Peran Kualitas Pelayanan Terhadap Loyalitas Pelanggan Jasa Transportasi Online

Service quality is a form of activity undertaken by a company that aims to meet the wants and needs of customers by providing good service. Customer loyalty is a consumer's assessment of the quality of the product or service it receives based on existing expectations in the mind. Loyal customers will always tend to only one brand even though there are many similar brands. Sample in this study amounted to 135 respondents, is the people of Bandung who have or often use online transportation. The sampling technique using simple random sampling. The purpose of this study is to find out the influence of service quality on online transportation customer loyalty. The result obtained shows that service quality influence significantly customer loyalty by 24,1%.

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FORMING CUSTOMER LOYALTY THROUGH FACTORS IN MEDIATION OF CUSTOMER SATISFACTION

Dinasti International Journal of Digital Business Management ◽

10.31933/dijdbm.v2i2.549 ◽

2021 ◽

Vol 2 (2) ◽

pp. 233-249

Author(s):

Agung Hudaya

Keyword(s):

Structural Equation Modeling ◽

Data Analysis ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Random Sampling ◽

Structural Equation ◽

Sampling Technique ◽

Simple Random Sampling ◽

Equation Modeling

The purpose of this study is to determine how price, service quality, customer satisfaction on customer loyalty and how much influence, price, service quality on customer satisfaction which has implications for customer loyalty. The sample used in this study amounted to 100 respondents who were taken by simple random sampling technique. Data analysis in this study used Structural Equation Modeling (SEM) which was carried out with the help of the SEM program from Smart PLS 3.0. Besides, this research also proves that the price variable will affect customer satisfaction, then the price will also affect customer loyalty, as well as service quality affects customer satisfaction and will also affect customer loyalty. and also the mediating variable of customer satisfaction which will affect customer loyalty. Blanja.com in Jakarta.

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PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS KONSUMEN MELALUI KEPUASAN KONSUMEN PADA TOKO MANDIRI TEXTILE PASAR RAYA PADANG

10.31227/osf.io/wsa62 ◽

2018 ◽

Author(s):

Misi Ariansyah ◽

Sepris Yonaldi ◽

Hafrizal Okta Ade Putra

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Random Sampling ◽

Simple Random Sampling ◽

T Test ◽

Consumer Loyalty ◽

Sample Method ◽

Collection Methods

This study aims to determine how much effect of service quality to customer loyalty through customer satisfaction on toko Mandiri Textile pasar raya padang. Sample method used was simple random sampling. samples used to represent the population is of 100 respondents. data collection methods used are observation, questionnaires, and library. Based on the analysis path used satisfaction provides an increase of 30.3%, consumer loyalty providing increased by 22.9% and customer satisfaction by 9.8%. T test performed showed that these three variables significantly influence consumer loyalty. the value of the variable quality of service to customer satisfaction with the value of t test> t table (2,491> 1,660). service quality on customer loyalty with value t test> t table (7594> 1.660). satisfaction to loyalty to the value of t test> t table (2.925> 1.660). service quality through customer satisfaction to increase loyalty konsmen by t test> t table (7582> 1.660).

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E-SATISFACTION DAN E-TRUST BERPERAN DALAM MEMEDIASI PENGARUH E-SERVICE QUALITY TERHADAP E-LOYALTY PADA SITUS E-COMMERCE BLIBLI.COM

E-Jurnal Manajemen Universitas Udayana ◽

10.24843/ejmunud.2020.v09.i07.p11 ◽

2020 ◽

Vol 9 (7) ◽

pp. 2683

Author(s):

Ni Putu Indah Pradnyaswari ◽

Ni Made Asti Aksari

Keyword(s):

Service Quality ◽

Path Analysis ◽

Customer Loyalty ◽

Sampling Technique ◽

Success Factor ◽

Consumer Loyalty ◽

The People ◽

Study Population ◽

Online Consumer

One of the success factor of an e-commerce company is its online consumer loyalty (e-loyalty) because e-loyalty can influence repurchase decision and product recommendation. It is important for e-commerce companies to offer the best quality of electronic services (e-service quality) because e-service quality can influence consumers satisfaction and trust, which in turn resulting in customer loyalty. This research was conducted on an e-commerce site Blibli.com, with the people of Bali Province who have made purchases on Blibli.com as the study population. Purposive sampling technique was used to determine the sample size of 130 people used in this study, while path analysis and Sobel test was used to analyse the data. Research results show that e-service quality positively and significantly affect e-satisfaction, e-trust and e-loyalty. E-satisfaction and e-trust have a positive and significant effect on e-loyalty. Results of this study also show that e-satisfaction and e-trust can mediate the influence of e-service quality on e-loyalty. Keywords : e-loyalty, e-satisfaction, e-trust, e-service quality

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Improve Consumer Purchasing Decisions Through Quality of Service, Promotion And Quality of Information At PT. Ng Tech Supplies

