scholarly journals 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 ◽  
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.

scholarly journals Pengaruh Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Nasabah di Bank Muamalat Indonesia Kantor Cabang Yogyakarta

2019 ◽  
Vol 2 (1) ◽  
pp. 136
Author(s):  
Annas Syams Rizal Fahmi ◽  
Faridl Noor Hilal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
T Test ◽  
Good Communication ◽  
Branch Office ◽  
Positive Effect ◽  
Customer Satisfaction And Loyalty

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.

scholarly journals Pengaruh Keunggulan Produk Pembiayaan Murabahah, Rahn Dan Penerapan Nilai-Nilai Islam Dengan Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada PT BPR Syariah Lantabur Tebuireng Kantor Cabang Gresik

2020 ◽  
Vol 2 (2) ◽  
pp. 93-108
Author(s):  
Guffron Abdul Azis ◽  
Mukhamad Roni ◽  
Taufiq Anshori
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Total Sample ◽  
Primary Data ◽  
Significant Positive Effect ◽  
Negative Effect ◽  
Positive Effect ◽  
Islamic Values

The objectives of this research were to find the influence of murabahah, rahn financing product superiority and the application of Islamic values ​​with quality of service to customer satisfaction in Islamic banks (PT BPR Syariah Lantabur Tebuireng Cabang Gresik). The approach of this research was quantitative using primary data. The sample in this research were customers of PT BPR Syariah Lantabur Tebuireng Cabang Gresik. With the sampling technique using non-probability sampling, so the authors get a total sample of 75 respondents. Analysis of the data in this research using Smart PLS 2.0 analysis tools. The results showed that Murabahah Financing a significant positive effect on Service Quality. Rahn had a significant positive effect on service quality. Islamic values ​​had a positive and not significant effect on service quality. Service Quality had a significant positive effect on Customer Satisfaction. Murabahah Financing had no significant negative effect on Customer Satisfaction. Rahn had a significant positive significant effect on Customer Satisfaction. Islamic values ​​had an insignificant negative effect on customer satisfaction. From the results of the path test, intervening variables it was service quality proven to be able to mediate the relationship between, Murabahah Financing, Rahn and Islamic Values ​​on customer satisfaction of PT BPR Syariah Lantabur Tebuireng Cabang Gresik. Keywords: Murabahah, Rahn, Islamic Values, Service Quality, Customer Satisfaction.

scholarly journals PENGARUH KEPUASAN PELANGGAN SEBAGAI VARIABEL MEDIASI HARGA DAN KUALITAS PELAYANAN TERHADAP REPEAT BUYING (Studi Pada Pelanggan Barbershop di Kota Malang)

2020 ◽  
Vol 13 (2) ◽  
pp. 131
Author(s):  
Achmad Zaini ◽  
Diana Eka Poernamawati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Analytical Tool ◽  
Partial Least Square ◽  
Least Square ◽  
Significant Positive Effect ◽  
Pls Analysis ◽  
The Relationship ◽  
Positive Effect

This study aims to analyze the variables of price and quality of customer in influencing repeat buying both directly and indirectly through variable of customer satisfaction. The analytical tool used in this study is Partial Least Square (PLS) analysis. The results showed several findings that were consistent with previous studies. The price variable has a significant positive effect on Barbershop customer satisfaction The service quality variable has a significant positive effect on customer satisfaction Variable customer satisfaction has a significant effect on repeat buying Price variable has no significant effect on repeat buying. Price variable has a significant positive effect on repeat buying through customer satisfaction variables The customer satisfaction variable is a full mediator. Service quality variable has a significant positive effect on repeat buying Service quality variable has a significant positive effect on repeat buying through customer satisfaction variables Variable customer satisfaction is a partial mediator. The relationship between the variables involved are: price, service quality, customer satisfaction and repeat buying of 89.56%,

scholarly journals Service Quality, Customer Satisfaction, and Company Image towards Customer Loyalty At Pt. Gajah Gotra Bali

2020 ◽  
Vol 11 (09) ◽  
Author(s):  
Anak Agung Istri Setiari JMH ◽  
Anak Agung Putu Agung ◽  
I Wayan Sujana ◽  
Nengah Landra
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Positive Effect ◽  
High Level ◽  
The Relationship ◽  
Positive Effect

The high level of competition causes several companies experiencing business bankruptcy. In the last 6 years, based on data from several Bali Branch Logistics Associations, it shows a decrease in the number of association members. This study aims to analyze and determine the effect of service quality, customer satisfaction, company image on customer loyalty at PT. Gajah Gotra Bali. The research was conducted on 100 employees through interviews and questionnaires. Data were analyzed using the Smart PLS-SEM version 23.0 program. The results showed that service quality has a significant positive effect on customer satisfaction, company image and customer loyalty. Customer satisfaction has a significant positive effect on customer loyalty. Company image has no effect on customer loyalty. Customer satisfaction is able to mediate the service quality relationship to customer loyalty. Company image is not able to mediate the relationship between service quality and customer loyalty.

scholarly journals Influence of Service Quality, Innovation, Price, Promotion on Customer Satisfaction and Customer Loyalty

2021 ◽  
pp. 125-134
Author(s):  
Yuliana Hapsari ◽  
◽  
Usep Suhud ◽  
Saparuddin Mukhtar ◽  
◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Theme Park ◽  
Significant Positive Effect ◽  
Price Promotion ◽  
Positive Effect

