scholarly journals How Service Quality Affects Customer Loyalty in the Online Transportation

2018 ◽  
Vol 2 (3) ◽  
pp. 105-108
Author(s):  
Putu Gde Arie Yudhistira
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Rapid Growth ◽  
Descriptive Study ◽  
Survey Method ◽  
Provincial Capital ◽  
Quantitative Descriptive

Online transportation in Indonesia is experiencing rapid growth. The existence of online transportation is not only in big cities, but has begun to spread to areas that can be categorized as second cities, including Denpasar City as the provincial capital of Bali. Increasingly intense competition, especially in the field of online transportation, where many producers are involved in fulfilling the needs and wants of consumers, causing each service company to place customer satisfaction orientation as the main goal to win the competition. This study aims to determine the effect of service quality offered by online transportation to customer satisfaction in Denpasar City, with the number of respondents as many as 100 respondents. This research is a quantitative descriptive study and the method of this research is a survey method with a questionnaire instrument. The results of the study influence the quality of service on customer satisfaction by 43.5% while the remaining 56.5% can be explained by other causes not examined in this study.

scholarly journals Loyalitas Pasien Rawat Inap Melalui Layanan BPJS Kesehatan (Studi pada RSI Jemursari Surabaya)

2016 ◽  
Vol 1 (1) ◽  
pp. 1-10
Author(s):  
Putri Mahanani ◽  
Denis Fidita Karya
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Least Square ◽  
Survey Method ◽  
The People ◽  
The Government

BPJS is one of the health services provided by the government to the people ofIndonesia. In the process of patient care by using BPJS there were some complaints fromconsumers related to the quality of service. Poor service quality will have an impact onconsumer dissatisfaction in the service, so that it is capable of influencing consumer loyalty.Loyalty can only be generated if consumers have experienced the satisfaction of a goodservice quality provided by the service provider. This study aims to determine the effectof service quality on customer loyalty. In this case the customer satisfaction are thingsthat need to be met first before consumers get to the stage of loyalty. Respondents of thisstudy are inpatients in RSI Jemursari Surabaya as many as 100 people who use the serviceBPJS third grade. This study used survey method and analyzed using path analysis withPartial Least Square (PLS). Results from this study is the quality of service has an influenceon loyalty with mediation of consumer satisfaction. Loyalty can occur if the satisfactionfelt by consumers. Thus, in this study, customer satisfaction a mediating variable for therelationship between the variables of service quality and customer loyalty.

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.

ANALISA DAMPAK KEPUASAN PELANGGAN DALAM HUBUNGAN ANTARA ORIENTASI PELAYANAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN SALON MUSLIMAH

2021 ◽  
Vol 8 (3) ◽  
pp. 297
Author(s):  
Ibnu Jauzi ◽  
Ari Prasetyo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Orientation ◽  
Service Companies ◽  
The Impact ◽  
The Relationship ◽  
Pls Method

ABSTRAKLoyalitas pelanggan merupakan hal yang harus diutamakan perusahaan jasa dalam menjalankan bisnisnya. Tanpa adanya pelanggan yang loyal terhadap perusahaan maka sustainbility perusahaan tersebut akan terancam. Penelitian ini bertujuan untuk meneliti dampak orientasi pelayanan dan kualitas pelayanan terhadap loyalitas pelanggan melalui kepuasan pelanggan pada salon muslimah di Kota Kediri. Apakah dalam mencapai loyalitas pelanggan harus melalui kepuasan pelanggan atau tidak. Penelitian ini menggunakan pendekatan kuantitatif dengan metode SEM PLS. Pengujiannya dilakukan menggunakan aplikasi SmartPLS 3.0 dengan kategori responden yaitu pelanggan yang telah merasakan produk salon muslimah di Kota Kediri. Hasil penelitian menunjukkan adanya efek moderasi kepuasan pelanggan dalam hubungan orientasi dan kualitas pelayanan terhadap loyalitas pelanggan.Hal tersebut mengindikasikan bahwa orientasi dan kualitas pelayanan yang dilakukan oleh salon muslimah di Kota Kediri bisa dikategorikan baik sehingga membuat para pelanggannya menjadi loyal.Kata Kunci: Loyalitas Pelanggan, Orientasi Pelayanan, Kualitas Pelayanan, Kepuasan Pelanggan, Salon Muslimah. ABSTRACTCustomer loyalty is something that must be prioritized by service companies in running their business. Without customers who are loyal to the company, the company's sustainability will be threatened. This study aims to examine the impact of service orientation and service quality on customer loyalty through customer satisfaction at Muslimah salons in Kediri. Whether to achieve customer loyalty must go through customer satisfaction or not. This study uses a quantitative approach with the SEM PLS method. The test was carried out using the SmartPLS 3.0 application with the respondent category, namely customers who have experienced Muslim salon products in Kediri. The results showed that there was a moderating effect of customer satisfaction in the relationship between orientation and service quality on customer loyalty. This indicates that the orientation and quality of service carried out by muslimah salons in Kediri City can be categorized as good so that it makes its customers loyal.Keywords: Customer Loyalty, Service Orientation, Service Quality, Customer Satisfaction, Muslimah Salon.

scholarly journals ANALISIS DIMENSI SERVICE QUALITY, LOYALITAS, DAN KETERIKATAN PERUSAHAAN PENANAMAN MODAL ASING DI KAWASAN-KAWASAN INDUSTRI JAWA TIMUR.

