scholarly journals The Effect of Service Quality on Customer Loyalty at BRI Syariah Bank Bone Office Branch: A Review of Law Number 8 of 1999 concerning Consumer Protection

Al-Bayyinah ◽  
2021 ◽  
Vol 5 (1) ◽  
pp. 1-12
Author(s):  
Jumarni Jumarni
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Consumer Protection ◽  
Customer Loyalty ◽  
Positive Influence ◽  
Normality Test ◽  
Regression Test ◽  
Banking Institutions

This study was conducted to analyze and determine the effect of Service Quality Variables on customer loyalty in BRI Syariah Bank Bone Office Branch. This study juxtaposes the quality of customer service in banking institutions with the level of customer loyalty. In addition, the two variables are examined with the conception of consumer protection as regulated in Law number 8 of 1999. This study uses qualitative research methods and the analysis used is SPSS 20. The analysis test includes a normality test that analyzes parametic statistics, and a regression coefficient test is used to determine the effect of service quality on customer loyalty. The results obtained by the regression equation Y = 1,082 + 0,255 + ε. Based on a simple linear regression test, it shows that service quality has a positive and significant effect on customer loyalty in BRI Syariah Bank Bone Office Branch. The positive influence shows a match between service quality and customer loyalty; hence the role of service can increase customer loyalty. The relation to consumer protection regulated in Law no. 8 of 1999 concerning Consumer Protection, maximum service in its various forms is the basic rights that consumers deserve, and this has been obtained by customers of BRI Syariah Bank Bone Office Branch, thus it is relevant to consumer protection and customer service. 

scholarly journals Peran E-Servqual Dalam Customer Engagement

2019 ◽  
Vol 15 (1) ◽  
pp. 36-42
Author(s):  
Nadia Sasmita Wijayanti
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Customer Engagement ◽  
Online Service ◽  
Market Leader ◽  
The Right ◽  
Modern Era

Sejumlah brand sukses menempatkan diri di hati konsumen, namun banyak pula yang gagal. Keberhasilan brand memikat hati customer berarti sukses menjalin hubungan dengan customer. Perlu cara dan startegi yang tepat agar brand mampu memikat kosumen dan keluar sebagai market leader. Dalam menjalankan bisnis dan memberikan pelayanan konsumen perlu memperhatikan keinginan konsumen. Di era serba modern dan informasi tanpa batas, bermunculan marketplace dan perusahaan eksponensial, menyebabkan keinginan konsumen untuk dilayani serba cepat dan ringkas. Kualitas jasa layanan online yang maksimal akan menciptakan customer loyalty yang berujung pada customer engagement. Kata kunci: E-servqual, Kualitas layanan jasa online, customer loyalty, customer engagement.  Abstract: The Role of E-Servqual in Customer Engagement. A number of brands successfully place themselves in the hearts of consumers, but many also fail. The success of the brand captivates the customer means successful relationship with the customer. Need the right way and strategy so that the brand can attract consumers and come out as the market leader. In running a business and providing customer service, it is necessary to pay attention to consumer desires. In the modern era and unlimited information, emerging marketplaces and exponential companies, cause consumers to be served quickly and concisely. The maximum quality of online services will create customer loyalty which leads to customer engagement. Kata kunci: E-servqual, Online Service Quality, customer loyalty, customer engagement.

scholarly journals The Influence of Service Quality, Price, and Environment on Customer Loyalty in the Restaurant's Industry: The Mediating Role of Customer Satisfaction

2021 ◽  
Vol 7 (1) ◽  
pp. 143-154
Author(s):  
Danish Ali ◽  
Mohammad Alam ◽  
Hazrat Bilal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Association ◽  
Restaurant Industry ◽  
Capital City ◽  
Mediating Role ◽  
Service Fairness

The purpose of this research is to examine the influence of service quality (SQ), Price (P) and Restaurant Environment (RE) on customer loyalty (LOY), via the mediating role of customer satisfaction (SAT) in the context of the restaurant industry in the capital city of Pakistan (Islamabad). Five hundred questionnaires were distributed at various restaurants in a different location at Islamabad, and 385 were returned. Multiple Regression Analysis was used to test hypothesis relationships. The outcome of this research shows that SQ, Pand RE have a positive association with the SAT. In contrast, customer satisfaction also leads to customer loyalty. Moreover, customer satisfaction significantly mediates the association among SQ, P, RE, and customer loyalty. The restaurant operators need to consider that good quality of service, fairness in price, pleasant and attractive restaurant the environment can increase customer satisfaction, which often contributes to customer loyalty.

scholarly journals THE LOYALTY OF GARUDA INDONESIA CUSTOMERS TO THE ROUTE OF JAKARTA-SURABAYA

2015 ◽  
Vol 2 (3) ◽  
pp. 297
Author(s):  
Aisyah Rahmawati
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Partial Correlation ◽  
Positive Relationship ◽  
Survey Methods ◽  
Positive Influence ◽  
Coefficient Of Determination ◽  
Pricing Policy ◽  
Significance Level

