PENGARUH KUALITAS PELAYANAN TERHADAPKEPUASAN KONSUMEN DAN DAMPAKNYA TERHADAP BRAND IMAGE

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

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

Jurnal Ilmiah Manajemen Kesatuan ◽

10.37641/jimkes.v9i2.470 ◽

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.

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

J Statistika: Jurnal Ilmiah Teori dan Aplikasi Statistika ◽

10.36456/jstat.vol3.no01.a1100 ◽

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.

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Factors Influencing Customer’s Repurchase Intention of Go-Jek in Semarang, Indonesia

INOBIS Jurnal Inovasi Bisnis dan Manajemen Indonesia ◽

10.31842/jurnal-inobis.v2i4.105 ◽

2019 ◽

Vol 2 (4) ◽

pp. 458-472

Author(s):

Mudiantono Mudiantono ◽

Debrina Andhike

Keyword(s):

Structural Equation Modeling ◽

Customer Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Brand Image ◽

Equation Modeling ◽

Repurchase Intention ◽

Price Perception ◽

Factors Influencing ◽

Customer Dissatisfaction

The emergence of GO-JEK is the beginning of many similar businesses. People are smart enough to compare the benefits that each company offers. Customer dissatisfaction is one of the reasons why people stop using a company’s service. Thus, the company needs to be able to implement strategies in order to keep or increase customer interest in using services offered by GO-JEK. This study aims to analyze how to increase the customers’ intention to repurchase GO-JEK’s services. The method used in collecting data is purposive sampling. This study has 180 samples that were collected through questionnaires. Questionnaires were distributed to the respondents who have ever tried using GO-JEK’s services more than twice in Semarang, Indonesia. The data collected were processed using Structural Equation Modeling (SEM) through AMOS ver. 22.0 to test ten hypothesis. The results show that service quality has a positive and significant effect on brand image, trust, customer satisfaction, and repurchase intention. Price perception also has positive and significant effect on customer satisfaction and repurchase intention. Repurchase intention has also been positively and significantly affected by trust and customer satisfaction. While brand image has a positive but not significant effect on repurchase intention. The results also show that service quality through customer satisfaction has the most significant impact on repurchase intention. Thus, in order to increase repurchase intention, GO-JEK needs to increase service quality and customer satisfaction. Keywords: Service Quality, Price Perception, Repurchase Intention.

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

SENTRALISASI ◽

10.33506/sl.v9i2.970 ◽

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.

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WORD OF MOUTH SEBAGAI KONSEKUENSI KEPUASAN PELANGGAN

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v11i1.2355 ◽

2018 ◽

Vol 11 (1) ◽

pp. 111

Author(s):

Eny Purbandari ◽

Dyah Sugandini ◽

Heru Tri Sutiono

Keyword(s):

Patient Satisfaction ◽

Structural Equation Modeling ◽

Customer Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Word Of Mouth ◽

Equation Modeling ◽

The Impact ◽

Positive Effect

<p><em>The objective of this study is to investigate the impact of price and service quality on customer satisfaction to increase words of mouth. Data were collected by distributes questionnaires to 110 patient of Bhayangkara Polda DIY Hospital. Then, data was analyzed using structural equation modeling. The result showed that service quality, price and image have positive effect on patient satisfaction and patient satisfaction has a positive effect on words of mouth. The results also shows that image have the highest effect in creating the satisfaction. Therefore, the models of words of mouth have acceptable.</em></p>

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Is Physical Evidence Still Valid? A Study of Low Cost Carriers in Indonesia

Gadjah Mada International Journal of Business ◽

10.22146/gamaijb.8499 ◽

2015 ◽

Vol 17 (3) ◽

pp. 203

Author(s):

Yasintha Soelasih

Keyword(s):

Structural Equation Modeling ◽

Service Quality ◽

Structural Equation ◽

Low Cost ◽

Second Order ◽

Equation Modeling ◽

Opposite Result ◽

Physical Evidence ◽

Low Cost Carriers

Physical evidence has been widely accepted as variable that has impact on satisfaction, specifically in airline service. However, this study showed some opposite result for low cost airlines in Indonesia. It revealed that physical evidence has no effect on the passengers’ satisfaction but the fares and its service quality to passengers.’ This study collected sample of 317 passengers from commercial domestic flights at terminal 1, 2, and 3 at Soekarno Hatta airport in Cengkareng, Indonesia. The variables used in this study were: fares, service quality, physical evidence, passengers’ satisfaction levels and repeat buying. Two variables, i.e.: service quality and physical evidence were treated as second order. This study used Structural Equation Modeling (SEM) for verification analysis. The result revealed that there was no effect of physical evidence on the passengers’ satisfaction. It also found that repeat buying demonstrated the passengers’ satisfaction.

