Effect Of Consumer Value, Consumer Experience And Service Quality Of Customer Loyalty Through Consumer Satisfaction (Case Study On Beauty Care In Cilacap)

Abstract: Based on the t test, the Service Quality variable influences Customer Satisfaction at the Bank Muamalat Indonesia Branch Office in Yogyakarta, which can be indicated by tcount greater than t table (1,981> 1,290). And in the results of this study, researchers can conclude that the above indicators have been reached by the Bank Muamalat Indonesia Branch Office in Yogyakarta, with the result that the level of quality of services provided by the Bank can be called satisfactory. One of the factors that influence satisfaction is empathy which includes ease of relationship, good communication, personal attention and understanding customer needs. Based on the t test shows that tcount is greater than t table (2,188> 1,290), meaning that the service quality variable has a significant positive effect on the variable customer loyalty. In this study, researchers found results that t count is greater than t table where this indicates that Service Quality has a positive effect on customer loyalty. The researcher in this study concluded the results that Service Quality has a very important influence on Customer Satisfaction and Customer Loyalty (Customer Satisfaction And Loyalty), especially in a case study at Bank Muamalat Indonesia, Yogyakarta Branch Office. الملخص: استنادًا إلى اختبار t ، يؤثر متغير جودة الخدمة على رضا العملاء في المكتب الفرعي لبنك معاملة إندونيسيا في يوجياكارتا ، والذي يمكن الإشارة إليه بحساب أكبر من عدد t الجدولي (1،981> 1،290). وفي نتائج هذه الدراسة ، يمكن للباحث أن يستنتج أن المؤشرات المذكورة أعلاه قد تم الوصول إليها من قبل مكتب فرع بنك معاملة إندونيسيا مكتب فرع يوجياكارتا ، مما أدى إلى أن مستوى جودة الخدمات التي يقدمها البنك يمكن أن يُعتبر مرضيا. أحد العوامل التي تؤثر على الرضا هو التعاطف الذي يتضمن سهولة العلاقة والتواصل الجيد والاهتمام الشخصي وفهم احتياجات العملاء. بناءً على اختبار t ، يظهر أن عدد t الحسابي أكبر من عدد t الجدولي (2،188> 1،290) ، مما يعني أن متغير جودة الخدمة له تأثير إيجابي كبير على ولاء العملاء المتغير. في هذه الدراسة ، وجد الباحث نتائج تشير إلى أن عدد t الحسابي أكبر من عدد t الجدولي حيث يشير هذا إلى أن جودة الخدمة لها تأثير إيجابي على ولاء العملاء. خلص الباحث في هذه الدراسة إلى نتائج مفادها أن جودة الخدمة لها تأثير مهم على رضا العملاء وولاء العملاء (رضا العملاء وولائهم) ، وخاصة في دراسة حالة في بنك معاملة إندونيسيا ، مكتب فرع يوجياكارتا. Abstrak: Berdasarkan uji t, variabel Kualitas Layanan mempengaruhi Kepuasan Pelanggan di Kantor Cabang Bank Muamalat Indonesia di Yogyakarta, yang dapat ditunjukkan oleh t hitung lebih besar dari t tabel (1,981> 1,290). Dan dalam hasil penelitian ini, peneliti dapat menyimpulkan bahwa indikator di atas telah dicapai oleh Kantor Cabang Bank Muamalat Indonesia di Yogyakarta, dengan hasil bahwa tingkat kualitas layanan yang diberikan oleh Bank dapat disebut memuaskan. Salah satu faktor yang mempengaruhi kepuasan adalah empati yang meliputi kemudahan dalam hubungan, komunikasi yang baik, perhatian pribadi dan pemahaman kebutuhan pelanggan. Berdasarkan uji t menunjukkan bahwa thitung lebih besar dari ttabel (2,188> 1,290), artinya variabel kualitas layanan berpengaruh positif signifikan terhadap variabel loyalitas pelanggan. Dalam penelitian ini, peneliti menemukan hasil bahwa t hitung lebih besar dari t tabel di mana ini menunjukkan bahwa Kualitas Layanan memiliki efek positif terhadap loyalitas pelanggan. Peneliti dalam penelitian ini menyimpulkan hasil bahwa Kualitas Layanan memiliki pengaruh yang sangat penting pada Kepuasan Pelanggan dan Loyalitas Pelanggan (Kepuasan Pelanggan dan Loyalitas), terutama dalam studi kasus di Bank Muamalat Indonesia, Kantor Cabang Yogyakarta.

