scholarly journals PENGUKURAN KUALITAS PELAYANAN (Servqual – Parasuraman) DALAM MEMBENTUK KEPUASAN PELANGGAN SEHINGGA TERCIPTA LOYALITAS PELANGGAN

2019 ◽  
Vol 4 (1) ◽  
pp. 45-64
Author(s):  
Sinollah Sinollah ◽  
Masruroh Masruroh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Employee Performance ◽  
Survey Method ◽  
Static Test ◽  
Physical Evidence ◽  
The Difference

ABSTRACTThis study aims to analyze customer satisfaction at Mayang Collection, test and explain the effect of servqual dimension service quality (physical evidence, reliability, responsiveness, confidence, and empathy) on customer satisfaction at Mayang Collection, and test and explain the effect of customer satisfaction on customer loyalty on Mayang Collection.The population in this study were customers of the Mayang Collection Kepanjen store who had a member card and made a repeat purchase. Population research or population study so that the number of samples in this study is a number of population, amounting to 93 respondents. The method used in this research is explanatory survey method, which is a method used to explain causal relationships between variables through hypothesis testing (Nazir, 2005).Based on the results of the static test all the indicators in this study are valid, and the variables are reliable. The results of the servqual analysis show that the difference or gap between customer expectations and employee performance has a total average which is at the moderate classification level (Parasuraman table, 1990) or service quality in Mayang Collection stores is quite good. This means that customer satisfaction in terms of quality of service provided at Mayang Collection is quite good. The path analysis test results (path analysis) show that there is no significant influence between servqual dimension service quality (physical evidence, reliability, responsiveness, confidence, and empathy) to customer satisfaction. This proves that service quality has a long-lasting influence in shaping customer satisfaction. And customer satisfaction has a significant influence on customer loyalty. Mayang Collection stores are advised to pay more attention to and improve other factors besides service quality in increasing customer satisfaction, because with increasing customer satisfaction, customer loyalty will be formed easily.Keywords: tangible, reliability, responsiveness, assurance, empathy, customer satisfaction, and customer loyalty

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah dan Loyalitas Nasabah Tabungan Britama Pada PT. Bank Rakyat Indonesia (Persero) Tbk Cabang Samarinda

2020 ◽  
Vol 8 (3) ◽  
pp. 199
Author(s):  
Poppy Alvianolita Sanistasya
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Data Collection Methods ◽  
Savings Accounts ◽  
Collection Methods

This study aims to determine: (1) the effect of service quality on customer loyalty; (2) the effect of service quality on customer loyalty; (3) the effect of satisfaction on customer loyalty. The type of research (explanatory effect). Samples of 110 respondents of savings accounts in BRI branch Samarinda. This study uses survey methode and data collection methods using questionnaires. Analysis of data used path analysis. Results of the path analysis can be seen that: (1) service quality variable have a significant effect on customer satisfaction variable; (2) service quality variable have a significant influence on customer loyalty variable; (3) customer satisfaction variable do not have a significant effect on customer loyalty variable.

scholarly journals Meningkatkan Kepuasan Nasabah Melalui Kualitas Pelayanan yang di Mediasi oleh Kepercayaan (Survey Pada BRI Kcp Unit Kuamang Kuning Kabupaten Bungo)

2019 ◽  
Vol 4 (1) ◽  
pp. 156
Author(s):  
Andri Yandi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Statistical Method ◽  
Significant Influence ◽  
Survey Method ◽  
Customer Trust

This study aims to analyze the effect of service quality on customer trust and satisfaction, trust in customer satisfaction, and analyze the influence of service quality through trust as a variable intervening on customer satisfaction. the sample is 384. The method of collecting data uses a survey method, which is followed by a statistical method to test the hypothesis that is by path analysis. The results of this study indicate that service quality has a positive and significant effect on customer trust and satisfaction, as well as trust has a positive and significant influence on customer satisfaction. In addition, service quality through trust also has an influence on customer satisfaction.

scholarly journals Pengaruh Kualitas Layanan Terhadap Kepuasan dan Loyalitas Nasabah Pada PT Bank Negara Indonesia (Persero) Tbk Unit Siwa Kabupaten Wajo

