Service Quality and Product Quality Key to Improve Customer Loyalty

This research is motivated by the importance of maintaining customer loyalty for the survival of the company. This study aims to determine and analyze customer satisfaction and product quality as keys to increasing customer loyalty. The population of this study were visitors to the Rava Motor workshop for one year, amounting to 3161 customers where the population data was seen from the actual customer entry unit in 2019. Based on Slovin calculations with an error of 10%, a sample of 97 visitors was obtained using incidental sampling technique. The research method used is a survey method with a quantitative approach. Data collection techniques used in this study are questionnaires, observation and interviews. The instrument used has been tested for validity and reliability. The data analysis technique used is the descriptive data analysis technique, multiple correlation and multiple regression. The results of this study indicate that there is a positive effect of service quality on customer loyalty and there is a positive effect of product quality on customer loyalty. In addition, simultaneously that there is a positive effect of service quality and product quality on customer loyalty.

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PERAN MEDIASI KEPUASAN PELANGGAN PADA PENGARUH E-SERVICE QUALITY, PERSEPSI HARGA, DAN PROMOSI PENJUALAN TERHADAP LOYALITAS PELANGGAN

Jurnal Fokus Manajemen Bisnis ◽

10.12928/fokus.v10i2.2886 ◽

2020 ◽

Vol 10 (2) ◽

pp. 249

Author(s):

Risa Septiani ◽

Nurhadi Nurhadi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Sampling Technique ◽

Sales Promotion ◽

Survey Method ◽

Validity And Reliability ◽

Online Questionnaire ◽

Price Perception ◽

Positive Effect

This study aim was to determine the effect of e-service quality, price perception, and sales promotion on customer loyalty through customer satisfaction on Gojek customers in Yogyakarta. This research is a quantitative study with survey method. The population in this study were Gojek customers in Yogyakarta. The sampling technique used was purposive sampling, with a total sample of 235 respondents. The technique of collecting data used an online questionnaire that has been tested for validity and reliability. The data analysis technique used to test the hypothesis was bootstrapping method using macro PROCESS by Andrew F. Hayes. The results of this study show that there is a positive effect of e-service quality on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of price perception on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of sales promotion on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of customer satisfaction on the loyalty of Gojek Yogyakarta customers, there is a positive effect of e-service quality on the loyalty of Gojek Yogyakarta customers, there is a positive effect of price perception on the loyalty of Gojek Yogyakarta customers, there is a positive effect of sales promotion on the loyalty of Gojek Yogyakarta customers, and there is the effect of e service quality, price perception, and sales promotion on customer loyalty through Gojek Yogyakarta customer satisfaction, as evidenced by the e-service quality variable mediation coefficient of 0,0442; the mediation coefficient of price perception variable is 0,0404; and the mediation coefficient of sales promotion variable is 0.0676.

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Effect Of Service Quality And Company Image On Customer Loyalty

International Journal of Environmental, Sustainability, and Social Science ◽

10.38142/ijesss.v2i1.69 ◽

2021 ◽

Vol 2 (1) ◽

pp. 51-54

Author(s):

A.A. Ketut JAYAWARSA ◽

A.A. Sri PURNAMI ◽

Kadek Novita Maharani DEWI

Keyword(s):

Service Quality ◽

Customer Loyalty ◽

Random Sampling ◽

Sampling Technique ◽

Corporate Image ◽

Significant Positive Effect ◽

Validity And Reliability ◽

Regression Methods ◽

Analysis Technique ◽

Positive Effect

This study is entitled The Effect of Service Quality and Company Image on Customer Loyalty at PT. BPR Sari Jaya Sedana in Klungkung. The formulation of the problem is: How is the influence of service quality and company image on customer loyalty simultaneously and partially at BPR Sari Jaya Sedana. The objectives of this study were: To determine the effect of service quality and corporate image on customer loyalty simultaneously and partially at BPR Sari Jaya Sedana. The sample which is the object of this research is the customer at PT. BPR Sari Jaya Sedana. The sampling technique used random sampling technique with data collection techniques in the form of questionnaires with respondents as many as 40 customers. The data analysis technique used is the validity and reliability test, the classical assumption test, the determination test, the f test, and the t-test with multiple linear regression methods. The results showed that service quality and company image had a significant positive effect on customer loyalty. Then partially, service quality and company image also have a significant positive effect on customer loyalty.

