Analisis Pengaruh Service Quality dan Sistem Informasi Sekolah terhadap Customer Satisfaction yang Berdampak pada Customer Loyalty Studi Kasus Sekolah Xyz

Introduction: This study investigates the relationship and impact of service quality on customer satisfaction at Yamaha Motor. Using correlation analysis, the study identifies a strong positive relationship between service quality and customer satisfaction, indicated by a Pearson correlation value of 0.778. A simple linear regression analysis further demonstrates that service quality significantly influences customer satisfaction, with a t-calculated value of 10.930, surpassing the t-table value of 1.664. These findings highlight the crucial role of service quality in shaping customer experiences and satisfaction levels. The results align with previous studies, which consistently establish a positive and significant relationship between service quality and customer satisfaction. This study emphasizes that delivering high-quality service is a key strategy for enhancing customer satisfaction and maintaining competitive advantage in the motorbike service industry. It provides valuable insights for businesses aiming to improve service quality to meet customer expectations and foster long-term customer loyalty. Future research is encouraged to explore additional factors that may moderate or mediate this relationship, such as customer trust, loyalty, or service innovation. Objective: This study explores the impact of service quality on customer satisfaction, emphasizing its importance for business sustainability in competitive markets. Customer satisfaction is crucial as it directly influences loyalty, profitability, and company growth. Service quality, defined as meeting or exceeding customer expectations, plays a key role in shaping satisfaction. Customers evaluate service quality based on their experiences and expectations, with high-quality service fostering loyalty and satisfaction. For Yamaha Motor, slow response to complaints and inconsistent service quality have affected customer satisfaction. This study highlights the correlation between service quality and satisfaction, underlining the need for businesses to deliver superior services to remain competitive. Theoretical Framework: This framework highlights key theories and models that underpin the research, providing a solid basis for understanding customer satisfaction and service quality. According to Kotler (2014), satisfaction arises from comparing perceived performance to expectations, influencing repeat purchases and loyalty. Lovelock and Wirtz (2015) emphasize satisfaction as an evaluation of service quality, value, and customer experience. Tjiptono (2012) outlines satisfaction as the difference between expectations and performance. Service quality, defined by Zeithaml and Parasuraman (2011), involves consistently exceeding customer expectations. Factors like communication, past experiences, and marketing influence perceptions. This study examines the relationship between expectations, service delivery, and satisfaction in driving customer loyalty. Method: The population is the generalization area consisting of objects/subjects that have certain qualities and characteristics determined by the researcher to be studied and then drawn into conclusions. The population and sample in this study consist of 80 customers of Yamaha Motor dealership in Bekasi.. Results and Discussion: The t-test was conducted by comparing the calculated t-value with the table t-value at a significance level of 0.05. The results of the significance test for the correlation coefficient showed a calculated t-value of 10.930, while the table t-value was 1.664. Since the calculated t-value is greater than the table t-value, Ho is rejected, and Ha is accepted, meaning that service quality has an effect on customer satisfaction. Research Implications: Service quality and customer satisfaction indicate that consumers have become more discerning in choosing and utilizing goods, services, or products, ensuring they gain the utility and benefits they seek. In some cases, they are even willing to spend more to obtain high-quality products. Therefore, service quality plays a significant role for customers in determining the products they want to purchase. For companies, it can help increase sales volume and maximize financial revenue. Originality/Value: After conducting this research, service quality has proven to be crucial as it directly impacts the company's image. Good service quality will be a significant advantage for Dealer Yamaha Motor Bekasi. If a company has already gained a positive reputation in the eyes of consumers, those consumers are likely to provide positive feedback and may even become loyal customers or repeat buyers. Therefore, it is essential to consider customer satisfaction in relation to the quality of service provided. Types of services that can be offered include convenience, speed, competence, and friendliness, demonstrated through attitudes and direct actions toward consumers.

This study investigates the influence of service quality and information systems quality on customer satisfaction at Indihome PT. Telkom Sorong, with perceived trust and perceived risk as moderating variables. A quantitative approach was employed, using a purposive sampling method to gather data from 172 respondents. The results indicate that both service quality and information systems quality have a significant positive impact on customer satisfaction. Furthermore, perceived trust significantly moderates the relationship between service quality and customer satisfaction, while perceived risk substantially mediates the relationship between information systems quality and customer satisfaction. These findings provide valuable insights for Indihome PT. Telkom Sorong to enhance customer satisfaction levels by focusing on improving service quality, information systems quality, addressing perceived risks, and fostering trust among customers. Future research could explore other potential moderating variables and conduct longitudinal studies to examine the dynamics between these variables over time.

