scholarly journals VARIABEL ANTESEDEN KEPUASAN DAN PENGARUHNYA TERHADAP LOYALITAS KONSUMEN

Performance ◽  
2017 ◽  
Vol 23 (2) ◽  
pp. 28
Author(s):  
Hanif Abdul Latif ◽  
Dwiwiyati Astogini ◽  
Sumarsono Sumarsono
Keyword(s):  
Service Quality ◽  
Perceived Value ◽  
Web Design ◽  
Consumer Loyalty ◽  
Web Navigation ◽  
Sample Data ◽  
Antecedent Variable ◽  
Web Quality ◽  
Positive Effect

The purpose this study to identify and analyze the effect antecedent variable of satisfaction that is web design, web navigation, costumized preview, website quality, service quality, and perceived value to consumer loyalty of Lazada.co.id. The sample in this study there were 155 respondents who are consumers of Lazada.co.id in Jakarta region. Convenience sampling method used in the determination of the sample. Data was analyzed using Equational Structural Modeling (SEM). These results indicate web design has no effect on web quality, web navigation has positive effect on web quality, customized preview has no effect on web quality, web quality has no effect on perceived value, service quality has positive effect on perceived value, perceived value has positive effect on satisfaction,satisfaction has positive effect on consumer loyalty.

scholarly journals The Influence Customer Trust, Service Quality, and Perceived Price on Customer Satisfaction and Customer Loyalty

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
DARA AJENG MANDIRA ◽  
SULIYANTO SULIYANTO ◽  
ALISA TRI NAWARINI
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sample Data ◽  
Perceived Price ◽  
Customer Trust ◽  
Positive Effect

The purpose of this research is to know and analyze the influence customer trust, servicequality, and perceive price of expedition company towards customer satisfaction, effectedtoo on customer loyalty. The sample in this study there are 100 respondents.Conveniencesampling method is used in the determination of this research sample. Data were analyzedusing Structural Equational Modeling (SEM) with SPSS and AMOS statistical software.Theresults of this study show that cusotmer trust, customer satisfaction, service quality,perceived price has a positive effect on Customer Satisfaction. Thus, customer satisfactionhas a positive effect on customer loyalty.

scholarly journals The Structural Relationship among Perceived Service Quality, Perceived Value, and Customer Satisfaction-Focused on Starbucks Reserve Coffee Shops in Shanghai, China

2021 ◽  
Vol 13 (15) ◽  
pp. 8633
Author(s):  
Yuhan Ge ◽  
Qing Yuan ◽  
Yaxi Wang ◽  
Keunsoo Park
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Perceived Value ◽  
Significant Positive Effect ◽  
Coffee Shop ◽  
Perceived Service Quality ◽  
Positive Effects ◽  
Coffee Shops ◽  
Positive Effect

In today’s increasingly competitive coffee industry, the point of running a good coffee shop is no longer to run a coffee and beverage shop simply, but to focus on the quality of service and the value that customers feel as a result. Previous studies have mainly discussed the customer satisfaction and behavioral intention of restaurants, while few studies have explored the influencing factors of customer satisfaction and behavioral intention of chain coffee shops. Given that the perceived service quality theory and DINESERV model can effectively predict customer satisfaction and behavioral intention, this study took 385 consumers in the first Starbucks Reserve flagship store in China as survey objects. SmartPLS 3.0 software was used to explore the relationship among respondents’ perceived service quality, customer perceived value, satisfaction, and behavioral intention. The results show that service quality has a partially significant positive effect on perceived value. Perceived service quality and customers’ perceived value both have significant positive effects on satisfaction. Customers’ satisfaction has a significant positive effect on their behavioral intention. These results indicate that enterprises should strengthen the emotional bond between consumers and enterprises and improve the reliability, assurance, and empathy of perceived service quality to create a better emotional resonance between consumers and the Starbucks brand to improve customer satisfaction. At the same time, it should also promote the symbolic perceived value of Chinese consumers to Starbucks to realize the sustainable development of coffee-shop operation and consumer repurchase. This study expands the research on the service quality, perceived value, and behavioral intention of coffee chain enterprises in the context of non-habitual coffee-drinking countries. Moreover, it provides case support for the operation and research of regional cultural consumption habits of international catering chain enterprises.

scholarly journals ANALISIS PENGARUH PERSEPSI KUALITAS PELAYANAN DAN PERCEIVED VALUE TERHADAP KEPUASAN RELIGIUS UNTUK MENINGKATKAN MINAT MENABUNG ULANG (Studi Pada BNI Syariah Semarang)

