1. The document discusses a study on the effect of service quality, product quality, and brand image on purchase decisions at PT. Pos Indonesia 61100 Gresik.
2. A survey was conducted of 96 consumers who use PT. Pos Indonesia's services. Multiple linear regression analysis was used to analyze the data.
3. The results of the analysis found that service quality, product quality, and brand image each had a positive and significant influence on purchase decisions. The three independent variables combined explained 55.3% of the variability in purchase decisions.
6. hapzi ali, et al., 2016, mercu buana univversity,iosr jbbHapzi Ali
Prof. Dr. Hapzi Ali, CMA
Universitas Mercu Buana (Mercu Buana University), Jakarta Indonesia
Bidang Ilmu: Marketing & Business Management, Research Method, MIS, Good Corporate Governance
www.mercubuana.ac.id.
email: hapzi.ali@gmail.com, hapzi.ali@mercubuana.ac.id
The purpose of this study is to find out how service quality, brand image, and product quality
affect customer loyalty through customer satisfaction. This study is a census-based study, the object of research
used in this study were 100 respondents
Effect Of Quality Services On Customer Satisfaction And Loyalty (Theoritical...inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Analysis of the Influence of Service Quality Dimensions on Patient Satisfacti...AJHSSR Journal
ABSTRACT : The main purpose of this research is to know the impact dimensions of service quality
(tangibles, reliability, responsiveness, assurance, and empathy) against patient's satisfaction. This research uses
224 respondents who were chosen according to some specified criteria in the patient room of Bhayangkara
Bondowoso Hospital. This is descriptive, comparative, and associative research. Data collection method use
questionnaire. The result by t test with the help of SPSS 26 software shows that the score is sig. 2 tailed variable
tangibles 0.000 <0.05, variable reliability 0.000 <0.05, variable responsiveness 0.000 <0.05, variable assurance
0.000 > 0.05, variable empathy 0.000 <0.05. This t test shows that each variable tangibles, reliability,
responsiveness, assurance, and empathy make an impact against patient's satisfaction. The result of the F test
with the help of SPSS 26 software shows a significant score of 0.000 <0.05. This F test shows that all of the
variable tangibles, reliability, responsiveness, assurance, and empathy make an impact simultaneously against
elderly patient satisfaction.
KEYWORDS: Service, Satisfaction, Elderly
The Effect Service Quality to Customer Satisfaction and Customer Loyalty of A...IOSR Journals
Customer Loyalty is important for cultivated by the company, therefore the aim of this study to prove
how the effect of Service Quality and Customer Satisfaction in enhancing Customer Loyalty. Samples were
service users Railway Transport Argo Bromo Anggrek Jakarta Surabaya by using purposive side. Sample size of
300 respondents. Data analysis using Structural Equation Model (SEM). The results showed that Services
Quality significantly influence to customer satisfaction. Customer Satisfaction significant effect on Customer
Loyalty. Service Quality is not yet significant effect on Customer Loyalty, so that Customer Satisfaction is a
mediator of the relationship Service Quality on Customer Loyalty to PT Argo Bromo Anggrek Train Jakarta-
Surabaya. The implications that Customer Satisfaction is capable of mediating the quality of care in improving
Customer Loyalty.
Chỉ số hài lòng của khách hàng (Customer Satisfaction Index – CSI) - Cơ sở lý...Jackie Nguyen
Việc thỏa mãn khách hàng trở thành một tài sản quý giá của doanh nghiệp trong nỗ lực nâng cao chất lượng dịch vụ; xây dựng lòng trung thành với khách hàng; khẳng định thương hiệu; nâng cao năng lực cạnh tranh của doanh nghiệp.
Sự hài lòng của khách hàng là một chủ đề phổ biến trong thực hành tiếp thị và nghiên cứu học thuật từ nghiên cứu ban đầu của Cardozo (1965) về nỗ lực, sự mong đợi và sự hài lòng của khách hàng.
Giese và Cote, 2000 - Tiếp tục nghiên cứu và có nhiều nỗ lực để đo lường và giải thích sự hài lòng của khách hàng, nhưng vẫn chưa nhận được nhiều sự đồng thuận về định nghĩa của nó.
Gundersen, Heide và Olsson, 1996 - Sự hài lòng của khách hàng thường được định nghĩa là một tiêu chuẩn đánh giá tiêu thụ bài viết liên quan đến một sản phẩm hoặc dịch vụ cụ thể.
Oliver, 1980 - Đây là kết quả của quá trình đánh giá tương phản với kỳ vọng mua trước với nhận thức về hiệu suất trong và sau trải nghiệm tiêu thụ (Oliver, 1980).v.v...