Tired of the Covid-19 pandemic, many people are in a dilemma and confused about where to go on vacation; besides, people are still considering going to the desired tourist attractions. In such conditions, public interest in theme parks is growing. The purpose of this study is to determine the effect of service quality, innovation, price, promotion on customer satisfaction. In this study, customer satisfaction is considered as the intervening variable that has an impact on customer loyalty. The object of study is Ancol Dreamland Park – a top-rated theme park for traveling in Jakarta (Indonesia). Participants in this study were visitors who had come to the Ancol Dreamland Park during the Covid-19 pandemic more than once, were 17 years old and over, and were domiciled in Greater Jakarta. The sample consisted of 200 respondents: 101 females (50.5%) and 99 males (49.5%). The research methodology is based on the use of the quantitative method and causal research. For data analysis, the authors use the SEM (Structural Equation Model), SPSS (Statistical Program for Social Science), and Amos 26 software. The results of this study show that service quality, innovation, price perception, promotion have a significant positive effect on customer satisfaction. Along with this, customer satisfaction has a significant positive effect on customer loyalty. So, the increase in customer satisfaction leads to an increase in customer loyalty, although this increase may not be felt immediately. However, customer satisfaction is a good strategy for the future, because customers will want to visit this theme park again and share their positive feedback with other people. These findings should guide the management of such amusement parks to improve the quality of services. In particular, the quality of service can be improved by paying attention to cleanliness, health, and visitor safety, which are very much needed during this COVID-19 pandemic.

scholarly journals The Mediating Effects of Customer Satisfaction in the Relationship between ATM Service Quality and Customer Loyalty – A Case Study from Bank of Kigali

2020 ◽  
Vol 5 (4) ◽  
Author(s):  
Alexis Nshimiyimana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
International Markets ◽  
Primary Data ◽  
Mediating Effects ◽  
The Social ◽  
The Relationship

The current competition from both national and international markets has created a new assignment for companies to give serious consideration to providing a high quality of service to satisfy and maintain customers. This paper aimed to analyze the effects of ATM service quality on customer satisfaction and customer loyalty. The Bank of Kigali has been chosen as a case in this research. For this investigation, primary data was collected from 284 respondents from Bank of Kigali through a structured questionnaire. Collected data were analyzed with SPSS (Statistical Package for the Social Sciences, 23.0) according to the objectives of the present research. Results of the statistical analysis indicate that the age group of 26-35 dominates with 59.2% of total respondents, with males showing dominance in terms of gender with 75% and 54.2% of respondents being graduates. The study reveals that there is a significant relationship observed between service quality and customer satisfaction, and customer satisfaction and customer loyalty. However, an insignificant relationship has been observed between service quality and customer loyalty. Therefore, the Bank of Kigali must maximize the quality of services offered to its customers through ATMs to create a good brand image and gain loyalty from users.  

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

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

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.

ANALISA DAMPAK KEPUASAN PELANGGAN DALAM HUBUNGAN ANTARA ORIENTASI PELAYANAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN SALON MUSLIMAH

2021 ◽  
Vol 8 (3) ◽  
pp. 297
Author(s):  
Ibnu Jauzi ◽  
Ari Prasetyo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Orientation ◽  
Service Companies ◽  
The Impact ◽  
The Relationship ◽  
Pls Method

ABSTRAKLoyalitas pelanggan merupakan hal yang harus diutamakan perusahaan jasa dalam menjalankan bisnisnya. Tanpa adanya pelanggan yang loyal terhadap perusahaan maka sustainbility perusahaan tersebut akan terancam. Penelitian ini bertujuan untuk meneliti dampak orientasi pelayanan dan kualitas pelayanan terhadap loyalitas pelanggan melalui kepuasan pelanggan pada salon muslimah di Kota Kediri. Apakah dalam mencapai loyalitas pelanggan harus melalui kepuasan pelanggan atau tidak. Penelitian ini menggunakan pendekatan kuantitatif dengan metode SEM PLS. Pengujiannya dilakukan menggunakan aplikasi SmartPLS 3.0 dengan kategori responden yaitu pelanggan yang telah merasakan produk salon muslimah di Kota Kediri. Hasil penelitian menunjukkan adanya efek moderasi kepuasan pelanggan dalam hubungan orientasi dan kualitas pelayanan terhadap loyalitas pelanggan.Hal tersebut mengindikasikan bahwa orientasi dan kualitas pelayanan yang dilakukan oleh salon muslimah di Kota Kediri bisa dikategorikan baik sehingga membuat para pelanggannya menjadi loyal.Kata Kunci: Loyalitas Pelanggan, Orientasi Pelayanan, Kualitas Pelayanan, Kepuasan Pelanggan, Salon Muslimah. ABSTRACTCustomer loyalty is something that must be prioritized by service companies in running their business. Without customers who are loyal to the company, the company's sustainability will be threatened. This study aims to examine the impact of service orientation and service quality on customer loyalty through customer satisfaction at Muslimah salons in Kediri. Whether to achieve customer loyalty must go through customer satisfaction or not. This study uses a quantitative approach with the SEM PLS method. The test was carried out using the SmartPLS 3.0 application with the respondent category, namely customers who have experienced Muslim salon products in Kediri. The results showed that there was a moderating effect of customer satisfaction in the relationship between orientation and service quality on customer loyalty. This indicates that the orientation and quality of service carried out by muslimah salons in Kediri City can be categorized as good so that it makes its customers loyal.Keywords: Customer Loyalty, Service Orientation, Service Quality, Customer Satisfaction, Muslimah Salon.

scholarly journals Analysis of Halal Certification Renewal Service Quality and Their Effect on the Customer’s Satisfaction and Loyalty in Yogyakarta (Case Study in Meatball Stall)

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%.

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