PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN, NILAI, KEPERCAYAAN DAN LOYALITAS  PELANGGAN RUMAH TANGGA PADA PERUSAHAAN DAERAH AIR MINUM KOTA KENDARI

This study aims to determine the effect of service quality on customer loyalty mediated by Customer satisfaction and customer value addition, it also examines, the effect of service quality on customer satisfaction, which is mediated by the effect of customer value and customer satisfaction and customer value on customer loyalty mediated by trust. The population in this study are household customers in Kendari who use the services of PDAM for 17,607 households spread are over 10 (ten) districts. The samples in this study are 391 household customers are taken with a precision of 5 % Data Collection techniques utility questionnaire. Data are analyzed by using. Structural Equation Modelling (SEM) with the help of the program, some of the important findings in this study are : (1) better service improvement of Kendari Regional causes trust, (2) customer loyalty improvement is also achievable of the provided service is able to enhance customer value. Besides, this research also proves that trust has a mediating role between satisfaction and loyalty of our customers as well as between customer value and loyalty.Keywords: service quality, customer satisfaction, customer value, customer trust and customer loyalty.

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Relationship between Customer Loyalty, Customer Satisfaction, Customer Trust, and Service Quality in E-Commerce Setting: Case Study of Lazada in Indonesia

International Journal of Business Studies ◽

10.32924/ijbs.v2i2.57 ◽

2018 ◽

Vol 2 (2) ◽

pp. 93-104

Author(s):

Yulita Fairina Susanti ◽

Albert Hasudungan ◽

Arif Wiratama Prasetyo

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Service Delivery ◽

Customer Loyalty ◽

Random Sampling ◽

Structural Equation ◽

Website Design ◽

Equal Proportion ◽

Customer Trust ◽

Relationship Of

The main objective of this study is to examine the relationship of each dimension of Service Quality to Customer Satisfaction and Customer Trust, Customer Satisfaction to Customer Trust and Customer Loyalty, and Customer Trust to Customer Loyalty. The sampling is selected on the basis of random sampling from Jakarta Millennial generation, below 31 years old, that use online transaction. The questionnaire was distributed in 2017 to that Jakarta Millennial respondents on the basis of random sampling selection. This study uses Covariance-Based Structural Equation Modelling, and the variable is adopted by the previous study to see that relationship. The research finds that Website Design, Responsiveness, and Assurance has signiicant effect to Customer Satisfaction, Customization and Assurance has significant effect to Customer Trust, Customer Satisfaction has significant effect to Customer Trust and Customer Loyalty, and Customer Trust has significant effect to Customer Loyalty. This study recommends equal proportion of business efforts between the service delivery and customize technology to retain their customer loyalty, since the results underscore the importance of both technical and service delivery aspects.

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PENGARUH CITRA BPR, KUALITAS PELAYANAN, NILAI NASABAH, KEPERCAYAAN DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH TABUNGAN PADA BANK PERKREDITAN RAKYAT (BPR) LUGAS DANA MANDIRI CABANG SOLOK

Horizon ◽

10.22202/horizon.v1i1.4692 ◽

2021 ◽

Vol 1 (1) ◽

pp. 11-21

Author(s):

Dettrita Dettrita

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Customer Value ◽

Quality Service ◽

Research Results ◽

Important Impact ◽

Customer Trust ◽

The Impact ◽

Loyal Customers

This research aims to analyze: 1) the influence of BPR pictures on honest loyalists. 2) The effect of service quality on loyal customers. 3) The impact of customer value in customer loyalty. 4) The influence of customer trust on customer loyalty. 5) The result of customer satisfaction on customer loyalty. 6) The impact of quality service on customer satisfaction. 7) The influence of customer value in customer satisfaction. Research results are: (1) BPR images have a positive and significant impact on customer loyalty; (2) Service quality has a positive and significant impact on customer loyalty; (3) Customer value has a positive and significant impact on customer loyalty Significant impact, (4) trust has a positive and important impact on customer loyalty, (5) customer satisfaction has a positive and important impact on customer loyalty, (6) service quality has a positive and important impact on customer satisfaction (7) Customer value has a positive and significant impact on customer satisfaction.

