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All Journal DERIVATIF Management and Economics Journal (MEC-J)
Nani Fitriani
Asian Banking Finance And Informatics Institute (IKPIA) Perbanas Jakarta
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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REDEFINING THE ROLE OF SERVICE QUALITY AND CUSTOMER SATISFACTION IN CUSTOMER LOYALTY OF PRIVATE HIGHER EDUCATION Nani Fitriani
Derivatif : Jurnal Manajemen Vol 12, No 1 (2018): April
Publisher : Universitas Muhammadiyah Metro Lampung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24127/jm.v12i1.266

Abstract

The relationship between service quality and customer satisfaction to customer loyalty during this time is considered as an established hypothesis because there are many studies that show a significant relationship between the three variables. However, a specific review of the relationship between service quality, customer satisfaction, and customer loyalty at some universities shows an interesting phenomenon. This study is a library reaseach. The purpose of the study is to fulfill the research gap that have been conducted by some researchers. The data obtained come the result of previous studies. . Based on the results of previous studies, it can be concluded that the quality of service and customer satisfaction have a significant influence on customer loyalty in the goods and services industry, in addition to the education industry. Two studies at college, Chang Li (2013) and Ham, Carrie Leugenia (2003) show that service quality and customer satisfaction did not affect customer loyalty. Thus, the established hypothesis that stated the significant influence of service quality and customer satisfaction on customer loyalty are still questionable in certain industries, especially in higher educational institutions.Keywords: Marketing, Higher Education, Service Quality, Customer Satisfaction, Customer Loyalty
Improving the Loyalty of Online Transport User Trough Brand Image, Brand Awareness, and Brand Trust Nani Fitriani; Tiara Paramita
MEC-J (Management and Economics Journal) Vol 6, No 2 (2022)
Publisher : Faculty of Economics, State Islamic University of Maulana Malik Ibrahim Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18860/mec-j.v6i2.16215

Abstract

This study aims to analyze the influence of brand image, brand awareness and brand trust on loyalty of grab bike users. Maintaining customer loyalty become the focus of this study since it is a crucial aspect of any company, including online transportation company to survive in a tight competition. This research is a quantitative study, using a sample of 75 grab bike users as respondents, who represent grab bike users in the area of Jakarta, Bogor, Depok, and Bekasi as the population of this study. The data collected from the questionnaires distributed via google form were analyzed using SPSS. The results of the study indicate that brand image does not have a significant influence on loyalty of grab bike users. Moreover, brand awareness does not influence the loyalty of grab bike users as well. Furthermore, brand trust partially does not have a positive and significant influence on the loyalty of grab users. On the other hand, brand image, brand awareness and brand trust simultaneously have a positive influence on the loyalty of grab bike users. With the limitation of research area, future research may develop a wider sample of grab bike users in different area or in a wider area.
Co-Authors Tiara Paramita