International Journal of Science, Technology & Management ◽

10.46729/ijstm.v2i3.210 ◽

2021 ◽

Vol 2 (3) ◽

pp. 880-889

Author(s):

Septa Diana Nabella

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Random Sampling ◽

Information Quality ◽

Sampling Technique ◽

Simple Random Sampling ◽

Purchasing Decisions ◽

Quality Of Information ◽

Quality Promotion

The main objective of this research is to analyze the influence of service quality, promotion and information quality on customer purchasing decisions at PT. Ng Tech Supplies. This research is causal research (cause-effect research) . The population and sample in this study were 164 regular customers during January 2019 to July 2019 period. The sampling technique that the researcher used in this study was the simple random sampling technique. So that the sample in this study was 116 respondents. The results showed that partially service quality and information quality variables had a significant effect on customer purchasing decisions at PT. Ng Tech Supplies. Meanwhile, promotion has no effect on customer purchasing decisions at PT. Ng Tech Supplies.

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Pengaruh Perceived Service Quality dan Switching Cost terhadap Customer Loyalty

Journal of Business Management Education (JBME) ◽

10.17509/jbme.v4i2.21375 ◽

2019 ◽

Vol 4 (2) ◽

pp. 76-84

Author(s):

Dhia Annisa Hidayaturrakhma ◽

Eded Tarmedi ◽

Lisnawati Lisnawati

Keyword(s):

Regression Analysis ◽

Service Quality ◽

Customer Loyalty ◽

Random Sampling ◽

Sampling Technique ◽

Simple Random Sampling ◽

Switching Cost ◽

Survey Method ◽

Perceived Service Quality ◽

High Category

Abstract: This research aims to determine the Effect of Perceived Service Quality and Switching Cost on Customer Loyaly in the IM3 Ooredoo Users in Indonesia. This research is a descriptive verification research, using explanatory survey method by simple random sampling technique with 150 respondents and the data were analized by multiple regression analysis with the help of SPSS 24.0. The outcome of this study indicate that the concept of perceived service quality is fairly high category, the concept of switching cost is fairly high category, the concept of customer loyalty is fairly high category, and the customer loyalty is influenced by both perceived service quality and switching cost.Keywords: Perceived Service Quality; Switching Cost; Customer Loyalty

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PENGARUH KUALITAS PELAYANAN DAN CITRA PERUSAHAAN TERHADAP LOYALITAS NASABAH PADA AJB BUMIPUTERA

Jurnal Ilmu Keuangan dan Perbankan (JIKA) ◽

10.34010/jika.v8i2.1934 ◽

2019 ◽

Vol 8 (2) ◽

pp. 109-126

Author(s):

Erwin Budianto

Keyword(s):

Service Quality ◽

Customer Loyalty ◽

Random Sampling ◽

Research Method ◽

Sampling Technique ◽

Simple Random Sampling ◽

Corporate Image ◽

Customer's Loyalty ◽

Initial Survey ◽

Descriptive Method

Declining of the customer number still indicate a lack of customer loyalty to opt-in AJB's services. It based on an initial survey that the service quality provided to customers was not optimal as well as the reputation of the company decreased due to problems with the customer so it can not maintain the Company Image which was already built for so long. This study aimed to analyze the influence of service quality and corporate image on customer loyalty in AJB Bumiputera Branch Setiabudi Bandung. This research method using descriptive method of verification approach.The sampling methodology which is used in this research is consisting of the sample and population. The sampling technique which is used is simple random sampling consisted of 85 responders. The results of research FCount (151 339)> FTable (3.13) then H0 and H1 accepted, means that there is influence between service quality and corporate image on customer loyalty in AJB Bumiputera Branch Setiabudi Bandung. which means there is the existence of a direct relationship. Keywords: Service Quality, Corporate Image, Customer’s Loyalty. Kebutuhan akan jasa asuransi kini makin dirasakan. baik oleh perorangan maupun dunia usaha di Indonesia. Asuransi merupakan sarana finansial dalam tata kehidupan rumah tangga, baik dalam menghadapi resiko yang mendasar seperti resiko kematian, atau dalam menghadapi resiko atas harta benda yang dimiliki. Menurunnya jumlah nasabah mengindikasikan Masih minimnya loyalitas nasabah untuk mengunakan kembali jasa asuransi AJB Bumiputera. Hal ini berdasarkan survey awal bahwa belum optimalnya Kualitas Pelayanan yang diberikan kepada nasabah serta Reputasi dari perusahaan menurun karena adanya masalah dengan nasabah sehingga tidak bisa menjaga Citra Perusahaan yang sudah dibangun sekian lama.Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan dan citra perusahaan terhadap loyalitas nasabah pada AJB Bumiputera Cabang Setiabudi Bandung. Fenomena yang terjadi adalah Metode penelitian ini menggunakan metode deskriptif dengan pendekatan verifikatif.Metode penarikan sampel yang digunakan terdiri dari populasi dan sampel. Teknik sampling yang digunakan adalah simple random sampling yang terdiri dari 85 orang responden.Metode verikatif yang digunakan adalah Importance Performance Analysis ( IPA ), Regresi Berganda, Koefisien Determiansi, Korelasi dan Uji Hipotesis untuk mengetahui pengaruh kualitas pelayanan dan citra perusahaan terhadap loyalitas nasabah pada AJB Bumiputera cabang Setiabudi Bandung baik secara parsial maupun simultan, dengan menggunakan alat bantu software yaitu SPSS for Windows 17 Hasil penelitian Fhitung (151.339) > Ftabel (3,11) maka H0 ditolak dan H1 diterima, Artinya terdapat pengaruh antara kualitas pelayanan dan citra perusahaan terhadap loyalitas nasabah pada AJB Bumiputera Cabang Setiabudi Bandung.Yang artinya adanya hubungan yang searah. Kata Kunci : Kualitas Pelayanan, Citra Perusahaan, Loyalitas Nasabah

