The Connection between Customer Satisfaction and Loyalty in the Field of Commercial Banks.Part 1

In this study, I address the following questions that are becoming increasingly important to bank managers: How are the levels of customer satisfaction and loyality when chosen online service? What are the unique drivers of online customer satisfaction and dissatisfaction? How is the relationship between customer satisfaction and loyality in the online environment? I propose a conceptual framework, develop and test hypotheses about the drivers of customer satisfaction and loyality, the relationship between satisfaction and loyality especially dissatisfaction.

ANALISIS LOYALITAS PELANGGAN PADA RUMAH MAKAN ”KEDAI ASSALAMUALAIKUM” MALANG

Research that conducted this is the research survey. Researcher conducts observation in data collecting that conducted in restaurant Kedai Assalamualaikum Malang with title that is: ”Analysis Loyalitas Pelanggan Pada Kedai Restaurant Assalamualaikum Malang. Target this research the first to know influence of restaurant loyality that cover restaurant location, arrange restaurant position, and indoor excitement eats to loyality of Restaurant customer Kedai Assalamualaikum. Second to know variable that have biggest contribution to loyality of Restaurant customer Kedai Assalamualaikum Malang. Hypothesis in this research proven accepted that\ud anticipated restaurant location is variable that biggest contribution to loyality of Restaurant customer Kedai Assalamualaikum. Analyzer as used in this research logistics regresion. Analysis Result can be known that there is influence that cover: restaurant location, arrange restaurant position, indoor excitement eats have an effect on to loyality of Restaurant customer Kedai Assalamualaikum Malang, this shown by statistic value Wald every free variable 3,841. Conclusion from research result that store loyality have an effect on to loyality of Restaurant customer Kedai Assalamualaikum and variable of store location that biggest contribution to customer loyality then researcher can give suggestion in this research that is: suggestion for Restaurant that is maintain and change it restaurant loyality owned by by Kedai Restaurant Assalamualikum until consumer fixed loyal to Kedai Restaurant Assalamualaikum. Maintain restaurant location where factor dominant and fox arranges restaurant position and excitement from within Kedai Restaurant Assalamualaikum, that can create customer loyality. For academician: can use other analysis tool, enhance amount sampel and add this indicator amount until research more expand.\ud Keyword:store loyality, customer loyalit

Pengaruh Kualitas Pelayanan dan Harga terhadap Kepuasan dan Loyalitas Pelanggan pada Toko Retail Bahan-bahan Bangunan di Kecamatan Dungkek

The purpose of this research is to examine and analyze the influence of service quality toward customer\u27s satisfaction, the influence of price level toward customer\u27s satisfaction; the influence of customer\u27s satisfaction toward customer\u27s loyality; and the influence of price level toward the customer\u27s loyality of store of building materials at Dungkek subdistrict. The approach of this research is explanatory research. Researcher used 100 respondents as the sample of this research, which applied purposive sampling as the technique of sample collection. Researcher also used Partial Least Square (PLS) to analyze the data.Based on the result of this research, there are some conclusions: (1) service quality significantly influences customer\u27s satisfaction; (2) price level significantly influences customer\u27s satisfaction; (3) customer\u27s satisfaction has significant influence toward customer\u27s loyality; (4) service quality significantly influences customer\u27s loyality; and (5) price level significantly influences customer\u27s loyality.One practical implication of this research is that in order to improve the business competitiveness, especially in store of building materials, continuous improvement of service quality is needed,which can be done by adapting the given service quality with expected result from customer. The better service quality which is given, the higher chance that customer will do the next transaction or that customer will be a potential customer who may give positive recommendation to other people. Price level factor also positively influences customer\u27s satisfaction and loyality because it is a necessity for retailers of bulding materials store to pay attention to price level issue in order to improve the customer\u27s satisfaction and loyality. Policies in determining price level will give a certain satisfaction level to customers. The determined price should be equal with what is given by retailers and must be competitive. Therefore, customer\u27s satisfaction and loyality will increase

Pengaruh Customer Relationship Management Terhadap Loyalitas Pelanggan Pada PT. Bank Riau Kepri Cabang UTAMA Pekanbaru

