scholarly journals Analysis of the Effect of Service Quality on Customer Loyalty in Mediation by Customer Satisfaction at Loka Supermarket Cibubur

2020 ◽  
Vol 2 (4) ◽  
pp. 147-158
Author(s):  
I Made Adnyana ◽  
Yulianah ◽  
Agustiya Hutri Primasari
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Research Approach ◽  
Quality Dimensions

The purpose of this research is to study the influence of service quality on customer satisfaction and its impact on customer loyalty at Loka Supermarket Cibubur and to provide suggestions on how Loka Supermarket can increase customer loyalty by increasing the aspects that influence it. The research approach is quantitative research in accordance with data collection in the form of distributing questionnaires to 150 respondents. The results of this study indicate that each of the quality dimensions directly has a positive and significant effect on customer satisfaction at Loka Supermarket Cibubur. Customer satisfaction directly has a positive and significant effect on customer loyalty. And and each dimension of service quality indirectly affects customer loyalty through customer satisfaction.

scholarly journals Analysis of Competence and Service Quality on Customer Satisfaction and Loyalty in Eastern Indonesia Border Tourism

2021 ◽  
Vol 4 (2) ◽  
pp. 3016-3031
Author(s):  
Milcha Handayani Tammubua ◽  
Deni Surapto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Research Approach ◽  
Analysis Method ◽  
Pls Analysis ◽  
Effect Hypothesis ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The border tourism between Indonesia and Papua New Guinea is currently in great demand by many tourists. Therefore, this study aims to analyze customer satisfaction and loyalty which are influenced by competence and service quality. To test the direct and indirect effect hypothesis, this study adopts a quantitative research approach. The research instrument used was a questionnaire. The sample of this research was 192 tourists who were visiting the PLBN Skouw tour. The research data were analyzed using Partial Least Squares (PLS) analysis method with SmartPLS3.0 software. The results of this study can prove that competence can have a positive and significant effect on service quality and customer satisfaction. Customer satisfaction has a positive and significant effect on customer satisfaction and loyalty. In addition, customer satisfaction can also mediate the relationship between competence and customer satisfaction. Customer satisfaction is proven to have a positive and significant effect on customer loyalty. Customer satisfaction can also mediate the relationship between service quality and customer loyalty.

scholarly journals Dimensi Kualitas Pelayanan terhadap Kepuasan Konsumen

2020 ◽  
Vol 5 (2) ◽  
pp. 94
Author(s):  
Sulton Sholehuddin ◽  
Fahrurrozi Rahman
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Quantitative Research ◽  
Survey Method ◽  
Research Approach ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Simultaneous Influence

This study aims to analyze and determine the effect of the dimensions of service quality simultaneously and partially on customer satisfaction Khai Khai Thai Tea Malang. The population numbered 310 customers and fulfilled the criteria of the research sample (accindental sampling). The research method uses a survey method with a quantitative research approach with a sample of 75 respondents, the analytical tool used is SPSS 20. This study concludes that there is a simultaneous influence of the dimensions of service quality dimensions on consumer satisfaction Khai Khai Thai Tea Malang. Partially the dimension of service quality dimensions, namely responsibility and empathy, influences, but not significantly to the variable of customer satisfaction, Khai Khai Thai Tea, the center of Malang City. While tangibles, reliability and assurance variables have a significant effect on the quality of Khai Khai Thai Tea services in Malang.