Tata Kelola ◽  
2020 ◽  
Vol 7 (2) ◽  
pp. 163-178
Author(s):  
Muh. Syaiful Islam ◽  
Nasir Hamzah ◽  
Amir Mahmud
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Descriptive Analysis ◽  
Reliability Test ◽  
Test Results ◽  
Physical Evidence

Tujuan penelitian ini adalah untuk menganalisis pengaruh kualitas layanan melalui (Tangible, Reliability, Responsiveness, assurance, Emphaty) terhadap kepuasan nasabah. Untuk menganalisis pengaruh layanan melalui Tangible, Reliability, Responsiveness, assurance, Emphaty) terhadap loyalitas nasabah. Untuk menganalisis pengaruh kepuasan nasabah terhadap loyalitas. Untuk menganalisis kualitas layanan (Tangible, Reliability, Responsiveness, assurance, Emphaty) melalui kepuasan nasabah pada PT Bank Negara Indonesia (Persero), Tbk Unit Siwa Kabupaten Wajo. Untuk mengimplemasikan tujuan tersebut maka digunakan analisis deskriptif, uji validitas dan uji reliabilitas, uji asumsi klasik, analisis jalur. Hasil penelitian menemukan bahwa kualitas layanan melalui bukti fisik, kehandalan, daya tanggap, jaminan dan empati berpengaruh postif dan signifikan terhadap kepuasan nasabah. Kualitas layanan melalui bukti fisik, kehandalan, daya tanggap, jaminan dan empati berpengaruh positif dan signifikan terhadap loyalitas nasabah. Hasil uji mediasi yang menunjukkan bahwa kepuasan nasabah tidak dapat memediasi pengaruh kualitas pelayanan melalui bukti fisik, kehandalan, daya tanggap, jaminan dan empati terhadap loyalitas nasabah pada PT Bank Negara Indonesia (Persero), Tbk Unit Siwa Kabupaten Wajo. The purpose of this study is to analyze the effect of service quality through (Tangible, Reliability, Responsiveness, Assurance, Emphaty) on customer satisfaction. To analyze the influence of services through Tangible, Reliability, Responsiveness, assurance, Emphaty) on customer loyalty. To analyze the effect of customer satisfaction on loyalty. To analyze service quality (Tangible, Reliability, Responsiveness, assurance, Emphaty) through customer satisfaction at PT Bank Negara Indonesia (Persero), Tbk. Siwa Unit in Wajo Regency. To implement these objectives, descriptive analysis, validity test and reliability test, classic assumption test, path analysis are used. The results of the study found that service quality through physical evidence, reliability, responsiveness, assurance and empathy had a positive and significant effect on customer satisfaction. Quality of service through tangible, reliability, responsiveness, assurance and empathy has a positive and significant effect on customer loyalty. The mediation test results show that customer satisfaction cannot mediate the effect of service quality through tangible, reliability, responsiveness, assurance and empathy for customer loyalty at PT Bank Negara Indonesia (Persero), Tbk. Siwa Unit in Wajo Regency.

scholarly journals PENGARUH CITRA MEREK DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN YANG DIMEDIASI OLEH KEPUASAN PELANGGAN MENGGUNAKAN 3SECOND DI KOTA PALU

2020 ◽  
Vol 1 (3) ◽  
pp. 261-270
Author(s):  
Dian Harianti ◽  
Elimawaty Rombe ◽  
Ponirin Ponirin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Brand Image ◽  
Analysis Tool ◽  
Test Hypothesis ◽  
Purposive Sampling