Coffee shops are today's businesses with good and competitive prospects in providing customer satisfaction and building customer loyalty. This study aims to analyze the relationship between service quality and product quality on customer satisfaction and loyalty, the relationship between customer satisfaction and customer loyalty, and the relationship between product and service quality and customer loyalty mediated by customer satisfaction. The study was conducted using quantitative methods, sampling a questionnaire to 100 customers of Coffee Shop. The study was conducted in August 2021. Meanwhile, to analyze the relationship between variables, using partial least squares (PLS). Based on the study results, it can be concluded that service quality directly affects customers, especially customer satisfaction. Product quality also affects customer satisfaction and loyalty and vice versa. However, service quality did not directly affect customer loyalty. Meanwhile, mediation through customer satisfaction and product quality indirectly affects customer loyalty.

Purpose – The purpose of this study is to determine the effects of consumers' perceptions of lifestyle and values, voluntary simplicity and service quality on their satisfaction and commitment. Design/methodology/approach – in this study, the sample consists of 722 consumers living in Istanbul and shopping for ready-made clothing. Customer satisfaction and loyalty are considered as dependent variables, lifestyle and values of consumers as independent variables, and voluntary simplicity and perceived service quality. The data obtained in the study were successfully reduced as a result of the Explanatory Factor Analysis (EFA), then the Confirmatory Factor Analysis (CFA) was performed for construct validity, the goodness of fit was positive, and the Structural Equation Model (SEM) was used to determine the relationships according to the measurement model has been estimated. Findings – As a result of SEM, life style and values affect customer satisfaction and customer loyalty in a statistically significant positive relationship. Lifestyle and perception of values 1 unit when it increases, customer satisfaction perception is 0.192 unit increasing customer loyalty, 0.491 unit increases. Life style and perception of values affect customer loyalty more when we look at the coefficient size. Perception of volunteer simplicity, customer satisfaction and customer loyalty significantly affect positively. Voluntary perception of simplicity 1 unit when it increases, the perception of customer satisfaction is 0.763 unit increasing customer loyalty, 0.741 unit increases. The perception of voluntary simplicity affects customer satisfaction more than the size of the coefficient. Perception of service quality affects customer satisfaction and customer loyalty in a statistically significant positive way (positive relationship). Service quality perception 1 unit when it increases, the perception of customer satisfaction is 0.653 unit increasing customer loyalty, 0.640 unit increases. Discussion – The highest impact on customer satisfaction and loyalty comes from the voluntary perception of simplicity. Next, the perception of service quality and the latest perception of lifestyle and values is impressive. There are a limited number of studies on these variables in the literature. The study can be expanded for different sectors and different samples.

Aims: The purpose of this study was to determine how customer satisfaction affected the relationship between service quality, customer loyalty, and customer relationship management among McDonald's generation Z customers in Malang. Problem Formulation: (1) Does service quality have a significant effect on customer satisfaction for McDonald's products? (2) Does customer relationship management have a significant effect on customer satisfaction for McDonald's products? (3) Does customer satisfaction have a significant effect on customer loyalty for McDonald's products? (4) Does service quality have a significant effect on customer loyalty for McDonald's products? (5) Does customer relationship management have a significant effect on customer loyalty for McDonald's products? (6) Does customer satisfaction significantly mediate the effect of service quality on customer loyalty for McDonald's products? (7) Does customer satisfaction significantly mediate the effect of customer relationship management on customer loyalty for McDonald's products? Study Design: This study employs a quantitative methodology that combines exploratory and descriptive research techniques. Place of Study: Respondents in this study are McDonald's consumers in Malang City who fall into the generation Z category. Methodology: The sampling approach used was nonprobability sampling, especially purposive sampling. Respondents in this study totaled 160 people, which is equal to the number of research items used, 32 multiplied by 5, yielding the result 160. The data was processed with smartPLS 3.0. Results: Based on the validity test results, each statement item is valid. Furthermore, hypothesis testing shows that service quality affects customer satisfaction, customer relationship management affects customer satisfaction, customer loyalty is not influenced by service quality, customer satisfaction affects customer loyalty, customer satisfaction can mediate the effect between service quality on customer loyalty, and customer satisfaction can mediate the effect of customer relationship management on customer loyalty. Conclusion: Although customer happiness serves as a mediator, it is not directly influenced by customer loyalty or customer relationship management. Instead, they have an indirect influence on it. This research contributes to our understanding of the elements that can influence McDonald's customer loyalty in Malang City. In summary, increasing customer happiness is the first step to increasing customer loyalty, which can then be achieved through better customer relationship management and service quality.

