The Effects of Service Quality, Image and Trust on Satisfaction and Its Impact on Syari’ah Bank Customer Loyalty in Palembang

The purpose of this study was to analyze the effects of service quality, image and trust in satisfaction and its impact on Syari’ah Bank customer loyalty in Palembang, Province of South Sumatra. The research design in this study used causal analysis which explained correlation variables of 3 Syari’ah Banks with 250 people as banking clients in Palembang. The sample selection used simple random sampling. This dissertation draft used primary data from questionnaire filled out by the respondents. The method of research used descriptive statistics and Structural Equation Modeling (SEM). The results showed that the customer satisfaction had significant impact on customer loyalty, customer trust had significant impact on customer satisfaction, customer trust had not significant impact on customer loyalty, service quality had significant impact on customer trust, service quality has significant impact on customer satisfaction, service quality had significant impact on customer loyalty, service quality had significant impact on Syari’ah Bank Image, Syari’ah Bank image had significant impact on customer trust, Syari’ah Bank image had no significant impact on customer satisfaction, and Syari’ah Bank image had no significant impact on customer satisfaction. The descriptive analysis showed that the level of service quality, image, trust, satisfaction and customer loyalty had a positive level.

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FORMING CUSTOMER LOYALTY THROUGH FACTORS IN MEDIATION OF CUSTOMER SATISFACTION

Dinasti International Journal of Digital Business Management ◽

10.31933/dijdbm.v2i2.549 ◽

2021 ◽

Vol 2 (2) ◽

pp. 233-249

Author(s):

Agung Hudaya

Keyword(s):

Structural Equation Modeling ◽

Data Analysis ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Random Sampling ◽

Structural Equation ◽

Sampling Technique ◽

Simple Random Sampling ◽

Equation Modeling

The purpose of this study is to determine how price, service quality, customer satisfaction on customer loyalty and how much influence, price, service quality on customer satisfaction which has implications for customer loyalty. The sample used in this study amounted to 100 respondents who were taken by simple random sampling technique. Data analysis in this study used Structural Equation Modeling (SEM) which was carried out with the help of the SEM program from Smart PLS 3.0. Besides, this research also proves that the price variable will affect customer satisfaction, then the price will also affect customer loyalty, as well as service quality affects customer satisfaction and will also affect customer loyalty. and also the mediating variable of customer satisfaction which will affect customer loyalty. Blanja.com in Jakarta.

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Quality and image: The role of satisfaction and trust as intervening variables on loyalty of customer’s internet service providers

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v14i2.9358 ◽

2021 ◽

Vol 14 (2) ◽

pp. 282

Author(s):

Teuku Meldi Kesuma ◽

Mukhlis Yunus ◽

M. Ridha Siregar ◽

Abdul Muzammil

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Service Providers ◽

Corporate Image ◽

Equation Modeling ◽

Internet Service ◽

Customer Trust

Many factors can affect customer loyalty that some of them are service quality and corporate image. There are two objectives of this study. First, this study explains service quality and corporate image effects as antecedents for customer satisfaction, trust, and loyalty. Second, this study investigates the role of customer satisfaction and trust in mediating the service quality and corporate image effects on customer loyalty in the context of ISP customers. By using the purposive sampling technique, this study researched 270 ISP customers. The sample of data was statistically analyzed with the Structural Equation Modeling (SEM) and the Confirmatory Factor Analysis (CFA). This study confirmed that customer satisfaction, customer trust, and loyalty were directly affected by service quality and corporate image. Customer satisfaction and customer trust influenced customer loyalty significantly. The role of customer satisfaction and customer trust indirectly in mediating service quality and corporate image effects on customer loyalty was also confirmed by partial mediation. This study concludes by arguing that it needs to pay attention to service quality and the company’s good name levels to maintain customer loyalty.

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Pengaruh Kualitas Layanan Dan Citra Merek Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada Pelanggan Jasa JNE Di Yogyakarta

Jurnal Ilmiah Manajemen Kesatuan ◽

10.37641/jimkes.v9i2.470 ◽

2021 ◽

Vol 9 (2) ◽

pp. 81-90

Author(s):

Putri Wulandari ◽

Heru Tri Sutiono ◽

Sri Kussujaniatun

Keyword(s):

Structural Equation Modeling ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Service ◽

Customer Loyalty ◽

Structural Equation ◽

Brand Image ◽

Descriptive Analysis ◽

Equation Modeling ◽

Analysis Technique

The purpose of this study is to analyze the effect of service quality and brand image on customer loyalty through customer satisfaction to customer service JNE in Yogyakarta. The method used was purposive sampling, with the sampling of the population is based on certain criteria namely JNE service customer in Yogyakarta have used JNE service at least 2 times. The sample in this study were 270 respondents. Data analysis methods include descriptive analysis and quanitative analysis using the SEM (Structural Equation Modeling),an analysis technique based on PLS (Structural Equation Modeling). The result of this study prove that (1) service quality has a positive and significant effect on customer satisfaction (2) brand image service quality has a positive and significant effect on customer satisfaction (3) service quality has a positive and significant effect on customer loyalty (4) brand image has a positive and significant effect on customer loyalty (5) customer satisfaction has a positive and significant effect on customer loyalty (6) service quality has a positive and significant effect on customer loyalty through customer satisfaction (7) brand image has a positive and significant effect on customer loyalty through customer satisfaction.

