Analysis of the Influence of Service Quality Factors, and Service Quality on Customer Loyalty with Satisfaction as an Intervening Variable (original) (raw)

The Effect of Service Quality and Product Quality on Customer Loyalty through Customer Satisfaction

https://www.ijrrjournal.com/IJRR\_Vol.7\_Issue.8\_Aug2020/Abstract\_IJRR0026.html, 2020

Customer loyalty is an important aspect of business that needs special attention so that business continuity is maintained. This study aims to analyze the effect of service quality and product quality on customer loyalty through scaffolding tenant customer satisfaction at PT. Dutaraya Sejati Medan. This research used quantitative method and type of research is descriptive quantitative. The object of this research is the customers of PT. Dutaraya Sejati Medan. Populations were consumers of PT. Dutaraya Sejati Medan totalling 106 consumers, using incidental sampling techniques. Service quality measurement uses a service quality questionnaire, product quality measurement uses a product quality questionnaire, customer satisfaction measurement uses a customer satisfaction questionnaire, and customer loyalty measurement uses a customer loyalty questionnaire. This study uses path analysis to analyze quantitative data. This study revealed that service quality had a significant effect on customer satisfaction, product quality had a significant effect on customer satisfaction, service quality had a significant effect on customer loyalty, product quality had a significant effect on customer loyalty, customer satisfaction had a significant effect on customer loyalty, service quality had a significant effect on customer loyalty through customer satisfaction, and product quality had a significant effect on customer loyalty through customer satisfaction.

Service Quality Influence Customer Satisfaction and Loyalty

UKH Journal of Social Sciences, 2019

Study is aimed at measuring dimensions of Retail Service Quality that has an impact on Customer Satisfaction and Customer Loyalty in organized Food and Grocery Retail shoppers of Bhopal City in central India. Data was collected from 216 food and grocery customers using Convenience Sampling technique through Structured Questionnaire. IBM SPSS 16 software for Exploratory Factor Analysis (EFA) and Smart PLS 3.2.6 software for Confirmatory Factor Analysis (CFA) and Structural Equation Modelling (SEM) were used to analyse and validate the Path Model. The SEM results reveal that three factors viz. Physical Aspects, Price and Payment do not have a significant positive influence on Customer Satisfaction. Also, Customer Satisfaction has significant positive influence on Customer Loyalty. The study offers opportunities to organized Food and Grocery Retailers in Central India to focus on these Service Quality Dimensions while formulating strategies for gaining competitive advantage, attracting...

Analysis of Customer Loyalty through Total Quality Service, Customer Relationship Management and Customer Satisfaction By Feliks Anggia Binsar Kristian P., Hotman Panjaitan

International Journal of Evaluation and Research in Education (IJERE), 2014

This research talks about total quality service and customer relationship management effects toward customer satisfaction and its impact on customer loyalty.Fast Food Restaurant KFC, always strive to continue to make improvement in total quality service, so that customer satisfaction can be maintained, which in turn will have an impact on customer satisfaction increase in customer loyalty. Being able to create customer loyalty is also necessary to have a good relationship, between the customer with the restaurant.The research population was all KFC fast food restaurant customers at Rungkut Surabaya, Indonesia. From the results of the testing of the model in this research, by using accidental sampling, analysis of structural equation models, and using Amos 20 software support, the 200 respondents, was able to explain the relationship between the total service quality, customer relationship management, customer satisfaction, and customer loyalty KFC fast food restaurants Rungkut Surabaya Indonesia. The result shows that: total quality service have significant effect on customer satisfaction; total quality service have significant effect on customer loyalty; customer relationship management have significant effect on customer satisfaction; customer relationship management have significant effect on customer loyalty; customer satisfaction significantly effect customer loyalty. Keyword: Customer loyalty, Customer relationship, management, Customer satisfaction, Total service quality

Service Quality, Customer Satisfaction, and Customer Loyalty: A Comprehensive Literature Review (1993-2016) Seyedhossein Nikou #1 , Harihodin Bin Selamat #2 , Rasimah Che Mohd Yusoff #3

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 Mediating Role of Satisfaction in the Relationship between Service Quality and Loyalty: Case Study in PT Asuransi XYZ Indonesia

International Journal of Business Studies

The objective of this study is to analyze the relationship of service quality on agents’ satisfaction, service quality on agents’ loyalty, and satisfaction on loyalty when they used the insurance portal XYZNet as a digital tools provided by PT Asuransi XYZ Indonesia for their agents’ to increase market share in retail business in Indonesia. Where the portal was facing the challenge of the low number of usage. This study used a quantitative approach, involved 100 respondents which have minimum five times using this portal as samples. The analysis technique used in this study is Partial Least Square (PLS) Structural Equation Modeling (SEM), with the help of SmartPLS version 3.2.8 software. The results indicated that service quality positively influenced agents’ satisfaction, satisfaction also positively influenced agents’ loyalty. However service quality did not significantly influenced agents’ loyalty. The finding also indicated that satisfaction was a significant variable that media...

