PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA TERHADAP LOYALITAS PELANGGAN

In the service industry is not only a problem in the quality of service only, other issues that need to be considered is how the handling of complaints from users. Of the complaints handling problems can be used as a measure of quality products and services offered. Thus expected to create satisfaction as well as create user loyalty. Similarly, in the banking business after the economic crisis that occurred in 1997. Banking business demanded proactive to enhance service quality and also in the handling of complaints to the customer who is expected to increase customer satisfactionand loyalty. The purpose of this study is Proving and analyze (1) the influence of service quality on customer satisfaction, (2) the influence of the handling of complaints against customer satisfaction, (3) the influence of customer satisfaction on customer loyalty, (4) the influence of service quality on customer loyalty and (5) influence the handling of complaints against customer loyalty Islamic banks in Surabaya. This research was conducted on Islamic banks in Surabaya. This type of research used in this research is the kind of explanatory research. Respondents in this study are customers of Islamic banks in Surabaya. The number of respondents who researched as much as 150 respondents. The analytical tool used in this study is structural equation modeling (SEM). The analysis showed that service quality has a significant influence on satisfaction. Handling complaints have a significant impact on customer satisfaction. Satisfaction has a significant influence on customer loyalty. Service quality has a significant effect on loyalty. Handling complaints have a significant impact on customer loyalty. Customer satisfaction can be improved by improving the quality of service and complaint handling.

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The Effect of Umrah Service Quality on Umrah Customer Satisfaction and Umrah Customer Loyalty: Evidence from Umrah traveling agents in Malaysia

Technium Social Sciences Journal ◽

10.47577/tssj.v22i1.4329 ◽

2021 ◽

Vol 22 ◽

pp. 492-546

Author(s):

Bestoon Othman ◽

Amran Bin Harun

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Business Environment ◽

Equation Modeling ◽

Travel Industry ◽

The Impact

The main aim of this study is to explore the impact of the dimensions of Umrah service quality on customer satisfaction for Umrah and customer loyalty for Umrah in the travel industry. Increasingly intense competition and structural shifts in the business environment are now pushing companies to adopt a customer-focused strategy that elevates the value of customer-related constructs such as customer satisfaction, quality of service, and consumer loyalty in describing the success of a company. Umrah service efficiency, Umrah customer satisfaction, and Umrah customer loyalty were calculated from the literature using a 5-point Likert scale. Structural equation modeling was carried out to analyze the impact of Umrah service quality on customer satisfaction in Umrah and customer loyalty in Umrah. The result showed that all dimensions of service quality influenced customer satisfaction and loyalty of Umrah's customers. The study's key drawback is that it was confined only to the Malaysian nation. Second, the present study only focuses on the traveling industry in Umrah. The results clearly indicate the dimensions of the quality of Umrah service that the practitioners must concentrate on in order to provide a better quality of service.

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PENGARUH KUALITAS LAYANAN DAN PENANGANAN KELUHAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK UMUM SYARIAH DI SURABAYA

EKUITAS (Jurnal Ekonomi dan Keuangan) ◽

10.24034/j25485024.y2011.v15.i2.2289 ◽

2017 ◽

Vol 15 (2) ◽

pp. 210

Author(s):

Anindhyta Budiarti

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Significant Influence ◽

Structural Equation ◽

Equation Modeling ◽

Islamic Banks ◽

Banking Business

In the service industry is not only a problem in the quality of service only, other issues that need to be considered is how the handling of complaints from users. Of the complaints handling problems can be used as a measure of quality products and services offered. Thus expected to create satisfaction as well as create user loyalty. Similarly, in the banking business after the economic crisis that occurred in 1997. Banking business demanded proactive to enhance service quality and also in the handling of complaints to the customer who is expected to increase customer satisfactionand loyalty. The purpose of this study is Proving and analyze (1) the influence of service quality on customer satisfaction, (2) the influence of the handling of complaints against customer satisfaction, (3) the influence of customer satisfaction on customer loyalty, (4) the influence of service quality on customer loyalty and (5) influence the handling of complaints against customer loyalty Islamic banks in Surabaya. This research was conducted on Islamic banks in Surabaya. This type of research used in this research is the kind of explanatory research. Respondents in this study are customers of Islamic banks in Surabaya. The number of respondents who researched as much as 150 respondents. The analytical tool used in this study is structural equation modeling (SEM). The analysis showed that service quality has a significant influence on satisfaction. Handling complaints have a significant impact on customer satisfaction. Satisfaction has a significant influence on customer loyalty. Service quality has a significant effect on loyalty. Handling complaints have a significant impact on customer loyalty. Customer satisfaction can be improved by improving the quality of service and complaint handling.

