PENGARUH PERSEPSI KUALITAS DAN PROMOSI TERHADAP KEPUASAN PELANGGAN SERTA DAMPAKNYA PADA LOYALITAS PELANGGAN

2019 ◽  
Vol 4 (3) ◽  
pp. 371-380
Author(s):  
Riza Meilani ◽  
Triyono Arief Wahyudi
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Research Methodology ◽  
Quantitative Research ◽  
Hypothesis Test ◽  
Secondary Data ◽  
Perceived Quality ◽  
Primary Data ◽  
Positive Effect ◽  
Quality Promotion

This research aims to know the influence of perceived quality and promotion on customer satisfaction and its impact on customer loyalty. This research used secondary data and primary data. The researcher employed the quantitative research methodology. The data was analyzed by using SPSS 21 for 250 respondents who had purchased and had consumed products doughnut xyz. The result of hypothesis test show, there were a significant and positive effect of perceived quality and promotion on customer satisfaction and also there were a significant and positive effect of customer satisfaction on customer loyalty. Keywords: perceived quality, promotion, customer satisfaction, customer loyalty

Price Analysis, Service Quality, Customer Satisfaction on Customer Loyalty at Pt. Tigaraksa Satria, Tbk Medan

2021 ◽  
Vol 8 (4) ◽  
pp. 86-91
Author(s):  
Teuku Sabri Albana Putra ◽  
Isfenti Sadalia ◽  
Beby Karina Fawzeea Sembiring
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Field Research ◽  
Secondary Data ◽  
Research Field ◽  
Primary Data ◽  
Quantitative Descriptive ◽  
Price Analysis ◽  
Positive Effect

This study aims to analyze how much influence price, service quality and customer satisfaction have on customer loyalty at PT. Tiga Raksa Satria Tbk Medan. This study used a quantitative descriptive method by using a normative approach (legal research) to obtain secondary data and an empirical approach (juridical sociological), to obtain primary data through field research (field research). The results showed that the effect of price, service quality and customer satisfaction on customer loyalty at PT. Tigaraksa Satria Tbk, and based on the research results are as follows: First, the effect of price on customer loyalty has a positive and significant effect, which means that if the price improves, customer loyalty will also improve. Second, the effect of service quality on customer loyalty has a positive and significant effect, which means that if service quality increases, customer loyalty will also increase. Third, the effect of customer satisfaction on customer loyalty has a positive and significant effect, which means that if customer satisfaction increases, customer loyalty will also increase. Fourth, the overall effect of price, service quality and customer satisfaction on customer loyalty has a positive effect, which means that if the three independent variables are continuously improved, customer loyalty will also increase. Therefore, it is hoped that PT. Tigaraksa Satria Tbk in terms of improving customer loyalty to pay more attention to the issue of price, service quality and customer satisfaction. In order to create good customer loyalty at PT. Tigaraksa Satria Tbk. Keywords: Price, Service Quality, Customer Satisfaction and Loyalty Customer.

A Consuequence of Statisfaction and Loyalty: How Brand nd Purchase Intention Affect Its (An empirical study of Bengkulu)

2020 ◽  
Vol 7 (2) ◽  
pp. 61-70
Author(s):  
Fachri Eka Saputra ◽  
Fedyah Anggriani
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Purchase Intention ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Price Fairness ◽  
Online Questionnaire ◽  
Positive Effect ◽  
Descriptive Method

The purpose of this study as to determine how the effect of waterpark image and price fairness on customer satisfaction and its implications for customer loyalty at Waterpark Wahana Surya Bengkulu. The measurement of this study uses 14 indicator items which are distributed using an online questionnaire. The number of samples in this study were 136 respondents and the data were analyzed using SEM PLS (Partial Least Square). Date were collected using a questionnaire using a Likert scale. This research used descriptive method with a quantitative approach. The type of data used in this study is primary data. The results of this study prove that 1. waterpark image has a positive effect on price fairness, 2. Waterpark image has a positive effect on customer satisfaction, 3. Fairness of price has a positive effect on customer satisfaction, 4. Waterpark image has a positive effect on customer loyalty, 5. Fairness of price has a positive effect on customer loyalty, 6. Customer satisfaction has no effect on customer loyalty.

scholarly journals CUSTOMER SATISFACTION IN MOBILE PAYMENT SYSTEM: FINDING FROM INDONESIA

2021 ◽  
Vol 3 (2) ◽  
pp. 28-36
Author(s):  
Rian Hermawan ◽  
Mohamad Rizan ◽  
Agung Wahyu Handaru
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
User Satisfaction ◽  
Urban Areas ◽  
Structural Equation Models ◽  
Positive Impact ◽  
Primary Data ◽  
Mobile Payment ◽  
Quality Promotion

