This purpose of the enquiry is to examine the effects of service quality, customer satisfaction, trust, and perceived value towards customer loyalty in KJKS BMT Bondho Tumoto Semarang. The sample was taken by using incidental sampling techniques and it had 98 customers. The data was analyzed by multiple linier regressions. Test results in partial bear witness that service quality, trust and perceived value gave positive and significant effect towards customers' loyalty. In contrast, client satisfaction did non have significant effect towards customers' loyalty. Then, simultaneous testing show that service quality, client satisfaction, trust and perceived value gave meaning furnishings towards customers' loyalty. This study found that from those variables, trust variable gave the biggest effect towards customers' loyalty.

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JDM Fiveol. 6, No. 1, 2015, pp: 55-61

Jurnal Dinamika Manajemen

http://jdm.unnes.ac.id

THE EFFECTS OF SERVICE QUALITY, Client SATISFAction,

TRUST, AND PERCEIVED VALUE TOWARDS CUSTOMER LOYALTY

Tanisah , Ida maftuhah

Fakulty of Economics, Universitas Negeri Semarang, Semarang, Republic of indonesia

Abstruse

This purpose of the enquiry is to examine the eects of service quality, client

satisfaction, trust, and perceived value towards client loyalty in KJKS BMT Bondho

Tumoto Semarang. The sample was taken by using incidental sampling techniques

and it had 98 customers. The data was analyzed by multiple linier regressions. Test

results in partial show that service quality, trust and perceived value gave positive and

signicant eect towards customers' loyalty. In contrast, client satisfaction did not

accept signicant eect towards customers' loyalty. So, simultaneous testing show

that service quality, client satisfaction, trust and perceived value gave signicant

eects towards customers' loyalty. This study institute that from those variables, trust

variable gave the biggest eect towards customers' loyalty.

Info Artikel

Sejarah Artikel:

Diterima Januari 2015

Disetujui Februari 2015

Dipublikasikan Maret 2015

Keywords:

Service Quality;

Client Satisfaction;

Trust;

Perceived Value;

Customers' Loyalty

PENGARUH KUALITAS PELAYANAN, KEPUASAN, KEPERCAYAAN,

DAN PERCEIVED VALUE TERHADAP LOYALITAS NASABAH

Abstrak

Tujuan dari penelitian ini adalah mengetahui pengaruh dari kualitas layanan,

kepuasan pelanggan, kepercayaan, dan persepsi nilai (perceived value) terhadap

loyalitas pelanggan di KJKS BMT Bondha Tumoto Semarang. Penelitian ini

menggunakan teknik incidental sampling dengan 98 pelanggan. Information penelitian ini

dianalisis dengan menggunakan regresi linier berganda. Hasil analisis uji parsial

menunjukkan bahwa kualitas layanan, kepercayaan dan perceived value secara

signifikan berpengaruh positif terhadap loyalitas pelanggan. Sebaliknya, kepuasan

pelanggan tidak berpengaruh signifikan terhadap loyalitas pelanggan. Berdasarkan

uji simultan, kualitas layanan, kepuasan pelanggan, kepercayaan dan perceived

value berpengaruh secara signifikan terhadap loyalitas pelanggan. Penelitian ini

menemukan bahwa berdasarkan variable-variabel tersebut, variable kepercayaan

memberikan pengaruh terbesar terhadap loyalitas pelanggan.

JEL Classication: M3, M31

Alamat korespondensi :

Gedung C6 Lantai 1 Fakultas Ekomoni Universitas Negeri Semarang

Kampus Sekaran, Gunungpati, Semarang

Jl. Taman Siswa, Sekaran, Gunungpati,Semarang

East-postal service: aniskanza@yahoo.com; idaf123@yahoo.com

ISSN

2086-0668 (cetak)

2337-5434 (online)

Jurnal Dinamika Manajemen Vol. 6, No. one, 2015, pp: 55-61

56

INTRODUCTION

Contempo business development has been

inuenced by intensifying competition. That

status causes business people compete each

other to confront it and gain competitive advantages

(Ellena, 2011). Nowadays, business engaged

in service tries to improve the service quality.