Survey methods are used to determine the effect of pricing policy implementation (X1), quality of service (X2), and customer loyalty (Y) on PT. Garuda Indonesia, for Jakarta-Surabaya route in 2014. With a population of 773 154 passengers and a sample of 400 respondents, the data is obtained through questionnaires using Likert scale. With a simple and multiple linear regression analyses, simple and partial correlation, with significance level at α = 0.05, it was found that, first, there is a positive relationship between pricing policy and customer loyalty. The variation that occurs in customer loyalty is determined by pricing policy. Secondly, there is a positive relationship between service quality and customer loyalty. The variation that occurs in customer loyalty is determined by service quality. Third, there is a positive influence of pricing policy and service quality on customer loyalty with the coefficient of determination ry1.22 = 0.354, so 35.4% variation happening to customer loyalty is determined simultaneously by pricing policy and service quality. The implication proves that customer loyalty can be enhanced by improving the pricing policy and service quality.

scholarly journals DO HR PARTICES AFFECT SERVICE QUALITY OF FRONT LINE STAFF

2015 ◽  
Vol 11 (1) ◽  
Author(s):  
Farooq -E- Azam Cheema
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Quality Data ◽  
Future Research ◽  
Frontline Employees ◽  
Frontline Staff ◽  
Hr Practices ◽  
Recruitment And Selection

The basic objective of this study was to examine the role of HR practices like recruitment and selection, training, performance appraisal and rewards management in enhancing overall service quality of the frontline staff in the hotel industry in Karachi, Pakistan. Hypothetic deductive approach was used for examining the relationship between independent and dependent variables. Customer service dimensions used in this study were derived from the SERVQUAL model that included frontline staff appearance, reliability of service, responsibility among the staff, assurance of job related knowledge and etiquette and empathy. For the purpose of study 15 hotels and restaurants of various sizes with minimum 30 frontline employees were chosen. Ten frontline employees from reception staff, waiters/waitresses, housekeeping employees were chosen using quota sampling for data collection. Opinion of the frontline staff was sought through structured questions as to how the four HR practices are likely to affect quality of five dimensions of the customer service quality. Data was collected through a structured questionnaire and integrated through SPSS. Results of study showed that the two HR practices; training and rewards management significantly affect the service quality of the frontline staff and this effect is far stronger than the effect of other HR practices. This research will not only bring significant practical implications for better human resource management in hospitality sector but also provide important indicators for future research. The future study may aim at identifying various internal and external factors that affect efficacy of various HR practices and policies and consequently their contribution in enhancing service quality of staff. Studies are also needed to identify further impediments obstructing the positive influence of recruitment and selection and appraisal practices on service behavior and quality of the staff. The role of various intervening or mediating variables such as employee collaboration, organization culture can also be probed further.

scholarly journals Penerapan Metode SERVQUAL pada Bank X

2016 ◽  
Vol 12 (2) ◽  
pp. 369
Author(s):  
Nilda Tri Putri ◽  
Jonrinaldi Jonrinaldi ◽  
Ranti Pratiwi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Services Quality ◽  
Marketing Research ◽  
Services Marketing ◽  
Repair Service ◽  
Five Dimensions

The banking sector had become industrial which keeps growing. Competition requires each bank competing to attract many customers in many ways both in terms of products, technologies, and services. Marketing Research Indonesia (MRI) performs measurements of the services quality of the banking. X Bank occupies the fifth position in terms of service quality. X Bank need to do repair service constantly to improve customer loyalty. The method used was servqual consisting of five dimensions. Based on gap between perception and expectations known priority on X Bank. Repair service with the main priority is customer service quickly. A long customer service cause long queue at customer service and teller. Typically, most clients come at the beginning of the month. However, a large number of customer that are not anticipated by the number of teller and customer service. Customer satisfaction level of this attribute only 68,09%. That means the banks need to make improvements such as by adding the number of teller and customer service at a particular time and organizing shift work teller and customer service more effectively.Keywords : service quality, gap, Marketing Research Indonesia.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PUBLIK DENGAN KEPUASAN PUBLIK SEBAGAI VARIABEL INTERVENING: PERAN NILAI PELANGGAN SEBAGAI MODERASI

2019 ◽  
Vol 4 (3) ◽  
pp. 157-164
Author(s):  
Sefnedi Sefnedi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Birth Certificate ◽  
Hierarchical Regression ◽  
Research Population ◽  
The Relationship

This studyexamined the intervening effect of customer satisfaction on the relationship between service quality and customer loyalty and the role of customer value as moderating. The research population is all entire communities who received service quality of birth certificate issuance in the period of August-December 2014that accounted for 351customers and the numbers of usable samples were 187 customers.In order to test hypotheses, this study performs simple and hierarchical regression analyses. The results of analysis displayed that service quality positively influences customer satisfaction and customer loyalty, customer satisfaction was found to have positive effect on customer loyalty, customer satisfaction was proven as intervening variable on the relationship between service quality and customer loyalty, and customer value moderated the relationship between service quality and customer satisfaction. Keywords:Service Quality, Customer Satisfaction, Customer Value, and Customer Loyalty.

scholarly journals Pengaruh Kualitas Pelayanan Dan Keputusan Terhadap Loyalitas Pelanggan

