scholarly journals PENGARUH KUALITAS JASA DAN KEPERCAYAAN TERHADAP LOYALITAS NASABAH PEGADAIAN (Studi Kasus Upc Sawah Lebar )

2021 ◽  
Vol 9 (1) ◽  
pp. 29-38
Author(s):  
Ida ayu Made Er Meytha Gayatri ◽  
Eska Prima Monique Damarsiwi
Keyword(s):  
Correlation Analysis ◽  
Service Quality ◽  
Key Words ◽  
Multiple Regression ◽  
Quantitative Study ◽  
Customer Loyalty ◽  
Statistical Tests ◽  
Coefficient Of Determination ◽  
Sampling Techniques ◽  
Independent Variable

This type of research is a quantitative study in which sampling uses incidental sampling techniques and the number of samples 30 respondents. The technique of answering data using a questionnaire. The data obtained were analyzed using SPSS, with analysis test multiple regression,  double correlation analysis and statistical tests (t test, and F test,).   The results of the study indicate that simultaneously, service quality and trust variables, together affect loyalty in Upc Sawah Lebar. While partially the service quality variable (X1) significantly influences customer loyalty at Upc Sawah Lebar with a sig value of 0.012. The trust variable (X2) also has a significant effect on customer loyalty at Pegadaian Upc Sawah Lebar with a sig value of 0.21. While the coefficient of determination (R2) of 52.1 for Upc Sawah Lebar means that the contribution of an independent variable explains or influences the dependent variable by 52.1%, while the remaining 47.9% is influenced by other variables not examined in this study.   Key Words:  service quality, trust

scholarly journals Pengaruh Kualitas Layanan dan Penanganan Keluhan terhadap Loyalitas Nasabah dengan Kepuasan sebagai Variabel Intervening (Studi Kasus BPRS Suriyah Cabang Salatiga)

2020 ◽  
Vol 5 (2) ◽  
pp. 142
Author(s):  
Fernaldi Anggadha Ratno
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quantitative Methods ◽  
Statistical Tests ◽  
Sampling Technique ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Complaint Handling

The purpose of this study was to determine the effect of Quality of Service (X1) and Complaint Handling (X2) to Customer Loyalty (Y) with Satisfaction (Z) as an intervening variable. This study uses quantitative methods because it aims to confirm the data  obtained in the field with existing theories. Samples were obtained as many as 100 respondents of BPRS Suriyah Salatiga with accidental sampling technique. The data used in this study are primary data with a questionnaire. Data analysis used statistical tests through ttest test, f test, coefficient of determination (R2), instrument test, classical assumption test and Path Analysis test with the help of SPSS version 20. The result of this study indicate that service quality has a positive and significant effect on customer satisfaction, complaint handling has a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer loyalty, complaint handling has a positive and significant effect on customer loyalty, satisfaction has a positive and significant effect on customer loyalty, satisfaction mediates service quality to customer loyalty, and satisfaction mediates complaint handling to customer loyalty.

Maintaining Customer Loyalty by Intensifying Service Quality and Customer Satisfaction in Commuter Line Jabodetabek

2019 ◽  
Vol 10 (9) ◽  
pp. 902-909
Author(s):  
Umbas Krisnanto ◽  
◽  
Conny Marpaung ◽  
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Customer Loyalty ◽  
T Test ◽  
Coefficient Of Determination ◽  
Simple Linear Regression ◽  
Significance Level

