The Effect of Service Quality and Price on Client Loyalty Using The Services of Notary and PPAT Yousfrita in Jakarta
Abstract
This study aims to examine the effect of service quality and price on client loyalty at YOUSFRITA Notary and PPAT services, in Jakarta. This study uses survey, interview and questionnaire methods by collecting data through questionnaires to clients. The population in this study are clients who have used YOUSFRITA notary and PPAT services. Sampling size using the hair formula depending on the number of parameters in the form of question indicators in this study, namely, 30 multiplied by 5, so that 150 respondents were obtained. The collected data were analysed using descriptive statistical methods and testing of data collection instruments using the Partial Least Square (PLS) method. The results showed that there was a positive and significant effect of service quality and price variables on client loyalty. The practical implication of this research is the importance of companies focusing on improving service quality, setting competitive prices and paying attention to the overall customer experience. By implementing these strategies, YOUSFRITA notary and PPAT services, can build strong Client Loyalty and increase their competitive advantage in the market.
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References
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Putri, DE, Lie, D., Efendi, E., & Inrawan, A. (2018). The Influence of Service Quality on Customer Satisfaction at the Notary and Ppat Office of Rachmansyah Purba Sh, M.Kn in Pematangsiantar City. SULTANIST: Journal of Management and Finance, 2(2), 17–23. https://doi.org/10.37403/sultanist.v2i2.31
Rabanirajona, H. (2020). Role of Notary in Abroad and Indonesia. , 7, 343-358. https://doi.org/10.30659/AKTA.V7I4.12900.
Soegianto, S. (2020). PROFESSIONAL ETHICS AND LEGAL PROTECTION FOR NOTARY. , 6. https://doi.org/10.26532/JPH.V6I2.7897.
Sugama, I., & Sukaatmadja, I. (2020). THE EFFECT OF SERVICE QUALITY ON CUSTOMERS’ SATISFACTION AND WORD OF MOUTH. Russian Journal of Agricultural and Socio-Economic Sciences. https://doi.org/10.18551/rjoas.2020-02.09.
Sugiyono. (2011). Mixed Methods Research Methods. Bandung; Alfabeta.
Sunarsi, D., & Baharuddin, A. (2019). The Effect of Service Quality and Price Accuracy on Consumer Confidence and Implications for Sales Increase. PINISI Discretion Review. https://doi.org/10.26858/pdr.v3i2.13255
Willy Abdillah, & Jogiyanto. (2015). Partial Least Square (PLS): an alternative to Structural Equation Modeling (SEM) in business research (1st ed.). Yogyakarta: Andi, 2015.
Wiyono, G. (2011). Designing Business Research with SPSS 17.0 & SmartPLS 2.0 Analysis Tools (1st ed.). Yogyakarta: UPP STIM YKPN, 2011.
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Arianto, N. (2017). The effect of service quality, price and satisfaction on patient loyalty (case study on outpatients of Premier Bintaro Hospital). Journal of Organisation and Management, 13(1), 1-9.
Budianto, A. (2019). Customer Loyalty: Quality of Service. Journal of Management Review. https://doi.org/10.25157/JMR.V3I1.1808.
Hair, J.F., Ringle, C.M., & Sarstedt, M. (2011). PLS-SEM: INDEED A SILVER BULLET. Journal of Marketing Theory and Practice, 19, no. 2, 13.
Handayani, MT, & Agustinus Philipus Peppy Fernandes, SE., MD (2021). The Influence of Service Quality and Location on Notary Offices and Land Deed Officials Gunawan, SH. Management Student, 2(2), 42–59.
Herman, H., Kamase, J., Nujum, S., & Dewi, R. (2022). The effect of service quality, service improvement and price on inpatient patient satisfaction and loyalty at Batara Siang Regional General Hospital, Pangkep Regency. Journal of Global Economics, 1(2), 185-199.
Hukum, F., Kode, P., Notaris, E., Bekerjasama, Y., Biro, D., Elsa, J., Saputri, H., Hoesin, S., Pusat, P., & Indonesia, I. (2023). Pelanggaran Kode Etik Notaris Yang Bekerjasama Dengan Biro Jasa. Kosmik Hukum. https://doi.org/10.30595/kosmikhukum.v23i2.15466.
Indajang, K., Candra, V., Sianipar, M., Sembiring, L., & Simatupang, S. (2023). The Effect of Service Quality and Price on Customer Satisfaction. Ekonomi, Keuangan, Investasi dan Syariah (EKUITAS). https://doi.org/10.47065/ekuitas.v4i3.3090.