Để có được lý thuyết và mô hình chuẩn ứng dụng như hôm nay, đã trải qua rất nhiều thử nghiệp, nghiên cứu trên thế giới.
---
THANHPHAT TECHNOLOGY LTD | SMARTRETAIL
Hotline/ Zalo: (+84) 935 888 489
Email: sales@SmartRetail.vn
https://smartretail.vn/
https://smartretail.com.vn/
Effect of customer value and quality of service on customer satisfaction (cas...Iwan Kurniawan Subagja
The need for transportation services increases due to the heavy traffic in Jakarta. Efficient transport services to congestion in
Jakarta, motorcycle taxi services online such as GO-JEK. This triggers every transportation company to increase customer value
and good service quality to get customer satisfaction in the field of transportation services.
This study aims to describe customer value and service quality to customer satisfaction with descriptive statistic analysis. The
study was conducted to 110 GO-JEK consumers in Jakarta. The sampling technique used was accidental sampling with analysis
tools SPPS 22.
The results show that customer value and service quality give impact to GO-JEK customer satisfaction in Jakarta.
6. hapzi ali, et al., 2016, mercu buana univversity,iosr jbbHapzi Ali
Prof. Dr. Hapzi Ali, CMA
Universitas Mercu Buana (Mercu Buana University), Jakarta Indonesia
Bidang Ilmu: Marketing & Business Management, Research Method, MIS, Good Corporate Governance
www.mercubuana.ac.id.
email: hapzi.ali@gmail.com, hapzi.ali@mercubuana.ac.id
The purpose of this study is to find out how service quality, brand image, and product quality
affect customer loyalty through customer satisfaction. This study is a census-based study, the object of research
used in this study were 100 respondents
Effect Of Quality Services On Customer Satisfaction And Loyalty (Theoritical...inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Analysis of the Influence of Service Quality Dimensions on Patient Satisfacti...AJHSSR Journal
ABSTRACT : The main purpose of this research is to know the impact dimensions of service quality
(tangibles, reliability, responsiveness, assurance, and empathy) against patient's satisfaction. This research uses
224 respondents who were chosen according to some specified criteria in the patient room of Bhayangkara
Bondowoso Hospital. This is descriptive, comparative, and associative research. Data collection method use
questionnaire. The result by t test with the help of SPSS 26 software shows that the score is sig. 2 tailed variable
tangibles 0.000 <0.05, variable reliability 0.000 <0.05, variable responsiveness 0.000 <0.05, variable assurance
0.000 > 0.05, variable empathy 0.000 <0.05. This t test shows that each variable tangibles, reliability,
responsiveness, assurance, and empathy make an impact against patient's satisfaction. The result of the F test
with the help of SPSS 26 software shows a significant score of 0.000 <0.05. This F test shows that all of the
variable tangibles, reliability, responsiveness, assurance, and empathy make an impact simultaneously against
elderly patient satisfaction.
KEYWORDS: Service, Satisfaction, Elderly
The Effect Service Quality to Customer Satisfaction and Customer Loyalty of A...IOSR Journals
Customer Loyalty is important for cultivated by the company, therefore the aim of this study to prove
how the effect of Service Quality and Customer Satisfaction in enhancing Customer Loyalty. Samples were
service users Railway Transport Argo Bromo Anggrek Jakarta Surabaya by using purposive side. Sample size of
300 respondents. Data analysis using Structural Equation Model (SEM). The results showed that Services
Quality significantly influence to customer satisfaction. Customer Satisfaction significant effect on Customer
Loyalty. Service Quality is not yet significant effect on Customer Loyalty, so that Customer Satisfaction is a
mediator of the relationship Service Quality on Customer Loyalty to PT Argo Bromo Anggrek Train Jakarta-
Surabaya. The implications that Customer Satisfaction is capable of mediating the quality of care in improving
Customer Loyalty.
Chỉ số hài lòng của khách hàng (Customer Satisfaction Index – CSI) - Cơ sở lý...Jackie Nguyen
Việc thỏa mãn khách hàng trở thành một tài sản quý giá của doanh nghiệp trong nỗ lực nâng cao chất lượng dịch vụ; xây dựng lòng trung thành với khách hàng; khẳng định thương hiệu; nâng cao năng lực cạnh tranh của doanh nghiệp.
Sự hài lòng của khách hàng là một chủ đề phổ biến trong thực hành tiếp thị và nghiên cứu học thuật từ nghiên cứu ban đầu của Cardozo (1965) về nỗ lực, sự mong đợi và sự hài lòng của khách hàng.