Download Full-text

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%.

Download Full-text

Loyalitas Pasien Rawat Inap Melalui Layanan BPJS Kesehatan (Studi pada RSI Jemursari Surabaya)

Business and Finance Journal ◽

10.33086/bfj.v1i1.266 ◽

2016 ◽

Vol 1 (1) ◽

pp. 1-10

Author(s):

Putri Mahanani ◽

Denis Fidita Karya

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Consumer Satisfaction ◽

Least Square ◽

Survey Method ◽

The People ◽

The Government

BPJS is one of the health services provided by the government to the people ofIndonesia. In the process of patient care by using BPJS there were some complaints fromconsumers related to the quality of service. Poor service quality will have an impact onconsumer dissatisfaction in the service, so that it is capable of influencing consumer loyalty.Loyalty can only be generated if consumers have experienced the satisfaction of a goodservice quality provided by the service provider. This study aims to determine the effectof service quality on customer loyalty. In this case the customer satisfaction are thingsthat need to be met first before consumers get to the stage of loyalty. Respondents of thisstudy are inpatients in RSI Jemursari Surabaya as many as 100 people who use the serviceBPJS third grade. This study used survey method and analyzed using path analysis withPartial Least Square (PLS). Results from this study is the quality of service has an influenceon loyalty with mediation of consumer satisfaction. Loyalty can occur if the satisfactionfelt by consumers. Thus, in this study, customer satisfaction a mediating variable for therelationship between the variables of service quality and customer loyalty.

Download Full-text

Pengaruh Kualitas Pelayanan Dan Keputusan Terhadap Loyalitas Pelanggan

Jurnal Ilmiah Ecobuss ◽

10.51747/ecobuss.v9i1.712 ◽

2021 ◽

Vol 9 (1) ◽

pp. 9-17

Author(s):

Muhammad Mashudi Azrullah

Keyword(s):

Service Quality ◽

Customer Loyalty ◽

Sampling Technique ◽

Coefficient Of Determination ◽

Test Results ◽

Regression Test ◽

Result Show ◽

The Subject

The focus of this research is the influence of service quality and satisfaction on customer loyalty with a case study in “Café : Kofi” Bangil. This research method is quantitative, the subject of this study are customers of “Café : Kofi” Bangil. The sampling technique used was purposive sampling. With a total of 60 respondents. The result show multiple liniear regression test Y + 0,180 + 0,041 + 0,941 + e. shows that the influence of service quality variables is 0,041 an the effect of satisfaction variables is 0,941. Thus the more dominant variable influencing customer loyalty is the satisfaction variable. T-test results indicate that the service quality variable (X1) has no partial effect and is not significant. While the satisfaction variable is partially significant. Test the coefficient of determination R2 obtained 0,899 or 89,9% this means that customer loyalty is influenced by satisfaction variables. Keywords : Quality Of Service, Satisfaction

Download Full-text

Predicting Patient Loyalty and Service Quality Relationship: A Case Study of Civil Hospital, Ahmedabad, India

Vision The Journal of Business Perspective ◽

10.1177/097226290801200405 ◽

2008 ◽

Vol 12 (4) ◽

pp. 45-55 ◽

Cited By ~ 9

Author(s):

Hardeep Chahal

Keyword(s):

Service Quality ◽

Customer Loyalty ◽

Research Work ◽

Relationship Management ◽

Total Quality ◽

Civil Hospital ◽

Patient Loyalty ◽

Significant Difference

Purpose: In an era of heightened competition to sustain patient loyalty, quality of interpersonal experiences with the staff, operational quality of hospital operations and overall satisfaction and quality of the healthcare services, in general are to be understood in-depth in both public as well as private organisations. The concept of service quality has led to the growing research on various concepts such as total quality management, market orientation, learning orientation, strategic orientation along with invigorating focus on the customer loyalty and relationship management. The outcomes of service quality (customer relationship management and loyalty), end means for the organisational success, are most significant performance measurement tools in the present competitive market. The present study is an effort in this regard to identify the factors in sustaining customer longevity. Till today few studies in the developing settings were conducted to understand the types of relationship that exists between patient-loyalty and service quality. This study analyses the suitability of customer loyalty concept in the government hospitals through using a case study of one of the biggest hospitals operating in India. Methodology and Tools Applied: The research work is the case study of Civil Hospital Ahmedabad. The data is collected from 205 indoor patients of four departments namely general medicine, orthopedic, pediatrics, obstetric and gynecology. Inter and intra relationship among the measures of service quality and patient loyalty were analysed by using relevant statistical tools to draw out inferences. Findings: Among the three patient loyalty components, using provider again for the same services is found to be more significant followed by using provider again for different services and recommending providers to others in relation to overall service quality as dependent variable, and beta values are figured out as 0.15, 0.12 and 0.09 respectively The 35% R Square value for the model service quality – patient loyalty model indicate weak predictive power of this model. However at the same juncture the study found that no significant difference in the patients' perceptions with respect to patient loyalty and quality and per se, may be concluded that both are identical measures. Alternatively the more satisfied the patients are with the quality of their interactions with staff, the more likely they are going to take treatments for similar and different medical problems and would recommend the provider to their relatives and friends.

