scholarly journals Determinants of Consumer Loyalty with the Servqual Model at Franchised Pharmacies in the City of Surabaya

2022 ◽  
Vol 05 (01) ◽  
Author(s):  
Soleh Hanafi Ihsan ◽  
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Quantitative Method ◽  
Sampling Technique ◽  
Consumer Loyalty ◽  
Factors Influencing ◽  
The City

This study purposes to know the factors influencing loyalty of consumer at franchised pharmacies in the City of Surabaya passing through satisfaction variable of consumer as intervening variable. This research used quantitative method namely path analysis. Sampling technique was carried out according to accidental by taking respondents who happened to be at the research place. Collecting data in this study exerted was distributing questionnaires. The result of study showed that the dimension of service quality that are tangible, reliability, responsiveness, assurance, empathy which effected on consumer loyalty through the satisfaction of consumer as intervening variable to franchised pharmacies. To increase loyalty of consumer, the person in charge of the pharmacy should focus on improving tangible, reliable, assurance and empathy variables that proven to have an effect on loyalty of consumer at the company’s franchised pharmacies.

scholarly journals PERAN KEPUASAN KONSUMEN MEMEDIASI PENGARUH HARGA TERHADAP LOYALITAS KONSUMEN DALAM BERBELANJA CLOTHING ONLINE MELALUI INSTAGRAM

2019 ◽  
Vol 8 (9) ◽  
pp. 5672
Author(s):  
Ni Luh Putu Anindya Putri Maharani ◽  
Ni Wayan Ekawati
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Consumer Loyalty ◽  
Analysis Method ◽  
The City

The purpose of this study is to explain customer satisfaction and prices as predictors of consumer loyalty in shopping for clothing online in the city of Denpasar. This data collection uses a questionnaire with purposive sampling technique on 88 respondents in Denpasar City, there are 11 indicators and use the Path analysis method. The results show that prices have a positive and significant effect on consumer satisfaction and consumer loyalty to clothing online, customer satisfaction is able to mediate. Respondent data that can be directly seen is that prices have a positive and significant influence on customer loyalty, prices have a positive and significant influence on customer satisfaction, customer satisfaction has a positive and significant influence on customer loyalty, customer satisfaction acts as an intervening variable between price and customer loyalty . Keywords: consumer satisfaction, price and consumer loyalty

scholarly journals E-SATISFACTION DAN E-TRUST BERPERAN DALAM MEMEDIASI PENGARUH E-SERVICE QUALITY TERHADAP E-LOYALTY PADA SITUS E-COMMERCE BLIBLI.COM

2020 ◽  
Vol 9 (7) ◽  
pp. 2683
Author(s):  
Ni Putu Indah Pradnyaswari ◽  
Ni Made Asti Aksari
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Success Factor ◽  
Consumer Loyalty ◽  
The People ◽  
Study Population ◽  
Online Consumer

One of the success factor of an e-commerce company is its online consumer loyalty (e-loyalty) because e-loyalty can influence repurchase decision and product recommendation. It is important for e-commerce companies to offer the best quality of electronic services (e-service quality) because e-service quality can influence consumers satisfaction and trust, which in turn resulting in customer loyalty. This research was conducted on an e-commerce site Blibli.com, with the people of Bali Province who have made purchases on Blibli.com as the study population. Purposive sampling technique was used to determine the sample size of 130 people used in this study, while path analysis and Sobel test was used to analyse the data. Research results show that e-service quality positively and significantly affect e-satisfaction, e-trust and e-loyalty. E-satisfaction and e-trust have a positive and significant effect on e-loyalty. Results of this study also show that e-satisfaction and e-trust can mediate the influence of e-service quality on e-loyalty. Keywords : e-loyalty, e-satisfaction, e-trust, e-service quality

scholarly journals Loyalty and Segmentation of Fresh Milk Consumers in Salatiga City