This research was conducted to produce a customer loyalty model in the mobile payment business in Indonesia. The mobile payment industry is currently in a period of rapid growth. Mobile payments are a vast need felt by consumers, especially in urban areas with good quality internet networks. Even though it is online, it still requires good customer service and can provide user satisfaction with this application. In this mobile payment business competition, the Link Aja company tries to compete with several platforms with several weaknesses in its business strategy. To achieve the research objectives, a sample selection of 200 users of the Link Aja mobile platform who live in Jakarta was selected. Non-probability sampling techniques are used to facilitate the collection of primary data needed to analyze the structural equation models used to test the hypothesis. The results of hypothesis testing reveal that service quality, promotion, and customer satisfaction have a positive impact on the level of customer loyalty of the Link Aja platform. Besides, customer satisfaction itself is influenced by the quality of service and promotions carried out by the Link Aja platform. The recommendation for the Link Aja platform is to immediately improve the application to make it easier to use and provide more cashback promotions for its users. Keywords: Service Quality, Promotion, Customer Satisfaction, Customer Loyalty.

scholarly journals Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus: Pamella Empat Supermarket)

2018 ◽  
Vol 26 (2) ◽  
pp. 210-225
Author(s):  
Riska Maulani ◽  
Yunita Fitri W
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Secondary Data ◽  
Total Sample ◽  
Primary Data ◽  
Probability Sample ◽  
Sample Technique

The purpose of this study to determine the effect of service quality on customer satisfaction simultaneously. The type of research used in this study is quantitative research. This research uses primary data and secondary data. While the sample technique used is a non-probability sample that uses a total sample of 100 respondents. Based on the results of this study, the quality of service consisting of reliability (reliability) X1, tangible X2, X3 responses, assurance and certainty (assurance) X4, and empathy (empathy) X5 affect customer satisfaction (Y) simultaneously or simultaneously.

scholarly journals Brand Image and Product Quality on Customer Loyalty (Survey in Cekeran Midun)

TRIKONOMIKA ◽  
2017 ◽  
Vol 16 (1) ◽  
pp. 43
Author(s):  
Demsi Minar ◽  
Anindia Safitri
Keyword(s):  
Product Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Secondary Data ◽  
Analysis Data ◽  
Perceived Quality ◽  
Primary Data ◽  
Know How

The purpose of this research is to (1) know customer responses to brand image, product quality, and customer loyalty of Cekeran Midun, (2) know how big the influence of brand image and product quality on customer loyalty are. The methods used are descriptive and verificative analysis. Data were primary and secondary data. Primary data was obtained from questionnaires distributed to 87 customers in Cekeran Midun Cikutra branch, Bandung. Secondary data was obtained from literature texts, journals and other sources that fit the topic of research. The result of analysis and discussion showed that Cekeran Midun Bandung applied brand image in 4 forms namely, recognition, reputation, affinity and domain. Cekeran Midun also implemented 8 forms of product quality i.e. performance, durability, conformance to specifications, features, reliability, aesthetics, perceived quality and serviceability. The influence of brand image and product quality on customer loyalty was 23.32%. 

scholarly journals The Effect of Customer Satisfaction on Customers Loyalty at the Green Mart Supermarket in Namrole City

2021 ◽  
Author(s):  
M Chairul Basrun Umanailo
Keyword(s):  
Customer Satisfaction ◽  
Secondary Data ◽  
Sampling Technique ◽  
Primary Data ◽  
Literature Study ◽  
Long Time ◽  
Quality Of Products ◽  
The City ◽  
Positive Effect

This study aims to determine the effect of customer satisfaction on buyer loyalty at Green Mart in Namrolesupermarkets. This research is quantitative. This research took place in the city of Namrole with the object of research at the Green Mart Supermarket. Sources of data in this study are primary data and secondary data. The data collection techniques in this research were survey and literature study. Sampling was done by non-probability sampling with a purposive sampling technique. The data analysis in this study used regression analysis. This analysis is used to examine the effect of customer satisfaction on loyalty. The results showed that customer satisfaction has a positive effect on loyalty. This implies that, if customer satisfaction increases, loyalty also tends to increase, if a customer is satisfied with the value provided by the products sold and the services received from Supermarkets, Green Mart is very likely to become loyal customers to Supermarkets. Green Mart for a long time. However, if customer satisfaction decreases, loyalty tends to decrease. Increased customer satisfaction is influenced by several factors, including the product and quality of products sold by various stores and according to the market tastes of shop consumers, friendliness, speed of service, and ease of transactions.

