PENGARUH KUALITAS JASA PELAYANAN TERHADAP KEPUASAN PELANGGAN

2016 ◽  
Vol 6 (2) ◽  
pp. 32
Author(s):  
Aryo Wibisono ◽  
Syahril ,
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Significant Influence ◽  
Structural Equation ◽  
Gap Analysis ◽  
Service Providers ◽  
Equation Modeling ◽  
Transport Service ◽  
Transportation Service ◽  
The Difference

PT. Indonesia Railways is an enterprise transportation service provider, where the modes of transportation are often used by consumers to travel long distances, and the price of transport service providers are not too different, then they (the companies) should be thinking how to grab share of existing market, so that the company will make profits. Therefore companies must compete on service providers to satisfy customers. Therefore there is need for research that is applied by using SEM methods (Structural Equation Modeling) in view of the customer and more towards the GAP analysis of the difference between reality and the difference is desired by consumers. With this then, can provide input to the company to consider the factors that correlate to customer satisfaction, so that the company's strategy in the form of customer satisfaction is more focused and effective. The results showed that the variables have a significant influence on complaint of customer satisfaction trains, and there was a GAP between reality and expectations of customers, so customers do not feel satisfied with the services already provided from these transport service. Keywords: Customer satisfaction, SEM (structural equation modeling), GAP Analysis.

FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

2017 ◽  
Vol 2 (1) ◽  
pp. 45-52
Author(s):  
Iha Haryani Hatta
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Customer Value ◽  
Structural Equation ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The aim of this study was to determine the relationship of the features of the value, satisfaction, and customer loyalty; the effect on the value of customer satisfaction and loyalty; influence of satisfaction on customer loyalty. A total of 200 merchant PT. BANK XYZ as respondents was selected randomly. Analyses were performed using structural equation modeling (SEM). The analysis showed that the feature has a significant influence on customer value, but not for customer satisfaction and loyalty. The values has a significant influence on satisfaction, but not on customer loyalty. Satisfaction has a significant influence on customer loyalty. Discussion and conclusions described in the article. Keywords: features of the value, satisfaction, customer loyalty

Brand’s Cool Dimension Effect on Customer Satisfaction and Its Implication to Visual E-WoM

2020 ◽  
Vol 6 (2) ◽  
pp. 81-86
Author(s):  
Trihadi Pudiawan Erhan ◽  
Purnamaningsih Purnamaningsih ◽  
Nosica Rizkalla
Keyword(s):  
Social Media ◽  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Significant Influence ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Primary Source ◽  
The Other ◽  
Equation Modeling ◽  
Source Of Information

As Word of Mouth (WOM) progress as one of the most potent marketing instruments, millennials are a vital contributor to the growth of eWOM. Considering how powerful eWOM is and the significance of millennials as the generation that derives the transformation of eWOM as the primary source of information for the customer, it is important to know the variables that drive millennial customers desire to provide information about product and service through their own social media account. This study then employed structural equation modeling to analyze the data. This study finds that out of the two, cool factors only hedonic cool is proven to have a positive and significant influence on customer satisfaction. The other finding is that active Visual eWOM activity of customer are positively influenced by customer satisfaction.

Integrative Model of the Implementation of e-WOM, Destination Image and Intention to Behave

2018 ◽  
Vol 9 (4) ◽  
pp. 841
Author(s):  
Naili FARIDA
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Significant Influence ◽  
Structural Equation ◽  
Destination Image ◽  
Integrative Model ◽  
Equation Modeling ◽  
Central Java ◽  
Water Spring

Abstract This study aims to examine: the influence of e-WOM and perceptions of quality on customer satisfaction and the effect of customer satisfaction and the image of the destinations on the intention to behave. The sample was 150 tourists visiting Sidomukti water spring in Bandungan Semarang Central Java Indonesia. Analysis of this study uses Structural Equation Modeling and PLS software to process the data. The results showed that: (1) e-WOM and perceptions of quality have a positive and significant influence on customer satisfaction, (2) Customer satisfaction has a positive and significant impact on the intention to behave, and (3) image of the destination has a positive and significant impact on the intention to behave.

scholarly journals PENGARUH REWARD ATTRACTIVENESS, KNOWLEDGE BENEFIT, REQUIRED EFFORT, GROUP BELONGINGNESS DAN DISCLOSURE COMFORT TERHADAP EXPERIENTIAL BENEFIT CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY

