scholarly journals Customer Satisfaction and Customer Loyalty: Leading Super Markets in Jaffna District, Sri Lanka

2017 ◽  
Vol 8 (2) ◽  
pp. 67
Author(s):  
Kumaradeepan V. ◽  
Pathmini, M G S
Keyword(s):  
Social Sciences ◽  
Regression Analysis ◽  
Sri Lanka ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Quantitative Method ◽  
Sampling Technique ◽  
Primary Data ◽  
The Impact

The topic of the research is Customer Satisfaction (CS) and Customer Loyalty (CL); special reference to the leading supermarkets in Jaffna. The objective of the research is to identify the impact of Customer Satisfaction on Customer Loyalty of leading Supermarkets in Jaffna, Sri Lanka. The research is simply deductive approach to find out the impact between Customer satisfaction and Customer loyalty. Quantitative method is available based on primary data. At present there are 08 numbers of supermarkets functioning in Jaffna district and popular three were selected. Random sampling technique is used to collect the data from customers of supermarkets in selected area. The analysis is carried out using a sample of 240 customers in Jaffna and only 218 were taken to analyze. ‘Statistical Package for Social Sciences’ (SPSS) 22.0 version was used in order to analyze the data. Correlation was used to find the connection between Customer Satisfaction and Customer Loyalty. Also Regression analysis is used to predict the value of a variable based on the value of two or more other variables. Also found that about 40 percent connection between Customer Satisfaction and Customer Loyalty and also found around 16% affect by Customer satisfaction to Customer loyalty.

scholarly journals The Effect of Customer Satisfaction on Customer Loyalty in Kartu As Products in Makassar City

2020 ◽  
Vol 7 (2) ◽  
pp. 227
Author(s):  
Muhammad Ilham Wardhana Haeruddin ◽  
Muhammad Ikhwan Maulana Haeruddin
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Computer Program ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Technique ◽  
T Test ◽  
Stratified Random Sampling ◽  
Customer Dissatisfaction ◽  
Willingness To Recommend

This study aims to determine the influence of customer satisfaction on customer loyalty in Kartu As products in Makassar City. This research was conducted in Makassar City with 105 respondents. The sampling technique used stratified random sampling. This study was analyzed using hypothesis testing with multiple regression analysis with the help of the SPSS 21 computer program, to perform the f-test, t-test, and the calculation of R square (r2). The results of the analysis show that simultaneously the X variable (overall customer satisfaction, customer satisfaction dimensions, confirmation of expectations, re-purchase interest, willingness to recommend and customer dissatisfaction) has a significant effect on customer loyalty. In the t-test, there are two subvariables X that are not significant because the value of t count <t table, namely the dimensions of customer satisfaction (X2), and willingness to recommend (X5). From the calculation of R square (r2) of 0.423, it shows that the percentage of the influence of variable X on variable Y is 42.3%.

scholarly journals ANALISIS PENGARUH KUALITAS PELAYANAN PADA LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL MEDIASI

2021 ◽  
Vol 18 (1) ◽  
pp. 15-28
Author(s):  
Wahyu Rusdiyanto ◽  
Sri Suranti
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Technique ◽  
Positive Influence ◽  
Primary Data ◽  
Business World ◽  
Excellent Service ◽  
The City

