Hasil Pencarian  ::  Simpan CSV :: Kembali

"Skripsi ini meneliti tentang pengaruh outcome quality, interaction quality dan peer-to-peer quality terhadap customer satisfaction dan customer loyalty pada industri kedai kopi. Dalam penelitian ini diambil responden dari dua sampel kedai kopi yang berbeda yaitu kedai kopi Florist dan kedai kopi Starbucks yang tersebar di seluruh pulau Jawa. Metode yang digunakan dalam penelitian ini adalah Structural Equation Model (SEM). Hasil dari penelitian ini membuktikan bahwa outcome quality dan interaction quality memiliki pengaruh terhadap customer loyalty yang dimediasi oleh customer satisfaction. Sementara peer-to-peer quality tidak memiliki pengaruh terhadap customer satisfaction namun memiliki pengaruh langsung terhadap customer loyalty.

---

This research is analyze about the effect of outcome quality, interaction quality and peer-to-peer quality on preference, customer satisfaction and customer loyalty in the coffee shops industry. In this study, respondents were drawn from two different samples of coffee shops, Florist coffee shops and Starbucks coffee shops spread across the Java Island. The method used in this research is Structural Equation Model (SEM). The results of this study prove the outcome quality and interaction quality has an influence on customer loyalty mediated by customer satisfaction. While peer-to-peer quality has no effect on customer satisfaction but has a direct influence on customer 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."

"ABSTRAKTingkat persaingan perbankan di Indonesia dalam meningkatkan service deliveryterlihat sangat ketat, setiap bank berupaya untuk menjadi nomor satu dalammemberikan layanan prima (service excellence) kepada nasabahnya. Disisi lainsaat ini nasabah semakin canggih (sophisticated) dan sangat menuntut(demanding), sehingga mereka tidak hanya mencari harga yang kompetitif danlayanan yang baik saja, namun mereka menginginkan experience yangmengesankan ketika berinteraksi dengan produk maupun layanan yang diberikan.Hal ini menyebabkan bank harus berpikir ulang mengenai dirinya agar dapatberkompetisi secara efektif dan mendiferensiasi dirinya di pasar denganmengetahui bagaimana nasabah mereka mengalami layanan yang mereka berikan.Disamping itu bank harus dapat memahami faktor-faktor yang mempengaruhicustomer experience dalam ber-bank (bank customer experience), komitmen sertaloyalitas mereka terhadap bank yang digunakan. Penelitian ini merujuk padakonseptual model customer experience dibangun oleh Vehoef et al (2009), modelini terdiri dari beberapa elemen yang membentuk customer experience, yaitusocial environment, service interface, atmosphere, price, brand, electronicchannel dan past experience. Penelitian dilakukan terhadap nasabah empat bankbesar di Jabodetabek dimana dalam 1 bulan terakhir melakukan interaksi/transaksiperbankan baik melalui walk-in channel atau e-channel, dari hasil penelitian inididapat bahwa faktor service quality menjadi faktor yang berkorelasi paling kuat,baik terhadap customer experience satisfaction maupun customer emotionsatisfaction, namun demikian tidak hanya service quality saja yang berkorelasiterhadap customer experience, terdapat faktor-faktor lain yang juga berkorelasiyaitu brand, bank atmosphere, environment influence dan e-channel serta pastexperience. Penelitian ini memberikan hasil bahwa customer experience memilikipengaruh kepada customer experience satisfaction demikian halnya dengancustomer emotion satisfaction. Dalam kaitannya dengan customer loyalty,keduanya memiliki pengaruh yang tidak jauh berbeda, hal ini menunjukkan bahwacustomer emotion satisfaction juga menjadi hal yang penting untuk diperhatikandalam menciptakan customer loyalty.