This study aims to determine the effect of product quality on customer satisfaction, service quality on customer satisfaction, customer satisfaction on customer loyalty, product quality on customer loyalty, service quality on customer loyalty, product quality on customer loyalty through customer satisfaction, service quality on customer loyalty through customer satisfaction. This research includes a quantitative descriptive study with conclusions through statistical analysis. The population in this study were customers of State-Owned Banks of Sinjai Branch. The samples were taken as many as 100 customers based on the Slovin formula with proportional stratified random sampling technique. Data was collected through questionnaires and documentation and analyzed through validity, reliability, classic assumption test, path analysis, and Sobel test. The results of the analysis obtain a regression line equation: Z = 2.443 + 0.972X1 + 0.072X2 and Y = -0.3395 + 0.505X1 + 0.085X2 + 0.596Z. The equation shows that customer loyalty is influenced by the product quality and service quality through customer satisfaction. The results showed that product quality has a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer satisfaction, customer satisfaction has a positive and significant on customer loyalty, product quality has a positive effect and there are significant customer loyalties, service quality has a positive and significant effect on customer loyalty, product quality has a positive and significant effect on customer loyalty if through customer satisfaction. customer loyalty through customer satisfaction at state-owned banks Sinjai Branch.

MARKETING MIX, CUSTOMER SATISFACTION AND LOYALTY: AN EMPIRICAL STUDY OF TELECOM SECTOR IN BHUTAN

Research located at Toko Multi Cipta Semarang has objectives that are divided into two types, namely the general purpose is to analyze and explain the effect of products and service quality on customer loyalty mediated by customer satisfaction in Micro Small Enterprises Multi Cipta Semarang, and for its special purpose is to analyze and explain: 1) the effect of products on customer satisfaction, 2) the effect of service quality on customer satisfaction, 3) the effect of the product on customer loyalty, 4) the effect of service quality on customer loyalty. 5) the effect of customer satisfaction on customer loyalty, 6) the effect of products on customer loyalty mediated by customer satisfaction, and 7) the effect of service quality on customer loyalty mediated by customer satisfaction . The sample used in this study was 138 people, then given the opportunity to answer questionnaires that would be processed using the SPSS 25.0 application to produce numbers which were then tested for feasibility using validity tests and reliability tests. For data analysis techniques used are multiple regression analysis, model testing and hypothesis testing .The results of the study concluded that: the general conclusion states that customer satisfaction does not mediate the effect of product and service quality on customer loyalty, while the specific conclusion states that: 1) product affects customer satisfaction, 2) service quality affects customer satisfaction, 3) product affects customer loyalty, 4) service quality affects customer loyalty, 5) customer satisfaction affects customer loyalty. Customer loyalty, 6) customer satisfaction does not mediate the effect of the product on customer loyalty, and 7) customer satisfaction does not mediate the effect of service quality on customer loyalty.

In particular, this study looks for a significant link between customer satisfaction and customer satisfaction, service quality, and user loyalty, product quality and customer loyalty, trust and customer satisfaction, trust and user loyalty, customer satisfaction on user loyalty, service quality, product quality, and trust in customer satisfaction on user loyalty. using a hypethetico-deductive research approach in conjunction with quantitative methods. The study's findings indicate that Trust has a significant and positive impact on both customer satisfaction and customer loyalty, that customer satisfaction has a positive and significant impact on customer loyalty, and that service quality has a positive and significant impact on customer satisfaction and that product quality has a positive and significant influence on customer satisfaction and that the results indicate that service quality and customer loyalty are both important positive and insignificant intervening variables. Furthermore, there is a positive and insignificant relationship between product quality and customer loyalty and satisfaction, as well as trust in customer loyalty and satisfaction. In Tokopedia, customer satisfaction has a positive and significant impact on customer loyalty. the research found, and customer satisfaction is an intervening variable that is not significant in the relationship between service quality and product quality with customer loyalty, insignificant in the relationship between service quality and product quality with customer loyalty, and trust has a positive and significant influence on customer satisfaction and customer loyalty in Tokopedia.

