scholarly journals Pengaruh Kinerja Pelayanan Terhadap Loyalitas Pelanggan

2017 ◽  
Vol 3 (1) ◽  
pp. 29
Author(s):  
Devi Elvita ◽  
Tintin Suhaeni
Keyword(s):  
Multiple Regression ◽  
Customer Loyalty ◽  
Physical Environment ◽  
Sampling Technique ◽  
Service Performance ◽  
Outcome Quality ◽  
Analysis Method ◽  
Service Line ◽  
Environment Quality ◽  
Quota Sampling

This study aims to determine the performance of services and customer loyalty mail and parcel as well as how much the influence of service performance to customer loyalty of mail and parcel in PT Pos Indonesia Bandung. Quota sampling technique was used to collect data through questionnaires to 115 people who use the services of courier mail and parcel post with Likert scale. The analysis method used is the multiple regression. The results showed that the performance of services in PT Pos Indonesia are in the category of good/high in terms of interaction quality, physical environment quality, and outcome quality. While customer loyalty mail and parcel that are in the category of average in terms of repeat purchase, purchases across product and service line, refers others and demonstrates immunity to the pull of the competition. The conclusion is the performance of services significantly affect customer loyalty mail and parcel in PT Pos Indonesia Bandung amounted to 54.7%.

scholarly journals Pengaruh Kinerja Pelayanan Terhadap Loyalitas Pelanggan

2017 ◽  
Vol 3 (1) ◽  
pp. 29-42
Author(s):  
Devi Elvita ◽  
Tintin Suhaeni
Keyword(s):  
Multiple Regression ◽  
Customer Loyalty ◽  
Physical Environment ◽  
Sampling Technique ◽  
Service Performance ◽  
Outcome Quality ◽  
Analysis Method ◽  
Service Line ◽  
Environment Quality ◽  
Quota Sampling

This study aims to determine the performance of services and customer loyalty mail and parcel as well as how much the influence of service performance to customer loyalty of mail and parcel in PT Pos Indonesia Bandung. Quota sampling technique was used to collect data through questionnaires to 115 people who use the services of courier mail and parcel post with Likert scale. The analysis method used is the multiple regression. The results showed that the performance of services in PT Pos Indonesia are in the category of good/high in terms of interaction quality, physical environment quality, and outcome quality. While customer loyalty mail and parcel that are in the category of average in terms of repeat purchase, purchases across product and service line, refers others and demonstrates immunity to the pull of the competition. The conclusion is the performance of services significantly affect customer loyalty mail and parcel in PT Pos Indonesia Bandung amounted to 54.7%.

scholarly journals The effect of sharia experience quality on customer loyalty

2021 ◽  
pp. 909-916
Author(s):  
Estik Hari Prastiwi ◽  
Surachman Surachman ◽  
Sunaryo Sunaryo ◽  
Ananda Sabil Hussein
Keyword(s):  
Customer Satisfaction ◽  
Religious Experience ◽  
Customer Loyalty ◽  
Physical Environment ◽  
Second Order ◽  
Outcome Quality ◽  
Islamic Banks ◽  
Purposive Sampling ◽  
Environment Quality ◽  
Sample Technique

This study aims to validate the dimensions of sharia experience quality and to determine the effect of sharia experience quality on customer loyalty by customer satisfaction as mediation variable. The sample technique of this study was a purposive sampling of 150 respondents who conducted financing at Islamic banks. SEM-PLS is used to test hypotheses. The results of the second order evaluation show that integration quality, physical environment quality, outcome quality, compliance sharia knowledge, and responsive religious experience had strong effects on sharia experience quality. Sharia experience quality had a significant effect on customer loyalty and customer satisfaction as a partial mediation of sharia experience quality on customer loyalty.

scholarly journals Pengaruh Kualitas Produk, Harga, dan Citra Merek terhadap Loyalitas Pelanggan Kosmetik Natural Nusantara di Gunungkidul