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QUALITY OF SERVICE AND PRICE PERCEPTION AFFECT CUSTOMER LOYALTY WITH CONSUMER SATISFACTION AS A MEDIATION VARIABLES

Journal of Applied Management and Business (JAMB) ◽

10.37802/jamb.v1i2.144 ◽

2021 ◽

Vol 1 (2) ◽

pp. 25-31

Author(s):

Margareta Evy da Silva

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Consumer Satisfaction ◽

Structural Equation ◽

Equation Model ◽

Partial Least Square ◽

Least Square ◽

Mediating Role ◽

Perceived Price

This study investigates the effect of service quality and perceived price on customer satisfaction and the effect of customer satisfaction on customer loyalty. This study also seeks to determine the mediating role of customer satisfaction on the relationship between service quality and price perceptions and customer loyalty. This study focuses on observations on 100 students in Sidoarjo who have made purchases at Indomaret-Sidoarjo. The research hypothesis testing adopted the Structural Equation Model-Partial Least Square (SEM-PLS) technique using SmartPLS. This study found that customer satisfaction has a significant effect on customer loyalty and perceived price also has a significant effect on customer loyalty. However, this research proves that service quality does not have a significant effect on customer satisfaction.

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Quality and image: The role of satisfaction and trust as intervening variables on loyalty of customer’s internet service providers

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v14i2.9358 ◽

2021 ◽

Vol 14 (2) ◽

pp. 282

Author(s):

Teuku Meldi Kesuma ◽

Mukhlis Yunus ◽

M. Ridha Siregar ◽

Abdul Muzammil

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Service Providers ◽

Corporate Image ◽

Equation Modeling ◽

Internet Service ◽

Customer Trust

Many factors can affect customer loyalty that some of them are service quality and corporate image. There are two objectives of this study. First, this study explains service quality and corporate image effects as antecedents for customer satisfaction, trust, and loyalty. Second, this study investigates the role of customer satisfaction and trust in mediating the service quality and corporate image effects on customer loyalty in the context of ISP customers. By using the purposive sampling technique, this study researched 270 ISP customers. The sample of data was statistically analyzed with the Structural Equation Modeling (SEM) and the Confirmatory Factor Analysis (CFA). This study confirmed that customer satisfaction, customer trust, and loyalty were directly affected by service quality and corporate image. Customer satisfaction and customer trust influenced customer loyalty significantly. The role of customer satisfaction and customer trust indirectly in mediating service quality and corporate image effects on customer loyalty was also confirmed by partial mediation. This study concludes by arguing that it needs to pay attention to service quality and the company’s good name levels to maintain customer loyalty.

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Service Quality, Customer Satisfaction, Customer Trust, and Loyalty in an E-Banking Context

Social Behavior and Personality An International Journal ◽

10.2224/sbp.2012.40.8.1271 ◽

2012 ◽

Vol 40 (8) ◽

pp. 1271-1283 ◽

Cited By ~ 31

Author(s):

Po-Young Chu ◽

Gin-Yuan Lee ◽

Yu Chao

Keyword(s):

Structural Equation Modeling ◽

Customer Satisfaction ◽

Service Quality ◽

Least Squares ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Modeling ◽

Research Model ◽

Bank Management ◽

Customer Trust

In this study a research model was proposed to examine the relationships between service quality, customer satisfaction in, customer trust of, and loyalty to Taiwanese e-banks. Questionnaires were completed by 442 respondents who had experience with e-banking and data were analyzed using partial least squares structural equation modeling. It was found that e-banks must focus on service quality to increase customer satisfaction and trust and to obtain customer loyalty. Implications are discussed in relation to e-bank management.