Giese và Cote, 2000 - Tiếp tục nghiên cứu và có nhiều nỗ lực để đo lường và giải thích sự hài lòng của khách hàng, nhưng vẫn chưa nhận được nhiều sự đồng thuận về định nghĩa của nó.
Gundersen, Heide và Olsson, 1996 - Sự hài lòng của khách hàng thường được định nghĩa là một tiêu chuẩn đánh giá tiêu thụ bài viết liên quan đến một sản phẩm hoặc dịch vụ cụ thể.
Oliver, 1980 - Đây là kết quả của quá trình đánh giá tương phản với kỳ vọng mua trước với nhận thức về hiệu suất trong và sau trải nghiệm tiêu thụ (Oliver, 1980).v.v...
Để có được lý thuyết và mô hình chuẩn ứng dụng như hôm nay, đã trải qua rất nhiều thử nghiệp, nghiên cứu trên thế giới.
---
THANHPHAT TECHNOLOGY LTD | SMARTRETAIL
Hotline/ Zalo: (+84) 935 888 489
Email: sales@SmartRetail.vn
https://smartretail.vn/
https://smartretail.com.vn/
Effect of customer value and quality of service on customer satisfaction (cas...Iwan Kurniawan Subagja
The need for transportation services increases due to the heavy traffic in Jakarta. Efficient transport services to congestion in
Jakarta, motorcycle taxi services online such as GO-JEK. This triggers every transportation company to increase customer value
and good service quality to get customer satisfaction in the field of transportation services.
This study aims to describe customer value and service quality to customer satisfaction with descriptive statistic analysis. The
study was conducted to 110 GO-JEK consumers in Jakarta. The sampling technique used was accidental sampling with analysis
tools SPPS 22.
The results show that customer value and service quality give impact to GO-JEK customer satisfaction in Jakarta.
This study aims to examine and analyze the influence of Product Quality, Place, Service Quality and
Promotion partially and or together on customer purchase decisions related to choosing regular savings and
business savings at Bank Mandiri, Gading Serpong, Tangerang Selatan. Research data is obtained by
conducting a survey of customers
7. hapzi ali, et al., 2016, mercu buana univversity,ijer scopusHapzi Ali
Prof. Dr. Hapzi Ali, CMA
Universitas Mercu Buana (Mercu Buana University), Jakarta Indonesia
Bidang Ilmu: Marketing & Business Management, Research Method, MIS, Good Corporate Governance
www.mercubuana.ac.id.
email: hapzi.ali@gmail.com, hapzi.ali@mercubuana.ac.id
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...Waqas Tariq
The purpose of this article is to find out the customer perceptions and expectations regarding service qualities in the Govt. owned commercial banks of Bangladesh. The average experience with the bank of customer is between 5 to 9 years that indicate their capability to understand and evaluate the services of the bank. From the descriptive analysis we found that almost all the customers are dissatisfied with the perception level in all dimensions of service quality. But from the mentioned service dimensions resulting in expectations are Assurance (mean score 3.56) and Responsiveness (mean score 3.68), that the customers expect more service standards from the bank which indicate more courtesy, ability of employees inspire trust & confidence of the customer and their willingness to help & provide prompt services. Customers want little bit moderation in Empathy (mean score 3.44), that they need few more in caring and individualized attention from the bank. On the basis of age group, almost all the age group is dissatisfied with the services that are currently served by the bank. In Expectation level, the young age group of 20-29 years and 30-39 years expect more service standards than from other age group. Paired sample test shows a significant difference between customer perceptions and the customer expectations regarding Assurance, Empathy, Tangibility and Responsiveness but no significant difference in Reliability.
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online
Impact of Gender on Customer Satisfaction for Service Quality: A Case Study o...deshwal852
Satisfaction of customers is an integral part for the success of the business. Customer satisfaction is based on perceived service quality. Service quality is a comparison of expectations with performance. Customer satisfaction is based on perceived service quality. Service quality is a crucial factor for the triumph of the business firm. This study is an attempt to examine the impact of gender on satisfaction level of customers
for service quality in hyper stores. All the relevant data has been collected through a sample survey of 70 customers purchasing goods from hyper stores in South West Delhi. Sample was drawn by convenient sampling. Retail Service Quality Scale was used as measurement instrument. It was developed by Dabholkar, Thrope and Rentz (1996). Likert’s five point scale was used to rate all the variables. A survey
was conducted to verify the hypothesis and research framework. Statistical techniques such as mean,
standard deviation and t- test were used. Major Findings exhibit that there is no significant difference between male and female customers for different variables of service quality in hyper stores.
