scholarly journals LOYALITAS CUSTOMER DALAM MOBILE COMMERCE ZALORA

2018 ◽  
Vol 11 (1) ◽  
pp. 26
Author(s):  
Karina Dwi Pramesti
Keyword(s):  
Structural Equation Modeling ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Influence ◽  
Mobile Commerce ◽  
Sem Analysis ◽  
Equation Modeling ◽  
Survey Method ◽  
Analysis Technique ◽  
Information And Communication

Saat ini smartphone menjadi instrumen yang sangat penting dalam dunia bisnis dan pemasaran. Penggunaan smartphone juga memicu tumbuhnya berbagai mobile commerce (m-commerce) di Indonesia. Hal ini disebabkan karena smartphone dapat menjadi sarana periklanan, promosi, dan transaksi jual beli. Salah satu perusahaan yang memanfaatkan hal ini adalah Zalora. Zalora merupakan salah satu perusahaan m-commerce dalam bidang fashion dengan pengunjung tertinggi di Indonesia. Namun, saat ini belum diketahui apakah terdapat hubungan antara kecenderungan penggunaan teknologi informasi dan komunikasi, kepuasan, serta kepercayaan terhadap loyalitas pelanggan pada Zalora. Metode pengumpulan data yang digunakan dalam penelitian ini adalah metode survei terhadap mobile buyers dari aplikasi zalora. Data yang dikumpulkan dianalisis dengan teknik analisis Structural Equation Modeling (SEM). Hasil penelitian ini menunjukan bahwa, kepuasan dan kepercayaan memiliki pengaruh positif terhadap loyalitas pelanggan E-Commerce Zalora. Kata Kunci: Kepercayaan, Kepuasan, Loyalitas,  Mobile Commerce, Zalora  Smartphones are becoming very important instruments in the business and marketing world today. The use of smartphones also trigger the growth of various mobile commerce (m-commerce) in Indonesia. This is because smartphones can be a means of advertising, promotion, and buying and selling transactions. One company that utilizes this is Zalora. Zalora is one of the m-commerce companies in the field of fashion with the highest visitors in Indonesia. However, it is not currently known whether there is a relationship between trends in use of information and communication technology, satisfaction, and trust in customer loyalty to Zalora. Data collection method used in this research is survey method to mobile buyers from zalora application. The data collected were analyzed by Structural Equation Modeling (SEM) analysis technique. The results of this study indicate that, satisfaction and trust have a positive influence on customer loyalty E-Commerce Zalora.

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 Pengaruh Kualitas Pelayanan Dan Customer Relationship Management Terhadap Loyalitas Nasabah Pada Bank BRI

2020 ◽  
Vol 4 (02) ◽  
pp. 26-38
Author(s):  
Erline Erline ◽  
Boby Saputra
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Relationship Management ◽  
Positive Influence ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Branch Office

This study aims to determine whether service quality affects customer loyalty at BRI Bank Muara Teweh Branch. Does Customer Relationship Management affect customer loyalty at BRI Bank Muara Teweh Branch Office This research method uses the data analysis technique used, namely the analysis of Structural Equation Modeling from the IBM SPSS Statistics Amos version 20 program AMOS (Analysis of Moment Structures) analysis program Structural Equation Modeling (SEM) a covariance-based The results of this test show significant results with a CR value of 3.848> 1.96 and the p number is 0.000, this number is far below 0.05 so that H0 is rejected and H1 is accepted, which means that there is an influence between service quality on customer loyalty This test shows significant results with a CR value of 2.322> 1.96 and the p number is 0.006, this figure is far below 0.05 so that H0 is rejected and H1 is accepted, which means that there is an influence between customer relationship management on customer loyalty The results of the study concluded that service quality variables have a significant and positive influence on customer loyalty variables customer relationship management have a significant and positive influence on customer loyalty. For further researchers, it is suggested that the Muara Teweh branch of BRI bank improve the quality of their services to increase customer loyalty.  

scholarly journals Pengaruh Financial Attitude, Financial Behavior, Financial Knowledge, dan Risk Tolerance terhadap Financial Satisfaction

2020 ◽  
Vol 2 (3) ◽  
pp. 631
Author(s):  
Olivia Sandra Wijaya ◽  
Ary Satria Pamungkas
Keyword(s):  
Structural Equation Modeling ◽  
Structural Equation ◽  
Positive Influence ◽  
Risk Tolerance ◽  
Financial Knowledge ◽  
Financial Behavior ◽  
Equation Modeling ◽  
Financial Satisfaction ◽  
Probability Sampling ◽  
Analysis Technique

