scholarly journals Effect of concession model and deregulation logistics policy for increasing port customer satisfaction in Indonesia

2018 ◽  
Vol 204 ◽  
pp. 06008
Author(s):  
Sirajuddin ◽  
Sunaryo ◽  
T. Yuri Zagloel
Keyword(s):  
Customer Satisfaction ◽  
Latent Variables ◽  
Structural Equations ◽  
Path Coefficient ◽  
Integration System ◽  
Policy Variable ◽  
Indicator Variables ◽  
Measurement Results ◽  
Freight Forwarder ◽  
Model Measurement

This paper analyzes the effect of port concession and the deregulation of logistics policy implementation on port customer satisfaction. This research uses 5 latent variables and 18 manifest / indicator variables which are described in the form of Likert scale questionnaires distributed to Port Customers in Indonesia which are freight forwarder, import-export companies and port operators. From SEM structural equations and model measurement results, it can be concluded that the effect of concession and deregulation logistics policy on the overall customer satisfaction is acceptable and data support the model. Port concession variable has positive path coefficient of 0.88 and t statistic of 5.86 > 1.96. Infrastructure and Superstructure Variable has positive path coefficient of 0.61 and t statistic of 3.66 > 1.96 deregulation logistics policy Variable has positive path coefficient of 0.24 with t statistic of 2.04 > 1.96. Integration System Technology Variable has positive path coefficient of 0.21 with t statistic of 2.39 > 1.96 so it can be concluded that the overall hypothesis can be accepted and data supports the model.

scholarly journals THE EFFECT OF CUSTOMER TRUST AND COMPANY IMAGE ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN INDONESIA CLASSIFICATION BUREAU IN SAMARINDA

2020 ◽  
Vol 4 (03) ◽  
Author(s):  
Syariful Mahsyar ◽  
Suharno Suharno ◽  
Zainal Abidin
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Latent Variables ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Structural Equations ◽  
Partial Least Square ◽  
Least Square ◽  
Analysis Tool ◽  
Customer Trust

This study aims to determine the effect of customer trust and company image on customer satisfaction and customer loyalty at the Indonesian Classification Bureau. The population in this study were customers of PT BKI with a total of 95 respondents. The method of data collection is done by giving a list of questions or questionnaires to respondents who are customers at PT BKI, where the questionnaire is distributed to these customers. This study uses a data analysis tool that is partial Least Square (PLS), then this study uses the analysis method of structural equation models or Path Analysis to determine the causal relationship between latent variables contained in structural equations. The tool used in data processing using the Smart PLS program. The results of this study indicate that 1) customer trust has a significant effect on customer satisfaction, 2) company image has a significant effect on customer satisfaction, 3) customer trust has a significant effect on customer loyalty, 4) company image has a significant effect on customer loyalty, 5) customer satisfaction has an significant effect to customer loyalty. Keywords: Customer Trust, Company Image, Customer Satisfaction, Customer Loyalty

scholarly journals The Mediating Effects of Brand Preference to Customer Satisfaction

2018 ◽  
Vol 22 (3) ◽  
pp. 421
Author(s):  
Jasin Mochammad, Dytta Novrianda, P.Astuti, C.C. Widayati, A.Z.Arifin
Keyword(s):  
Customer Satisfaction ◽  
Significant Influence ◽  
Latent Variables ◽  
Structural Equation ◽  
Brand Extension ◽  
Perceived Quality ◽  
Brand Awareness ◽  
Brand Preference ◽  
Brand Association ◽  
Indicator Variables

The purpose of this study is to analyze the influence of  brand preference to customer satisfaction (advertiser). Samples consists of one hundred and  twenty persons of decision makers of government advertisemen programs in various government agencies and state owned companies. Data was collected by using self-completed questionnaire. Structural Equation Modelling used to analyze the indicator variables, latent variables and measurement error variables  to determine of causal brand awareness, brand association, brand extension, perceived quality to customer satisfaction through  brand preference of Sindo Media (MNC Group). The finding reveals a significant influence on mediated variables. While Brand awareness, Brand association, Brand extension, Perceived quality, has a significant influence on customer satisfaction. That means Brand preference has significant influence to customer satisfaction.   

scholarly journals THE EFFECT OF SERVICE QUALITY AND CUSTOMER TRUST ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY PT SURYA RAFI BERSAUDARA

