scholarly journals The The Effect of Service Quality and Customer Satisfaction on Customer Loyalty

2021 ◽  
Vol 4 (1) ◽  
pp. 171-180
Author(s):  
Rorim Panday ◽  
Muhammad Fadhli Nursal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Fast Food ◽  
Sampling Method ◽  
Know How ◽  
Analysis Techniques ◽  
Convenience Sampling ◽  
Price Quotes

This study aims to know how service quality and customer satisfaction affect McDonald's customer loyalty. The object of this research is McDonald's fast food Restaurant. This type of research is quantitative and analysis techniques using multiple linear regression. The sample of this study was 210 respondents who were selected by the convenience sampling method. The results of this study are that Service Quality and Customer Satisfaction partially and simultaneously have a positive and significant effect on Customer Loyalty. Therefore, McDonald supposes that customers consider fast service, so they should minimize customer queues, to provide better price quotes to customers, and Mc Donald should continue to improve the quality of its services.

scholarly journals Introducing the Practices of Shariah-Compliant Hotel (Sch) In Shah Alam.

2018 ◽  
pp. 701-709
Author(s):  
Ahmad Pitra ◽  
Amat Taap Manshor ◽  
Jacquline Tham ◽  
Ferdous Azam ◽  
Eddy Yusuf
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Building Design ◽  
Total Sample ◽  
Observation Method ◽  
Innovative Concept

Shariah-Compliant Hotel (SCH) is a new innovative concept in the field of the hotel which is growing rapidly in this upscale business. The purpose of this study is to measure the service Quality of Shariah-Compliant Hotel (SCH) on Muslim Customer in Shah Alam to achieve the objective, the journal uses the observation method which is to spread the questionnaire. The population is all guest that have stayed at Islamic hotel in Shah Alam with a total sample of 120 guests. This study using the convenient sampling method. This finding is helpful to find out the important points in the Shariah-Compliant Hotel to serve as a benchmark that the variables used in this journal. Through this data, businesses can see what guest ‘need and want’ in the SCH concept. This research will emphasize the variable supporting factors of customer satisfaction such as facilities, restaurants, grooming staff, and building design. Overall, all variables, get good responses from respondents, which is more than four (> 4, Agree). Therefore, these four variables are very important to get customer satisfaction that will sustain customer loyalty.

ANALISIS FAKTOR KUALITAS PELAYANAN PADA RUMAH MAKAN XYZ JAKARTA

2018 ◽  
Vol 3 (1) ◽  
pp. 53-58
Author(s):  
Zulkifli Zainuddin
Keyword(s):  
Factor Analysis ◽  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Method ◽  
Time Range ◽  
Ability Factor ◽  
Convenience Sampling

This study aims to determine the influence of promotion and quality of service to customer satisfaction in Restaurant XYZ Jakarta. The population in this study is the visitors who visited the XYZ Tebet Restaurant period of December 17, 2017. Sampling will stop after the fulfillment of the time range for 5 days and obtained the number of samples of 35 respondents with convenience sampling method. The analysis test used in this research is factor analysis test. The results of this study indicate that the factors that are most able to explain the quality of service is a factor is the ability factor to help visitors. This factor consists of: (1) Physical facilities (3) Responsiveness, (4) Able to help (5) Friendly (6) Polite. The second factor is the waiter has a firm nature consisting of a firm attitude. Keywords: service quality

scholarly journals Menguji Loyalitas Pelanggan Restoran

2018 ◽  
Vol 14 (2) ◽  
pp. 121-128
Author(s):  
Sabar Sabar
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Analysis Technique ◽  
Managerial Implications ◽  
Improve Service Quality ◽  
Restaurant Owners

This study aims to examine the effect of service quality on satisfaction and its impact on the restaurant's ability to build customer loyalty. The sampling method used was accidental sampling. The analysis technique used was SEM PLS. The results showed that the quality of service had an impact on satisfaction which led to an increase in restaurant customer loyalty. Managerial implications of research results should be that managers or restaurant owners could improve service quality through reliability, responsiveness, assurance, empathy, tangible so that customer satisfaction increases so that it had an impact on customer loyalty.  