This study aims to determine and analyze the influence of Service Quality and Customer Satisfaction on Customer Loyalty in Jabodetabek Commuter Line. The sample of this study was 50 people. Methods of collecting data by distributing questionnaires. Data analysis using the analysis used is simple linear regression, t test and coefficient of determination. The results showed 1) Service Quality has a positive and significant effect on Customer Loyalty in Jabodetabek Commuter Line, with a significance level of 0.048; and supported by the results of hypothesis testing with a t-count value of 4.433 > t-table value of 1.95, with a significance of 0.048 or < 0.05; 2) Customer Satisfaction positive and significant effect on Customer Loyalty in Jabodetabek Commuter Line, with a level significance of 0,000; and supported by the results of hypothesis testing with a t-count value of 4,969 > t-table value of 1.95, with a significance of 0,000 or < 0.05, 3) Service quality and Customer Satisfaction have a positive and significant effect on Customer Loyalty in Jabodetabek Commuter Line, with a significance level of 0,000. This means that the hypothesis H0 is rejected and Ha is accepted so that it can be concluded that service quality and customer satisfaction together have a positive and significant effect on customer loyalty in Jabodetabek Commuter Line.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA PERUSAHAAN MASTER PIECE KARAOKE DI KOTA BENGKULU

2021 ◽  
Vol 9 (1) ◽  
pp. 50-58
Author(s):  
Yudi Irawan Abi
Keyword(s):  
Linear Regression ◽  
Data Collection ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Sampling Techniques ◽  
Analysis Tool ◽  
Test Result

The purpose of this study was to determine the effect of   tangible, reliability, responsiveness, assurance  and empathy of service quality to consumer satisfaction of Master Piece Karaoke in Bengkulu. The sampling technique in this study using purposive sampling techniques and data collection is done by distributing questionnaires to the respondents. The questionaires were distributed to the 100 respondent of Master Piece Karaoke in Bengkulu. The analysis tool used is multiple linear regression using SPSS 16. Hypothesis testing using the T test. Result shows that  partially, tangible, reliability, responsiveness, assurance  and empathy variables has significant effect on consumer satisfaction  of Master Piece Karaoke in Bengkulu. Based on the analysis of known coefficient of determination value of Adjusted R Square is  0.477, this means 47,7% variable consumer satisfaction is influenced by variables service quality.

scholarly journals Pengaruh Persepsi Harga dan Kualitas Pelayanan terhadap Loyalitas Pelanggan Dimediasi Kepuasan Konsumen Pada RM. Wongsolo Malang

IQTISHODUNA ◽  
2020 ◽  
Vol 16 (2) ◽  
pp. 167-190
Author(s):  
Mariana Puspa Dewi
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Causal Relationship ◽  
Quantitative Study ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Quality Service ◽  
Price Perception ◽  
Research Type ◽  
Research Show

The objective of this research is to: (1) Review and analyze the effect of price perception based on customer loyalty of RM. Wong Solo Malang, (2) Review and analyze the effect of service quality to customer loyalty, (3) Review and analyze the effect of price perception through consumer satisfaction, (4) Review and analyze the effect of service quality through consumer satisfaction to customer loyalty, (5) Review and analyze the effect of consumer satisfaction to customer loyalty. This research type is a quantitative study in the form of a causal relationship. The population in this research was 100 consumers in RM. Wong Solo Malang. The technique used in this research is an accidental sampling. The analysis used is path analysis. The results of this research show that : (1) Price perception has a positive and significant effect on customer loyalty of RM. Wong Solo Malang, 2) Service quality has a positive and significant effect on customer loyalty, 3) Price perception has a significant effect on customer loyalty based on consumer satisfaction, 4) Service quality has a significant effect on customer loyalty based on consumer satisfaction, 5) Consumer satisfaction has a significant effect on price perception and quality service to customer satisfaction.

scholarly journals THE LOYALTY OF GARUDA INDONESIA CUSTOMERS TO THE ROUTE OF JAKARTA-SURABAYA

2015 ◽  
Vol 2 (3) ◽  
pp. 297
Author(s):  
Aisyah Rahmawati
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Partial Correlation ◽  
Positive Relationship ◽  
Survey Methods ◽  
Positive Influence ◽  
Coefficient Of Determination ◽  
Pricing Policy ◽  
Significance Level