The Effects of Customer Expectation and Perceived Service Quality on Customer...Samaan Al-Msallam
ABSTRACT : The effect of the antecedents of satisfaction on customer satisfaction is an issue still under debate in the academic literature. Thus, the primary goal of this article is to analyze the relationship between two of the most important antecedents of customer satisfaction ( namely customer expectation and perceived service quality ) and customer satisfaction . Data were collected through a survey, including samples of 250 customers from the 5 Banks in Damascus, Syria . Spss is used to test the hypotheses. The finding show that customer expectation and perceived service quality have a positive effect on customer satisfaction . Bank managers must know how improvement in service quality influences customer satisfaction and what expectation levels they might consider to increase consumer satisfaction which ultimately retains valued customers. KEYWORDS : Customer Expectation , Perceived Service Quality, Customer Satisfaction.
The Effects of Customer Expectation and Perceived Service Quality on Custome...inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
The aim of this paper is to measure the influences of location, price and service quality on a
house purchase decisions by measure whether location, price and service quality have significantly influence on
purchase decision. This paper uses SPSS (Statistical Product and Service Solutions)
The Gap of Hospital Service Performance By Using Service Quality Analysisiosrjce
IOSR Journal of Computer Engineering (IOSR-JCE) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of computer engineering and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications in computer technology. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
Effect of Product Quality, Service Quality, on Brand Loyalty through Brand Tr...YogeshIJTSRD
The wood industry in Indonesia have potential, with a variety of trees making Indonesia one of the countries with the best wood production, that makes tight competition in wood industry and make companies must to maintain product quality and service quality to ensure that consumers more loyal to the companies products. This research is developed to discover and describe the effect of product quality and service quality on brand trust and brand loyalty to UD. Rimba Makmur Abadi Kalimantan wood consumers in Surabaya. The analytical data technique that is used during this research is SEM Structural Equation Modeling and it also used LISREL program. This research collect the data from 150 respondents as a sample who had purchased Kalimantan wood at UD. Rimba Makmur Abadi minimum 1 time for at least 1 year, settled in the city of Surabaya and at least 17 65 years. The conclusion is that it is proven that there are effect of positive and significant product quality and service quality on brand loyalty through brand trustonUD. Rimba Makmur Abadi Kalimantan sawn timber in Surabaya. The advice given in this study are to improve and maintain quality, both in product quality and service quality, so that consumer had trust and more loyal to UD. Rimba Makmur Abadi products. Gian Gondo Tjiputra | Bernardus Aris Ferdinan "Effect of Product Quality, Service Quality, on Brand Loyalty through Brand Trust on Kalimantan Sawn Timber UD. Rimba Makmur Abadi in Surabaya" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-4 , June 2021, URL: https://www.ijtsrd.compapers/ijtsrd41196.pdf Paper URL: https://www.ijtsrd.commanagement/marketing/41196/effect-of-product-quality-service-quality-on-brand-loyalty-through-brand-trust-on-kalimantan-sawn-timber-ud-rimba-makmur-abadi-in-surabaya/gian-gondo-tjiputra
The Mediating Role of Customer Satisfaction and Customer Trust in the Relatio...AJHSSR Journal
ABSTRACT: This study aims to examine the effect of product quality on customer loyalty mediated by
customer satisfaction and customer trust. This research is a quantitative research with a case study in the
company CV. JMF Sidoarjo, Indonesia by distributing questionnaires to 109 customers. Data is processed using
Structural Equation Modeling with Smart PLS 3 program. The results showed that product quality had a
significant direct effect on customer satisfaction, trust and loyalty. Product quality has no significant effect on
customer satisfaction and trust. Likewise, customer satisfaction and trust cannot mediate the relationship
between product quality and customer loyalty. All relationships point in a positive direction.This work helps the
product manufacturing business better understand consumer behavior, demands, and preferences, which can
boost consumer satisfaction, trust, and loyalty. This study adds to the body of knowledge on the causes of
consumer loyalty.
KEYWORDS : Customer, loyalty, quality, satisfaction, trust
This study aims to examine and analyze the influence of Product Quality, Place, Service Quality and
Promotion partially and or together on customer purchase decisions related to choosing regular savings and
business savings at Bank Mandiri, Gading Serpong, Tangerang Selatan. Research data is obtained by
conducting a survey of customers
7. hapzi ali, et al., 2016, mercu buana univversity,ijer scopusHapzi Ali
Prof. Dr. Hapzi Ali, CMA
Universitas Mercu Buana (Mercu Buana University), Jakarta Indonesia
Bidang Ilmu: Marketing & Business Management, Research Method, MIS, Good Corporate Governance
www.mercubuana.ac.id.
