scholarly journals Pengaruh Kualitas Layanan Dan Citra Merek Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada Pelanggan Jasa JNE Di Yogyakarta

2021 ◽  
Vol 9 (2) ◽  
pp. 81-90
Author(s):  
Putri Wulandari ◽  
Heru Tri Sutiono ◽  
Sri Kussujaniatun
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Descriptive Analysis ◽  
Equation Modeling ◽  
Analysis Technique

The purpose of this study is to analyze the effect of service quality and brand image on customer loyalty through customer satisfaction to customer service JNE in Yogyakarta. The method used was purposive sampling, with the sampling of the population is based on certain criteria namely JNE service customer in Yogyakarta have used JNE service at least 2 times. The sample in this study were 270 respondents. Data analysis methods include descriptive analysis and quanitative analysis using the SEM (Structural Equation Modeling),an analysis technique based on PLS (Structural Equation Modeling). The result of this study prove that (1) service quality has a positive and significant effect on customer satisfaction (2) brand image service quality has a positive and significant effect on customer satisfaction (3) service quality has a positive and significant effect on customer loyalty (4) brand image has a positive and significant effect on customer loyalty (5) customer satisfaction has a positive and significant effect on customer loyalty (6) service quality has a positive and significant effect on customer loyalty through customer satisfaction (7) brand image has a positive and significant effect on customer loyalty through customer satisfaction.

ANALISIS FAKTOR FAKTOR YANG MEMPENGARUHI KEPUASAN DAN LOYALITAS KONSUMEN PENGGUNA FLEXI TRENDY WILAYAH SURABAYA DENGAN MENGGUNAKAN METODE STRUCTURAL EQUATION MODELING

2011 ◽  
Vol 3 (01) ◽  
Author(s):  
Rinda Naomi Kosasih
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Brand Image ◽  
Perceived Value ◽  
Equation Modeling ◽  
Quality Product

Kepuasan dan loyalitas pelanggan merupakan salah satu hal yang harus diperhatikan oleh perusahaan agar perusahaannya dapat berlangsung dengan baik. Pada kasus pengguna flexi trendy wilayah Surabaya menunjukkan bahwa Customer Complain dan Perceived Value dikeluarkan dari model karena tidak mempunyai pengaruh baik secara langsung maupun secara tidak langsung, terhadap Loyalitas pengguna CDMA pra bayar Flexi Trendy. Pada modifikasi pertama, adanya pemberian konstrain pada variabel Quality Product dan Customer Satisfaction untuk menaikan nilai membuat nilai indeks koefisien regresi variabel Quality Product menjadi tidak signifikan, sehingga dibuat model modifikasi kedua dengan menghilangkan variabel Quality Product dan hasil yang diperoleh lebih baik dari model modifikasi pertama. Dari hasil analisis juga didapatkan bahwa loyalitas Customer tidak hanya dipengaruhi oleh kepuasan Customer atau Customer Satisfaction sebesar 45%, namun Image merek perusahaan turut mempengaruhi langsung secara signifikan sebesar 36%. sedangkan Customer Satisfaction atau kepuasan Customer dipengaruhi secara langsung oleh dua faktor yaitu image perusahaan atau Brand Image sebesar 22%, dan kualitas Customer Service atau Customer Service Quality sebesar 61%. Analisis juga memperlihatkan bahwa Customer yang hanya sampai pada level puas menggunakan Flexi Trendy, Brand perusahaan hanya berpengaruh kecil pada mindset Customer yaitu hanya sbesar 22%, sedangkan jika Customer sudah loyal maka Brand perusahaan lebih banyak mempengaruhi sebanyak 36%, sehingga pihak TELKOM Flexi lebih baik memusatkan kegiatan pemasaran dan periklanan pada customer yang terkategori loyal, karena selain biaya yang lebih murah juga pemasaran melalui word-of-mouth menjadi lebih efisien.

scholarly journals The Role of Consumer Satisfaction in Mediating Service Quality and Brand Image on Consumer Loyalty

SENTRALISASI ◽  
2020 ◽  
Vol 9 (2) ◽  
pp. 108
Author(s):  
Ramdani Bayu Putra ◽  
Fitri Yeni ◽  
Hasmaynelis Fitri ◽  
Noftalia Hutapea
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Modeling ◽  
Consumer Loyalty