2016 ◽  
Vol 13 (1) ◽  
pp. 14
Author(s):  
Hibba Al Kanzu ◽  
Harry Soesanto
Keyword(s):  
Service Quality ◽  
Perceived Value ◽  
Third Party ◽  
Islamic Banking ◽  
Repurchase Intention ◽  
Perceived Service Quality ◽  
Data Analyst ◽  
Regression Test ◽  
Independent Variable ◽  
Positive Effect

The problem in this research is a decrease in the amount of third party funds (savings)are decreased and the high number of closing the savings account of Islamic banking.This research aims to test the power of perceived service quality and perceived value toreligious satisfaction to improve consumer resaving interest in an Islamic Banking insemarang (study in BNI Syariah). This study using three independent variable isperceived service quality and perceived value , variable resaving intention consumer as adependent variable and variable religious satisfaction as intervening.A method of this research technique using probability sample that is random samplingand clusters of sampling to sample as many as 100 of respondents in the middle class andover who had bought an apartment in semarang .A method of data analyst using atechnique double regression analysis , the analysis includes: test the validity of , a test ofreliability , test the assumption of the classics , linear regression test doublet test , test f ,test the coefficients determined and test sobel.The results show significant and positive effect perceived service quality to religioussatisfaction and resaving intention, significant and positive effect perceived value toreligious satisfaction and repurchase intention, and then significant and positive effectreligious satisfaction to repurchase intention.Keywords : Perceived Service Quality, Perceived Value, Religious Satisfaction,Repurchase Intention.

Encouraging consumer loyalty: the role of family business in hospitality

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Cláudia Miranda Veloso ◽  
Daniela Magalhães ◽  
Bruno Barbosa Sousa ◽  
Cicero Eduardo Walter ◽  
Marco Valeri
Keyword(s):  
Service Quality ◽  
Family Business ◽  
Structural Equation ◽  
Perceived Value ◽  
Structural Equations ◽  
Family Businesses ◽  
Corporate Image ◽  
Consumer Loyalty ◽  
Content Type ◽  
Guest Satisfaction

PurposeThe aim of this paper is to understand the importance of consumer loyalty in the specific context of Hotel Family Business. This study proposes a conceptual model to examine how perceived service quality and corporate social responsibility (SCR) influence guest satisfaction and loyalty, and also how they relate to corporate image, perceived value and price.Design/methodology/approachThrough the structural equation model (SEM), a research model was proposed to examine SQ and CSR affect satisfaction and loyalty to the Douro Family Hotel and also, how they interact with corporate image, perceived value and price. The main purpose is to analyse the drivers of guest loyalty and its importance for the development and sustainability of family hotels in Douro (Portugal).FindingsThe results of the study indicate that CSR and SQ perceived by the guest have a direct and positive effect on guest satisfaction and loyalty to Douro family hotels. These variables are also determinants of the perceived value, corporate image and price.Research limitations/implicationsThe sample is restricted and obtained by the convenience technique, but with sufficient size for the application of the structural equations model. However, the results obtained cannot be generalised to all hotels or contexts, as they only reflect information on family hotels in the Douro.Practical implicationsFamily businesses are a substantial share of the European economy, from the industrial sector to the services industry, including also hospitality. In Portugal, family businesses likewise play a key role, both in terms of wealth creation and job creation.Originality/valueThese findings provide knowledge to family hotels on how they should implement a CSR policy that promotes service quality, corporate image and guest satisfaction, and therefore their loyalty and the competitiveness of the family hotel business.

scholarly journals PENGARUH CITRA RUMAH SAKIT DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PASIEN MELALUI KEPUASAN PASIEN (STUDI PADA RUMAH SAKIT UMUM KARDINAH TEGAL)

2019 ◽  
Vol 3 (1) ◽  
Author(s):  
M. Andi Ardiyanto ◽  
Mr. Tabrani
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Positive Influence ◽  
Sem Analysis ◽  
Consumer Loyalty ◽  
Analysis Method ◽  
Collection Method ◽  
Positive Effect