This study aims to study the effect of brand image and service quality on customer satisfaction and customer loyalty. The sample in this study amounted to 100 customers who bought 3Second products in Palu City. Sampling is done by using Purposive Sampling and Accidental Sampling. This research uses  path  analysis  tool  to  test  hypothesis.  The  results  of  this study  indicate  that  brand  image  and service  quality  have  a  positive and  significant  influence  on  customer  loyalty.  Meanwhile,  customer satisfaction also has a positive and significant impact on customer loyalty. This study also shows that to maintain customer loyalty, 3Second should improve the quality of its services and brand image in order to increase customer satisfaction that will impact on high customer loyalty. Penelitian  ini  bertujuan  untuk  mempelajari  pengaruh  citra  merek  dan  kualitas layanan terhadap  kepuasan  pelanggan  dan  loyalitas pelanggan.  Sampel  pada  penelitian  ini  berjumlah 100  pelanggan yang  membeli  produk 3Second di  Kota  Palu.  Pengambilan  sampel dilakukan dengan  menggunakan Purposive  Sampling dan Accidental Sampling.  Penelitian ini menggunakan  alat  analisis path untuk  menguji hipotesis.  Hasil  penelitian  ini  menunjukan bahwa  citra  merek  dan kualitas  layanan  memiliki  pengaruh  positif  dan  signifikan  terhadap loyalitas  pelanggan.  Sementara  itu  kepuasan  pelanggan  juga berpengaruh  positif  dan signifikan  terhadap  loyalitas  pelanggan. Studi  ini  juga  menunjukkan  bahwa  untuk  menjaga loyalitas  pelanggan maka 3Second sebaiknya  meningkatkan  kualitas  layanan  dan  citra mereknya demi untuk meningkatkan kepuasan pelanggan yang akan berimbas pada tingginya loyalitas pelanggannya.

scholarly journals ANALISIS PENGARUH KUALITAS LAYANAN WEBSITE TERHADAP LOYALITAS PELANGGAN E-COMMERCE BUKALAPAK

2020 ◽  
Vol 13 (2) ◽  
pp. 158-168
Author(s):  
Dendy Kurniawan ◽  
Neilin Nikhlis
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Sampling Method ◽  
Corporate Image ◽  
Quality Factors ◽  
Website Quality ◽  
Physical Evidence ◽  
Mediating Factor

E-commerce competition in Indonesia makes e-commerce companies compete to develop strategies to win the competition. Customer loyalty is an important factor to lead in the competition. This research focuses on how much influence website service quality has on customer loyalty. This research is also to find out which website quality factors have the most influence on customer loyalty with customer satisfaction as a mediating factor. The factors that influence e-commerce customer loyalty are analyzed using concepts including the dimensions of service quality consisting of (physical evidence, reliability, responsiveness, assurance, empathy) and Corporate Image as the variable that influences and Customer Satisfaction as the variable that is affected. The sample in this study were 96 respondents. With the sampling method using the purposive sampling method. The results obtained that there is a positive and significant influence between the dimensions of service quality and company image on customer satisfaction.  Keywords: E-commerce website, Service Interaction Quality, Customer Satisfaction

scholarly journals PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS NASABAH PT BANK RAKYAT INDONESIA CABANG PADANG

2019 ◽  
Author(s):  
Yosep Eka Putra ◽  
Nazaruddin Aziz
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Random Sampling ◽  
Branch Office ◽  
Cluster Random Sampling

The aim of this study is to analyze the influence of service quality and customer satisfaction to customer loyalty at PT. Bank Rakyat Indonesia of Padang Branch Office. Samples are taken using Proportionate Cluster Random Sampling obtained of 100 customers. The study instrument is using questionnaire. The data is analyzed using Path Analysis. The result of the study showed that there is significant influence of service quality and customer satisfaction to customer loyalty. The influence of service quality to customer satisfaction is 61,5%, and the influence of service quality to customer loyalty is 54,6%. It is recommended to PT. Bank Rakyat Indonesia of Padang Branch Office to increase its service quality and customer satisfaction, because this study has proven that these variables have influenced to customer loyalty.

scholarly journals RELATED IMPACT FROM SERVICE QUALITY AND PRODUCT QUALITY TOWARDS CUSTOMER SATISFACTION AS WELL AS ITS IMPLICATIONS TO CUSTOMER LOYALTY AT PT. CIANJUR ARTHA MAKMUR

2020 ◽  
Vol 2 (1) ◽  
pp. 101-111
Author(s):  
Dwian Adi Dharmawan ◽  
Arifin Sitio
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Sample Size ◽  
Product Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Marked Effect ◽  
Analysis Technique ◽  
Huge Impact

This research aims to find out those influence from Service Quality, and Product Quality towards Customer Satisfaction and its Implications to Customer Loyalty at PT. Cianjur Artha Makmur. This type of research were catagorized as descriptive analytics research. While population were customers from PT Cianjur Artha Makmur (CAM) totalling of 543 customers according to 2018 company's internal data. These research used Slovin formula to estimates these sample size needed and it obtained 100 respondents. The analysis technique used path analysis through SPSS version 23. The results from this research was indicate that (1) Service Quality has huge impact to Customer Satisfaction (2) Product Quality has significant influence over Customer Satisfaction (3) Service Quality has marked effect to Customer Loyalty (4) Product Quality has undefinable affects towards Customer Loyalty and (5) Customer Satisfaction has huge impact on Customer Loyalty.

