The Effect Of Total Service Quality And Private University Image Towards Satisfaction And University Student Loyalty By Feliks Anggia, Hotman Panjaitan (original) (raw)
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International Journal of Evaluation and Research in Education (IJERE), 2014
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Customer Loyalty, Through Customer Satisfaction in Customers Pt. Xyz
JURNAL APLIKASI MANAJEMEN
PT. XYZ is one paper company in East Java, Indonesia. The paper industry grows much wider opportunities to consumers to help select and purchase the product in accordance with the wishes and needs. This resulted in the emergence of competition between paper companies. Consumer expectations this time are getting a good paper and an affordable price, if these expectations are fulfilled then the customer will feel satisfied and by itself will refer to the paper company. PT. XYZ as the paper industry players feel that the best service quality to consumers is essential. The type of research used is applied research. The nature of this research is explanatory research which aims to determine the effect of service quality consisting of tangibility, reliability, responsiveness, assurance, and empathy to customer satisfaction and determine the effect of customer satisfaction on customer loyalty. This study determines the number of respondents 10 times the number of indicators (= 12 indicators) that is 120 respondents. The sample used in this study is a paper distributor that takes directly from the company PT XYZ in Surabaya. This research uses Path Analysis.There were 125 questionnaires distributed and those that met the requirements established 120 questionnaires. The sample used in this study is a paper distributor that takes directly from the company PT XYZ in Surabaya. Based on this research, it proved that the factors of service quality consisting of tangibles, reliability, responsiveness, assurance, and empathy affect consumer satisfaction PT. XYZ, so the first hypothesis can be accepted. AMOS calculation results can be seen from the path coefficient of 2.468 was obtained with CR values of probability of significance is 0.014. The hypothesis was accepted with immediate effect from the factor of service quality on customer satisfaction by 0.602. Good service quality can give satisfaction to the consumer, but not necessarily lead to a loyal customer following consumer satisfaction. Based on the findings proved consumer satisfaction is not proven to influence consumer loyalty to the product of PT. XYZ, so that the second hypothesis was rejected. The path coefficient of 1.535 was obtained with CR values of probability of significance is 0.125. A hypothesis is rejected with a direct influence on customer loyalty on customer satisfaction by 0.202.
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https://www.ijrrjournal.com/IJRR\_Vol.7\_Issue.8\_Aug2020/Abstract\_IJRR0026.html, 2020
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International Journal of Innovative Technology and Exploring Engineering
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The importance of service quality in service industries is inevitable and relationships among service quality, customer satisfaction, and customer loyalty have been investigated by previous scholars and their consistencies have been supported by Stimuli-Organism-Response (SOR) theory proposed by (Mehrabian and Russell 1974). The major purpose of present review article is to review some selective studies of which have been conducted by scholars on the relationship among service quality, customer satisfaction and customer loyalty in different service industries in different countries. In order to achieve this, various valid studies from 1993 to 2016 will be searched and reviewed in details by authors of this article. Then, SOR theory will also be explained. Findings of this scientific review article indicate information about each reviewed study and what can be found there and how can help. It is noteworthy to mention that this article will be really beneficial for those academics and individuals who would like to start a research on this research era which is considerable relationship among service quality, customer satisfaction, and customer loyalty. Hopefully, this review article will bring initial insights into managers' perspectives in different kinds of service industries in order to inject them importance of service quality and its determination on customer satisfaction and consequently customer loyalty.
THE ROLE'S OF SERVICE QUALITY DIMENSION AND PERCEIVED VALUES FOR INCREASING CUSTOMER LOYALTY
purpose-This study was undertaken with a purpose to investigate and to know the extent to which the influence of element-the element of service quality on customer loyalty, which is more instrumental elements, whether the elements are physically real or otherwise?, Where researchers also added an element of Perceived value can also be a contribution in improving customer loyalty , this study also aims to compare the reality and expectations of the variable quality of service, perceived value and loyalty that occurs in an educational service agency. Design / methodology / approach. Analysis carried out two stages , first through pathways analysis to determine the role/influence either partially or simultaneously variable service quality and customer loyalty value, then we use Importance Performance Analysis (IPA) in order to know the level of Importance and Performance of quality attributes services , perceived value and customer loyalty are described in the tabulation or quadrant, so that we can determine the level of Importance and Performance of these attributes based on customer perception. Finding Knowing the role of perceived value attributes more higher than service quality for improving customer loyalty either partially or simultaneously Practically implications – Based on student perceptions questionnaire answers , showed no need for a top priority that must be done by Telkom University and Attributes of perceive value should be maintained by Institution is image that the institution has a good performance that has created a superior students (Q20) , institutions have a good image in the eyes of students (Q23) and feel proud and satisfied to university telecoms (Q27) Originality / value Comparing the magnitude of the effect between service quality and perceived value on loyalty through each attribute as seen from the level of importance and performance through tabulation or quadrant as well as the overall significance level.