M. Andi Ardiyanto. Influence of Image and Quality of Service To Consumer Loyalty Through Consumer Satisfaction (Study At Hospital KardinahTegal). Thesis.Tegal: Master of Management Pancasakti University of Tegal. 2017 The purpose of this research is to test empirically the influence of image and service quality to consumer loyalty through consumer satisfaction (Study AtHospital KardinahTegal). The research variables in this research are image, service quality, satisfaction and loyalty. The hypothesis of this study is the image and quality of service influence on consumer loyalty through consumer satisfaction. Data collection method used in this research is questionnaire. While the data analysis method used is SEM analysis using AMOS application The result of this research are (1) image have positive effect to satisfaction (2) service quality have positive effect to satisfaction (3) image have positive effect to loyalty (4) service quality have positive influence to loyalty (5) satisfaction positive effect to loyalty (6) Can mediate the influence of the image on loyalty but satisfaction can not mediate the influence of service quality on loyalty.Keywords: Image, Service Quality, Satisfaction, Loyalty

scholarly journals Effect of Perceived Value on Customer Satisfaction, Loyalty and Service Quality of Selected Hospitals in Chhattisgarh

2019 ◽  
Vol 8 (3S2) ◽  
pp. 58-64
Keyword(s):  
Health Care ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Perceived Value ◽  
Sampling Technique ◽  
Health Care Sector ◽  
Customer Perceived Value ◽  
Positive Effect ◽  
Structured Questionnaire

Health care sector in India has grown fast in the past few decades. The primary reason for existence of health care sector is to provide care for its patients and to satisfy their needs. Providing excellence in service is an imperative determinant for the escalation and development of health care units. The present study seeks to identify the effect of customers perceived value on customer satisfaction, loyalty and service quality of selected hospitals in the state of Chhattisgarh. With the help of 400 inpatient and outpatient sample respondent’s data were collected from ten hospitals covering four districts of Chhattisgarh. Purposive sampling technique was adopted for data collection with structured questionnaire. Structured equation modelling was performed for data analysis with the help of smart PLS v3 (trial). The study outcome revealed that the dimension customer perceived value is found to have positive effect on service quality, customer satisfaction and customer loyalty in health care sector of Chhattisgarh. Perceived value is also found to positively predict the dimension of service quality including assurance, tangibility, reliability, responsiveness and empathy.

scholarly journals THE IMPACT OF BRAND IMAGE AND SERVICE QUALITY ON BUYING DECISIONS AND ITS IMPLICATION ON CONSUMER SATISFACTION (CASE STUDY AT PT IMI)

2020 ◽  
Vol 1 (3) ◽  
pp. 394-408
Author(s):  
Sylvia Okta Pradita ◽  
Arifin Sitio
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Brand Image ◽  
Purchasing Decisions ◽  
Analysis Technique ◽  
The Impact ◽  
Positive Effect ◽  
Buying Decisions

This study aims to analyze the Impact of Brand Image and Service Quality on Buying Decisions and Its Implications on Consumer Satisfaction (Case Study at PT IMI). This type of research used in this study is a type of causal research with a quantitative approach. The population in this study is all PT IMI customers who have received document storage services as much as 465 customers. The determination of the number of samples was been taken using the Slovin formula to obtain 82 research samples. While analysis technique used is path analysis. The result of these study indicate whether: (1) Brand Image has a positive and significant influence on Purchasing Decisions, (2) Service Quality has a positive and significant effect on Purchasing Decisions, (3) Brand Image has a positive and significant effect on Consumer Satisfaction, (4) Service Quality has a positive effect and significant impact on Consumer Satisfaction, (5) Purchasing Decisions have a positive and significant effect on Consumer Satisfaction.

scholarly journals PENGARUH TRUST, SERVICE QUALITY, RELATIONSHIP SATISFICATION, EXPERIENCE QUALITY, TERHADAP LOYALITAS NASABAH BANK NEGARA INDONESIA PADA MAHASIWA FAKULTAS EKONOMI UST YOGYAKARTA

2018 ◽  
Vol 2 (1) ◽  
pp. 68
Author(s):  
Sukma Nur Annisa ◽  
IBN Udayana
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Effect

This study was conducted to determine the effect of trust, service quality, relationship satisfication, experience quality on customer loyalty Bank Negara Indonesia in Yogyakarta UST Faculty of Economics. This research was conducted at the faculty of economics UST Yogyakarta, samples taken as many as 120 people with accidental sampling method.The data collection is done by distributing questionnaires using a scale of 1-10 points to measure 22 indicators. The results of this study indicate the results for the variable trusts positive effect on loyalty, service quality positive effect on loyalty, relationship satisfication no effect on loyalty, and quality experience no effect on loyalty. For the determination of the results of this test is 13.8% on loyalty.