MANAJERIAL ◽  
2019 ◽  
Vol 6 (01) ◽  
pp. 67
Author(s):  
Wenti Krisnawati
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Structural Equation ◽  
Equation Modeling ◽  
Coffee Shop ◽  
Analysis Technique ◽  
Group Belongingness

Purpose from this study was to determine the effect of attractiveness reward on experiential benefit, knowledge benefit on experiential benefit, required effort on experiential benefits, group belongingness to customer satisfaction, disclosure closure to customer satisfaction, group belongingness to customer loyalty, disclosure comfort to customer loyalty, experiential benefits to customer satisfaction and customer satisfaction to customer loyalty. The population used in this study is all Excelso customers who have amember card coffee shop Excelso. The number of samples in this study were 178 respondents. The analysis technique used is Structural Equation Modeling (SEM) using the AMOS 16.0 program. The results showed a significant influence between variable reward attractiveness on experiential benefit, knowledge benefit on experiential benefit, required effort on experiential benefits, group belongingness to customer satisfaction, disclosure closure on customer satisfaction, experiential benefits for customer satisfaction, and customer satisfaction for customer loyalty. Whereas variables that have no effect between variables group belongingness to customer loyalty and disclosure comfort to customer loyalty due to loyalty are influenced by satisfaction. Customers will be loyal when they are satisfied with the products or services offered by the company.

scholarly journals PENGARUH KUALITAS LAYANAN DAN CITRA PERUSAHAAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH

2018 ◽  
Vol 10 (2) ◽  
pp. 201
Author(s):  
Mutmainnah Mutmainnah
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Industry ◽  
Service Providers ◽  
Corporate Image ◽  
Equation Modeling

<p><em>As a primary factor in satisfaction and loyalty,</em><em> </em><em>service quality and image has been given a lot of attention</em><em>. </em><em>This research used a sample of 120 respondents and analyzed the data using structural equation modeling. Findings reveal that service quality and corporate image are antecedents of customer satisfaction, but customer satisfaction surprisingly does not have positive and significant effect on customer loyalty. </em><em>The implications for service providers in any platform service industry is that customer satisfaction has not key success to loyalty but continuously improves the quality of service and corporate image of satisfaction, but it creates loyalty to buy services and recommend to others.  </em><em></em></p><p><em> </em></p>

Understanding Customers' Continuance Intention

2021 ◽  
Vol 52 (2) ◽  
pp. 68-93
Author(s):  
Bangaly Kaba
Keyword(s):  
Information And Communication Technologies ◽  
Structural Equation ◽  
Service Providers ◽  
Equation Modeling ◽  
Continuance Intention ◽  
Internet Service ◽  
Digital Inequality ◽  
Internet Users ◽  
The Difference ◽  
Use Behavior

The purpose of this study is to understand the difference between Internet users' continuing use behavior in the context of digital inequality. Data were collected through a survey of Internet users in the Ivory Coast. The structural equation modeling technique was used to test the research hypothesis. This study showed empirically that concern over information and communication technologies (ICT) access as an explanation for digital inequality should be toned down. This research suggests emphasizing alternative factors to explain Internet sustained use intention by underprivileged individuals, including normative beliefs. The results will help internet service providers, governments, and international aid agencies to better understand users' behaviors or reactions to ICT available to them. This understanding provides a foundational platform upon which viable and effective information technology-enabled solutions and policies can be conceptualized and implemented. This study is one of the few that integrate three salient beliefs to differentiate ICT use continuance intention in the context of digital inequality.

scholarly journals Examining the Influence of Store Environment in Hedonic and Utilitarian Shopping

2021 ◽  
Vol 11 (1) ◽  
pp. 6
Author(s):  
Cristina Calvo-Porral ◽  
Jean-Pierre Lévy-Mangin
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Equation Modeling ◽  
Environmental Cues ◽  
Store Choice ◽  
Store Attributes ◽  
Store Environment ◽  
Hedonic Shopping ◽  
Atmospheric Variables

