap Loyalitas Pelanggan

2013 ◽  
Vol 1 (3) ◽  
pp. 237-246
Author(s):  
Tania Hanyani ◽  
Adil Fadillah
Keyword(s):  
Product Quality ◽  
Product Differentiation ◽  
Customer Loyalty ◽  
Strong Relationship ◽  
Quality Product ◽  
Quality Of Products ◽  
The Moment ◽  
Relationship Of ◽  
The Relationship

The quality of the product is a combination of the properties of the product in use in accordance with customer’s expectations and goals. While differentiation is the effort of a company to differentiate its products from competitors' products in a trait that makes it more desirable. In consuming the products customers are often confronted by a variety of brands, the company should be able to create a quality product and has the distinction or differentiation in order to increase customer loyalty. The purpose of this study was to determine the quality of products J.CO Donuts & Coffee at the moment. To find product differentiation J.CO Donuts & Coffee at the moment. Determine the effect of product quality J.CO Donuts & Coffee on customer loyalty at this time. Then determine the effect of product differentiation J.CO Donuts & Coffee for the current customer loyalty, and to determine the effect of quality and product differentiation J.CO Donuts & Coffee on customer loyalty at this time. The results showed that the relationship of product quality on customer loyalty is equal to 0.749 and accounts for 56 percent of customer loyalty and product differentiation of the relationship variables on customer loyalty is 0.715 and accounts for 51.1 percent. Analysis of the correlation coefficient on the variable customer loyalty is to have 0.770 showed a strong relationship between the independent factors on customer loyalty, amounting to 77 percent. From this analysis it can be concluded that product quality and product differentiation effect on customer loyalty. This can be evidenced from the contribution of a given variable product quality and product differentiation on customer loyalty.   Keywords: Quality Products, Product Differentiation, Customer Loyalty

Corporate Reputation and Customer Loyalty in Social Media

2017 ◽  
pp. 222-253 ◽  
Author(s):  
İdil Sayimer ◽  
Banu Küçüksaraç
Keyword(s):  
Customer Loyalty ◽  
Corporate Reputation ◽  
Word Of Mouth ◽  
Participant Observation ◽  
Exploratory Research ◽  
Emotional Appeal ◽  
Loyalty Intention ◽  
Product Service ◽  
Word Of Mouth Communication ◽  
The Relationship

The chapter explores the relationship between online corporate reputation and customer loyalty through the Instagram posts of Turkish mommy bloggers, one of the significant online communities of organizations. Designed as an exploratory research, the chapter also investigates the components that constitute corporate reputation and how they affect customer loyalty according to bloggers. For this purpose, Instagram pages of Turkish mommy bloggers with the highest number of followers were analyzed by participant observation and content analysis methods. The main findings of the research show that the factors that constitute corporate reputation according to bloggers are product-service quality, emotional appeal, and social responsibility, respectively, while their customer loyalty is found at an attitudinal level, which supports word-of-mouth communication and loyalty intention.

scholarly journals Pengaruh Kualitas Produk, Kualitas Proses, Kualitas Pelayanan Dengan Peran Mediasi Kepuasan Pelanggan Terhadap Loyalitas Pelanggan

2020 ◽  
Vol 2 (1) ◽  
pp. 69-73
Author(s):  
I Dewa Nyoman Usadha
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Service Level ◽  
Process Quality ◽  
Business Customers ◽  
Relationship Of ◽  
The Relationship

This study is an empirical study in coastal areas or coastal villages in the region of Tabanan. which aims to determine the effect of Product Quality, process quality, service quality with mediation satisfaction to Loyalty of small and medium business customers. Methodelogi used, Statistics method with Moderation or Mediation variables. The number of samples taken from the population of 30 respondents. The results showed the relationship of Product Quality (X1) to the quality of process (X2) 0.971, Quality of service (X3) 0.795 so that the average relationship 0.883, with the mediation 0.816 so as to produce the level of customer satisfaction 0.818. The correlation of process quality (X2) with product quality (X1) 0,971, Service Level (X3) 0,846, average 0,908 mediated correlation 0,850 resulted Customer Loyalty level 0,842, with mediation equal to 0,850 resulted Average Customer Loyalty 0,58 process quality, product quality and service level. Relationship Level of Service Quality (X3) 0,846 with process quality (X1) 0,795, with average 0,820 with mediation 0,971 resulted high customer satisfaction 0,826. So with a mediation of 0.971 mediate the median level of 0.771. Which the average relationship of 0.820 with mediation 0.971 resulted in the level to the average customer Loyalty of -0.151.the relationship that has been established either does not require the level of mediation