email: hapzi.ali@gmail.com, hapzi.ali@mercubuana.ac.id
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...Waqas Tariq
The purpose of this article is to find out the customer perceptions and expectations regarding service qualities in the Govt. owned commercial banks of Bangladesh. The average experience with the bank of customer is between 5 to 9 years that indicate their capability to understand and evaluate the services of the bank. From the descriptive analysis we found that almost all the customers are dissatisfied with the perception level in all dimensions of service quality. But from the mentioned service dimensions resulting in expectations are Assurance (mean score 3.56) and Responsiveness (mean score 3.68), that the customers expect more service standards from the bank which indicate more courtesy, ability of employees inspire trust & confidence of the customer and their willingness to help & provide prompt services. Customers want little bit moderation in Empathy (mean score 3.44), that they need few more in caring and individualized attention from the bank. On the basis of age group, almost all the age group is dissatisfied with the services that are currently served by the bank. In Expectation level, the young age group of 20-29 years and 30-39 years expect more service standards than from other age group. Paired sample test shows a significant difference between customer perceptions and the customer expectations regarding Assurance, Empathy, Tangibility and Responsiveness but no significant difference in Reliability.
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online
Impact of Gender on Customer Satisfaction for Service Quality: A Case Study o...deshwal852
Satisfaction of customers is an integral part for the success of the business. Customer satisfaction is based on perceived service quality. Service quality is a comparison of expectations with performance. Customer satisfaction is based on perceived service quality. Service quality is a crucial factor for the triumph of the business firm. This study is an attempt to examine the impact of gender on satisfaction level of customers
for service quality in hyper stores. All the relevant data has been collected through a sample survey of 70 customers purchasing goods from hyper stores in South West Delhi. Sample was drawn by convenient sampling. Retail Service Quality Scale was used as measurement instrument. It was developed by Dabholkar, Thrope and Rentz (1996). Likert’s five point scale was used to rate all the variables. A survey
was conducted to verify the hypothesis and research framework. Statistical techniques such as mean,
standard deviation and t- test were used. Major Findings exhibit that there is no significant difference between male and female customers for different variables of service quality in hyper stores.
The Effects of Customer Expectation and Perceived Service Quality on Customer...Samaan Al-Msallam
ABSTRACT : The effect of the antecedents of satisfaction on customer satisfaction is an issue still under debate in the academic literature. Thus, the primary goal of this article is to analyze the relationship between two of the most important antecedents of customer satisfaction ( namely customer expectation and perceived service quality ) and customer satisfaction . Data were collected through a survey, including samples of 250 customers from the 5 Banks in Damascus, Syria . Spss is used to test the hypotheses. The finding show that customer expectation and perceived service quality have a positive effect on customer satisfaction . Bank managers must know how improvement in service quality influences customer satisfaction and what expectation levels they might consider to increase consumer satisfaction which ultimately retains valued customers. KEYWORDS : Customer Expectation , Perceived Service Quality, Customer Satisfaction.
The Effects of Customer Expectation and Perceived Service Quality on Custome...inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
The aim of this paper is to measure the influences of location, price and service quality on a
house purchase decisions by measure whether location, price and service quality have significantly influence on
purchase decision. This paper uses SPSS (Statistical Product and Service Solutions)
The Gap of Hospital Service Performance By Using Service Quality Analysisiosrjce
IOSR Journal of Computer Engineering (IOSR-JCE) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of computer engineering and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications in computer technology. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
Effect of Product Quality, Service Quality, on Brand Loyalty through Brand Tr...YogeshIJTSRD
The wood industry in Indonesia have potential, with a variety of trees making Indonesia one of the countries with the best wood production, that makes tight competition in wood industry and make companies must to maintain product quality and service quality to ensure that consumers more loyal to the companies products. This research is developed to discover and describe the effect of product quality and service quality on brand trust and brand loyalty to UD. Rimba Makmur Abadi Kalimantan wood consumers in Surabaya. The analytical data technique that is used during this research is SEM Structural Equation Modeling and it also used LISREL program. This research collect the data from 150 respondents as a sample who had purchased Kalimantan wood at UD. Rimba Makmur Abadi minimum 1 time for at least 1 year, settled in the city of Surabaya and at least 17 65 years. The conclusion is that it is proven that there are effect of positive and significant product quality and service quality on brand loyalty through brand trustonUD. Rimba Makmur Abadi Kalimantan sawn timber in Surabaya. The advice given in this study are to improve and maintain quality, both in product quality and service quality, so that consumer had trust and more loyal to UD. Rimba Makmur Abadi products. Gian Gondo Tjiputra | Bernardus Aris Ferdinan "Effect of Product Quality, Service Quality, on Brand Loyalty through Brand Trust on Kalimantan Sawn Timber UD. Rimba Makmur Abadi in Surabaya" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-4 , June 2021, URL: https://www.ijtsrd.compapers/ijtsrd41196.pdf Paper URL: https://www.ijtsrd.commanagement/marketing/41196/effect-of-product-quality-service-quality-on-brand-loyalty-through-brand-trust-on-kalimantan-sawn-timber-ud-rimba-makmur-abadi-in-surabaya/gian-gondo-tjiputra
