scholarly journals Analisis pengaruh citra perusahaan dan kualitas layanan terhadap loyalitas pelanggan melalui kepuasan pelanggan

2019 ◽  
Vol 2 (1) ◽  
pp. 61-70
Author(s):  
Bambang Bambang ◽  
Triyono Arief Wahyudi
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Data ◽  
Corporate Image ◽  
Consumer Loyalty

This study aims to find out the effect of corporate image and its service quality to consumer loyalty and its impact on customer satisfaction. This research uses quantitative data with 100 respondents in JaBoDeTaBek. The method used in this research is regression and the colleration of each variable with 2 sub model using SPSS. The result from this study shows that there is a significant effect between corporate image to costumer satisfactory, a significant effect between quality of service to costumer satisfactory, and also  a significant effect between costumer satisfactory to costumer loyalty. Therefore, Team Wound, PT XYZ Jakarta and Bekasi needs to perform effective activities and to always up to date periodically so that the costumers are more loyal to use its products.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH MELALUI CITRA PERUSAHAAN SEBAGAI VARIABEL MEDIASI

2018 ◽  
Vol 7 (12) ◽  
pp. 6675
Author(s):  
I Made Deddy Saputra ◽  
I Nyoman Nurcaya
Keyword(s):  
Quality Of Service ◽  
Image Quality ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Corporate Image ◽  
Analysis Technique

Customer satisfaction is an important element in determining and maintaining and growing the company. To be able to develop loyalty among its customers, banks need to know what factors influence loyalty and assess their performance in these factors. This research was conducted at PT. BPR Bali Dananiaga Denpasar. The number of respondents of this study were 117 respondents. Data collection is done through observation, interview and questionnaire. This research uses instrument test by using path analysis technique. Based on the analysis result found that service quality variable have positive and significant effect to company image. Quality of service has a positive and significant impact on customer loyalty. So the better the service quality of PT. BPR Bali Dananiaga, it will increase customer loyalty in PT. BPR Bali Dananiaga in Denpasar City. Corporate image has a positive and significant impact on customer loyalty. Corporate image proved able to mediate positively and significantly influence between service quality to customer loyalty.

scholarly journals PENINGKATAN KUALITAS LAYANAN, KELENGKAPAN PRODUK DAN CITRA PERUSAHAAN SEBAGAI UPAYA MEMAKSIMALKAN KEPUASAN KONSUMEN PADA TOKO EL MALIK KABUPATEN SUMENEP

2019 ◽  
Vol 9 (2) ◽  
pp. 43-59
Author(s):  
Mohammad Rofik ◽  
Unsul Abrar
Keyword(s):  
Quality Of Service ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Consumer Satisfaction ◽  
Corporate Image ◽  
Purposive Sampling ◽  
Quality Product

This research has purpose to know the effect from service quality, product completeness, corporate image on customer satisfaction. Based on there are many competitors of modern retail stores that have sprung up, it is not impossible that a store that used to be big can be a store left by its customers. The quality of service, store completeness and corporate image are the solutions to maximize consumer satisfaction at the Sumenep Elmalik shop. Kind from this research is a quantitative researc with the total of respondents determined by purposive sampling as one hundred respondents. Respondents were divided into several types, namely gender, age and occupation. Technical analiysis uses multiple linear regression. The results explain that quality of service, complecated product and corporate image give affection on Elmalik satisfaction of consumer, this is evidenced by the t value > from t table.

PENGARUH KUALITAS PELAYANAN, KEPUASAN NASABAH DAN CITRA PERUSAHAAN TERHADAP LOYALITAS NASABAH PT. BANK CENTRAL ASIA TBK KANTOR CABANG PONDOK GEDE PLAZA

2019 ◽  
Vol 7 (1) ◽  
Author(s):  
Iwan Kurniawan Subagja ◽  
Putri Herlanies Susanto
Keyword(s):  
Quality Of Service ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Corporate Image ◽  
Good Relationship ◽  
Image Variables ◽  
Variable Quality

<p><em>This study aims to invest</em><em>i</em><em>gate whether there is an influence of service quality on customer loyalty, determine whether there is an influence of customer satisfaction on customer loyalty, find out if there is partial effect between corporate image on customer loyalty and determine whether there are influence service quality, customer satisfaction and corporate image of the customer loyalty. </em><em>S</em><em>tudy sample in this research </em><em>is 60 a sample and the technical sampling</em><em> using</em><em> </em><em>incidental sampling. Analysis of data using multiple linear regression.</em><em></em></p><em>The analysis showed that the effect of service quality on customer loyalty and has a significant relationship, customer satisfaction variables found to influence positive but not significant and the Corporate's image variables showed no effect on customer loyalty. Variable quality of service, customer satisfaction, and corporate image have influence and have a significant level of good relationship on customer loyalty.</em>

scholarly journals Service Quality, Company Image, Trust and Its Influence On Customers’ Satisfaction and Loyalty at Bank Shariah Mandiri (BSM) Meulaboh Branch Office

2018 ◽  
Vol 6 (2) ◽  
pp. 235
Author(s):  
Nilam Sari
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Corporate Image ◽  
Global Competition ◽  
Insignificant Effect ◽  
Customer Satisfaction And Loyalty

