Pengaruh kualitas layanan dan citra merek terhadap loyalitas pelanggan dengan kepuasan pelanggan sebagai variabel intervening

Sanosra, Abadi; Nursaid, Nursaid; Sugroho, Agung Setiyo

doi:10.30872/jmmn.v14i1.10791

Cited by 17 publications

(25 citation statements)

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“…Pada penelitian ini, kepuasan konsumen menggunakan tiga dimensi yaitu konsumen merasa puas pada keseluruhan pengalaman menggunakan layanan, konsumen merasa bahwa pelayanan yang diberikan melebihi ekspektasi mereka, konsumen merasa senang menggunakan layanan dari pemberi layanan (Slack et al, 2020). Dimensi loyalitas pada penelitian ini menggunakan tiga dimensi yaitu pembelian berulang, melakukan rekomendasi kepada orang lain, dan melanjutkan penggunaan produk/jasa meskipun ada pengaruh yang berpotensi mengubah perilaku (Sanosra et al, 2022). Konsumen yang loyal akan melakukan pembelian berulang tanpa melakukan pertimbangan lagi dan senang hati untuk mengajak orang lain untuk menggunakan produk yang digunakan (Utami & Saputri, 2020).…”

Section: Pendahuluanunclassified

Dampak Kepercayaan dan Kepuasan Nasabah dalam Menggunakan Layanan Perbankan Elektronik BCA Terhadap Loyalitas Nasabah

Mulya Setiabudi,

Boanerges Tampi,

Gaby Jeisy

2023

JMO

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The development of information technology has triggered significant changes to various aspects of human life, including the banking industry. The banking industry has adopted electronic banking technology that has made it easier for customers. One of the banks with an excellent reputation for large electronic transactions is Bank BCA. This condition requires Bank BCA always to guarantee the quality of existing electronic services. If the service has problems that interfere with customer satisfaction and trust, Bank BCA has the potential to lose its loyal customers. Therefore, a study was conducted to examine customer trust and satisfaction in using BCA's electronic banking services and their impact on customer loyalty. This study uses a sequential explanatory combination research design, namely a quantitative study first followed by a qualitative study. This method is used to obtain more in-depth data related to the problem under study. The results of this study state that satisfaction has a positive and significant effect on loyalty. However, trust does not affect loyalty. However, this study states that BCA has succeeded in forming customer loyalty, such as the availability to recommend BCA to others, not wanting to switch and open accounts at other banks, and the desire to keep using BCA electronic banking services.

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Section: Pendahuluanunclassified

Dampak Kepercayaan dan Kepuasan Nasabah dalam Menggunakan Layanan Perbankan Elektronik BCA Terhadap Loyalitas Nasabah

Mulya Setiabudi,

Boanerges Tampi,

Gaby Jeisy

2023

JMO

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“…Beberapa studi tentang kualitas pelayanan, kepuasan mahasiswa dan loyalitas mahasiswa yang sudah dilakukan menyatakan bahwa terdapat pengaruh kualitas layanan terhadap loyalitas dan kepuasan mahasiswa mempunyai pengaruh yang signifikan terhadap loyalitas mahasiswa Universitas Terbuka (Soekiyono & Siswantini, 2014). Hasil penelitian lain juga menyatakan bahwa terdapat pengaruh yang signifikan antara kepuasan mahasiswa terhadap loyalitas mahasiswa Magister Manajemen Universitas Mercu Buana Jakarta, dapat diartikan bahwa jika tingkat kepuasan mahasiswa meningkat maka loyalitas mahasiswa juga akan meningkat.…”

Section: Pendahuluanunclassified

“…Pada gilirannya kepuasan mahasiswa dapat menciptakan kesetiaan atau loyalitas kepada kampus yang memberikan kualitas yang memuaskan. Penelitian yang dilakukan oleh (Soekiyono & Siswantini, 2014) menyatakan terdapat pengaruh kualitas layanan terhadap loyalitas dan kepuasan mahasiswa mempunyai pengaruh yang signifikan terhadap loyalitas mahasiswa. Penelitian (Edi, 2015) menyatakan bahwa kualitas layanan administrasi berpengaruh terhadap kepuasan mahasiswa dan kepuasan mahasiswa berpengaruh terhadap loyalitas mahasiswa.…”