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Loyalitas Konsumen Di Hotel Best Western Plus Kemayoran, Jakarta

2020 ◽  
Vol 2 (1) ◽  
pp. 47-53
Author(s):  
Dadang Kurnia Abdurrahman ◽  
Sri Fajar Ayuningsih
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Correlation Coefficient ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Sampling Technique ◽  
T Test ◽  
Test Reliability ◽  
Research Approach ◽  
Literature Study

This study aimed to analyze the effect of service on customer loyalty at the Best Western Plus Hotel Kemayoran. The research method used is a quantitative research approach. Data collection techniques to test hypotheses through a questionnaire addressed to 50 respondents who use the services of the Best Westen Plus Hotel Kemayoran. And equipped with making observations and literature study. The respondent sample data collection was carried out using an accidental sampling technique. The data analysis method used consists of validity test, reliability test, standard linear analysis test with t test, product moment correlation coefficient, and determination coefficient. The results obtained from the analysis of SPSS statistical data processing and hypothesis testing, namely the correlation coefficient between the service quality variable (X) and the customer loyalty variable (Y) is significant because it is between 0.5 <r< 075. Based on the results of the t-test analysis, the results are greater than the table, namely 2.604> 2.01. This figure shows that H0 is rejected and H1 is accepted, which means that the service quality variable (X) has a significant effect on customer loyalty (Y).

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah dan Loyalitas Nasabah Tabungan Britama Pada PT. Bank Rakyat Indonesia (Persero) Tbk Cabang Samarinda

2020 ◽  
Vol 8 (3) ◽  
pp. 199
Author(s):  
Poppy Alvianolita Sanistasya
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Data Collection Methods ◽  
Savings Accounts ◽  
Collection Methods

This study aims to determine: (1) the effect of service quality on customer loyalty; (2) the effect of service quality on customer loyalty; (3) the effect of satisfaction on customer loyalty. The type of research (explanatory effect). Samples of 110 respondents of savings accounts in BRI branch Samarinda. This study uses survey methode and data collection methods using questionnaires. Analysis of data used path analysis. Results of the path analysis can be seen that: (1) service quality variable have a significant effect on customer satisfaction variable; (2) service quality variable have a significant influence on customer loyalty variable; (3) customer satisfaction variable do not have a significant effect on customer loyalty variable.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH MELALUI CITRA PERUSAHAAN SEBAGAI VARIABEL MEDIASI

2018 ◽  
Vol 7 (12) ◽  
pp. 6675
Author(s):  
I Made Deddy Saputra ◽  
I Nyoman Nurcaya
Keyword(s):  
Quality Of Service ◽  
Image Quality ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Corporate Image ◽  
Analysis Technique

Customer satisfaction is an important element in determining and maintaining and growing the company. To be able to develop loyalty among its customers, banks need to know what factors influence loyalty and assess their performance in these factors. This research was conducted at PT. BPR Bali Dananiaga Denpasar. The number of respondents of this study were 117 respondents. Data collection is done through observation, interview and questionnaire. This research uses instrument test by using path analysis technique. Based on the analysis result found that service quality variable have positive and significant effect to company image. Quality of service has a positive and significant impact on customer loyalty. So the better the service quality of PT. BPR Bali Dananiaga, it will increase customer loyalty in PT. BPR Bali Dananiaga in Denpasar City. Corporate image has a positive and significant impact on customer loyalty. Corporate image proved able to mediate positively and significantly influence between service quality to customer loyalty.

Service Quality and Customer Loyalty

2013 ◽  
Vol 3 (2) ◽  
pp. 1-19
Author(s):  
Albert Chong Yan Vun ◽  
Amran Harun ◽  
Jaratin Lily ◽  
Charlie Albert Lasuin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Mediating Effect ◽  
Hierarchical Regression ◽  
Future Research ◽  
Study Results ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Survey Strategy

The study of e-consumer behavior is getting more attention in e-commerce related literature. Acknowledging the importance of e-commerce, this study aims to investigate the influence of e-service quality dimensions (efficiency, requirement fulfilment, accessibility, privacy and responsiveness) on customer satisfaction and customer loyalty as well as to understand the mediating effect of customer satisfaction on e-service quality and customer loyalty. The study employed survey strategy using a self-administered questionnaire with professionals working in different industries and business settings located in Sabah, Malaysia. Study results indicated that out of five e- service quality dimensions, efficiency, accessibility, privacy and responsiveness are positively affecting customer satisfaction but in contrast accessibility had insignificant impact on customer satisfaction. Meanwhile, efficiency, accessibility and responsiveness were found to have a positive and significant relationship with customer loyalty. The findings of hierarchical regression indicated that customer satisfaction partially mediated the effects of efficiency, privacy and responsiveness on customer loyalty. Based on these findings, the study implications and suggestions regarding future research are discussed.