The Mediating Role of Customer Satisfaction and Customer Trust in the Relatio...AJHSSR Journal
ABSTRACT: This study aims to examine the effect of product quality on customer loyalty mediated by
customer satisfaction and customer trust. This research is a quantitative research with a case study in the
company CV. JMF Sidoarjo, Indonesia by distributing questionnaires to 109 customers. Data is processed using
Structural Equation Modeling with Smart PLS 3 program. The results showed that product quality had a
significant direct effect on customer satisfaction, trust and loyalty. Product quality has no significant effect on
customer satisfaction and trust. Likewise, customer satisfaction and trust cannot mediate the relationship
between product quality and customer loyalty. All relationships point in a positive direction.This work helps the
product manufacturing business better understand consumer behavior, demands, and preferences, which can
boost consumer satisfaction, trust, and loyalty. This study adds to the body of knowledge on the causes of
consumer loyalty.
KEYWORDS : Customer, loyalty, quality, satisfaction, trust
How to Make a Field invisible in Odoo 17Celine George
It is possible to hide or invisible some fields in odoo. Commonly using “invisible” attribute in the field definition to invisible the fields. This slide will show how to make a field invisible in odoo 17.
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1. Indonesian Vocational Research Journal Volume 1 No 1 2021
Received November 2021 / Revised November 2021 / Accepted Desember 2021
Indonesia Vocational Research Journal
ivrj@umg.ac.id
Effect of Service Quality, Product Quality and Brand Image on Purchase
Decisions in Pt. POS Indonesia 61100 Gresik
Ilham Amani Nurfi11, Moh Agung Surianto 2,
1Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah Gresik
2Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah Gresik
Abstract. The background of this study is that many students have not met the Standards of
Grades. Then the purpose of this study was to determine the effect of parents' attention,
learning motivation and discipline on student achievement in SMAN 3 Lamongan. The sample
using proportionate stratified random sampling method is a sampling technique that is carried
out if the traits or elements in the population are not homogeneous and stratified less or
disproportionately while measuring data using the Likert scale. Technical analysis uses the
instrument test (validity test and reliability test) to test the quality and consistency of the
measuring instrument, the model test / classical assumption test (normality test,
multicollinearity test and heterokedasticity test). The results of the study stated that Parental
Attention, Learning Motivation and Discipline had a positive and significant effect on Student
Achievement in SMAN 3 Lamngan Students.
Keywords: Parental Attention, Learning Motivation, Discipline and Student Learning
Achievement
1. Introduction
In the era of globalization, the business market requires every company to always try to improve the
quality of its products, this also applies to companies running in the field of logistics delivery,
therefore one of the efforts that must be made by a company is to continue to improve customer
satisfaction in order to be able to compete. with other logistics delivery services. Consumer
purchasing decisions are the process of formulating various alternative actions in order to make a
choice on one particular alternative for consumers (Visser, Gattol, and Van Der Helm, 2015; 10).
According to Kotler and Armstrong (2012:157) that purchasing decisions refer to the final buying
behavior of consumers, both individuals and households who buy goods and services for personal
consumption. According to Tjiptono (2010:71) service quality is to define the level of excellence
expected and control over the level of excellence to meet customer desires to make purchases. Kotler
and Keller (2009:143) state that product quality is the totality of characteristic features of a product
or service that depend on its ability to satisfy stated or implied needs. Product quality on the
purchasing decision process is closely related.
2. Literature Review
2.1. Service quality
According to Tjiptono (2014: 268) said that service quality is a measure of how
well the level of service provided is able to meet customer expectations. Good service
is one of the conditions for the success of a product in the company. According to
Rambat Lupiyoadi (2013:262) that service plays an important role in achieving
1
Corresponding author’s email: name@email.com, Tel.: +00-00-000000; fax: +00-00-000000
doi: 10.14716/.v0i0.0000
2. customer satisfaction. In addition, service recovery proves how committed the service
provider is to customer satisfaction and service quality. Indicators that affect service
quality. According to Rambat Lupiyoadi (2013:234-235), to evaluate the quality of
customer service generally use five dimensions, namely:
a. Tangibles / Tangibles
b. Reliability / Reliability.
c. Responsiveness / Responsiveness.
d. Assurance / Guarantee.
e. Empathy / Empathy.
