scholarly journals PENGARUH KUALITAS PELAYANAN DAN BAURAN PEMASARAN TERHADAP KEPUASAN PELANGGAN DAN IMPLIKASINYA PADA LOYALITAS PELANGGAN DI RUMAH MAKAN WAROENG DESA KARAWANG

2018 ◽  
Vol 3 (1) ◽  
Author(s):  
Laras Ratu Khalida
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Marketing Mix ◽  
Quality Of Services ◽  
Quality Service ◽  
Good Taste ◽  
The Relationship ◽  
Research Analysis

ABSTRAK Rumah Makan Waroeng Desa merupakan rumah makan sederhana yang menyajikan masakan khas Sunda menggunakan konsep prasmanan (mengambil makanan sendiri) dan mempunyai menu makanan yang spesial dengan produk unggulannya dan citarasa yang khas. Didukung dengan bangunan yang unik dan tempat yang nyaman, menjadi minat tersendiri bagi konsumen yang datang. Secara umum penelitian ini bertujuan untuk mengetahui dan menjelaskan pengaruh kualitas pelayanan dan bauran pemasaran terhadap kepuasan pelanggan dan implikasinya pada loyalitas pelanggan di Rumah Makan Waroeng Desa Karawang. Metode penelitian ini dengan menggunakan metode deskriptif dan verifikatif. Variabel diukur menggunakan instrumen kuesioner dan skala pengukuran yang digunakan adalah skala Likert. Sampel dikumpulkan dengan menggunakan metode Sampling Incidental dengan jumlah sampel 160 responden dari populasi 2.051 orang. Teknik analisis data yang digunakan yaitu teknik Analisis Rentang Skala dan Analisis Jalur dengan bantuan Method of Successive Interval (MSI). Dari hasil analisis penelitian ini diperoleh beberapa kesimpulan yaitu : 1. Hubungan antara Kualitas Pelayanan dengan Bauran Pemasaran memiliki tingkat hubungan yang sangat rendah. 2. Terdapat pengaruh parsial kualitas pelayanan dan bauran pemasaran terhadap kepuasan pelanggan. 3. Terdapat pengaruh simultan antara Kualitas Pelayanan dan Bauran Pemasaran terhadap Kepuasan Pelanggan dan implikasinya pada Loyalitas Pelanggan 4. Total Pengaruh Kualitas Pelayanan dan Bauran Pemasaran memiliki kontribusi terhadap Kepuasan Pelanggan sebesar 46% sedangkan sisanya 54% merupakan kontribusi variabel lain (ε) yang tidak diteliti. 5. Kepuasan Pelanggan berpengaruh terhadap Loyalitas Pelanggan Dengan demikian dapat disimpulkan bahwa kepuasan pelanggan (Y) berpengaruh secara positif dan signifikan terhadap loyalitas pelanggan (Z). Kata kunci : Kualitas Pelayanan, Bauran Pemasaran, Kepuasan Pelanggan, Loyalitas Pelanggan.   THE INFLUENCES OF QUALITY SERVICE AND MARKETING MIX TO CUSTOMER SATISFACTION AND THE IMPLICATIONS TO CUSTOMER LOYALTY IN RESTAURANT WAROENG DESA KARAWANG Laras Ratu Khalida [email protected] ABSTRACT Restaurants Waroeng Desa is a simple restaurants presenting cookery in the buffet typical sundanesse (taking his own food) and has the special menu with top products and the good taste. Supported with buildings that unique and any convenient place, become the lack of interest in by himself and for consumers that make up the come. In general, this research aims to review and explain the influence of quality service and marketing mix to customer satisfaction and the implications to customer loyalty in restaurant waroeng desa karawang. The methodology using descriptive methods and verifikatif .Variable measured use instruments the questionnaire and scale of measurement used is likert scale. Sample collected by using the method of sampling incidental with the sample of the 160 respondents of the population 2.051 people.Technique analysis the data used the technique analysis range the scale and analysis path by assistance method of successive of the intervals ( MSI ). From the research analysis there are some conclusion that: 1. The relationship between the quality of services and marketing mix are very low 2. The partial influences the quality of service and marketing mix to customer satisfaction. 3. The simultaneous between quality of service and marketing mix to costumer satisfaction and the implications to costumer loyalty. 4. Total of quality of service and marketing mix have contributed to costumer satisfaction is 46% and the half is 54% was contributed by the other variables that doesn’t be researched. 5. Had the influences between costumer satisfaction to costumer loyalty. This means that the costumer satisfaction (Y) influences positively and significantly to costumer loyalty (Z). Keyword : Quality of Service, Marketing Mix, Costumer Satisfaction, Costumer Loyalty

