THE STRATEGY FOR IMPROVING THE CUSTOMERS LOYALTY OF KAI AGRO PARAHYANGAN

Purpose: This study aims to find out about the influence of price fairness and service quality toward customers’ satisfaction and loyalty, along with its indirect relationship on customers’ loyalty. This study focuses on the customers of Indonesian Railways Company/KAI especially the passenger of Argo Parahyangan with Jakarta – Bandung route through Gambir Station. Methodology: This study used a descriptive qualitative methodology, applying Square Equation Model (SEM) in analyzing the data. The sample is taken from 254 customers who use KAI Agro Parahyangan. Result: The results showed that full mediation on price fairness variable has no significant influence toward the customers’ satisfaction. Meanwhile, for the variable of service quality has significant and positive influence on customers’ satisfaction. But, both price fairness and service quality are having significant relationship toward customer’s loyalty. Conclusion: Therefore, in conclusion, customer’s loyalty is influenced by the customer’s satisfaction.

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Strategy for enhancing KAI Argo Pahrayangan Customers’ loyalty

Research Society and Development ◽

10.33448/rsd-v10i1.11656 ◽

2021 ◽

Vol 10 (1) ◽

pp. e33010111656

Author(s):

Bertoto Eka F ◽

Budhi Haryanto

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Significant Relationship ◽

Business Strategy ◽

Price Fairness ◽

Customer's Loyalty ◽

Descriptive Qualitative

This study aims to know about things that needed to be done to build customer loyalty. Customer loyalty is believed could give a view on the decision to enhance satisfaction and loyalty thus it can be used to make a business strategy. The focus of the study is on the customers of PT. Kereta Api Indonesia (Indonesia Train Company) especially the passenger of Argo Pahrayangan with Jakarta – Bandung route through Gambir Station. Price fairness and service quality become the variable of the study. The methodology used is descriptive qualitative with a library-based approach to analyze customer’s loyalty. The result showed that the higher the level of price fairness, the higher the customer’s satisfaction. It’s possíble to observe that service quality can also affect the customer’s satisfaction. Therefore, in conclusion, both price fairness and service quality are having a significant relationship with customer satisfaction.

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Empirical Study on Multi-Channel Service Quality and Customer Loyalty of Retailers

Journal of Electronic Commerce in Organizations ◽

10.4018/jeco.2014100101 ◽

2014 ◽

Vol 12 (4) ◽

pp. 1-12 ◽

Cited By ~ 4

Author(s):

Qi Yong-zhi

Keyword(s):

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Online Shopping ◽

Positive Influence ◽

Equation Model ◽

Channel Integration ◽

Shopping Experience ◽

Integration Service ◽

Channel Service

This paper studies the influence of offline RSSQ (retailing store service quality), online store ESQ (E-service quality) and O2O MCISQ (multi-channel integration service quality) on traditional retailers' customer loyalty as well as the relation of them three in multi-channel retailing. 380 customers with both offline and online shopping experience at the same retailer's store are investigated. Through the structural equation model, we find out that in multi-channel retailing, RSSQ and MCISQ have a positive influence on customer loyalty; RSSQ and ESQ have a positive influence on MCISQ; the influence of ESQ on customer loyalty is not significant; ESQ has a strong correlation with RSSQ. These conclusions indicate that on one hand, retailers should focus more on RSSQ and ESQ, because they contribute to improve MCISQ. On the other hand, retailers should strengthen the coordination between RSSQ and ESQ in order to further enhance MCISQ and as a result, the customer loyalty.

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ANALISIS EFEKTIVITAS PROGRAM PENYELENGGARAAN DIKLAT KANTOR PPSDM KEMENDAGRI REGIONAL MAKASSAR TERHADAP KINERJA ASN

Indonesian Journal of Business and Management ◽

10.35965/jbm.v3i2.649 ◽

2021 ◽

Vol 3 (2) ◽

pp. 89-97

Author(s):

Fifi Asfiah ◽

Muhlis Ruslan ◽

Chahyono Chahyono

Keyword(s):

