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All Journal Journal of Economics, Entrepreneurship, Management Business and Accounting Fundamental and Applied Management Journal
Nursinah Amrullah
Universitas Patompo
Economics, Econometrics & Finance

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Determinant of Consumer Satisfaction in Using Losari Beach Hotel Makassar Services with Service Quality Variables Rizka Aisyah Nurjannah; Andi Naila Quin Azisah Alisyahbana; Nursinah Amrullah
Fundamental and Applied Management Journal Vol. 1 No. 1 (2023): FAMJ, June 2023
Publisher : PT. Lontara Digitech Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61220/famj.v1i1.202304

Abstract

This study aims to determine whether the dimensions of service quality, namely tangible, reliability, responsiveness, assurance, and empathy, affect customer satisfaction at Losari Beach Hotel Makassar and analyze the most dominant factor in influencing customer satisfaction at Losari Beach Hotel Makassar. The population in this study were guests staying at Losari Beach Hotel Makassar while the sample taken was 100 respondents using Non-Probability Sampling technique with Accidental sampling approach, which is a sampling technique based on chance, namely who happens to meet the researcher can be used as a sample if deemed suitable. Based on the research results, each of the most influential variables is the empathy variable, then assurance, then followed by reliability, and responsiveness, while the lowest influential variable is tangible. Makassar Gapura Beach Hotel needs to maintain elements that have been rated well by customers and need to improve things that are still lacking.
How do Customer Satisfaction and Trust Affect Customer Loyalty in Using Micro Bank Flagship Products? Rahmawati Rahmawati; Nursinah Amrullah; Andi Naila Quin Azisah Alisyahbana
Journal of Economics, Entrepreneurship, Management Business and Accounting Vol 1 No 3 (2023): Volume 1, Issue 3, September 2023
Publisher : CV. Sakura Digital Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61255/jeemba.v1i3.164

Abstract

This study aims to determine the effect of satisfaction and trust on customer loyalty in using the Bank's micro superior products. The research population is Bank customers in Makassar City who use micro superior products. The final sample obtained was 100 respondents. Data analysis used path analysis using Statistical SPSS 25. The results of data analysis show that the satisfaction variable has a significant effect on trust. The satisfaction variable has no positive and significant effect on loyalty. The trust variable has a positive and significant effect on loyalty. Then the analysis of satisfaction on loyalty through trust is known to have a direct effect, while the indirect effect of satisfaction through trust on loyalty, which means that the value of the indirect effect is greater than the value of the direct effect. So it can be concluded that indirectly satisfaction through trust has a significant effect on loyalty. In order to increase consumer loyalty, banks need to continue to improve the quality of their products and services. In addition, banks can provide education to customers to increase customer understanding of the benefits they get from the bank's flagship micro products and how to use them effectively.
Co-Authors Andi Naila Quin Azisah Aliasyahbana Rahmawati Rahmawati Rizka Aisyah Nurjannah