scholarly journals Servicescape and Service Quality in Creating Customer Loyalty

2021 ◽  
Vol 2 (4) ◽  
pp. 274-281
Author(s):  
Aldina Shiratina ◽  
Adnan Rajak ◽  
Yanto Ramli ◽  
Nuri Putria Nirba Nirwana
Keyword(s):  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Customer Loyalty ◽  
Quantitative Method ◽  
Quality Service ◽  
Unit Of Analysis ◽  
Significance Level ◽  
The Impact ◽  
Method Approach

The development of cooperatives is currently starting to stagnate. This study aims to reveal this research. This research aims to analyze the effect of Servicescape on customer loyalty, the impact of Servicescape on service quality, the impact of service quality on customer loyalty, and the impact of Servicescape on customer loyalty mediated by service quality. This research uses a quantitative method approach. The unit of analysis in this study was all female members of the Padalarang Partnership Village Cooperative in 2016, totaling 125 people consisting of active and passive female members. The population in this study amounted to 125 people and a set precision or a significance level of 0.05, so the sample size in this study was 95 members as respondents. This study was analyzed using multiple linear regression for verification analysis. The findings in this study are Servicescape affects service quality, service quality affects the loyalty of female members, and Servicescape affects the loyalty of female members.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA BANK NAGARI CABANG LUBUK SIKAPING

2019 ◽  
Vol 3 (2) ◽  
pp. 116-128
Author(s):  
Yurasti Yurasti
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Linear Regression Method ◽  
Literature Study ◽  
Significance Level ◽  
Level Of Satisfaction ◽  
The Impact

THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION WITH BANK NAGARI BRANCH LUBUK SIKAPING This study aims to determine how much the influence of the dimensions of service quality to the level of satisfaction felt by customers who use the services of Bank Nagari Lubuk Sikaping Branch. The model which is used in this study is the method of observation, interviews, questionnaires, and literature study by using a likert scale and sampling method used was accidental sampling a total of 100 samples. The analytical method used is multiple linear regression method (multiple linear regression). The results showed that the dimensions of service quality consists of Tangible (X1), Empathy (X2), Responsiveness (X3), Reliability (X4), and Assurance (X5) collectively - have the same positive effect. Where the regression equation Y = 10.671 + 0.688 X1 + 0.057 X2 + 0.318 X3 + 0.996 X4 - X5 + 0.209 + e. In addition, the F-test shows that the quality of services has a significant impact on customer satisfaction with a significant level of 0.000 or 0%. While based on partial test (t), all the variables also have a significant impact on customer satisfaction for Tangible significance level is 0.001, or 0.1%; Empathy is 0,001, or 0.1%; Responsiveness 0.001 or 0.1%; Reliability 0,000 or 0%; Assurance of 0.004 or 0.4%. Keywords: Customer Satisfaction, Tangible, Empathy, Responsiveness, Reliability, and Assurance.

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.

PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP LOYALITAS NASABAH PT BANK MANDIRI,Tbk CABANG JAKARTA KELAPA GADING BARAT

2015 ◽  
Vol 3 (3) ◽  
Author(s):  
Imam Wibowo ◽  
Santi Putri Ananda
Keyword(s):  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Analysis Tool ◽  
Positive Contribution ◽  
Homogeneous Population ◽  
Independent Variables ◽  
Research Population ◽  
The Impact

Purpose-To study the impact of the service quality and trust on customers loyalty of PT.Bank Mandiri,Tbk; Kelapa Gading Barat Branch. To improve the customers loyalty there are several factors that can influence them, such as service quality and trust. Methodology/approach-The research population was all customers PT.Bank Mandiri,Tbk;Kelapa Gading Barat Branch.According to the homogeneous population and based on the Gay and Diehl Theory, the samples taken were 50 people. Variables in this investigations consisted of: a).Independent Variables (exogenous): Service Quality (X1) and Trust (X2). b).The dependent variable (endogenous) Customers Loyalty (Y). Analysis tool being used is multiple linear regression which previously conducted validity and realiability. Findings-The result of investigations that service quality and trust simultaneously have a very strong contribution of 75,5% to the customers loyalty, and partially showed that service quality has significant and positive contribution to the customers loyalty of 64,8%. Partially, the trust variable has significant and positive contribution which amounted to 55,9% to the customers loyalty.