THE IMPLEMENTATION OF ISO 9001:2015 TO IMPROVE QUALITY OF SERVICE AT PUSAT KESIHATAN UNIVERSITI (PKU), UNIVERSITI UTARA MALAYSIA(UUM)

2018 ◽  
Vol 13 (Number 2) ◽  
pp. 67-77
Author(s):  
Anis Syamimi Abd Rahim ◽  
Mohd Norhasni Mohd Asaad
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Descriptive Statistics ◽  
Iso 9001 ◽  
Quality Of Services ◽  
Research Questions ◽  
Spss Software ◽  
The Relationship ◽  
Universiti Utara Malaysia

The purpose of this study is to review the implementation of ISO 9001:2015 in order to improve the quality of services at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia. The respondents of this study were customers at the PKU, UUM. The questionnaire was distributed to 50 respondents. The data were analyzed using SPSS software version 24. The data were tested using descriptive statistics, and correlation analysis to answer the research questions and to achieve the objectives. The findings show that customers agree that implementation of ISO 9001:2015 give service at PKU, UUM is good and satisfied. Through the correlation test, the results showed that the relationship between the implementation of ISO 9001:2015 has a positive and significant impact on customer satisfaction and the effect of implementing ISO 9001:2015 has a positive and significant impact in improving quality of service at PKU, UUM.Through mean and standard deviation tests, results show that tangible dimensions are the main dimensions of customer satisfaction while dimensions with low values are dimensions of responsiveness.Therefore, all aspects of service in PKU, UUM will be strengthened and all aspects of the weaknesses could be addressed to improve the service in order to maintain good quality services.

ANALISA DAMPAK KEPUASAN PELANGGAN DALAM HUBUNGAN ANTARA ORIENTASI PELAYANAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN SALON MUSLIMAH

2021 ◽  
Vol 8 (3) ◽  
pp. 297
Author(s):  
Ibnu Jauzi ◽  
Ari Prasetyo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Orientation ◽  
Service Companies ◽  
The Impact ◽  
The Relationship ◽  
Pls Method

ABSTRAKLoyalitas pelanggan merupakan hal yang harus diutamakan perusahaan jasa dalam menjalankan bisnisnya. Tanpa adanya pelanggan yang loyal terhadap perusahaan maka sustainbility perusahaan tersebut akan terancam. Penelitian ini bertujuan untuk meneliti dampak orientasi pelayanan dan kualitas pelayanan terhadap loyalitas pelanggan melalui kepuasan pelanggan pada salon muslimah di Kota Kediri. Apakah dalam mencapai loyalitas pelanggan harus melalui kepuasan pelanggan atau tidak. Penelitian ini menggunakan pendekatan kuantitatif dengan metode SEM PLS. Pengujiannya dilakukan menggunakan aplikasi SmartPLS 3.0 dengan kategori responden yaitu pelanggan yang telah merasakan produk salon muslimah di Kota Kediri. Hasil penelitian menunjukkan adanya efek moderasi kepuasan pelanggan dalam hubungan orientasi dan kualitas pelayanan terhadap loyalitas pelanggan.Hal tersebut mengindikasikan bahwa orientasi dan kualitas pelayanan yang dilakukan oleh salon muslimah di Kota Kediri bisa dikategorikan baik sehingga membuat para pelanggannya menjadi loyal.Kata Kunci: Loyalitas Pelanggan, Orientasi Pelayanan, Kualitas Pelayanan, Kepuasan Pelanggan, Salon Muslimah. ABSTRACTCustomer loyalty is something that must be prioritized by service companies in running their business. Without customers who are loyal to the company, the company's sustainability will be threatened. This study aims to examine the impact of service orientation and service quality on customer loyalty through customer satisfaction at Muslimah salons in Kediri. Whether to achieve customer loyalty must go through customer satisfaction or not. This study uses a quantitative approach with the SEM PLS method. The test was carried out using the SmartPLS 3.0 application with the respondent category, namely customers who have experienced Muslim salon products in Kediri. The results showed that there was a moderating effect of customer satisfaction in the relationship between orientation and service quality on customer loyalty. This indicates that the orientation and quality of service carried out by muslimah salons in Kediri City can be categorized as good so that it makes its customers loyal.Keywords: Customer Loyalty, Service Orientation, Service Quality, Customer Satisfaction, Muslimah Salon.