Telaah Bisnis ◽  
2021 ◽  
Vol 20 (1) ◽  
pp. 43
Author(s):  
Anik Rini Astuti ◽  
Eka Sudarusman
Keyword(s):  
Data Analysis ◽  
Product Quality ◽  
Multiple Regression ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Brand Image ◽  
Probability Model ◽  
Sampling Technique ◽  
Analysis Method ◽  
Cosmetic Products

The purpose of this study was to determine the effect of Product Quality, Price, and Brand Image on Customer Loyalty (Study on Customers of Natural Nusantara Cosmetics Product Users in Gunungkidul). The sampling technique has used a Non-Probability model used was the purposive sampling method. The sampling criteria in this study were that some customers of Natural Nusantara cosmetics users in Gunungkidul, had purchased Natural Nusantara cosmetic products at least twice. The sample in this study were 100 respondents, The data analysis method used Multiple Regression, Y = 15.163 + 0.212X1 + 0.433X2 + (-0.006X3). The results showed that product quality and price had a positive and significant effects on customer loyalty of Nusantara Natural Cosmetics users in Gunungkidul, so H1 and H2 was accepted. While brand image had a negative and had no significant effect on customer loyalty of users of Natural Nusantara Cosmetics products in Gunungkidul, so H3 is rejected.

scholarly journals Analysis of Factors Affecting Customer Loyalty at PT. Semen Tonasa, Tbk in Palopo City

2020 ◽  
Vol 2 (2) ◽  
pp. 52-66
Author(s):  
Edi Indra Setiawan ◽  
Evi Surahman ◽  
Burhan Rifuddin
Keyword(s):  
Data Analysis ◽  
Data Collection ◽  
Multiple Regression ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Significant Positive Effect ◽  
Analysis Method ◽  
Factors Affecting ◽  
Product Factor ◽  
Positive Effect

This study aims to determine the influence of marketing stimulus factors (price factors, product factors, promotion factors and brand factors) to influence customer loyalty at PT. Semen Tonasa, Tbk in Palopo City. The population in this study The population in this study were all customers of PT. Semen Tonasa Tbk in the last 5 years until this research was conducted. Meanwhile, in this study, the samples taken by the researchers were the retailers of PT Semen Tonasa Tbk in Palopo City. The sampling technique uses incidental techniques with due regard to the sample criteria. While the method of data collection is through observation, interviews, commissioning. The data analysis method used is multiple regression with five variables. The results showed that Fhit> Ftab (6,041> 3.06). This means that simultaneously the marketing stimulus factors (price, product, promotion and brand) have a significant effect on customer loyalty. This means that the proposed hypothesis is accepted. Meanwhile, only partially product factor which is a marketing stimulus has a significant positive effect. This can be seen in the t test, namely the calculated value of X2 exceeds the table value (4.172> 2.131).

What drives experiential loyalty towards the banks? The case of Islamic banks in Indonesia

2019 ◽  
Vol 37 (2) ◽  
pp. 595-620 ◽  
Author(s):  
Hung-Che Wu ◽  
Ching-Chan Cheng ◽  
Ananda Sabil Hussein
Keyword(s):  
Physical Environment ◽  
Positive Influence ◽  
Outcome Quality ◽  
Islamic Banks ◽  
Convenience Sample ◽  
Content Type ◽  
Interaction Quality ◽  
Environment Quality ◽  
Affective Quality ◽  
Experiential Quality

PurposeThe purpose of this paper is to explore the structural relationship between experiential loyalty and its seven drivers – interaction quality, physical environment quality, outcome quality, affective quality, experiential quality, experiential trust and experiential satisfaction in the context of Islamic banks.Design/methodology/approachThe data used in this study were based on a convenience sample of 474 respondents from Jakarta, Bogor and Depok in Indonesia.FindingsInteraction quality, physical environment quality and outcome quality positively influence experiential quality, which in turn, leads to experiential trust. Also, experiential trust has a positive influence on experiential satisfaction. Both experiential trust and experiential satisfaction are determinants of experiential loyalty.Practical implicationsThe results will assist Islamic bank management in developing and implementing market-orientated service strategies to increase interaction quality, physical environment quality, outcome quality, affective quality experiential quality, experiential trust and experiential satisfaction in order to increase experiential loyalty.Originality/valueThis paper provides data that result in a better understanding of the relationships among interaction quality, physical environment quality, outcome quality, affective quality, experiential quality, experiential trust, experiential satisfaction and experiential loyalty in the context of Islamic banks.

