scholarly journals Factors Impacting Customer Loyalty to LienVietPostBank, Binh Thuan Province

2021 ◽  
Vol 8 (10) ◽  
pp. 208-212
Author(s):  
Dong Ngoc Vuong Thai ◽  
Nguyen Quoc Nghi
Keyword(s):  
Factor Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Social Responsibility ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Research Data ◽  
Affecting Factors ◽  
Factors Affecting

The objective of this study is to determine factors affecting the loyalty of individual customers to LienVietPostBank Binh Thuan. Research data are collected from 395 individual customers who are recently using services at LienVietPostBank Binh Thuan. The study applies exploratory factor analysis and multivariate linear regression. The research results have proved that positive affecting factors to the loyalty of individual customers to LienVietPostBank Binh Thuan are reliability, responsiveness, assurance, sympathy, tangible facilities, the reasonableness of service charges, social responsibility, and customer satisfaction. In which, satisfaction and sympathy have the most influence on the loyalty of individual customers to LienVietPostBank Binh Thuan. Keywords: Loyalty, individual customer, service quality, LienVietPostBank Binh Thuan.

Maintaining Customer Loyalty by Intensifying Service Quality and Customer Satisfaction in Commuter Line Jabodetabek

2019 ◽  
Vol 10 (9) ◽  
pp. 902-909
Author(s):  
Umbas Krisnanto ◽  
◽  
Conny Marpaung ◽  
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Customer Loyalty ◽  
T Test ◽  
Coefficient Of Determination ◽  
Simple Linear Regression ◽  
Significance Level

This study aims to determine and analyze the influence of Service Quality and Customer Satisfaction on Customer Loyalty in Jabodetabek Commuter Line. The sample of this study was 50 people. Methods of collecting data by distributing questionnaires. Data analysis using the analysis used is simple linear regression, t test and coefficient of determination. The results showed 1) Service Quality has a positive and significant effect on Customer Loyalty in Jabodetabek Commuter Line, with a significance level of 0.048; and supported by the results of hypothesis testing with a t-count value of 4.433 > t-table value of 1.95, with a significance of 0.048 or < 0.05; 2) Customer Satisfaction positive and significant effect on Customer Loyalty in Jabodetabek Commuter Line, with a level significance of 0,000; and supported by the results of hypothesis testing with a t-count value of 4,969 > t-table value of 1.95, with a significance of 0,000 or < 0.05, 3) Service quality and Customer Satisfaction have a positive and significant effect on Customer Loyalty in Jabodetabek Commuter Line, with a significance level of 0,000. This means that the hypothesis H0 is rejected and Ha is accepted so that it can be concluded that service quality and customer satisfaction together have a positive and significant effect on customer loyalty in Jabodetabek Commuter Line.

scholarly journals Analysis of determinant factors affecting retail business customer loyalty

2021 ◽  
Vol 5 (S3) ◽  
pp. 310-318
Author(s):  
Abdul Haris ◽  
Abdul Rahman ◽  
Yusriadi Yusriadi ◽  
Umi Farida
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Descriptive Analysis ◽  
Sem Analysis ◽  
Demographic Development ◽  
Five Dimensions ◽  
Factors Affecting ◽  
Goods And Services

Demographic development is the first field that influences the growth of retail stores. The rising population allows all goods and services to increase. To establish customer loyalty, the company must try to try to offer the highest quality in any product or service it must create a positive sense of quality in the minds of its customers. This research is a descriptive research type, trying to explain and describe each variable's conditions in detail and see the relationship or relationship between these variables. In the context of this study, the independent variables are Service Quality (X1), Relationship Marketing (X2), and Customer Satisfaction (Y), while the dependent variable is Customer Loyalty (Z). Quantitative data were analyzed using descriptive analysis and Structural Equation Modelling (SEM) analysis. Partially service quality has a significant influence on customer satisfaction in modern stores. In the sense that the quality of service provided by modern store management in Makassar City can contribute positively to customer satisfaction with the five dimensions of Tangible, Reliability, Empathy, Assurance, and Responsiveness. Direct service quality significantly influences customer loyalty, and indirect service quality has a significant effect on customer loyalty (LP) through customer satisfaction at modern stores in Makassar City.

