ANALISIS PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN

2020 ◽  
Vol 9 (2) ◽  
pp. 132-144
Author(s):  
Davia Sri Astuti ◽  
Mohamad Lutfi
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Test Reliability ◽  
Internet Service ◽  
Business World ◽  
Normality Test ◽  
Competitive Products

The business world is getting really competitive these days. Including in providing internet service business. The Supra Primatama Nusantara Inc. or known as Biznet, is one of the services company that runs in the field of providing internet service. Biznet has several products. The product which will be analysed is Biznet Home, a product provided for housing and for apartment that lots of them recently known in need of internet service. Although there are lots of similar competitive products, but Biznet is remain able to stand by doing several strategies. This research itself has the purpose to find out how far is the effect from the Service Quality (X1), the Customer Satisfaction (X2), towards Customer Loyalty (Y), of Biznet Home in Bali. The sample of this research is in amount of 90 respondents by doing the accidental sampling method with the whole population of Biznet Home customers in Bali. The method which is used in this research is quantitative with regression analysis method. There are examination steps such as validation test, reliability test, normality test, multicollinearity test, heteroscedasticity test, multiple regression analysis, correlation test, determination coefficient test, simultaneously F test, and t statistic test.. This research results that independent variables of service quality (X1) and customer satisfaction (X2) have the significant positive relation towards dependent variable of customer loyalty (Y).

scholarly journals SERVICE QUALITY, CUSTOMER SERVICE QUALITY, CUSTOMER SATISFACTION, DAN CORPORATE IMAGE TERHADAP CUSTOMER LOYALTY PADA KLINIK KECANTIKAN DI JAKARTA

Media Bisnis ◽  
2020 ◽  
Vol 11 (2) ◽  
pp. 163-170
Author(s):  
MEGI TAMIA ◽  
WIBISONO SOEDIONO
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Corporate Image ◽  
Skin Care ◽  
Good Effect ◽  
Analyse Data

The purpose of this research to aware of the influence of service quality, customer satisfaction, and corporate image, toward customer loyalty on klinik kecantikan erha skin care at Jakarta. This study using regression analysis to analyse data. The research has 100 sample on klinik kecantikan erha skin care. Research used purposive sampling method to determine this study. This study found that service quality, customer satisfaction and corporate image good effect on customer loyalty on klinik kecantikan erha skin care in Jakarta.

THE EFFECT OF REPUTATION AND COMPETENCE ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION

2020 ◽  
pp. 66-72
Author(s):  
Ari Dwi Astono ◽  
Widji Astuti ◽  
Harianto Respati
Keyword(s):  
Higher Education ◽  
Regression Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Higher Education Institutions ◽  
Direct Influence ◽  
Tertiary Institutions ◽  
Central Java ◽  
Analysis Technique

This study aims to analyze the effect of reputation, competence on customer loyalty with customer satisfaction as an intervening variable. The population in this study were students of private tertiary institutions in Central Java who are members of Services for Higher Education Institutions Region VI, while a sample of 5 private universities, using the purposive sampling method, was taken with the Slovin formula of 190 respondents. The analysis technique uses regression analysis. Research results show the customer satisfaction variable can be an intervening variable or able to mediate between the direct influence of the reputation variable and the competency variable on customer loyalty variables.

Pengaruh Kualitas Pelayanan, Harga, dan Promosi Terhadap Kepuasan Pelanggan pada PT. Benua Trans Maju Bersama Cabang Medan

2021 ◽  
pp. 88-93
Author(s):  
Nurmaidah Ginting ◽  
Mila sari Br Ginting ◽  
, Ine Selvia Br Tarigan
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Quantitative Research ◽  
Analysis Model ◽  
Validity And Reliability ◽  
Normality Test ◽  
Sample Test

in this study is to find out how the influence of service quality, price and promotion on customer satisfaction with the aim of testing and analyzing the effect of service quality, price and promotion on customer satisfaction at PT. Benua Trans Maju Bersama Cabang Medan. The research was started in October 2020 – May 2021. In this study, the researcher used quantitative research techniques with the type of research being descriptive quantitative and the nature of the research was descriptive explanatory research. The population in this study were all customers has 223 customers. where validity and reliability were first tested in order to determine whether a questionnaire was valid or not, and researchers did it to 30 customers and the rest were 143 customers as a sample test. Then it is processed using the classical assumption test which includes: normality test, multicollinearity test, and heteroscedasticity test. The data analysis model in this study uses multiple regression analysis. The conclusion from the results of this study is that there is a service quality partially positive and significant effect on customer satisfaction. The price partially positive and significant effect on customer satisfaction. Promotion positive and significant effect on customer satisfaction Simultaneously the variables of service quality (X1), price (X2) and promotion (X3), there is a positive and significant influence on customer satisfaction (Y).