2021 ◽  
Vol 2 (1) ◽  
pp. 32-48
Author(s):  
Hironimus Hari Kurniawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Contribution ◽  
Descriptive Study ◽  
Domestic Investment ◽  
Logistics System ◽  
Strategic Location ◽  
Main Factors ◽  
Quantitative Descriptive

This study examines Foreign Direct Investment (FDI/PMA) and Domestic Investment (DI/PMDN) which are relatively balanced (49.9% : 50.1%), and continue to be conducive during the Covid-19 Pandemic. In East Java Province, PMA continues to show a significant contribution to the national economy. This research is a descriptive study on the perspective of PMA tenant companies in the cities of Surabaya, Gresik, and Mojokerto, as a representation of the driver of the East Java Industry. The method used is a sequential explanatory research method, which is a quantitative descriptive study with a SERVQUAL (Service Quality) theoretical approach and dimensions of Loyalty and Engagement. The population is determined as many as 527 respondents, and then taken a sample of 228 respondents.The results of this study indicate that Customer Satisfaction has a high score of 88.02, Dissatisfaction is at a low level of 7.19, Customer Loyalty and Engagement are high at 77.59 and 88.36. These findings indicate that PMA customer satisfaction has been well appreciated by tenants, with several priority notes, especially to increase loyalty. The results of this study become an empirical indicator for management to understand important factors, especially for increasing satisfaction and loyalty, such as the focus on improving facilities and accelerating services. The main factors that contribute to loyalty are customer confidence in the management of the area which has shown good integrity and reputation among East Java industry players. The advantages of the logistics system, strategic location, and infrastructure advantages are at the top as recommendation factors.

EFFECT OF SERVICE QUALITY ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION PT. MAYBANK INDONESIA FINANCE JAKARTA BRANCH

2021 ◽  
Vol 1 (4) ◽  
pp. 202-211
Author(s):  
Hendri Hendri ◽  
Budi Haryono ◽  
Saparso Saparso
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Good Service ◽  
Purposive Sampling ◽  
Pls Analysis

This study discusses the effect of service quality on customer loyalty mediated by customer satisfaction at PT. Maybank Indonesia Finance Jakarta Branch. This research was conducted by using purposive sampling. Data analysis using Smart PLS analysis. The results of the analysis conclude that service quality does not affect customer loyalty. So it can be said, good service quality may not necessarily make the customer loyal to PT. Maybank Indonesia Finance because there are still several factors that can make customers loyal. Service quality has a positive and significant effect on customer satisfaction. So it can be said, good service quality will increase customer satisfaction with PT. Maybank Indonesia Finance. Customer Satisfaction has a positive and significant influence on Customer Loyalty. So it can be said, increasing customer satisfaction will make customers more loyal to PT. Maybank Indonesia Finance. Customer satisfaction can mediate the effect of service quality on customer loyalty. So it can be said, if the quality of service provided is getting better, it will form high customer satisfaction in the minds of customers, then this will further increase customer loyalty at PT. Maybank Indonesia Finance.

scholarly journals Menguji Loyalitas Pelanggan Restoran

2018 ◽  
Vol 14 (2) ◽  
pp. 121-128
Author(s):  
Sabar Sabar
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Analysis Technique ◽  
Managerial Implications ◽  
Improve Service Quality ◽  
Restaurant Owners

This study aims to examine the effect of service quality on satisfaction and its impact on the restaurant's ability to build customer loyalty. The sampling method used was accidental sampling. The analysis technique used was SEM PLS. The results showed that the quality of service had an impact on satisfaction which led to an increase in restaurant customer loyalty. Managerial implications of research results should be that managers or restaurant owners could improve service quality through reliability, responsiveness, assurance, empathy, tangible so that customer satisfaction increases so that it had an impact on customer loyalty.  

scholarly journals Quality of Service, Satisfaction and The Effect towards Customer Loyalty

2020 ◽  
Vol 7 (1) ◽  
pp. 32-39
Author(s):  
Suwarsito Suwarsito ◽  
Syukri Ghozali ◽  
Herlin Widasiwi Setianingrum ◽  
Sufi Alawiyah
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Satisfaction ◽  
Survey Method ◽  
Collection Method ◽  
Data Collection Method ◽  
Research Population