The impact of Service Quality on Customer Satisfaction and Loyalty

To be successful, organization must look into the needs and wants of their customers. That is why many researchers and academicians have continuously emphasized on the importance of service for customer satisfaction and loyalty. The study was aimed to examine the impact of service quality on customer satisfaction and loyalty. This study was conducted by considering the five dimension of service quality, i.e. tangibility, responsiveness, reliability, assurance and empathy and it was found that the combined effect of these factors influences customer satisfaction and loyalty. The five variables collectively as a service quality factors prove a synergic effect and increase the overall customer satisfaction and loyalty. The research outcome was revealed that service quality has an effect on customer satisfaction and loyalty and they are significantly correlated. The study was placed in three randomly selected branches (Sillassie, Arat Kilo, and St. Marry Branches) out of four hundred an...

Analysis of The Effect of Service Quality and Product Quality on Consumer Loyalty

Majalah Ilmiah Bijak

The purpose of this study is to obtain valid and reliable empirical data, facts, and information regarding the analysis of product quality factors and customer loyalty service quality of fast food restaurant consumers. This research is a quantitative research. There are two independent variables, namely product quality (X1), Service Quality (X2) and one dependent variable, namely Consumer Loyalty (Y). Data was collected by means of a survey. The data analysis technique used multiple linear regression analysis. The population in this study were all consumers who had bought fast food using an online application, where there were 142 respondents who gave answers to questionnaires via google forms which were distributed online. The results showed that there was an effect of service quality on customer loyalty, amounting to 51.9.%, there was an effect of product quality on customer loyalty of 59.8% and there was an effect of service quality and product quality together in influencing con...

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

International Journal of Multicultural and Multireligious Understanding, 2019

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.

Effect of Product Quality and Service Quality towards Loyalty through Customer Satisfaction at the Taplus BNI Medan Petisah Sub Branch

https://www.ijrrjournal.com/IJRR\_Vol.7\_Issue.6\_June2020/Abstract\_IJRR0028.html, 2020

One of the services industries that engage in finance is the banking industry. The main activities of banks generally do raise funds from the community and channel it to the community. The purpose of this research is to see the effect of product quality and service quality towards loyalty through customer satisfaction. This research is a study that tests the relationship of more than two variables. The population in this research is the customer of the Taplus BNI Medan Petisah Sub Branch with sample withdrawal method using purposive sampling with hypothesized testing device using structural equation modeling (SEM)-partial least square (PLS). The first test results show the product quality effect towards the customer satisfaction with p-values 0.000, the service quality effect towards the customer satisfaction with p-values 0.000. Furthermore, customer satisfaction is significantly effect towards loyalty. In the results of the study also showed that the product quality does not have a significant effect towards loyalty with p-values 0.413 and service quality does not have a significant effect towards loyalty with p-values 0.057. The product quality and service quality is not able to give direct effect towards loyalty. The loyalty is established when the bank customer is able to feel the level of satisfaction he hoped. In terms of creating satisfaction, the bank needs to improve the service quality to the customer, and further give the customer trust for the product used.

The The Effect of Service Quality and Customer Satisfaction on Customer Loyalty

Jurnal Manajemen Strategi dan Aplikasi Bisnis, 2021

This study aims to know how service quality and customer satisfaction affect McDonald's customer loyalty. The object of this research is McDonald's fast food Restaurant. This type of research is quantitative and analysis techniques using multiple linear regression. The sample of this study was 210 respondents who were selected by the convenience sampling method. The results of this study are that Service Quality and Customer Satisfaction partially and simultaneously have a positive and significant effect on Customer Loyalty. Therefore, McDonald supposes that customers consider fast service, so they should minimize customer queues, to provide better price quotes to customers, and Mc Donald should continue to improve the quality of its services.