The Driving Forces of Customer Loyalty

2009 ◽  
pp. 1540-1557
Author(s):  
T. C.E. Cheng ◽  
L. C.F. Lai ◽  
A. C.L. Yeung
Keyword(s):  
Hong Kong ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Driving Forces ◽  
Corporate Image ◽  
Equation Modeling ◽  
Internet Service ◽  
Broadband Market

In this study we examine the driving forces of customer loyalty in the broadband market in Hong Kong. We developed and empirically tested a model to examine the antecedents of customer loyalty towards Internet service providers (ISPs) in Hong Kong. Structural equation modeling (SEM) was used to evaluate the proposed model. A total of 737 valid returns were obtained through a questionnaire survey. The results show that customer satisfaction, switching cost, and price perception are antecedents that lead directly to customer loyalty, with customer satisfaction exerting the greatest influence. Although we found that service quality significantly influences customer satisfaction, which in turn leads to customer loyalty, we did not find a direct relationship between service quality and customer loyalty. Our results also reveal that corporate image is not related to customer loyalty. Our empirical investigation suggests that investing huge resources in building corporate image can indeed be a risky strategy for ISPs.

scholarly journals The Relationship Between Service Quality and Customer Satisfaction in India’s Rural Banking Sector: An Item Analysis and Factor-Specific Approach

2013 ◽  
Vol 1 (2) ◽  
pp. 43-63 ◽  
Author(s):  
Mohammad Adil
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Item Analysis ◽  
Sampling Technique ◽  
Quality Data ◽  
Sampling Frame ◽  
Business World ◽  
Perceived Service Quality

Earlier research has shown that, in today’s highly competitive business world, service quality and satisfaction are central to management concerns for marketing effectiveness and success. This study attempts to determine customer-perceived service quality at rural Indian banks and identify the most significant predictors of overall customer satisfaction based on a five-dimensional ‘performance-only’ scale measuring service quality. Data was collected from 289 patrons of rural banks, based on a seven-point Likert scale ranging from 1 (”strongly disagree”) to 7 (“strongly agree”). The absence of a reliable sampling frame necessitated following a controlled sampling technique. In order to extract factors relevant to service quality, we employ exploratory factor analysis, means, standard deviations, t-tests, and regression analysis. Our preliminary analysis indicates that rural customers report high levels of perceived service quality across all five dimensions while the results of the regression analysis (β) show that reliability and assurance explain overall customer satisfaction at rural banks in India. The study’s findings can be employed by the banking industry to restructure and prioritize its service quality and develop appropriate promotional strategies by highlighting relevant aspects of service quality and customer satisfaction.

scholarly journals The Role of Quality in Bit Stream Access Internet Service Providers on Customer Loyalty

2020 ◽  
Vol 9 (4) ◽  
pp. 1515-1524
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Providers ◽  
Level Of Service ◽  
Clear Understanding ◽  
Internet Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Degree Level

The Internet Service Provider (ISP) sector in Palestine operates in a highly competitive market that presents many challenges related to Israeli rules and regulations concerning internet services. Such challenges emphasize the need for the various ISPs to have a detailed and clear understanding of the critical service quality dimensions that affect the loyalty of customers, and to constantly evaluate and strengthen the service they provide. Therefore, the aim of this work is to study the influence of service quality on customer satisfaction and loyalty in the Palestinian internet sector. The study used a quantitative approach based on the SERVQUAL dimensions to collect the data from internet subscribers through a questionnaire and the data was analyzed using statistical methods. The survey data was gathered from 403 valid responses covering more than eight ISP companies in the West Bank. An examination of the study variables based on the conceptual framework was achieved by using SPSS, where means of quantitative methods such as a comparison of means, and simple and multiple regressions were calculated. The results indicate that, in general, the level of service quality does not meet customer expectations. In addition, a descriptive analysis of the study variables indicates that the means of three service quality dimensions (reliability, responsiveness, and tangibility) have a medium degree level, while empathy and assurance have a high degree level. It is showed that service quality positively affects customer satisfaction. A positive relationship exists between customer satisfaction and customer loyalty. The study suggests that the effect of the “responsiveness” dimension on consumer satisfaction and loyalty is stronger than the effects of the other dimensions, with “tangibility” having the lowest effect. Finally, the study recommends to ISPs to improve the level of service quality in order to meet customers' needs and wants, and in order to gain long-term customer loyalty.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA JASA TRANSPORTASI OJEK ONLINE (Studi Kasus Pada Konsumen Gojek Malang)