Abstrak: Analisis Pengaruh Kualitas Pelayanan pada Loyalitas Pelanggan dengan Kepuasan Pelanggan debagai Variabel Mediasi. Kualitas pelayanan dalam dunia bisnis menjadi perhatian utama agar pelanggan merasa puas dan menjadi loyal. Studi ini bertujuan untuk menganalisis bagaimana kualitas pelayanan, dan kepuasan pelanggan memberikan pengaruh pada loyalitas pelanggan. Studi ini dilakukan di Kota Surakarta dengan menggunakan data primer yang dikumpulkan dengan kuesioner. Metode yang digunakan adalah penelitian eksplanatori dengan pendekatan kuantitatif. Jumlah responden penelitian yaitu  245 orang yang ditentukan menggunakan teknik random sampling. Uji hipotesis dilakukan dengan analisis regresi pada perangkat lunak SPSS. Uji mediasi menggunakan metode Barond and Kenny. Hasil analisis data menemukan bahwa (1) kualitas pelayanan mempunyai pengaruh yang positif pada kepuasan pelanggan, (2) kepuasan pelanggan mempunyai pengaruh yang positif pada loyalitas pelanggan, (3) kepuasan pelanggan menjadi mediator pengaruh kualitas pelayanan pada loyalitas pelanggan Kata kunci: analisis pengaruh, kualitas pelayanan, loyalitas pelanggan, kepuasan pelanggan, pelayanan prima Abstract: Analysis of Effect of Service Quality on Customer Loyalty with Customer Satisfaction as a Mediation Variables. Service quality in the business world is a major concern so that customers feel satisfied and become loyal. This study aims to analyze how service quality and customer satisfaction influence customer loyalty. This study was conducted in the city of Surakarta, primary data collected by a questionnaire. The method used is explanatory research with a quantitative approach. The number of research respondents was 245 who were determined using random sampling technique. Hypothesis testing is carried out by means of regression analysis on SPSS software. The mediation test uses the Barond and Kenny method. The results of data analysis found that (1) service quality has a positive influence on customer satisfaction, (2) customer satisfaction has a positive influence on customer loyalty, (3) customer satisfaction becomes a mediator of the effect of service quality on customer loyalty. Keywords: analysis of effect, service quality, customer loyalty, customer satisfaction, excellent service

scholarly journals The Impact Of Service Quality And Trust On Customer Loyalty Through Customer Satisfaction Of Millenial Users Of Bca Credit Card In Jakarta Capital City

2021 ◽  
Vol 2 (5) ◽  
pp. 1737-1742
Author(s):  
Fahmi Rizal ◽  
Lies Handrijaningsih
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Credit Card ◽  
Customer Value ◽  
Capital City ◽  
Primary Data ◽  
The Impact ◽  
Scale Data

Banks play important roles in a country's finance. Significant and strategic functions are required to be managed professionally, effectively and efficiently, and properly supporting economic processes in various sectors. Along with the increase needs to spend from consumers, banks as financial companies need to perform competently. This study aims to determine the impacts of service quality and trust in customer loyalty by measuring the satisfaction of Bank BCA credit card millenial customers in Jakarta Capital City of Indonesia. Data collection using primary data with a large sample of 100 respondents aged 26 to 40 years. Primary data was obtained from distributing questionnaires using Likert Scale data on customers who determine satisfaction and loyalty to Bank BCA, and processed using regression analysis and path analysis.The results of this study indicate that service quality, customer value and trust affect customer loyalty stating that they are interested in the services provided by the bank both directly and indirectly to customer satisfaction so that customers show a level of success through customer satisfaction on loyalty.

scholarly journals PENGARUH KUALITAS PRODUK DAN HARGA TERHADAP KEPUASAN KONSUMEN POKAT KOCOK BAROKAH MEDAN

2019 ◽  
Vol 13 (2) ◽  
pp. 92
Author(s):  
Deltri Mayuni ◽  
Edison Sagala
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Random Sampling ◽  
Field Research ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Primary Data