Service quality of sports centers and customer loyalty

2017 ◽  
Vol 29 (4) ◽  
pp. 870-879 ◽  
Author(s):  
Sheng Yen Lee
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Exercise Adherence ◽  
Equation Model ◽  
Content Type ◽  
Two Factors ◽  
Customer Trust ◽  
The Relationship

Purpose The purpose of this paper is to establish the effects of service quality of sports centers on customer loyalty and intention to adhere to exercise. Design/methodology/approach In total, 500 questionnaires were distributed to five sports centers located in the city of Seoul, of which 472 were returned and used in the data analysis. The collected data were subjected to frequency analysis, exploratory factor analysis, a reliability test, and structural equation model analysis using SPSS 21.0 and AMOS 18.0. Findings The results show that, first, service quality, comprising the two factors of the facilities of sports centers and instructors, positively influences customer loyalty. Second, the service quality of sports centers positively influences the intention to adhere to exercise, and, third, so does customer loyalty. Practical implications Management needs to make more efforts to strengthen service quality, comprising facilities and instructors, in order to increase customer loyalty, represented by the sense of closeness with and attachment of customers using sports centers, as well as to increase the need for exercise. Originality/value Previous studies on the service quality of sports centers have been limited to customer satisfaction, customer trust, reuse intention, recommendations to others, consumption behavior, and relationship commitment. Since the research on the direct relationship between service quality of sports centers and exercise adherence is still limited, this study provides data and implications relevant to the management of sports centers by investigating the relationship among service quality of sports centers, customer loyalty, and intention to adhere to exercise.

ANALISIS PENGARUH KUALITAS PRODUK , KUALITAS PELAYANAN, KEPERCAYAAN PELANGGAN TERHADAP LOYALITAS PELANGGAN (STUDI KASUS PADA PT NUSANTARA SURYA SAKTI)

2020 ◽  
Vol 1 (2) ◽  
pp. 101-120
Author(s):  
Rachmawaty Haroen
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Correlation Coefficient ◽  
Customer Loyalty ◽  
Hypothesis Test ◽  
Quality Service ◽  
Weak Correlation ◽  
Customer Trust ◽  
Relationship Of ◽  
The Relationship

Hypothesis test by using partial correlation coefficient analysis showed that correlation coefficient (r) variable of product quality = 0,197 mean relationship of product quality variable with customer loyalty variable is categorized very weak, correlation coefficient value (r) service quality variable = 0,365 mean relationship of service quality variable With customer loyalty variable is categorized as weak, correlation coefficient value (r) customer trust variable = 0,347 mean relationship of customer's trust variable with customer loyalty variable is categorized weak. While simultaneously the result of simultaneous correlation coefficient analysis based on the result of processing SPSS 20 is the value of simultaneous correlation coefficient (R) = 0.387. Value 0.387 is in the range 0.40-0.60, means the relationship of product quality variables, service quality, and customer confidence simultaneously with customer loyalty variables categorized quite good or significant enough. This is proved by the value of determination coefficient KD = (R2 x 100%) = 0,3872 x 100% = 14,97%, mean equal to 14,97% as contribution of variable value of product quality, service quality, customer trust to customer loyalty. While the rest of 85.03% is the contribution of other variables that are not examined. The conclusion of the research is, Product Quality, Service Quality, and Customer Confidence together influential on Customer Loyalty.

HUBUNGAN KUALITAS KEHIDUPAN KERJA TERHADAP KINERJA PERAWAT PELAKSANA

2019 ◽  
Vol 9 (4) ◽  
pp. 413-420
Author(s):  
Amella Gusty ◽  
Dachriyanus Dachriyanus ◽  
Leni Merdawati
Keyword(s):  
District Hospital ◽  
Simple Random Sampling ◽  
Work Life ◽  
Quality Of Work Life ◽  
P Value ◽  
Work Context ◽  
Cross Sectional ◽  
Quality Of Work ◽  
The Relationship