Companies effort to build close relationship with

customers then they become loyal. According to

Ellena (2011), Yulianto (2010), Rintar (2011)

having loyal customers is the ultimate goal

of company because customers can ensure

company's continuation for long term. Geok

in Setiawan and Ukudi (2007), Loyalty can

take large advantages for the company because

it inuences customers' ownership design and free

recommendation to other people. Customer

loyalty is not hands formed without its

inuencing factors.

Many researchers have ideas that

service quality, customer satisfaction, trust and

perceived value have eects towards customers'

loyalty. However, there is some discrepancy in

previous researchers. Akbar and Parvez (2009)

research with variable of service quality and trust,

it showed that variable of service and trust gave

positive and signicant eects towards loyalty.

While the research done by Thakur and

Singh (2011) with the aforementioned variables, service

quality and trust shows dierent results.

Variable of service quality and trust did non have

positive and signicant due eastects towards loyalty.

Research past Susanto and Mangatus (2010)

with variable of trust, customer satisfaction

and perceived value showed that variable of

customer satisfaction and perceived values gave

positive eastects towards loyalty.

In contrast to the research by Chen and

Tsai (2008) with three variables (perceived

value, satisfaction, and loyalty) showed that

perceived value gave positive and signideceit

eastects towards loyalty whereas variable of

satisfaction did non have signicant eect

towards loyalty.

Dierent results are plant in Yee and

Faziharudean's inquiry (2010) with variables

of service quality, perceived value, and client

loyalty. It showed that variable of service quality

and perceived value did not have positive and

signicant eastects towards loyalty.

Based on the dierent results from some

researchers, information technology can be concluded that there is no

consistency in the result of previous researchers

so it there is research gap nearly the eastwardect of

some variables (service quality, client

satisfaction, trust and perceived value) towards

loyalty.

In an due eastort to ameliorate customers' loyalty,

BMT Bondho Tumoto through the vision and

mission, improving economic power of people

through awareness to practice transaction by sharia

tries to have the all-time service to the customers

by giving revolving fund for low socioeconomic

customers each twelvemonth that collaborate with

Financing Bureau of Revolving Fund or

LPDB (Lembaga Pembiayaan Dana Bergulir)

Semarang Urban center, providing clean room and

has Air Conditioner (AC) and waiting room

provided by Television, giving loan service for small

and medium entrepreneurs with small interest

rate, implementing pick the client to ease

them who wants to salvage or draw the money.

Based on Tabular array ane from BMT Bondho

Tumoto, total customer who closed the

account increases in recent each vi year

Table i. Total customers who airtight the account in KJKS BMT Bondho Tumoto Semarang directly or

indirectly (Yr of 2009 – 2014)

Type of saving 2009 2010 2011 2012 2013 2014

Voluntary saving 15 people 25 people thirty people 49 people 71 people 98 people

Fourth dimension deposit 11 people 9 people 12 people 12 people xviii people 26 people

Source: data candy (2014)

57

Tanisah & Ida Maftuhah / The Due eastects Of Service Quality, Customer ...

(2009-2014). It indicates that customer loyalty

to have an account in KJKS BMT Bondho

Tumoto Semarang is still depression. Recognizing

that phenomena, researchers are interested

in discussing the topic and fabricated the championship of

enquiry is "The Eastects of Service Quality,

Customer Satisfaction, Trust and Perceived

Value towards Customer loyalty in KJKS BMT

Bondho Tumoto Semarang".

Client Loyalty

Oliver (1999) professed the view that

client loyalty as a deep delivery by the

customer to re-buy or re-buy service and

production from one particular rm or bureau

in the future, even if there are inuences from

situation and marketing eastwardorts potentially

causes shift of behavior.

Thakur and Singh (2012) expressed that

client loyalty is highlight by the combination

of attitudes (intention to purchase again and/or

purchase additional products or services from the

same visitor, willingness to recommend

the visitor to others, commitment to

the visitor demonstrated past a resistance

to switching to a competitor) and behaviors

(repeat purchasing, purchasing more and

dierent products or services from the same

company, recommending the visitor to

others)

While Grinorthward (2005) explained that

loyalty may exist dened as a buying behavior.

