scholarly journals Pengaruh physical evidence, harga dan produk terhadap kepuasan serta dampaknya terhadap loyalitas pelanggan hypermarket

2019 ◽  
Vol 2 (2) ◽  
pp. 175-182
Author(s):  
Vanessa Jacobus
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Primary Source ◽  
Sampling Technique ◽  
T Test ◽  
Secondary Source ◽  
Physical Evidence ◽  
The People ◽  
Convenience Sampling

The goal of this research was to analyze the effect of physical evidence, price and products on loyalty with customer satisfaction as a mediating variable of Hypermarket A and B in East Jakarta region. The population on this research were all the people who lived in East Jakarta and Bekasi which eased the researcher to find consumers from both Hypermarkets. Sampling method was using convenience sampling technique with the calculation of sampling using Slovin formula so it obtained at least 100 samples. The source of this research was a primary and secondary source. A primary source was collected by fill the questionnaires by respondents and literature studies as a second source. The method for analysis was the classic assumption test and partial t-test. The result of the hypothesis shows that; price and product were positively impacted on customer satisfaction and so do the satisfaction on customer loyalty.   

scholarly journals PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN PDAM KOTA PADANG

2019 ◽  
Author(s):  
Mailani Ulfa ◽  
Riri Mayliza
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Sampling Technique ◽  
T Test ◽  
F Test ◽  
Analysis Techniques ◽  
Positive Effect ◽  
Better Than

The purpose of this study is to analyze the effect of service quality and customer satisfaction partially and simultaneously on the customer loyalty of the Padang city PDAM. The research method used is descriptive quantitative. The sampling technique used is non-probability sampling method with accidental sampling so that from the population a sample of 100 respondents was taken, the data collection method used was observation, questionnaire and literature rieview. Data analysis techniques used are classical assumptions, multiple linear regression, t test, F test and detemination coefficient. Based on multiple regression analysis, service quality and customer satisfaction variables on customer loyalty get Y = 1,493 + 0,408X1 + 0,059 X2 + 0,481X3- 0,038 X4 + 0,192 X5 + 0,114 X6 + e. From the t test, it was found that tangible had a positive and significant effect on customer loyalty of PDAM Kota Padang. Variable reliability does not affect the customer loyalty of PDAM Kota Padang. The variable responsiveness has a positive and significant effect on the customer loyalty of PDAM Kota Padang. The assurance variable does not affect the customer loyalty of Padang City PDAM. Variable empathy has a positive and significant effect on customer loyalty of PDAM Kota Padang. Satisfaction variables have a positive and significant effect on customer loyalty of PDAM Kota Padang. From the results of the F test, it is proven that the variables of service quality and customer satisfaction simultaneously have a significant and positive effect on customer loyalty PDAM Padang city, while the results of the determination coefficient obtained the ability of independent variables explain the dependent variable of 28.7% the remaining 71.3% is explained by other variables which is not used in this study, it is expected that Padang City PDAM can provide the best quality service to customers so that the customer is satisfied with the services proviuded so as to increase customer loyalty and for further researchers the authors suggest, in order to increase the number of respondents to be used, as well as carried out with a longer time span, so that the research done is better than tthe results of this study.

scholarly journals The Effect of Customer Satisfaction on Customer Loyalty in Kartu As Products in Makassar City

2020 ◽  
Vol 7 (2) ◽  
pp. 227
Author(s):  
Muhammad Ilham Wardhana Haeruddin ◽  
Muhammad Ikhwan Maulana Haeruddin
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Computer Program ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Technique ◽  
T Test ◽  
Stratified Random Sampling ◽  
Customer Dissatisfaction ◽  
Willingness To Recommend

This study aims to determine the influence of customer satisfaction on customer loyalty in Kartu As products in Makassar City. This research was conducted in Makassar City with 105 respondents. The sampling technique used stratified random sampling. This study was analyzed using hypothesis testing with multiple regression analysis with the help of the SPSS 21 computer program, to perform the f-test, t-test, and the calculation of R square (r2). The results of the analysis show that simultaneously the X variable (overall customer satisfaction, customer satisfaction dimensions, confirmation of expectations, re-purchase interest, willingness to recommend and customer dissatisfaction) has a significant effect on customer loyalty. In the t-test, there are two subvariables X that are not significant because the value of t count <t table, namely the dimensions of customer satisfaction (X2), and willingness to recommend (X5). From the calculation of R square (r2) of 0.423, it shows that the percentage of the influence of variable X on variable Y is 42.3%.

scholarly journals PENGARUH PENERAPAN CORPORATE SOCIAL RESPONSIBILITY (CSR), CORPORATE IMAGE, DAN KEPUTUSAN NASABAH TERHADAP LOYALITAS NASABAH

