Customer satisfaction with bus rapid transit: a study of New York City select bus service applying structural equation modeling

A more complex model in content and design than previously applied to the measurement of customer satisfaction within the transportation industry is used in this study. Drawing from the results of previous studies that had a narrower focus, a network of 10 potentially important factors that affect customer satisfaction within the New York City subway system was postulated and tested using data collected from a cross section of adult residents. Results indicate that several factors have a direct influence on satisfaction, whereas others have an effect through intermediary variables. Path coefficients for the posited model are statistically significant, although several factors have notably more impact than others. Using model diagnostics, minor revisions and improvements to the initial model have been made while adhering closely to the principles of the original theory. Future developments are discussed, as is the model’s application for planning and resource allocation.

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FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

Jurnal Riset Manajemen dan Bisnis (JRMB) Fakultas Ekonomi UNIAT ◽

10.36226/jrmb.v2i1.28 ◽

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

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Examining the Influence of Store Environment in Hedonic and Utilitarian Shopping

Administrative Sciences ◽

10.3390/admsci11010006 ◽

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.

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

International Journal of Wine Business Research ◽

10.1108/ijwbr-12-2018-0070 ◽

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.

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Peran Involvement Sebagai Variabel Pemoderasi Model Loyalitas Pelanggan

Jurnal Ekonomi Bisnis dan Kewirausahaan ◽

10.26418/jebik.v7i1.24826 ◽

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.

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