This scholarly investigation analyses the determinants that affect customer satisfaction, loyalty, and trust within Islamic banking. The data source used in this study is primary data, which is obtained through the provision of structured questionnaires. The study population encompasses customers of Islamic banking institutions in Riau, Indonesia. The sampling technique employed is simple random sampling. The sample size was determined using the Slovin approach, resulting in a sample of 204 respondents. This study is quantitative, and an explanatory survey was analyzed using the SEM-PLS technique. The study outcomes indicate that service performance, digital banking application service quality, and customer relationship management positively influence customer satisfaction. In contrast, digital banking transformation does not affect customer satisfaction. Furthermore, customer satisfaction has a positive effect on customer loyalty and trust. Subsequently, customer satisfaction can mediate the influence of service performance, the quality of digital banking application services, and customer relationship management on customer loyalty and trust. In contrast, customer satisfaction cannot mediate the influence of digital banking transformation on customer loyalty and trust. Theoretically, this study contributes to the advancement of marketing theory and becomes a reference for further research. Practically, it can be a reference for Islamic banks to improve their performance regarding customer satisfaction, loyalty, and trust.

Customer loyalty is a behavioral urge to make repeat purchases and is carried out to build customer loyalty to a product or service produced or produced by the company. This research was conducted at the UPTD Kesehatan Masyarakat Bali, Indonesia. The purpose of this study was to determine the effect of service quality, price, customer satisfaction and customer loyalty. The problem discussed in this study is the role of customer satisfaction in mediating the effect of service quality and price on customer loyalty. The number of respondent samples in this study was 97 respondents. The types of data in this study are primary and secondary data with data collection methods in the form of questionnaires. This research method is quantitative research. The data analysis technique used is descriptive analysis and inferential analysis with classical assumption tests, and path analysis. The results of this study show that service quality has a positive and significant effect on customer loyalty and customer satisfaction. Price has a positive but not significant effect on customer loyalty and price has a significant positive effect on customer satisfaction. Customer satisfaction has a positive but not significant effect on customer loyalty. Customer satisfaction does not mediate the relationship between service quality and customer loyalty. This can be seen from the relationship between service quality and customer loyalty directly significant, the relationship between service quality and customer satisfaction is also significant and the indirect relationship between service quality and customer loyalty through customer satisfaction is also insignificant. Indicates that good service quality creates customer loyalty without the need for satisfaction to be felt first. Customer satisfaction does not mediate the relationship between price and customer loyalty. This can be seen from the relationship between price and customer loyalty, which is directly insignificant, the relationship between price and customer satisfaction is directly significant, and the indirect relationship between price and customer loyalty through customer satisfaction is also insignificant. Indicating that price can affect customer loyalty directly without going through changes in satisfaction levels.

This study aims to determine the direct effect of product quality and service quality variables on customer satisfaction which is moderated by customer loyalty as well as a source of internal strength for the Mekar Sari Village Business Unit in running its business, another goal that is expected from this research is the Mekar Sari Village Community Enterprise as a company owned by the village community, especially the managers. Bumdes Mekar Sari that product quality, service quality, customer satisfaction, and customer loyalty are important factors in marketing and become a benchmark for determining the success of a refill drinking water depot business. This research includes quantitative descriptive research, the sample in this study is a loyal customer of Bumdes Mekar Sari Selat Besar Village which has been a member for 1 year as many as 130 customers, the determination of the sample in this study applied purposive sampling. Collecting data in this study using primary data (questionnaire) which contains questions regarding the indicators of product quality, service quality, customer satisfaction, and customer loyalty variables. To solve the problems studied, data analysis techniques used path analysis with SPSS and AMOS applications. From the results of research and hypothesis testing, it was found that product quality has a direct effect on customer satisfaction, service quality has a direct effect on customer satisfaction, and customer satisfaction has a direct effect on customer loyalty. Product quality has an indirect effect on customer loyalty through customer satisfaction. Service quality has an indirect effect on customer loyalty through customer satisfaction.