Regression Analysis ◽

Training Program ◽

Multiple Regression Analysis ◽

Significant Influence ◽

Significant Relationship ◽

Direct Relationship ◽

Regression Coefficient ◽

Education And Training ◽

Indirect Relationship ◽

And Training

Tujuan penelitian ini untuk mengetahui sejauh mana pengaruh pendidikan dan pelatihan terhadap kinerja ASN melalui efektifitas program diklat pada Kantor PPSDM Kemendagri Regional Makassar. Jumlah responden sebanyak 222 orang yaitu pegawai dan peserta pelatihan yang dilakukan pada kantor tersebut. Metode analisis yang digunakan adalah regresi berganda melalui pendekatan jalur atau path. Hasil analisis menunjukan bahwa pendidikan dan pelatihan berpengaruh positif dan signifikat terhadap efektivitas program diklat dan kinerja ASN secara langsung, artinya koefisien regresi yang dihasilakan bertanda positif dengan tingkat signifikan yang lebih kecil dari signifikasi standar jika dihubungkan secara langsung atau tanpa dimediasi variable lain. Efektifitas program diklat juga memiliki pengaruh positif dan signifikat terhadap kinerja ASN secara langsung, koefisien regresi yang dihasilakan bertanda positif dengan tingkat signifikan yang lebih kecil dari signifikasi standar jika dihubungkan secara langsung atau tanpa dimediasi variable lain. Untuk mengukur hubungan tidak langsung antara pendidikan dan pelatihan terhadap kinerja ASN melalui efektifitas program diklat hasil yang ditunjukan bahwa pendidikan dan pelatihan memiliki hubungan positif dan signifikan terhadap kinerja ASN melalui efektifitas program diklat. Hubungan tidak langsung memiliki koefisien regresi yang lebih besar dari hubungan langsung yang terjadi. Hal ini diperoleh dari nilai koefisien total yang lebih besar. The purpose of this study was to determine the extent of the influence of education and training on the performance of ASN through the effectiveness of the education and training program at Regional PPSDM Minstry of Home Affairs Makassar. The number of respondents was 222 people consisting of employees and trainees, conducted at the office. The data was analysed using multiple regression analysis through the path approach. The results show that education and training have a positive and significant effect on the effectiveness of the training program and ASN performance directly. The effectiveness of the training program also has a positive and significant influence on ASN performance directly. To measure the indirect relationship between education and training on ASN performance through the effectiveness of the education and training program, a second regression was conducted. The results show that education and training have a positive and significant relationship to ASN performance through the effectiveness of the education and training program. Indirect relationship has a regression coefficient that is greater than the direct relationship that occurs. This is obtained from the larger total coefficient.

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PENGARUH MOTIVASI KERJA DAN KEMAMPUAN MENGAJAR GURUTERHADAP PRESTASI BELAJAR SISWA PADA GUGUS IISEKOLAH DASAR KECAMATAN KEBAYAKAN KABUPATEN ACEH TENGAH

Jurnal Ilmiah Didaktika ◽

10.22373/jid.v14i2.513 ◽

2014 ◽

Vol 14 (2) ◽

Author(s):

Fatmasari Fatmasari

Keyword(s):

Student Achievement ◽

Primary School ◽

Significant Influence ◽

Significant Relationship ◽

Work Motivation ◽

Positive Influence ◽

The Other ◽

Teaching Ability ◽

Teachers And Students ◽

Positive Effect

Motivation is one of the superior tools in order subordinate willing to work hard and smart in accord with the goal. If there is one achieve his or her motivation, then he or she tend to be continuously motivated. On the other hand, if there is one often fail to reach his or her motivation, then he or she keep preserving and keep make effort and pray till his or her motivation be reached or becomes hopeless. This study is aimed at knowing if there is a significant relationship between work motivation and teacher teaching ability toward the students’ achievement in Gugus II Primary School, Kebayakan Sub-district, Aceh Tengah. This study uses a quantitative approach with descriptive methods. The populations of the study were all the teachers and students at Gugus II Primary School Kebayakan sub-district, Aceh Tengah. The samples of the study were 31 teachers and 31 students. The results of this study indicate that the first hypothesis that there is a positive effect on work motivation with student achievement (rx1y = 0.670), second, there is a positive effect of the teachers teaching ability on the student achievement (rx2y = 0.691), there are three positive influence on work motivation and teachers teaching ability upon the achievement (rx1x2 = 0.856). The simultaneous analysis indicates that work motivation and the teachers teaching ability could affect the students’ achievement. Out of motivation variable hypothesis on the teacher high teaching ability has a significant influence on students’ achievement in Gugus II Primary School, Kebayakan sub-district, Aceh Tengah

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FAKTOR PENENTU DARI PERSEPSI NILAI PELANGGAN DAN IMPLIKASINYA TERHADAP INTENSI PEMBELIAN

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v9i2.1608 ◽

2018 ◽

Vol 10 (2) ◽

pp. 157

Author(s):

Anotonius Agus Susanto

Keyword(s):

Service Quality ◽

Significant Influence ◽

Purchase Intention ◽

Customer Value ◽

Equation Modeling ◽

Probability Method ◽

Price Fairness ◽

Value Perception ◽

Customer Value Perception ◽

Economic Price

The purpose of this study is to examine the determinants of customer value perception of the purchase intention on the internet consumer services. The methodology of this research was hypothesis testing. Sample in this research is conducted by non-probability method with purposive sampling technique from 350 internet subscribers in Jakarta. The result of the research by structural equation modeling analysis in the first model showed that the service quality, experience economy and price fairness have a significant influence to customer value perception. In the second model, the results showed that service quality, experience economic, price fairness and customer value perception have a significant influence to purchase intention.