Download Full-text

PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEGABAI VARIABEL INTERVENING PADA PENGGUNA OJEK ONLINE GRAB (STUDI PADA MAHASISWA STIE TAMANSISWA BANJARNEGARA)

Medikonis ◽

10.52659/medikonis.v11i1.22 ◽

2020 ◽

Vol 11 (1) ◽

pp. 1-15

Author(s):

Lustono Lustono

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Negative Relationship ◽

Sampling Technique ◽

Significant Positive Effect ◽

The Relationship ◽

Positive Effect

ABSTRACT This study aims to determine the effect of service quality with price on customer loyalty through customer satisfaction as an intervening variable. STIE Tamansiswa Banjarnegara case study. In this study the independent variable consists of service quality and price, the intervening variable is customer satisfaction and the dependent variable is customer loyalty. The population of this study is 203 the total number of active students of STIE Tamansiswa Banjarnegara. While the sample of this study was 135 respondents. With accidental sampling technique. The type of research data is primer and data collection techniques using questionnaires. The results showed that partially the quality of service did not have a significant positive effect on customer loyalty. Price has a significant positive effect on customer loyalty. Service quality has a significant positive effect on customer satisfaction. Price has a significant positive effect on customer satisfaction. Customer satisfaction has a positive effect on customer loyalty. Customer satisfaction does not mediate the relationship between customer satisfaction and customer loyalty. Customer satisfaction can mediate a negative relationship between price and customer loyalty.

Download Full-text

Pengaruh Kualitas Pelayanan Dan Brand Ambasador Terhadap Loyalitas Pengguna Aplikasi Shopee (Studi Kasus Mahasiswa FE UISU Jurusan Management Tahun Ajaran 2017)

Journal Economy and Currency Study (JECS) ◽

10.51178/jecs.v3i2.268 ◽

2021 ◽

Vol 3 (2) ◽

pp. 1-9

Author(s):

Oddie Babudilla, Nilawati Nasti

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Customer Loyalty ◽

Significant Influence ◽

Coefficient Of Determination ◽

Student Management ◽

Academic Year ◽

Variable Quality

This study was conducted to determine the effect of service quality and brand ambassador on Shopee Application User Loyalty (Case Study of FE UISU Student Management Department Academic Year 2017) as well as the results of the study. From the output above, it is known that the coefficient of determination (R Square) of 0.520 means 52 % Loyalty of shopee shopping customers can be explained by the variable Quality of service and Brand Ambassador while the remaining 48% is influenced by other variables that are not examined in this study. Based on the results of the analysis in this study, it can be concluded as follows: Product Quality (X1) has a positive and significant effect on Shopee Customer Loyalty, Brand Ambassador (X2) has a positive and significant impact on Shopee Customer Loyalty, Service Quality (X1) and Brand Ambassador (X2) simultaneously has a positive and significant influence on shopee customer loyalty

Download Full-text

THE INFLUENCE OF BRAND EXPERIENCE AND SERVICE QUALITY TO CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION IN STARBUCKS COFFEE MALANG

Management and Economics Journal (MEC-J) ◽

10.18860/mec-j.v0i1.5195 ◽

2018 ◽

pp. 185

Author(s):