Global competition between conventional and shariah banks and the demands of providing maximum services to the customers and by looking at the rapid growth of Shariah Bank, it makes inter-institutional competition become significant. This cause’s shariah banking business is required to constantly improve the quality of its services. Customer satisfaction and loyalty in banking services is an important element in growing the company. It takes a special strategy to win the competition. This study aims to analyze the influence of service quality variables (service quality), corporate image (corporate image), and trust (trust) on customer satisfaction and loyalty. The analysis of data is using path analysis method and it takes 61 samples of the customers in PT. Bank Shariah Mandiri (BSM), Meulaboh. The sampling technique is simple random sampling. The results showed that the quality of service (service quality) has a positive and insignificant effect on customer satisfaction. Corporate image (corporate image) has a positive but not significant impact on customers’ satisfaction BSM. Trust (trust) has a positive and significant impact on customer satisfaction. BSM customers’ satisfaction has a direct effect on customers’ loyalty. Quality of service (service quality) has a positive and significant impact on customers’ loyalty. Corporate image (corporate image) positively and significantly affect the loyalty of BSM customers. Trust has negative and insignificant effect on customers’ satisfaction. By providing the results of this study, BSM is expected to always improve service quality, corporate image and customers’ trust, in which the three elements are very important and decisive in growing the company to continue to exist to deal with the global competition.

scholarly journals Pengaruh Citra Perusahaan Dan Reputasi Terhadap Kualitas Pelayanan Dan Dampaknya Pada Kepuasan Pelanggan (Pada Nasabah Tabungan Bank Artha Graha)

2019 ◽  
Vol 2 (2) ◽  
Author(s):  
Kevin Dan Mukti Rahardjo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Methods ◽  
Positive Impact ◽  
Linear Regression Analysis ◽  
Corporate Image ◽  
Primary Data ◽  
Company Reputation

This study aims to analyze the influence of corporate image and reputation on service quality and its impact on customer satisfaction in PT. Bank Artha Graha Tbk. This research used quantitative methods. The data is the primary data obtained through the distribution of questionnaires. The population in this study was customers of Bank Artha Graha, Tbk. The number of samples was determined by using Hair et.al. (1998) sampling method that is at least 5 times the number of parameters used in the study. The number of sample collected was 215 respondents. Using multiple linear regression analysis, it was found that corporate image and company reputation to have  direct and significant positive effect on service quality and customer satisfaction on Bank Tabungan Graha Bank Tabungan Graha. Corporate image and company reputation has contributed 77.1% to the quality of service. In addition, the quality of service has direct and significant positive impact on service satisfaction on the Bank Tabungan Graha Bank Tabungan Graha. Contribution of company influence, company reputation and service quality equal to 71,5% to customer satisfaction. Corporate image has indirectly affected customer satisfaction through service quality at Bank Artha Graha Tbk that is 5,5% similarly, Company Reputation has indirectly influence to customer satisfaction through service quality at Bank Artha Graha Tbk that is equal to 5,3%. To improve customer satisfaction the company must maintain the corporate image abd reputation of the company through the quality of service.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Kantor Perusahaan Umum Badan Urusan Logistik Kota Sampit Kabupaten Kotawaringin Timur

2016 ◽  
Vol 2 (2) ◽  
pp. 1-5
Author(s):  
Masrukin Masrukin ◽  
Hermanto Hermanto
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Error Rate ◽  
Research Method ◽  
Statistical Test ◽  
Quality Factors ◽  
Public Companies ◽  
Public Company

Customer satisfaction is influenced by service quality factors, this study aims to find out and analyze how much influence the quality of service on customer satisfaction is felt by customers who use the service of Poor Rice (Raskin) at the Office of Public Companies Logistics Agency (Perum BULOG) in Sampit City Regency East Kotawaringin. The research method used in this study is the method of observation, questionnaire/questionnaire and documentation using a Likert scale and the method of determining the sample used is the error rate of 5% as many as 213 samples. Testing the hypothesis used is a statistical test with the formula "Product moment person". The results showed that there was a very strong correlation between Service Quality and Customer Satisfaction of the Office of Public Company of the Logistics Affairs Agency (Perum BULOG) in the District of East Kotawaringin. As much as 0.9968514278 based on the calculation of Pearson Product Moment value.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

PENGARUH KUALITAS LAYANAN DAN CITRA PERUSAHAAN TERHADAP KEPUASAN NASABAH PT. BANK PERKREDITAN RAKYAT GRACIA MANDIRI BEKASI TIMUR

2018 ◽  
Vol 6 (1) ◽  
Author(s):  
Dr. Iwan Kurniawan Subagja, SE., MM.
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Customer Satisfaction ◽  
Small Businesses ◽  
Sampling Technique ◽  
Corporate Image ◽  
Business World ◽  
Long Period ◽  
Number Of Customers

In the current era of globalization the level of competition in the business world becomes increasingly tight. Many are doing small businesses that require capital, or small businesses that are developing to increase the ability of an increasing economy. This relates to one of the most important objectives and should be undertaken by all types of business: maintaining the viability of the company over a long period of time (going concern), business activities sometimes, visiting some things with competition to gain additional capital. This also makes it a challenge for bank companies to showcase their brand and quality of service that is superior and satisfactory to the purpose and number of customers. This study aims to describe the quality of service and corporate image to customer satisfaction PT. Bank Perkreditan Rakyat Gracia Mandiri Bekasi Timur. Samples and this research lied 100 respondents with sampling technique purposive sampling. The method of analysis used are description and regression analysis. The results showed that the quality of service and corporate image include customer satisfaction.

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