2020 ◽  
Vol 4 (03) ◽  
Author(s):  
Untung Surapati ◽  
Suharno Suharno ◽  
Zainal Abidin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Latent Variables ◽  
Structural Equation Models ◽  
Structural Equations ◽  
Partial Least Square ◽  
Least Square ◽  
Analysis Tool ◽  
Customer Trust

This study aims to determine the effect of service quality and customer trust on customer satisfaction and customer loyalty of PT Surya Rafi Bersaudara. The population in this study were customers of PT Surya Rafi Bersaudara with a total of 75 respondents. The method of data collection is done by giving a list of questions or questionnaires to respondents who are customers at PT BKI , where the questionnaire is distributed to these customers. This study uses a data analysis tool that is partial Least Square (PLS), then this study uses the analysis method of structural equation models or Path Analysis to determine the causal relationship between latent variables contained in structural equations. The tool used in data processing using the Smart PLS program. The results of this study indicate that 1) service quality has a significant effect on customer satisfaction, 2) customer trust has a significant effect on customer satisfaction, 3) service quality has a significant effect on customer loyalty, 4) customer trust has no significant effect on customer loyalty, 5) customer satisfaction has a significant effect on customer loyalty. Keywords: Service Quality, Customer Trust, Customer Satisfaction, Customer Loyalty

PENGARUH JASA PELAYANAN FREIGHT FORWARDING TERHADAP KEPUASAN PELANGGAN

2018 ◽  
Author(s):  
Andar Sri Sumantri ◽  
Radix Nugrahanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Secondary Data ◽  
Sampling Technique ◽  
Positive Influence ◽  
Linear Regression Equation ◽  
Independent Variables ◽  
Freight Forwarder ◽  
Freight Forwarding ◽  
A Company

<p>Customer is an important factor for the survival of a company. At a time, company sometimes didn’t know the level of customer satisfaction. If the company continues with this situation, the company would not know the next strategies to develop the company. There are many factors that connected with customer such as trust, facility and service quality. This research objective is to analyze if there is a positive influence, both individually and simultaneously between independent variables which are trust, facility and service quality to the dependent variable which is customers. In this research the object are the customers of PT Panah Persada Logisindo Semarang. The data sources are primary and secondary data using sampling technique of 80 respondents. The results of multiple linear regression equation show that there is a positive influence and partial significant between (t= 3,543 &gt; ttebal = 1, 99167) Trust, (t=4,976 &gt;ttebal=1,99167 ) Facility and (t =3,908 &gt; ttebal= 1, 99167) Service Quality effected by customer satisfaction.</p><p><strong>Keywords: Trust, Facility, Service Quality, Customer Satisfaction</strong></p><p>Kepuasaan Pelanggan merupakan faktor penting terhadap kelangsungan hidup sebuah perusahaan. Masalah yang dihadapi perusahaan saat ini berkaitan dengan tidak diketahuinya kepuasaan Pelanggan setiap tahun, Jika ini dibiarkan terus menerus, perusahaan tidak dapat menentukan strategi untuk meningkakan kepuasaan pelanggan. Ada banyak faktor yang mempengaruhi Kepuasaan Pelanggandipengaruhi oleh kepercayaan, fasilitas dan Kualitas Pelayanaan. Perumusan masalah, tujuan penelitian dan hipotesis pada latar belakang masalah dan tujuan penelitian ini untuk menganalisis adakah pengaruh yang positif baik secara individual dan simultan antara variabel independen yaitu kepercayaan, fasilitas, kualitas pelayanaan terhadap variabel dependen yaitu Kepuasaan Pelanggan. Pada penelitian ini obyek yang diambil pengguna jasa Freight forwarder PT Panah Persana Logisindo Semarang Sumber data meliputi data primer dan sekunder. Sampel pada penelitian ini adalah 80 responden teknik sampling yang digunakan seluruh populasi dijadikan sample. Berdasarkan hasil penelitian dan analisis berganda dihasilkan persamaan : Hasil persamaan regresi linear berganda menunjukkan bahwa ada pengaruh yang positif dan signifikan secara parsial antara ( t hitung = 3,543&gt; t tabel = 1,99167) kepercayaan, (t hitung4,976 &gt; t tabel =1,99167) Fasilitas ( t hitung = 3,908&gt; t tabel = 1,99167) Kualitas pelayanaan terhadap Kepuasaan Pelanggan.</p><p><strong>Kata kunci : Kepercayaan, Fasilitas, Kualitas Pelanggan. Kepuasaan Pelanggan</strong></p>