AbstrakPenelitian ini bertujuan untuk mengetahui dan menjelaskan pengaruh kualitas produk dan harga terhadap kepuasan konsumen pokat kocok Barokah Medan. Sumber Data dalam penelitian ini adalah data primer yang diperoleh dari penelitian lapangan melalui kuosioner, wawancara dan studi dokumentasi. Populasi dalam penelitian ini adalah 1750 orang dan teknik pengambilan sampel dilakukan dengan teknik simple random sampling sehingga sampel di ambil berjumlah  95 orang. Teknik analisis data yang digunakan adalah dengan teknik analisis regresi dengan rumus Y = a + b1x1 + b2x2 + e . Berdasarkan hasil penelitian dapat disimpulkan bahwa terdapat pengaruh yang positif dan singnifikan kualitas produk dan harga terhadap kepuasan konsumen pokat kocok Barokah Medan. Kata kunci : Kualitas Produk, Harga, Kepuasan Konsumen AbstractThis research aims to indentify and explaint The Influence Of Product Quality And Price To Customer Satisfaction Pokat Kocok Barokah Medan. Sources of data in this study is primary data collected from field research throught questionnaires, interviews and documentary study. The population in this study was 1750 responden and the sampling technique is done by simple random sampling so thhat the samples was taken amounted to 95 respondent .  Technique  analysis used in this study is multiple regression analysis with formula Y = a + b1x1 + b2x2 + e. The Conclusion from this research is there influence positif and significant of product quality and price to customer satisfaction pokat kocok Barokah Medan. Keyword : Product quality, Price, Customer Satisfaction

The Impact of corporate social responsibility (CSR) and relationship marketing on relationship maintainer and customer loyalty by mediating role of customer satisfaction

2018 ◽  
Vol 4 (4) ◽  
pp. 19-24
Author(s):  
Anam Bhatti ◽  
Sumbal Arif ◽  
Marium Marium ◽  
Sohail Younas
Keyword(s):  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Research Strategy ◽  
Equation Modeling ◽  
Survey Method ◽  
Research Approach ◽  
Questionnaire Method ◽  
The Impact

CSR has become one of the imperative implements in satisfying customers. The impartial of this research is to calculate CSR, relationship marketing, and customer satisfaction. There is no more study accompanied in Pakistan to quantify the effect of CSR and relationship marketing on the relationship maintainer and customer loyalty. To find out deductive approach and survey method is used as research approach and research strategy respectively. This research design is descriptive and quantitative study. For data, collection questionnaire method with semantic differential scale and seven point scales are adopted. Data has been collected by adopting the non-probability convenience technique as sampling technique and the sample size is 400. For factor confirmatory factor analysis, structure equation modeling and medication analysis, regression analysis Amos software were used. Strong empirical evidence supports that the customer’s perception of CSR performance is highly influenced by the values

Technological Innovation: An Imperative Tool for Entrepreneurship Development in Nigeria

2013 ◽  
Vol 03 (08) ◽  
pp. 41-47
Author(s):  
OYEWALE I.O ◽  
ADEYEMO S.A ◽  
OGUNLEYE P.O
Keyword(s):  
Technological Innovation ◽  
Random Sampling ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Primary Data ◽  
Entrepreneurship Development ◽  
Mature Organizations ◽  
The Impact ◽  
Structured Questionnaire ◽  
Innovation And Entrepreneurship

Sustainable economic development does not occur without entrepreneurship and entrepreneurship is the practice of starting new organizations or revitalizing mature organizations. This study therefore is done to analyse the impact of innovation, technology and on the entrepreneurial development activities in Nigeria. Simple random sampling technique was used to select a total of 12 entrepreneurs from Lagos State that constituted our sample size. The primary data consists of a number of items in well- structured questionnaire that was administered to and completed by the respondents. Regression analysis was used to analyse the data. The results showed that there is significant relationship between technological innovation and entrepreneurship development in Nigeria. It is therefore recommended that government should create a friendly or an enabling environment for entrepreneurship and consumer goods to boost the Nigeria economy.

scholarly journals Tourism to Socio Culture and Economy of Community in Panusupan Purbalingga

TRIKONOMIKA ◽  
2018 ◽  
Vol 17 (1) ◽  
pp. 14
Author(s):  
Donny Oktavian Syah ◽  
Agung Edi Rustanto
Keyword(s):  
Linear Regression ◽  
Random Sampling ◽  
Quantitative Method ◽  
Tourism Development ◽  
Sampling Technique ◽  
Simple Linear Regression ◽  
The Impact

The aim of this research is to study the impact of tourism development to socio-culture and economy of community in Panusupan village, Rembang, Purbalingga. The research, which was conducted in the end of 2016, uses descriptive quantitative method. Sampling technique used is random sampling technique. Survey was conducted to 100 respondents. The data are analyzied by using simple linear regression The result of this research shows that partially tourism development gives impact 31.5% to socio culture, 45.6% to socio economy whereas the impact of socio culture to socio economy is 32.0% .