Service Quality and Satisfaction within Campus Recreation: The Moderating Role of Identification

2010 ◽  
Vol 34 (1) ◽  
pp. 9-23 ◽  
Author(s):  
David J. Shonk ◽  
Julie Wallace Carr ◽  
Peter E. De Michele
Keyword(s):  
Service Quality ◽  
Physical Environment ◽  
Interactive Effect ◽  
The United States ◽  
Program Quality ◽  
Campus Recreation ◽  
Outcome Quality ◽  
Quality Factors ◽  
Interaction Quality ◽  
Environment Quality

The current study integrated the services marketing and social identity literature to examine the moderating effect of Identification on the relationship between service quality factors (i.e., Program Quality, Interaction Quality, Outcome Quality, Physical Environment Quality) and Satisfaction. The study was administered using a modified version of Ko and Pastore's (2007) Scale of Service Quality in Recreational Sports (SSQRS) and Wann and Branscombe's (1990) team identification questionnaire. Data were collected from more than 4,000 campus faculty and undergraduate student recreational users attending a university within the Middle Atlantic region of the United States. Results of the regression analysis demonstrated that Identification had a significant interactive effect when added to Outcome Quality, F(1, 3663) = 105.869, p < .001, such that higher Identification is related to higher Satisfaction. Identification also had a significant interactive effect with Program Quality, F(1, 3850) = 25.281, p < .001, such that higher Identification is related to lower Satisfaction. There was no significant interactive effect between Identification and Interaction Quality, F(1, 3692) = 1.464, p = .226; and Physical Environment Quality, F(1, 3721) = 1.977, p = .160. The findings have important implications for campus recreation professionals.

scholarly journals Faktor yang Mempengaruhi Kepuasan Pengguna Layanan pada Unit Pelayanan Disdukcapil Kota Bogor

2017 ◽  
Vol 8 (1) ◽  
pp. 1-14 ◽  
Author(s):  
Nurullah Sururi Afif ◽  
Jono M Munandar ◽  
Ma'mun Sarma
Keyword(s):  
Structural Equation Modeling ◽  
Physical Environment ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Outcome Quality ◽  
Interaction Quality ◽  
Environment Quality

Berdasarkan data BPS Kota Bogor tahun 2014, Kota Bogor mempunyai populasi yang terus meningkat dari tahun ke tahun. Salah satu administrasi kependudukan yang banyak dibutuhkan adalah KTP, hal ini merupakan bagian yang penting dimiliki serta merupakan kewajiban bagi setiap masyarakatusia tertentu untuk memilikinya. Pelayanan yang diberikan diharapkan dapat memenuhi kebutuhan pengguna layanan sehingga dapat meningkatkan kepuasan pengguna layanan. Pengambilan sample dalam penelitian ini adalah sebanyak 100 responden. Pengolahan data dalam penelitian ini menggunakan Structural Equation Modeling (SEM) dengan Partial least Square. Pengguna layanan didominasi oleh remaja antara usia 17 -20 tahun yaitu sebesar 50%. Hasil analisis menunjukan bahwa physical environment quality, harga (price) berpengaruh terhadap kepuasan pengguna layanan, sedangkan interaction Quality, Outcome Quality tidak berpengaruh terhadap kepuasan penggunalayanan.