Loyal customer is people who do regular

purchasing, purchase interlined product and service,

have recommendation to others, and prove

immunity towards competitor. Parasuraman

et al. (1988) declared that service quality is

therefore viewed as the degree and management of

discrepancy between consumers' perceptions

and expectation.

Zeithaml et al. (1996) dened that service

quality is how far the service can fulll needs

or customer expectation. Setiawan and Ukudi,

(2007) stated that service quality is a whole

customer impression to inferiority/superiority

of argumentation and serviced oered.

Parasuraman et al. (1988) remarked that on 22

items considered by customer in considering

service quality. Those items are categorized

into ve, they are: Tangible, Reliability,

Responsiveness, Assurance, Empathy

Customer Satisfaction

Rangkuty (2006) dened the customer

satisfaction is as a customer responses towards

discrepancy betwixt the previous need and

actual functioning felt afterwards using. Barnes

(2003) stated that satisfaction is customer

responses for meeting the need. It ways that

customer judgment for the service and goods

gives pleasure related to need fulllment,

including inappropriate of need fulllment or

exceed expectation of need fulllment.

Co-ordinate to Kotler (2006), satisfaction as

"a person's feeling of pleasure or disappointment

resulting from comparing production perceived

performance (or event) in relation to his

or her expectations" If performance is under

expectation, client will be disappointed. If

performance meets expectation, customer will exist

satised. If performance is exceeding expectation,

client will exist and then satised or happy.

Tru south t

Mayer et al. (2007) dened trust equally a

willingness of a party to be vulnerable to the

actions of another party based on the expectation

that the other will perform a item activity

important to the trustor, irrespective of the

power to monitor or control that other party.

According to Mowen and Minor (2002),

consumer trust is consumer knowledge about

an object, its attributes and its benets, is based

on the cerebral learning procedure

Barnes (2001) declared trust is

conviction that someone volition get what he wants

from other, not what he is afraid of. Trust is

related to willingness to take sure behavior

because the partner volition give what is expected

Jurnal Dinamika Manajemen Vol. 6, No. i, 2015, pp: 55-61

58

and an expectation is generally owned by party

who the words, promises or statements are

trustworthy.

Perceived Value

Rangkuty (2006) dened value as an

overall cess on benets of certain

products based on client perception of what

accept been received and given by the products.

Holbrook in (Tjiptono, 2006) dened value

as an "experience of interactive and relativistic

preference" about subject experience in doing

interaction with sure object. In the context

of client value, the subject is customer while

relevant object is products (goods, service,

people/private, identify, ideas, result/activity, and

system).

Pollack in (Rahmayanty, 2013) stated

that service quality consisting of 5 dimension,

tangible, reliability, responsiveness, balls

and empathy can build customer loyalty to

service supplier. Based on that, loyalty are able

to create quality in every service.

H1: There is a positive and signicant

human relationship between service quality and

customer loyalty.

Hendrawan (2013) described that

customer satisfaction is related to client

loyalty, a satised customer will be a loyal

customer. A loyal customer volition exist as a "great

marketing assets" for company past giving

positive information and recommendation to

other prospective client.

H2: there is a positive and signicant

human relationship between customer

satisfaction and loyalty.

Moorman et al. (1993) reported that

"without any trust, a relationship will not stand up

for a long time. Getting customer satisfaction

and trust will proceeds customer loyalty for long

term."

H3: there is a positive and signicant

human relationship between trust and customer

loyalty.

According to Yee and Faziharudean

(2010) perceived value or accustomed value has

contribution to client loyalty.

H4: there is a positive and signideceit

relationship between perceived value and

customer loyalty.

H5: there is a positive and signicant

human relationship simultaneously among

service quality, client satisfaction,

trust and perceived value.

METHOD

Population in this research is all customers

(5148 customers) in KJKS BMT Bondho

Tumoto Semarang. Sample in this research

is 98 respondents through Slovin's formula.

Incidental sampling was used every bit techniques

of data drove referring to Sugiyono

(2010). Criteria in the sample drove were

respondents with minimum one yr period as

a customer. Variable descriptive analysis and

multiple linier regression analysis were used equally

a technique of data collection.