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

Journal of Food and Pharmaceutical Sciences ◽

10.22146/jfps.1148 ◽

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%.

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The Role of Dedication-Based and Constraint-Based Mechanisms in Consumers’ Sustainable Outcomes in the Coffee Chain Industry

10.20944/preprints201807.0307.v1 ◽

2018 ◽

Author(s):

Byoungsoo Kim

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Physical Environment ◽

Structural Equation ◽

Switching Costs ◽

Brand Image ◽

Loyalty Programs ◽

Equation Modeling

Given the increase in consumers’ preferences for coffee, it is becoming important to understand their decision-making processes in the coffee chain context. To deepen the understanding of sustainable outcomes in this context, this study investigates the role of dedication- and constraint-based mechanisms in forming consumers’ repurchase and positive word-of-mouth (WOM) intentions, two critical sustainable outcomes. We examined the effects of coffee quality, the quality of the physical environment, and service quality in accelerating the formation of dedication-based factors. Moreover, this study offers an in-depth understanding of the enablers of perceived switching costs. Data collected from 238 university students that frequently visit coffee chains are empirically tested against the proposed theoretical framework by using structural equation modeling. The results confirm that both dedication- and constraint-based factors substantially predict consumers’ sustainable outcomes in the coffee chain context. Brand image and perceived switching costs play an important role in enhancing consumers’ repurchase and positive WOM intentions compared with customer satisfaction. Coffee quality is significantly associated with both customer satisfaction and brand image, whereas the quality of the physical environment and service quality are only significantly associated with brand image. Habit is found to be the key enabler of perceived switching costs, while loyalty programs have no significant impact on perceived switching costs.

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Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Bank Syariah Mandiri di Banjarmasin Kalimantan Selatan

RELEVANCE Journal of Management and Business ◽

10.22515/relevance.v2i1.1609 ◽

2019 ◽

Vol 2 (1) ◽

Author(s):

Restu Khaliq

Keyword(s):

Structural Equation Modeling ◽

Customer Satisfaction ◽

Service Quality ◽

Random Sampling ◽

Structural Equation ◽

Sampling Technique ◽

Analysis Data ◽

Equation Modeling ◽

Dominant Dimension

The purpose of this study was to determine whether there was a significant effect of CARTER's service quality consisting of compliance, assurance, reliability, tangible, empathy, and responsiveness to customer satisfaction at Bank Syariah Mandiri Banjarmasin. Structural Equation Modeling (SEM) by smartPLS was used in the analysis data of this research. The sample of this study was 100 respondents, taken by random sampling technique. Data was collected using a questionnaire. The results showed that there was a significant effect of CARTER service quality consisting of compliance, assurance, reliability, tangible, empathy, and responsiveness to customer satisfaction at Bank Syariah Mandiri Banjarmasin because all T-Statistics values were above 1,960. The most dominant dimension in influencing customer satisfaction is a dimension of compliance regarding the application of Islamic sharia principles.Keywords: Service Quality, Customer Satisfaction, CARTERTujuan penelitian ini adalah untuk mengetahui apakah ada pengaruh yang signifikan dari kualitas pelayanan CARTER yang terdiri dari compliance, assurance, reliability, tangible, empathy, dan responsiveness terhadap kepuasan nasabah pada Bank Syariah Mandiri Banjarmasin. Structural Equation Modeling (SEM) menggunakan smartPLS digunakan dalam analisis data penelitian ini. Sampel penelitian ini sebesar 100 orang responden diambil dengan teknik random sampling. Data dikumpulkan menggunakan angket. Hasil penelitian menunjukkan bahwa terdapat pengaruh yang signifikan dari kualitas pelayanan CARTER yang terdiri dari compliance, assurance, reliability, tangible, empathy, dan responsiveness terhadap kepuasan nasabah pada Bank Syariah Mandiri Banjarmasin karena seluruh nilai T-Statistics berada diatas 1,960. Dimensi yang paling dominan dalam mempengaruhi kepuasan nasabah adalah dimensi compliance tentang penerapan prinsip syariah Islam.Kata Kunci: Kualitas Pelayanan, Kepuasan Pelanggan, CARTER

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

Indonesian Journal of Information Systems ◽

10.24002/ijis.v3i2.4191 ◽

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.

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