Hasil Pencarian  ::  Simpan CSV :: Kembali

"ABSTRAK Tujuan penelitian ini adalah untuk melihat faktor-faktor loyalitas nasabah diduga dipengaruhi oleh faktor-faktor yaitu: (1) nilai pelanggan; (2) daya tarik iklan; (3) kompetensi tenaga penjual; (4) kepuasan pelanggan.Penelitian ini merupakan penelitian deskriptif kuantitatif dengan menggunakan kuesioner yang disebar melalui 135 nasabah asuransi Jasindo Takaful di Kota DKI Jakarta dengan rentang waktu sejak bulan Agustus 2012 sampai dengan Desember 2012 sebagai responden. Alat analisis data menggunakan Structural Equation Model (SEM) dengan program AMOS-18.Hasil analisis SEM menunjukkan bahwa semua konstruk memenuhi kriteria Goodness of Fit Index, artinya model penelitian dapat diterima. Hasil penelitian ini dapat disimpulkan bahwa nilai pelanggan, kompetensi tenaga penjual dan kepuasan pelanggan berpengaruh positif dan signifikan terhadap loyalitas pelanggan, sedangkan daya tarik iklan tidak berpengaruh terhadap loyalitas pelanggan.

---

ABSTRACTThe purposes of this research propose is to knowing customer loyality factors that is influence by: (1) customer value; (2) promotion; (3) competence of marketers; (4) customer satisfaction.It is a quantitative and descriptive research, using questioners which is filled by 135 Jasindo Takaful’s customers in Jakarta as respondences with is period August 2012 until December 2012. The tool of data analysis is using SEM with AMOS-18 program.The analysis result shows that all of constructs fulfill the goodness of fit test, it means that the resarch model can be accepted. The result of this research can be concluded that customer value, competences of marketers, customer satisfaction have a positive and a significant influence to the customer loyality while promotion has no influence to the customer loyality."

"Nowadays, there are many diseases that are caused by weather and viruses. The govemment had an idea to solve the problem by cooperate with insurance that provided health insurance product, and one of the insurance was PT. MAA Life Assurance. When the insurance company sold the product, they accompanied by broker insurance. Broker insurance served as an intermediary between insurance and customer. Researcher tried to find out the correlation between satisfaction with loyalty of health insurance’s customer PT. MAA Life Assurance when the customer used insurance broker Services. The research used quantitative approach in order to have understanding and strong interpretation about a social phenomenon through research. The research was among descriptive research to described research object based on the fact notice from the sample research or as it is. Primary data gathering were acquired by spreading the questionnaires to discover consumer from respondents’ experience when they bought health insurance product from PT. MAA Life Assurance and used broker insurance Services. Secondary data were acquired by literature study to optimized theoretical framework in decided the purpose and goal of the research also the concept and other theoretical material in conjunction with research problem. The data analyses used multiple linier regression. Analysis result in the research concluded about there was a correlation between satisfaction with customer loyalty of PT. MAA Life Assurance’s Customer. Quality of product, price, and Services also gave contribution in loyalty customer."

"Indonesia, yang mayoritas penduduknya beragama Islam, merupakan tempat strategis untuk tumbuhnya kegiatan ekonomi yang berbasis syariah, termasuk asuransi syariah. Kondisi ini membuat persaingan dalam mencari dan mempertahankan nasabah harus selalu dilakukan perusahaan asuransi syariah agar mampu bersaing dengan kompetitornya. Mencari nasabah baru adalah usaha yang tergolong sulit, tetapi akan jauh lebih sulit lagi adalah mempertahankannya. Karena itu penelitian ini bertujuan untuk mengetahui faktor-faktor apa saja yang mempengaruhi loyalitas nasabah asuransi syariah.Dengan menggunakan metode statistik non parametric korelasi rank spearman diperoleh hasil bahwa semua variabel independen yang diuji yaitu faktor syariah, produk, harga, lokasi, promosi, Sumber Daya Manusia, proses, fisik, agen marketing dan investor mempunyai hubungan positif yang signifikan dengan variabel dependen loyalitas nasabah. Lebih jauh diperoleh hasil yang menempatkan faktor proses sebagai variabel yang memiliki keterkaitan paling tinggi dengan loyalitas nasabah asuransi syariah, sedangkan faktor syariah merupakan faktor yang memiliki tingkat keterkaitan paling rendah. Hal ini menunjukkan bahwa proses pelayanan yang efisien dan praktis ternyata lebih diutamakan oleh nasabah produk asuransi syariah dibandingkan dengan alasan yang bersifat emosional seperti faktor syariah.