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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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An Examination of The Determinants of Customer Loyalty

European Journal of Business Management and Research ◽

10.24018/ejbmr.2020.5.4.478 ◽

2020 ◽

Vol 5 (4) ◽

Author(s):

Tasrik Hasrat ◽

. Mahfudnurnajamuddin ◽

Asdar Djamereng ◽

Sabri Hasan ◽

. Budiandriani

Keyword(s):

Customer Satisfaction ◽

Product Quality ◽

Brand Equity ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Modeling ◽

Negative Effect ◽

Equity Price ◽

Positive Effect

Brand equity, price, product quality, customer satisfaction, and the importance of customer loyalty in marketing which is the target and expectation of every company. Marketers expect to be able to retain their customers in the long term, even if possible forever. Therefore, this study wants to examine the factors that affect customer satisfaction and customer loyalty. These factors are brand equity, price, product quality, customer satisfaction, and customer loyalty. The required data were obtained through interviews using a questionnaire to 120 respondents. The data obtained were analyzed using Structural Equation Modeling (SEM) and SPSS 21 techniques. The results of hypothesis testing prove that brand equity has a positive effect on customer satisfaction, Price is a negative effect on customer satisfaction, Product quality has a positive effect on customer satisfaction, Customer satisfaction has a positive effect on customer loyalty, Brand Equity has a positive effect on customer loyalty, Price is a negative effect on customer loyalty, Product quality has a positive effect on customer loyalty, brand equity has a positive effect on customer loyalty through customer satisfaction, the price is a negative effect on customer loyalty through customer satisfaction, product quality has a positive effect on customer loyalty through customer satisfaction. Based on the results of testing the hypothesis, several managerial implications can be drawn, namely, that loyalty can be increased by increasing customer satisfaction, brand equity, price, and product quality. This is done by providing competitive prices according to the quality of the product. If the quality of the product is increased, the price will not affect the customer if it is increased, so automatically satisfaction will be formed, by itself a strong customer loyalty is formed. So it can be said that price does not affect in determining the level of customer satisfaction and customer loyalty because other very strong variables shape satisfaction and loyalty. High prices do not guarantee customers will be satisfied as well if the price of the product is cheap as long as the price is still reasonable for substitution category goods.

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Analysis of Service Quality and Promotion on Decision and Satisfaction of Foreign Visitors on Pandawa Beach Ecotourismin Badung Regency

International Journal of Contemporary Research and Review ◽

10.15520/ijcrr/2018/9/06/523 ◽

2018 ◽

Vol 9 (06) ◽

pp. 20800-20810

Author(s):

I NyomanGede Sudiarta ◽

I Wayan Sujana ◽

Anik Yuesti

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Structural Equation ◽

Sem Analysis ◽

Equation Modeling ◽

Visitor Satisfaction ◽

Dependent Variables ◽

Strongly Agree ◽

Positive Effect

The development of various facilities and infrastructure as well as efforts to improve the quality of service on Pandawa Beach Ecotourismis always done to attract and give satisfaction to the visitors. This study aims to determine the effect of service quality and promotion on visitor decisions and visitor satisfaction as well as to determine the effect of visitor decisions on visitor satisfaction on Pandawa Beach Ecotourism Badung Regency, Bali Province. The variables in this study consistof two independent and two dependent variables. Independent variables in this study are service quality and promotion, while the dependent variables in this study are the visitor decision and visitor satisfaction. The population in this study is foreign tourists who visit the Pandawa Beach Ecotourism. In this research a non-probability sampling method is used, taking anaccidental sampling approach with asample number of 96 respondents. The type of data used is descriptive and quantitative data expressed in 5-Point Likert Scale ranging from strongly disagree to strongly agree. Methods of data analysis in this study are through descriptive and inferential analysis. Inference analysis uses Structural Equation Modeling (SEM) analysis with SMARTPLS 3 program.The result of this study indicates that: 1) Quality of service has a positive and significant effect on the visitor decision with coefficient value of 0,528 and t-statistic value of 6,625.2) Promotion has a positive and significant effect on the visitor decision with coefficient value of 0,246and t-statistic value of 2,843. 3) Service quality has a positive effect on visitor satisfaction with coefficient value of 0,415 and t-statistic value of 4,007. 4) Promotion has no effect on visitor satisfaction with coefficient value of 0,069 and t-statistic value of 0,638 which t-statistic value is under critical value of 1,96. 5) Visitor decisions have a positive effect on visitor satisfaction with coefficient value of 0.389 and t-statistics of 4.422.