2020 ◽  
Vol 15 (1) ◽  
Author(s):  
Ahmad Faqihudin ◽  
Meinarni Asnawi ◽  
Bill J.C Pangayow
Keyword(s):  
Corporate Social Responsibility ◽  
Customer Satisfaction ◽  
Social Responsibility ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Linear Regression Analysis ◽  
Corporate Image ◽  
Analysis Tool ◽  
Convenience Sampling ◽  
Corporate Social

This study aims to examine the influence of corporate social responsibility (CSR) implementation, corporate image, and customer satisfaction, on customer loyalty. Variables independent were used inthis study namely Corporate Social Responsibility (CSR), corporate image, and customer satisfaction., as well as one dependent variable of customer loyalty. Customers of PT Bank Rakyat Indonesia Jayapura are used as the population in this study. The convenience sampling with a sample of 30 respondents is the technique of sampling method in thisstudy. This study uses a double linear regression analysis to analyses data. The analysis tool used is SPSS version 23. The results of this research demonstrate the implementation of Corporate Social Responsibility (CSR) has positively and significantly affects customer loyalty. Corporate Image has a positive and significant impact on customer loyalty. And customer satisfaction has a positive but does nosignificant impact on customer loyalty.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA JASA TRANSPORTASI OJEK ONLINE (Studi Kasus Pada Konsumen Gojek Malang)

2018 ◽  
Vol 12 (1) ◽  
pp. 54
Author(s):  
Dwi Danesty Deccasari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Sampling Technique ◽  
Five Dimensions ◽  
Transportation Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Improve Service Quality

The purpose of this research is to analyze the extent of Customer Satisfaction variables are able to improve Service Quality significantly to Customer Loyalty to consumers in Malang. The population in this study are customers who have used online transportation service Gojek in Malang. The sampling technique used in the research is using non probabilitysampling method with sampling method that used is accidental sampling. From the result of path analysis in the above table, it can be concluded that the influence of the service quality on customer satisfaction (Y1) of 79.5%. This means that from the five dimensions of service quality, dimensions that further affect customer satisfaction is the dimension of reliability, responsiveness, and empathy.Based on the result of determination test (R²) = 0,722 known that variable of service quality and customer satisfaction variable able to contribute 72.2% to customer loyalty.

scholarly journals PENGARUH KERAGAMAN PRODUK, KUALITAS PRODUK, DAN LOKASI PENJUALAN TERHADAP KEPUASAN CUSTOMER PADA PT. RAJAWALI NUSINDO CABANG PADANG

2019 ◽  
Author(s):  
Lidiana Putri ◽  
Febsri Susanti
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Research Method ◽  
Sampling Method ◽  
Sampling Technique ◽  
Time Span ◽  
T Test ◽  
Product Diversity ◽  
Analysis Techniques ◽  
Diversity Product

The purpose of this study was to analyze the effect of product diversity, product quality and location partially and simultaneously on customer satisfaction at PT. Rajawali Nusindo Padang Branch. The research method used is quantitative. The sampling technique used is non-probability sampling method with accidental sampling so that from the population a sample of 100 respondents was taken, the data collection method used was observation, questionnaire and literature review. Data analysis techniques used are classical assumptions, multiple linear regression and t test. Based on multiple regression analysis, get Y = 6.029 + 0.238 X1 + 0.171 X2 + 0.334 X2 + e. From the t-test, it was found that the product's threat variable had a positive and significant effect on customer satisfaction at PT. Rajawali Nusindo Padang Branch. Product quality variables have a positive and significant effect on customer satisfaction at PT. Rajawali Nusindo Padang Branch. Location variables have a positive and significant effect on customer satisfaction at PT. Rajawali Nusindo Padang Branch. It is expected that the results of this study can be used as a reference for further researchers to increase the number of respondents to be used, and carried out with a longer time span, besides using variables that are more suitable to increase customer satisfaction.

scholarly journals PREDIKSI CUSTOMER EXPERIENCE DAN SERVICE QUALITY TERHADAP CUSTOMER LOYALTY: CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI

2021 ◽  
Vol 5 (1) ◽  
pp. 191
Author(s):  
Keni Keni ◽  
Kavira Kamate Sandra
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Sampling Method ◽  
Customer Experience ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Convenience Sampling