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Service Quality, Customer Satisfaction, Customer Trust, and Loyalty in an E-Banking Context

Social Behavior and Personality An International Journal ◽

10.2224/sbp.2012.40.8.1271 ◽

2012 ◽

Vol 40 (8) ◽

pp. 1271-1283 ◽

Cited By ~ 31

Author(s):

Po-Young Chu ◽

Gin-Yuan Lee ◽

Yu Chao

Keyword(s):

Structural Equation Modeling ◽

Customer Satisfaction ◽

Service Quality ◽

Least Squares ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Modeling ◽

Research Model ◽

Bank Management ◽

Customer Trust

In this study a research model was proposed to examine the relationships between service quality, customer satisfaction in, customer trust of, and loyalty to Taiwanese e-banks. Questionnaires were completed by 442 respondents who had experience with e-banking and data were analyzed using partial least squares structural equation modeling. It was found that e-banks must focus on service quality to increase customer satisfaction and trust and to obtain customer loyalty. Implications are discussed in relation to e-bank management.

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ANTASEDEN CUSTOMER LOYALTY IN AIRLINES DOMESTIC WITH FULL SERVICE

Business and Entrepreneurial Review ◽

10.25105/ber.v15i1.2036 ◽

2017 ◽

Vol 15 (1) ◽

pp. 57

Author(s):

Albert Mandagi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Airline Industry ◽

Primary Data ◽

Equation Modeling ◽

Research Activities ◽

Company Reputation ◽

Domestic Airline ◽

Customer Trust

The purpose of this study was to observe the effect of the company reputation and service quality on customer loyalty through the mediation of the customer satisfaction and customer trust in the domestic airline with full service. This research was conducted through a survey of air passengers with a total sample of 472 respondents in the five international airports in Indonesia. Primary data was collected by the method of random sampling. The method of data analysis to test the hypothesis used Structural Equation Modeling and Multivariate Analysis, by using software processing Analysis of Moment Structure (AMOS) 18.00. The findings in this study is a customer loyalty positively and significantly influenced by the company reputation, service quality, customer satisfaction and customer trust. Customer loyalty is influenced most strongly by customer satisfaction through the mediation of customer trust, while the customer trust is influenced most strongly by service quality through the mediation of customer satisfaction. This study is limited to domestic airline customers or passengers with full service in economy class in Airline PT Garuda Indonesia and PT Batik Air Indonesia. The research activities carried out at the five international airports which have a relatively high flight schedule, which among Soekarno Hatta in Jakarta, Kuala Namu in Meand, Juanda in Surabaya, Ngurah Rai in Denpasar and Sultan Hasanuddin in Makassar. This study provides a theoretical contributions in the form of an alternative model of customer loyalty in the airline industry and provide managerial implications for the management of the airline.

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ANTESEN CUSTOMER LOYALTY PADA BUDGET HOTEL

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v8i2.1591 ◽

2016 ◽

Vol 8 (2) ◽

pp. 55

Author(s):

Latifa Rahma

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Sampling Method ◽

Brand Image ◽

Positive Influence ◽

Primary Data ◽

Equation Modeling ◽

Proposed Model

This research discusses the effects of Service Quality on Customer Satisfaction, Customer Loyalty, and Brand Image Budget hotel (Five Budget Hotel Managed by local chain hotel). The purpose of this study were 1) to analyze the effects of Service Quality on Customer Satisfaction, 2) to analyze the effects of Service Quality on Customer Loyalty, 3) to analyze the effect of Customer Satisfaction to Customer Loyalty, 4) to analyze the effects of Service Quality on the Brand Image, 5 ) to analyze the influence of the Customer Satisfaction Brand Image, 6) to analyze the effect of Customer Loyalty to Brand Image. The design of this research using primary data obtained by distributing questionnaires to 250 respondents eligible stayed at the Budget Hotel at least 1 time in last 12 months. Respondents were selected using purposive sampling method and the data were analyzed using AMOS version 22.0 and SPSS version 22.0. The proposed model was tested using Structural Equation Modeling (SEM) and analyzed using AMOS. This study shows that 1) Service Quality found to have an influence on Customer Satisfaction, 2) Service Quality found to have an influence on Customer Loyalty, 3) Customer Satisfaction is found to have an influence on Customer Loyalty, 4) Service Quality found to have an influence on brand image, 5) Customer Satisfaction is found to have an influence on Brand Image, 6) Customer Loyalty found to have an influence on the Brand Image. The results of this study concluded that there is a positive influence of the Service Quality on Brand Image through the Customer Satisfaction and Customer Loyalty. Future researches are recommended to increase the factor of First Impression, Favorable Location, Hotel Core Product and Hotel Deals. Not only on the Budget Hotel research, but also be able to develop this research in the other service company such as travel, restaurant and hospital.

