scholarly journals The Influence Of Service Quality And Customer Satisfaction Towards Customer Loyalty At Bank Mega Syariah Bengkulu

2021 ◽  
Vol 2 (4) ◽  
pp. 315-322
Author(s):  
Afif Fakhri Pahlevi ◽  
Suwarni Suwarni ◽  
Nurzam Nurzam
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Positive Influence ◽  
Coefficient Of Determination ◽  
Positive Direction ◽  
Significance Level ◽  
Joint Influence ◽  
Regression Test

The purpose of this study is to determine the influence of service quality and customer satisfaction on customer loyalty at Bank Mega Syariah Bengkulu. The sample in this study was 93 main savings customers at Bank Mega Syariah, Bengkulu City. The sampling technique was accidental sampling technique. Data were collected using a questionnaire and analyzed through multiple linear regression, test of determination and hypothesis testing. The results of the regression analysis show Y = 12.730 + 0.303X1 + 0.410 X2, this shows a positive direction of regression, meaning that there is a positive influence between X1 (service quality) and X2 (customer satisfaction) on customer loyalty (Y). This means that if the variable service quality and customer satisfaction increases, it will increase customer loyalty. The coefficient of determination is 0.399. This means that X1 (service quality) and X2 (customer satisfaction) affect customer loyalty (Y) by 39.9%, while the remaining 59.1% is influenced by other variables not examined in this study. The results of the t test at the 0.05 significance level explain that partially the variable service quality and customer satisfaction have a significant influence on the customer loyalty variable of Bank Mega Syariah Bengkulu. The results of the F test at the 0.05 significance level explain that the variables of service quality and customer satisfaction have a simultaneous (joint) influence on customer loyalty at Bank Mega Syariah Bengkulu.

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 THE LOYALTY OF GARUDA INDONESIA CUSTOMERS TO THE ROUTE OF JAKARTA-SURABAYA

2015 ◽  
Vol 2 (3) ◽  
pp. 297
Author(s):  
Aisyah Rahmawati
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Partial Correlation ◽  
Positive Relationship ◽  
Survey Methods ◽  
Positive Influence ◽  
Coefficient Of Determination ◽  
Pricing Policy ◽  
Significance Level

Survey methods are used to determine the effect of pricing policy implementation (X1), quality of service (X2), and customer loyalty (Y) on PT. Garuda Indonesia, for Jakarta-Surabaya route in 2014. With a population of 773 154 passengers and a sample of 400 respondents, the data is obtained through questionnaires using Likert scale. With a simple and multiple linear regression analyses, simple and partial correlation, with significance level at α = 0.05, it was found that, first, there is a positive relationship between pricing policy and customer loyalty. The variation that occurs in customer loyalty is determined by pricing policy. Secondly, there is a positive relationship between service quality and customer loyalty. The variation that occurs in customer loyalty is determined by service quality. Third, there is a positive influence of pricing policy and service quality on customer loyalty with the coefficient of determination ry1.22 = 0.354, so 35.4% variation happening to customer loyalty is determined simultaneously by pricing policy and service quality. The implication proves that customer loyalty can be enhanced by improving the pricing policy and service quality.

scholarly journals Pengaruh Kualitas Pelayanan Dan Keputusan Terhadap Loyalitas Pelanggan

2021 ◽  
Vol 9 (1) ◽  
pp. 9-17
Author(s):  
Muhammad Mashudi Azrullah
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Test Results ◽  
Regression Test ◽  
Result Show ◽  
The Subject

The focus of this research is the influence of service quality and satisfaction on customer loyalty with a case study in “Café : Kofi” Bangil. This research method is quantitative, the subject of this study are customers of “Café : Kofi” Bangil. The sampling technique used was purposive sampling. With a total of 60 respondents. The result show multiple liniear regression test Y + 0,180 + 0,041 + 0,941 + e. shows that the influence of service quality variables is 0,041 an the effect of satisfaction variables is 0,941. Thus the more dominant variable influencing customer loyalty is the satisfaction variable. T-test results indicate that the service quality variable (X1) has no partial effect and is not significant. While the satisfaction variable is partially significant. Test the coefficient of determination R2 obtained 0,899 or 89,9% this means that customer loyalty is influenced by satisfaction variables.  Keywords : Quality Of Service, Satisfaction

scholarly journals PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA BENGKEL SISAM PEMATANGSIANTAR