scholarly journals Pengaruh Kualitas Layanan dan Kualitas Produk Terhadap Kepuasan Nasabah Bank

2020 ◽  
Vol 1 (02) ◽  
pp. 133-140
Author(s):  
Meli Andriyani ◽  
Riski Ardianto
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Product Quality ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Research Data ◽  
Positive Effect

The bank as a service company places great importance on satisfaction through services and products. The purpose of this study was to determine the effect of service quality and product quality on customer satisfaction. The research was conducted by distributing questionnaires to 100 respondents, namely bank customers who live and have bank accounts in the Cibubur area. The research data were analyzed using multiple linear regression analysis. The study found that service quality did not affect customer satisfaction, while product quality had a positive effect on customer satisfaction.

scholarly journals Factors affecting service quality at Vietnamese retail banks

2018 ◽  
Vol 13 (2) ◽  
pp. 39-48
Author(s):  
Tran Phi Hoang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Sustainable Growth ◽  
Important Lesson ◽  
Group Discussions ◽  
Factors Affecting ◽  
Improve Service Quality ◽  
Retail Banks ◽  
Loyal Customers

Sustainable growth and development can be the most important lesson that banks have learned in recent decades. Banks would gain many benefits, win the competition and develop sustainably if there have been more and more loyal customers. Customer satisfaction will help build customer loyalty. In order to have loyal customers, service quality must be good. Quality customer service of the bank is to ensure customer satisfaction and take their needs into consideration to improve service quality. High customer service quality will generate value not only to meet customer needs but also the expectations of customers and make banks more prominent than their competitors. This study identifies factors that affect customer satisfaction with the service quality at Vietnamese retail banks. The results are obtained by qualitative and quantitative method. The research model with a questionnaire consisting of 22 variables, 5 scales for a survey of 554 customers, is identified and developed through interviews with experts and group discussions. The findings show that customer satisfaction with the service quality at retail banks is influenced by “reliability”, “responsiveness”, “empathy”, “security”, and “tangibles”. Based on the findings, solutions for improving service quality are proposed for Vietnamese retail banks.

Customer Loyalty in Financial Sector: A case study of Commercial Banks in Southern Punjab

2014 ◽  
Vol 1 (1) ◽  
pp. 587 ◽  
Author(s):  
Syed Usman Ali Gillani ◽  
Dr. Abdul Ghafoor Awan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Commercial Banks ◽  
Perceived Value ◽  
Financial Sector ◽  
Business Environment ◽  
Comprehensive Model

By considering the intense competitiveness and prevalent challenges in the current business environment, organizations can’t survive just focusing on attracting and capturing new customer but they have to choose the strategy that help in retaining the existing customers and enhanced their loyalty to the organization. So, in the customer service based industry, satisfied customers are no longer suitable, and the businesses have to explore the new ways to flourish and promote the loyalty of customers. The current study hypothesize that customer loyalty is significantly affected by the customer satisfaction and trust of the customers. Whereas, perceived value and service quality is important determinants to create the customer satisfaction and trust. The data was collected from different customers of various banks and the hypothesize links are tested. Results indicate that there is a significant relationship between customer satisfaction and trust with customer loyalty. It is also confirmed that service quality and perceived value are important antecedents of customer satisfaction and trust. The results present a comprehensive model in the financial sector to create and manage customer loyalty.

Internet Banking Service Quality, Customer Satisfaction and Customer Loyalty

2016 ◽  
Vol 7 (1) ◽  
pp. 1-17 ◽  
Author(s):  
Pham Long ◽  
Phan Dien Vy
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Relevant Literature ◽  
Internet Banking ◽  
Three Dimensions ◽  
Online Information ◽  
System Quality ◽  
Banking Service

Service quality is one of the key factors in determining the success or failure of e-banking. To gain and sustain competitive advantages in the rival-driven e-banking market, it is thus crucial for e-banks to understand in-depth what customers perceive to be the key dimensions of service quality and what impacts the identified dimensions have on the customers' perceived overall service quality, satisfaction, and loyalty. This paper attempts, based on an extensive review of relevant literature, to provide a model integrating internet banking service quality dimensions, overall internet banking service quality, customer satisfaction and customer loyalty in the context of Vietnam - emerging as a new potential market. The findings of this study indicate that three dimensions of internet banking service quality namely online customer service quality, online information system quality and banking service product quality are found to be statistically significant in determining overall internet banking service quality. In addition, overall internet banking service quality has significant impact on customer satisfaction and in turn customer satisfaction has significant impact on customer loyalty. Implications and recommendations are discussed with the aim of improving internet banking services, customer satisfaction and customer loyalty.