Survey methods are used to determine the effect of pricing policy implementation (X1), quality of service (X2), and customer loyalty (Y) on PT. Garuda Indonesia, for Jakarta-Surabaya route in 2014. With a population of 773 154 passengers and a sample of 400 respondents, the data is obtained through questionnaires using Likert scale. With a simple and multiple linear regression analyses, simple and partial correlation, with significance level at α = 0.05, it was found that, first, there is a positive relationship between pricing policy and customer loyalty. The variation that occurs in customer loyalty is determined by pricing policy. Secondly, there is a positive relationship between service quality and customer loyalty. The variation that occurs in customer loyalty is determined by service quality. Third, there is a positive influence of pricing policy and service quality on customer loyalty with the coefficient of determination ry1.22 = 0.354, so 35.4% variation happening to customer loyalty is determined simultaneously by pricing policy and service quality. The implication proves that customer loyalty can be enhanced by improving the pricing policy and service quality.

scholarly journals Determinants of Customer Satisfaction in the Telecommunication Industry in Ghana: A Study of MTN Ghana Limited

2018 ◽  
Vol 10 (3) ◽  
pp. 101
Author(s):  
Eric Oduro ◽  
Francis O. Boachie-Mensah ◽  
Gloria K. Q. Agyapong
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Quality ◽  
Multiple Regression ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Mobile Network ◽  
Satisfaction Index ◽  
Customer Expectation ◽  
Product Service

The study examined the determinants of customer satisfaction in MTN Ghana Limited. The variables of concern were customer expectation, relationship quality, perceived value, perceived quality, and customer loyalty. The American Customer Satisfaction Index (ACSI) model was adapted as the main framework for analyzing customer satisfaction. Data for the study came from a systematic random sample of 377 MTN mobile subscribers, employing questionnaires. Two managers of the mobile network were interviewed on issues related to their CRM systems. Multiple regression analyses were used to examine the relationship between customer expectation, relationship quality, perceived value, perceived (product/service) quality, customer loyalty, and customer satisfaction. The results of the multiple regression indicated that significant positive relationship existed between customer satisfaction and perceived (product/service) quality, relationship quality, and customer loyalty, but not for other variables such as customer expectation, customer complaint, and perceived value. The implications are that MTN Ghana should consider the perceptions of customers on product/service quality, the level of relationship quality and loyalty when managing relationships with customers. The company should put measures in place to build and maintain quality relationships with customers, and also improve the quality of products and services offered to customers. Again, there is the need for management to bridge the gap in their perception of relationship quality and that of customers.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN (Studi Pada Hotel Timor Megah Kota SoE, TTS)

2020 ◽  
Vol 10 (3) ◽  
pp. 375-393
Author(s):  
Donar W Selan ◽  
Juita L D Bessie
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Total Sample ◽  
Coefficient Of Determination ◽  
Quality Of Services ◽  
Literature Study ◽  
Independent Variable ◽  
Mathematical Equations

More and more manufacturers are involved in meeting the needs and desires of customers, causing each company to set orientation to customer satisfaction as the main goal. There is a tendency that customer satisfaction or dissatisfaction can be influenced by the quality of services provided by the company. This research was conducted at the Timor Megah Hotel Kota SoE, TTS Regency. The purpose of this study is to determine the effect of service quality that can be measured by several dimensions, including: tangibles, responsiveness, reliability, assurance, and empathy on customer satisfaction Timor Megah Hotel. The independent variable (X) of this study is the dimension of service quality consisting of tangibles (X1), responsiveness (X2), reliability (X3), assurance (X4), and empathy (X5). While the dependent variable (Y) of this study is customer satisfaction. The sampling technique used is the Accidental Sampling technique, with a total sample of 99 people with the criteria of having stayed more than twice and staying period for 4 years (2015-2018). Data collection techniques used were interviews, questionnaires and literature study. After the data is collected, the data is then analyzed using descriptive techniques and multiple linear regression. From the analysis it is known that tangibles, responsiveness, reliability, assurance and empathy simultaneously and partially have a significant effect on customer satisfaction. From the results of the analysis can also be made mathematical equations: Y = 3,568 + 0,150X1 + 0,245X2 + 0,209X3 + 0,192X4 + 0,362X5. The coefficient of determination obtained shows that 87.2% of the level of customer satisfaction is influenced by tangibles, responsiveness, reliability, assurance and empathy.   Keywords: Tangibles, Responsiveness, Reliability, Assurance, Empathy and Customer Satisfaction.