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MODEL TERINTEGRASI DARI KESETIAAN PELANGGAN PADA BANK PEMERINTAH

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v7i2.797 ◽

2014 ◽

Vol 7 (2) ◽

pp. 1

Author(s):

Yunita Nila Dewi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Positive Influence ◽

Equation Model ◽

Sampling Techniques ◽

Font Size ◽

Quality Image

This study aimed to analyze the influences of service quality and image on customer loyalty from customer satisfaction that useful for marketing managers in making decisions for the company. This study was conducted on the state banks customers and took 200 customers becamesamples. This study used Structural Equation Model (SEM). The method used is a non probability sampling with purposive sampling techniques. Based on the results of this study is that there’s positive influence of service quality on customer satisfaction and influence of image on customer satisfaction. Furthermore, the customer satisfaction positive influence on customer loyalty, but there’s no positive influence of service quality on customer loyalty from customer satisfaction. Furthermore there’s no positive influence of image on customer loyalty from customer satisfaction. Keywords : Service Quality, Image, Customer Satisfaction, Customer Loyalty

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Revisit Intention to Hospital: Factors Unveiled From a Case Study of Balimed Hospital

Jurnal Manajemen Teori dan Terapan | Journal of Theory and Applied Management ◽

10.20473/jmtt.v10i3.3551 ◽

2017 ◽

Vol 10 (3) ◽

pp. 205

Author(s):

Harimukti Wandebori

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Significant Influence ◽

Significant Relationship ◽

Private Hospital ◽

Revisit Intention ◽

Quality Dimensions ◽

Service Quality Dimensions ◽

Hospital Factors

This study aims to investigate the effect of Service Quality Dimensions on Customer Satisfaction, the effect of Customer Satisfaction towards Patient Revisit Intention and searching a significant relationship between variables within the biggest private hospital in Denpasar Bali, RS BaliMed. Improving Service Quality and establishing Customer Satisfaction within the hospital will increase the Patient Revisit Intention, our motive is to find out the truth regarding the statement for RS BaliMed. This study adopted several literatures for the Service Quality, Customer Satisfaction and Revisit Intention assessment. In this study, 100 respondents’ data were analyzed using PLS model and finds that Assurance and Empathy from Service Quality Dimensions have positive and significant influence toward Customer Satisfaction and also followed by the findings of Customer Satisfaction has positive and significant influence toward Revisit Intention. Interestingly this study also found that Reliability, Assurance and Empathy have indirect significant influence toward Revisit Intention which considered as unique findings.

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Kualitas Pelayanan Dampaknya Terhadap Kepuasan Dan Loyalitas Pasien Rumah Sakit Muhammadiyah Palembang

BALANCE: Economic, Business, Management and Accounting Journal ◽

10.30651/blc.v15i02.1783 ◽

2018 ◽

Vol 15 (02) ◽

Author(s):

Maftuhah Nurrahmi ◽

Hardiansyah Al Fikri

Keyword(s):

