THE EFFECT OF REPUTATION AND COMPETENCE ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION

2020 ◽  
pp. 66-72
Author(s):  
Ari Dwi Astono ◽  
Widji Astuti ◽  
Harianto Respati
Keyword(s):  
Higher Education ◽  
Regression Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Higher Education Institutions ◽  
Direct Influence ◽  
Tertiary Institutions ◽  
Central Java ◽  
Analysis Technique

This study aims to analyze the effect of reputation, competence on customer loyalty with customer satisfaction as an intervening variable. The population in this study were students of private tertiary institutions in Central Java who are members of Services for Higher Education Institutions Region VI, while a sample of 5 private universities, using the purposive sampling method, was taken with the Slovin formula of 190 respondents. The analysis technique uses regression analysis. Research results show the customer satisfaction variable can be an intervening variable or able to mediate between the direct influence of the reputation variable and the competency variable on customer loyalty variables.

scholarly journals Pengaruh Iklan Islami Terhadap Minat Beli Calon Konsumen Matahari Dept. Store di Jawa Tengah

2019 ◽  
Vol 7 (2) ◽  
pp. 143
Author(s):  
Saifudin Saifudin
Keyword(s):  
Regression Analysis ◽  
Sampling Method ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Advertising Message ◽  
Central Java ◽  
Analysis Technique ◽  
Simultaneous Influence ◽  
Central Java Province

<p>The purpose of this research is to find out the influence of Islamic advertising (Islamic advertising messages, Islamic story illustrations and Muslim advertising stars) Mahatahari Dept. Store against the buying interest of prospective Mahatahari Dept. Store in Central Java. This research was conducted in Central Java Province with a sample size taken as many as 120 respondents with a purposive sampling method. Data was collected by distributing questionnaires using the Likert scale to measure 13 indicators. The analysis technique used is multiple linear regression analysis. The results of the study found that Islamic advertising messages, illustrations of Islamic stories and Muslim advertising stars had a positive and significant effect on consumers' buying interest. Based on the calculation of the coefficient of determination, it can be explained that the simultaneous influence of Islamic advertising message variables, illustrations of Islamic stories and Muslim advertising stars on consumer buying interest. While the partial results of the illustrative variable of Islamic stories and Muslim advertising stars have a positive and significant effect on consumer buying interest, but Islamic advertising message variables have no effect on buying interest.</p>

ANALISIS PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN

2020 ◽  
Vol 9 (2) ◽  
pp. 132-144
Author(s):  
Davia Sri Astuti ◽  
Mohamad Lutfi
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Test Reliability ◽  
Internet Service ◽  
Business World ◽  
Normality Test ◽  
Competitive Products

The business world is getting really competitive these days. Including in providing internet service business. The Supra Primatama Nusantara Inc. or known as Biznet, is one of the services company that runs in the field of providing internet service. Biznet has several products. The product which will be analysed is Biznet Home, a product provided for housing and for apartment that lots of them recently known in need of internet service. Although there are lots of similar competitive products, but Biznet is remain able to stand by doing several strategies. This research itself has the purpose to find out how far is the effect from the Service Quality (X1), the Customer Satisfaction (X2), towards Customer Loyalty (Y), of Biznet Home in Bali. The sample of this research is in amount of 90 respondents by doing the accidental sampling method with the whole population of Biznet Home customers in Bali. The method which is used in this research is quantitative with regression analysis method. There are examination steps such as validation test, reliability test, normality test, multicollinearity test, heteroscedasticity test, multiple regression analysis, correlation test, determination coefficient test, simultaneously F test, and t statistic test.. This research results that independent variables of service quality (X1) and customer satisfaction (X2) have the significant positive relation towards dependent variable of customer loyalty (Y).

scholarly journals PERAN GENDER SEBAGAI VARIABEL MODERASI DALAM PENGARUH KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN

2019 ◽  
Vol 8 (9) ◽  
pp. 5741
Author(s):  
Rizky Aditya Maharany ◽  
I Wayan Santika
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Research Data ◽  
Data Analysis Technique ◽  
Analysis Technique ◽  
The City ◽  
Different Levels

This study aims to explain gender as a moderating variable in the effect of customer satisfaction on customer loyalty. This research was conducted in the city of Denpasar which involved 110 respondents. To obtain research data, a method was used by distributing questionnaires. The data analysis technique used in this study is moderating regression analysis. The results of this study state that customer satisfaction significantly influences customer loyalty. Gender as a moderating variable in the effect of customer satisfaction on customer loyalty, gender as a moderating variable that strengthens the effect of customer satisfaction on customer loyalty. Management is expected to be able to consider gender factors, this is because these variables can be used as an indication of how different levels of customer satisfaction when viewed from the aspect of gender depending on the needs and considerations of each individual. Keywords: customer satisfaction, customer loyalty, gender

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 PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP LOYALITAS NASABAH TABUNGAN PADA BANK NAGARI CABANG AUR KUNING KOTA BUKITTINGGI