---

ABSTRACTBanking competition in improving service delivery in Indonesia looks very tight,each bank strives to be number one in providing excellent service (serviceexcellence) to its customers. On the other hand, currently customers become moresophisticated and demanding, so they are not just looking for the competitiveprice and good service, but they want a memorable experience when interactingwith the product or services provided. This led the bank to think again aboutthemselves in order to compete effectively and differentiate themselves in themarketplace by knowing how their customers experience to the service that theyprovide. In addition, the bank must be able to understand the factors that affect thecustomer experience when interacting with the bank (the bank customerexperience), their commitment and loyalty to the bank.This study refers to the conceptual model of customer experience from Vehoef etal (2009), the model is composed of several elements of the customer experience,the social environment, service interface, atmosphere, price, brand, electronicchannel and past experience. Research conducted on the four major bankcustomers in Greater Jakarta, where in the last one month interaction / transactionwith the bank either through walk-in channels or e-channel, the results of thisstudy found that the factor of service quality is the most strongly correlated toboth the customer experience satisfaction and customer emotion satisfaction,however, not only the service quality are correlated to the customer experience,there are other factors that also correlate i.e. the brand, the bank atmosphere,environment influence and e-channel as well as past experience. This studyprovides results that the customer experience has impact on customer experiencesatisfaction and customer emotion satisfaction. In terms of customer loyalty, bothcustomer experience satisfaction and customer emotion satisfaction have theeffect is not much different, it indicates that customer satisfaction emotion also beimportant to consider in creating customer loyalty"

"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."

"Tesis ini membahas mengenai pengaruh Experiential Marketing dan Service Quality yang diterapkan oleh Mujigae Resto Mall Kelapa Gading terhadap Customer Satisfaction dan Customer Loyalty. Penelitian ini merupakan penelitian deskriptif dengan teknik sampel non probability sampling. Berdasarkan data dari 240 responden, penelitian ini membuktikan adanya pengaruh positif signifikan antara Experiential Marketing terhadap Customer Satisfaction dan Customer Loyalty, Customer Satisfaction terhadap Customer Loyalty, serta Service Quality terhadap Customer Satisfaction.

---

This thesis discusses about the effect of Experiential Marketing and Service Quality which are applied by Mujigae Resto at Kelapa Gading Mall toward the Customer Satisfaction and Customer Loyalty. This research is descriptive research. Based on data from 240 respondents, this study proves the existence of a significant positive effect between Experiential Marketing on Customer Satisfaction and Customer Loyalty, Customer Satisfaction on Customer Loyaly, and Service Quality on Customer Satisfaction."

"Dewasa ini, jasa pesan antar makanan secara daring semakin berkembang dan banyak digunakan oleh masyarakat karena kepraktisan dan kemudahan yang ditawarkannya. Dalam hal ini, perusahaan harus dapat memberikan kualitas layanan belanja seluler yang maksimal untuk mendapatkan kepuasan dari pelanggan serta nantinya akan berdampak pada munculnya loyalitas dari pelanggan. Tujuan dari penelitian ini adalah untuk menganalisis pengaruh kualitas layanan belanja seluler dan kepuasan pelanggan terhadap loyalitas pelanggan pada pengguna Traveloka Eats Delivery di DKI Jakarta. Penelitian ini dilakukan dengan menyebarkan kuesioner daring kepada 180 responden yang merupakan pengguna Traveloka Eats Delivery, pernah melakukan setidaknya dua kali pembelian, dan berdomisili di DKI Jakarta. Pendekatan yang digunakan dalam penelitian ini adalah pendekatan kuantitatif serta pengumpulan data menggunakan metode survei dengan purposive sampling. Data dalam penelitian ini diolah dengan menggunakan analisis regresi linier sederhana dan berganda dengan software SPSS. Hasil penelitian ini menunjukkan bahwa kualitas layanan belanja seluler memiliki pengaruh yang signifikan terhadap kepuasan pelanggan dan loyalitas pelanggan. Disamping itu, hasil penelitian juga menunjukkan bahwa kepuasan pelanggan memiliki pengaruh yang signifikan terhadap loyalitas pelanggan pada pengguna Traveloka Eats Delivery di DKI Jakarta

---

Nowadays, online food delivery services business is growing and widely used by the society because of its practicality and convenience it offers. In this case, the company must be able to provide maximum of mobile shopping service quality to gain customer satisfaction and have an impact on the emergence of customer loyalty. The purpose of this study was to analyze the effect of mobile shopping service quality and customer satisfaction on customer loyalty on Traveloka Eats Delivery users in DKI Jakarta. This research was conducted by distributing online questionnaires to 180 respondents who are Traveloka Eats Delivery users, have made at least two purchases, and live in DKI Jakarta. The approach used in this study is a quantitative approach and data collection using survey method with purposive sampling. The data in this study were processed using simple and multiple regression analysis with SPSS. The results of this study indicate that the mobile shopping service quality had a significant impact on customer satisfaction and customer loyalty. In addition, the results of the study also indicate that customer satisfaction had a significant impact on customer loyalty on Traveloka Eats Delivery users in DKI Jakarta."