Aldeline Nolita Devia

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Path Analysis ◽

Customer Loyalty ◽

Consumer Satisfaction ◽

Brand Experience ◽

Test Results ◽

A Value

ABSTRACTThis study discusses the effect of Brand Experience and service quality on customer loyalty mediated customer satisfaction. The purpose of this study was to determine and analyze in depth the effect of brand experience and service quality on customer loyalty mediated customer satisfaction at Starbucks Coffee Malang. This research uses explanatory research that explain the causal relationship between the variables studied.By using a survey of 180 respondents to test the research hypothesis.Research data analysis using the test instrument, the classical assumption test, multiple linear regression, and path analysis / Path Analysis. The test results prove the instrument has met the criteria of validity and reliability, the classic assumption test results also have met the criterion of the assumptions of normality, autocorrelation, Non-Multicolinearity and heterocedastisity. In this study obtained; a). Brand experience on consumer satisfaction with the value of 0.309, or 30.9%, b). The quality of service to customer satisfaction with the value of 0.387 or 38.7%., C). Brand experience on consumer loyalty to the value of 0.216 or 21.6%., D). Service quality on customer loyalty with a value of 0,305 or 30.5%., E). Effect of brand experience and service quality customer satisfaction with the value of 0.581 or 58.1%., F). Effect of brand experience and service quality on customer loyalty with a value of 0.657 or 65.7%., G). Effect of brand experience and service quality on customer loyalty mediated consumer satisfaction with the value of 0.438 or 43.8%. Based on these results, it is necessary to enhance the consumer's commitment to give satisfaction to the consumers better by excellent service or "service excellence" is the attitude and serve with satisfactory manner from the present level while maintaining the brand experience Starbucks Coffee Malang.KEYWORDS: Brand experience (Sensory, Affection, Behavior, Intellectual), Quality of service (reliable, responsiviness, empathy), loyalty, customer satisfaction.

Download Full-text

Quality of services and prices in promoting customer satisfaction and customer loyalty services of container transportation facilities. Case Study at PT. Yang Ming Shipping Indonesia

Technium Social Sciences Journal ◽

10.47577/tssj.v21i1.3712 ◽

2021 ◽

Vol 21 ◽

pp. 645-660

Author(s):

Dhanang Suryo Kusumo ◽

Didik J. Rachbini ◽

Endi Rekarti

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Secondary Data ◽

Primary Data ◽

Quality Of Services ◽

Container Transportation ◽

Improve Service Quality

The study is aimed to determine the effect of the quality of service , price to encourage the satisfaction of customers and loyalty of customers the services of a means of conveyance crate packing . Customers from PT. Yang Ming Shipping Indonesia was taken as the respondent , both primary and secondary data were used in the study . Secondary data is taken from various sources such as journals , books and other data . Primary data was collected using a questionnaire which was distributed to the target respondents . Using the technique of accidental sampling, a total of respondents who collected a number of 140 respondents . Path analysis is applied in this study . The results show that service quality has a significant effect on customer satisfaction . Price has a positive and significant effect on customer satisfaction . and d itemukan that the quality of services has the effect of significantly towards consumers loyal. Price memilikipenagruh positive and significant to consumers loyal, things were equally found their influence posiif and exhibited significantly that occur between the satisfaction of customers to consumers loyal. At the level of managerial , research is giving a donation to the PT. Yang Ming Shipping Indonesia, to improve service quality and price if you want customer satisfaction and customer loyalty to increase .

Download Full-text

Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan Loyal

Al-Kharaj : Jurnal Ekonomi, Keuangan & Bisnis Syariah ◽

10.47467/alkharaj.v4i1.567 ◽

2021 ◽

Vol 4 (1) ◽

pp. 216-237

Author(s):

Mega Naliyah Syahfitri ◽

Danang Kusnanto

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Indirect Effect ◽

Testing Hypotheses ◽

Average Population ◽

Verification Methods

The study aims to find out, explain, and analyze a phenomenon about the influence of service quality on customer satisfaction that has an impact on customer loyalty (case study of IndiHome in Karawang district during the Covid-19 pandemic). This research was conducted using descriptive and verification methods, namely knowing, explaining, analyzing and testing hypotheses, as well as making conclusions and suggestions. The sample was carried out using incidental sampling with a sample of 316 respondents from an average population of 1,494 customers each month. The results of this study indicate that the Quality of Service at IndiHome, Karawang Regency, is in good criteria. IndiHome Customer Satisfaction in Karawang Regency is in the satisfied criteria. IndiHome Customer Loyalty in Karawang Regency is in the loyal criteria. There is a direct and significant effect between service quality and customer satisfaction by 64%. There is a direct and significant effect between customer satisfaction and customer loyalty of 68.6%. There is an indirect effect of service quality on customer loyalty through customer satisfaction of 66.24%.

Download Full-text