Section: Pendahuluanunclassified

“…Hasil pengujian hipotesis kedua menunjukkan bahwa variabel pelayanan pegawai administrasi dan kepuasan mahasiswa secara simultan berpengaruh positif dan signifikan terhadap loyalitas mahasiswa pada Politeknik X Medan, ini dibuktikan dengan nilai Fhitung 10.891 > Ftabel 2.65 dengan nilai signifikan 0.000 < dari nilai alpha 0.05. Hasil penelitian ini sesuai dengan hasil penelitian yang dilakukan oleh (Soekiyono & Siswantini, 2014) yang berjudul Pengaruh Kualitas Layanan dan Kepuasan Mahasiswa Terhadap Loyalitas Melalui Citra Universitas Terbuka Sebagai Variabel Intervening, hasil penelitiannya menunjukkan bahwa terdapat pengaruh kualitas layanan terhadap loyalitas dan kepuasan mahasiswa mempunyai pengaruh yang signifikan terhadap loyalitas mahasiswa. Hasil penelitian ini juga searah dengan dengan hasil penelitian (Edi, 2015) yang berjudul Analisis Faktor-Faktor Yang Mempengaruhi Loyalitas Mahasiswa, yang menyatakan bahwa kualitas layanan administrasi berpengaruh terhadap kepuasan mahasiswa dan kepuasan mahasiswa berpengaruh terhadap loyalitas mahasiswa.…”

Section: Uji Validitas Dan Reliabilitasunclassified

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Pengukuran Loyalitas Mahasiswa dengan Pelayanan Pegawai Administrasi dan Kepuasan Mahasiswa

Hidayat¹,

Rohana²

2022

ekuitas

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This study aims to determine the effect of administrative staff service and student satisfaction on student loyalty. This research was conducted at the Polytechnic X Medan from September 2019 to completion. The primary data in this study were in the form of questionnaires and direct interviews with parties related to the research carried out such as to get student perceptions about administrative staff services, student satisfaction, and student loyalty. In addition, this study also uses secondary data in the form of references from books and articles published in journals. Questionnaires that have been designed were distributed to 186 students who became respondents. The observed variables consist of employee service, satisfaction, and student loyalty. After the questionnaires were distributed to the respondents, the results were made in tabulated form and then tested for validity and reliability. The research data were analyzed by quantitative descriptive using multiple linear regression. Hypothesis testing with coefficient of determination test, simultaneous test and partial test. The results of this study indicate that simultaneously and partially administrative employee services and student satisfaction have a positive and significant effect on student loyalty.

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“…Based on research conducted by Andreas & Yuniati (2016), the results of the study. Based on the direct effect of product quality on customer satisfaction, the coefficient value was 0,660 and significant at 0,000 while the direct effect of customer satisfaction on customer loyalty was obtained by a coefficient value of 0,609 and significant at 0,000.…”

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confidence: 99%

E-Commerce Website to Help SMEs to Support the Creative Economy Sector

Churiyah¹,

Kurniawan²,

Filianti³

2023

JEFMS

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The Covid-19 pandemic has encouraged initiatives to digitalize SMEs to be carried out seriously and more equally. This is due to the fact that the success of the SMEs business in the digital era is inextricably linked to its readiness to digitalize existing business operations. One proof of the readiness of SMEs in doing business in this digital era is that they have used digital marketing platforms. This research aims to digitalize the business of the SMEs group in the Tempe Industry Center in Kampung Sanan Malang, East Java, which is included in the Indonesian government’s projection to maximize income in the creative economy sector. This research is a qualitative research with the stages of research implementation covering the identification and mapping of the potential for digitalization of the economy, to the development of an e-commerce website in the Tempe Sanan Malang SMEs group. The research results take the shape of an e-commerce website used by SMEs actors, as well as an increase in digital competence owned by SMEs actors, enabling them to digitalize their businesses in a sustainable manner.

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Pengaruh kualitas layanan dan citra merek terhadap loyalitas pelanggan dengan kepuasan pelanggan sebagai variabel intervening

Cited by 17 publications

References 0 publications

Dampak Kepercayaan dan Kepuasan Nasabah dalam Menggunakan Layanan Perbankan Elektronik BCA Terhadap Loyalitas Nasabah

Dampak Kepercayaan dan Kepuasan Nasabah dalam Menggunakan Layanan Perbankan Elektronik BCA Terhadap Loyalitas Nasabah

Pengukuran Loyalitas Mahasiswa dengan Pelayanan Pegawai Administrasi dan Kepuasan Mahasiswa

E-Commerce Website to Help SMEs to Support the Creative Economy Sector

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