Pertumbuhan tingkat penjualan ritel di Indonesia bernilai negatif selama satu tahun terakhir. Berbagai fenomena yang terjadi akibat pandemi yang sudah berlangsung sejak tahun 2020 menyebabkan penurunan tersebut, seperti pengurangan gaji dan pemutusan hubungan kerja yang berdampak terhadap penurunan daya beli masyarakat, sehingga menghambat kinerja perusahaan ritel. Oleh sebab itu, perusahaan ritel perlu memperbaiki kinerjanya dengan meningkatkan loyalitas pelanggan yang merupakan sebuah upaya untuk mempertahankan pelanggan yang sudah ada. Penelitian ini bertujuan untuk menguji apakah 1) pengalaman pelanggan dapat memprediksi kepuasan pelanggan. 2) kualitas pelayanan dapat memprediksi kepuasan pelanggan. 3) pengalaman pelanggan dapat memprediksi loyalitas pelanggan. 4) kualitas pelayanan dapat memprediksi loyalitas pelanggan. 5) kepuasan pelanggan dapat memprediksi loyalitas pelanggan. 6) kepuasan pelaggan memediasi prediksi pengalaman pelanggan pada loyalitas pelanggan. 7) kepuasan pelanggan memediasi prediksi kualitas pelayanan pada loyalitas pelanggan. Sampel dipilih dengan menggunakan metode non-probability sampling yang berupa teknik convenience sampling pada 200 responden dan Partial Least Square – Structural Equation Modeling (PLS-SEM) dilakukan untuk menguji hipotesis penelitian. Hasil penelitian ini menunjukan bahwa pengalaman pelanggan dan kualitas pelayanan berpengaruh signifikan untuk memprediksi kepuasan pelanggan, pengalaman pelanggan memiliki pengaruh signifikan untuk memprediksi loyalitas pelanggan, kualitas pelayanan tidak berpengaruh signifikan untuk memprediksi loyalitas pelanggan, kepuasan pelanggan memiliki pengaruh signifikan untuk memprediksi loyalitas pelanggan, dan kepuasan pelanggan memediasi prediksi pengalaman pelanggan dan kualitas pelayanan pada loyalitas pelanggan.  Retail’s sales-growth in Indonesia has been decreasing since last year. Various phenomenons which are caused by the pandemic that has been happening since 2020 has caused the decrease, such as reduction in salary and laid off that resulted in reducing purchasing power which then obstruct retail firm’s performance. Therefore, retail firms should improve their performance by increasing customer loyalty which is an attempt to retain existing customers. This research aimed to examine whether 1) customer experience can predict customer satisfaction.  2) service quality can predict customer satisfaction. 3) customer experience can predict customer loyalty. 4) service quality can predict customer loyalty. 5) customer satisfaction can predict customer loyalty. 6) customer satisfaction mediates the prediction customer experience on customer loyalty. 7) customer satisfaction mediates the prediction service quality on customer loyalty. The sample of this study was selected by using the non-probability sampling method, which is convenience sampling method, with a total amount of 200 respondents and Partial Least Square – Structural Equation Modeling (PLS-SEM) was conducted for the hypotheses testing. The findings of this study illustrate that customer experience and service quality has significant effect to predict customer satisfaction, customer experience has significant effect to predict customer loyalty, service quality has not significant effect to predict customer loyalty, customer satisfaction has significant effect to predict customer loyalty, customer satisfaction mediates the prediction of customer experience and service quality on customer loyalty.

scholarly journals Loyalitas Petani Dalam Melakukan Pembelian Benih Padi Produksi PP Kerja Di Solo Raya

2018 ◽  
Vol 14 (2) ◽  
pp. 135
Author(s):  
Gresia Rahmawati ◽  
Mohd. Harisudin ◽  
Hanifah Ihsaniyati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Customer Loyalty ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Recording Analysis ◽  
Convenience Sampling

<p><em>The purpose of this research are   (1) to know the influence   of product quality, price, service quality toward the customer satisfaction PP Kerja and (2) to know the influence of product quality, price, service quality and customer satisfaction toward the PP Kerja’s customer loyalty. The research here used explanatory research in this research. The sample used by 50 farmers who are customers of PP Kerja. The sampling technique using Convenience Sampling. Data were collected by questionnaire. The technique of collecting data was solved through observation, interviews and recording. Analysis of the data used is descriptive analysis and path analysis (path analysis). The results of this research showed that (1) the product quality  (X1),  price  (X2)  and  service  quality  (X3)  simultaneously  influenced  the customer satisfaction of PP Kerja (Y1). The total influenced of each variabel is 0,339;</em><em>0.178 and 0.543. (2) the product quality (X1), price (X2), service quality (X3) and customer satisfaction (Y1) simultaneously influenced the customer loyalty of PP Kerja (Y2). The price variable could influence the total of customer satisfaction 0,222; the service quality variable 0,362 and the customer satisfaction variable 0,442 it could give influence toward the customer satisfaction.</em></p>

Thai Consumers Satisfaction after Receiving Services from Thailand's Newest Low-Cost Airline

2014 ◽  
Vol 505-506 ◽  
pp. 767-777 ◽  
Author(s):  
Sittichai Charoensettasilp ◽  
Chong Wu
Keyword(s):  
Sampling Method ◽  
Low Cost ◽  
Service Marketing ◽  
Sampling Technique ◽  
Marketing Mix ◽  
Monthly Income ◽  
Significance Level ◽  
Physical Evidence ◽  
Convenience Sampling ◽  
Thai People