---

Indonesia, where majority people live in are Moslem, is a strategic place for development of Islamic financial industries, such as sharia insurance. This condition places a high competition between sharia insurances regarding how to magnetize new costumers or to keep loyalty of existing costumers. A hard effort is needed to attract new costumers. However it is more difficult to keep loyalty of existing costumers. Therefore this research aims to scrutinize what is the factors affect loyalty of sharia insurance costumers.

By using statistic non-parametric method rank spearman correlation, this research generate results that show all independent variables tested, sharia, product, price, location, promotion, human resource, process, physic, marketing agent, and investor have positively significant correlation to customers loyalty as dependent variable. Moreover the research outcome puts process variable as the most significant factor to loyalty, whereas the sharia ranks the weakest factor. Hence the services that efficient and practice are the most important things than emotional factor for the costumers to keep use sharia insurance."

"Aplikasi Asuransi Digital muncul sebagai aplikasi yang berinteraksi dengan pelanggan perusahaan yang signifikan, berpotensi meningkatkan efisiensi layanan pelanggan sekaligus mengurangi biaya. Penelitian ini menerapkan kualitas layanan & kualitas layanan pemulihan dengan aplikasi asuransi digital untuk mengetahui pengalaman, kepuasan, dan loyalitas pelanggan terhadap aplikasi asuransi digital. Penelitian ini menggunakan variable efficiency, fulfilment, security, availability and compensation, responsiveness, contact sebagai kosntruk dari e-service quality dan e-recovery service quality yang kemudian diteliti pengaruhnya terhadap Customer Experience dan Customer Satisfaction.untuk mendorong Customer Loyalty. Analisis PLS-SEM dilakukan pada data yang diperoleh melalui kuesioner online yang disebar melalui jejaring sosial serta ikatan individu. Sebanyak 261 pengguna aplikasi asuransi digital menjadi responden dengan syarat bahwa mereka memiliki polis asuransi aktif dan telah menggunakan aplikasi asuransi digital untuk melakukan transaksi selama minimal 6 bulan terakhir. Hasil analisis menunjukkan bahwa faktor kualitas layanan dan kualitas layanan pemulihan berpengaruh positif terhadap pengalaman dan kepuasan pelanggan, yang pada gilirannya memengaruhi loyalitas pelanggan. Temuan ini membuka wawasan baru tentang bagaimana loyalitas pelanggan terbentuk dalam industri asuransi.

---

Digital Insurance Application is emerging as a significant corporate customer-facing application, potentially increasin customer service efficiency while reducing costs. This study applies service quality & recovery service quality with digital insurance applications to determine customer experience, satisfaction, and loyalty to digital insurance applications. This study uses the variables efficiency, fulfillment, security, availability and compensation, responsiveness, contact as constructs of e-service quality and e-recovery service quality which are then examined for their effect on customer experience and customer satisfaction to encourage customer loyalty. An analysis using PLS- SEM was performed on informasi obtained from online questionnaires distributed through social networks and personal connections. The study included 261 customers of a digital insurance application World Health Organization met specific criteria: having an active insurance policy and conducting transactions on the digital insurance platform for at least 6 months. The analysis results revealed that service quality and service recovery significantly influence customer experience and satisfaction, ultimately leading to a positive impact on customer loyalty. These findings provide valuable new insights into customer loyalty within the insurance industry."