Kinerja perawat merupakan hasil yang dicapai dalam melaksanakan asuhan keperawatan di rumah sakit. Terciptanya asuhan keperawatan yang optimal sangat diperlukan dukungan dari pihak rumah sakit salah satunya adalah menciptakan kualitas kehidupan kerja baik bagi perawat. Penelitian ini bertujuan untuk mengetahui hubungan antara kualitas kehidupan kerja terhadap kinerja perawat pelaksana di RSUD Teluk Kuantan. Jenis penelitian kuantitatif dengan pendekatan cross sectional. Jumlah sampel 120 responden yang diperoleh melalui proportionate simple random sampling. Hasil penelitian menunjukkan kualitas kehidupan kerja perawat RSUD Teluk Kuantan berada pada kategori sedang, kinerja perawat berada pada kategori kurang baik. Berdasarkan analisis kedua variabel teridentifikasi bahwa tidak ada hubungan antara kualitas kehidupan kerja dengan kinerja perawat pelaksana dengan  p value 0,817. Dimensi work context merupakan komponen yang memiliki hubungan dengan kinerja perawat pelaksana dengan p value 0,008, dimensi work life  tidak berhubungan secara signifikan dengan kinerja perawat. Kesimpulan penelitian diketahui tidak ada hubungan antara kualitas kehidupan kerja dengan kinerja perawat pelaksana. Ada hubungan dimensi work context dengan kinerja perawat pelaksana. Tidak ada hubungan dimensi work life dengan kinerja perawat.   Kata kunci: kualitas kehidupan kerja, kinerja, perawat pelaksana   THE RELATIONSHIP BETWEEN THE QUALITY OF WORK LIFE AND THE PERFORMANCE OF IMPLEMENTERS NURSES   ABSTRACT Nurse performance is the result achieved in implementing nursing care in a hospital. The creation of optimal nursing care is very much needed support from the hospital, one of which is to create a good quality of work life for nurses. This study aims to determine the relationship between the quality of work life and the performance of nurses at the Kuantan District Hospital. This type of quantitative research with cross sectional approach. The number of samples of 120 respondents obtained through proportionate simple random sampling. The results showed that the quality of work life of nurses at the Kuantan District Hospital was in the medium category, the nurses' performance was in the unfavorable category. Based on the analysis of the two variables, it was identified that there was no relationship between the quality of work life with the performance of implementing nurses with a p value of 0.817. The work context dimension is a component that has a relationship with the performance of nurses implementing with p value 0.008, the dimension of work life does not significantly correlate with nurse performance. The conclusion of the research is that there is no relationship between the quality of work life and the performance of the implementing nurses. There is a relationship between the dimensions of the work context and the performance of the nurses. There is no relationship between the dimensions of work life and nurse performance.   Keywords: quality of work life, performance, implementers nurse

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA MAKASSAR

2019 ◽  
Vol 3 (2) ◽  
pp. 228-244 ◽  
Author(s):  
Muhammad Rezha Pahlawan ◽  
Nurlia Nurlia ◽  
Abdul Rahman Laba ◽  
Erlina Pakki ◽  
Hardiyono Hardiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Indirect Effects ◽  
Analysis Method ◽  
Water Company ◽  
The Relationship ◽  
Intervening Variables ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.

PENGARUH HARGA DAN KUALITAS PRODUK TERHADAP LOYALITAS PELANGGAN ALUMUNIUM

2019 ◽  
Vol 7 (2) ◽  
Author(s):  
Widodo Widodo ◽  
Marshelly Chandra Kumala
Keyword(s):  
Data Collection ◽  
Product Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Secondary Data ◽  
Primary Data ◽  
Research Results ◽  
Is Research ◽  
Quality Of Products

<em>The objective of this is research was conducted to find out how the influence of the price and quality of products against customer loyalty at PT. Alakasa Extrusindo Jakarta. This research was conducted in Alakasa Extrusindo PT by doing data collection, through the primary data and secondary data.  The research results showed that the simultaneous price variables  and product quality  has a positive and significant effect against the variable customer loyalty. partially showed that price variables has a positive and significant influence towards customer loyalty. And partially showed that product quality variables  has a positive and significant influence towards customer loyalty</em>

LOYALITAS PELANGGAN: PERAN CITRA MEREK DAN KUALITAS PRODUK

2019 ◽  
Vol 4 (3) ◽  
pp. 391-400
Author(s):  
Machmed Tun Ganyang
Keyword(s):  
Regression Analysis ◽  
Product Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Dominant Factor ◽  
Consumer Loyalty ◽  
The Relationship

This study aims to examine the relationship between brand image and product quality on customer loyalty in sports products. Data were collected through a questionnaire of 68 respondents. Through regression analysis, the results show that brand image and quality can explain variations in consumer loyalty with the brand image as a dominant factor. This finding implies that producers can increase consumer loyalty by enhancing brand image. Companies need to think about how to develop key messages so that consumers can clearly understand the position of the product. The unique aspects of the product need to be improved to create a special impression on the customer. Keywords: brand image, produk quality, customer loyalty

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