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

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

scholarly journals Pengaruh Kualitas Pelayanan Dan Keputusan Terhadap Loyalitas Pelanggan

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

EFFECT OF SERVICE QUALITY ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION PT. MAYBANK INDONESIA FINANCE JAKARTA BRANCH

2021 ◽  
Vol 1 (4) ◽  
pp. 202-211
Author(s):  
Hendri Hendri ◽  
Budi Haryono ◽  
Saparso Saparso
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Good Service ◽  
Purposive Sampling ◽  
Pls Analysis

This study discusses the effect of service quality on customer loyalty mediated by customer satisfaction at PT. Maybank Indonesia Finance Jakarta Branch. This research was conducted by using purposive sampling. Data analysis using Smart PLS analysis. The results of the analysis conclude that service quality does not affect customer loyalty. So it can be said, good service quality may not necessarily make the customer loyal to PT. Maybank Indonesia Finance because there are still several factors that can make customers loyal. Service quality has a positive and significant effect on customer satisfaction. So it can be said, good service quality will increase customer satisfaction with PT. Maybank Indonesia Finance. Customer Satisfaction has a positive and significant influence on Customer Loyalty. So it can be said, increasing customer satisfaction will make customers more loyal to PT. Maybank Indonesia Finance. Customer satisfaction can mediate the effect of service quality on customer loyalty. So it can be said, if the quality of service provided is getting better, it will form high customer satisfaction in the minds of customers, then this will further increase customer loyalty at PT. Maybank Indonesia Finance.

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

2018 ◽  
Vol 15 (2) ◽  
pp. 210-231
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.

PENGARUH KUALITAS PELAYANAN TELLER TERHADAP LOYALITAS NASABAH TABUNGAN IB HASANAH DI BNI SYARIAH KANTOR KAS JATINANGOR

2018 ◽  
Vol 1 (2) ◽  
pp. 1-11
Author(s):  
Anisa Wulan Sari ◽  
Nur’aeni Nur’aeni
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quantitative Approach ◽  
Coefficient Of Determination ◽  
Saving Account ◽  
Descriptive Method ◽  
Correlation Level

The purpose of this research is to know whether there is influence of teller service quality on customer loyalty of iB hasanah savings in BNI Syariah Jatinangor Cash Office. The research used descriptive method with quantitative approach. The main source of research is questionnaires distributed to 46 respondents. Data is processed with the help of IBM SPSS Statistic 23.The result of research shows that the correlation level of influence of teller service quality on customer loyalty of iB hasanah saving account is 0,326 and is in low category. The result of the calculation of Test Z, known that Zhitung> Ztabel or 2.184> 1.64. This means that H0 is rejected and H1 is accepted, meaning there is influence between teller service quality to customer loyalty saving iB hasanah in BNI Syariah Jatinangor Cash Office. The coefficient of determination obtained is 0.106 or 10.6%, it means that in general the quality of service contributes influence of 10.6% to customer loyalty. While the rest as much as 89.4% influenced by other factors such as promotion mix, price and so forth.This research reveals that customers expect not to wait long to get teller service so it is suggested if under certain conditions (crowded atmosphere) teller more than one person. There is further research to know other factors that influence customer loyalty besides quality of service of teller like promotion mix, price and others in order to know other factor which more influence customer loyalty.

PENGARUH KUALITAS PELAYANAN, KEPUASAN NASABAH DAN CITRA PERUSAHAAN TERHADAP LOYALITAS NASABAH PT. BANK CENTRAL ASIA TBK KANTOR CABANG PONDOK GEDE PLAZA

2019 ◽  
Vol 7 (1) ◽  
Author(s):  
Iwan Kurniawan Subagja ◽  
Putri Herlanies Susanto
Keyword(s):  
Quality Of Service ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Corporate Image ◽  
Good Relationship ◽  
Image Variables ◽  
Variable Quality

<p><em>This study aims to invest</em><em>i</em><em>gate whether there is an influence of service quality on customer loyalty, determine whether there is an influence of customer satisfaction on customer loyalty, find out if there is partial effect between corporate image on customer loyalty and determine whether there are influence service quality, customer satisfaction and corporate image of the customer loyalty. </em><em>S</em><em>tudy sample in this research </em><em>is 60 a sample and the technical sampling</em><em> using</em><em> </em><em>incidental sampling. Analysis of data using multiple linear regression.</em><em></em></p><em>The analysis showed that the effect of service quality on customer loyalty and has a significant relationship, customer satisfaction variables found to influence positive but not significant and the Corporate's image variables showed no effect on customer loyalty. Variable quality of service, customer satisfaction, and corporate image have influence and have a significant level of good relationship on customer loyalty.</em>

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

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.

scholarly journals Kepuasan Pasien Rawat Inap Ditinjau dari Kualitas Pelayanan, Harga dan Fasilitas di Lumajang