scholarly journals Pengaruh Citra Toko dan Kualitas Pelayanan terhadap Kepuasan Pelanggan yang Berimplikasi kepada Loyalitas Pelanggan Toko Indomaret di Jakarta

2021 ◽  
Vol 5 (5) ◽  
pp. 536
Author(s):  
Maulana Agung Prakoso
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Urban Areas ◽  
Quantitative Research ◽  
Store Image ◽  
Industrial Growth ◽  
Quantitative Research Methods ◽  
Rural And Urban Areas ◽  
Retail Business

The retail business in Indonesia continues to grow rapidly, especially marked by the large number of mini markets that have grown in each region, both in rural and urban areas. Over time, industrial growth in the country has made retail business activities increase in product sales to customers in terms of meeting the needs of themselves, their families or others around them. One of the most well-known minimarkets in Indonesia is Indomaret. Indomaret is a type of retail company that is engaged in selling products that consumers use to meet their daily needs according to their needs. The purpose of this study was to determine the effect of Store Image, Service Quality on Customer Satisfaction and its Impact on Customer Loyalty at Indomaret Stores in Jakarta. The research method used is quantitative research methods. The data collection method used was a questionnaire distributed to 100 customers of Indomaret stores in Jakarta. The data processing method used is pls. The results showed that the store image and service quality affect customer satisfaction and affect customer loyalty at Indomaret stores in Jakarta. Bisnis retail di Indonesia terus berkembang pesat, terutama ditandai dengan banyaknya mini market yang tumbuh di setiap daerah, baik di pedesaan maupun di perkotaan. Seiring dengan berjalannya waktu, pertumbuhan industri di tanah air telah membuat aktivitas bisnis retail meningkat dalam penjualan produk kepada pelanggan dalam hal memenuhi kebutuhan diri, keluarga atau orang lain disekitarnya. Salah satu minimarket yang cukup terkenal di Indonesia adalah Indomaret. Indomaret merupakan salah satu jenis perusahaan retail yang bergerak dalam bidang penjualan produk-produk yang digunakan konsumen untuk memenuhi kebutuhan sehari-hari sesuai dengan kebutuhannya. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh Citra Toko, Kualitas Pelayanan terhadap Kepuasan Pelanggan dan Dampaknya terhadap Loyalitas Pelanggan pada Toko Indomaret di Wilayah Jakarta. Metode penelitian yang digunakan adalah metode penelitian kuantitatif. Metode pengumpulan data yang digunakan adalah kuesioner yang disebarkan kepada 100 pelanggan toko Indomaret di Jakarta. Metode pengolahan data yang digunakan adalah pls. Hasil penelitian menunjukkan bahwa Citra toko dan Kualitas Pelayanan berpengaruh terhadap Kepuasan Pelanggan dan berpengaruh terhadap Loyalitas Pelanggan pada toko Indomaret di Jakarta.

scholarly journals Service Quality Dimensions and Customer Satisfaction in online shopping: A customer’s perspective

2020 ◽  
Vol 4 (1) ◽  
pp. 53-76
Author(s):  
Amna Khan ◽  
Syed Sohaib Zubair ◽  
Sobia Khurram ◽  
Mukaram Ali Khan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Online Shopping ◽  
Reliability And Validity ◽  
Research Strategy ◽  
Path Coefficient ◽  
Five Dimensions ◽  
Quality Dimensions ◽  
Service Quality Dimensions

