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All Journal Jurnal Ilmu Administrasi Bisnis Dinasti International Journal of Economics, Finance & Accounting (DIJEFA)
Larasati, Fitria
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Economics, Econometrics & Finance

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Pengaruh Kualitas Pelayanan Dan Citra Merek Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan (Studi Pada Pengguna Jasa Pengiriman Surat Kilat Khusus PT. Pos Indonesia di Kota Semarang) Larasati, Fitria; Suryoko, Sri
Jurnal Ilmu Administrasi Bisnis Vol 9, No 4 (2020)
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (2512.242 KB)

Abstract

Abstract: PT. Pos Indonesia as a BUMN delivery service company in 2018-2019 occupy the position of the 4th Top Brand after the emergence of various private delivery services companies.“With the diverse selection of delivery services in Indonesia provides an opportunity for customer to evaluate and choose which delivery services to use that ultimately trigger customer”loyalty. The purpose of this study is to examine the direct and indirect effects of service quality, brand image, customer satisfaction, and customer”loyalty. This“type of research”is explanatory“research, with a sample of 100 respondent Special Express Mail users PT. Pos Indonesia in Semarang”city. Data collection techniques are questionnaires and literature study. This research used accidental sampling technique with purposive sampling as its methodology. This research used a“Partial Least Square analysys technique, mediation test by using Variance Accounted For (VAF) and Fit Model Indicator by using WarpPLS 6.0 program.”Based“on the result of data analysys by using Warp”PLS, it indicates that the direct effect test between service quality, brand image to customer satisfaction in this research model shows a positive and significant results.”The“result of direct effect test between service”quality,“brand image, customer”satisfaction“to customer loyalty in this research model shows”a positive“and significant”results.“The result of indirect effect test”between“service quality and brand image to customer loyalty through customer satisfaction also shows a positive and significant”results. The“influence of customer satisfaction as”the mediating variable in this research model is parsial”mediation.  Keywords: Service Quality; Brand Image; Customer Satisfaction and Customer Loyalty”  “Abstrak: PT. Pos Indonesia sebagai perusahaan jasa pengiriman BUMN pada tahun 2018-2019 menduduki posisi Top Brand ke-4 setelah kemunculan berbagai perusahaan jasa pengiriman swasta. Dengan beragamnya pilihan“perusahaan jasa pengiriman yang ada di Indonesia”memberikan peluang kepada pelanggan untuk mengevaluasi dan memilih jasa pengiriman mana yang akan digunakannya yang pada akhirnya memicu loyalitas pelanggan. Tujuan“dari penelitian ini adalah untuk”mengetahui“pengaruh langsung dan tidak langsung antara Kualitas Pelayanan, Citra”Merek,“Kepuasan Pelanggan, dan Loyalitas Pelanggan”pada“pengguna jasa pengiriman Surat Kilat Khusus”PT. Pos Indonesia di Kota”Semarang. Tipe penelitian ini adalah explanatory research,”dengan sampel“sebanyak 100 responden”pengguna“Surat Kilat Khusus PT. Pos Indonesia di Kota Semarang. Penelitian menggunakan teknik analisis Partial Least Square, pengujian mediasi menggunakan Variance Accounted For (VAF)”dan“indikator Fit Model (Model of Indices), yang diestimasi dengan program”WarpPLS 6.0.  Berdasarkan“hasil analisis olah data dengan WarpPLS”menjelaskan“bahwa hasil uji pengaruh langsung antara kualitas pelayanan,”citra“merek terhadap kepuasan pelanggan”pada“model penelitian ini menunjukkan hasil pengaruh positif”dan signifikan. Hasil“uji pengaruh langsung antara kualitas pelayanan,”citra“merek, kepuasan pelanggan terhadap loyalitas pelanggan”pada“model penelitian ini menunjukkan hasil pengaruh positif”dan signifikan. Hasil“uji pengaruh tidak langsung antara kualitas pelayanan dan”citra“merek terhadap loyalitas pelanggan melalui kepuasan pelanggan juga menunjukkan hasil positif”dan signifikan. Pengaruh“kepuasan pelanggan sebagai variabel pemediasi”dalam“model penelitian ini”adalah partial mediation.Kata Kunci: Kualitas Pelayanan; Citra”Merek; Kepuasan Pelanggan dan Loyalitas Pelanggan
Analysis of the Influence of RGEC on Company Value in the Banking Financial Sector for the Period 2020 - 2024 Larasati, Fitria; Hendayana, Yana
Dinasti International Journal of Economics, Finance & Accounting Vol. 6 No. 6 (2026): Dinasti International Journal of Economics, Finance & Accounting (January - Feb
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijefa.v6i6.5756

Abstract

This study aims to analyze the effect of RGEC (Risk Profile, Good Corporate Governance, Earnings, and Capital) on company value as measured by Price to Book Value (PBV) in the Indonesian banking financial sector during the 2020–2024 period. The research approach used is quantitative with descriptive and verification methods, and uses panel data regression to analyze the effect of each variable. The sample consists of 25 banking companies selected based on purposive sampling. The t-test results indicate that the variables NPL, ROA, and CAR have a significant effect on PBV, while GCG has no significant effect. Meanwhile, the F-test shows that all four variables simultaneously have a significant effect on PBV. These results indicate that company management needs to pay attention to credit risk, profitability, and capital adequacy in an integrated manner to increase company value. This study provides implications for investors and management in making investment decisions and strategies to increase company value.
Co-Authors Hendayana, Yana Sri Suryoko