EventS AND DISCUSSION

Based on the hypothesis testing results

towards variable of service quality, information technology was gained

is ii.618, which indicates positive with level of

signicance is 0,010 < 0,05 indicates signideceit.

In other word, service quality has positive and

signicant due eastects towards client loyalty.

Therefore, H1 that shows service quality

having positive and signideceit eects towards

customer loyalty is accepted. This research

supports Akbar and Parvez's (2001) nding

stating that service quality has positive and

signicant eects towards loyalty.

The result is supported past the highest

average score in assurance indicator (78.iv%).

It indicates that company's effort in giving

assurance and employees' noesis of

data haven has skillful impression

for customer. Also, it is supported by

reliability indicator which gained average

score 67,six%.

59

Tanisah & Ida Maftuhah / The Eects Of Service Quality, Client ...

That score indicates that customer

impression towards employees' operation

in giving greeting for each coming client is

good and service time informed is e'er on time

based the schedule. While, attribute of empathy

got average score 57,4%. That score indicates

that customer impression towards empathy and

attention oasis by employees is good.

Next, the hypothesis testing results

towards variable of satisfaction, it was gained

is 471, which indicates positive with level

of signicance is 0,639 > 0, 05 indicates

insignicant. In other words, satisfaction has

positive and insignideceit towards customer

loyalty. Hence, H2 that shows satisfaction

having positive and signicant eastects towards

customer loyalty is rejected. It means that

if customer satisfaction increases, it volition

not inuence loyalty increasing. This effect

supports Chen and Tsai's (2008) nding

stating that variable of satisfaction has positive

and insignicant eects towards loyalty.

The outcome is supported by the average

score in indicator of customer overal satisfaction

(55.4%) that is included in moderate criteria.

It indicates that company has not been prepare

for customer. The lowest average score take

not been able to give maximal satisfaction to

customers. The lowest average score is also

gained from expectation indicator (49,6%)

that is included in low criteria. It indicates that

company has not been good at eort of fullling

customer's expectation.

The hypothesis testing upshot in variable

of trust gained of three.115, which is positive, with

level of signicance is 0,002 < 0,05 indicates

signideceit. In other words trust has positive

and signideceit eects towards client loyalty.

Hence H3 that shows trust having positive and

signicant eect toward customer loyalty is

accepted. This research supports nding Akbar

and Parvez'due south (2009) and Yee and Faziharudean

(2010). It institute that trust has positive and

signicant eects towards loyalty.

The outcome is supported by the highest

average score in integrity indicator (72.2%).

It indicates that customer impression towards

company's reputation is adept and visitor in

actualizing the promises given is good. Aspect of

benignancy got boilerplate score of respondents'

answer is 56.7%. It indicates that in that location are

many customers believes that the employees

take adept act for the sake of client and

moral value given by the employees has practiced

impression for customer.

Next, testing hypothesis towards variable

of perceived value, it was gained is two.502 with

level of signicance is 0,014 < 0, 05 indicates

signicant. In other words, perceived value has

signicant eects towards customer loyalty.

Hence, H4 that shows perceived value having

positive and signicant eastwardects towards client

loyalty is accepted. The upshot supports Chen and

Tsai' (2008), Susanto and Mangatus'southward (2010)

nding declaring that perceived value has positive

and signicant eects towards loyalty.

The consequence is supported by the highest

boilerplate score, that is in indicator of value is 65,

2%. It indicates that company in implementing

sharia principles in the functioning is skilful,

the ease in administration process has good

client impression, and production sharing

or implemented interest is adept for customer.

Based on simultaneous testing outcome

or H5, it is known that F count is greater than F

table (5,224 > two,000) and level of signicance is

0,001 which means it is smaller than (α) = 0,05.

From that testing effect, it can be ended

fan H0 is rejected and Ha is accepted. It means

that service quality, satisfaction, trust and

perceived value simultaneously have positive

and signideceit eects towards customer loyalty.