2021 ◽  
Vol 9 (1) ◽  
pp. 9-17
Author(s):  
Muhammad Mashudi Azrullah
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Test Results ◽  
Regression Test ◽  
Result Show ◽  
The Subject

The focus of this research is the influence of service quality and satisfaction on customer loyalty with a case study in “Café : Kofi” Bangil. This research method is quantitative, the subject of this study are customers of “Café : Kofi” Bangil. The sampling technique used was purposive sampling. With a total of 60 respondents. The result show multiple liniear regression test Y + 0,180 + 0,041 + 0,941 + e. shows that the influence of service quality variables is 0,041 an the effect of satisfaction variables is 0,941. Thus the more dominant variable influencing customer loyalty is the satisfaction variable. T-test results indicate that the service quality variable (X1) has no partial effect and is not significant. While the satisfaction variable is partially significant. Test the coefficient of determination R2 obtained 0,899 or 89,9% this means that customer loyalty is influenced by satisfaction variables.  Keywords : Quality Of Service, Satisfaction

scholarly journals Service Quality of Online Shopping Platforms: A Case-Based Empirical and Analytical Study

2013 ◽  
Vol 2013 ◽  
pp. 1-9 ◽  
Author(s):  
Tsan-Ming Choi ◽  
Pui-Sze Chow ◽  
Bowood Kwok ◽  
Shuk-Ching Liu ◽  
Bin Shen
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Analytical Study ◽  
Online Shopping ◽  
Service Level ◽  
Customer Perceptions ◽  
Optimal Service ◽  
Quality Instruments

Customer service is crucially important for online shopping platforms (OSPs) such as eBay and Taobao. Based on the well-established service quality instruments and the scenario of the specific case on Taobao, this paper focuses on exploring the service quality of an OSP with an aim of revealing customer perceptions of the service quality associated with the provided functions and investigating their impacts on customer loyalty. By an empirical study, this paper finds that the “fulfillment and responsiveness” function is significantly related to the customer loyalty. Further analytical study is conducted to reveal that the optimal service level on the “fulfillment and responsiveness” function for the risk averse OSP uniquely exists. Moreover, the analytical results prove that (i) if the customer loyalty is more positively correlated to the service level, it will lead to a larger optimal service level, and (ii) the optimal service level is independent of the profit target, the source of uncertainty, and the risk preference of the OSP.

scholarly journals The Mediation Effect of Customer Satisfaction on the Relationship Between Service Quality and Customer Loyalty

2020 ◽  
Vol 11 (3) ◽  
pp. 13
Author(s):  
Louisa M. Nyan ◽  
Samuel B. Rockson ◽  
Paul K. Addo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Influence ◽  
Mediation Effect ◽  
Telecommunication Sector ◽  
Customer Interaction ◽  
The Relationship ◽  
Telecommunications Companies

The aim of the study was to investigate customer satisfaction’s mediation role in the relationship between service quality and customer loyalty within Ghana’s telecommunication sector. The report followed an approach to quantitative analysis and questionnaires to collect data from 105 respondents. The statistical analysis was performed using descriptive methods and inferential statistical techniques in IBM SPSS. The mediation analysis was made using Hayes' PROCESS macro model 4. Results of the analysis showed that quality of service is a substantially positive indicator of customer loyalty. It was also evident that Service Quality had a significant and positive influence on customer satisfaction. The direction between the mediator (Customer Satisfaction) and Customer Loyalty was positive but not significant. Again, it became evident that customer satisfaction partially balances the relationship between service quality and customer loyalty. It was evident that telecommunications companies' service quality cannot be the only predictor of customer loyalty, but customer satisfaction should be considered. The study recommends that telecommunications companies in Ghana should lose the script or the strict customer interaction code, review and analyze customer interactions, make multifunctional supports available and reconnect with disgruntled customers.

scholarly journals THE ROLE OF E-SERVICE QUALITY TO CUSTOMER SATISFACTION AND LOYALTY

2020 ◽  
Author(s):  
fayola issalillah
Keyword(s):  
Consumer Behavior ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Smart Phone ◽  
The Internet ◽  
Advanced Technologies ◽  
Customer Satisfaction And Loyalty

The existence of the internet is followed by the development of various advanced technologies such as smartphones. A smartphone is a smart phone that is equipped with various convenience features for its users. Many aspects of life are affected by the development of the internet, one of which is consumer behavior. Consumer behavior is dynamic, meaning that consumer behavior is always changing and moving all the time, therefore when the Internet and technology continue to develop, consumer behavior also changes, including in terms of shopping. Customer satisfaction and loyalty depends on the quality of service provided by the company, in the online market we are more familiar with e-service quality is a new version of service quality that was developed to evaluate a service provided on the internet network. This study will examine the effect of e-service quality on customer satisfaction and loyalty by involving 276 respondents who frequently shop online. The analytical tool used is path analysis. From the findings of the study mentioned that e-service quality has a significant influence on customer satisfaction but e-service quality does not have a significant effect on customer loyalty. Keywords: e-service quality, customer satisfaction, loyalty

Sign in / Sign up

Export Citation Format

Share Document