Pengaruh Service Quality, Marketing Mix dan Kepuasan Mahasiswa terhadap Customer Loyalty

Subagiyo, Rokhmat; Adlan, M. Aqim

doi:10.21067/jem.v13i1.1567

Cited by 19 publications

(24 citation statements)

References 4 publications

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“…Pada sebuah retail kualitas pelayanan sangat penting dalam memberikan kepuasan pelanggan, mempertahankan pelanggan dan menciptakan loyalitas pelanggan (Subagiyo & Adlan, 2017 (Parasuraman, Zeithaml, & Berry, 1985).…”

Section: R O K H M a T D A N A H M A D … | 282unclassified

Citra Perusahaan, Kualitas Pelayanan Dan Saluran Distribusi Terhadap Kepuasan Nasabah

Subagiyo

Budiman

2019

At-tijaroh

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Every company activity must be adjusted. Every change in the business environment is fast and accurate. Bank Syariah Mandiri Financing Bank (BPRS) successfully conducted fundraising activities and channeled funds to the public. There are some things that are more satisfying than expected by the company, quality of service and distribution. The purpose of this study was to examine the effect of significant company funds on Customer Satisfaction, assess the importance of good service to Customer Satisfaction and obtain a significant distribution channel to Customer Satisfaction. The research method uses quantitative research and associative research types. Data analysis techniques cursed multiple linear regression analysis using SPSS version 23. The results showed that company image has a significant effect on customer satisfaction, service quality is significantly related to sales satisfaction and distribution distribution significantly on customer satisfaction. Keywords: Company Image, Service Quality, Customer Satisfaction Abstrak Setiap kegiatan perusahaan bisnis harus mampu mengadopsi setiap perubahan dalam lingkungan bisnis secara cepat dan akurat. Bank Pembiayaan Syariah (BPRS) Mandiri Mitra sukses melakukan kegiatan penghimpunan dana dan menyalurkan dana kepada masyarakat. Ada beberapa hal yang mempengaruhi kepuasan nasabah diantaranya adalah citra perusahaan, kualita pelayanan dan saluran distribusi. Tujuan penelitian ini untuk menguji pengaruh signifikan dana Citra perusahaan terhadap Kepuasan Nasabah, menguji pengaruh signifikan Kualitas Pelayanan terhadap Kepuasan Nasabah dan menguji Saluran Distribusi berpengaruh signifikan terhadap Kepuasan Nasabah. Metode penelitian menggunakan penelitian kuantitatif dan jenis penelitian asosiatif. Teknik analisis data memaki analisis regresi linier berganda dengan menggunakan aplikasi SPSS versi 23. Hasil penelitian menunjukkan bahwa citra perusahaan berpengaruh signifikan terhadap kepuasan nasabah, kualitas pelayanan berpengaruh signifikan terhadap kepuasan nasabah dan saluran distribusi berpengaruh signifikan terhadap kepuasan nasabah. Kata Kunci: Citra Perusahaan, Kualitas Pelayanan, Kepuasan Nasabah

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Section: R O K H M a T D A N A H M A D … | 282unclassified

Citra Perusahaan, Kualitas Pelayanan Dan Saluran Distribusi Terhadap Kepuasan Nasabah

Subagiyo

Budiman

2019

At-tijaroh

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“…Samer Sarofim dan AhmedTolba menjelaskan pemasaran Islam dari perspektif politik, agama, dan budaya dengan menyoroti sudut pandang multidimensi pada pemasaran Islam (Rishi, 2015:xviii). Marketing mix atau bauran pemasaran adalah "kombinasi dari empat variabel yaitu produk, struktur harga, kegiatan promosi, dan sistem distribusi" (Aliyah, Pujiasmanto, Yudana, & Sugiarti, 2020:67) "Keempat unsur bauran pemasaran tersebut saling berhubungan dan berpengaruh satu sama lain, sehingga harus diupayakan untuk menghasilkan suatu kebijakan pemasaran yang mengarah pada layanan efektif dan kepuasan konsumen" (Subagiyo & Adlan, 2017). Kotler, Burton, Deans, Brown, & Armstrong, (2015:38) mendefinisikan marketing mix sebagai berikut: "seperangkat alat pemasaran yang digunakan perusahaan untuk mengimplementasikan strategi pemasarannya.…”

Section: Marketing MIXunclassified

Analisis Harga dan Kualitas Produk serta Pengaruhnya terhadap Loyalitas Konsumen pada Rijan Mart I Prambon Sidoarjo

Wahyudi¹

2021

jbr

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The purpose of this study was to analyze the simultaneous, partial and dominant effect of the variable price and product quality on consumer loyalty. The research method explains that the location as a business institution, the type of research is explanatory research, namely research that aims to determine the relationship between the two variables price and product quality on consumer loyalty. The research population is consumers who are taken incidentally. Data analysis used multiple linear regression. The results showed that: 1) price and product quality had a simultaneous effect on consumer loyalty. 2) price and product quality have a partial effect on consumer loyalty. 3) product quality has a dominant effect on consumer loyalty.

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“…The definition of service quality is a measure of how well the level of service delivered is in accordance with customer expectations [4] . Service quality component is an aspect that can be evaluated by consumers to assess a service quality from a type of business [5].…”

Section: Service Qualitymentioning

confidence: 99%

Effect of Service Quality Dimension and Marketing Mixed Dimension of Consumer Loyalty with Consumer Satisfaction as Mediation

Andrianto

Santoso

2019

IJMMU

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The phenomenon of the emergence of many souvenir shops in the Purbalingga area of Central Java has resulted in increasingly strong business competition. In order to survive in the face of competition, business actors need to pay attention to important aspects in running their business. The author takes several aspects, namely the dimensions of service quality (physical evidence, reliability, responsiveness, assurance, empathy) and the dimensions of the marketing mix (products, prices, places, promotions) that can influence customer loyalty with customer satisfaction as mediation. The author makes the Original Nopia Shop as a research object because the shop is one of the souvenir shops that are quite old and famous in the Purbalingga area. The design of this study was a survey using a questionnaire distributed to 200 respondents of Original Nopia Store customers with a purposive random sampling method. Research variables were analyzed using Structural Equation Modeling (SEM) and obtained the following results: (1) Service quality significantly influences customer satisfaction, (2) Marketing Mix does not significantly influence customer satisfaction, (3) Consumer satisfaction has a significant effect on consumer loyalty, (4) consumer satisfaction does not mediate between the influence of service quality on consumer loyalty, (5) consumer satisfaction is able to mediate between the influence of marketing mix on consumer loyalty, (6) consumer satisfaction does not mediate between the influence of service quality and marketing mix simultaneously towards consumer loyalty.

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Pengaruh Service Quality, Marketing Mix dan Kepuasan Mahasiswa terhadap Customer Loyalty

Cited by 19 publications

References 4 publications

Citra Perusahaan, Kualitas Pelayanan Dan Saluran Distribusi Terhadap Kepuasan Nasabah

Citra Perusahaan, Kualitas Pelayanan Dan Saluran Distribusi Terhadap Kepuasan Nasabah

Analisis Harga dan Kualitas Produk serta Pengaruhnya terhadap Loyalitas Konsumen pada Rijan Mart I Prambon Sidoarjo

Effect of Service Quality Dimension and Marketing Mixed Dimension of Consumer Loyalty with Consumer Satisfaction as Mediation

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