Analisis Hubungan Antara Kualitas Layanan Dengan Kepuasan Dan Loyalitas Mahasiswa Di PTS “X”

2017 ◽  
Vol 4 (2) ◽  
pp. 158-168
Author(s):  
Sofiati Sofiati
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Empirical Evidence ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Relationship ◽  
Research Question ◽  
Management Program ◽  
Quality Service

The objective of this study is to test the relationship beetween quality service with customer satisfaction and loyalty .The subject matter we addressed three research questions. The first was: is quality quality service positif relatonship with customer satisfaction? The second research question addressed was: is customer satisfaction positif relationship with customer loyalty?Our the third research question was: is quality service positif directly with customer loyalty? Quality service is measured with SERVQUAL in five dimensions: tangibles, reability, responsiveness,assurance, and empathy.The population covers 800 students PTS “X”, while the taken sample was 210 students PTS “X”. The sample that used in this study is master of management student in management program and accounting program in PTS “X”. The data were analyzed by using Structural Equation Modelling (SEM). Empirical evidence supports the first hypothesis that the quality of service (Service Quality) consisting of; physical evidence, reliability, responsiveness, assurance, and empathy have a significant positive relationship with satisfaction. With the increasing quality of service provided by the management of PTS “X” then will also increase student satisfaction. Empirical evidence does not support the two hypothesis that Satisfaction has a positive relationship with Loyalty. This conclusion means that students who feel satisfaction does not necessarily have a sense of loyalty to the alma mater. Empirical evidence does not support the three hypothesis that states Quality has a positive relationship with Loyalty. This conclusion means that to increase customer loyalty, it is not enough to only pay attention to the quality of services, but more important is to increase customer satisfaction.

scholarly journals ANALISIS HUBUNGAN ANTARA KUALITAS LAYANAN DENGAN KEPUASAN DAN LOYALITAS MAHASISWA DI PTS “X”

2017 ◽  
Vol 4 (2) ◽  
pp. 158-168
Author(s):  
Sofiati Sofiati
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Empirical Evidence ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Relationship ◽  
Research Question ◽  
Management Program ◽  
Quality Service

The objective of this study is to test the relationship beetween quality service with customer satisfaction and loyalty .The subject matter we addressed three research questions. The first was: is quality quality service positif relatonship with customer satisfaction? The second research question addressed was: is customer satisfaction positif relationship with customer loyalty?Our the third research question was: is quality service positif directly with customer loyalty? Quality service is measured with SERVQUAL in five dimensions: tangibles, reability, responsiveness,assurance, and empathy.The population covers 800 students PTS “X”, while the taken sample was 210 students PTS “X”. The sample that used in this study is master of management student in management program and accounting program in PTS “X”. The data were analyzed by using Structural Equation Modelling (SEM). Empirical evidence supports the first hypothesis that the quality of service (Service Quality) consisting of; physical evidence, reliability, responsiveness, assurance, and empathy have a significant positive relationship with satisfaction. With the increasing quality of service provided by the management of PTS “X” then will also increase student satisfaction. Empirical evidence does not support the two hypothesis that Satisfaction has a positive relationship with Loyalty. This conclusion means that students who feel satisfaction does not necessarily have a sense of loyalty to the alma mater. Empirical evidence does not support the three hypothesis that states Quality has a positive relationship with Loyalty. This conclusion means that to increase customer loyalty, it is not enough to only pay attention to the quality of services, but more important is to increase customer satisfaction.

Customer Loyalty Creation Based On Customer and Trust Satisfaction from Quality of Service in Pt. Pharos Indonesia Branch Denpasar

2018 ◽  
Vol 9 (02) ◽  
pp. 20493-20502
Author(s):  
Ni Ketut Trisna Utami ◽  
I Wayan Sujana ◽  
I Nengah Suardhika
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Quality Of Services

This study aims to test and analyze service quality, customer satisfaction, trust and customer loyalty. This research was conducted at PT. Pharos Indonesia Denpasar Branch with research population is outlet that make purchasing, sample used 100 units with purposive sampling method. All data obtained from questionnaires are suitable for use, then analyzed using structural equation model based on variance analysis known as Partial Least Square (PLS). The results showed that the better the quality of service provided to customers, it will have a better impact on improving customer satisfaction, the better the quality of services provided to customers, it will have an impact on increasing trust customers, the more satisfied customers will have an impact on the increase of customer loyalty, the higher the trust the customer will have an impact on increasing customer loyalty, the more satisfied customers will have an impact on increasing trust customers and the better quality of services provided to customers will have an impact on increased customer loyalty. The implication of this research is that service quality can be improved by considering reliability, customer satisfaction can be improved by paying attention to customer satisfaction to the whole product. Trust can be improved by taking into account competence and customer loyalty can be improved by paying attention to make purchases regularly.  