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Persepsi Pedagang Terhadap Pelayanan Petugas Pasar Tradisional Bangil

Jurnal Ilmiah Ecobuss ◽

10.51747/ecobuss.v9i1.711 ◽

2021 ◽

Vol 9 (1) ◽

pp. 31-40

Author(s):

Ishak Ishak

Keyword(s):

Service Quality ◽

Random Sampling ◽

Public Services ◽

Sampling Technique ◽

Simple Random Sampling ◽

Traditional Market ◽

Quantitative Descriptive

The fokus of this research is trader’s perceptions of service quality with a focus of research in Bangil traditional market officers. The purpose of this study was to determine how much the quality of public services in Bangil tradional market unit. The method of this research is quantitative descriptive, the subjects of this study are traders rgistred as many as 1396 taders and as a population. The sampling technique used was simple random sampling using the opinion of Slovin, with a total of 93 respondents. Based on yhe result of the study showed the quality of market services is near maximum. Keywords : Perception Of Merchant, Service Quality

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KEPUASAN PELANGGAN MEMEDIASI PENGARUH KUALITAS PELAYANAN DAN PROMOSI TERHADAP LOYALITAS PELANGGAN

MIX JURNAL ILMIAH MANAJEMEN ◽

10.22441/mix.2018.v8i1.006 ◽

2018 ◽

Vol 8 (1) ◽

pp. 90

Author(s):

Novianti Novianti ◽

Endri Endri ◽

Darlius Darlius

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Path Analysis ◽

Customer Loyalty ◽

Random Sampling ◽

Sampling Technique ◽

Simple Random Sampling ◽

Likert Scale ◽

Validity And Reliability ◽

Indirect Impact

Abstract. This study aims to examine the effect of service quality and promotiondirectly to customer satisfaction and customer loyalty. This study also examines theinfluence of service quality and promotion indirectly to customer loyalty throughcustomer satisfaction. The study was conducted on 175 customers of Cikarang MedikaFarma Pharmacy taken with simple random sampling technique and given questionnaire72 statement with Likert Scale to measure response to research variables. After testingthe validity and reliability, as well as the prerequisite test, conducted path analysis testusing software Lisrel 8.80. The results showed that there was a significant direct effectbetween service quality and promotion on customer satisfaction as well as on customerloyalty. Service quality also has a positive and significant indirect impact on customerloyalty through customer satisfaction. Promotion has a positive and significant indirecteffect on customer loyalty through customer satisfaction.

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PENGARUH KEPEMIMPINAN DAN MOTVASI KERJA TERHADAP KUALITAS PELAYANAN PUBLIK (STUDI KASUS PADA KANTOR KEMENTERIAN AGAMA SUNGAI PENUH )

10.31219/osf.io/f9pmb ◽

2020 ◽

Author(s):

Pahrizal

Keyword(s):

Data Analysis ◽

Service Quality ◽

Public Service ◽

Random Sampling ◽

Secondary Data ◽

Sampling Technique ◽

Simple Random Sampling ◽

Primary Data ◽

Analysis Techniques ◽

Intervening Variables

The research is proposed to test the influence of Leadership and Motivation Work on Public Service Quality. The population in this study was the Kantor Kementerian Agama Sungai Penuh who had received the last 1 year service at the Kantor Kementerian Agama Sungai Penuh, amounting to 260 people. Furthermore, by using the Slovin formula, a sample size of 158 people was chosen with a sampling technique based on Simple Random Sampling. This study uses primary data and secondary data. Data analysis techniques used are path analysis and hypothesis testing using t test with data analysis using SPSS version 20. The results of the study based on showing that partially the Leadership and motivation work have a positive and significant effect on Public Service Quality. The results also show that motivation work variables act as intervening variables between Leadership and Public Service Quality.

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