Pengaruh Customer Relationship Marketing dan Kualitas Layanan Terhadap Kepuasan : Studi Konsumen McDonald’s Kediri

Laely, Nur; Djunaedi, Djunaedi; Rosita, Dea

doi:10.30737/ekonika.v5i2.1129

Cited by 7 publications

(7 citation statements)

References 2 publications

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“…This study's findings logically support Laely's conclusions that consumer connections and service quality positively and significantly impact consumer satisfaction [24]. Mayasari's research found that time management and total quality service at the Obstetrics and Gynecology Polyclinic RSIA Anugrah Medical Center substantially impacted patient satisfaction [25].…”

Section: Tqs Variable Correlation Test To Consumer Satisfaction Variablesupporting

confidence: 78%

The Effect of Total Quality Service with E-Bekal on Customer Satisfaction

Sulhadi¹,

Baharun²,

Wahid³

et al. 2023

TEM Journal

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This study aims to examine the public's perception of the services quality provided by the Nurul Jadid Islamic Boarding School through the application of E-Bekal as an Islamic boarding school innovation in the face of the Revolution 4.0 era. The quantitative correlational approach was applied in this investigation. The data was gathered through observation and the distribution of questionnaires. A total of 125 people were surveyed, including guardians and alums. Somers'D correlation analysis was used to do the data analysis. The findings show that total quality service has a joint influence on customer expectations and satisfaction with the quality of services provided by Nurul Jadid Islamic Boarding School through the application of the E-Bekal santri service, with a significance value of 0.05 and has a positive correlation with the coefficient value of 0.863 on the customer expectation variable, and 0.540 on the satisfaction variable. Consumer expectations and satisfaction are both influenced by total quality service.

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Section: Tqs Variable Correlation Test To Consumer Satisfaction Variablesupporting

confidence: 78%

The Effect of Total Quality Service with E-Bekal on Customer Satisfaction

Sulhadi¹,

Baharun²,

Wahid³

et al. 2023

TEM Journal

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“…Hasil penelitian (Sembiring, Diamond & Yulia, 2020), (Suwarsito & Aliya, 2020), (Hilman, Siti & Marlena, 2020). (Hendrian Yonata , Priski Setiawan, Ruby Santamoko, Dodi Ilham, 2020), (Nur Laely, Djunaedi, 2020), menyatakan bahwa kualitas pelayanan dapat meningkatkan kepuasan konsumen. (Holotová, 2020).…”

Section: Pendahuluanunclassified

Analisis Kualitas Pelayanan Berbasis Sustainable Marketing Pada UMKM

Fatimah

Tyas

2023

RELASI

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MSMEs must continue to maintain customer loyalty even though these MSMEs are located in rural areas. MSMEs in rural areas affect the rate of economic growth in rural areas as well as in Balung Lor Village. MSMEs in this village must immediately get up so that the economy in Balung Lor Village will recover after suspended animation due to the Covid 19 pandemic. The purpose of this study is to analyze the quality of services based on sustainable marketing at MSME Restaurants so that MSMEs are able to continue to grow. The Restaurant MSME was chosen because this MSME was very affected by the Covid 19 pandemic. The type of research was quantitative. The population in this study is the consumer of MSME Restaurants in Balung Lor Village. Using Importance Performance Analysis. The average service gap is -0.438, which describes the service that is not as expected by consumers, so it is necessary to improve the quality of services based on sustainable marketing at MSME Restaurants so that consumer loyalty continues to increase.

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“…Relationship marketing is not just about providing services at the place, time, and price demanded by the target market, but it wants to build relationships with the target market that will buy from it again in the future and encourage others to do so. Relationship marketing seeks to retain more customers and lose fewer customers [19]. Researchers have linked three factors to the popularity of relationship marketing in the late 1990s.…”

Section: Theoretical Frameworkmentioning

confidence: 99%

“…By increasing loyalty, customer satisfaction guarantees future earnings, reduces the cost of future transactions, reduces price flexibility, and minimizes the likelihood that customers will slip in the face of disadvantages [27]. Customer satisfaction is widely considered as a key effect in shaping customers' future purchasing intentions [19].…”

Section: Customer Satisfactionmentioning

confidence: 99%

The Relationship Marketing Performance Evaluating in Financial Services Sector of Project Management

Rostami

Mirshahi

2022

Shock and Vibration

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In any economy, the financial sector is interpreted as the driving force in the process of achieving growth through the appropriate and optimal allocation of resources to productive economic sectors. Financial institutions are defined as customer service providers. The generalization of the obtained results to the whole statistical population is the last step in this research. The research is a survey that can provide data on attitudes, feelings, beliefs, past behaviors, recorded behaviors, and the recognition of the acquisition of personal characteristics. Considering that the services available in commercial banks are relatively the same and it is difficult for most banks to differentiate these services from competitors, therefore, many banks around the world have tended to use the relationship marketing approach. The concept of relationship marketing was first mentioned in the American marketing literature in a 1983 article by Barry, who considered relationship marketing as a strategy for attracting, retaining, and strengthening customer relationships. This means that if the bank’s reciprocal relationships increase by 1 unit, it is 95% likely that the value of customer satisfaction with financial services will increase by 0.663 units. Factor loads also have a very good quality in explaining their construct because they have a value of more than 5%. On the other hand, the value of the t significance coefficient for the relationship between the variables of the bank’s reciprocal relationships and customer satisfaction with financial services is 8.471 at the 95% confidence level, which is more than 1.96, indicating the importance of the bank’s reciprocal relationships on customer satisfaction with financial services. To evaluate the sixth hypothesis that “the bank’s reciprocal relationships affect customer satisfaction with financial services,” factor load and significance coefficient obtained from structural equation modeling were used. Considering the path coefficient related to this hypothesis, it can be concluded that the bank’s reciprocal relationships with the value of 0.663 affect customer satisfaction with financial services.

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Pengaruh Customer Relationship Marketing dan Kualitas Layanan Terhadap Kepuasan : Studi Konsumen McDonald’s Kediri

Cited by 7 publications

References 2 publications

The Effect of Total Quality Service with E-Bekal on Customer Satisfaction

The Effect of Total Quality Service with E-Bekal on Customer Satisfaction

Analisis Kualitas Pelayanan Berbasis Sustainable Marketing Pada UMKM

The Relationship Marketing Performance Evaluating in Financial Services Sector of Project Management

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