scholarly journals BRAND IDENTIFICATION, SATISFACTION, BRAND TRUST, DAN COMMITMENT TERHADAP CUSTOMER LOYALTY PADA KONSUMEN MOTOR SPORT

Media Bisnis ◽  
2021 ◽  
Vol 13 (1) ◽  
pp. 89-100
Author(s):  
DENNY SEPTA HARYANTI ◽  
EDDY HERMAWAN
Keyword(s):  
Data Analysis ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Model ◽  
Brand Trust ◽  
Analysis Method ◽  
Brand Identification ◽  
Motor Sport ◽  
Customer Commitment

The purpose of this study was to examine and analyze the influence of customer brand identification (CBI), customer satisfaction (SAT), customer brand trust (CBT), and customer commitment (CM) to customer loyalty (CL) on Yamaha Vixion motor sport consumers in DKI Jakarta. The form of research conducted in this study are causal and descriptive. Sampling using pusposive sampling technique with the number of respondents as many as 281 respondents. The data analysis method used in this study is SEM (Structural Equation Model) with AMOS tools. The result of this study indicates that CBI, SAT, CBT, and CM had effect to CL. CBT had effect to CLmediating through SAT, CBT, and CM. Then, SAT had effect to CM mediating through CBT. CBI had effect to CBT mediating through SAT, and CBI had effect to CM mediating through SAT.

scholarly journals PERAN KEPUASAN KONSUMEN MEMEDIASI PENGARUH HARGA TERHADAP LOYALITAS KONSUMEN DALAM BERBELANJA CLOTHING ONLINE MELALUI INSTAGRAM

2019 ◽  
Vol 8 (9) ◽  
pp. 5672
Author(s):  
Ni Luh Putu Anindya Putri Maharani ◽  
Ni Wayan Ekawati
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Consumer Loyalty ◽  
Analysis Method ◽  
The City

The purpose of this study is to explain customer satisfaction and prices as predictors of consumer loyalty in shopping for clothing online in the city of Denpasar. This data collection uses a questionnaire with purposive sampling technique on 88 respondents in Denpasar City, there are 11 indicators and use the Path analysis method. The results show that prices have a positive and significant effect on consumer satisfaction and consumer loyalty to clothing online, customer satisfaction is able to mediate. Respondent data that can be directly seen is that prices have a positive and significant influence on customer loyalty, prices have a positive and significant influence on customer satisfaction, customer satisfaction has a positive and significant influence on customer loyalty, customer satisfaction acts as an intervening variable between price and customer loyalty . Keywords: consumer satisfaction, price and consumer loyalty

scholarly journals Pengaruh Harga, Kepercayaan dan Citra Perusahaan Terhadap Loyalitas Pelanggan Perusahaan Otobus Kurnia (PO. Kurnia) Rute Padang-Medan

Jurnal Ecogen ◽  
2020 ◽  
Vol 3 (2) ◽  
pp. 232
Author(s):  
Fera Mardiana ◽  
Rose Rahmidani
Keyword(s):  
Regression Analysis ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Customer Loyalty ◽  
Analytical Method ◽  
Sampling Technique ◽  
Corporate Image ◽  
Primary Data ◽  
Service Users ◽  
Trust Company

This study aims to determine the effect of price, trust and corporate image on customer loyalty of the Kurnia otobus (PO. Kurnia) company in the Padang-Medan route. This type of research is causative. The population in this study were all PO service users (passengers). Kurnia Padang-Medan route. Samples were taken using the Slovin formula with 100 respondents and selected by purposive sampling technique. The type of data used in this study is primary data obtained through distributing questionnaires to Kurnia bus passengers with predetermined criteria. The analytical method used is multiple regression analysis using SPSS version 20. The results of this study indicate that: (1) price, trust, company image have a positive and significant effect on customer loyalty (2) price has a positive and significant effect on customer loyalty (3) trust positive and significant effect on customer loyalty (4) company image positive and significant effect on customer loyalty.Keywords: price, trust, corporate image, customer loyalty

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