CONCLUSION

Based on the results and discussion

previously described, it can be concluded as

follows: Commencement, service quality has positive and

signicant eastwardects towards customer' loyalty

of KJKS BMT Bondho Tumoto Semarang. It

means that past improving a skilful service quality,

information technology can increment customers' loyalty. Therefore,

creating a loyalty needs having a good service

quality because pros and cons of the service

Jurnal Dinamika Manajemen Vol. half dozen, No. i, 2015, pp: 55-61

60

had by company have good eects towards long

term sustainable relationship between company

and customers. Hence, information technology can inuence the

customers' loyalty.

2nd, customers' satisfaction has

positive and insignicant due eastects towards

customer loyalty in KJKS BMT Bondho Tumoto

Semarang. It means that if company successfully

has high satisfaction to the customers, it will not

have eastwardect towards customers' loyalty. Third,

tust has positive and signicant eects towards

customer loyalty in KJKS BMT Bondho

Tumoto Semarang. It ways that, if customers'

trust is increased, client loyalty will increase.

Therefore, trust factor is really important to

be kept by the company. More, because

Business Company of nancial service is a trust

business. Having the trust, customers will feel in

rubber keeping their avails. Information technology makes them being

loyal to the company.

Fourth, perceived value has positive and

signicant due eastect towards client loyalty

in KJKS BMT Bondho Tumoto Semarang. Information technology

means that, if perceived value or value accepted

by customer is expert, information technology volition increase client

loyalty. Therefore, perceived value or value

accepted by client is also important as a

concern because if customer gets better feedback

from company, customer loyalty volition increase.

Based on those determination, there are some

advises for some related parties. First, visitor

should proceed and maintain better service quality

in the futurity. This eort tin can exist washed by keeping

some of import service eorts for the customers,

such as providing the facilities and more spacious

waiting room and implement queueing system so

waiting customer is well ordered.

Second, company should consider the

importance of client satisfaction even

the inquiry'southward results did non take signideceit

eects towards loyalty in order to customer

feels happy and stand up using service given by

company. Third, visitor should ever go on

and maintain better trust in the future because

in nancial service business organisation, trust is the primary

thing considered past customer.

Fourth, company should improve the

perceived value or value accepted by customer.

Fifth, company should ameliorate improve perceived

value or value accepted by customer because it

has a large impact in nancial business concern. Therefore,

it is amend that employees are given education

about how to evangelize data in right and

proper way to the customers and so they can easily

go the information explained.

6th, researchers who interested in doing

the same enquiry are expected to observe and

explore more than well-nigh the problems in KJKS BMT

Bondho Tumoto Semarang specially, and

other object in full general by calculation other variables

and dierent methodology in order to brand the

research more diverse.

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... Hither we discover the gap in some studies, equally seen in the findings of Alizadeth and Saghafi (2014) showing the effect that Travel Satisfaction Non Touch on Against Destination Loyalty. The other enquiry shows the same consequence that satisfied customer does not take the effect on customers loyalty (Tanisah & Maftuhah, 2015). ...

  • Feni Ermawati
  • Dorojatun Prihandono Dorojatun Prihandono

This study aims to examine the Tourist Loyalty in i tourism destination which is related to some variables such as Destination Image, Push Motivation, Pull Motivation And Tourist Satisfaction. The model used in this inquiry is developed based on the existing literature. This research examines ten hypothesis of factors influencing the Tourist Loyalty in a tourism destination by the structures questionnaire which involve visitors of Dieng Plateau, Wonosobo regency. The event of the double regression assay showed that (1) Destination Epitome, Push Motivation, and Pull Motivation direct influence Tourist Satisfaction; (2) Destination Image, Button Motivation, and Tourist Satisfaction directly influences the Tourist Loyalty (3) Pull Motivation does not influence directly toward Tourist Loyalty; (iv) Destination Epitome, Push Motivation, and Pull Motivation influences the Tourist Loyalty by being mediated past Tourist Satisfaction. This research is expected to provide theoretical insights for next researchers and provide guidance for tourism management equally an indicator in planing some efforts related to the evolution of the right tourism objects influencing the Tourist Loyalty.

