Customer satisfaction and competitiveness in the Chinese E-retailing: Structural equation modeling (SEM) approach to identify the role of quality factors

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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Peran Kualitas Layanan dan Kepercayaan Dalam Membangun Kepuasan dan Loyalitas Pelanggan

KEBERLANJUTAN ◽

10.32493/keberlanjutan.v5i2.y2020.p157-171 ◽

2020 ◽

Vol 5 (2) ◽

pp. 157

Author(s):

Zahra Fakhrana

Keyword(s):

Structural Equation Modeling ◽

Customer Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Sampling Technique ◽

Equation Modeling ◽

Purposive Sampling ◽

Customer Satisfaction And Loyalty

This study aims to understand the role of service quality and trust in developing customer satisfaction and loyalty at JNE Margonda, Depok. The research is used as a quantitative approach. Respondents are 127 people who were taken by purposive sampling technique. This study uses Structural Equation Modeling (SEM) with Lisrel 8.80 applications for analyzing the data. All three hypotheses are accepted, and the data supports the model. H1: service quality has a positive and significant effect on customer satisfaction. H2: Trust has a positive and significant impact on customer satisfaction. H3: Customer satisfaction has a positive and significant effect on customer loyalty. The Conclusion: (1) The high quality of service from JNE Margonda Depok increases customer satisfaction (2) If trust in JNE Margonda Depok is high, then higher customer satisfaction will be higher too; (3) Respondents who feel satisfied when using JNE Margonda services will be more loyal to JNE Margonda Depok ABSTRAKPenelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan dan kepercayaan terhadap kepuasan dan loyalitas pelanggan JNE Margonda, Depok. Penelitian dilakukan dengan pendekatan kuantitatif. Responden sejumlah 127 orang yang diambil dengan teknik purposive sampling. Analisis data menggunakan Structural Equation Modeling (SEM) dengan aplikasi Lisrel 8.80. Tiga hipotesis penelitian ini diterima semua, data mendukung model. H1: Kualitas layanan memiliki pengaruh positif dan signifikan terhadap kepuasan pelanggan. H2: Kepercayaan memiliki pengaruh positif dan signifikan terhadap kepuasan pelanggan. H3: Kepuasan pelanggan memiliki pengaruh positif dan signifikan terhadap loyalitas pelanggan. Kesimpulan : (1) Kualitas layanan yang tinggi dari JNE Margonda Depok meningkatkan kepuasan pelanggan; (2) Semakin percaya responden terhadap JNE Margonda Depok akan semakin tinggi pula kepuasan pelanggannya; 3) Kepuasan yang tinggi dari pelanggan akan membuat pelanggan semakin loyal terhadap JNE Margonda Depok

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The Role of Consumer Satisfaction in Mediating Service Quality and Brand Image on Consumer Loyalty

SENTRALISASI ◽

10.33506/sl.v9i2.970 ◽

2020 ◽

Vol 9 (2) ◽

pp. 108

Author(s):

Ramdani Bayu Putra ◽

Fitri Yeni ◽

Hasmaynelis Fitri ◽

Noftalia Hutapea

Keyword(s):

Structural Equation Modeling ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Consumer Satisfaction ◽