2018 ◽  
Vol 6 (1) ◽  
pp. 50-62
Author(s):  
Risky Ananda ◽  
Darwin Lie ◽  
Marisi Butarbutar ◽  
Ady Inrawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Design Research ◽  
Positive Influence ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Quality Service ◽  
Positive Correlation

The purpose of research is: 1. Description of product quality, service quality, customer loyalty and customer satisfaction on Lathe Workshop Sisam Pematangsiantar. 2. The influence of product quality and service quality againts customer satisfaction on Lathe Workshop Sisam Pematangsiantar simultaneously. 3. The influence of product quality and service quality againts customer satisfaction on Lathe Workshop Sisam Pematangsiantar partially. 4. The influence customer satisfaction againts customer loyalty on Lathe Workshop Sisam Pematangsiantar. Design research is the research library and field research. The data type used is qualitative and quantitative and data. Data sources are primary data and secondary data. The population in this research is the customer Lathe Workshop Sisam Pematangsiantar of 40 people. Data collection is done with the interview, questionnaire and the documentation. Analytical techniques used was multiple linier regression analysis and simple, correlation coefficient, coefficient of determination, and hypothesis testing.Research result can be summed up as follows: 1. Description of product quality are very well,  well service quality, customer satisfaction  satisfied and customer loyalty well. There is a positive influence between product quality and service quality toward customer satisfaction evidenced by the regression Ŷ = 3,781 + 0,180 X1 + 0,256 X2. 2. There is a positive influence between customer satisfaction toward customer loyalty evidenced by the regression Ŷ = 5,987 + 1,157 X 3. There is moderately high and positive correlation between product quality and service quality with customer satisfaction evidenced by r = 0,821 and R Square = 0,674. There is high and positive correlation between customer satisfaction with customer loyalty is evidenced by the r = 0,816 and R Square = 0,670. 4. The results of the hypothesis H0 is rejected, meaning that product quality and service quality a positive and significant effect against the customer loyalty with the customer satisfaction simultaneously intervening variables as well as partial. Keyword: product quality, service quality, customer satisfaction and customer loyalty.

scholarly journals PERAN KEPUASAN PELANGGAN?MEMEDIASI?PENGARUH KUALITAS PELAYANAN?TERHADAP?LOYALITAS PELANGGAN PULL&BEAR KUTA – BALI

2019 ◽  
Vol 8 (6) ◽  
pp. 3987
Author(s):  
I Gusti Nyoman Wiradarma ◽  
I Gusti Agung Ketut Gede Suasana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Positive Influence ◽  
Minimum Level ◽  
The Past ◽  
Analysis Technique ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of service quality on customer loyalty through customer satisfaction as a mediator. Respondents in this study were customers with a minimum level of education at least high school / equivalent who had conducted transactions at Pull & Bear Kuta - Bali more than once in the past year. The research sample was determined by 105 respondents using a sampling technique that is purposive sampling technique. The analysis technique used in this study is path analysis with classical assumption and Sobel test. The results of this study indicate that service quality has a positive and significant effect on customer satisfaction and loyalty, customer satisfaction has a positive influence on customer loyalty, and customer satisfaction is positively and significantly mediates the effect of service quality on customer loyalty. These results confirm that the company is expected to pay attention to the quality of service to improve customer satisfaction so as to create a sense of customer loyalty. Keyword: service quality, customer satisfaction, customer loyalty  

scholarly journals THE LOYALTY OF GARUDA INDONESIA CUSTOMERS TO THE ROUTE OF JAKARTA-SURABAYA

2017 ◽  
Vol 2 (3) ◽  
pp. 297
Author(s):  
Aisyah Rahmawati
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Partial Correlation ◽  
Positive Relationship ◽  
Survey Methods ◽  
Positive Influence ◽  
Coefficient Of Determination ◽  
Pricing Policy ◽  
Significance Level

