Market segmentation, service quality, and overall satisfaction: self-organizing map and structural equation modeling methods

2011 ◽  
Vol 47 (2) ◽  
pp. 969-987 ◽  
Author(s):  
Nai-Hua Chen ◽  
Stephen Chi-Tsun Huang ◽  
Shih-Tung Shu ◽  
Tung-Sheng Wang
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Market Segmentation ◽  
Structural Equation ◽  
Equation Modeling ◽  
Self Organizing Map ◽  
Modeling Methods ◽  
Self Organizing

scholarly journals THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER TRUST THROUGH VARIABLES INTERVENING CUSTOMER SATISFACTION USING STRUCTURAL EQUATION MODELING METHOD IN PT.XYZ

2021 ◽  
Vol 9 (2) ◽  
pp. 177-187
Author(s):  
Santika Sari ◽  
Adella Nurha Almaidani ◽  
Nurfajriah - ◽  
Akhmad Nidhomuz Zaman
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Service Sector ◽  
Positive Influence ◽  
Equation Modeling ◽  
Good Effect ◽  
Modeling Methods ◽  
Customer Trust

In companies engaged in the service sector, of course it cannot be separated from consumers, the need for food and customer satisfaction. Customer satisfaction at PT. PT. XYZis also the orientation of the company. However, in this newly established company, there are no orders that satisfy customers, so they can assess what factors cause customer satisfaction and what factors or things can be related to Customer Satisfaction. The things that have an influence on service quality are customer trust and reliability of service quality. Using structural equation modeling methods can make it easier to see the value or influence between variables. From this result, it can help evaluation if the three variables have a positive or good effect. Then the company needs to make a strategy to increase customer satisfaction. The results of this study found that the involvement of service quality has a positive and significant effect on customer satisfaction because the higher the involvement of service quality obtained, the higher the level of customer satisfaction in the company. In addition, it is also concluded that service quality and customer satisfaction are correlated so that it has a positive influence on customer trust.

Mobile Communications Market Segmentation: An Analysis of Data Combining Self-organizing Maps and Structural Equation Modeling

2015 ◽  
Vol 13 (7) ◽  
pp. 2390-2397 ◽  
Author(s):  
Gutembergue Soares da Silva ◽  
Teofilo Camara Mattozo ◽  
Jose Alfredo Ferreira Costa ◽  
Andre Pedro Fernandes Neto ◽  
Ricardo Luiz Soares de Franca
Keyword(s):  
Structural Equation Modeling ◽  
Market Segmentation ◽  
Mobile Communications ◽  
Structural Equation ◽  
Equation Modeling ◽  
Self Organizing Maps ◽  
Self Organizing

scholarly journals Anteseden Dan Konsekuensi Dari Switching Cost Pada Industri Perbankan

2019 ◽  
Vol 14 (01) ◽  
pp. 41-53
Author(s):  
Antonius Adi
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Switching Cost ◽  
Equation Modeling ◽  
Company Reputation ◽  
Trust Company ◽  
Customer Trust

Abstrak: Tujuan dari penelitian ini adalah untuk menganalisis pengaruh overallservice qualityterhadap customer loyalty melalui mediasi company reputation, customer trust, dan switching costpada Industri Perbankan di Indonesia. Penelitian ini dilakukan melalui survei terhadap pelangganIndustri Perbankan dengan total 230 sampel di Jakarta. Data primer dikumpulkan dengan metodepurposive sampling. Analisis data dilakukan melalui Structural Equation Modeling untuk mengujihipotesis, dengan menggunakan software AMOS 22.0. Temuan dalam penelitian ini adalahcustomer loyalty dipengaruhi oleh switching cost, customer trust, company reputation dan overallservice quality. Switching cost paling kuat dipengaruhi oleh customer trust. Temuan lain adalahbahwa customer loyalty paling kuat dipengaruhi oleh overall service quality. Studi ini memberikankontribusi teoritis dalam bentuk model alternatif customer loyalty dalam industri perbankan danmemberikan implikasi manajerial bagi manajemen bank.

scholarly journals Analisis Pengaruh Religiusitas dan Kualitas Pelayanan terhadap Kepuasan Kerja: Studi Kasus pada Karyawan Industri Manufaktur

2021 ◽  
Vol 4 (1) ◽  
pp. 117-130
Author(s):  
Dewiana Novitasari ◽  
Masduki Asbari ◽  
Ipang Sasono
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Equation Modeling

Penelitian ini bertujuan untuk menganalisis pengaruh religiusitas dan kualitas pelayanan (service quality) terhadap kepuasan kerja pada karyawan industri manufaktur, dengan mengambil sampel sebanyak 105 orang karyawan dari salah satu perusahaan industry manufaktur di Jawa Barat. Metode pengumpulan data menggunakan kuesioner. Metode analisis menggunakan Structural Equation Modeling (SEM), Smart PLS v.3.0. Hasil penelitian menunjukkan bahwa, religiusitas berpengaruh positif signifikan terhadap kualitas pelayanan. Religiusitas berpengaruh positif dan signifikan terhadap kepuasan kerja karyawan, dan kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan kerja karyawan. Hasil penelitan dapat digunakan sebagai dasar untuk meningkatkan dan memelihara kepuasan kerja karyawan pada industry manufaktur melalui peningkatan religiusitas dan kualitas pelayanan karyawan. Serta membangun kesiapan karyawan untuk menghadapi dunia industry yang makin sadar spiritual.

