Pengaruh Kualitas Pelayanan, Citra Perusahaan, Dan Kepercayaan Terhadap Kepuasan Pelanggan Serta Pengaruhnya Terhadap Loyalitas Pelanggan

Abstract

The purpose of this research was to analyze the influence of perceived service quality, corporate image, and trust to customer satisfaction and the impact customer loyalty in Boersa Kampus Swalayan (BK). The population of this research was the customer at Boersa Kampus Swalayan (BK). The researcher using a sample size of 150 respondent. The sampling technique was used purposive sampling method. Structural Equation Modelling (SEM) was used to analyze the variables. Based on the results of data analysis, it can be concluded that perceived service quality, corporate image, and trust had positive influence to customer satisfaction where customer satisfaction also had positive influence to consumer loyalty. While corporate image, and trust had positive influence to consumer loyalty. The implication of the conclusion of this research is that as an effort to increase customer satisfaction, the management of the Boersa Self-Service Campus (BK) must improve overall service performance, and through corporate image can be done by increasing Public Relations, Physical image, and advertising creativity of the company. Meanwhile, as an effort to increase customer satisfaction and loyalty, the company must maintain customer trust and try to increase customer confidence through a business partnership or other work.

Pengaruh Citra Perusahaan Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Bengkel Mobil Sama Jaya Singaraja

“…Variabelcbcitra perusahaancbdancbckepuasancbcpelanggan memberikan pengaruh sebesar 0,502 atau sebesar 50,2% terhadapcbcloyalitascbpelanggancbBengkelcbMobil Sama Jaya. Hasilcbpenelitiancbinicbsesuai dengancbpendapat dari Purnama & Hidayah (2019) Berdasarkan hasilcbcbpenelitian yangcbctelahcbcbdilakukan,cbhasilcbcpengujiancbchipotesis yang ketiga menunjukkan bahwacbadacbpengaruh positifcbdancbsignifikanc b kepuasanc b pelanggancbsecara parsialccbcterhadapccbcloyalitascbcbpelanggan Bengkel Mobil Sama Jaya Singaraja. Besarnya hubungan parsial kepuasan pelanggan sebesar 0,301 atau sebesar 30,1% dengan besar sumbangan pengaruh yaitu 9,9%.…”

Service Quality And Corporate Image To The Customer Loyalty Of BPRS Baktimakmur Indah Sepanjang Sidoarjo

“…According to Xian and Gou (2011), Corporate Image is the impression, perception, and image of consumers on an organization or company which includes the company's credibility, the company's distribution network, and the company's popularity (Mandong et al, 2017). In creating a positive and good corporate image (Sukoco et al, 2020), companies need to send messages to the public and the environment both internally and externally, such as advertisements or word of mouth which will affect the process of forming the company's image (Purnama & Hidayah, 2019).…”

“…This means that the variable customer loyalty that occurs can be explained by using a variable service quality and corporate image that has an effect of 15.2%. So that the size of customer loyalty is not only influenced by these independent variables, such as research by Rahman (2019), Purnama &Hidayah (2019), andPradana et al (2019) which not only examines the service quality variable but also examines other variables such as innovation and complaint handling.…”

“…The key to the success of an organization depends on the number of customers or customers who continue to use the company's services, both products and services, or often referred to as customer loyalty (Sulaeman et al, 2017). This customer loyalty can be seen from several influencing aspects, including service quality and corporate image (Purnama & Hidayah, 2019). This is in line with the research results conducted by Ardhila Laela Kusumastuti and M. Abdul Kodir in a journal entitled "Analysis of Service Quality on Customer Loyalty at the Bank of Central Java's Sampangan Sub-Branch" which concluded that service quality variables have a simultaneous or partial effect on customer loyalty (Kusumastuti & Kodir, 2019).…”

Penerapan Sistem Informasi Electronic Costumer Relationship Management

“…Penelitian ini bertujuan untuk mempermudah pelanggan yang ingin berkonsultasi mengenai teknis dan sumber daya air sebagai upaya untuk mempertahankan pelanggan agar tetap memakai jasa konsultan teknik. Untuk bersaing dengan kompetitor maka dari itu perusahaan menerapkan strategi E-CRM untuk dapat menjalin hubungan baik dan mempertahankan kepuasan pelanggannya [7]. Dikarenakan kepuasan pelanggan sangat penting [8], maka pada penelitian ini berinisiatif untuk melakukan penelitian mengkomunikasikan seluruh kebutuhan pelanggan dengan dibuatnya sistem informasi dengan menggunakan metode E-CRM dalam strategi p-ISSN: 2621-9433 e-ISSN: 2656-0259 pelayanan.…”