2.2. Product quality
According to Kotler & Keller (2009; 143) product quality is the totality of features
and characteristics of a product or service that depend on its ability to satisfy stated or
implied needs. This is clearly a customer-centered definition, quality when the product
or service meets or exceeds customer expectations. According to Tjiptono (2008:25)
the product quality variable is shaped by five indicators, namely:
a. Performance (Performance) Durability (Durability)
b. Perceived Quality
c. Conformance to specifications (Conformance to Specifications)
2.3. Brand Image
For consumers, the brand impression attached to a product is called brand image.
Brand Image or brand image is a set of brand associations that are formed and
embedded in the minds of consumers who are accustomed to using certain brands tend
to have consistency with Brand Image (Rangkuti, 2008: 244-245). According to Kotler
and Keller (2009:276). Brand image is the perception and belief made by consumers,
as reflected in the associations that occur in the memory of consumers. Based on the
understanding of brand image above, it can be concluded that brand image is formed
from perceptions that have long been in the minds of consumers. According to Kotler
and Keller (2008:56) that measuring brand image can be done based on aspects of a
brand, namely:
a. Strength
b. Uniqueness (Uniqueness)
c. Advantages (Favourable)
2.4. Buying decision
Purchasing decisions are a process where consumers recognize the problem, seek
information about a particular product or brand and evaluate how well each
alternative can solve the problem, which leads to a purchase decision (Tjiptono
2014:21). According to Kotler and Keller (2012; 227) that the purchase decision is a
process in which consumers pass through five stages, namely problem recognition,
information search, evaluation of alternatives, purchase decisions and post-purchase
behavior. The purchase decision in a business is something that producers are waiting
for, which can arise from an emotional impulse from within or the influence of others.
There are four methods used in measuring consumer purchasing decisions according
to Kotler and Armstrong (2014:159-174), namely:
a. Cultural Factors (Cultural)
b. Social factors (Social)
c. Personal Factors (Personal)
d. Psychological factors (Psychological)
2.5. Hypothesis
3. Based on previous studies and the rationalization of the relationship between
variables in this study, the hypothesis proposed in this study is as follows:
a. H1 : Service Quality (X1) partially influences the Purchase Decision (Y) at PT. Pos
Indonesia 61100 Gresik.
b. H2 : Product Quality (X2) partially influences the Purchase Decision (Y) at PT. Pos
Indonesia 61100 Gresik.
c. H3 : Brand Image (X3) partially influences the Purchase Decision (Y) at PT. Pos
Indonesia 61100 Gresik.
3. Methods
3.1. Population and Sample
According to Sugiyono (2012: 115), population is a generalization area consisting of objects/subjects
that have certain qualities and characteristics determined by researchers to be studied and then drawn
conclusions. The population in this study are consumers who use postal services 61100 Gresik
Branch. The sample according to Sugiyono (2016: 300) is part of the number and characteristics
possessed by the population. This study took a sample of consumers using the services of PT. Pos
Indonesia 61100 Gresik. Sampling is using non-probability sampling totaling 96 respondents.
3.2. Analysis and discussion of the results of multiple linear regression analysis
Multiple linear regression analysis was used to determine the extent of the influence of the
independent variable (X) on the dependent variable (Y). This method relates one dependent variable
to many independent variables. In this study, the dependent variable is the purchase decision. while
the independent variables are service quality, product quality, brand image. The buying decision
relationship model with its independent variables is arranged in a standardized function or equation
as follows:
Coefficientsa
Model
Unstandardized Coefficients
Standardized
Coefficients
t Sig.
Collinearity Statistics
B Std. Error Beta Tolerance VIF
1 (Constant) .703 1.378 .510 .611
X1 .240 .064 .273 3.723 .000 .877 1.141
X2 .218 .060 .280 3.630 .000 .793 1.261
X3 .477 .081 .448 5.909 .000 .818 1.222
a. Dependent :Variable: Y
Tabel 1. Regression Equation
Y=a+b1X1+b2X2+ b3X3+e
Based on the table, the linear regression equation can be obtained as follows:
Y = 0.703+ 0.240X1 + 0.218X2+ 0.477X3+e
1. The constant value of 0.703 indicates if Service Quality (X1), Product Quality (X2), and
Brand Image (X3), are worth 0, then the Purchase Decision (Y) is 0.703 This means that
without or before the variable if Service Quality ( X1), Product Quality (X2), and Brand
Image (X3), within the company the magnitude of the purchase decision (Y) is 0.703.