Tujuan dari penelitian ini adalah untuk menganalisis peran kepuasan kerja dalam memediasi pengaruh kualitas layanan dan citra merek terhadap loyalitas konsumen di Toko Sepatu Padang Holic. Populasi dan sampel penelitian adalah 80 konsumen Holic Shoes Shop Padang. Teknik pengumpulan sampel menggunakan metode sensus dengan model penelitian Structural Equation Modeling (SEM) dengan alat uji analisis menggunakan perangkat lunak SmartPLS 3. Hasil penelitian menyimpulkan bahwa kualitas layanan dan kepuasan pelanggan adalah faktor yang mempengaruhi loyalitas pelanggan. Sedangkan citra merek bukan merupakan faktor yang dapat mempengaruhi dan menentukan loyalitas pelanggan. Temuan lain juga menunjukkan bahwa kualitas layanan juga merupakan faktor yang mempengaruhi kepuasan pelanggan, sedangkan citra merek masih merupakan faktor yang tidak mempengaruhi kepuasan konsumen. Untuk efek tidak langsung, kualitas layanan mempengaruhi loyalitas pelanggan melalui kepuasan pelanggan sementara citra merek tidak memiliki pengaruh yang signifikan terhadap loyalitas pelanggan melalui kepuasan pelanggan. The purpose of this study is to analyze the role of job satisfaction in mediating the effect of service quality and brand image on consumer loyalty at the Holic Padang Shoe Store. The population and sample of the study were 80 consumers of Holic Padang Shoes Shop. The sample collection technique is used the census method with Structural Equation Modeling (SEM) research models with SmartPLS software tools. The results of the study concluded that service quality and customer satisfaction are factors that influence customer loyalty. While brand image is not a factor that can influence and determine customer loyalty. Other findings also indicate that service quality is also a factor influencing customer satisfaction, while brand image is still a factor that does not affect consumer satisfaction. For indirect effects, service quality affects customer loyalty through customer satisfaction while brand image does not have a significant effect on customer loyalty through customer satisfaction.

scholarly journals Analysis of Halal Certification Renewal Service Quality and Their Effect on the Customer’s Satisfaction and Loyalty in Yogyakarta (Case Study in Meatball Stall)

2021 ◽  
pp. 372-383
Author(s):  
Jumeri Jumeri ◽  
Khosyani ◽  
Falah M.A.F
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Latent Variables ◽  
Structural Equation ◽  
Equation Modeling ◽  
Satisfaction Index

The society awareness in consuming halal, safe, and healthy foodstuff within these past few years kept on increasing. This was closely related to responsible food manufacturers which produced sustain halal foods, as evidenced by ownership halal certification. In order to increase the satisfaction of food producers and to maintain their commitment to extend the halal certificates, the quality of halal authority service should always be enhanced. This study aims to identify the Customer Satisfaction Index (CSI) value, to determine the influence of halal label and product attributes toward customer’s satisfaction and loyalty of meatball stalls in Yogyakarta, and to identify the influence of halal label toward selling volume on certified meatball stalls. The instruments used were questionnaires containing 21 quality attributes of halal certificate renewal service. Analyses were performed using Structural Equation Modeling (SEM). The model was composed of seven latent variables: halal certification, brand, price, taste, service, customer satisfaction and customer loyalty. Result of the research showed that taste and halal certification have significant effect on the customer’s satisfaction and loyalty of certified meatball stalls. Halal certification have affected the certified meatball stalls in Yogyakarta by increasing the selling volume of 25-37.5%.

scholarly journals Building customer loyalty for light steel products “Kencana Truss” in Bali

2019 ◽  
Vol 6 (4) ◽  
pp. 156-168
Author(s):  
I Komang Adi Dana Wijaya ◽  
Ni Wayan Sri Suprapti
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Modeling ◽  
Brand Trust ◽  
Significant Positive Effect ◽  
Analysis Technique ◽  
Positive Effect

The purpose of this study is to explain the effect of product quality on customer satisfaction mediated by brand image and brand trust, ultimately determining customer loyalty. The questionnaire distributed 175 copies to the users of Kencana Truss light steel in Bali Province, but valid for processing 133 copies. Data were analyzed using SEM (Structural Equation Modeling) analysis technique. The results of this study found that variable product quality, brand image, and brand trust have a significant positive effect on customer satisfaction. Customer satisfaction variables have a significant positive effect on customer loyalty. Variable brand image and brand trust, significantly mediate the effect of product quality on customer satisfaction. Similarly, customer satisfaction mediates the effect of brand image and brand trust on customer loyalty. The implications of the results of this study indicate that product quality is found as a major factor in increasing customer satisfaction which ultimately results in customer loyalty. Providers of light steel products should pay special attention to product quality, so customer satisfaction and loyalty can be maintained.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAPKEPUASAN KONSUMEN DAN DAMPAKNYA TERHADAP BRAND IMAGE