2019 ◽  
Vol 9 (1) ◽  
pp. 30-42
Author(s):  
Sukma Irdiana
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Linear Regression ◽  
Service Quality ◽  
Research Method ◽  
Coefficient Of Determination ◽  
Class Iii ◽  
Independent Variables ◽  
Variable Quality

The purpose of this study was to determine the effect of service quality, price and facilities on the satisfaction of class III inpatients, both partially and simultaneously. This research was conducted at Wijaya Kusuma Lumajang Hospital. The research method used in this study is Multiple Linear Regression. The results of this study indicate that partially the variable quality of service has a significant effect on the satisfaction of class III inpatients at Lumajang Wijaya Kusuma Hospital. Whereas for the price variable and facility variable there is no significant effect on the satisfaction of class III inpatients at Lumajang Wijaya Kusuma Hospital. From the results simultaneously, the variables of service quality, price and facilities have no significant effect simultaneously on the satisfaction of class III inpatients at Wijaya Kusuma Lumajang Hospital with a coefficient of determination (adjusted R2) obtained at 0.167. This means that 16.7% of patient satisfaction can be explained by independent variables, namely service quality, price and facilities, while the remaining 83.3% patient satisfaction is influenced by other variables not examined in this study. The limitations of this study are only examining the effect of variable service quality, price and facilities on patient satisfaction, while other variables that influence patient satisfaction are expected to be investigated by future researchers.

scholarly journals PENGARUH STRATEGI PEMASARAN DAN PELAYANAN PERGURUAN TINGGI TERHADAP KEPUASAN PELANGGAN PROGRAM UNGGULAN STRATA SATU (S1) SEKOLAH TINGGI ILMU ADMINISTRASI MANDALA INDONESIA (STIAMI)

2018 ◽  
Vol 13 (1) ◽  
pp. 105-126
Author(s):  
Suparman Suparman
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Engineering Research ◽  
Marketing Variables ◽  
Variable Quality

This study aims to determine the Effects of Marketing Strategies and Customer Satisfaction Quality Of Service / Student. Samples are 32 respondents drawn from a population of 36 students with Saturated sampling method. Data collection using questionnaire techniques, engineering research questionnaires, and observation. Processing of primary data using Analytical Methods Descriptive Analysis Method. From the discussion following results were obtained:First, There is the influence of Marketing (X1) on Customer Satisfaction / Student (Y) . Marketing significant value in the variable is equal to 0.966 (<0.05) which means that there is no influence of marketing variables partially on Customer Satisfaction. So H0 is rejected H1 is accepted. There is the influence of Quality of Service (X2) are positive and significant impact on Customer Satisfaction / Student (Y) . The value of significance in the variable quality of service is equal to 0.000 (< 0.01), which means with a confidence level of 99 percent variable partial Service Quality Customer Satisfaction is very real influence . So H0 H1 is rejected. There is positive and significant, Marketing Variables (X1) and Quality of Service (X2) jointly against Employee Morale (Y). Through the significance test using the F distribution, obtained Significance calculated F of 0.000 ( < 0.05 ) . This means that H0 is accepted or rejected H1. And the value of the coefficient of determination obtained with SPSS calculation amounted to 0.718. This indicates that 71.8 % of this value indicates that the total variation influences all independent variables to variable Quality Customer / Students. The influence of other variables beyond the variables studied was 28.2 percent. variables beyond the variables studied was 28.2 percent .Secondly, Strategy Marketing and Service Quality, both individually and jointly influence on customer satisfaction / student.

scholarly journals The Influence Of Trust And Service Quality On Loyalty Through Customer Satisfaction At State-Owned Banks In Makassar City

2020 ◽  
Vol 3 (1) ◽  
pp. 36-48
Author(s):  
Litami Aprilia ◽  
Jumidah Maming ◽  
Erlina Pakki
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Service Sector ◽  
Banking Industry ◽  
The Public ◽  
Multiple Tests

The Banking Industry is one of the industries in the service sector that collects funds from the public and channels them back in the form of credit to the public, so the need to provide trust, quality of service, satisfaction so as to increase loyalty to state-owned banks in Makassar. This study aims to determine the effect of trust on satisfaction, service quality on satisfaction, trust on customer loyalty, service quality on customer loyalty, satisfaction on customer loyalty, trust on customer loyalty through customer satisfaction, and service quality on customer loyalty through customer satisfaction. Data was collected through observation, questionnaires, and documentation and analyzed through validity, reliability, classic assumption tests, path analysis and multiple tests. The results showed that trust had a positive and significant effect on customer satisfaction. Service quality has a positive and not significant effect on customer satisfaction. Trust has a positive and not significant effect on customer loyalty. Service quality has a positive and not significant effect on customer loyalty. There is a positive and significant influence on customer loyalty in state-owned banks in Makassar. Trust has a positive and significant effect on customer loyalty through customer satisfaction. Quality of service affects customer loyalty through customer satisfaction at state-owned banks in Makassar.

scholarly journals Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan Loyal

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%.

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