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The Effect of Service Quality, Trust and Satisfaction of Banks Customer Loyalty

International Journal of Research and Review ◽

10.52403/ijrr.20210436 ◽

2021 ◽

Vol 8 (4) ◽

pp. 293-307

Author(s):

Wahyudi . ◽

Endang Ruswanti

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Model ◽

Good Service ◽

Service Companies ◽

Banking Service ◽

The Right ◽

Customer Trust

One of the necessities of life that is no less important in this era is the need for banking services. The number of competitors in the same type of banking makes competitors competing to get the attention of customers, which customers are now more intelligent to determine their choices. Therefore, banking service companies need to have the right strategy in order to prevent customers from moving to other competitors. Banking companies must be able to provide quality services so that it will have an impact on customer loyalty. For more details, the purpose of this study is to look at the effect of service quality, trust, and satisfaction on bank customer loyalty. The population in this study is 245 bank customers. This research is causality research using a quantitative approach. Data is collected by using a questionnaire. The analytical method used is the Structural Equation Model (SEM). The results showed that: First, good service quality will increase customer satisfaction. Second, good service quality will increase customer confidence. Third, good service quality will increase customer loyalty. Fourth, high customer satisfaction will increase customer loyalty. Five, high customer trust will increase customer loyalty. Sixth, customer satisfaction and trust is able to mediate the relationship between service quality and bank customer loyalty. Keywords: service quality, trust, satisfaction, loyalty, customers, banks.

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Measuring Customer Loyalty and Satisfaction of Bank Bantul Using CRM and Service Quality

JBTI Jurnal Bisnis Teori dan Implementasi ◽

10.18196/jbti.v12i3.12765 ◽

2021 ◽

Vol 12 (3) ◽

pp. 172-183

Author(s):

Heri Sutanto ◽

Siti Dyah Handayani ◽

Susanto Susanto

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Relationship Management ◽

Customer Loyalty ◽

Structural Equation Modelling ◽

Structural Equation ◽

Relationship Management ◽

Customer Relationship ◽

Equation Modelling ◽

Customer Satisfaction And Loyalty

This study aims to analyze and describe the effects of the service quality and customer relationship management at PD BPR Bank Bantul on the customer satisfaction and loyalty. The object of this study is PD BPR Bank Bantul, while the subjects of the study are customers taking the SMEs credit offered by the Bank. Method of analysis used in this study was Structural Equation Modelling (SEM) with the help of the AMOS program. The number of respondents was 170, taken using purposive sampling. The criteria for the sampling are as follows: the respondents are taking the SME’s credit at PD BPR Bank Bantul, residents in Bantul Regency, who are individual customers, who have been 2 years or more customer and have done 2 or more credit transactions. Data was collected through questionnaires distributed directly to the respondents and through the google form. Based on the results of the analysis, show that service quality has no significant effect on customer satisfaction, customer relationship management has a positive and significant effect on customer satisfaction, service quality has no a positive and significant effect on customer loyalty, customer relationship management has a positive and significant effect on customer loyalty and customer satisfaction has a positive and significant effect on customer loyalty. In conclusion this study accepts 3 hypotheses and rejects 2 hypotheses.

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The Effects of Service Quality, Image and Trust on Satisfaction and Its Impact on Syari’ah Bank Customer Loyalty in Palembang

Business and Economic Research ◽

10.5296/ber.v9i1.14205 ◽

2019 ◽

Vol 9 (1) ◽

pp. 295

Author(s):