scholarly journals The Influence of Service Quality, Trust and Customer Value on Customer Satisfaction at Gerai Indosat Ooredoo WTC Surabaya

2019 ◽  
Vol 2 (2) ◽  
pp. 95-104
Author(s):  
Eko Wahyu Nugroho ◽  
Elok Damayanti
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Customer Value ◽  
Quantitative Method ◽  
Regression Technique ◽  
Linear Regression Technique

The purpose of this research is to find out The Influence of Service Quality, Trust and Customer Value on Customers Satisfaction at Gerai Indosat Ooredoo WTC Surabaya in simultaneously and partially. This Research used quantitative method with 70 respondents of population and samples were collected by giving questionnaires to the customers who have bought Samsung’s Bundling Product from Gerai Indosat Ooredoo WTC Surabaya. The data was analyzed used multiple linear regression technique and classic assumption test. The results showed that the hypotheses have effects to Customers’s Satisfaction simultaneously and partially.

scholarly journals EFFECT OF ACCOUNTABILITY, SERVICE QUALITY, TRUST MUZZAKKI TOWARDS MUZZAKI LOYALTY

2020 ◽  
Vol 7 (2) ◽  
pp. 6-12
Author(s):  
Jumriani Jumriani
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Research Method ◽  
Quantitative Approach ◽  
Unit Of Analysis ◽  
Simultaneous Influence

Influence of accountability, quality of service, belief Muzakki on loyalty Muzzak. This research aims to discuss the influence of accountability, quality of service, trust Muzakki against Muzzaki loyalty to the institution Muzakki Management Institute Infaq (LMI) Surabaya. The research method is using a quantitative approach. The Unit of analysis in research is to use respondents Muzzaki for 100 Muzzaki in the area of Surabaya, with the research instrument using the questionnaire in the area of Surabaya, and the method of data analysis using multiple linear regression. The results showed that the simultaneous influence was positive and significant and partiality that accounting was influential towards Muzzaki loyalty, the quality of service was influential on Muzzaki loyalty, and Muzzaki's belief had an effect on Muzzaki loyalty.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP LOYALITAS KONSUMEN CV. SABANI INDONESIA SURABAYA

2018 ◽  
Vol 2 (1) ◽  
Author(s):  
Endang Setyowati ◽  
Mohammad Septyan
Keyword(s):  
Quality Of Service ◽  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Product Quality ◽  
Customer Loyalty ◽  
Consumer Loyalty ◽  
Test Results ◽  
Dominant Influence

ABSTRACTThesis entitled "The impact of service quality and product quality to consumers loalitas CV. Sabani Indonesia Surabaya "aims to determine the effect of service quality and product quality terehadap consumer loyalty simultaneous partial and see what's most dominant influence. In this study, researchers used a questionnaire to determine the perception of respondents was 50, a data analysis technique used in this study were using multiple linear regression with correlation test, F test and t test tools. The test results of this study are obtained calculation results of multiple linear regression is Y = 1,876 + 0, 105 kpl + 0.172 mortgages where all these variables have positive influence and direction of the dependent variable namely customer loyalty CV. Sabani Indonesia Surabaya. The test results simultaneously obtained Fhitung 71.299 71.299 which means Fhitung> Ftabel 3.20, or can be seen from the level of significance of 0.000 <0.05 (α = 5%). While partially obtained Thitung Quality of service (KPL) = 2,865 Thitung Product Quality (KPR) = 4,348, thus Thitung> Ttabel (2.01174). Thus the hypothesis which states that the quality of service and product quality simultaneously or partially significant effect on consumer loyalty CV. Sabani Indonesia Surabaya proven true. Variable quality of products (mortgage) has the most dominant influence on the satisfaction of members of the cooperative as it has the largest regression coefficient is 0.172 compared to 0.105 service quality variables.Keywords: quality of service, product quality, 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 Pengaruh Marketing Mix Dan Kualitas Layanan Terhadap Keputusan Pembelian Produk Sika

2021 ◽  
Vol 13 (1) ◽  
pp. 17-31
Author(s):  
Maria Widjajanti ◽  
Bruno Hami Pahar
Keyword(s):  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Product Quality ◽  
Sampling Method ◽  
Marketing Mix ◽  
Test Results ◽  
Purchasing Decisions ◽  
Significance Level ◽  
Regression Test