PENGARUH PERSEPSI KUALITAS DAN CITRA MEREK TERHADAP LOYALITAS PELANGGAN DENGAN KEPERCAYAAN PELANGGAN DAN KEPUASAN PELANGGAN SEBAGAI VARIABEL ANTARA

2019 ◽  
Vol 4 (2) ◽  
pp. 307-316
Author(s):  
Hanim Faizal ◽  
Siti Nurjanah
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Brand Image ◽  
Hypothesis Test ◽  
Perceived Quality ◽  
Marketing Strategies ◽  
Product Price ◽  
Marketing Activities ◽  
Place Promotion ◽  
Customer Trust

The objective of this research is to know the effect of perceived quality, brand image towards customer loyalty through customer trust and customer satisfaction as intervening variables. The research model is the quantitative approach through a survey of 170 Mazda customers across 17 Dealers in Java, Kalimantan & Sulawesi. The sampling method is purposive sampling. The hypothesis test result shows that there is significant effect between perceived quality and brand image towards customer trust. And there is significant effect between perceived quality and brand image towards customer satisfaction. There is no significant effect between perceived quality towards customer loyalty and there is no significant effect between customer trust towards customer loyalty. But there is significant effect between brand image towards customer loyalty and there is significant effect between customer satisfaction towards customer loyalty. Based on the result, the company need to do marketing strategies by using 6P’s (People, Payplan, Product, Price, Place, Promotion) in order to enhance the positive impression of perceived quality and build customer trust through marketing activities to make a customer loyal to use Mazda car in Indonesia. Keywords: perceived quality, brand image, customer trust, customer satisfaction, customer loyalty

scholarly journals THE EFFECT OF BANK IMAGE AND TRUST ON LOYALITY MEDIATED BY CUSTOMER SATISFACTION

2015 ◽  
Vol 6 (2) ◽  
Author(s):  
Sumadi Sumadi ◽  
Euis Soliha
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Multiple Linear Regression ◽  
Customer Loyalty ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Positive Effect

<p>The purpose of this study is to analyze the effect of the bank’s image and trust on customer satisfaction, as well as the effect of the image of the bank, trust, and satisfaction on customer loyalty. The study used sample of 100 people who were taken by purposive sampling technique. This research utilized multiple linear regression analysis and path analysis. Based on the hypothesis test, the results show that the image of the bank was significantly has positive effect on customer satisfaction, but trust has no significant effect on customer satisfaction. In addition, the bank’s image has no significant effect on customer loyalty. Moreover, trust and customer satisfaction significantly have positive effect on customer loyalty. Mediation test shows that customer satisfaction mediates the effect of the bank’s image on customer loyalty and customer satisfaction does not mediate trust on customer loyalty. <br />Info</p>

scholarly journals Movie Induced Tourism in the Young Millennials Tourist Segment

2021 ◽  
Vol 1 (1) ◽  
pp. 9-15
Author(s):  
Ayu Ananda ◽  
Azizah Salsabila Nugraha ◽  
Annisa Rachmah Fujianti ◽  
Eko Susanto
Keyword(s):  
Quantitative Research ◽  
Secondary Data ◽  
Primary Data ◽  
Target Market ◽  
Tourist Destination ◽  
Promotion Strategy ◽  
Quantitative Research Methods ◽  
Personal Connections ◽  
Aida Model ◽  
Positive Effect

This research is motivated by the considerable potential and market share of millennials as a tourism target market. The promotion strategy of a tourist destination is carried out through innovative media, one of which is through movie media or empirically known as the concept of Movie Induced Tourism. This research was conducted to determine the effect of movies on millennial tourist visits, applying descriptive quantitative research methods. Questionnaires were used as data collection techniques to obtain primary data and through journals and e-book to get secondary data. SEM-PLS has been applied to measure relationships between variables and research models. The results of this study are that movies attributes can have a significant positive effect on personal connections and AIDA Model.

scholarly journals STRATEGI EXPERIENTIAL MARKETING DAN KUALITAS PELAYANAN DALAM MENJELASKAN KEPUASAN DAN LOYALITAS NASABAH PADA BANK SYARIAH MANDIRI SEMARANG

2021 ◽  
Vol 17 (1) ◽  
Author(s):  
Arif Afendi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Quantitative Research ◽  
Equation Model ◽  
Primary Data ◽  
Experiential Marketing ◽  
Marketing Service

The purpose of this research is to test the effect of experiental marketing and service quality on customer satisfaction and customer loyalty. The type of research used is quantitative research using the Structural Equation Model (SEM) method. The data in this study was primary data with 100 respondents of mandiri syaria bank (BSM) Semarang. The results of this study show that there is a positive and significant effect of experiental marketing and servic quality  on customer satisfaction. The effect of the service quality on customer loyalty is positive and significant. The effect of customer loyalty is positive and significant  while the effect of experiental marketing to customer loyalty is positive but not significant.Keywords: experiental marketing, service quality, customer loyalty, customer satisfaction  

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