The purpose of the research is to analyze and identify the effect of the service quality and satisfaction variables toward customer loyalty. the data collection method used in this researchi uses the survey method with questionnaires. This research population is the customers of Indosat Unlimited in Depok. From the results of the analysis, it shows that the service quality significantly influences the customer loyalty, proven by the t significant value of 0.000 smaller that α 0.05 with the coefficient of 2.537. Quality of service has a significant effect on the customer loyalty ishown by the t significant value 0.000 less than 0.05. service quality and satisfaction significantly influence the customer loyalty shown by F value of 0.000 smaller than 0.05 and are able contribute to the customer loyalty variables of 0.504 or 51.7%. the remaining 48.3% is influenced by other variables that are not analized in this research.

scholarly journals THE INFLUENCE OF CUSTOMER RELATIONSHIP MANAGEMENT, CUSTOMER SATISFACTION QUALITY OF SERVICE AND CUSTOMER LOYALTY (Empirical Study On Corporate Travel Organizers Umrah and Hajj PT. Travel Albadriyah)

2019 ◽  
Vol 1 (2) ◽  
pp. 114-125
Author(s):  
Subaebasni ◽  
Henny Rinawati ◽  
Anoesyirwan Moeins
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Customer Relationship ◽  
Survey Method ◽  
Management Service ◽  
Corporate Travel

Every company should be able to understand the behavior of consumers in the target market because the survival of the company as an organization that seeks to meet the needs and desires of consumers rely heavily on the behavior of consumers. Through an understanding of consumer behavior, the management company can develop appropriate strategies and programs to take advantage of existing opportunities and outperform their competitors. Therefore, the quality of good service and build relationships with customers able to accomplish the goals of the company. It certainly needs to be an active part of all employees and those involved in the provision of services. (MORA, 2017). Based on the analysis and discussion that has been described on the effect of customer relationship management, service quality, and customer satisfaction to customer loyalty in Corporate Travel Organizers Umrah and Hajj PT. Travel Albadriyah, it can be concluded that customer relationship management, service quality, and customer satisfaction proved to influence jointly on customer loyalty Corporate Travel Organizers Umrah and Hajj PT. Travel Albadriyah. As this study is descriptive and verification, using the survey method.

scholarly journals STUDI CITRA RUMAH SAKIT DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN PADA RUMAH SAKIT AWAL BROS TANGERANG

2019 ◽  
Vol 8 (2) ◽  
Author(s):  
Agung Sulistyo ◽  
Aris Gumilar
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Direct Effect ◽  
Customer Loyalty ◽  
Research Method ◽  
Direct Influence ◽  
Positive Direct ◽  
Descriptive Method

This study aims to determine the effect of hospital image and service quality to customer loyalty through customer satisfaction at Awal Bros Tangerang Hospital. The research method used in this research is descriptive method, and by testing the hypothesis. The result of the study found that: 1) There is a positive direct effect of Hospital Image on Customer Satisfaction of Awal Bros Tangerang. 2) There is a positive direct influence Quality of service to Customer Satisfaction Awal Bros Tangerang Hospital. 3) There is a positive direct influence Customer Satisfaction on Customer Loyalty Awal Bros Tangerang Hospital. 4) There is a positive direct impact Hospital image of Customer Loyalty Awal Bros Tangerang Hospital.5) There is a positive direct effect quality of service to Customer loyalty Awal Bros Tangerang Hospital. 6) There is no positive indirect influence of Hospital Image on Customer loyalty through Customer Satisfaction of Awal Bros Tangerang Hospital. 7) There is an indirect effect of service quality on Customer Loyalty through Customer Satisfaction  Awal Bros Tangerang Hospital.

scholarly journals Customer Loyalty: Quality of Service

2019 ◽  
Vol 3 (1) ◽  
pp. 299 ◽  
Author(s):  
Apri Budianto
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Customer Loyalty ◽  
Null Hypothesis ◽  
Survey Method ◽  
Working Hypothesis ◽  
Positive Effect ◽  
Loyal Customers

This article focuses on the influence of service quality on customer loyalty to modern market customers. This article is motivated by the increasing number of modern market customers caused by the quality of service that affects the increasing loyalty of customers. The formulation of the problem in this article is how the quality of service influence on customer loyalty. The working hypothesis in this article is: "Service Quality positively affects customer loyalty".The method employed in making this article was done to get a picture of the effect of service quality on customer loyalty to modern market customers. Data were collected through data collection techniques in the field using explanatory survey method. Customer loyalty is influenced by the service quality of 38.30%. This means that customer loyalty is only affected a small portion of service Quality of 38.30%. Thus tcount> ttable was 3.421> 1.667. Then the null hypothesis (Ho) is rejected. This means that service quality has a positive effect on customer loyalty.Service Quality positively affects customer loyalty, meaning the better the quality of service provided the more loyal customers.

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