... Diverse studies have recommended that client satisfaction has a direct impact on bank image, which ultimately affects customer loyalty and recommendation [thirteen]. A client volition form a certain perception of the bank that serves him or her based on the quality of the services that are provided to him or her [14]. ...

The aim of this study is to determine the role of service quality, customer satisfaction and bank image on customer loyalty and recommendation of the Islamic banks in Palestine. The confirmatory factor analysis was used to determine the different variables that were being studied in this inquiry paper and their human relationship with customer loyalty and recommendation. The research findings showed that customer satisfaction normally has an impact on the depository financial institution paradigm a client will create, ultimately affecting his or her customer loyalty and recommendation to a sure bank. Customer satisfaction is adamant by the quality of services that he or she experiences in a bank. Therefore, if a customer receives service quality that meets or exceeds his or her expectations, then he or she will have a positive epitome of the bank, become satisfied and and so will highly probable be loyal to a particular financial institution and recommend it to his or her friends

... In the context of an external arrangement, the close relationship between organizational learning culture towards employee'due south job satisfaction and consumer satisfaction is validated empirically (Maalik & Khan, 2011;Tanisah & Maftuhah, 2015;Malike, 2016). Aspects of consumer satisfaction were strongly influenced past the interaction between employees and customers. ...

  • Audia Junita Audia Junita

This research was conducted to explore the organizational learning civilization in cyberbanking and its effect on customer satisfaction with the employee's attitude as the intervening variable. The re-search was performed in Bank Syariah Mandiri's business unit of Medan Region. The research design used hypothesis testing. The samples of this research were 52 frontline employees and 140 customers of Banking company Syariah Mandiri in Medan Region. Master data was collected by using a questionnaire. The information were analyzed using path analysis. Results support that Banking company Syariah Mandiri as State-endemic enterprises in the field of financial services has implemented adept or-ganizational learning culture. Organizational learning civilisation has meaning effect to customer satisfaction through employee's job satisfaction and organizational delivery. The attitudes of employees are integrated of import intervening variables in mediating the relationship be-tween organizational learning civilization and customer satisfaction. The role of attitude in medi-ating the influence of organizational learning culture to worker's service beliefs, in social club to create consumer satisfaction in the banking sector, proven empirically.

  • Clarisa Stefaniem
  • Carunia Firdausy Carunia Firdausy

This study examines the upshot of perceived value, trust, and customer satisfaction on client loyalty to BCA grand-cyberbanking users in Due west Jakarta. The population of this research is all BCA m-banking users in Jakarta. The sample in this study was 100 respondents who used the BCA m-cyberbanking application located in West Djakarta. The sampling technique used was convenience sampling, while not-probability sampling was used for sample selection by distributing online questionnaires through a google class which was and then processed using the Smart PLS assist program. The results showed that perceived value, trust, and client satisfaction had a positive relationship with client loyalty. Therefore, it is a must for BCA to give serious attention to these variables to meliorate its customers' loyalty in using BCA m-banking. Penelitian ini bertujuan untuk menguji pengaruh perceived value, trust, dan customer satisfaction terhadap customer loyalty pengguna m-banking BCA di Jakarta Barat. Populasi dari penelitian ini adalah seluruh pengguna m-cyberbanking BCA di Jakarta. Sampel pada penelitian ini adalah 100 responden yang menggunakan aplikasi thousand-banking BCA berlokasi di Jakarta Barat. Teknik pengambilan sampel yang digunakan adalah convenience sampling sedangkan untuk pemilihan sampel menggunakan non-probability sampling dengan menyebarkan kuesioner secara online via google grade yang kemudian diolah menggunakan bantuan program Smart PLS. Hasil penelitian menunjukkan bahwa perceived value, trust, dan customer satisfaction memiliki hubungan positif dengan customer loyalty. Oleh karena itu, BCA harus memperhatikan variabel-variabel ini untuk meningkatkan customer loyalty dalam penggunaan m-banking BCA.