"Penelitian ini ditujukan untuk mengidentifikasi hubungan antara kualitas layanan dengan kepuasan nasabah, dan kesetiaan nasabah layanan cash management bank UOB Indonesia. Pengambilan sampel dilakukan terhadap nasabah perusahaan yang menggunakan layanan cash management. Kuesioner disusun untuk penelitian ini berdasarkan model Servqual yang mengidentifikasi pengaruh lima dimensi (tangibility, assurance responsibility, reliability, dan empathy) pada lingkungan bank terhadap kepuasan nasabah. Penelitian pendahuluan dilakukan untuk melakukan verifikasi kuesioner alat ukur yang telah disusun sebelumnya kepada nasabah melalui indepth interview.Perbaikan dan perubahan kuesioner dilakukan berdasarkan temuan dan masukan dari nasabah-nasabah tersebut.Hasil penelitian ini menunjukan bawah semua dimensi SERVQUAL memiliki pengaruh positif terhadap kepuasan nasabah..Reliability memiliki pengaruh paling besar dikuti oleh tangible, responsiveness, assurance dan empathy. Kepuasan nasabah juga didapatkan memiliki pengaruh positif terhadap kesetiaan nasabah.Penelitian ini juga menyarankan kedepannya agar dapat dilakukan penelitian yang sama yakni pengaruh kualitas layanan terhadap kepuasan dan kesetiaan nasabah atas masing-masing segmen nasabah yang mendapatkan layanan cash management secara terpisah.

---

The goal of this research is to identify interrelationship between service quality, customer satisfaction and customer loyalty in cash management service of Bank UOB Indonesia. Sampling was conducted to corporate customer of cash management service customer.

The questionnaire developed for this research was based on Servqual model that identified the influence of five dimensions (tangibility, assurance responsibility, reliability, and empathy) in banking environments on customer satisfaction. Prelimenary research was conducted to verify the questioannaire to customer through indepth interview. Revision and update of questionnaire was done based on the finding and customer inputs.

The research results indicate that all SERVQUAL dimensions have a positive influence to customer satisfaction. Reliability has the biggest influence to customer satisfaction followed by tangible, responsiveness, assurance and empathy. Customer satisfaction also found out has positive influence to customer loyalty.

This research also suggest for future research to conduct separate research on service quality influence to customer satisfaction and customer loyalty to every customer segement that served."

"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."

"Dalam satu dekade terakhir, pertumbuhan usaha kuliner di Indonesia sangat cepat. Warunk Upnormal muncul sebagai salah satu usaha yang tingkat pertumbuhannya sangat tinggi. Bagaimana Warunk Upnormal menjaga kualitas layanannya agar konsumen tetap merasa puas dan loyal? Penelitian ini meneliti pengaruh service quality, perceived value pada customer satisfaction dan loyalty yang dilakukan Warunk Upnormal di Jakarta. Menggunakan teknik non-probability sampling, kuesioner penelitian dibagikan kepada sebanyak 245 responden. Software yang digunakan untuk mengolah data adalah SPSS dan SmartPLS 3.0. Hasil menunjukkan bahwa service quality yang dilakukan oleh Warunk Upnormal berpengaruh postif terhadap customer satisfaction, dan customer satisfaction yang pada akhirnya memberikan pengaruh positif pada loyalitas pelanggan. Menarik untuk disikapi bahwa hasil dari variabel perceived value memperlemah hubungan antara service quality terhadap customer satisfaction. Implikasi manajerial dan saran untuk penelitian selanjutnya diberikan berdasarkan hasil penelitian yang dilakukan.

---

In the past decade, the growth of culinary businesses in Indonesia is very fast. Warunk Upnormal emerged as one of the businesses whose growth rates were very high. How does Warunk Upnormal maintain the quality of its services so that consumers remain satisfied and ultimately loyal? This study studies the effect of service quality, perceived value on customer satisfaction and loyalty by Warunk Upnormal in Jakarta. Using the non-probability sampling technique, questionnaire distributed to 245 respondents. This research was processed using SPSS and SmartPLS 3.0 tools. Realizing the quality of service performed by Warunk Upnormal determines positively to customer satisfaction, and customer satisfaction determines which eventually provide a positif impact toward customer loyalty. It is interesting to note here that the perceives value aparently weakning the relationship between service quality and customer satisfaction. Managerial implication and and suggestions for further research are given based on the research report."