A Structural Model for Predicting Mathematics Achievement: Its Relation with Anxiety and Self-Concept in Mathematics

2000 ◽  
Vol 86 (3) ◽  
pp. 835-847 ◽  
Author(s):  
Maher M. Abu-Hilal
Keyword(s):  
Mathematics Achievement ◽  
Mathematics Anxiety ◽  
Structural Model ◽  
Structural Equations ◽  
Self Concept ◽  
Path Coefficient ◽  
School Students ◽  
Al Ain ◽  
Proposed Model ◽  
School Records

This study proposed and tested a model of mathematics achievement and its relations to antecedent and subsequent factors using structural equations modeling. A sample of elementary school students in Al-Ain school district ( n = 394) completed an Arabic version of the Self-description Questionnaire as well as a questionnaire measuring their perception of the importance of mathematics, anxiety about it, and the amount of effort they exerted in studying. Mathematics grades were obtained from the official school records. Importance and effort were positively related to achievement which in turn had a positive path coefficient to self-concept and a negative path to anxiety. The hypothesized model explained 40%, 64%, and 73% of the variance in achievement, self-concept, and anxiety, respectively. The results can be interpreted as indicating that achievement is an important outcome and antecedent construct within the proposed model.

Incorporating Attitudinal Factors to Examine Adoption of and Willingness to Pay for Autonomous Vehicles

2019 ◽  
Vol 2673 (8) ◽  
pp. 418-429 ◽  
Author(s):  
Hamidreza Asgari ◽  
Xia Jin
Keyword(s):  
Willingness To Pay ◽  
Stress Reduction ◽  
Latent Variables ◽  
Autonomous Vehicles ◽  
Mode Choice ◽  
Autonomous Vehicle ◽  
Cost Savings ◽  
Structural Equations ◽  
Driving Mode ◽  
Attitudinal Factors

Results from a recent consumer survey were thoroughly analyzed in relation to willingness to adopt and willingness to pay (WTP) for different autonomous vehicle (AV) features. Four different levels of automation were considered including basic vehicles, adding advanced features, partial automation, and full automation. A structural equations model with latent variables was employed, which simultaneously regressed adoption and WTP levels against a variety of available variables including socioeconomic and demographic attributes, private car usage habits, and attitudinal preferences/personal opinions. To address the endogeneity in personal attitudes, these variables were added to the model as latent factors. Accordingly, the analysis revealed four major latent attitudinal factors, respectively labeled as “joy of driving,”“mode choice reasoning,”“trust,” and “technology savviness.” Model results indicated that those who enjoy driving were the hardest to persuade towards AV adoption or to pay for automated features. On the other hand, technology savvy people showed higher tendency towards AV adoption. When it comes to factors affecting mode choice including travel time, travel cost, and functionality, people are willing to pay more for automated features when they believe that these features and services will provide them better utility, in relation to time and cost savings, convenience, stress reduction, and quality of life, and so forth. Interestingly, individuals with trust concerns showed higher WTP values, which may indicate that the market believes autonomous vehicles will bring more privacy and protection, at least compared with existing shared mobility or public transit options.

scholarly journals Critical factors that impact purchase online of new telecom convergent services in the Mexican market

2017 ◽  
Vol 7 (14) ◽  
Author(s):  
Rolando Zubirán Shetler ◽  
Jesús Fabian López Pérez
Keyword(s):  
Electronic Commerce ◽  
Technology Acceptance ◽  
Latent Variables ◽  
Diffusion Of Innovations ◽  
Structural Equation ◽  
Empirical Studies ◽  
The United States ◽  
Structural Equations ◽  
Equation Modeling ◽  
Critical Factors