2018 ◽  
Vol 12 (1) ◽  
pp. 54
Author(s):  
Dwi Danesty Deccasari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Sampling Technique ◽  
Five Dimensions ◽  
Transportation Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Improve Service Quality

The purpose of this research is to analyze the extent of Customer Satisfaction variables are able to improve Service Quality significantly to Customer Loyalty to consumers in Malang. The population in this study are customers who have used online transportation service Gojek in Malang. The sampling technique used in the research is using non probabilitysampling method with sampling method that used is accidental sampling. From the result of path analysis in the above table, it can be concluded that the influence of the service quality on customer satisfaction (Y1) of 79.5%. This means that from the five dimensions of service quality, dimensions that further affect customer satisfaction is the dimension of reliability, responsiveness, and empathy.Based on the result of determination test (R²) = 0,722 known that variable of service quality and customer satisfaction variable able to contribute 72.2% to customer loyalty.

scholarly journals Introducing the Practices of Shariah-Compliant Hotel (Sch) In Shah Alam.

2018 ◽  
pp. 701-709
Author(s):  
Ahmad Pitra ◽  
Amat Taap Manshor ◽  
Jacquline Tham ◽  
Ferdous Azam ◽  
Eddy Yusuf
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Building Design ◽  
Total Sample ◽  
Observation Method ◽  
Innovative Concept

Shariah-Compliant Hotel (SCH) is a new innovative concept in the field of the hotel which is growing rapidly in this upscale business. The purpose of this study is to measure the service Quality of Shariah-Compliant Hotel (SCH) on Muslim Customer in Shah Alam to achieve the objective, the journal uses the observation method which is to spread the questionnaire. The population is all guest that have stayed at Islamic hotel in Shah Alam with a total sample of 120 guests. This study using the convenient sampling method. This finding is helpful to find out the important points in the Shariah-Compliant Hotel to serve as a benchmark that the variables used in this journal. Through this data, businesses can see what guest ‘need and want’ in the SCH concept. This research will emphasize the variable supporting factors of customer satisfaction such as facilities, restaurants, grooming staff, and building design. Overall, all variables, get good responses from respondents, which is more than four (> 4, Agree). Therefore, these four variables are very important to get customer satisfaction that will sustain customer loyalty.

scholarly journals Menguji Loyalitas Pelanggan Restoran

2018 ◽  
Vol 14 (2) ◽  
pp. 121-128
Author(s):  
Sabar Sabar
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Analysis Technique ◽  
Managerial Implications ◽  
Improve Service Quality ◽  
Restaurant Owners

This study aims to examine the effect of service quality on satisfaction and its impact on the restaurant's ability to build customer loyalty. The sampling method used was accidental sampling. The analysis technique used was SEM PLS. The results showed that the quality of service had an impact on satisfaction which led to an increase in restaurant customer loyalty. Managerial implications of research results should be that managers or restaurant owners could improve service quality through reliability, responsiveness, assurance, empathy, tangible so that customer satisfaction increases so that it had an impact on customer loyalty.  

scholarly journals Impact of Relationship Marketing and Service Quality on Customer Satisfaction and Its Implications to Customer Loyalty in Pt. Precision Tools Service Indonesia (PTSI)

2020 ◽  
Vol 5 (7) ◽  
pp. 621-628
Author(s):  
Robby Hakim Nugraha ◽  
Arifin Sitio
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Method ◽  
Team Member ◽  
Stratified Random Sampling ◽  
Analysis Process ◽  
Marketing Team

This study aims to analyse the effect of relationship marketing and service quality on customer satisfaction and its implications on customer loyalty. Based on observations and interviews from June 8, 2018, that is using at PTSI outside of the marketing team, and customer loyalty is the primary goal of each team member. Customer loyalty also becomes an instruction of the administration that can see from the existence of the policy of daily visits to its clients. The population of this study is customers who made purchases in the last six months. The sample of this study is 100 clients of PT Precision Tooling Service Indonesia, which made purchases during the previous six months. The sampling method of this study using stratified random sampling. The analytical method used is path analysis. PROCESS Macro Hayes assists the data analysis used in this study in version 23 of SPSS. The results showed that (1) relationship marketing has a positive and significant effect on customer satisfaction, (2) service quality has a positive and significant impact on customer satisfaction, (3) relationship marketing has an effect positive and significant in customer loyalty to customers satisfaction as a full mediator, (4) service quality has a positive and significant effect on customer loyalty with customer satisfaction as a full mediator, and (5) customer satisfaction has a positive and significant impact on customer loyalty.

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