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

International Journal of Contemporary Research and Review ◽

10.15520/ijcrr/2018/9/02/434 ◽

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.

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ANALYSIS THE EFFECT OF SERVICE QUALITY, PRICE ADVANTAGES, AND MARKETER’S BEHAVIORAL TOWARDS CUSTOMER SATISFACTION IN ORDER TO INCREASE CUSTOMER LOYALTY (Study in PT. DES TEKNOLOGI INFORMASI)

Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science) ◽

10.14710/jspi.v17i1.63-78 ◽

2019 ◽

Vol 17 (1) ◽

pp. 63

Author(s):

Edwin Krisna Nugroho

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

User Satisfaction ◽

Service User ◽

Structural Equation ◽

Empirical Studies ◽

Positive Influence ◽

Equation Modeling ◽

Positive Effect

This research is aimed to examine the effect of Service Quality, Price Excellence, and Marketers Behavioral Behavior, to Customer Satisfaction, and its impact on Customer Loyalty. The problem of research is how to improve Customer Loyalty, by improving Customer Satisfaction, through Service Quality, Price Excellence, and Behavior Ethics of Marketers?The sample in this research is the customer of PT. DES Teknologi Informasi of 150 respondents. Data analysis is done by Structural Equation Modeling (SEM) using AMOS software. The results of the analysis show that Service Quality, Price Excellence, Marketers Behavior Ethics, have a positive and significant influence on Service User Satisfaction, in order to increase Service User Loyalty.The results of these empirical studies have an indication that Service Quality has a positive influence on Customer Satisfaction; Price advantage has a positive effect on Customer Satisfaction; Behavior Ethics Marketers have a positive influence on Customer Satisfaction; User Service Satisfaction has a positive effect on Customer Loyalty.

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PENERAPAN STRUCTURAL EQUATION MODELLING (SEM) UNTUK MENGANALISIS FAKTOR – FAKTOR YANG MEMPENGARUHI KINERJA BISNIS (STUDI KASUS KAFE DI KECAMATAN TEMBALANG DAN KECAMATAN BANYUMANIK PADA JANUARI 2019)

Jurnal Gaussian ◽

10.14710/j.gauss.v9i2.27814 ◽

2020 ◽

Vol 9 (2) ◽

pp. 122-134

Author(s):

Ade Irma Pramudita ◽

Tatik Widiharih ◽

Rukun Santoso

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Structural Equation ◽

Business Performance ◽

Business Strategies ◽

Equation Modeling ◽

Final Project ◽

Product Attractiveness ◽

Positive Effect

This research is done to examine the effect of quality of service and product attractiveness toward business strategies based on service in order to improving business performance. The sample of this study were Cafe owners in Tembalang Subdistrict and Banyumanik Subdistrict, total are 116 respondents. In this Final Project, the processing of Structural Equation Modeling (SEM) is AMOS software. The results of the analysis show that service quality has a positive effect on business strategies based on service to improving business performance. The most significant factor that affecting business performance is quality of service. Quality of service is important in the performance of a café business. Cafe owners must always pay attention to the quality of café service to customers, because the quality of service is the main consideration for customers to visit cafes.

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SERVICE QUALITY, PRICE, CUSTOMER SATISFACTION AND CUSTOMER LOYALTY: A STUDY OF CONVENIENCE STORES IN HO CHI MINH CITY

Journal of Science and Technology - IUH ◽

10.46242/jst-iuh.v37i01.298 ◽

2020 ◽

Vol 37 (01) ◽

Author(s):

DAM TRI CUONG ◽

NGUYEN THANH LONG

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Ho Chi Minh City ◽

Equation Modeling ◽

Future Research ◽

Significant Positive Effect ◽

Convenience Stores ◽

Positive Effect

This study aims to examine the relationship between the service quality, price, customer satisfaction and customer loyalty for the convenience stores in Ho Chi Minh City. These relationships were tested with a sample of 358 customers at convenience stores in Ho Chi Minh City. By using the partial least squared structural equation modeling (PLS-SEM) with SmartPLS software for data analysis. The finding showed that service quality has a significant positive effect on both of customer satisfaction and customer loyalty. The finding of this paper also showed that price has a significant positive effect on both of customer satisfaction and customer loyalty. The finding also showed that customer satisfaction has a significant positive effect on customer loyalty. From the above results, the study offers implications for managers and directions for future research.

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