Diah Isnaini Asiati ◽

Wibowo ◽

Husein Umar ◽

Tony Sitinjak

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Descriptive Analysis ◽

Simple Random Sampling ◽

Primary Data ◽

Equation Modeling ◽

Quality Image ◽

Customer Trust

The purpose of this study was to analyze the effects of service quality, image and trust in satisfaction and its impact on Syari’ah Bank customer loyalty in Palembang, Province of South Sumatra. The research design in this study used causal analysis which explained correlation variables of 3 Syari’ah Banks with 250 people as banking clients in Palembang. The sample selection used simple random sampling. This dissertation draft used primary data from questionnaire filled out by the respondents. The method of research used descriptive statistics and Structural Equation Modeling (SEM). The results showed that the customer satisfaction had significant impact on customer loyalty, customer trust had significant impact on customer satisfaction, customer trust had not significant impact on customer loyalty, service quality had significant impact on customer trust, service quality has significant impact on customer satisfaction, service quality had significant impact on customer loyalty, service quality had significant impact on Syari’ah Bank Image, Syari’ah Bank image had significant impact on customer trust, Syari’ah Bank image had no significant impact on customer satisfaction, and Syari’ah Bank image had no significant impact on customer satisfaction. The descriptive analysis showed that the level of service quality, image, trust, satisfaction and customer loyalty had a positive level.

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Customer Experience Marketing (CEM), Customer Satisfaction and Customer Trust Affects Customer Loyalty: A Study on Star Hotels in Jakarta Province

Business Management and Strategy ◽

10.5296/bms.v9i2.13615 ◽

2018 ◽

Vol 9 (2) ◽

pp. 100

Author(s):

Dewi Trini ◽

M. Noor Salim

Keyword(s):

Customer Satisfaction ◽

Customer Loyalty ◽

Structural Equation ◽

Research Method ◽

Customer Experience ◽

Consumer Trust ◽

Descriptive Research ◽

Experience Marketing ◽

Equation Modelling ◽

Customer Trust

This study aims to examine customer experience marketing (CEM), customer satisfaction, consumer trust affects customer loyalty for star hotels in Jakarta, Indonesia. This study employs a causal and descriptive research using a survey research method. This study hypothesizes that (1) CEM has a significant effect on customer loyalty, (2) CEM has a significant effect on customer satisfaction, (3) customer satisfaction has a significant effect on customer loyalty, (4) customer satisfaction has a significant effect on customer trust and (5) customer trust has a significant effect on customer loyalty. The sample used is 200 respondents that were obtained from the star hotels’ guests in Jakarta. A structural equation modelling (SEM) is employed and the results reveal that only CEM has a significant impact on customer loyalty meanwhile customer satisfaction and customer trust have no impact on customer loyalty.

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THE EFFECT OF CUSTOMER VALUE AND CUSTOMER TRUST ON SATISFACTION AND CUSTOMER LOYALTY PT SAMATOR GAS INDUSTRI SAMARINDA SEBERANG

International Journal of Economics Business and Accounting Research (IJEBAR) ◽

10.29040/ijebar.v4i02.1048 ◽

2020 ◽

Vol 4 (02) ◽

Author(s):

Indra Permana Kusuma Putra ◽

Syarifah Hudayah ◽

Gusti Noorlitaria Achmad

Keyword(s):

Data Analysis ◽

Customer Satisfaction ◽

Customer Loyalty ◽

Customer Value ◽

Structural Equation ◽

Partial Least Square ◽

Least Square ◽

Significant Positive Effect ◽

Customer Trust ◽

Positive Effect

In this study involving consumers PT Samator Gas Industri Samarinda Seberang. In this study, a sample of 120 respondents was used to see customer satisfaction and customer loyalty. The data analysis used by the author is the Structural Equation Model (SEM). Hypothesis testing is done by multivariate analysis carried out through the SmartPLS program. Data analysis through partial Least Square (PLS) is done through two stages, namely: First, Assessing the outer model or measurement model. Second, assess the inner model or structural model. The results showed that Customer value had a significant positive effect on customer satisfaction, Customer trust had a significant positive effect on customer satisfaction, Customer value had a significant positive effect on loyalty, Customer trust had a significant positive effect on loyalty, Satisfaction had a non-significant positive effect on loyalty on PT Samator Gas Samarinda Industry Opposite.

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