Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah Dengan Intermediasi Kepuasan Nasabah Dan Nilai Yang Dirasakan Nasabah

Nursiana, Adinoto

doi:10.31937/manajemen.v3i1.172

Cited by 6 publications

(9 citation statements)

References 36 publications

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“…This can be explained that if Customer Satisfaction has increased, then the increase will also occur in Customer Loyalty. The results of this study are following the results of previous studies conducted by [7]- [9], [16]which suggests that there is a positive and significant influence between customer Satisfaction on Customer Loyalty. The finding of this research is that customer Satisfaction at KSPPS in Yogyakarta is important, so it needs to be maintained and improved considering that customer satisfaction has a great influence on customer loyalty by increasing the quality of service and religiosity of course.…”

Section: Resultssupporting

confidence: 88%

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Islamic Microfinance Service Quality and Its Impact on Yogyakarta Customers’ Satisfaction and Loyalty

Pras

Sumadi

2020

International Journal of Science, Technology & Management

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The purpose of this study is to examine the effect of service quality and religiosity on customer satisfaction and loyalty of Islamic Microfinance (KSPPS) in Yogyakarta. The research method uses a qualitative approach. The population in this study were all KSPPS customers in Yogyakarta. Samples were taken by 150 customers from 8 KSPPS using purposive sampling techniques. The analytical tool used for testing hypotheses in this study uses Structural Equation Model (SEM) analysis with the Analysis Moment of Structure (AMOS) software application. The results of this study indicate that customer satisfaction has a positive and significant effect on customer loyalty. Religiosity has a positive and significant effect on customer satisfaction. Religiosity has a positive but not significant effect on customer loyalty. Service Quality has a positive and significant effect on customer satisfaction. Quality of service has a positive and significant effect on customer loyalty.

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Section: Resultssupporting

confidence: 88%

“…The research will be conducted at KSPPS located in Yogyakarta. Previous studies of service satisfaction with customer loyalty [7], [8], [9], [10], [11]. Research The effect of religiosity on customer satisfaction was carried out by [12] dan [13].…”

Section: Service Qualitymentioning

confidence: 99%

Islamic Microfinance Service Quality and Its Impact on Yogyakarta Customers’ Satisfaction and Loyalty

Pras

Sumadi

2020

International Journal of Science, Technology & Management

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“…Jika citra perusahaan dikelola dengan baik akan menghasilkan efek yang positif dengan meningkatkan pengetahuan tentang aspek perilaku pelanggan dalam pembuatan keputusan. Selanjutnya Hipotesis H2 sesuai dengan Nursiana (2011) yang menemukan bahwa kualitas layanan secara positif dan signifikan mempengaruhi loyalitas nasabah. Ini menunjukkan bahwa semakin nyata kualitas layanan yang dirasakan nasabah maka makin meningkat juga loyalitas nasabah tersebut.…”

Section: Analisa Dan Pembahasanunclassified

Pengaruh Citra Perusahaan, Kualitas Layanan dan Kepuasan Nasabah terhadap Loyalitas Penggunaan BNI Mobile Banking (Studi Kasus BNI Kantor Cabang Harmoni)

Siadari

Lutfi

2021

JMBK

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The purpose of this research is to find out the effect of corporate image, service quality, and customer satisfaction on the loyalty of BNI Mobile Banking use. The sampling technique used in this research is nonprobability sampling by accidental sampling using a quantitative approach by distributing questionnaires to 100 respondents. The data analysis method used in this research is multiple regression analysis. For operational variables using the Likert scale method of validity used a computer measuring instrument that is SPSS 26.0. The results showed that all independent variables have a simultaneous effect on the loyalty of BNI Mobile Banking usage positively and also have a positive effect on the loyalty of BNI Mobile Banking usage. Thus, corporate image, service quality, and customer satisfaction have positive affect and significance on the loyalty of BNI Mobile Banking usage, where the corporate image is the most dominant variable with a value of 0.342. Penelitian ini bertujuan untuk mengetahui pengaruh citra perusahaan, kualitas layanan dan kepuasan nasabah terhadap loyalitas penggunaan BNI Mobile Banking. Teknik pengambilan sampel menggunakan nonprobability sampling dengan cara accidental sampling, pendekatan kuantitatif dilakukan dengan cara menyebarkan kuesioner kepada 100 responden. Metode analisis data yang digunakan adalah analisis regeresi linear berganda, dan untuk operasional variabel menggunakan skala Likert dengan bantuan SPSS 26.0. Hasil penelitian menunjukkan bahwa semua variabel independen secara bersama-sama berpengaruh positif dan signifikan terhadap loyalitas penggunaan Mobile Banking dan juga berpengaruh positif dan signifikan secara individual terhadap loyalitas penggunaan Mobile Banking. Citra perusahaan merupakan variabel yang paling dominan dalam penelitian dengan nilai sebesar 0.342.

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“…Jika konsumen merasa puas, maka akan menunjukkan kembali produk tersebut (Kotler, 2012). Kepuasan pelanggan juga merupakan kunci untuk menciptakan loyalitas pelanggan, karena pelanggan yang puas akan cenderung loyal (Lailia et al, 2010).…”

Section: Jumlah Unit/gerai Restoran Cepat Saji DI Indonesia 2012-2016unclassified

Peran Kepuasan Pelanggan Dalam Memediasi Pengaruh Kualitas Produk Terhadap Loyalitas Pelanggan KFC Di Kota Denpasar

Sari

Jatra

2019

EJMUNUD

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The purpose of this study was to determine the effect of the role of customer satisfaction in mediating the effect of product quality on customer loyalty. This study located in Denpasar City involved 100 respondents who had consumed KFC more than once with the purposive sampling method, collected through a questionnaire using descriptive statistical analysis techniques and path analysis and sobel test. Based on the results of the analysis it was found that product quality had a significant positive effect on customer satisfaction. The higher the quality provided, the higher the level of satisfaction felt. Product quality has a significant positive effect on customer loyalty. The higher the quality of the product, the higher the level of customer loyalty for a product. Customer satisfaction has a significant positive effect on customer loyalty. The higher the level of customer satisfaction, the higher the level of customer loyalty to the product provided. Customer satisfaction is able to mediate the influence of product quality on customer loyalty. The role of mediation owned by customer satisfaction indirectly affects product quality towards customer loyalty. Keywords: product quality, customer satisfaction, customer loyalty

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Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah Dengan Intermediasi Kepuasan Nasabah Dan Nilai Yang Dirasakan Nasabah

Cited by 6 publications

References 36 publications

Islamic Microfinance Service Quality and Its Impact on Yogyakarta Customers’ Satisfaction and Loyalty

Islamic Microfinance Service Quality and Its Impact on Yogyakarta Customers’ Satisfaction and Loyalty

Pengaruh Citra Perusahaan, Kualitas Layanan dan Kepuasan Nasabah terhadap Loyalitas Penggunaan BNI Mobile Banking (Studi Kasus BNI Kantor Cabang Harmoni)

Peran Kepuasan Pelanggan Dalam Memediasi Pengaruh Kualitas Produk Terhadap Loyalitas Pelanggan KFC Di Kota Denpasar

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