2021 ◽  
Vol 5 (1) ◽  
Author(s):  
Sonianto Sonianto ◽  
Maria Maria
Keyword(s):  
Service Quality ◽  
Sampling Technique ◽  
The Elderly ◽  
Survey Method ◽  
Consumer Loyalty ◽  
Descriptive Research ◽  
Fresh Milk ◽  
Quantitative Descriptive ◽  
The City ◽  
Research Type

Fresh milk in Salatiga is a popular drink for the community, from children to the elderly. Therefore, fresh milk consumer loyalty is needed so that the fresh milk business continues to run even though there are many modern drinks nowadays. This study aims to determine the effect of price, cosmopolitan level, service quality and sales location on consumer loyalty and to determine the segmentation of fresh milk consumers in the city of Salatiga. The research location purposively was chosen with the consideration that Sugar Damai Kartini and Sugar Milk Moo focused on selling fresh milk drinks. This research used a quantitative descriptive research type with a survey method. The sampling technique used purposive sampling. The number of respondents in this study were 50 respondents who were consumers of fresh milk at Sugar Damai Kartini and Sugar Milk Moo. The results showed that the cosmopolitan level (X2) and service quality (X3) had a significant effect on customer loyalty (Y). Meanwhile, price (X1) and sales location (X4) do not have a significant effect on consumer loyalty (Y) fresh milk in Salatiga City. Potential consumers of fresh milk are in the second cluster with the characteristics of men having the youngest age and the smallest income level compared to other clusters and having student status with high school education. this student. 

scholarly journals PENGARUH BAURAN PROMOSI, KUALITAS PELAYANAN, DAN CITRA PERUSAHAAN TERHADAP KEPUASAN JAMAAH UMROH AL-SHAHBA MALANG MELALUI KEPERCAYAAN JAMAAH SEBAGAI VARIABEL INTERVENING

2020 ◽  
Vol 14 (2) ◽  
pp. 161-172
Author(s):  
Maulidia Wulan Anggraini ◽  
Tin Agustina Karnawati ◽  
Widi Dewi Ruspitasari
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Path Analysis ◽  
Significant Influence ◽  
Sampling Technique ◽  
Corporate Image ◽  
Coefficient Of Determination ◽  
Purposive Sampling ◽  
Independent Variables ◽  
Variable Population

The purpose of the research is to determine the effect of the promotion mix, service quality, and company image toward satisfaction of Al-Shahba Malang pilgrims through the pilgrims’ trust as an intervening variable. Population of this research is based on consumer who choosing and using Al-Shahba Malang’s umrah package in 2016-2018 as many 276 people. Sample used in this research covers 163 consumer using purposive sampling technique. In this research, the data collection techniques is by questionnaires, interviews, observations, and documentations. The data gained from questionnaires was analyzed by using instrument test, path analysis, hypoteshis testing and the coefficient of determination with SPSS 21.0 version. The research proves that the three independent variables : promotion mix, service quality, and corporate image, has a positive and significant influence on the pilgrims’ trust. The promotion mix, service quality, and corporate image has a positive and significant influence on the pilgrims’ satisfaction. The pilgrims’ trust has a positive and significant influence on the pilgrims’ satisfaction. And the promotion mix, service quality, corporate image has a positive and significant indirect influence on the pilgrims’ satisfaction through pilgrims’ trust as an intervening variable.

scholarly journals KUALITAS PRODUK DAN KUALITAS PELANAN SEBAGAI ANTASEDEN KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN (Studi Pada Pelanggan Waroeng Spesial Sambal “SS” Cabang Veteran Yogyakarta)

2020 ◽  
Vol 9 (1) ◽  
pp. 14
Author(s):  
Alo Rahmawati Mulyana ◽  
Hendro Setyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Customer's Loyalty ◽  
The City