The aim of this research is to analyze the implementation of Customer Relationship Management and customer loyality of PT. Bank Riau Kepri Pekanbaru Main Branch and see its effects. Results of the study concluded that the implementation of CRM in PT. Bank Riau Kepri Pekanbaru Main Branch that includes dimension of direct sales, direct customer relationship, customer segmentation for ssales and service, and build-to-order production. have been rated good overall. Customer loyality of PT. Bank Riau Kepri Pekanbaru Main Branch that is seen from the dimension of re-purchase on a regular basis, refer to other consumers, and the desireremains a customer are also rated high. The results of data analysis through SPSS programs, CRM has a strong connection to the customers loyalitas. CRM provide variable positive and significant influence on the customer loyality on variable PT. Bank Riau Kepri Pekanbaru Main Branch, which means that if the variable is improved then the CRM will also cause an increase of the customer loyality.Keyword: customer relationship management, customer loyality, Bank Riau Kepr

Pengaruh Reputasi Perusahaan terhadap Loyalitas Nasabah pada Jasa Asuransi (Kasus pada Pt.asuransi Bsam Cabang Pekanbaru)

This study aimed to determine the effect of the Corporate Reputation on Customer Loyalty of PT Insurance BSAM branch Pekanbaru.corporate reputation as an independent variable (X).while costumer loyality as the dependent variable (Y). study was conducted on customer Non Captive in PT.Insurance BSAM Branch Pekanbaru by 99 people.Data obtained from the questionnaire and further processed and tested using statistical analysis such as simple regression analysis , t test, correlation analysis and determination using SPSS program.The results showed that the test results of hypothesis testing. tcount(22.558) >ttable (1.66071). This suggest that the corporate reputation affect the costumer loyality. The magnitude of the corporate reputation on costumer loyality in PT.Insurance BSAM Branch Pekanbaru is 84%.Keyword:the company reputation and costumer loyalit

HUBUNGAN ANTARA PENGALAMAN PELANGGAN (CUSTOMER EXPERIENCE) TERHADAP LOYALITAS PELANGGAN RESTORAN SOLARIA RATU PLAZA

LIANDA RACHMADHANY. The Correlation between Customer Experience with Loyality On Customer of Solaria, Ratu Plaza. Thesis, Jakarta. Study Program of Commerce Education, Department of Economics and Administration, Faculty of Economics, State University of Jakarta, June 2014. The purpose of this research is to obtain valid and reliability datas or facts about the possibility correlation between customer experience with loyality on customer of solaria, ratu plaza. The research used survey method with the correlational approach. The research was conducted at ..............for two months from April 2014 until June 2014. The population in this study are ...................... The technique which is used in gathering the sample was simple random sampling about 40 residents. According to statistical computation, the regression equation is Ŷ = 59,73+ 0,281X. Test requirements analysis of the normality test error of estimated regression of Y on X (Y – Ŷ) to produce Lcount liliefors test = 0,0812, while the Ltable for n = 40 at 0,05 significant level is 0,157. Because the Lcount Ftable, which is Fcount = 20,29 > Ftable = 4,18, meaning that the regression equation is significant. Product Moment correlation coefficient of Pearson generating rxy = 0,590, it indicates there’s a positive correlation between brand trust with customer loyalty. Thereafter performed the test significance correlation coefficient using the t-test and the resulting tcount > ttable, which is tcount = 4,504 > ttable = 0,312. It can be concluded that the correlation between customer experience with loyality is significant. The coefficient of determination obtained for 34,81% which shows that 34,81% of the variation of loyality is determined by customer experience. The result of this research has proved the existence of a positive and significant correlation between customer experience with loyality on customer of solaria, ratu plaza

Analisis Pengaruh Kualitas Produk, Kualitas Pelayanan, Desain Produk, Harga Produk Dan Kepercayaan Terhadap Loyalitas Pelanggan Indosat Im3 Pada Mahasiswa Fakultas Ekonomi Dan Bisnis Universitas Muhammadiyah Surakarta