"ABSTRAKTesis ini membahas mengenai pengaruh service quality ( technical andfunctional quality ), relationship satisfaction ( trust dan commitment ) terhadapsatisfaction ( kepuasaan ) dan loyalty ( loyalitas ) pada retailer provider kartu 3(Tri), Kepercayaan yang baik di mata konsumen dibutuhkan para provider untukmembangkitkan kepuasan pelanggan terhadap provider. Menurut Tjiptono (2005), kualitas pelayanan adalah tingkat keunggulan yang diharapkan danpengendalian atas tingkat keunggulan tersebut untuk memenuhi keinginanpelanggan. Penelitian ini dilakukan secara kualitatif yang dibangun berdasarkanpenelitian sebelumnya dari Ruben Chumpitaz Service quality, relationshipsatisfaction, trust, commitment and business –to- business loyalty (2006). Darihasil penelitian didapatkan adanya pengaruh antara service quality ( technicaland functional quality ), relationship satisfaction ( trust dan commitment )terhadap satisfaction ( kepuasaan ) dan loyalty ( loyalitas ). Diharapkan denganpenelitian ini provider Tri dapat terus meningkatkan customer satisfaction agardapat meningkatkan loyalty dari pelanggan.

---

ABSTRACTThis thesis highlights the importance of the effect of service quality (Technicaland Functional Quality), Relationship Quality (Trust and Commitment) ofSatisfaction and Loyalty of Tri’s Retailer. Every company needs to build believein order to get customer satisfaction. PT. Hutchison CP Telecommunications (Tri)has given the best to its customers. According to Tjiptono ( 2005), service qualityis the level of excellence expected and control over the level of excellence to meetthe customer. The research was conducted qualitatively based on previous studiesof Ruben Chumpitaz Service quality, relationship satisfaction, trust, commitmentand business-to-business loyalty (2006). From the results, there is influence ofservice quality (technical and functional quality), relationship satisfaction (trustand commitment) to the satisfaction and loyalty. Hopefully with this finding thatTri could improve customer satisfaction which makes the level of customer moreloyal to Tri."

"Penelitian ini bertujuan untuk menganalisis pengaruh green practice (GP) pada green store attachment (GSA) serta peran green store attachment dalam memprediksi green store (GSL) dan green product loyalty (GPL). Penelitian selanjutnya dilakukan untuk melihat apakah konsumen dengan dengan green consciousmess (GS) yang tinggi akan merespon lebih positif pada green practice dibandingkan dengan konsumen yang memiliki tingkat green consciousness yang rendah. Pengujian ini dilakukan menggunakan metode Structural Equation Modelling (SEM) menggunakan software LISREL 8.8. Hasil penelitian menunjukkan bahwa green practice memiliki pengaruh yang signifikan pada green store attachment, lalu GSA memiliki pengaruh positif terhadap green store loyalty, dan GSL secara signifikan berhubungan dengan product loyalty.Dengan melihat perbedaan tingkat green consciousness, terlihat bahwa konsumen dengan green consciousness tinggi lebih memahami green practice sehingga memperlihatkan green store attachment yang lebih kuat dibandingkan dengan konsumen yang green consciousnessnya rendah. ;This study examines the effects of green practices on green store attachment and the role of green store attachment in predicting loyalty to a green store and green products. This study further investigates whether consumers with a high degree of green consciousness respond more positively to green practices than consumers with low degree of green consciousness do. This research use Structural Equation Modelling (SEM) with LISREL 8.8.

---

This study examines the effects of green practices on green store attachment and the role of green store attachment in predicting loyalty to a green store and green products. This study further investigates whether consumers with a high degree of green consciousness respond more positively to green practices than consumers with low degree of green consciousness do. This research use Structural Equation Modelling (SEM) with LISREL 8.8.