 The aim of study is to  analyze about effect  product  quality  and  service  quality  on customer’s satisfaction to build customer’s loyalty at Waroeng Spesial Sambal “SS” in the branch of Veteran Yogyakarta. Population in this study are all consumers who make  purchases at Waroeng Spesial Sambal “SS” the branch in the  branch of Veteran Yogyakarta. While the sample  in  this  study  is a portion of consumers who have  made  purchases at least twice in the past year. The sampling technique uses purposive sampling. The data  used in this study is primary data. The number  of studies  in  this  study were  sixty  samples  in  the  city of Yogyakarta which  were processed  using  multiple linear regression  analysis  and mediation analysis  using SPSS 20 for windows. The results of the analysis in this study are: product quality dosen’t have a significant effect on customer satisfaction,  service quality has a significant effect on customer satisfaction, customer satisfaction doesn’t have a significant effect on customer loyalty, product quality  dosen’t  have a significant  effect on  customer loyalty and service quality has a significant effect on customer loyalty of the two independentvariables dosen’t indicate a mediating  relationship  with  customer  satisfaction as a mediator variable.

Pengaruh Kualitas Layanan Terhadap Tingkat Kepuasan Masyarakat Pada Kantor Imigrasi Bengkalis

2020 ◽  
Vol 9 (1) ◽  
pp. 102-114
Author(s):  
Muhammad Fadhil Junery ◽  
Nur Asyira
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Quantitative Method ◽  
Central Government ◽  
Sampling Technique ◽  
Community Satisfaction ◽  
Convenience Sampling

This research aims to determine the immigration office services providing services to the community and how much influence the quality of immigration office services on the level of community satisfaction. This research uses a descriptive quantitative method. The population in this research amounted to 21613 people. While sampling uses the Slovin formula with convenience sampling technique so that a sample of 100 people is obtained. Data collection techniques used were observation, interviews, documentation, questionnaires and literature studies. The results of this research are that the service at the Bengkalis Immigration Office has been well fulfilled based on the determination of the central government. Then the service quality of Bengkalis Immigration Office has a significant effect on the level of community satisfaction with a percentage of influence of 68.6% and the remaining 31.4% is influenced by other variables.

scholarly journals PENGARUH E-PRICE DAN E-TRUST TERHADAP E-LOYALTY PADA ERA PANDEMIK

2021 ◽  
pp. 99
Author(s):  
Ida Bagus Gde Indra Wedhana Purba ◽  
I Gusti Ayu Tirtayani
Keyword(s):  
Data Analysis ◽  
Path Analysis ◽  
Research Method ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Consumer Loyalty ◽  
Purposive Sampling ◽  
Online Marketplace ◽  
Analysis Technique

As time has developed, many e-commerce platforms exist in Indonesia, so that competition in maintaining consumer loyalty on an e-commerce website often occurs. This study aims to determine the effect of e-price and e-trust on e-loyalty and the role of e-trust in mediating it. The research method used is quantitative and using questionnaire. The population used in this study are consumers who have ever shopped online through the Indonesian online marketplace who are domiciled in the province of Bali. The sampling technique in this study was purposive sampling and accidental sampling and a sample of 120 respondents. The data analysis technique used is descriptive analysis and path analysis. The result of this research is that Shopee is e-commerce with the biggest enthusiasts in Bali. E-price and e-trust have a positive and significant effect on e-loyalty, and e-price has a positive and significant effect on e-trust, e-trust can mediate the effect of e-price on e-loyalty. This research is expected to be able to provide input to further researchers, e-commerce providers, sellers who sell in e-commerce, and customers. Providing reasonable prices, security in transactions, trust in online vendors, will certainly increase consumer loyalty, either by not moving to other e-commerce and recommending it to others.

scholarly journals PENGARUH SERVQUAL TERHADAP KEPUASAN YANG BERDAMPAK PADA LOYALITAS PENGGUNA E-WALLET (OVO)

BISMA ◽  
2020 ◽  
Vol 14 (1) ◽  
pp. 48
Author(s):  
Bob Foster
Keyword(s):  
Service Quality ◽  
Direct Effect ◽  
Random Sampling ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Consumer Loyalty ◽  
Verification Method ◽  
Digital Wallet