Kašćelan, B., & Tošić, N. (2021). Aspect of the notarial function. Bastina. https://doi.org/10.5937/bastina31-31037
Kuncoro, M. (2013). Research Methods for Business and Economics (4th ed.). Jakarta: Erlangga.
Kurnia, Alfisah, E., & Wicaksono, T. (2021). ANALYSIS OF SERVICE QUALITY ON CUSTOMER SATISFACTION AT HERMINDA BR GINTING, SH NOTARY OFFICE IN BANJARMASIN CITY Kurnia 1 , Erni Alfisah 2 , Teguh Wicaksono 3 2.
Kurniyati, NA (2017). THE EFFECT OF PRICE AND SERVICE QUALITY ON CLIENTS' DECISIONS TO USE DENNY IRTANTO'S NOTARY SERVICES IN LUMAJANG REGENCY.
Maulana, MI, Suryoko, S., & Prabawani, B. (2015). THE EFFECT OF SERVICE QUALITY AND PRICE ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION AS AN INTERVENING VARIABLE (Case Study on PO. Nusantara Bus Route Solo – Jakarta). Journal of Business Administration, 5(1), 11.
Nggaur, D. A. (2018). Pengaruh Harga, Suasana Cafe, Dan Kualitas Pelayanan Terhadap Loyalitas Konsumen Dengan Kepuasan Konsumen Sebagai Variabel Moderator. Journal of Administration Bussiness, 53(9), 1689–1699.
Octarina, N., & Nababan, Y. (2023). Efforts To Prevent Unfair Competition of Bank Notaries. Journal Research of Social Science, Economics, and Management. https://doi.org/10.59141/jrssem.v2i09.422.
Petrović, T. (2022). The Impact of the Notary Profession on Money Laundering Risk Assessment. International Scientific Conference EMAN – Economics and Management: How to Cope with Disrupted Times. https://doi.org/10.31410/eman.2022.275.
Prastyo, T., & Hartiningtyas, L. (2024). Pengaruh Kualitas Pelayanan dan Harga terhadap Loyalitas Pelanggan pada Graha Air Minum Isi Ulang Tirta Segah Trenggalek melalui Kepuasan Pelanggan. Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah, 6(1), 211-228.
Putri, DE, Lie, D., Efendi, E., & Inrawan, A. (2018). The Influence of Service Quality on Customer Satisfaction at the Notary and Ppat Office of Rachmansyah Purba Sh, M.Kn in Pematangsiantar City. SULTANIST: Journal of Management and Finance, 2(2), 17–23. https://doi.org/10.37403/sultanist.v2i2.31
Rabanirajona, H. (2020). Role of Notary in Abroad and Indonesia. , 7, 343-358. https://doi.org/10.30659/AKTA.V7I4.12900.
Soegianto, S. (2020). PROFESSIONAL ETHICS AND LEGAL PROTECTION FOR NOTARY. , 6. https://doi.org/10.26532/JPH.V6I2.7897.
Sugama, I., & Sukaatmadja, I. (2020). THE EFFECT OF SERVICE QUALITY ON CUSTOMERS’ SATISFACTION AND WORD OF MOUTH. Russian Journal of Agricultural and Socio-Economic Sciences. https://doi.org/10.18551/rjoas.2020-02.09.
Sugiyono. (2011). Mixed Methods Research Methods. Bandung; Alfabeta.
Sunarsi, D., & Baharuddin, A. (2019). The Effect of Service Quality and Price Accuracy on Consumer Confidence and Implications for Sales Increase. PINISI Discretion Review. https://doi.org/10.26858/pdr.v3i2.13255
Willy Abdillah, & Jogiyanto. (2015). Partial Least Square (PLS): an alternative to Structural Equation Modeling (SEM) in business research (1st ed.). Yogyakarta: Andi, 2015.
Wiyono, G. (2011). Designing Business Research with SPSS 17.0 & SmartPLS 2.0 Analysis Tools (1st ed.). Yogyakarta: UPP STIM YKPN, 2011.
Authors
Dewa Putu Yohanes Agata L. Sandopart, Ramadhania, D. N., Budi, B. A., & Sandopart, D. A. I. I. L. (2024). The Effect of Service Quality and Price on Client Loyalty Using The Services of Notary and PPAT Yousfrita in Jakarta. Agregat: Jurnal Ekonomi Dan Bisnis, 8(2), 167–178. https://doi.org/10.22236/agregat_vol8.i2/16286
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