Structural Equation ◽

Brand Image ◽

Equation Modeling ◽

Consumer Loyalty

Tujuan dari penelitian ini adalah untuk menganalisis peran kepuasan kerja dalam memediasi pengaruh kualitas layanan dan citra merek terhadap loyalitas konsumen di Toko Sepatu Padang Holic. Populasi dan sampel penelitian adalah 80 konsumen Holic Shoes Shop Padang. Teknik pengumpulan sampel menggunakan metode sensus dengan model penelitian Structural Equation Modeling (SEM) dengan alat uji analisis menggunakan perangkat lunak SmartPLS 3. Hasil penelitian menyimpulkan bahwa kualitas layanan dan kepuasan pelanggan adalah faktor yang mempengaruhi loyalitas pelanggan. Sedangkan citra merek bukan merupakan faktor yang dapat mempengaruhi dan menentukan loyalitas pelanggan. Temuan lain juga menunjukkan bahwa kualitas layanan juga merupakan faktor yang mempengaruhi kepuasan pelanggan, sedangkan citra merek masih merupakan faktor yang tidak mempengaruhi kepuasan konsumen. Untuk efek tidak langsung, kualitas layanan mempengaruhi loyalitas pelanggan melalui kepuasan pelanggan sementara citra merek tidak memiliki pengaruh yang signifikan terhadap loyalitas pelanggan melalui kepuasan pelanggan. The purpose of this study is to analyze the role of job satisfaction in mediating the effect of service quality and brand image on consumer loyalty at the Holic Padang Shoe Store. The population and sample of the study were 80 consumers of Holic Padang Shoes Shop. The sample collection technique is used the census method with Structural Equation Modeling (SEM) research models with SmartPLS software tools. The results of the study concluded that service quality and customer satisfaction are factors that influence customer loyalty. While brand image is not a factor that can influence and determine customer loyalty. Other findings also indicate that service quality is also a factor influencing customer satisfaction, while brand image is still a factor that does not affect consumer satisfaction. For indirect effects, service quality affects customer loyalty through customer satisfaction while brand image does not have a significant effect on customer loyalty through customer satisfaction.

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PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH BANK SYARIAH DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING

Jurnal Ekonomi dan Bisnis Islam (Journal of Islamic Economics and Business) ◽

10.20473/jebis.v3i1.3599 ◽

2017 ◽

Vol 3 (1) ◽

pp. 26

Author(s):

Muhammad Zakiy Ishak ◽

Evrita Putri Azzahroh

Keyword(s):

Structural Equation Modeling ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Modeling ◽

Islamic Banks ◽

Quality Service ◽

Islamic Bank

This research aims to examine the role of customer satisfaction as a mediating variable to connecting service quality to customer loyalty in Islamic Banks. This study also tested compliance as the dimension for measure quality service in Islamic Bank. This research was conducted in five Islamic Banks which are in Indonesia. Data were collected using a questionnaire, distributed through are online and offline to the Islamic Bank customer. There are 100 questionnaires were successfully collected and analyzed using Structural Equation Modeling (SEM) to test the hypothesis with the application of Smart-PLS 3.0. the result of this study indicate that customer satisfaction is able to mediate (full mediation) in influence the service quality to customer loyalty in Islamic Banks. Penelitian ini bertujuan untuk menguji peran variabel pemediasi yaitu kepuasan nasabah yang menghubungkan antara kualitas layanan dengan loyalitas nasabah Bank Syariah. Penelitian ini juga menguji dimensi pengukuran yang dikhususkan untuk mengukur kualitas layanan dari Bank Syariah yaitu compliance. Penelitian ini dilakukan di 5 Bank Syariah yang berada di Indonesia. Data dikumpulkan menggunakan kuesioner, didistribusikan melalui online dan fisik ke nasabah Bank Syariah. Sebanyak 100 kuesioner berhasil dikumpulkan dan dianalisis menggunakan Structural Equation Modeling (SEM) untuk menguji hipotesis dengan aplikasi Smart-PLS 3.0. Hasil penelitian ini menunjukkan bahwa kepuasan nasabah mampu memediasi secara penuh (full mediation) pengaruh kualitas layanan terhadap loyalitas nasabah Bank Syariah.