Thai Thai Smile is Thailands Newest Low Cost Airline Launched in 2012. The demand for low-cost airlines in the Thailand has also needs more and growing fast. This research studies about Thai consumers satisfaction after receiving services from Thailand's newest low cost airline. Employs sampling method on 400 Thai people who live in Bangkok and have used Newest Low Cost Airline to travel. A random convenience sampling technique together with surveys is used to collect data. At a significance level of 0.05, demographic factors including gender, age, education, monthly income, and occupation do affect Thai consumers satisfaction after receiving services from Thailand's newest low cost airline. In addition to the service marketing mix (7PS) influence Thai consumers satisfaction after receiving services from Thailand's newest low cost airline. Product, Process, People and Physical Evidence mostly affect Thai consumers satisfaction after receiving services from Thailand's newest low cost airline. Examples are the convenience of luggage claim, The announcement and information from the cabin crews and the captain, and the aircraft used for the traveler with a new and modern design that convenient to use. Following by Place and Price respectively, while Promotion is among the bottom ranking.

scholarly journals THE EFFECT OF ACCOUNTABILITY, TRANSPARENCY, AND SERVICE QUALITY TOWARD LOYALTY OF ZAKAT PAYERS

2020 ◽  
Vol 1 (2) ◽  
pp. 51-67
Author(s):  
Izhar Allessandria Mardini ◽  
Bambang Agus Pramuka ◽  
Negina Kencono Putri
Keyword(s):  
Regression Analysis ◽  
Service Quality ◽  
Sampling Method ◽  
Sampling Technique ◽  
Primary Data ◽  
State Revenue ◽  
The People ◽  
Analysis Technique ◽  
Convenience Sampling ◽  
Positive Effect

Zakat can become a significant source of state revenue. This can be realized if the people of Islam in Indonesia obedient in paying the zakat. Besides, the zakat institution in charge of managing the zakat must be honest, transparent and accountable in managing the zakat so that can increase the confidence of zakat payers (muzakki). But in reality, until this time there are still found a lack of potential for the payment of zakat in Indonesia. There are several factors that lead to loyalty of zakat payers that will increase zakat collection, such as accountability, transparency, and service quality applied by zakat management organization.This study aims to examine the effect of accountability, transparency, and service quality toward loyalty of zakat payers. This research is a quantitative study with primary data from questionnaires distributed to zakat payers of zakat management organization in Purwokerto. Sampling technique uses a convenience sampling method. There are 100 respondents that fulfilled questionnaires. Data analysis technique used is multiple regression analysis. The results of this study indicate that accountability, transparency, and service quality have a significant and positive effect toward loyalty of zakat payers.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PADA PT. MANDALA MULTI FINANCE CABANG PALU

2020 ◽  
Vol 3 (2) ◽  
pp. 151-158
Author(s):  
Dewi Dewi ◽  
Chalil Chalil ◽  
Syamsul Bachri Daeng Parani
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Sampling Method ◽  
Sampling Technique ◽  
Purposive Sampling ◽  
Physical Evidence

 The purpose of this study is to determine the effect of service quality on customer satisfaction at  PT. Mandala Multi Finance Palu Branch. The sample used is 90 respondents, with sampling  technique used is purposive sampling. Method of data analysis used in this research is Multiple Linear Regression. The results showed that service quality variables consisting of physical evidence, empathy, reliability, responsiveness, and collateral simultaneously have a significant effect on customer satisfaction at PT. Mandala Multi Finance Palu Branch. While the partial physical evidence, empathy, kahandalan, responsiveness, and guarantee also significantly affect customer satisfaction at PT. Mandala Multi Finance Palu Branch. Tujuan dari penelitian ini yaitu untuk mengetahui pengaruh kualitas layanan terhadap kepuasan nasabah pada PT. Mandala Multi Finance Cabang Palu. Sampel yang digunakan penelitian ini yaitu sebanyak 90 responden, dengan teknik penarikan sampel yang digunakan adalah purposive sampling.Metode analisis data yang digunakan dalam penelitian ini adalah Regresi Linear Berganda. Hasil penelitian menunjukkan bahwa variabel kualitas layanan yang terdiri bukti fisik, empati, kahandalan, daya tanggap,dan jaminan secara serempak berpengaruh signifikan terhadap kepuasan nasabah pada PT. Mandala Multi Finance Cabang Palu. Sedangkan secara parsial bukti fisik, empati, kahandalan, daya tanggap,dan jaminan juga berpengaruh signifikan terhadap kepuasan nasabah pada PT. Mandala Multi Finance Cabang Palu.

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