The findings showed that green practices had a significant influence on consumer?s attachment to a store. In addition, consumer?s attachment to a store had a positive effect on store loyalty, and store loyalty was significantly associated with product loyalty. By seeing the difference of green consciousness? degree, it seems that highly green-consciousness consumer more aware to green practice and thus showing stronger store attachments than consumer with lower green-consciousness."

"ABSTRAKDalam persaingan bisnis yang semakin ketat dimana pelanggan kini dihadapkan dengan berbagai pilihan produk dan jasa di dalam suatu industri, maka menjadi semakin mudah untuk pelanggan berpindah ke perusahaan pesaing yang menawarkan produk sejeins dengan harga yang lebih kompetitif. Untuk mempertahankan pelanggan yang sudah ada, diperlukan sebuah strategi dimana yang dilakukan adalah dengan lebih mendekatkan pada hubungan dengan pelanggan.Penuliasn karya akhir ini membahas mengenai efektifitas Customer Relationship Management (CRM) yang dilakukan oleh PT. XYZ peruashaan penyedia jasa hygiene yang bertujuan untuk meingkatkan kualitas hubungan dengan pelanggan sehingga menghasilkan kepuasan pelanggannya.

---

ABSTRACTIn the tightness of the business competition customer are now faced with multiple choices of products and services in an industry, therefore it becomes much easier for customer to move to another competitor that offers the same products and services but with a much more compeititve price. In order to maintain the existing customers, there is need of a strategy that can create a bondness with the customers.This paper focuses on the effectivness of Customer Relationship Management that PT. XYZ a hygiene service company is trying to do to increase the relationship quality with the customers so it results in customer satisfaction."

"Skripsi ini membahas mengenai pengaruh dari physical environment dan diskonfirmasi terhadap kepuasan serta loyalitas konsumen pada new (first ? timers) customer dan repeat customer Starbucks Coffee dan Jakarta Coffee House. Penelitian ini merupakan penelitian kuantitatif dengan desain riset konklusif dan jenis riset deskriptif. Jumlah sampel dalam penelitian ini sebanyak 280 responden dengan teknik non-probability sampling dan pemilihan sampel secara convenience sampling. Sampel pada penelitian ini terbagi menjadi empat (4) kelompok responden. Untuk menguji hipotesis pada penelitian ini digunakan metode structural equation modelling analysis (SEM) dengan teknik pengolahan data menggunakan LISREL. Dalam penelitian ini ditunjukan bahwa diskonfirmasi memiliki pengaruh langsung pada kepuasan dan loyalitas konsumen serta kepuasan konsumen yang memiliki pengaruh positif terhadap loyalitas konsumen.

---

This thesis discuss about the influence of the physical environment and the disconfirmation of consumer loyalty and satisfaction on customer first-timers and repeat customer Starbucks Coffee and Jakarta Coffee House. This research is quantitative research with conclusive research designs and types of descriptive research. The number of samples in the study as many as 280 respondents with non-probability sampling techniques and the selection of samples by convenience sampling. The samples of this study will separate to four (4) groups of respondents. To test the hypothesis, this study used methods of structural equation modelling (SEM) analysis with the data processing techniques using LISREL. This study indicated that disconfirmation has a direct influence on consumer satisfaction and loyalty as well as consumer satisfaction that have a positive influence on consumer loyalty."

"Skripsi ini membahas mengenai pengaruh dari physical environment dan diskonfirmasi terhadap kepuasan serta loyalitas konsumen pada new (first timers) customer dan repeat customer Starbucks Coffee dan Jakarta Coffee House. Penelitian ini merupakan penelitian kuantitatif dengan desain riset konklusif dan jenis riset deskriptif. Jumlah sampel dalam penelitian ini sebanyak 280 responden dengan teknik non-probability sampling dan pemilihan sampel secara convenience sampling. Sampel pada penelitian ini terbagi menjadi empat (4) kelompok responden. Untuk menguji hipotesis pada penelitian ini digunakan metode structural equation modelling analysis (SEM) dengan teknik pengolahan data menggunakan LISREL. Dalam penelitian ini ditunjukan bahwa diskonfirmasi memiliki pengaruh langsung pada kepuasan dan loyalitas konsumen serta kepuasan konsumen yang memiliki pengaruh positif terhadap loyalitas konsumen.