scholarly journals Mencari Variabel-variabel Yang Mempengaruhi Sikap Mental Entrepreneural (Wirausaha)Pada Pemerintah Kabupaten Serdang Bedagai

2006 ◽  
Vol 6 (2) ◽  
pp. 155
Author(s):  
Arfan Ikhsan
Keyword(s):  
Regression Analysis ◽  
Key Words ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Mental Attitude ◽  
Independent Variables ◽  
Independent Variable

<p class="Style1">This research try to find some variables that influence entrepreneurial mental attitude at government of Serdang Bedagai Regency. independent variable which considered in this research is hierarchy, formalizes, trust, mission, ethics and regulation barriers level. Those independent variables will be able to improve society satisfaction, reduc­tion of level of bureaucracy and improvement of risking tendency. The data of this research collected from organization chart of Serdang Bedagai Regency. Amount of 68 responders participated in this research. Hereinafter this data processed by using multiple regression analysis. The result shows that formalizes, trust, mission, ethics and regulation barriers level have an effect significantly toward society satisfaction and also bureaucracy. Meanwhile risking tendency is significantly influenced by hierarchy, formalizes, mission and ethics.</p><p class="Style1" align="center">Key Words: hierarchy, formalizes, trust, mission, ethics and regulation barriers level</p>

scholarly journals Pengaruh Keteladanan dan Kewibawaan Guru terhadap Sikap Tawadhu’ Siswa di MTs dan MA Sunan Drajat – Geger - Bojonegoro Tahun Pelajaran 2015

2016 ◽  
Vol 4 (1) ◽  
pp. 55-76
Author(s):  
Galuh Widitya Qomaro
Keyword(s):  
Correlation Analysis ◽  
Multiple Regression ◽  
Random Sampling ◽  
Regression Coefficient ◽  
Influential Factor ◽  
Sampling Techniques ◽  
Students Attitudes ◽  
Data Collections ◽  
Academic Year ◽  
Positive Effect

This study is intended to investigate the influence of modeling and authority of teachers (partially and simultaneously) to the attitude of students at MTs and MA Sunan Drajat Geger Bojonegoro, academic year 2015. The data collections used were questionnaire and documentation. The number of subjects were 40 respondents drawn using random sampling techniques. Data obtained from the questionnaire were analyzed using Correlation Analysis and Multiple Regression. The finding reveals that the most influential factor towards students’ attitudes is modeling with regression coefficient of 0.972 (97.2%). Authority has positive effect towards students’ attitude though not significant with a regression coefficient of 0.02 (2%). In testing the hypothesis using F test, the two variables modeling (X1) and authority (X2) simultaneously affect the students’ attitude. This can be seen from the value of F which is greater than the F table.

scholarly journals Pola Asuh Demokratis, Kepercayaan Diri dan Kemandirian Mahasiswa Baru

2013 ◽  
Vol 2 (2) ◽  
Author(s):  
Nur Asiyah
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
College Student ◽  
Correlation Analysis ◽  
Key Words ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Significant Relation ◽  
Self Confidence ◽  
The Subject

Abstract. The purpose of this research was to examine the relation between democratic-parenting and self confidence with independent new college student. The subject of the study were 131 new  college student of faculty preaching the state islamic institute sunan ampel surabaya. Data were collected by scale of democratic-parenting, self confidence and independent scale. The data analysis used multiple regression analysis showed that the democratic-parenting anda self confidence have a significant relation with independent new  college student. The result of correlation analysis between either democratic-parenting or self confidence with independent showed a positive correlation signifycantly. Variables of democratic parenting and self confidence give effecttive contribution toward independent new college student about 51,3%.Key words : Democratic-Parenting, Self Confidence, Independent New College Student.

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