Jurnal Ecogen ◽  
2018 ◽  
Vol 1 (4) ◽  
pp. 97
Author(s):  
Winda Octaviani ◽  
Yulhendri Yulhendri ◽  
Rose Rahmidani
Keyword(s):  
Regression Analysis ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Relationship Management ◽  
Secondary Data ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Primary Data ◽  
Analysis Technique

This study aims to know and prove how much influence Customer Relationship Management (CRM) on customer loyalty at Bank Nagari Branch Aur Kuning in Bukittinggi City.This type of research is causative. The population in this study were customers of Bank Nagari Branch Aur Kuning. The samples were taken using Slovin formula with 100 respondents. This sampling technique is based on accidental sampling method. The type of data used in this study is primary data and secondary data. Data analysis technique used multiple regression analysis technique using SPSS version 15.00. The results of this study indicate that: 1) Trust has a positive significant effect on customer loyalty, 2) Commitment has a negative and not significant impact on customer loyalty, 3) Communication has a positive significant effect on customer loyalty. Keywords: Trust, Commitment, Communication and Loyalty

scholarly journals PENGARUH KEPUASAN DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN RUMAH MAKAN DUA PUTRI DI KELURAHAN MATANO KECAMATAN BUNGKU TENGAH

2020 ◽  
Vol 3 (2) ◽  
pp. 111-122
Author(s):  
Muhammad Randi Satrio ◽  
Chalil Chalil ◽  
Ira Nuriya Santi
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Purposive Sampling ◽  
Analysis Technique ◽  
Customer Trust

The  purpose  of  this  research  is  to  test  and  analyze  1)  Influence  simultaneously  variable  of satisfaction and trust to customer loyality of Two Princess Restaurant in Matano Sub-District of Bungku Tengah District. 2) Partial influence of customer satisfaction variable on customer loyalty Two Putri Restaurant in Matano Village, Central Bungku District. 3) Partial influence of customer trust variable on customer loyalty of Two Princess Restaurant in Matano Sub-district of Bungku Tengah District. This type of research is descriptive causally. Sampling technique using Purposive Sampling, obtained sample of 60 respondents. Data analysis technique is multiple linear regression analysis. The results showed that based on the results of Test F, customer satisfaction variables and customer trust simultaneously have a positive and significant impact on customer loyalty Two Putri Restaurant in Matano Village, Central Bungku District. Partially, customer satisfaction variable (X1) has a positive and significant influence on customer loyalty of Two Putri Restaurant in Matano Village, Central Bungku District. The variable of customer trust (X2) has a positive and significant impact on customer loyalty of Two Princess Restaurant in Matano Sub-district, Bungku Tengah District. Tujuan penelitian adalah untuk menguji dan menganalisis 1) Pengaruh secara simultan variabel kepuasan dan kepercayaan terhadap loyalitas pelanggan Rumah Makan Dua Putri di Kelurahan Matano Kecamatan Bungku Tengah. 2) Pengaruh secara parsial variabel kepuasan pelanggan terhadap loyalitas pelanggan Rumah Makan Dua Putri di Kelurahan Matano Kecamatan Bungku Tengah. 3) Pengaruh secara parsial variabel kepercayaan pelanggan terhadap loyalitas pelanggan Rumah Makan Dua Putri di Kelurahan Matano Kecamatan Bungku Tengah. Tipe penelitian adalah deskriptif kausal. Teknik penarikan sampel menggunakan Purposive Sampling, diperoleh sampel sebanyak 60 responden. Teknik analisis data adalah analisis regresi linier berganda. Hasil penelitian menunjukkan bahwa berdasarkan hasil Uji F, variabel kepuasan pelanggan dan kepercayaan pelanggan secara simultan berpengaruh positif dan signifikan terhadap loyalitas pelanggan Rumah Makan Dua Putri di Kelurahan Matano Kecamatan Bungku Tengah. Secara parsial variabel kepuasan pelanggan (X1) berpengaruh positif dan signifikan terhadap loyalitas pelanggan Rumah Makan Dua Putri di Kelurahan Matano Kecamatan Bungku Tengah. Variabel kepercayaan pelanggan (X2) berpengaruh positif dan signifikan terhadap loyalitas pelanggan Rumah Makan Dua Putri di Kelurahan Matano Kecamatan Bungku Tengah.

scholarly journals SERVICE QUALITY, CUSTOMER SERVICE QUALITY, CUSTOMER SATISFACTION, DAN CORPORATE IMAGE TERHADAP CUSTOMER LOYALTY PADA KLINIK KECANTIKAN DI JAKARTA

Media Bisnis ◽  
2020 ◽  
Vol 11 (2) ◽  
pp. 163-170
Author(s):  
MEGI TAMIA ◽  
WIBISONO SOEDIONO
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Corporate Image ◽  
Skin Care ◽  
Good Effect ◽  
Analyse Data

The purpose of this research to aware of the influence of service quality, customer satisfaction, and corporate image, toward customer loyalty on klinik kecantikan erha skin care at Jakarta. This study using regression analysis to analyse data. The research has 100 sample on klinik kecantikan erha skin care. Research used purposive sampling method to determine this study. This study found that service quality, customer satisfaction and corporate image good effect on customer loyalty on klinik kecantikan erha skin care in Jakarta.

PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA HANA RAMEN KARAWANG

2021 ◽  
Vol 6 (2) ◽  
pp. 28-44
Author(s):  
Nurul Fatimah
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Range Analysis ◽  
Microsoft Excel ◽  
Analysis Technique ◽  
Verification Methods ◽  
Scale Range

Penelitian ini bertujuan untuk mengetahui bukti empiris mengenai Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan melalui Loyalitas Pelanggan sebagai variable intervening di Hana Ramen Karawang. Penelitian dilakukan dengan menggunakan metode deskriptif dan verifikatif. Pengambilan sampel dilakukan dengan metode insidental sampling dengan jumlah sampel 285 responden dari populasi sebanyak 995 orang. Teknik analisis data yang digunakan adalah teknik Scale Range Analysis dan Path Analysis dengan bantuan Methode Successive Intervals (MSI), program komputer Microsoft Excel 2007 dan SPSS versi 17. Dari analisis data penelitian, diperoleh beberapa kesimpulan sebagai berikut: Kualitas Layanan Hana Ramen Karawang berada pada kriteria baik, Kepuasan Pelanggan Hana Ramen Karawang adalah kriteria Puas, Loyalitas Pelanggan Hana Ramen Karawang saat ini pada kriteria setia. Kata Kunci : Kulitas Layanan, Kepuasan Pelanggan, Loyalitas Pelanggan.   This study aims to determine empirical evidence regarding the effect of service quality on customer satisfaction through customer loyalty as an intervening variable in Hana Ramen Karawang. The research was conducted using descriptive and verification methods. Sampling was done by incidental sampling method with a sample size of 285 respondents from a population of 995 people. The data analysis technique used is the Scale Range Analysis and Path Analysis techniques with the help of the Successive Intervals (MSI) Method, Microsoft Excel 2007 computer program and SPSS version 17. From the analysis of research data, the following conclusions are obtained: Service Quality Hana Ramen Karawang is at good criteria, customer satisfaction Hana Ramen Karawang is satisfied criteria, customer loyalty Hana Ramen Karawang is currently on the criteria of loyalty. Keywords: Service Quality, Customer Loyality, Customer Satisfaction.

scholarly journals PENGARUH KUALITAS PRODUK, HARGA, DAN PROMOSI TERHADAP LOYALITAS PELANGGAN

2019 ◽  
Vol 8 (11) ◽  
pp. 6762
Author(s):  
Daniel I Nyoman Renatha Cardia ◽  
I Wayan Santika ◽  
Ni Nyoman Rsi Respati
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Linear Regression ◽  
Product Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Analysis Techniques ◽  
Analysis Technique

The purpose of this study is to examine the effect of product quality, price, and promotion on customer loyalty on Smartfren prepaid card users in Denpasar City. This research was conducted in Denpasar City by using a sample size of 100 people with a probability sampling method. Data collection was obtained by the results of questionnaires using a scale as measured by a Likert scale. The data analysis technique used in this study is multiple linear regression analysis techniques. The results of the study proposed that product quality has a positive and significant effect on customer loyalty in Smartfren prepaid card users, prices have a positive and significant effect on customer loyalty, and promotion has a positive and significant effect on customer loyalty on Smartfren prepaid card users in Denpasar City. Keywords: product quality, price, promotion, customer loyalty    

scholarly journals PERAN KEPUASAN PELANGGAN DALAM MEMEDIASI PENGARUH INOVASI PRODUK TERHADAP LOYALITAS PELANGGAN (Studi pada Konsumen Warunk Upnormal)

2019 ◽  
Vol 8 (12) ◽  
pp. 7177
Author(s):  
Dinda Sukma Rangga Wati ◽  
I.G.A.K Sri Ardani
Keyword(s):  
High School ◽  
Customer Satisfaction ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Product Innovation ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Purposive Sampling ◽  
Analysis Technique ◽  
The City

As the development of the culinary business is quite rapid, it requires businesses to develop and innovate a product that suits the needs and tastes of consumers. One of the products that is currently superior is Warunk Upnormal. The purpose of this study is to examine the effect of Product Innovation on Customer Loyalty through customer satisfaction Warunk Upnormal.The variables studied in this study were product innovation, customer satisfaction and customer loyalty. The number of samples taken is 100 consumers of Warunk Upnormal with a purposive sampling method that has the criteria of ever buying a product and visiting the Warunk Upnormal, domiciled in the city of Denpasar, and educated last high school. Data was collected through questionnaires. The analysis technique used is path analysis and supported by the sobel test.Based on the results of the analysis found that product innovation variables have a positive and significant effect on Warunk Upnormal customer satisfaction, product innovation variables have a positive and significant effect on Warunk Upnormal customer loyalty, customer satisfaction variables have a positive and significant effect on Warunk Upnormal customer loyalty, and customer satisfaction variables mediate influence product innovation towards customer loyalty in the City of Denpasar.   Keywords: product innovation; consumer satisfaction; customer loyalty; warunk upnormal.

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