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Anteseden Dan Konsekuensi Dari Switching Cost Pada Industri Perbankan

JEBI | Jurnal Ekonomi Bisnis Indonesia ◽

10.36310/jebi.v14i01.122 ◽

2019 ◽

Vol 14 (01) ◽

pp. 41-53

Author(s):

Antonius Adi

Keyword(s):

Structural Equation Modeling ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Switching Cost ◽

Equation Modeling ◽

Company Reputation ◽

Trust Company ◽

Customer Trust

Abstrak: Tujuan dari penelitian ini adalah untuk menganalisis pengaruh overallservice qualityterhadap customer loyalty melalui mediasi company reputation, customer trust, dan switching costpada Industri Perbankan di Indonesia. Penelitian ini dilakukan melalui survei terhadap pelangganIndustri Perbankan dengan total 230 sampel di Jakarta. Data primer dikumpulkan dengan metodepurposive sampling. Analisis data dilakukan melalui Structural Equation Modeling untuk mengujihipotesis, dengan menggunakan software AMOS 22.0. Temuan dalam penelitian ini adalahcustomer loyalty dipengaruhi oleh switching cost, customer trust, company reputation dan overallservice quality. Switching cost paling kuat dipengaruhi oleh customer trust. Temuan lain adalahbahwa customer loyalty paling kuat dipengaruhi oleh overall service quality. Studi ini memberikankontribusi teoritis dalam bentuk model alternatif customer loyalty dalam industri perbankan danmemberikan implikasi manajerial bagi manajemen bank.

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Analysis of determinant factors affecting retail business customer loyalty

Linguistics and Culture Review ◽

10.21744/lingcure.v5ns3.1529 ◽

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.

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Analysing Service Quality and its Relation to Customer Satisfaction and Loyalty in Sportswear Retail Market

Autex Research Journal ◽

10.2478/aut-2021-0014 ◽

2021 ◽

Vol 0 (0) ◽

Author(s):

Canan Saricam

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Modeling ◽

Retail Market ◽

Ancillary Service ◽

Confirmatory Factor ◽

Order Construct ◽

Primary Focus

Abstract The sportswear industry has a growing market globally. In the sportswear retail market, where the primary focus is on providing customers the product, but provision of the necessary ancillary service also takes place, the service quality and its relation to customer satisfaction and customer loyalty are important. With an attempt to find out this relationship, the data for this study was obtained from 251 people living in Turkey. The service quality was described as a second-order construct with the dimensions proposed in SERVQUAL scale. Confirmatory factor analysis and structural equation modeling were used to analyze and validate the model. The findings showed that the service quality, together with the relevant dimensions, tangibles, reliability, and assurance, has an influence on the customer satisfaction but not on the customer loyalty. Nonetheless, it was confirmed the customer satisfaction has an impact on the customer loyalty.

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IMPACT OF SERVICE QUALITY, TRUST, AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN PT MEGA MANUNGGAL PROPERTY TBK

Emerging Markets Business and Management Studies Journal ◽

10.33555/ijembm.v6i1.106 ◽

2019 ◽

Vol 6 (1) ◽

pp. 33-42

Author(s):

Maria Anna Stefanie ◽

Badikenita Sitepu

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Primary Data ◽

Distribution Method ◽

Good Reputation ◽

Customer Trust ◽

The Impact

In order to compete, survive, and grow the company is required to provide a good quality services to meet the needs and desires of its customers. Companies must be able to maintain a good reputation in the eyes of its customers. A good quality services will tend to give more satisfaction to the customers who use the services of the company. With emphasis on good service it will build a long-term profitable relationships with customers while also achieving customer loyalty. Therefore, this study is aiming to determine the importance of the impact of service quality, trust and customer satisfaction at PT Mega Manunggal Tbk Property in an effort to improve customer loyalty which will affect the company's survival. A questionnaire distribution method chosen in this study is to collect primary data. Completed questionnaires designed and distributed or disseminated to all customers. SPSS for windows has been used to process the primary data.Thefindings showed that there is a significant relationship between service quality and customer loyalty, meaning that if the quality of service increases, customer loyalty will also increase.There is a significant influence between customer trust and customerloyalty,meaning that if the customer trust increases, customer loyalty will also increase.

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