The Effect of Service Quality, Product Quality and Customer Satisfaction on Customer Loyalty of Bank Nagari Main Branch Padang

Elidawati, Elidawati; Yasri, Yasri; Idris, Idris

doi:10.2991/piceeba-18.2018.41

Cited by 2 publications

(7 citation statements)

References 14 publications

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“…Konsumen akan puas jika produk yang mereka gunakan berkualitas tinggi (Albari, 2019). (Elidawati et al, 2018) berpendapat bahwa kualitas layanan produk harus dimasukkan dalam penelitian tentang model kepuasan. Sementara itu, (Marlina et al, 2019); (Faullant et al, 2008); (Hair et al, 2014) membuktikan bahwa kepuasan pelanggan dipengaruhi oleh kualitas produk yang digunakan oleh pengguna.…”

Section: Kualitas Produkunclassified

“…Beberapa peneliti juga berpendapat bahwa kualitas produk tidak hanya mempengaruhi tingkat kepuasan tetapi juga loyalitas pelanggan, sebagaimana dibuktikan oleh (Elidawati & Idris, 2018). (Hakim, 2021) juga menunjukkan bahwa mayoritas pelanggan setia adalah mereka yang menggunakan produk berkualitas tinggi.…”

Section: Kualitas Produkunclassified

“…Kualitas produk adalah kemampuan suatu produk menjalankan fungsi tertentu, yang terdiri dari daya tahan, keandalan, akurasi yang dihasilkan, kemudahan menggunakan dan memperbaiki, dan atribut berharga lainnya secara holistik (Elidawati & Idris, 2018) Kepuasan (Kanwel et al, 2019) menyatakan bahwa kepuasan adalah tanggapan terhadap penilaian kepuasan pelanggan tentang pemenuhan kebutuhan, keinginan, harapan dan tujuan yang dipilih sesuai dengan asumsi kepuasan, persepsi, kesenangan dan memenuhi berbagai tuntutan. Teori disconfirmation ekspektasi menjelaskan bahwa kepuasan adalah ketidaksesuaian memenuhi kebutuhan dan keinginan kesenjangan yang berkelanjutan antara harapan, dengan tujuan yang diinginkan.…”

Section: Instrumen Penelitian Dan Pengukuranunclassified

“…Hasil penelitian ini mendukung beberapa peneliti sebelumnya yang berhasil membuktikan kepuasan pelanggan yang dipengaruhi secara positif oleh kualitas layanan, yang bisa dilihat dalam (Albari, 2019); (Osman & Sentosa, 2013); (Adi et al, 2019); (Faullant et al, 2008); (Elidawati & Idris, 2018). Selain itu, (Feldman, 2001) menyatakan bahwa dalam rangka agar bisa bertahan dan tetap kompetitif, setiap bisnis harus mengembangkan kualitas layanannya yang pada akhirnya akan menghasilkan kepuasan dan loyalitas pelanggan.…”

Section: Pengaruh Kualitas Layanan Terhadap Kepuasanunclassified

“…Konsumen akan puas jika produk yang mereka gunakan berkualitas tinggi (Albari, 2019). (Elidawati et al, 2018) Pandu Kusuma Jati Uswatun Chasanah Anas Hidayat berpendapat bahwa kualitas layanan produk harus dimasukkan dalam penelitian tentang model kepuasan.…”

Section: Pengaruh Kualitas Produk Terhadap Kepuasanunclassified

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Pengaruh Service Quality dan Product Quality Terhadap Loyalitas dan Kepuasan Konsumen Pada Agrowisata Pulesari, Sleman, DIY

Jati¹,

Chasanah²,

Hidayat

2021

jkb

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The goal of this research was to discover the impact of product quality and service quality on loyalty and customer satisfaction. Product quality and service quality are the independent variabels which influence user loyalty in an integrated manner. The researchers employed an intervening variable which is customer satisfaction. This study used a questionnaire survey for carrying out the data of research. Simple random sampling was used as a technique for determining of 275 respondents as the number of samples in this research. The researchers employed Path Analysis as the analysis method in this study. The SPSS Version 23.00 was used as tool for testing the data. Based on Kolmogorov-Smirnov test, all data were normally distributed as the results of the normality test conducted. Meanwhile, the items in all variables are valid based on the results of Pearson Correlation as the validity test and the researchers employed the Cronbach's Alfa test for testing the reliability whose values are seen. There are three tests for testing the hypothesis such as t-test, F test, and R Square in this study. The results show that all are accepted. Customer loyalty and customer satisfaction are affected by product quality and service quality. And, the effect of service quality and product quality on consumer loyalty is also proven mediated by customer satisfaction

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Section: Kualitas Produkunclassified

Section: Instrumen Penelitian Dan Pengukuranunclassified

Section: Pengaruh Kualitas Layanan Terhadap Kepuasanunclassified

Section: Pengaruh Kualitas Produk Terhadap Kepuasanunclassified

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Pengaruh Service Quality dan Product Quality Terhadap Loyalitas dan Kepuasan Konsumen Pada Agrowisata Pulesari, Sleman, DIY

Jati¹,

Chasanah²,

Hidayat

2021

jkb

View full text Add to dashboard Cite

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Investigating the Impact of Resilience, Responsiveness, and Quality on Customer Loyalty of MSMEs: Empirical Evidence

2022

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Due to the importance of the micro, small, and medium-sized enterprises (MSMEs) sector and the negative implications of COVID-19, which resulted in decreasing resource availability, shortages of supply, declining consumer demand and requirements, and a lack of consumer satisfaction and loyalty, this research investigates the impact of resilience, responsiveness, and quality on customer loyalty in MSMEs. An online questionnaire was conducted on MSMEs’ end consumers in the Egyptian context. The analysis was conducted through Amos and SPSS, and the research hypotheses were tested through covariance-based structural equation modelling for 891 valid questionnaires. The findings exposed that there is a positive significant impact for operational resilience (flexibility and technology adoption), responsiveness (delivery fulfillment and speed and after-sale service), and product/service quality on customer loyalty in terms of behavioral, attitudinal dimensions. It contributes to understanding how MSMEs could enhance their sustainable performance (resilience, responsiveness, quality) to reach better customer loyalty. This research presents insights on how the MSMEs sector can adapt to the dynamic business environment in terms of COVID-19 crisis and consumer behavior, which has changed the nature and needs of the market and consumers. In addition, this research extends the theories of Resource-Based View (RBV), Dynamic Capability View (DCV), and Theory of Consumption Value (TCV) in an empirical contribution through filling the gap in understanding consumers’ needs in terms of resilience, responsiveness, and quality.

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The Effect of Service Quality, Product Quality and Customer Satisfaction on Customer Loyalty of Bank Nagari Main Branch Padang

Cited by 2 publications

References 14 publications

Pengaruh Service Quality dan Product Quality Terhadap Loyalitas dan Kepuasan Konsumen Pada Agrowisata Pulesari, Sleman, DIY

Pengaruh Service Quality dan Product Quality Terhadap Loyalitas dan Kepuasan Konsumen Pada Agrowisata Pulesari, Sleman, DIY

Investigating the Impact of Resilience, Responsiveness, and Quality on Customer Loyalty of MSMEs: Empirical Evidence

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