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PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN AROMANIA PARFUMERY DI KOTA BENGKULU

Jurnal Ilmiah Akuntansi, Manajemen dan Ekonomi Islam (JAM-EKIS) ◽

10.36085/jam-ekis.v4i1.1381 ◽

2021 ◽

Vol 4 (1) ◽

Author(s):

Sri Ekowati ◽

Selamat Riyadi

Keyword(s):

Service Quality ◽

Product Quality ◽

Customer Loyalty ◽

Hypothesis Test ◽

Linear Regression Analysis ◽

Sampling Technique ◽

Multiple Linear Regression Analysis ◽

Quality Product ◽

Using Data ◽

Positive Effect

ABSTRACTThis study aims to determine the effect of service quality, product quality and trust on customer loyalty aromania parfumery Bengkulu. This type of research is a survey research with a quantitative approach, the object of this research is the consumers in Aromania parfumery, which is precisely located on Jl. Kapuas Raya, Lingkar Barat, Kec. Gading Cempaka, Bengkulu City. with the sampling method, namely non-propability technique, namely insidential sampling technique. The number of respondents in this study were 105 people. The data collection method used a questionnaire. By using data analysis techniques using Multiple Linear Regression Analysis Test, and Hypothesis Test, namely test t and test f. The results of this study can be concluded that the variable service quality Aromania parfumery has a positive effect on customer loyalty, product quality has a positive effect on customer loyalty, and trust has a positive effect on customer loyalty.Keywords: Service Quality, Product Quality, Customer Trust and Loyalty.

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Pengaruh Harga dan Kualitas Pelayanan terhadap Keputusan Pembelian pada PT. Sari Melati Kencana Pematangsiantar

Jesya (Jurnal Ekonomi & Ekonomi Syariah) ◽

10.36778/jesya.v3i1.128 ◽

2020 ◽

Vol 3 (1) ◽

pp. 189-198

Author(s):

Arwin Arwin ◽

Debora Silvia Hutagalung

Keyword(s):

Service Quality ◽

Rapid Development ◽

Sampling Technique ◽

Purchasing Decisions ◽

Validity And Reliability ◽

Business World ◽

Simultaneous Test ◽

Analysis Technique ◽

Fierce Competition ◽

Positive Effect

The rapid development of the business world has resulted in increasingly fierce competition, so that various ways are used by business actors to maintain and develop a competitive advantage with its competitors. In the era of modernization like today, a practical and instantaneous lifestyle has developed which affects almost the entire human population in the world. Instant lifestyle is a lifestyle that prioritizes practicality, speed and time efficiency. For some people, fast, practical and efficient have become the main needs in their daily activities. This certainly has an effect on business competition, which is then responded by most manufacturers in designing products that suit the needs of people's instant lifestyles. A business that is influenced by people's lifestyle is the restaurant business of PT. Sari Melati Kencana Pematangsiantar. Data collection methods used in this research are questionnaires, interviews, documentation and observation. The population in this study was 40 people and the number of samples in this study was 40 people because the sampling technique in this study was the census method. The data analysis technique used was the instrument test, namely validity and reliability tests, classic assumption tests, namely normality tests and hypothesis tests, namely multiple linear regression, correlation coefficient, determination coefficient, partial test (t test), and simultaneous test (F test). The results showed that: (1) price has a positive effect on purchasing decisions, this is evidenced by the value of tcount> ttable (4.452> 2.026) with a significance value of 0.000 (sig ≤ 0.05), (2) service quality has a positive effect on the decision. purchases with tcount> ttable (7,401> 2,026) with a significance value of 0,000 (sig ≤ 0.05), (3) price and service quality have a positive effect on purchasing decisions, this is evidenced by the value of Fcount> Ftable (49.320> 3, 25) with a significance value of 0.000 (sig ≤ 0.05)

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Mendorong Loyalitas Melalui Kualitas Pelayanan dan Kepercayaan

EKOMABIS: Jurnal Ekonomi Manajemen Bisnis ◽

10.37366/ekomabis.v2i01.136 ◽

2021 ◽

Vol 2 (01) ◽

pp. 79-88

Author(s):

Irwan Kurniawan ◽

Rr Maidarti ◽

Ris Handayani

Keyword(s):