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 PERAN KEPUASAN PELANGGAN MEMEDIASI KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN PADA PT. AIRASIA INDONESIA

2019 ◽  
pp. 315
Author(s):  
Anak Agung Ayu Ratna Maheswari ◽  
Ni Made Asti Aksari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Close Attention ◽  
Mediating Role ◽  
Positive Effect ◽  
Loyal Customers

The amount of activities that requires airline services demands airline companies to provide good quality services to create satisfied and loyal consumers. The purpose of this study is to explain the effect of service quality on customer satisfaction and customer loyalty, the effect of customer satisfaction on customer loyalty, and to explain the mediating role of customer satisfaction in the effect of service quality on customer loyalty of AirAsia airline. Through purposive sampling method, this study uses a sample of 130 AirAsia customers at Ngurah Rai International Airport and Denpasar City, data was collected using questionnaire with a five-point Likert scale to measure 13 indicators, and analysed using path analysis. The result shows that service quality have a positive effect on customer satisfaction and their loyalty on AirAsia airline, customer satisfaction have a positive effect on customer loyalty on AirAsia airline, and customer satisfaction mediates the effect of service quality towards customer loyalty on AirAsia airline. We recommend for AirAsia to pay close attention to the quality of its services by controlling its flight schedule punctuality to satisfy its customers, which in turn will become loyal customers of AirAsia airline.

scholarly journals Introducing the Practices of Shariah-Compliant Hotel (Sch) In Shah Alam

2019 ◽  
pp. 990-998
Author(s):  
Ahmad Pitra ◽  
Amat Taap Manshor ◽  
Jacquline Tham ◽  
Ferdous Azam ◽  
Eddy Yusuf
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Building Design ◽  
Total Sample ◽  
Observation Method ◽  
Innovative Concept

Shariah-Compliant Hotel (SCH) is a new innovative concept in the field of the hotel which is growing rapidly in this upscale business. The purpose of this study is to measure the service Quality of Shariah-Compliant Hotel (SCH) on Muslim Customer in Shah Alam to achieve the objective, the journal uses the observation method which is to spread the questionnaire. The population is all guest that have stayed at Islamic hotel in Shah Alam with a total sample of 120 guests. This study using the convenient sampling method. This finding is helpful to find out the important points in the Shariah-Compliant Hotel to serve as a benchmark that the variables used in this journal. Through this data, businesses can see what guest ‘need and want’ in the SCH concept. This research will emphasize the variable supporting factors of customer satisfaction such as facilities, restaurants, grooming staff, and building design. Overall, all variables, get good responses from respondents, which is more than four (> 4, Agree). Therefore, these four variables are very important to get customer satisfaction that will sustain 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 PERAN KEPUASAN PELANGGAN DALAM MEMEDIASI KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN

2019 ◽  
Vol 8 (11) ◽  
pp. 6782
Author(s):  
I Putu Satya Nitya Ananda ◽  
I Made Jatra
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Analysis Techniques ◽  
The Many ◽  
Fierce Competition ◽  
Best Offer ◽  
Customer Satisfaction And Loyalty

Nitya Home Stay is one of the lodgings that have nuances of villas on Nusa Lembongan Island, Nusa Penida, Klungkung, Bali. Nitya Home Stay has many competitors who are in Nusa Lembongan. The many inns that exist on Nusa Lembongan make competition so tight. Every company competes to provide the best offer in order to attract customers from competitors. In order to survive in the increasingly fierce competition, Nitya Home Stay must be able to provide maximum service quality so that customers feel satisfied and will have an impact on customer loyalty. This study aims to determine the role of customer satisfaction in mediating service quality to customer loyalty. This research was conducted in Nusa Lembongan, using 125 respondents. This study uses data analysis techniques in the form of Path Analysis. The results of this study indicate that service quality has a positive and significant effect on customer customer satisfaction and loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Customer satisfaction is positively and significantly mediates service quality towards customer loyalty. Nitya Home Stay needs to continue to improve the quality of service so that customers feel satisfied so as to create customer loyalty. Keywords: service quality, customer satisfaction, customer loyalty

scholarly journals The Influence of Service Quality, Price, and Environment on Customer Loyalty in the Restaurant's Industry: The Mediating Role of Customer Satisfaction

2021 ◽  
Vol 7 (1) ◽  
pp. 143-154
Author(s):  
Danish Ali ◽  
Mohammad Alam ◽  
Hazrat Bilal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Association ◽  
Restaurant Industry ◽  
Capital City ◽  
Mediating Role ◽  
Service Fairness

The purpose of this research is to examine the influence of service quality (SQ), Price (P) and Restaurant Environment (RE) on customer loyalty (LOY), via the mediating role of customer satisfaction (SAT) in the context of the restaurant industry in the capital city of Pakistan (Islamabad). Five hundred questionnaires were distributed at various restaurants in a different location at Islamabad, and 385 were returned. Multiple Regression Analysis was used to test hypothesis relationships. The outcome of this research shows that SQ, Pand RE have a positive association with the SAT. In contrast, customer satisfaction also leads to customer loyalty. Moreover, customer satisfaction significantly mediates the association among SQ, P, RE, and customer loyalty. The restaurant operators need to consider that good quality of service, fairness in price, pleasant and attractive restaurant the environment can increase customer satisfaction, which often contributes to customer loyalty.

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