Much of the literature on the attractiveness and pleasantness of retail stores has focused on the critical influence of store atmosphere or ambient attributes, which influence customer satisfaction and store choice. However, little is known about the environmental cues that influence customers’ satisfaction in different shopping contexts. In this context, the present research aims to answer the following questions: “Are the store atmospheric variables equally relevant in hedonic and utilitarian shopping?”; and further: “Does the influence of store environment on customer satisfaction vary depending on the type of shopping?”. For this purpose an empirical research is developed through PLS Structural Equation Modeling (PLS-SEM) based on data obtained from hedonic (n = 210) and utilitarian (n = 267) shopping contexts. Results indicate that customers perceive differently store atmospherics in utilitarian and in hedonic shopping. More precisely, findings report that customer satisfaction is driven by internal ambient and merchandise layout in hedonic shopping contexts; while the external ambient and the merchandise layout are major atmospheric cues in utilitarian shopping. Interestingly, store crowding does not influence customers’ satisfaction. This study provides a deeper understanding into the specific store attributes that influence customer satisfaction, which could be used by retailers to differentiate themselves from competitors.

Comparing the service experience of satisfied and non-satisfied customers in the context of wine tasting rooms using the SERVQUAL model

2019 ◽  
Vol 32 (2) ◽  
pp. 301-324
Author(s):  
Matti Haverila ◽  
Kai Haverila ◽  
Mehak Arora
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Design Methodology ◽  
Equation Modeling ◽  
Value For Money ◽  
Service Experience ◽  
Content Type ◽  
Survey Results ◽  
Repurchase Intent

Purpose The purpose of this study is to compare satisfied and non-satisfied customers in the context of wine tasting rooms using the SERVQUAL model and to examine the relationships in the model in terms of service experience to better understand customer needs. Design/methodology/approach The data used in this study were derived from a survey conducted among wineries in British Columbia, Canada. Analysis of survey results using the partial least squares structural equation modeling was undertaken. Sample size was 402. Findings The findings show that the SERVQUAL constructs that had the most impact on customer satisfaction and dissatisfaction were tangibility and assurance. Somewhat surprisingly, the perceived value for money construct was not significantly related to customer satisfaction but was significantly related to repurchase intent. Furthermore, all SERVQUAL constructs, except the reliability construct, were significantly related to customer satisfaction. Originality/value This study provides an overview of how wineries can improve their services to increase the number of satisfied customers.

scholarly journals Peran Involvement Sebagai Variabel Pemoderasi Model Loyalitas Pelanggan

2018 ◽  
Vol 7 (1) ◽  
pp. 33
Author(s):  
Budi Setyanta
Keyword(s):  
Structural Equation Modeling ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Survey Method ◽  
Customer Involvement ◽  
Perceived Price

This research aims to identify the role of involvement as a moderating variable in the model of customer loyality. The population in this study is the Xiaomi smartphone users in Yogyakarta. Data is collected through survey method that is guided by questionnaire. The data samples are 200 respondents to eligible the data analysis by structural equation modeling. The results indicate that the involvement moderates the effect of perceived quality, perceived price and after-sales service towards customer satisfaction.. Besides, the result is the involvement moderates the effect of customer satisfaction on customer loyalty. The results are used to develop strategies to effectively increase customer loyalty by designing a stimulus to increase customer loyalty considering the level of customer involvement.

scholarly journals Effects of Strategic Orientation on Performance of Telecommunication Sector in Nigeria

2021 ◽  
Vol 4 (3) ◽  
Author(s):  
Niyi Israel Akeke ◽  
◽  
Adenike Rita Akeke ◽  
Ayodeji Muyideen Awolaj ◽  
Mathew Olufemi Oyebanji
Keyword(s):  
Structural Equation Modeling ◽  
Significant Influence ◽  
Structural Equation ◽  
Strategic Orientation ◽  
Equation Modeling ◽  
Telecommunication Sector ◽  
Line Managers ◽  
Strategic Orientations ◽  
Using Data ◽  
Technology Orientation

The study explores the potential influences of strategic orientation constructs of entrepreneurial, market and technology orientations on telecommunication firms’ performance using data obtained through structured questionnaires from 57 line managers and 300 customers of these firms. The data collected were subjected to the structural equation modeling technique. The results revealed that strategic orientation has a positive significant relationship with firm performance. Specifically, it showed that only technology orientation has a significant influence on telecommunication firms’ performance. The study contributes to the understanding of the rationale behind which set of strategic orientations should be implemented for improved level of performance in the telecommunication sector.

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