2. If Service Quality (X1) changes by one unit value, then Y will change by 0.240 units.
Assuming Product Quality (X2) and Brand Image (X3) remain.
3. If Product Quality (X2) changes by one unit value, then Y will change by 0.218 units.
Assuming Service Quality Perception (X1) and Brand Image (X3) remain.
4. 4. If the Brand Image (X3) changes by one unit value, then Y will change by 0.477 unit
value with the assumption that Service Quality Perception (X1) and Product Quality (X2)
remain.
3.3. Coefficient of Determination ( R2 ) and Coefficient of Multiple Correlation
The correlation coefficient (R) is used to determine the relationship between the independent
variable (X) to the dependent variable (Y) together. The coefficient of determination (R2)
essentially measures how far the model's ability to explain variations in independent
variables is. The coefficient of determination (R2) can be seen in the following table:
Tabel 2. Koefisien Determinasi (𝑅2
)
Model Summary
Model R R Square
Adjusted R
Square
Std. Error of the
Estimate Durbin-Watson
1 .753a
.567 .553 1.461 1.982
1. Based on the data above, the value of Adjusted R Square = 0.553 can be said that the
change in the dependent variable purchasing decision (Y) of 55.3% is caused by the
variables of Service Quality Perception (X1), Product Quality (X2), and Brand Image
(X3 ) while the rest can be explained by other factors outside these variables.
2. Based on the data above, the value of R Square = 0.567 means that changes in the
dependent variable of purchasing decisions (Y) can be explained by changes in the
variables of Service Quality (X1), Product Quality (X2), and Brand Image (X3) of 56.7%
while the rest can be explained by other factors outside these variables.
3. R = 0.753 means that the relationship between the independent variables (X) together
with the variable (Y) is 75.3%.
3.4. Hypothesis testing t test
This test is used to test how far one independent variable (independent) individually explains
the variation of the dependent variable (dependent). Hypothesis testing in this study was
carried out in several stages, including:
Table 3. Results of Partial Coefficient Test Analysis (t-test)
Model
Unstandardized
Coefficients
Standardized
Coefficients
t Sig.
Collinearity Statistics
B
Std.
Error Beta Tolerance VIF
1 (Constant) .703 1.378 .510 .611
X1 .240 .064 .273 3.723 .000 .877 1.141
X2 .218 .060 .280 3.630 .000 .793 1.261
X3 .477 .081 .448 5.909 .000 .818 1.222
a. Dependent Variable: Y
1. Service Quality variable (X1X_1) obtained t arithmetic value of 3.723 > t table of 1.986,
with a significance level of 5%. So How is rejected, Hi is accepted. Thus, the results of
statistical calculations show that partially the Service Quality variable (X1X_1) has a
significant effect on purchasing decisions.
2. Product Quality Variable (X2X_2) obtained t arithmetic value of 3.630 > t table of
1.986, with a significance level of 5%. So, Ho is rejected, Hi is accepted. Thus, the
results of statistical calculations show that partially the Product Quality variable
(X2X_2) has a significant effect on purchasing decisions.
3. Brand Image Variable (X3X_3) obtained t value of 5.909 > t table of 1.986. with a
5. significance level of 5%. So How is rejected, Hi is accepted. Thus, the results of
statistical calculations show that partially the Brand Image variable (X3X_3) has a
significant effect on purchasing decisions.
4. Results and Discussion
Conclusion
1. Based on the results of data processing in this study, the following conclusions can be
drawn:
2. Service quality has a significant effect on purchasing decisions at PT. Pos Indonesia
61100 Gresik.
3. Product quality has a significant effect on purchasing decisions at PT. Pos Indonesia
61100 Gresik.
4. Brand image has a significant effect on purchasing decisions at PT. Pos Indonesia 61100
Gresik.
Recommendation
Based on the results of the analysis, discussion, and research conclusions, recommendations
from researchers can be given as follows:
1. Seeing the results of the mean service quality variable that has the lowest value on the
empathy item, management should conduct training or directing employees so that the
empathy given by PT. Pos Indonesia 61100 Gresik is good for consumers, and has a fast
and friendly response to every consumer and partner so that it has a good impact on
purchasing decisions.
2. Seeing the results of the mean product quality variable that has the lowest value on the
aesthetic item, management should provide input to all employees of PT. Pos Indonesia
61100 Gresik so that the aesthetics they have are good for consumers so that they have
an impact on purchasing decisions.
3. Seeing the results of the mean variable brand image having the lowest value on the item
of excellence, management should maintain the consistency of a superior product so that
consumers trust the product and it will become a good brand image in the eyes of
consumers.
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