scholarly journals The Impact of Attitudes towards Healthcare Service Quality on Organisational Performance: Evidence from the Saudi Arabia

2017 ◽  
Vol 5 (1) ◽  
pp. 1 ◽  
Author(s):  
Yaser Salman Alsharar ◽  
Fadzil Shah bin Aziz ◽  
Che Azlan Bin Taib ◽  
Rushami Zien Yusoff
Keyword(s):  
Saudi Arabia ◽  
Structural Equation Modeling ◽  
Data Analysis ◽  
Service Quality ◽  
Structural Equation ◽  
Healthcare Service ◽  
Equation Modeling ◽  
Organisational Performance ◽  
Government Hospitals ◽  
The Impact

This research aims to investigate the effect of attitudes towards healthcare service quality on organisational performance among Saudi Arabian hospitals. The sample size comprises of 154 hospitals randomly chosen from 259 government hospitals in Saudi Arabia. For data analysis, the Partial Least Squares (PLS) structural equation modeling was used. In addition, this study found a positive and significant association between attitudes towards healthcare service quality and organisational performance. Eventually, this study provides some limitations and suggestions for future researchers.

scholarly journals Evaluasi Kepuasan Pengguna Terhadap Respon Cepat Tanggap Layanan Aplikasi Mobile Myindihome Berdasarkan Kombinasi Metode Servqual dan Metode Webqual

2020 ◽  
Vol 11 (1) ◽  
Author(s):  
Endah Saputri ◽  
Dedy Syamsuar
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Mobile Applications ◽  
User Satisfaction ◽  
Structural Equation ◽  
Information Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Customer Complaints

<p align="center"><strong>Abstract</strong></p><p class="Isiabstract">As for this research aims to determine the level of satisfaction of myindihome mobile application users. As a service provider, PT. Telkom, Tbk is required to be able to provide service, a fast respons, precise and accurate to customers. Even though it has several facilities to accommodate all customer complaints in Indonesia, but in reality there are still many customer complaints that have not been resolved properly which need attention. In this study, measurement of user satisfaction toward service responsiveness uses a combination of ServQual method and WebQual method. The combination of both theories, effectively addresses multicollinearity (if many variables are highly correlated). In connection with that condition, based on the theory of service quality (ServQual) is used to determine satisfaction with the application, is there an influence of variables of reliability, responsiveness, empathy, assurance, and tangible toward user satisfaction both individuals and groups. While based on the website quality (webqual 4.0) instrument identify quality based on three variables, namely usability, information quality, and service interaction quality. PLS (Partial Least Square) model of calculation which is one of the Structural Equation Modeling is used to test research hypothesis. Reliability and validity have also been tested. This study is also emphasis on the extent to which the perception of the quality of service of mobile applications myIndiHome perceived and how it affects the user satisfaction of mobile applications myIndiHome in this case the customer indihome that have significant impact on customers' satisfaction..</p><p class="Isiabstract"><strong>Keywords</strong><strong> </strong><strong>:</strong><strong> </strong><strong> </strong>Indihome, User Satisfaction, Servqual, and Webqual</p><p class="Isiabstract" align="center"><strong>Abstrak</strong></p><p class="Abstrak"><em>Adapun penelitian ini bertujuan untuk mengetahui tingkat kepuasan pengguna aplikasi mobile my</em><em>I</em><em>ndi</em><em>H</em><em>ome. Sebagai penyedia layanan, PT. Telkom, Tbk dituntut untuk mampu memberikan pelayanan atau respon yang cepat, tepat dan akurat kepada pelanggan. Meskipun memiliki beberapa sarana untuk menampung semua keluhan pelanggan di Indonesia, namun dalam kenyataannya masih banyak keluhan pelanggan yang belum dapat terselesaikan dengan baik yang perlu diperhatikan. Dalam penelitian ini, pengukuran </em><em>kepuasan pengguna terhadap respon cepat tanggap layanan </em><em>menggunakan kombinasi metode ServQual dan WebQual. Kombinasi kedua teori, secara efektif menangani multikolinieritas (jika banyak variabel yang sangat berkorelasi). Sehubungan dengan kondisi itu, berdasarkan teori service quality (ServQual) digunakan untuk mengetahui kepuasan terhadap aplikasi tersebut, apakah ada pengaruh variabel reliability, responsiveness, empathy, assurance, dan tangible terhadap kepuasan pengguna baik perorangan maupun kelompok. Sedangkan berdasarkan instrumen </em><em>website quality (</em><em>webqual 4.0</em><em>)</em><em> mengidentifikasi kualitas berdasarkan tiga variabel yaitu usability, information quality, dan service interaction quality. </em><em>Perhitungan model PLS (Partial Least Square) yang merupakan salah satu Structural Equation Modeling (SEM) digunakan untuk menguji hipotesis penelitian. Reliabilitas dan validitas juga telah diuji. Penelitian ini juga menekankan pada sejauh mana persepsi tentang kualitas layanan aplikasi mobile myIndiHome yang dirasakan dan bagaimana pengaruhnya dengan kepuasan pengguna aplikasi mobile myIndiHome dalam hal ini pelanggan indihome yang memiliki dampak signifikan pada kepuasan pengguna.</em></p><strong>Kata kunci :</strong> Indihome, Kepuasan Penggguna, Servqual, dan Webqual

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