  • Arief Yulianto

Penelitian ini bertujuan menilai kualitas pelayanan industri penerbangan menggunakan model ServQual dan menguji tingkat kepentingan kelima dimensi kualitas pelayanan. Sampel yang digunakan sebanyak 110 responden dari penerbangan domestik dan internasional untuk menilai gap kualitas pelayanan yang diharapkan dan yang diterima. Hasil penelitian menunjukkan empat faktor yang diharapkankan konsumen adalah kelengkapan fasilitas dari agen resmi, perlunya penjelasan penumpang kondisi kelayakan terbang, informasi mengenai waktu cheque-in, jaminan mendapatkan seat bagi yang telah booking. Lebih lanjut, kepuasan konsumen dan kemauan konsumen untuk merekomendasikan perusahaan penerbangan sangat tergantung dari efisiensi pelayanan. Perusahaan dapat menciptakan citra positif melalui informasi penerbangan yang menjadi pintu bagi informasi layanan perusahaan lainnya. The aim of this paper is to appraise the service quality of airline industry using the SERVQUAL model and to examine the relative importance attributed to service quality dimensions. A sample of 110 domestic and international passengers was administered the SERVQUAL instrument to determine their expectations and perceptions of service. Four factors are perceived every bit influencing perceptions of service namely amanuensis/ticketing, information to passengers earlier flying (feasibility), time of check in, assurance for booking. Customer satisfaction and willingness to recommend the airline is primarily dependent on service efficiency. The company is able to create loftier perceptions of service using flight data priority that starting point to adjacent services.

  • Rintar Agus Simatupang Rintar Agus Simatupang

Kepuasan konsumen dapat dimaknai sebagai tanggapan konsumen atas penilaian suatu produk atau pelayanan, yang mana dapat memberikan tingkat hubungan konsumsi yang dapat memuaskan konsumen. Permasalahan penelitian ini tentang apakah dimensi kualitas layanan (reliability, responsiveness, balls, emphaty, dan tangible) memiliki hubungan positif dengan kepuasan konsumen. Tujuan penelitian untuk menguji hubungan kualitas jasa dengan kepuasan konsumen pada (LPK) di Kota “X”. Responden dalam penelitian ini adalah seluruh konsumen yang menjadi peserta kursus pada LPK di Kota “X”. Pengambilan sampel dilakukan melalui kriteria purposive sampling yaitu sejumlah 88 responden. Untuk mengetahui tingkat validitas dan reliabilitas information maka dilakukan analisis faktor dengan metode confirmatory factor analysis dan reliabilitas, kemudian dianalisis menggunakan analisis korelasi rank spearman. Metode analisis data menggunakan korelasi rank spearman. Hasil penelitian menunjukkan bahwa dimensi kualitas layanan seperti reliability, responsiveness, assurance, emphaty, tangible memiliki hubungan positif dengan kepuasan konsumen artinya semakin baik dimensi kualitas layanan diterapkan maka semakin meningkatkan kepuasan konsumen. Consumer satisfaction tin be interpreted as a response to consumers’ cess of a product or service, which can provide a level of relationship that satisfy consumer consumption. The problem of research whether service quality dimensions (reliability, responsiveness, assurance, empathy, and tangible) had a positive relationship with customer satisfaction. The purpose of enquiry to examine the relationship of service quality with customer satisfaction at (LPK) in the City “X”. Respondents in reseach are all consumers who participated in a course on the LPK in the City “X”. Sampling was done through purposive sampling criteria are a number of 88 respondents. To determine the validity and reliability of the data by the Confirmatory Cistron Analysis and reliability, and then analyzed using Spearman rank correlation analysis. The results showed that the dimensions of service quality equally (reliability, responsiveness, assurance, empathy, tangible) positively related to customer satisfaction ways that the better the dimensions of quality of service applied and then farther amend client satisfaction.

If service quality relates to retention of customers at the aggregate level, every bit other enquiry has indicated, then evidence of its touch on on customers' behavioral responses should be detectable. The authors offering a conceptual model of the bear upon of service quality on particular behaviors that signal whether customers remain with or defect from a visitor. Results from a multicompany empirical study examining relationships from the model concerning customers' behavioral intentions show strong prove of their being influenced by service quality. The findings as well reveal differences in the nature of the quality-intentions link beyond different dimensions of behavioral intentions. The authors' discussion centers on means the results and research approach of their study can be helpful to researchers and managers.