scholarly journals Effect of marketing mix and service quality on customer satisfaction and loyalty (A study on PT. Mutiara Cemerlang Utama Bali)

2021 ◽  
Vol 4 (2) ◽  
pp. 77-84
Author(s):  
Ni Nyoman Ardani ◽  
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Marketing Mix ◽  
Partial Least Square ◽  
Analysis Tool ◽  
Significant Positive Effect ◽  
Positive Effect ◽  
Customer Satisfaction And Loyalty

The COVID – 19 pandemic been made bad impact all tourism sector. Travels agents need to be adapted to pandemic condition to survive in this current situation. The purpose of this research is to test the influence of marketing mix, quality of service on customer satisfaction and loyalty. This study took samples on the research population customers of PT. Mutiara Cemerlang Utama Bali who buys domestic and international flight tickets, makes hotel room reservations, tour package, India pilgrimage tours, assistant to make passport and visa extension. This research leads to descriptive and verificative research called explanatory research. The data was collected by interviewing and disseminating questionnaires by purposive sampling method processed using Partial Least Square (PLS) analysis tool, the number of samples used by 120 samples. The results obtained in this study are that the marketing mix has a significant positive effect on customer satisfaction, the quality of service has a significant positive effect on customer satisfaction, but marketing mix and quality of service have a positive effect on customer loyalty. This is due to several factors that affect such as the price competition of travel agents. Customer satisfaction has a positive and significant effect on customer loyalty.

scholarly journals PENGARUH KUALITAS PELAYANAN, HARGA DAN KEPUASAN TERHADAP LOYALITAS PASIEN (Studi Kasus Pada Pasien Rawat Jalan Rumah Sakit Premier Bintaro)

2017 ◽  
Vol 13 (1) ◽  
pp. 1-9
Author(s):  
Nurmin Arianto
Keyword(s):  
Quality Of Service ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Reliability Test ◽  
Quality Service ◽  
Service Oriented ◽  
Customer Satisfaction And Loyalty

The needs of service quality hospital intensified as the improvement of the economy and the degree of community health by the Hospital Premier Bintaro must be able to provide quality service oriented to the achievement of customer satisfaction of patients who will eventually cause patients who are loyal. This research aims to find out the influence of the service quality, price and customer satisfaction and loyalty patients. Samples in detail is 100 patients outpatients. Analysis of the data used a validity test and reliability test, classical assumptions, double linear regression, determination coefficient and testing the hypothesis. The research results obtained that the service quality, price and customer satisfaction have impact on customer loyalty good patients partially or simultanously. And to improve the quality of service then increased more focused in terms of reliability and assurance, to increase the value of the offered prices and review more focused at affordable prices and the suitability of the price with the benefits and facilities and improve customer satisfaction patients more focused to the comfort and security of patients so that patients really feel satisfied and loyal to the hospital.Kebutuhan akan layanan rumah sakit bermutu semakin meningkat seiring membaiknya perekonomian dan derajat kesehatan masyarakat oleh maka dari itu Rumah Sakit Premier Bintaro harus dapat memberikan pelayanan yang berkualitas berorientasi pada tercapainya kepuasan pasien yang akhirnya akan menyebabkan pasien yang loyal. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan, harga dan kepuasan terhadap loyalitas pasien.Sampel yang di teliti adalah 100 pasien rawat jalan. Analisis data yang digunakan uji validitas dan reliabilitas, uji asumsi klasik,regresi linear berganda, koefisien determinasi dan pengujian hipotesis. Hasil penelitian diperoleh bahwa kualitas pelayanan, harga dan kepuasan memiliki pengaruh terhadap loyalitas pasien baik secara parsial maupun simultan. Dan untuk meningkatkan kualitas pelayanan maka peningkatan lebih difokuskan dalam hal reliability dan assurance, untuk meningkatkan nilai harga yang ditawarkan maka pengkajian ulang lebih difokuskan keterjangkauan harga serta kesesuaian harga dengan manfaat dan fasilitas dan  meningkatan kepuasan pasienlebih difokuskan kepada kenyamanan dan keamanan terhadap pasienagar pasien benar-benar merasa puas danloyal terhadap rumah sakit.  