The purpose of this study is to analyze the direct effect of service quality on satisfaction, the direct effect of service quality and satisfaction on loyalty, the direct effect of satisfaction on loyalty, and the indirect effect of service quality on the loyalty of the users of e-wallet or digital wallet application (Ovo). The research sample consisted of 100 respondents taken by convenience random sampling technique. This research used a descriptive verification method. Data were analyzed using structural equation modeling run by Lisrel 8.80 software. The results showed that service quality and satisfaction had a positive and significant effect on loyalty, service quality had a positive and significant effect on satisfaction, and service quality had a positive and significant effect on loyalty as mediated by satisfaction. These results indicate that increasing service quality will increase consumer satisfaction, which finally increases consumer loyalty. Keywords: loyalty, satisfaction, service quality

scholarly journals Optimalisasi Kinerja Amil Melalui Budaya, Kreativitas, Sarana Prasarana dan Kepercayaan Pada Lembaga Amil Zakat (LAZ) di Kota Pekanbaru

2015 ◽  
Vol 1 (1) ◽  
pp. 79-90
Author(s):  
Jhonny Ardan Mardan
Keyword(s):  
Organizational Culture ◽  
Random Sampling ◽  
Quantitative Method ◽  
Sampling Technique ◽  
Faith Community ◽  
Stratified Random Sampling ◽  
Independent Variable ◽  
Culture Performance ◽  
The City ◽  
Community Infrastructure

Abstract: Issues raised in this study is the performance of the Institute Amil Zakat Zakat (LAZ) in Pekanbaru. The variables of this research is the influence of Organizational Culture, Creativity, Infrastructure and Communities Trust (the independent variable) and Amil performance (the dependent variable). The purpose of this study is to identify and analyze (1) the influence of the Influence of Organizational Culture Performance Amil, (2) the effect on the performance of Amil Creativity, (3) the effect on the performance of Amil Infrastructure, (4) the effect of Societies Trust Amil performance, (5 ) and the influence of Organizational Culture, Creativity, and Faith Community Infrastructure jointly on the performance of Amil. Object of this study is four Institute Amil Zakat (LAZ) are located in the city of Pekanbaru, LAZ Swadaya Ummah, LAZ Rumah Zakat, LAZIS Muhammadiyah and LAZNAS Chevron Rumbai, the number of Amil  Zakat at 157 persons. The method used in this study is a quantitative method, and the entire sampling technique using proportional stratified random sampling technique. The results showed that the t value of 2.015 organizational culture variables is greater than t table (α / 2, n-2) = 2.000 means (2.015> 2.000 = Ho is rejected). For creativity variables (2.605> 2.000 = Ho rejected) means no influence on the performance of amyl creativity. T value of infrastructure variables (2.038> 2.000 = Ho rejected) no effect on the performance of amyl infrastructure. Last on the trust variables (2.178> 2.000 = Ho rejected) no effect on the performance of amyl confidence. Then the variable Organizational Culture, Creativity and Infrastructure and the trust jointly significant effect on the performance of the Institute Amil Amil Zakat (LAZ) in Pekanbaru which is equal to 0.507 or 50.7%.   Keywords: Culture, Creativity, facilities and infrastructure,  trust, performance Amil.

scholarly journals PENGARUH KUALITAS PELAYANAN, CITRA MEREK DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN LOGISTIK PADA PT. TIKI JALUR NUGRAHA EKAKURIR (JNE) DI KOTA GRESIK

MANAJERIAL ◽  
2018 ◽  
Vol 4 (2) ◽  
pp. 41
Author(s):  
RETNO AYU MULFI
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Literature Review ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Customer Loyalty ◽  
Brand Image ◽  
Sampling Technique ◽  
The City

This study aims to examine the effect of Service Quality, Brand Image and Customer Satisfaction on Logistics Customer Loyalty at PT. Tiki Track Nugraha Ekakurir (JNE) in the City of Gresik. Then a literature review and the preparation of hypotheses were carried out, data were also obtained from questionnaires on 96 Gresik people who had used PT. Tiki Nugraha Ekakurir Line (JNE) using nonprobability sampling technique. Testing is done using multiple linear regression. The results of the analysis show that service quality significantly affects customer loyalty, brand image significantly influences customer loyalty and customer satisfaction significantly influences customer loyalty.

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