2021 ◽  
Vol 11 (2) ◽  
pp. 392-408
Author(s):  
Ilza Febrina ◽  
Lisa Nurlitasari ◽  
Lela Nurlaela Wati
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Empirical Evidence ◽  
Structural Equation ◽  
Brand Image ◽  
Second Order ◽  
Equation Modeling ◽  
Study Support ◽  
Determining Factor

ABSTRAKPenelitian ini bertujuan untuk menguji pengaruh kualitas pelayanan terhadap kepuasan konsumen dan dampaknya terhadap brand image pada PT Bank Mayapada Internasional, Tbk Cabang Menara Topas Jakarta Pusat. Sampel dalam penelitian ini sebanyak 105 nasabah. Analisis data yang digunakan adalah Structural Equation Modeling (SEM). Hasil penelitian secara empiris menunjukkan bahwa kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan nasabah, sehingga ketika kualitas pelayanan meningkat maka kepuasan nasabah pun akan meningkat. Kepuasan nasabah berpengaruh positif dan signifikan terhadap brand image, sehingga ketika kepuasan nasabah meningkat maka brand image yang ditampilkan perusahaan pun akan meningkat. Kualitas pelayanan berpengaruh negatif dan tidak signifikan terhadap brand image, artinya kualitas pelayanan bukan merupakan factor penentu brand image. Pengujian tidak langsung kualitas pelayanan terhadap brand image melalui kepuasan nasabah berpengaruh positif dan signifikan. Bukti empiris ini menunjukkan bahwa kualitas pelayanan tidak dapat mempengaruhi brand image secara langsung, namun melalui kepuasan nasabah. Hasil penelitian ini mendukung teori Service Quality, semakin baik kualitas pelayanan maka nasabah akan semakin puas sehingga menimbulkan kesan yang baik terhadap perusahaan. Penelitian ini berbeda dengan peneliti sebelumnya karena menguji pengaruh langsung dan tidak langsung secara komprehensif dengan menggunakan second order confirmatory.  Kata Kunci: Kualitas pelayanan, kepuasan konsumen dan  brand image           ABSTRACTThis study aims to analyze the empirical evidence of the influence of service quality on customer satisfaction and its impact on brand image at PT Bank Mayapada Internasional, Tbk Menara Topas Central Jakarta Branch. The sample in this study were 105 customers. Analysis of the data used is Structural Equation Modeling (SEM). Empirical research results show that service quality has a positive and significant effect on customer satisfaction, so that when service quality increases, customer satisfaction will increase. Customer satisfaction has a positive and significant effect on brand image, so that when customer satisfaction increases, the brand image displayed by the company will increase. Service quality has a negative and not significant effect on brand image, meaning that service quality is not a determining factor for brand image. Indirect testing of service quality on brand image through customer satisfaction has a positive and significant effect. This empirical evidence shows that service quality cannot affect brand image directly, but through customer satisfaction. The results of this study support the Service Quality theory, the better the service quality, the more satisfied customers will be, thus creating a good impression on the company. This study is different from previous researchers because it examines the direct and indirect effects comprehensively by using second order confirmatory.so that when service quality increases, customer satisfaction will increase and will improve the brand image displayed by the company.Keywords: Service quality, customer satisfaction and brand image

scholarly journals The Influence of E-Service Quality, and Customer Satisfaction On Go-Send Customer Loyalty In Surabaya

2021 ◽  
Vol 3 (2) ◽  
pp. 128
Author(s):  
Alexander Wirapraja ◽  
Handy Aribowo ◽  
Eddy Triswanto Setyoadi
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Quantitative Method ◽  
Equation Modeling ◽  
Online Media ◽  
Shipping Industry ◽  
Courier Service

The shipping industry is currently one of the vital aspects of industrial business, especially in the current Covid-19 pandemic era. Delivery of goods, both products and foodstuffs, can be done quickly by using courier services that can be accessed through online media such as personal gadgets, namely computers and smartphones. One of the features of GO-Jek Indonesia is a courier service called Go-Send, the problem that arises is that there is competition in the same line of business, causing consumers to have many choices when making deliveries. Measuring the level of loyalty makes researchers interested in measuring Go-Send users' perceptions of the level of customer loyalty as measured by e-service quality and customer satisfaction. This study used a quantitative method using a questionnaire with a Likert scale measurement and a sample of 109 respondents was obtained which was then measured using the Structural-Equation-Modeling (SEM) method with a 95% confidence level. The results of this study indicate that Go-Send user loyalty is positively and significantly influenced by customer satisfaction and the level of e-service quality.