Service Quality ◽

Significant Influence ◽

Structural Equation ◽

Secondary Data ◽

Equation Model ◽

Data Sources ◽

Primary Data ◽

Patients Satisfaction ◽

Equation Modelling ◽

Research Type

ABSTRACT This research is formulated whether or not there was significant influence of service quality toward the patients’ satisfaction and loyality impact at mauhammadiyah hospital Palembang. This research was aimed at determining the significant influence of service quality toward the patients’ satisfaction and loyality impact at muhammadiyah hospital Palembang. This research type was such an associative. The research location was at muhammadiyah hospital of Palembang. There were 100 respondents used as sample of the research. The data sources were primary data and secondary data. To collect the data, the researcher used questionnaire. To analyze the data, the researcher used Structural Equation Model (SEM) for windows 8.70 version. The resuls showed that there was significant of service quality toward the patients’ satisfaction and loyality impact at muhammadiyah hospital Palembang. Keywords : service quality, patients’ satisfaction, loyality Correspondence to : [email protected], [email protected] ABSTRAK Rumusan masalah dalam penelitian ini yaitu 1) adakah pengaruh kualitas pelayanan terhadap kepuasan pasien Rumah Sakit Muhamadiyah Palembang. 2) Adakah pengaruh kepuasan pasien terhadap loyalitas pasien Rumah Sakit Muhammadiyah Palembang. Tujuan penelitian ini 1) Untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pasien Rumah Sakit Muhamadiyah Palembang. 2) Untuk mengetahui pengaruh kepuasan pasien terhadap loyalitas pasien Rumah Sakit Muhammadiyah Palembang. Jenis penelitian ini adalah asosiatif dengan tempat penelitian di rumah sakit Muhammadiyah Palembang. Penelitian ini menggunakan sampel sebanyak 100 responden. Data yang digunakan adalah primer dan sekunder, sedangkan teknik pengumpulan datanya adalah kuesioner. Adapun teknik analisis data yang dugunakan adalah Structural Equation Modelling (SEM) for windows versi 8.70. Hasil penelitian menujukkan bahwa 1) Kualitas pelayanan berpengaruh positif signifikan terhadap kepuasan pasien rumah sakit Muhammadiyah Palembang. 2) kepuasan pasien berpengaruh positif signifikan terhadap loyalitas pasien rumah sakit Muhammadiyah Palembang. Kata Kunci : Kualitas Pelayanan, Kepuasan Pasien, Loyalitas Pasein.Korespondensi : [email protected], [email protected]

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EKSPEKTASI PENGGUNA LAYANAN TRANSPORTASI PUBLIK TRANS JOGJA

JIMFE (Jurnal Ilmiah Manajemen Fakultas Ekonomi) ◽

10.34203/jimfe.v7i1.3386 ◽

2021 ◽

Vol 07 (01) ◽

Author(s):

Anggiaseva Putrika Damayanti ◽

Rifki Khoirudin ◽

Keyword(s):

Service Quality ◽

Public Interest ◽

Quantitative Research ◽

Positive Influence ◽

Primary Data ◽

Service Users ◽

Qualitative And Quantitative ◽

Research Population ◽

In Trans ◽

Descriptive Qualitative

Abstrak: Penelitian ini bertujuan untuk melihat apakah variabel kenyamanan, kualitas pelayanan, tarif angkutan, kinerja angkutan dan aksesibilitas memiliki pengaruh terhadap minat masyarakat terhadap layanan Trans Jogja. Penelitian ini merupakan penelitian deskriptif kualitatif dan kuantitatif. Populasi penelitian adalah seluruh pengguna layanan Trans Jogja. Menggunakan jenis data primer yang diperoleh dari hasil pengisian kuisioner oleh responden yaitu pengguna layanan Trans Jogja yang kemudian dilakukan pengelompokan karakteristik responden. Hasil penelitian menunjukkan bahwa variabel kenyamanan, kualitas pelayanan dan aksesibiltas memiliki pengaruh positif terhadap minat masyarakat terhadap layanan Trans Jogja. Sedangkan variabel tarif angkutan dan kinerja angkutan menunjukan hasil tidak signifikan terhadap minat masyarakat terhadap layanan Trans Jogja. Dengan hasil temuan ini, penelitian ini dapat menjadi bahan evaluasi bagi pihak pengelola mengenai kondisi layanan Trans Jogja berdasarkan perspektif dari pengguna layanan Trans Jogja. Abstract: This study aims to see whether the variables of convenience, service quality, transportation fares, transportation performance and accessibility have an influence on people's interest in Trans Jogja services. This research is a descriptive qualitative and quantitative research. The research population is all users of Trans Jogja services. Using the type of primary data obtained from the results of filling out questionnaires by respondents, namely users of Trans Jogja services, then grouping the characteristics of respondents. The results showed that the variables of convenience, service quality and accessibility had a positive influence on public interest in Trans Jogja services. While the variables of transportation rates and transportation performance showed insignificant results on public interest in Trans Jogja services. With these findings, this research can be used as an evaluation material for the management regarding the condition of Trans Jogja services based on the perspective of Trans Jogja service users.

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Meningkatkan Kepuasan Pelanggan Melalui Knowledge Management Dan Service Quality

Gorontalo Management Research ◽

10.32662/gomares.v1i1.116 ◽

2018 ◽

Vol 1 (1) ◽

pp. 15

Author(s):

Yakup Yakup

Keyword(s):

Knowledge Management ◽

Customer Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Positive Influence ◽

Equation Model ◽

Variable Effect ◽

Random Samples ◽

Research Findings ◽

The University

The purpose of this study was to determine the effect of knowledge management and service quality to customer satisfaction. The research was done at the University of Gorontalo by using a population of 147 students as respondents. Sampling techniques in this study using the proportional method possible random samples from six faculties. The analysis was performed with the Structural Equation Model (SEM) using Lisrel 8,70. The results of the research findings of research showed a positive influence knowledge management and service quality to customer satisfaction. The dominant variable effect on customer satisfaction is a variable service quality.

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