With the expansion of e-commerce, E-Service Quality is becoming increasingly important. The study aims to investigate the relationship between e-service quality dimensions and customer satisfaction in B2C online shopping in Pakistan emphasizing the customer’s perspective. A total of five dimensions of e-service quality have been tested with endogenous variable i.e. customer satisfaction. Using a quantitative research strategy, data from 225 participants was collected using online questionnaires where 88% of the respondents already had the experience of online shopping that made a valid sample of 199. Smart PLS was used to conduct the data analysis. Following reliability and validity analysis, out of all five dimensions, reliability showed the strongest path coefficient of 0.323. Results also show that all the five hypotheses were supported except for responsiveness. As far as implications of the study are concerned, online shopping stores should devote valuable resource to enhance the significant e-service quality attributes that are emphasized by this study. Moreover, E-Services are becoming increasingly important in B2C e-commerce for improving customer relations and increasing sales and developing countries are of no exception to it. Lastly, as the study is conducted in Pakistani context, generalizability to other countries particularly outside South Asia may be limited due to difference in customers’ shopping behaviours and attitudes.

scholarly journals The Effect of Service Quality, Corporate Image, and Price Perceived in Creating Customer Satisfaction and Loyalty on Education Business

2020 ◽  
Vol 10 (1) ◽  
pp. 45-56
Author(s):  
Slamet Heri Winarno ◽  
Aloysius Rangga Aditya Nalendra ◽  
Bryan Givan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Quantitative Research ◽  
Corporate Image ◽  
Equation Modeling ◽  
Business Services ◽  
Price Perception ◽  
Customer Satisfaction And Loyalty

Competition in business services, especially education services show a trend that increasingly tight nowadays. Each school is required to be able to create a level of satisfaction and loyalty for its service users. This study was conducted to determine the effect of service quality, corporate image and price perception in creating customer satisfaction and loyalty. In this study using 173 respondents as a sample by using the method of saturated sampling. This research is a quantitative research using the observation method, interview, and spreading of the questionnaire. The analysis technique used is Structural Equation Modeling (SEM) with the path diagram. Variables used include quality of service (X1), corporate image (X2), price perception (X3), customer satisfaction (Y1) and customer loyalty (Y2). The results showed that customer satisfaction is influenced by corporate image and price perception of 18.4% while customer loyalty is influenced by price perception and customer satisfaction of 60.5%. This suggests that service quality is not always a decisive factor in customer satisfaction and loyalty.

scholarly journals The Role of Quality in Bit Stream Access Internet Service Providers on Customer Loyalty

2020 ◽  
Vol 9 (4) ◽  
pp. 1515-1524
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Providers ◽  
Level Of Service ◽  
Clear Understanding ◽  
Internet Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Degree Level

The Internet Service Provider (ISP) sector in Palestine operates in a highly competitive market that presents many challenges related to Israeli rules and regulations concerning internet services. Such challenges emphasize the need for the various ISPs to have a detailed and clear understanding of the critical service quality dimensions that affect the loyalty of customers, and to constantly evaluate and strengthen the service they provide. Therefore, the aim of this work is to study the influence of service quality on customer satisfaction and loyalty in the Palestinian internet sector. The study used a quantitative approach based on the SERVQUAL dimensions to collect the data from internet subscribers through a questionnaire and the data was analyzed using statistical methods. The survey data was gathered from 403 valid responses covering more than eight ISP companies in the West Bank. An examination of the study variables based on the conceptual framework was achieved by using SPSS, where means of quantitative methods such as a comparison of means, and simple and multiple regressions were calculated. The results indicate that, in general, the level of service quality does not meet customer expectations. In addition, a descriptive analysis of the study variables indicates that the means of three service quality dimensions (reliability, responsiveness, and tangibility) have a medium degree level, while empathy and assurance have a high degree level. It is showed that service quality positively affects customer satisfaction. A positive relationship exists between customer satisfaction and customer loyalty. The study suggests that the effect of the “responsiveness” dimension on consumer satisfaction and loyalty is stronger than the effects of the other dimensions, with “tangibility” having the lowest effect. Finally, the study recommends to ISPs to improve the level of service quality in order to meet customers' needs and wants, and in order to gain long-term customer loyalty.

Sign in / Sign up

Export Citation Format

Share Document