Service Quality ◽

Customer Loyalty ◽

Random Sampling ◽

Sampling Technique ◽

Primary Data ◽

Survey Method ◽

Online Data ◽

Independent Variables ◽

Independent Variable ◽

Positive Effect

Penelitian untuk mengetahui pengaruh kualitas layanan sebagai variabel independen pertama dan kepercayaan sebagai variabel independen kedua terhadap loyalitas pelanggan produk UMKM sebagai variabel dependen. Metode Survey melibatkan responden melalui teknik pengambilan sampel yang purposive non random sampling sejumlah 40 konsumen yang pernah menggunakan layanan pembelian UMKM Kuliner di wilayah Cileungsi secara online. Data primer diperoleh dengan menyebarkan kuesioner. Beberapa uji diterapkan berupa instrumen kuesioner, normalitas, dan regresi berganda. Beberapa temuan dalam penelitian adalah kedua variabel independen yaitu kualitas layanan sebagai independen pertama dan kepercayaan sebagai variabel independen kedua berpegaruh positif terhadap loyalitas sebagai variabel dependen. Abstract Research to determine the effect of service quality as the first independent variable and trust as the second independent variable on customer loyalty of MSME products as the dependent variable. The survey method involved respondents through a purposive non-random sampling technique of 40 consumers who had used online MSME culinary purchasing services in the Cileungsi area. Primary data obtained by distributing questionnaires. Several tests were applied in the form of a questionnaire instrument, normality, and multiple regression. Some of the findings in the study are that the two independent variables, namely service quality as the first independent and trust as the second independent variable, have a positive effect on loyalty as the dependent variable.

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PENGARUH PEMBERIAN INSENTIF DAN MOTIVASI KERJA TERHADAP SEMANGAT KERJA KARYAWAN (SURVEY PADA KOPTI KABUPATEN KUNINGAN)

Indonesian Journal of Strategic Management ◽

10.25134/ijsm.v1i1.840 ◽

2018 ◽

Vol 1 (1) ◽

Author(s):

Iqbal Arraniri ◽

Riza Izatunnisa

Keyword(s):

Data Analysis ◽

Work Motivation ◽

Sampling Technique ◽

Employee Morale ◽

Magnitude Effect ◽

Research Model ◽

Validity And Reliability ◽

Analysis Technique ◽

Positive Effect ◽

Descriptive Method

The purposes of this research are: (1) description of giving incentives and work motivation and morale at KOPTI Kuningan Regency (2) Influence of giving incentive to morale at KOPTI employees of Kuningan Regency (3) Influence of work motivation to morale at KOPTI employees of Kuningan Regency (4) Effect of incentive� and work motivation on employee morale at KOPTI Kuningan Regency. This research uses descriptive method. The population in this research is all employees of KOPTI Kuningan District as many as 30 people, with sampling technique using saturated sampling technique. Data were collected with questionnaires that have been tested for validity and reliability. Data analysis technique used is multiple linear regression. The results of this study show that: (1) Description of incentives and motivation� of work and morale included in being and high category. (2) Incentive has a positive effect on employee morale (3) Work Motivation has a positive effect on employee morale (4) provision of incentives and work motivation have a positive effect on morale and can be written with regression equation Ŷ = 24,861 + 0,216X1 + 0,598X2 with magnitude effect of 77.0% and the remaining 23.0% influenced by other factors outside the research model.��Keywords: Incentives, Work Motivation, Employee Morale

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Pengaruh Moticasi Ekstrinsik dan Lingkungan Kerja Terhadap Kinerja Karyawan Dengan Disiplin Kerja Sebagai Variabel Mediasi

Jurnal Ilmiah Manajemen Kesatuan ◽

10.37641/jimkes.v9i2.483 ◽

2021 ◽

Vol 9 (2) ◽

pp. 91-100

Author(s):

Dinny Febriani

Keyword(s):

Data Analysis ◽

Work Environment ◽

Extrinsic Motivation ◽

Employee Performance ◽

Hypothesis Test ◽

Validity And Reliability ◽

District Office ◽

Data Analysis Technique ◽

Analysis Technique ◽

Positive Effect

This study aims to see the effect of motivation and work environment on employee performance with work discipline as a mediating variable for the employees of the Bagelen District Office. The population for this study were employees of the Bagelen District Office, Purworejo Regency. The sample used was 45 respondents. The technique used in this research is saturated sampling. The data analysis technique used the SPSS 25 application. This study used a quantitative approach. The test instruments used in the study were validity and reliability tests. The data analysis technique used in this research is descriptive analysis, classical assumption test, normality test, multicolinearity test, heteroscedasticity test. The hypothesis test used in this study is the t test. The results showed that extrinsic motivation has a positive effect on employee performance, the work environment has a positive effect on employee performance, work discipline has a positive effect on employee performance, extrinsic motivation has a positive effect on employee performance through work discipline, the work environment has a positive effect on employee performance through work discipline. Keywords: Extrinsic Motivation, Work Environment, Work Discipline, Employee Performance.