Customer satisfaction with sommelier services of upscale Chinese restaurants in Hong Kong

2019 ◽  
Vol 31 (4) ◽  
pp. 532-554 ◽  
Author(s):  
Tommy Lau ◽  
Man Lai Cheung ◽  
Guilherme D. Pires ◽  
Carol Chan
Keyword(s):  
Hong Kong ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Content Type ◽  
The Impact

Purpose The abolishment of the wine tax in Hong Kong has led to increased wine consumption and increased demand for wine-related professionals, such as sommeliers. Yet the importance of sommeliers’ value-adding performance in the context of upscale Chinese restaurants has not been examined. To address this gap, the SERVQUAL framework is adopted to examine the influence of sommeliers’ service quality (SQ) on customer satisfaction (CS) and loyalty in the context of upscale Chinese restaurants in Hong Kong. Design/methodology/approach The survey method is used to collect data from 302 units of the population of interest, partial least square-structural equation modelling (PLS-SEM) is used to test the links between constructs. Findings Four of the seven dimensions of sommeliers’ service quality, namely, empathy, tangibles, credibility and assurance, have a significant positive impact on customer satisfaction and customer loyalty, whereas the impact of perceived value and responsiveness on customer satisfaction and customer loyalty is positive but only marginally significant. Reliability has a weak and non-significant impact on customer satisfaction and customer loyalty. Research limitations/implications Examining a small number of upscale Chinese restaurants in Hong Kong limits generalisation of the findings to other contexts. Replication of the research in different contexts will enhance generalizability. In terms of implications, the discussion highlights the importance of sommeliers’ service performance on customers’ SQ perceptions SQ, CS and loyalty, all of which are important variables for restaurateurs. Originality/value To the best of the authors’ knowledge, this is the first study of the influence of the quality of sommelier’s SQ on CS and loyalty in upscale Chinese restaurants in Hong Kong. Given the lack of attention to this service role in the literature, the study contributes theory from which further understanding can develop.

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 PERAN MEDIASI KEPUASAN PELANGGAN PADA PENGARUH E-SERVICE QUALITY, PERSEPSI HARGA, DAN PROMOSI PENJUALAN TERHADAP LOYALITAS PELANGGAN

2020 ◽  
Vol 10 (2) ◽  
pp. 249
Author(s):  
Risa Septiani ◽  
Nurhadi Nurhadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Sales Promotion ◽  
Survey Method ◽  
Validity And Reliability ◽  
Online Questionnaire ◽  
Price Perception ◽  
Positive Effect

This study aim was to determine the effect of e-service quality, price perception, and sales promotion on customer loyalty through customer satisfaction on Gojek customers in Yogyakarta. This research is a quantitative study with survey method. The population in this study were Gojek customers in Yogyakarta. The sampling technique used was purposive sampling, with a total sample of 235 respondents. The technique of collecting data used an online questionnaire that has been tested for validity and reliability. The data analysis technique used to test the hypothesis was bootstrapping method using macro PROCESS by Andrew F. Hayes. The results of this study show that there is a positive effect of e-service quality on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of price perception on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of sales promotion on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of customer satisfaction on the loyalty of Gojek Yogyakarta customers, there is a positive effect of e-service quality on the loyalty of Gojek Yogyakarta customers, there is a positive effect of price perception on the loyalty of Gojek Yogyakarta customers, there is a positive effect of sales promotion on the loyalty of Gojek Yogyakarta customers, and there is the effect of e service quality, price perception, and sales promotion on customer loyalty through Gojek Yogyakarta customer satisfaction, as evidenced by the e-service quality variable mediation coefficient of 0,0442; the mediation coefficient of price perception variable is 0,0404; and the mediation coefficient of sales promotion variable is 0.0676.

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