Influence of the Dimension of Service Quality on Customer Satisfaction and Its Impact on Customer Loyalty PT Sun Life Financial Indonesia in Jakarta

FOCUS ◽  
2021 ◽  
Vol 2 (1) ◽  
pp. 38-47
Author(s):  
Suharyono Suharyono ◽  
Dini Setyo Azani
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Research Method ◽  
Quantitative Research ◽  
Equation Modeling ◽  
Survey Method ◽  
Quality Dimension

This study analyzes the quality dimension of customer service at PT Sun Life Financial Indonesia on customer satisfaction and its impact on customer loyalty. This study uses a survey method by disseminating questionnaires to customers in PT Sun Life Financial Indonesia as the respondent. Quantitative research method using technical analysis structural equation modeling (SEM) with application AMOS 22. The study used samples from 155 respondents. The results showed that the quality dimension of services such as responsiveness, assurance, empathy, and reliability has a positive and significant effect on customer satisfaction and has a positive and significant impact on customer loyalty.

scholarly journals FORMING CUSTOMER LOYALTY THROUGH FACTORS IN MEDIATION OF CUSTOMER SATISFACTION

2021 ◽  
Vol 2 (2) ◽  
pp. 233-249
Author(s):  
Agung Hudaya
Keyword(s):  
Structural Equation Modeling ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Structural Equation ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Equation Modeling

The purpose of this study is to determine how price, service quality, customer satisfaction on customer loyalty and how much influence, price, service quality on customer satisfaction which has implications for customer loyalty. The sample used in this study amounted to 100 respondents who were taken by simple random sampling technique. Data analysis in this study used Structural Equation Modeling (SEM) which was carried out with the help of the SEM program from Smart PLS 3.0. Besides, this research also proves that the price variable will affect customer satisfaction, then the price will also affect customer loyalty, as well as service quality affects customer satisfaction and will also affect customer loyalty. and also the mediating variable of customer satisfaction which will affect customer loyalty. Blanja.com in Jakarta.

scholarly journals PENGARUH SERVICE QUALITY, BRAND IMAGE, BRAND EQUITY DAN CORPORATE REBRANDING TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN PADA TRANSMART INDONESIA

BISMA ◽  
2020 ◽  
Vol 14 (3) ◽  
pp. 191
Author(s):  
Raden Andi Sularso
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Equity ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Corporate Rebranding ◽  
Customer Satisfaction And Loyalty

This study analyzes the effect of service quality, brand image, brand equity, and corporate rebranding on customer satisfaction and loyalty of Transmart. The sample consisted of 200 respondents taken using the random sampling technique. Data were analyzed using Structural Equation Modeling. The results prove that service quality, brand image, and brand equity affect customer satisfaction and loyalty of Transmart. Corporate rebranding has a direct effect on customer satisfaction but does not affect the customer loyalty of Transmart. Keywords: brand equity, brand image, corporate rebranding, service quality

scholarly journals FAKTOR YANG MEMPENGARUHI CUSTOMER LOYALTY DI CARREFOUR

2017 ◽  
Vol 1 (1) ◽  
pp. 52
Author(s):  
Warniancy Ariesty
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling

Persaingan bisnis retail yang semakin meningkat menuntut para pebisnis untuk menciptakan keunggulan kompetitif agar dapat mempertahankan pangsa pasarnya. Salah satu bisnis retail yang sedang marak di Indonesia yaitu Carrefour. Carrefour memiliki pelanggan yang sangat loyal dibandingkan dengan hypermarket yang lain. Namun, Carrefour tentu harus mempertahankan atau meningkatkan performance agar dapat mewujudkan customer loyalty. Customer satisfaction berkaitan dengan customer loyalty. Untuk meningkatkan customer satisfaction, Carrefour berupaya untuk dapat meningkatkan service quality. Tujuan penelitian yaitu untuk menguji dan menganalisis faktor-faktor yang mempengaruhi service quality terhadap customer satisfaction yang berdampak pada customer loyalty dalam memilih hypermarket. Objek penelitian yaitu pelanggan Carrefour kota besar di Indonesia. Metode penelitian yang digunakan adalah dengan metode penelitian kuantitatif dengan teknik pengambilan sampel data dilakukan dengan menggunakan accidental sampling yang termasuk dalam nonprobability sampling. Data jawaban responden yang merupakan hasil dari penyebaran kuesioner kepada pelanggan Carrefour, diolah dan dianalisis menggunakan metode analisis data yaitu SEM (Structural Equation Modeling) berbasis PLS (Partial Least Square). Hasil penelitian yang diperoleh yaitu variabel service quality berpengaruh terhadap customer satisfaction dan customer loyalty. Kata kunci: Service Quality, Satisfaction, Loyalty

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