Edifice on previous piece of work suggesting that trust is disquisitional in facilitating exchange relationships, the authors depict a comprehensive theory of trust in market enquiry relationships. This theory focuses on the factors that make up one's mind users' trust in their researchers, including individual, interpersonal, organizational, interorganizational/interdepartmental, and project factors. The theory is tested in a sample of 779 users. Results indicate that the interpersonal factors are the almost predictive of trust. Amongst these factors, perceived researcher integrity, willingness to reduce research uncertainty, confidentiality, expertise, tactfulness, sincerity, congeniality, and timeliness are nearly strongly associated with trust. Among the remaining factors, the formalization of the user's system, the culture of the researcher's department or organization, the research system's or department's power, and the extent to which the research is customized besides affect trust. These findings by and large do not change across different types of dyadic relationships.

  • Richard 50. Oliver

Both practitioners and academics empathise that consumer loyalty and satisfaction are linked inextricably. They likewise understand that this relation is asymmetric. Although loyal consumers are most typically satisfied, satisfaction does not universally translate into loyalty. To explain the satisfaction–loyalty conundrum, the author investigates what attribute of the consumer satisfaction response has implications for loyalty and what portion of the loyalty response is due to this satisfaction component. The analysis concludes that satisfaction is a necessary footstep in loyalty formation only becomes less meaning as loyalty begins to set through other mechanisms. These mechanisms, omitted from consideration in electric current models, include the roles of personal determinism ("fortitude") and social bonding at the institutional and personal level. When these additional factors are brought into account, ultimate loyalty emerges equally a combination of perceived production superiority, personal fortitude, social bonding, and their synergistic effects. As each fails to be attained or is unattainable by individual firms that serve consumer markets, the potential for loyalty erodes. A disquieting conclusion from this analysis is that loyalty cannot be achieved or pursued equally a reasonable goal by many providers because of the nature of the production category or consumer disinterest. For some firms, satisfaction is the merely feasible goal for which they should strive; thus, satisfaction remains a worthy pursuit among the consumer marketing community. The disparity between the pursuit of satisfaction versus loyalty, besides as the fundamental content of the loyalty response, poses several investigative directions for the side by side wave of postconsumption inquiry.

  • Richard L. Oliver

Both practitioners and academics understand that consumer loyalty and satisfaction are linked inextricably. They also understand that this relation is disproportionate. Although loyal consumers are about typically satisfied, satisfaction does not universally translate into loyalty. To explain the satisfaction-loyalty puzzler, the author investigates what aspect of the consumer satisfaction response has implications for loyalty and what portion of the loyalty response is due to this satisfaction component. The analysis concludes that satisfaction is a necessary step in loyalty formation but becomes less meaning as loyalty begins to fix through other mechanisms. These mechanisms, omitted from consideration in current models, include the roles of personal determinism ("fortitude") and social bonding at the institutional and personal level. When these additional factors are brought into account, ultimate loyalty emerges as a combination of perceived product superiority, personal fortitude, social bonding, and their synergistic effects. Equally each fails to be attained or is unattainable by individual firms that serve consumer markets, the potential for loyalty erodes. A disquieting determination from this assay is that loyalty cannot exist achieved or pursued as a reasonable goal by many providers considering of the nature of the product category or consumer disinterest. For some firms, satisfaction is the simply feasible float for which they should strive; thus, satisfaction remains a worthy pursuit amid the consumer marketing community. The disparity betwixt the pursuit of satisfaction versus loyalty, as well equally the primal content of the loyalty response, poses several investigative directions for the adjacent moving ridge of postconsumption research.

  • F. David Schoorman
  • Roger C. Mayer
  • James H. Davis

A considerable amount of research has examined trust since our 1995 publication. We revisit some of the disquisitional issues that we addressed and provide clarifications and extensions of the topics of levels of analysis, time, control systems, reciprocity, and measurement. We also recognize recent research in new areas of trust, such equally affect, emotion, violation and repair, distrust, international and cross-cultural issues, and context-specific models, and nosotros place promising avenues for future research.