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.

scholarly journals The Effect of E-Service Quality and Brand Image Toward Netflix Customer Loyalty through Customer Satisfaction

2021 ◽  
Vol 5 (1) ◽  
pp. 17-29
Author(s):  
Haura Kurniati ◽  
◽  
Agung Kresnamurti Rivai Prabumenang ◽  
Shandy Aditya ◽  
◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Quantitative Method ◽  
Brand Image ◽  
Equation Model ◽  
Research Data ◽  
Survey Method ◽  
The Past

This research aims to determine the effect of e-service quality and brand image on customer satisfaction and customer loyalty towards Netflix’s user. This research uses quantitative method and the data collection use survey method with questionnaires as the instrument. The sample of this research is 200 respondents who live in DKI Jakarta and have used Netflix in the past 6 months. Data were analyzed using software SPSS version 25 and SEM (Structural Equation Model) from Lisrel 8.8 to process and analyze the research data. The result of hypothesis testing shows that e-service quality has significant effect on customer satisfaction, but not on customer loyalty. However, e-service quality has significant effect on customer loyalty through customer satisfaction. The result also found that brand image has significant effect on both customer satisfaction and customer loyalty. And customer satisfaction has the most influence on customer loyalty

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Jasa Service Pada PT. Astra International Tbk. – Daihatsu Malalayang

2019 ◽  
Vol 8 (2) ◽  
pp. 51
Author(s):  
Gisyel Angely ◽  
Johny R. E. Tampi ◽  
Danny D. S. Mukuan
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Customer Service ◽  
Linear Regression Analysis ◽  
Analysis Data ◽  
Multiple Linear Regression Analysis ◽  
Service Satisfaction ◽  
Coefficient Of Determination

The purpose of this study was to study the effect of service quality consisting of tangible, reliability, responsiveness, assurance, and empathy strengthening towards customer satisfaction. Regarding the problem in this study, whether the service quality offered to customer satisfaction services at PT. Astra International Tbk. - Daihatsu Malalayang. This type of research is quantitative research with descriptive research. The populations in this study were all service customers at PT. Astra International Tbk. - Daihatsu Malalayang, with a sample of 99 respondents. Technique analysis data uses multiple linear regression, t test, f test, and test coefficient of determination (R2). Based on the results of multiple linear regression analysis that includes simultaneous tangible, reliability, responsiveness, assurance, and empathy strengthen the service satisfaction of customers at PT. Astra International Tbk. - Daihatsu Malalayang by 54.0%. While the variables of reliability, responsiveness, and assurance are not partial to customer service satisfaction at PT. Astra International Tbk. - Daihatsu Malalayang. And the most dominant service quality variable is empathy.

scholarly journals Factors affecting can Tho university’s brand value - approach from students

2021 ◽  
Vol 12 (2) ◽  
pp. 190-196
Author(s):  
Nguyen Quoc Nghi ◽  
Le Kim Thanh ◽  
Ngo Huynh Nhu
Keyword(s):  
Factor Analysis ◽  
Linear Regression ◽  
Exploratory Factor Analysis ◽  
Research Data ◽  
University Research ◽  
Brand Value ◽  
Factors Affecting ◽  
Factors Influencing ◽  
Training Quality ◽  
The University

The study aims to identify factors influencing the brand value of Can Tho University. Research data were collected from 340 students studying at Can Tho University. By applying the exploratory factor analysis (EFA) and multivariate linear regression, the study has indicated factors putting positive impacts on Can Tho University's brand value. They are the university's reputation, training quality, graduate prospects, and alumni. In which, the training quality has the strongest influence on the brand value of the university.

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