scholarly journals Pengaruh Kualitas Pelayanan terhadap Kepuasan Wisatawan serta Dampaknya terhadap Loyalitas : Studi di Ciater Spa Resort

2018 ◽  
Author(s):  
Rahmat Priyanto ◽  
Hary Hermawan
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Partial Least Square ◽  
Least Square ◽  
Visitor Satisfaction ◽  
The Relationship ◽  
Service Theory

The aim of this research is to know the influence of service quality to satisfaction and tourist loyality in Ciater Spa Resort. The method used in this research is descriptive verificative. Method analisis of this research is analisis path with software PLS. The results showed that the quality of service has no significant effect on loyalty, it means that service quality as exogenous variable requires intervening role (variable of satisfaction). Visitor satisfaction at Ciater Spa Resort has a significant effect on visitor loyalty. In addition, the relationship between the two research variables are positive, the increasing customer satisfaction will increase also loyalty, otherwise the decrease in visitor satisfaction will have an impact on the decrease in visitor loyalty. These findings have matched customer loyalty theory in marketing books. So that verifikatif research has been done successfully to verify the theory of loyalty in general. This article at once confirms a model of service theory as well as its relationship with satisfaction and loyalty, while minimizing the possibility of false loyalty so that this model can be used in the implementation of service management.Tujuan dari penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan dan loyalitas wisatawan di Ciater Spa Resort. Penelitian ini berjenis deskriptif-verifikatif. Metode analisis yang digunakan adalah analisis jalur dengan alat bantu sofware Partial Least Square (PLS). Hasil penelitian menunjukan bahwa Kualitas pelayanan di Ciater Spa Resort tidak berpengaruh signifikan terhadap loyalitas, hal ini berarti bahwa kualitas pelayanan sebagai variabel eksogen membutuhkan peran intervening (variabel kepuasan). Sedangkan, kepuasan pengunjung di Ciater Spa Resort berpengaruh signifikan terhadap loyalitas pengunjung. Selain itu hubungan diantara kedua variabel penelitian tersebut adalah positif, maka semakin meningkatnya kepuasan pengunjung akan semakin meningkat pula loyalitasnya, sebaliknya semakin menurunya kepuasan pengunjung akan berdampak terhadap semakin menurunnya loyalitas pengunjung. Penemuan ini telah sesuai teori loyalitas pelanggan dalam buku-buku pemasaran. Sehingga penelitian verifikatif yang telah dilakukan berhasil memverivikasi teori loyalitas secara umum. Artikel ini sekaligus menegaskan sebuah model teori pelayanan serta hubunganya dengan kepuasan dan loyalitas, sekaligus mampu meminimalisir adanya kemungkinan loyalitas semu sehingga model ini dapat dipakai dalam implementasi manajemen pelayanan.

Measuring Quality of Service for Real Time Gross Settlement (RTGS) gen 2 Application by Telkomsigma using SERVQUAL

2019 ◽  
Vol 3 (1) ◽  
pp. 30-37
Author(s):  
Rosmawati Dwi
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Real Time ◽  
Quality Service ◽  
Major Aspect ◽  
Customer Expectations ◽  
Service Company ◽  
Research Analysis

A service based company has to realize that quality of service and customer satisfaction is a major aspect of the continuity of company’s business. It is important for a service company to maintain the satisfaction of their customer. To measure quality service of company like Telkomsigma as one of service based company, we use SERVQUAL. SERVQUAL as an effective and proven approach use to analyze the gaps between customer expectations with the perceptions that indicate the customer satisfaction of Telkomsigma’s services especially in Real Time Gross Settlement (RTGS) gen 2. From the research analysis below, we get 92.67 % of SERVQUAL percentage, which means the satisfactory of RTGS gen 2 is very hi gh.

scholarly journals Relationship between Marketing, Service Quality and Satisfaction on Customer Loyalty Of Bank Syariah Mandiri Banyuwangi

2019 ◽  
Vol 2 (2) ◽  
pp. 91-100
Author(s):  
Dwi Ratnasari ◽  
Sasongko
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Regression ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Research Findings ◽  
Marketing Service ◽  
The Relationship

The purpose of this study is to examine the effect of the relationship between marketing, service quality, and satisfaction on customer loyalty of Bank Syariah Mandiri in Banyuwangi district. The samples consist of 150 customers of Bank Sharia Mandiri Banyuwangi. Samples were chosen by accidental sampling. Data were analyzed using multiple regression. The research findings reveal that relationship marketing, quality of service, and customer satisfaction have positive and significant effect on customer loyalty.

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