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Impulsivity and Aggression: A Meta-analysis Using the UPPS Model of Impulsivity

10.31234/osf.io/q2dh5 ◽

2019 ◽

Author(s):

Konrad Bresin

Keyword(s):

Structural Equation Modeling ◽

Sensation Seeking ◽

Structural Equation ◽

Meta Analysis ◽

The Other ◽

Equation Modeling ◽

Negative Urgency ◽

Two Stage ◽

Trait Impulsivity

Trait impulsivity has long been proposed to play a role in aggression, but the results across studies have been mixed. One possible explanation for the mixed results is that impulsivity is a multifaceted construct and some, but not all, facets are related to aggression. The goal of the current meta-analysis was to determine the relation between the different facets of impulsivity (i.e., negative urgency, positive urgency, lack of premeditation, lack of perseverance, and sensation seeking) and aggression. The results from 93 papers with 105 unique samples (N = 36, 215) showed significant and small-to-medium correlations between each facet of impulsivity and aggression across several different forms of aggression, with more impulsivity being associated with more aggression. Moreover, negative urgency (r = .24, 95% [.18, .29]), positive urgency (r = .34, 95% [.19, .44]), and lack of premeditation (r = .23, 95% [.20, .26]) had significantly stronger associations with aggression than the other scales (rs < .18). Two-stage meta-analytic structural equation modeling showed that these effects were not due to overlap among facets of impulsivity. These results help advance the field of aggression research by clarifying the role of impulsivity and may be of interest to researchers and practitioners in several disciplines.

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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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How can organizations foster job crafting behaviors and thriving at work?

Journal of Management & Organization ◽

10.1017/jmo.2020.31 ◽

2020 ◽

pp. 1-18

Author(s):

Sari Mansour ◽

Diane-Gabrielle Tremblay

Keyword(s):

Structural Equation Modeling ◽

Structural Equation ◽

Job Demands ◽

Social Resources ◽

Job Crafting ◽

Equation Modeling ◽

Bootstrap Analysis ◽

Mediating Role ◽

Thriving At Work

Abstract This study investigates whether the perceived opportunity to craft (POC) is related to job crafting (JC) strategies and whether these strategies are related to thriving at work, in terms of both vitality and learning. It aims to verify the mediating role of JC between POC and thriving. Data were collected from 424 accounting professionals in Canada. The structural equation modeling based on bootstrap analysis was used to test mediation. The results indicate that POC is positively related to increasing structural and social resources and challenging job demands and negatively to decreasing hindering job demands. They reveal that increasing structural and social resources enhances learning and mediates the relation between POC and vitality and learning, as do challenging job demands, whereas decreasing hindering job demands does not. This study is one of the first to confirm that POC influences vitality and learning via JC behaviors as mediators.

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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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EIMECA: A Proposal for a Model of Environmental Collective Action

Sustainability ◽

10.3390/su13115935 ◽

2021 ◽

Vol 13 (11) ◽

pp. 5935

Author(s):

Beatriz Carmona-Moya ◽

Antonia Calvo-Salguero ◽

María-del-Carmen Aguilar-Luzón

Keyword(s):

Structural Equation Modeling ◽

Collective Action ◽

Research Agenda ◽

Structural Equation ◽

Equation Modeling ◽

Environmental Identity ◽

Group Efficacy ◽

Action Model ◽

Identity Model

The deterioration and destruction of the environment is becoming more and more considerable and greater efforts are needed to stop it. To accomplish this feat, all members of society must identify with solving environmental problems, environmental collective action being one of the most relevant means of doing so. From this perspective, the analysis of the psychosocial factors that lead to participation in environmental collective action emerges as a priority objective in the research agenda. Thus, the aim of this study is to examine the role of “environmental identity”, as conceptualized by Clayton, as a central axis for explaining environmental collective action. The inclusion of the latter in the theoretical framework of the SIMCA (social identity model of collective action) model gives rise to the model that we have called EIMECA (environmental identity model of environmental collective action). Two studies were conducted (344 and 720 participants, respectively), and structural equation modeling was used. The results reveal that environmental identity and a variety of negative emotional affects, as well as group efficacy, accompanied by hope for a simultaneous additive effect, are critical when it comes to predicting environmental collective action.

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