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Pengaruh Kualitas Produk, Iklan, Elektronic Word Of Mouth Dan Citra Merek Terhadap Minat Beli Smartphone Oppo (Studi Kasus Mahasiswa Fakultas Ekonomi dan Bisnis Universitas Papua)

JFRES Journal of Fiscal Regional And Economy Studies ◽

10.36883/jfres.v4i1.42 ◽

2021 ◽

Vol 4 (1) ◽

pp. 32-36

Author(s):

Karina Monica Ersada Siagian ◽

Louis S. Bopeng ◽

Makarius Bajari

Keyword(s):

Product Quality ◽

Quantitative Research ◽

Word Of Mouth ◽

Brand Image ◽

Sampling Technique ◽

Survey Method ◽

Reliability Test ◽

Electronic Word Of Mouth ◽

Analysis Technique ◽

Positive Effect

This study aims to determine the influence of product quality, advertisements, electronic words of mouth, and brand image on Oppo smartphone buying interests. This is a quantitative research with survey method. The population in this study are students of the Faculty of Economics and Business, Universitas Papua, with sample of 105 respondents, determined by the non-probability sampling technique. The analytical method used is the validity test and the reliability test using Cronbach's Alpha. The analysis technique used is the hypothesis and the multiple linear regression. The results of this study partially indicate that (1) a product quality has no effect on Oppo smartphone buying interest, as evidenced by the t-value of -0.662 and the significant value of 0.536 > 0.05, (2) advertisements have no effect on Oppo smartphone buying interest, as evidenced by the t-value of 1.067 and the significant value of 0.289 > 0.05, (3) electronic word of mouth has a positive effect on Oppo smartphone buying interest, as evidenced by the t-value of 4.999 and the significant value of 0.000 < 0.05, (4) and brand image has a positive effect on the Oppo smartphone buying interest, as evidenced by the t-value of 4.934 and the significant value of 0.000 < 0.05. The results of this study simultaneously indicate that product quality, electronic word of mouth and brand image have a positive effect on the buying interest of Oppo smartphone with a significant value of 0,000 < 0.005

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Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Konsumen di Kedai Kaizar Lahat

GEMA : Jurnal Gentiaras Manajemen dan Akuntansi ◽

10.47768/gema.v13i2.234 ◽

2012 ◽

Vol 13 (2) ◽

pp. 85-94

Author(s):

Hayani Hayani ◽

Keyword(s):

Regression Analysis ◽

Customer Satisfaction ◽

Service Quality ◽

Product Quality ◽

Validity And Reliability ◽

Significance Level ◽

Analysis Technique ◽

Associative Design ◽

Positive Effect

This study aims to determine: (1) the effect of product quality on customer satisfaction of Kedai Kaizar Lahat (2) the quality of service on customer satisfaction of Kedai Kaizar Lahat, and (3) the effect of product quality and service quality on customer satisfaction of Kedai Kaizar Lahat. This research is a survey research with an associative design. The population in this study were all consumers of Kedai Kaizar Lahat. The sample of this research is most consumers of Kedai Kaizar Lahat in Kab. Lahat, amounting to 60 people. Data collection using a questionnaire that has been tested for validity and reliability. The data analysis technique used in this study is multiple regression analysis. The results of the study with a significance level of 5% found that (1) product quality has a positive effect on customer satisfaction, (2) service quality has a positive effect on customer satisfaction and (3) product quality and service quality have a positive and significant effect on customer satisfaction.

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The Role of Sharia Marketing in Increasing Customer Loyalty (An Empirical Study of BMT in Kudus Regency)

IQTISHADIA Jurnal Kajian Ekonomi dan Bisnis Islam ◽

10.21043/iqtishadia.v11i2.3728 ◽

2018 ◽

Vol 11 (2) ◽

pp. 285

Author(s):

Anita Rahmawaty

Keyword(s):

Data Analysis ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Significant Influence ◽

Sampling Technique ◽

Research Data ◽

Analysis Technique ◽

Research Findings

This research strives to empirically examine and analyze the influence of syariah marketing and service quality on BMT customer loyalty and satisfaction in Kudus Regency. This study was a survey research that used a quantitative approach. The research data were obtained from 250 BMT customers within Kudus Regency by using an accidental sampling technique. Meanwhile, the data analysis used a path analysis technique. The research findings revealed that: first, sharia marketing has a positive and significant influence on customer satisfaction; second, service quality has a positive and significant influence on customer satisfaction; third, sharia marketing has a positive and significant influence on customer loyalty; fourth, service quality has a positive and significant influence on customer loyalty; and fifth, customer satisfaction has a positive and significant influence on customer loyalty.

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