scholarly journals Analisis Stimulus Pemasaran Produk Kopi terhadap Kepuasan dan Loyalitas Konsumen (Studi Kasus pada Kafe Semasa Semarang)

2021 ◽  
Vol 5 (3) ◽  
pp. 805-818
Author(s):  
Septia Permatasari ◽  
◽  
Edy Prasetyo ◽  
Siswanto Santoso
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Consumer Loyalty ◽  
Satisfaction Index ◽  
Quota Sampling ◽  
The Impact ◽  
Number Of Customers

The aims of the study are to (i) find out the impact of marketing stimulus on consumer satisfaction, (ii) find out the impact of marketing stimulus on consumer loyalty, (iii) find out the impact of marketing stimulus on consumer loyalty through customer satisfaction, and (iv) find out the level of consumer satisfaction at Semasa Cafe in Semarang. This research was conducted in March 2020. Semasa Cafe was chosen as a research location based on the consideration that Semasa Cafe has an outdoor café concept, the use of a small building in the corner of the shop, and does not have wifi facilities but still has a large number of customers. The number of samples was determined using 110 quota sampling with customers of Cafe Semasa as respondents, while the determination of samples was done using accidental sampling. Criteria for respondents are consumers who buy coffee products at Semasa Cafe with a minimum of three visits a month. Data collection is done by conducting interviews based on a questionnaire that has been prepared. Data were analyzed using path analysis, IPA (importance performance analysis) and (CSI) customer satisfaction index. This research find out that price variable, service quality variable, and also promotion variable have an influence on customer satisfaction. Quality of service variable, promotion variable, and customer satisfaction variable have impact customer loyalty. Service quality variable and promotion variabel has an influence on consumer loyalty through customer satisfaction of Semasa Cafe coffee products . Semasa Cafe consumer satisfaction level is 85.2% which means consumers are in the criteria of very satisfied.

PENGARUH KUALITAS PELAYANAN DAN PROMOSI TERHADAP LOYALITAS NASABAH MELALUI KEPUASAN NASABAH PADA PT ADIRA DINAMIKA MULTIFINANCE Tbk

2018 ◽  
Vol 5 (1) ◽  
Author(s):  
Rasmansyah Rasmansyah, MM. ◽  
Erfine Kumala Furi
Keyword(s):  
Service Quality ◽  
Direct Effect ◽  
Consumer Satisfaction ◽  
Research Result ◽  
Survey Method ◽  
Consumer Loyalty ◽  
Result Show ◽  
Branch Office ◽  
Positive Effect ◽  
Significant Direct Effect

Multifinance bussiness is not always being about financing a vehicle transportation but the service quality for their consumer and the promotion do also, which is in those case the company will also trying to reach the satisfaction of consumer and company loyalty. The strategy have been done by Adira Finance before, but the problem which they faced was can not reach the optimal goals still. The problem was approached cause the strategy in service all at once the marketing strategy cant increase the loyalty which Company’s wanted yet, where its belonging indicated with the connection of consumer satisfaction. This research had a purpose, and it is to knowing the service quality and the promotion towards consumer loyalty through the satisfaction which is held by Adira Finance. The research also had a hypothesis which are service quality, the promotion and consumer satisfaction have a significant direct effect to consumer loyalty of Adira Finance. This research method using the survey method and the quetioner for doing the interview with respondents. By purposive sampling, Adira Finance consumer who was came to branch office (car exspecially) on Jakarta ( South Jakarta, Pancoran, Kelapa Gading Car, and West Jakarta) from Monday till Saturday, so being a hope, those sample can be represent a whole of car consumer at Jakarta. The data result will be analyze with SPSS 20 version. The research result show us that the promotion variable have a significant direct effect towards loyalty consumer, but its not also happened to service quality which not have a direct effect either. The service quality have its significant direct effect just for consumer satisfaction, and in the other side doing the direct effect towards consumer loyalty. This thing said that if the Company wants to increasing the loyalty of consumer then the consumer satisfaction is the good intervening variable for it, as well known the service quality have a significant effect and together with promotion will be affect the loyalty of consumer. But there is an another variable and factor in other than service quality, promotion and consumer satisfaction which can affect Adira Finance’s consumer loyalty. The company have to consider and learning more those another causes or factors and increasing the positive effect one, because the effect can be bigger than effect of the three variable in this research

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