The purpose of this study was to determine the effect of product quality, price,promotion, service quality, and distribution on purchasing decisions of Sikaproducts at PT Adya Mandala Persada Surabaya. The sampling method used waspurposive sampling using questions in the questionnaire distributed to 125respondents who were all consumers of PT Adya Mandala Persada Surabaya.Data processing was performed using SPSS version 20.0. The results showed thatin the Validity Test all statement items were declared valid, and in the ReliabilityTest it was said that all variables were declared reliable. The results of theClassical Assumption Test show that all the requirements have been met to carryout the Multiple Linear Regression Test. From the results of the Multiple LinearRegression Test, the value of Y = 2.399 - 0.067X1 + 0.081X2 + 0.217X3 +0.234X4 + 0.697X5 is obtained. The result of the Determinant Coefficient Testshows that the Adjusted R Square is 54.9%, meaning that all X variables have amoderate contribution. The t test results get the following values: (i) variable X1= tcalculate -0.785 < ttable 1.980 with a significance level of 0.434 > 0.05, meaningthat product quality has no effect on purchasing decisions; (ii) variable X2 =tcalculate 0.793 < ttable 1.980 with a significance level of 0.429 > 0.05, which means that the price has no effect on purchasing decisions; (iii) variable X3 = tcalculate 2,564 > ttable 1,980 with a significance level of 0.012 < 0.05, it means that promotion has a significant effect on purchasing decisions; (iv) variable X4 =tcalculate 3.024 > ttable 1.980 with a significance level of 0.03 < 0.05, it means thatservice quality has a significant effect on purchasing decisions; (v) variable X5 =tcalculate 6,063 > ttable 1,980 with a significance level of 0,000 < 0.05, it means that the distribution has a significant effect on purchasing decisions. Overall it can be concluded that product quality and price have no effect on purchasing decisions while promotion, service quality, and distribution have a significant effect on purchasing decisions.

The Impact Of E-Service Quality To Wards Customre Satisfaction On The User Of Internet Banking In PT. Bank Rakyat Indonesia Tbk (Persero)

2021 ◽  
Vol 2 (4) ◽  
pp. 1415-1422
Author(s):  
Deni Ardiansyah ◽  
Lies Handrijaningsih
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Internet Banking ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Banking Service ◽  
Electronic Service ◽  
The Impact

This research aims to analyze the impact of electronic service quality which consists of efficiency, fulfillment, reliability, privacy, responsiveness, contact, and compensation towards the customer satisfaction on the user of internet banking in PT Bank Rakyat Indonesia, Persero. Customer satisfaction is an urgent matter in banking and is one of the company duty to create that satisfaction out of every single service provided. The sample used in this research are respondents which are customers who use internet banking service from BRI. The data used in this research is primary data collected by conducting online questionnaires to 150 respondents. Analyzing technique used is validity, reliability, classical assumption, multiple linear regression, t, F, and the coefficient of determination test. The result shows that simultaneously, electronic service quality which consists of efficiency, fulfillment, reliability, privacy, responsiveness, contact, and compensation do have an impact towards customer satisfaction on the user of internet banking service of BRI. The finding on partial test shows that efficiency, fulfillment, contact and compensation has an impact towards customer satisfaction whereas reliability, privacy, and responsiveness do not.  

scholarly journals PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN, DAN PERSEPSI HARGA TERHADAP KEPUASAN (STUDI PADA LAPANGAN FUTSAL HIDAYAT FUTSAL SQUARE)

MANAJERIAL ◽  
2018 ◽  
Vol 4 (2) ◽  
pp. 70
Author(s):  
ROCHMAT HIDAYAT HARIYONO
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Product Quality ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Quality Service ◽  
Price Perception

This study aims to examine the effect of Product Quality, Service Quality, and Price Perception on Customer Satisfaction. The number of samples in this study were 100 futsal Hidayat Futsal Square customers. Analysis of the data used is multiple linear regression analysis. The results of this study conclude that the results of partial testing of Product Quality have a significant effect on customer satisfaction, Service Quality has a significant effect on customer satisfaction, and Price Perception has a significant effect on customer satisfaction

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