Survey methods are used to determine the effect of pricing policy implementation (X1), quality of service (X2), and customer loyalty (Y) on PT. Garuda Indonesia, for Jakarta-Surabaya route in 2014. With a population of 773 154 passengers and a sample of 400 respondents, the data is obtained through questionnaires using Likert scale. With a simple and multiple linear regression analyses, simple and partial correlation, with significance level at α = 0.05, it was found that, first, there is a positive relationship between pricing policy and customer loyalty. The variation that occurs in customer loyalty is determined by pricing policy. Secondly, there is a positive relationship between service quality and customer loyalty. The variation that occurs in customer loyalty is determined by service quality. Third, there is a positive influence of pricing policy and service quality on customer loyalty with the coefficient of determination ry1.22 = 0.354, so 35.4% variation happening to customer loyalty is determined simultaneously by pricing policy and service quality. The implication proves that customer loyalty can be enhanced by improving the pricing policy and service quality.

scholarly journals Pengaruh Kualitas Layanan dan Penanganan Keluhan terhadap Loyalitas Nasabah dengan Kepuasan sebagai Variabel Intervening (Studi Kasus BPRS Suriyah Cabang Salatiga)

2020 ◽  
Vol 5 (2) ◽  
pp. 142
Author(s):  
Fernaldi Anggadha Ratno
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quantitative Methods ◽  
Statistical Tests ◽  
Sampling Technique ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Complaint Handling

The purpose of this study was to determine the effect of Quality of Service (X1) and Complaint Handling (X2) to Customer Loyalty (Y) with Satisfaction (Z) as an intervening variable. This study uses quantitative methods because it aims to confirm the data  obtained in the field with existing theories. Samples were obtained as many as 100 respondents of BPRS Suriyah Salatiga with accidental sampling technique. The data used in this study are primary data with a questionnaire. Data analysis used statistical tests through ttest test, f test, coefficient of determination (R2), instrument test, classical assumption test and Path Analysis test with the help of SPSS version 20. The result of this study indicate that service quality has a positive and significant effect on customer satisfaction, complaint handling has a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer loyalty, complaint handling has a positive and significant effect on customer loyalty, satisfaction has a positive and significant effect on customer loyalty, satisfaction mediates service quality to customer loyalty, and satisfaction mediates complaint handling to customer loyalty.

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 PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PENUMPANG MRT JAKARTA

2020 ◽  
Vol 9 (2) ◽  
pp. 124-131
Author(s):  
Erisa Deliyani ◽  
Bono Prambudi
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Positive Influence ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Transportation Service

This study aims to analyze the effect of service quality on customer satisfaction in the Jakarta MRT transportation service business. The sampling technique used was purposive sampling of 100 people who have used or routinely used the MRT as a research sample. The data analysis method used is a quantitative analysis of the validity and reliability test, the classic assumption test, linear regression analysis, t test and F test and the coefficient of determination. Based on data analysis, the results of the study indicate that the indicators in this study are valid and reliable. In the classical assumption test that the data is normally distributed, there is no heteroscedasticity and multicollinearity. The results obtained from SPSS data processing, it can be concluded that Service Quality has a positive influence on the MRT Jakarta Customer Satisfaction. These results show empirical evidence that the better the quality of service, the MRT customer satisfaction will increase.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DALAM MEMBENTUKLOYALITAS PELANGGAN PADA CLINICNATASHASKIN CARE MEDAN

2014 ◽  
Vol 1 (2) ◽  
pp. 67-82
Author(s):  
Mariyanti Sirait ◽  
Abd. Rasyid Syamsuri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Customer Loyalty ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Skin Care ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Analysis Techniques

This research aims to determine the effect of service quality for customer satisfaction in forming customer loyalty in Clinic Natasha Skin Care Medan.This type of research is quantitativeresearch.The sampling technique using incidental sampling method.The type of data used are primary data and secondary data.Data analysis techniques used in this research is descriptive analysis, multipleanalysisregression, hypothesis testing using simultaneous significant test (test F), significant testing partially (ttest), and testing the coefficient of determination (R2 ). These results indicating that together for a positiveand significantinfluence between service qualityfor customer satisfaction in forming customer loyalty in Clinic Natasha Skin Care Medan.The partial test (t test) note that variables and service service quality for customer satisfaction in forming customer loyalty in Clinic Natasha Skin Care Medan. While the variablecustomer satisfaction no effect dan significant impact on the purchase decisionat Clinic Natasha Skin CareMedan. Through testing ajusted adjusted coefficient of determinationR Square of 0.528 means that 52.8% factors service quality and customer satisfactioncan be explained by other factors which arent pursuing by other researcherpact and significantly to customer loyalty.

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