Kualitas Layanan, Citra Merek Dan Pengaruhnya Terhadap Kepuasan Nasabah Dan Loyalitas Nasabah Tabungan (Studi Pada Nasabah Taplus BNI Cabang Manado)

The purpose of this study was to analyze the influence of service quality and brand image on customer satisfaction and its impact on customer loyalty in the Customer Taplus Bank BNI Manado. Population in this study is the customer Taplus totaling 1157 people . The number of samples 270 people with accidental sampling technique . Method of data collection is done by using a questionnaire survey , and data analysis using path analysis . The results showed that the variable quality of service significantly influence customer satisfaction partially variable . Brand image variables not significant effect on customer satisfaction partially variable while customer satisfaction variables significantly influence the loyalty variable customer

Pengaruh Kualitas Pelayanan terhadap Kepuasan Konsumen Arfa Barbershop di Surakarta

Purpose of this research to analyze effect of tangibles, reliability, responsiveness, assurance and empathy on customer satisfaction. Research design was survey on customer of Arfa Barbershop Surakarta. Type of data used qualitative and quantitative data. Source of data used primary and secondary data. Population are customers Arfa Barbershop Surakarta. Sample used 100 customer with convenience sampling. Technique of collecting data used questionnaire, observation and documentation. Analysis data used assumption classic test, multiple regression, t test, F test and coefficient determination. Result showed that tangibles has did not significant effect on customer satisfaction. Reliability has significant effect on customer satisfaction. Responsiveness has significant effect on customer satisfaction. Assurance has did not significant effect on customer satisfaction. Empathy has significant effect customer satisfaction. Reliability was a dominant variable on customer satisfaction because has value of coefficient regression are biggest

Pengaruh Kualitas Pelayanan terhadap Loyalitas dengan Kepuasan sebagai Variabel Intervening pada Nasabah Pengguna Mobile Banking

The purpose of this study was to analyze the significance of the effect of service quality of mobile banking and satisfaction on loyalty and analyze the effect of the service quality of mobile banking on customer loyalty mediated by satisfaction. This study is a survey at consumers of Bank BNI Sukoharjo. Population are customer whose used mobile banking. Sample as many as 100 people with convenience sampling. The type of data used quantitative and qualitative data. Sources of data used primary data and secondary data. The technique of collecting data used questionnaires, observations and literature. Data were analyzed used path analysis. The survey results revealed that the service quality of mobile banking has a significant effect on customer satisfaction. Service quality of mobile banking has a significant effect on customer loyalty. Satisfaction has a significant effect on customer loyalty. Satisfaction mediate the effect of service quality of mobile banking on customer loyalt

IMC customer-based perception: strategic antecedents and consequences on post-purchase customer behaviour

Last decades Integrated Marketing Communications (IMC) have been mainly analysed from a managerial perspective, overlooking the customer opinion. Thus, this research studies IMC customer-based perception, its strategic antecedents and consequences on post-purchase customer behaviour (satisfaction, word-of-mouth recommendations, and repurchase intention), from a multi-country perspective. The structural equation modelling and multi-group analysis are based on the customers´ survey data in Belarus and Spain. The results suggest that technology orientation positively affects IMC, and, customer orientation does not. IMC positively affects customer satisfaction, which in turn positively impacts on WOM and repurchase intention. WOM does not influence on repurchase intention. IMC directly affects WOM and repurchase intention in Spain and does not in Belarus, which is the significant country difference

Pengaruh Kualitas Pelayanan, Atribut Produk Islam, dan Nilai Nasabah terhadap Kepuasan Nasabah

Purpose of this research to analyze the effect of service quality, Islamic product attributes and customer value on customer satisfaction and analyze the factors that dominant effect on customer satisfaction. This study is a survey on customer KJKS Bina Insan Mandiri. This type of data is qualitative data and quantitative data. Source of data used primary data and secondary data. Sample research are 100 customers with accidental sampling technique. The technique of collected data use questionnaires, observation and documentation. Analysis of data use multiple linear regression. The results showed that the service quality has positive and significance effect on customer satisfaction. Islamic product attributes has positive and significant positive effect on customer satisfaction. Customer value has positive and significant effect on customer satisfaction. Islamic product attributes is the dominant variable who effect on customer satisfaction. The magnitude of the effect of service quality, Islamic product attributes and customer value by 53,2 percent

SERVICE-PROCESS CONFIGURATIONS IN ELECTRONIC RETAILING: A TAXONOMIC ANALYSIS OF ELECTRONIC FOOD RETAILERS

Service-processes of electronic retailers are founded on electronic technologies that provide flexibility to sense and respond online to the dynamic and complex needs of customers. In this paper, we develop a taxonomy of service-processes in electronic retailing and demonstrate their linkage to customer satisfaction and customer loyalty. The taxonomy is grounded in a conceptual classification scheme that differentiates service-process stages on a continuum of flexibility. Using data on electronic service-processes collected from 255 electronic food retailers, we identified eight configurations for the taxonomy. We also collected and analyzed publicly reported customer satisfaction survey data that were available for 52 electronic food retailers in the study sample. The results of this analysis indicate positive and significant correlation of the ordering of the taxonomy configurations with (i) customer satisfaction with product information, product selection, web site aesthetics, web site navigation, customer support, and ease of return, and (ii) customer loyalty. Taken together, the results of our empirical analyses demonstrate that the taxonomy captures information and variety within and across the electronic service-process configurations in ways that can be related to customer satisfaction and customer loyalty.Marketing, Research and Development/Tech Change/Emerging Technologies,

Pengaruh Lokasi, Harga, Fasilitas, Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen (Studi Kasus Di Soto Seger Mbok Giyem Cabang Sukoharjo)

This research was conducted at Soto Mbok Giyem Cabang Sukoharjo which aims to analyze the effect locations on customer satisfaction, price on customer satisfaction, service on customer satisfaction, and service quality on customer satisfaction. This study uses the survey design, the research took a sample from a population by using a questionnaire as a data collection tool. The samples used were 100 respondents Soto Seger Mbok Giyem Cabang Sukoharjo customers. The analytical tool used in this research is to test the instrument, the classical assumption test, data analysis (multiple linear refression analysis, t-test, F and coefficient of determination (R2)). The result of this study, there are significant positive and significant correlation between the locations to customer satisfaction, there are significant positive and significant correlation between the price to customer satisfaction, there are significant positive and significant correlation between the service on customer satisfaction, there are significant positive and significant correlation between the service quality on customer satisfaction

Pengaruh Store Atmosphere dan Kualitas Produk terhadap Kepuasan Pelanggan (Survei pada Pelanggan Cafe Otw Food Street Malang)

This study aims to explain the influence of Store Atmosphere ( store interior, exterior, display, and layout) to Customer Satisfaction and the influence of Product Quality (perceived and aesthetic quality) to Customer Satisfaction. Researcher apply survey method and questionnaire as a research instrument to collecting data. Researcher also use the SPSS application to calculate and analyze data for view able results.Researcher has selected 116 respondents with purposive sampling method where the characteristics of the respondent has the researcher specify before. Data analysis using descriptive analysis and linear regression analysis. The result shows that both independent variable that is Store Atmosphere and Product Quality either jointly or partially have significant influence to Customer Satisfaction. Product Quality Variable is the most dominant variable in giving influence to Customer Satisfaction