Febry Arum, Scholar Program, Muhammadiyah University of Surakarta, Analyzis Influence of Product Quality, Service Quality, Product Design, Product Price and Trust To Customer’s Loyality. This research purposes: 1) To analysis influence product quality to customer’s loyality of IM3 product 2) To analysis influence service quality to customer’s loyality of IM3 product 3) To analysis influence product design to customer’s loyality of IM3 product 4) To analysis influence product price to customer’s loyality of IM3 product 5) To analysis influence trust to customer’s loyality of IM3 product This research uses primary data. Sample of this research uses 100 respondents caome from students of Economic Faculty by Bussiness Muhammadiyah University of Surakarta. Technique collecting sample uses purposive sampling or collecting sample by random with certain criterion. Criterion is students active in Economic Faculty and Bussiness of Muhammadiyah University of Surakarta who are still or user of IM3 card. Analysis method uses regression linier with validity and reliability test before, assumsi classic uses normality, multicolinierity and heteroscedasticity tests. Hyphotesis test uses simultant significance test (F-test) and significant partial test (t-test) and adjusted R square with standard error of estimate using 5% or 0.05. Result of this research 1) base on analysis result regression linier of this research Y = Y = -1,821 + 0,282 X1 + 0,248 X2 + 0,267 X3 + 0,137 X4 + 0,270 X5; 2) Result of this research from answer index shows product quality (X1) has index value 76.8 that highest score and product quality has most influence of analysis regression 0.282 where result of this research from respondent’s perception by fiture or special added of IM3 product is fulfull needed of customer so effort customer’s loyality IM3 in Economic and business faculty of Muhammadiyah University of Surakarta. Product quality variable (X1) has positive influence and significant to customer’s loyality (Y) with regression value 0.282 and tvalue = 3.619 with significant 0.000 3) Result of research and answer index shows service quality variable has index value 79.5 high score level where result of research by respondent’s perception measure almost respondent said service quality IM3 positive and significant to customer’s loyality (Y) with regression 0.248 and t value = 3.436 with significant 0.004. 4) Result of this research answer index of respondent shows product design variable (X3) has index value 79.4 that high score level where result of research by respondent perception measure said product design IM3 is interest. Design product (X3) has positif and significant to customer’s loyality (Y) with regession value 0.267 t value = 3.261 with significant value 0.006 5) Result of research and answer index shows price (X4) has index value 80.3 high score level where result of research by respondent’s perception measure almost respondent said price IM3 appropriate with special fiture, reaching and appropriate with value of money. Price variable (X4) has positive and significant to customer’s loyality (Y) with regression value 0.137 and tvalue = 2.170 with significant level 0.033; 6) result of research from answer index 79.3 that is high score level where result of research respondent’s perception value almost respondent said IM3 is satisfaction so effort customer’s loyality of IM3. Trust (X5) has positive and significant to customer’s loyality (Y) with regression value 0.370 and t value = 3.240 with significant level 0.002 7) From result of regression test known product quality variable (X1) has dominant influence to customer’s loyality (Y) with regression value 0.282, while price variable (X4) has smallest influence to customer’s loyality (Y) is regression value is 0.137. This shows product offer with expensive price customer still buy product because certain reason quality product. It means product popular in quality so, how much money spent of customer it is no problem. It is evident if customer important of quality product (X1) than price (X4). Keyword: customer loyality, product quality, service quality, design product, price product and trust

PENGARUH CITRA KOPERASI DAN KEPUASAN ANGGOTA TERHADAP LOYALITAS ANGGOTA DI KOPERASI SERBA USAHA SEJAHTERA BERSAMA CABANG CEMPAKA PUTIH

ABSTRACT PAMUJI ADIGUNA. “The Influences Of Image And Satisfaction Of Customer Loyality At Co’operation Serba Usaha Sejahtera Bersama Cempaka Putih” Research. The Education of Cooperation Economic. Economic and Administration Major. Faculty of Economic. State University of Jakarta. 2015.Lecturer Advisor: Dr. I Ketut R Suarditha M.Si dan Karuniana Dianta AS, SIP, ME This research is purposed to analyze the The Influences Of Image And Satisfaction Of Customer Loyality At Koperasi Serba Usaha Sejahtera Bersama Cempaka Putih. The method of this research is survey. The population in this research are all of labors in Co „operation Sejahtera Bersama while the population of inaccessibility are the second grade students. Samples were taken at 97 members. Sampling technique with proportional random sampling. The technique of data analysis in this research is multiple regression analysis using software SPSS 16.0. From ouput it got from of multiple regression: Y = 18,788 + 0,362X1 + 0,291X2 and has indicated image (X1) is positively and significantly affected to loyality with thit (5,217) > ttab (1,661). Satisfaction (X2) is positively and significantly affected to loyality with thit (3,994) > ttab (1,661). Based on the F test at a = 5%, it got Fhit (33,500) > Ftab (3,09), it can concluded that simultaneously image and satisfaction have a significantly affected to loyality.Determination coefficient (R 2) value that obtained is 0,416, was obtained having the notion that the contribution of the effect of variable image and satisfaction is 41,6 % while the rest is explained by other factors that do not exist in this research model. Keywords: Image, Satisfaction, Loyalit