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

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.

scholarly journals KUALITAS PRODUK DAN KUALITAS PELANAN SEBAGAI ANTASEDEN KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN (Studi Pada Pelanggan Waroeng Spesial Sambal “SS” Cabang Veteran Yogyakarta)

2020 ◽  
Vol 9 (1) ◽  
pp. 14
Author(s):  
Alo Rahmawati Mulyana ◽  
Hendro Setyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Customer's Loyalty ◽  
The City

 The aim of study is to  analyze about effect  product  quality  and  service  quality  on customer’s satisfaction to build customer’s loyalty at Waroeng Spesial Sambal “SS” in the branch of Veteran Yogyakarta. Population in this study are all consumers who make  purchases at Waroeng Spesial Sambal “SS” the branch in the  branch of Veteran Yogyakarta. While the sample  in  this  study  is a portion of consumers who have  made  purchases at least twice in the past year. The sampling technique uses purposive sampling. The data  used in this study is primary data. The number  of studies  in  this  study were  sixty  samples  in  the  city of Yogyakarta which  were processed  using  multiple linear regression  analysis  and mediation analysis  using SPSS 20 for windows. The results of the analysis in this study are: product quality dosen’t have a significant effect on customer satisfaction,  service quality has a significant effect on customer satisfaction, customer satisfaction doesn’t have a significant effect on customer loyalty, product quality  dosen’t  have a significant  effect on  customer loyalty and service quality has a significant effect on customer loyalty of the two independentvariables dosen’t indicate a mediating  relationship  with  customer  satisfaction as a mediator variable.

scholarly journals An Empirical Study on Food and Beverage Service Quality and Customer Satisfaction in Star Graded Hotels in Dambulla

2020 ◽  
Vol 10 (6) ◽  
pp. 1-8
Author(s):  
Bandara WMAH ◽  
Dahanayake SNS
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Industry ◽  
Pearson Correlation ◽  
Sampling Technique ◽  
Tourism Industry ◽  
Primary Data ◽  
Success Factor ◽  
Food And Beverage ◽  
The Impact

The hotel industry is one of the integral constituents in the flourishing tourism industry and is extremely competitive. In this competitive arena, service quality has become a crucial success factor in maintaining hotel standards. A strong, sustainable, outstanding service industry requires good service quality standards.  However, due to the intangible nature of service products, measuring service quality is substantially challengeable than measuring the quality of physical products. Hence, this study attempts to investigate the impact of food and beverage service quality on customer satisfaction in the star graded hotels. Dambulla is one of the major tourist destinations in Sri Lanka, has been identified as the study area. A total of 150 foreign departure tourists who have visited three and above star graded hotels in the respective area were selected through a convenient sampling technique. A widely accepted SERVQUAL model was utilized to ascertain the findings. Primary data were collected through a self-administered structured questionnaire. Descriptive, frequency, Pearson correlation, and multiple regression analysis were conducted to analyze data using SPSS. The results reveal that there is a positive significant impact of tangibility, reliability, responsiveness, assurance of food and beverage service quality on customer satisfaction in the star graded hotels in Dambulla area. On the contrary, empathy shows that there is no impact on customer satisfaction. Moreover, tangibility is the most influential service quality attribute that affects customer satisfaction. Thus, the authorities must pay their attention towards improving the tangible evidence such as staff attires and appearance, aesthetic upkeep of interior and exterior, and provide reliable service for their guests with greater customer care.

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