---

This thesis discuss about the influence of the physical environment and the disconfirmation of consumer loyalty and satisfaction on customer first-timers and repeat customer Starbucks Coffee and Jakarta Coffee House. This research is quantitative research with conclusive research designs and types of descriptive research. The number of samples in the study as many as 280 respondents with non-probability sampling techniques and the selection of samples by convenience sampling. The samples of this study will separate to four (4) groups of respondents. To test the hypothesis, this study used methods of structural equation modelling (SEM) analysis with the data processing techniques using LISREL. This study indicated that disconfirmation has a direct influence on consumer satisfaction and loyalty as well as consumer satisfaction that have a positive influence on consumer loyalty."

"Tantangan untuk memperoleh kepuasan dan loyalitas pelanggan semakin besar di persaingan yang semakin kompetitif saat ini. Terutama pada sektor perbankan yang menawarkan produk yang relatif sama seperti sektor perbankan. Studi sebelumnya telah membuktikan bahwa inovasi layanan merupakan kebutuhan yang tidak dapat dihindari untuk kelangsungan hidup perusahaan dan sangat penting untuk mempengaruhi kepuasan dan loyalitas pelanggan dalam industri perbankan. Di sisi lain, model konseptual yang matang mengenai faktor yang mepengaruhi kepuasan dan loyalitas pelanggan sudah lebih dulu ditemukan dengan mempertimbangkan service quality sebagai antecedent. Penelitian ini bertujuan untuk mengembangkan dan memvalidasi model konseptual baru dari kepuasan dan loyalitas pelanggan di industri perbankan Indonesia dengan inovasi layanan dan konsep kualitas layanan sebagai anteseden, dengan juga dimensi kualitas layanan yang digunakan. Untuk memvalidasi model konseptual yang diusulkan, survei online dilakukan dan data dari 274 pelanggan bank ritel sampel di Indonesia digunakan. Analisis data menggunakan Structural Equation Modeling (SEM). Hasil SEM menunjukkan bahwa inovasi layanan berpengaruh positif terhadap kualitas layanan, kepuasan, dan loyalitas pelanggan, sedangkan service quality berpengaruh positif pada kepuasan pelanggan, namun tidak berpengaruh terhadap loyalitas pelanggan. Kemudian, kepuasan pelanggan berpengaruh positif terhadap loyalitas pelanggan. Studi ini memperkaya studi yang ada yang berfokus pada kepuasan dan loyalitas pelanggan dalam perbankan terutama dalam konteks negara berkembang.

---

Customer satisfaction and loyalty are more challenging to obtain in today increasingly competitive market including banking sector which offered relatively similar product. Earlier study has proven that service innovation is an inevitable necessity for firm's survival and is critical to influence the customer satisfaction and loyalty in banking industry. On the other hand, a well-developed conceptual model of satisfaction and loyalty in service industry has been established, considering service quality as the antecedent. This study is aimed to develop and validate a new conceptual model of customer satisfaction and loyalty in Indonesia banking industry with service innovation and service quality concept as the antecedent, with also employed service quality dimensions. In order to validate the proposed conceptual model, online survey was conducted and data from 274 sampled customers of retail bank in Indonesia was used. The data analysis employed Structural Equation Modeling (SEM). SEM results show that service innovation has positive effect to service quality, customer satisfaction and loyalty while service quality has positive impact on customer satisfaction, and customer satisfaction has positive impact on customer loyalty. However, the effect of service quality to customer loyalty was not supported. This study enriches existing study which focus on customer satisfaction and loyalty in banking especially in emerging country context. Moreover, this study provides additional knowledge with incorporating service innovation and service quality as antecedent of customer satisfaction and loyalty in banking industry."