Key words: Diffusion of innovations, electronic commerce, structural equations, Smart-PLS, technology acceptanceAbstract. The following article analyzes the principal factors that have an impact in the adoption of new telecom convergent services, through electronic commerce, that have been explored and studied primarily in developed markets such as the United States and that have been deemed as critical factors in the development and growth of online electronic transactions. Specifically, factors and latent variables of this study derive from the models of Technology Acceptance (Davis, 1989) and Diffusion of Innovations (Rogers, 2003). A summary of past empirical studies is provided deriving from the aforementioned theoretical models followed by results of an exploratory field study comprising of 253 valid observations randomly selected from within the population of urban internet users in Mexico. The methodology used to determine the causal relationship between variables (Betas) was factor analysis (Principal Components) and structural equation modeling, specifically Smart-PLS. The study determined that perceived utility and trust variables are statistically relevant and significant in determining purchase online of new telecom convergent services and the development of electronic commerce in the Mexican Market.Palabras clave: Aceptación de la tecnología, comercio electrónico, difusión de las innovaciones, ecuaciones estructurales, Smart-PLS.Resumen. Este artículo analiza los principales factores que influyen en la adopción de los nuevos servicios convergentes de telecomunicaciones, a traves del comercio electrónico, que han sido explorados y estudiados principalmente en mercados desarrollados como el de Estados Unidos y que han sido confirmados como factores críticos en el desarrollo y el crecimiento de las transacciones electrónicas en linea. Específicamente, los factores y variables latentes en este estudio se derivan de los modelos de Aceptación de la Tecnología (Davis, 1989) y la Difusión de las Innovaciones (Rogers, 2003). Se presenta un resumen de los antecedentes de estudios empíricos derivados de los mencionados modelos teóricos, seguido de los resultados de un estudio exploratorio de campo que comprende 253 observaciones válidas seleccionadas en forma aleatoria dentro de la población de usuarios urbanos de Internet en México. La metodología utilizada para determinar las relaciones causales entre las variables (Betas) fue análisis factorial (Componentes Principales) y el modelo de ecuaciones estructurales, específicamente Smart-PLS. El estudio determina que las variables percepción de utilidad y confianza son estadísticamente relevantes y significativas en la determinación de compra en línea de nuevos servicios convergentes de telecomunicaciones y en el desarrollo del comercio electrónico en el Mercado Mexicano.

Linking Job Satisfaction and Customer Satisfaction in the Cruise Industry: Implications for Hospitality and Travel Organizations

1998 ◽  
Vol 22 (1) ◽  
pp. 4-14 ◽  
Author(s):  
Mark R. Testa ◽  
Cindy Skaruppa ◽  
Dale Pietrzak
Keyword(s):  
Job Satisfaction ◽  
Customer Satisfaction ◽  
Latent Variables ◽  
Direct Relationship ◽  
Service Industries ◽  
Future Research ◽  
Cruise Industry ◽  
Employee Job Satisfaction ◽  
New Methods ◽  
The Relationship

Service quality and customer satisfaction are vital concerns in service industries, particularly in the cruise industry. As such, the development of new methods for improving both is essential. A model of attitudes, intentions, and behaviors proposed by Bagozzi and refined by Schmit and Allscheid was tested to determine if employee job satisfaction and customer satisfaction were related constructs in the cruise industry. The hypothesized model did not account for the relationship between the measured and latent variables; however, a direct relationship between employee job satisfaction and customer satisfaction was found to exist (R2 = . 30). Implications for hospitality and travel organizations are discussed, and recommendations are made for future research.

scholarly journals Effects Rahn, Ijaroh, Customer Satisfaction Through Quality of Service in. PT. Sharia Rural Bank Syarikat Madani

2018 ◽  
Vol 7 (2.29) ◽  
pp. 1026
Author(s):  
Chablullah Wibisono ◽  
Rahmad Budi Harto
Keyword(s):  
Customer Satisfaction ◽  
Banking Sector ◽  
Banking System ◽  
Path Coefficient ◽  
Test Results ◽  
Strategic Investment ◽  
The Public ◽  
Credit Financing

Community desire of a product needs the companion for business credit financing, disposal venture capital partners for micro s and macro businesses and banking sector needs to increase every year, so the role of the strategic investment partner is so decisive.  As the products business development, Since 1991 Islamic banking system has served the public with "Syariah" products. To achieve these objectives, the role of the corporate world become extremely important to give influences in society economy, so better services to achieve customer satisfaction in banking area is needed.The data in this research was conducted by spreading some questionnaires and taking the entire sample of 150 respondents of PT. SRB SayrikatMadani, and then the Data were tested by using Path analysis. The test results showed that the variable of Rhan (X1) Customer Satisfaction (Y) through Quality Services (X3) has path coefficient value 0554 t-count = 0223 while t-table 1661 (α = 0.05) and 2367 (α = 0, 01). It showed that the value of t-count <t table, it can be concluded that the path coefficient is not significant. Ijaroh (X2) The customer Satisfaction (Y) through Services Quality (X3) has path coefficient 0.315 t-count = 0.016 while t-table 1661 (α = 0.05) and 2367 (α = 0.01). in this case, t count <t table, it can be concluded that the path coefficient is not significant.  

Sign in / Sign up

Export Citation Format

Share Document