Human resource management (HRM) practices have been highlighted as essential for boosting organizational efficiency and keeping a competitive edge. A company's human resource management (HRM) division is crucial in raising customer and employee satisfaction levels with its services. Studies have shown that human resource management practices simultaneously impact service quality and customer satisfaction. Customer service excellence is also essential in evaluating client happiness. This literature review seeks to understand how clients view service quality, what factors affect customer satisfaction, and how human resource management practices mediate these effects. The sources and references came from research databases such as Google Scholar, the Open Access Directory Journals, and other websites. The review findings suggest that service quality aspects impacting customer satisfaction are crucial. It provides evidence supporting this conclusion by showing that service quality positively affects customer satisfaction. Finally, effective HRM practices significantly impact service quality and customer satisfaction. Service quality, a multifaceted idea, is crucial in determining customer satisfaction. The five dimensions of the Service Quality paradigm provide a comprehensive framework for defining and enhancing service quality, particularly in the real estate sector. Customer loyalty and satisfaction can rise by offering exceptional service in the five areas mentioned above. Businesses may boost customer loyalty and happiness by providing high-quality service in these five areas. Companies that offer excellent service and a positive customer experience are likelier to keep their current clients and attract new ones.

Objective: This study aims to examine the SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance, and empathy) in relation to service quality and customer loyalty. Design/Methods/Approach: This study employs a quantitative research approach. The population consists of all customers of PT. Bintang Samudera Mandiri Line's maritime transportation and logistics services, totaling 110 companies. The sampling technique used is random sampling, with a sample size of 86 respondents. Data was collected through questionnaires distributed via Google Forms. The data analysis method utilizes SmartPLS 4.0 software. Findings: Tangibles have a significant impact on customer satisfaction. Reliability also influences customer satisfaction. Similarly, responsiveness affects customer satisfaction. However, assurance and empathy do not impact customer satisfaction. Furthermore, customer satisfaction does not significantly influence customer loyalty. Tangibles, reliability, responsiveness, assurance, and empathy do not indirectly affect customer loyalty through customer satisfaction. Originality/Value: No previous studies on SERVQUAL, customer satisfaction, and loyalty have been conducted at PT. Bintang Samudera Mandiri Line. Practical/Policy implication: Companies can use the results of this study to improve their service quality, the findings of this study provide guidance for companies to focus on the service dimensions that most affect customer satisfaction. Companies can prioritize strengthening Tangibles and Reliability to achieve increased customer satisfaction and loyalty, this study also shows the importance of efficiency and reliability in the delivery process. Therefore, companies can improve their logistics infrastructure and management system to ensure on-time delivery and better management of customer complaints. Keywords: Tangibles, Reliability, Responsiveness, Assurance, Empathy, Customer Satisfaction, and Customer Loyalty

PurposeOver the past few years, e‐commerce has become increasingly popular in China. Recent research has shown that it is widely accepted that customer satisfaction and loyalty for online purchases is lower than that for shopping in more traditional ways. How to maintain and increase the satisfaction and loyalty of online customers is a challenging issue for online retailers. The purpose of this paper is to try to understand what affects customer satisfaction and loyalty.Design/methodology/approachA new conceptual model of customer satisfaction and loyalty in online purchases is developed, where four dimensions of e‐service quality – efficiency, requirement fulfillment, system accessibility, and privacy – are the four predictors from Parasuraman's E‐S‐QUAL. A partial least square estimation algorithm was then applied to analyze data from a sample of 164 online buyers from a range of backgrounds. Goods purchased include furniture, books, clothes, software, and digital products.FindingsThe results indicate that efficiency and fulfillment have positive effects on customer satisfaction, and fulfillment and privacy have positive effects on customer loyalty. However, the remaining factors have no significant effect on either customer satisfaction or customer loyalty. In addition, customer loyalty is positively affected by customer satisfaction.Originality/valueThe paper finds that the service quality must be analyzed from different aspects only to find that the requirement fulfillment has relatively great effect on customers' satisfaction and loyalty, the system accessibility has no effect on both, the efficiency has positive effect on customers' satisfaction and the privacy has positive effect on customers' loyalty. As these results are inconsistent with previous research achievements to some extent, this paper tends to provide some explanation.