The purpose of this study is to examine the effect of Financial Attitude, Financial Behavior, Financial Knowledge and Risk Tolerance on Financial Satisfaction. The sample in this study is all residents who already have income or income in the Jakarta area. The sample was chosen by the non-probability sampling method, amounting to 190 respondents by distributing questionnaires online. The data analysis technique used is Structural Equation Modeling (SEM) which is assisted with the assistance of the Smart-PLS program.3.3.2. The results of this study are that there is a positive influence of Financial Attitude on Financial Satisfaction, there is a positive influence of Financial Behavior on Financial Satisfaction, and there is a positive influence of Financial Knowledge on Financial Satisfaction. While the results obtained in this study indicate there is no effect of Risk Tolerance on Financial Satisfaction. Tujuan dari penelitian ini adalah untuk meneliti mengetahui pengaruh Financial Attitude, Financial Behavior, Financial Knowledge dan Risk Tolerance terhadap Financial Satisfaction. Sampel pada penelitian ini adalah seluruh penduduk yang sudah memiliki pendapatan atau penghasilan di wilayah Jakarta. Sampel dipilih dengan metode non-probability sampling yang berjumlah 190 responden dengan penyebaran kuesioner secara online. Teknis analisis data digunakan adalah Structural Equation Modeling (SEM) yang dibantu dengan bantuan program Smart-PLS.3.3.2. Hasil dari penelitian ini adalah terdapat pengaruh positif Financial Attitude terhadap Financial Satisfaction, terdapat pengaruh positif Financial Behavior terhadap Financial Satisfaction, dan terdapat pengaruh positif Financial Knowledge terhadap Financial Satisfaction. Sedangkan hasil yang didapat pada penelitian ini menunjukkan tidak terdapat pengaruh Risk Tolerance terhadap Financial Satisfaction.

Influence of the Dimension of Service Quality on Customer Satisfaction and Its Impact on Customer Loyalty PT Sun Life Financial Indonesia in Jakarta

FOCUS ◽  
2021 ◽  
Vol 2 (1) ◽  
pp. 38-47
Author(s):  
Suharyono Suharyono ◽  
Dini Setyo Azani
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Research Method ◽  
Quantitative Research ◽  
Equation Modeling ◽  
Survey Method ◽  
Quality Dimension

This study analyzes the quality dimension of customer service at PT Sun Life Financial Indonesia on customer satisfaction and its impact on customer loyalty. This study uses a survey method by disseminating questionnaires to customers in PT Sun Life Financial Indonesia as the respondent. Quantitative research method using technical analysis structural equation modeling (SEM) with application AMOS 22. The study used samples from 155 respondents. The results showed that the quality dimension of services such as responsiveness, assurance, empathy, and reliability has a positive and significant effect on customer satisfaction and has a positive and significant impact on customer loyalty.

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 Merek Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada Pelanggan Jasa JNE Di Yogyakarta

2021 ◽  
Vol 9 (2) ◽  
pp. 81-90
Author(s):  
Putri Wulandari ◽  
Heru Tri Sutiono ◽  
Sri Kussujaniatun
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Descriptive Analysis ◽  
Equation Modeling ◽  
Analysis Technique

The purpose of this study is to analyze the effect of service quality and brand image on customer loyalty through customer satisfaction to customer service JNE in Yogyakarta. The method used was purposive sampling, with the sampling of the population is based on certain criteria namely JNE service customer in Yogyakarta have used JNE service at least 2 times. The sample in this study were 270 respondents. Data analysis methods include descriptive analysis and quanitative analysis using the SEM (Structural Equation Modeling),an analysis technique based on PLS (Structural Equation Modeling). The result of this study prove that (1) service quality has a positive and significant effect on customer satisfaction (2) brand image service quality has a positive and significant effect on customer satisfaction (3) service quality has a positive and significant effect on customer loyalty (4) brand image has a positive and significant effect on customer loyalty (5) customer satisfaction has a positive and significant effect on customer loyalty (6) service quality has a positive and significant effect on customer loyalty through customer satisfaction (7) brand image has a positive and significant effect on customer loyalty through customer satisfaction.

scholarly journals An Empirical Analysis of Brand as Symbol, Perceived Transaction Value, Perceived Acquisition Value and Customer Loyalty Using Structural Equation Modeling

2019 ◽  
Vol 11 (7) ◽  
pp. 2116 ◽  
Author(s):  
Lee ◽  
Lee ◽  
Liang
Keyword(s):  
Structural Equation Modeling ◽  
Empirical Analysis ◽  
Customer Loyalty ◽  
Latent Variables ◽  
Structural Equation ◽  
Structural Models ◽  
Positive Influence ◽  
Equation Modeling ◽  
Measurement Models ◽  
Transaction Value

Today consumers’ demands and choices of products or services are constantly changing rapidly in the internet environment of information technology. The markets emphasize quality, service, and customization, which has been changing the consumption patterns in the decision-making process or companies’ production patterns. The enterprises are essential to respond the changes of the consumption side and production side in order to achieve sustainable development. Moreover, it is important to focus on the relationship of interaction with consumers. This study was intended to explore the influence of brand as symbol on consumer behavior to understand the relations between brand as symbol, perceived transaction value, perceived acquisition value, message-response involvement, and customer loyalty. The empirical analysis is performed by using Structural Equation Modeling (SEM), including measurement and structural models. The measurement models are examined with Confirmatory Factor Analysis (CFA) to identify the relations between latent variables and observed variables whereas the structural models are used to find out the relations between latent variables. Meanwhile, path analysis is adopted to understand the influence between the variables. A questionnaire survey was carried out on customers of chain beverage stores in the Chiayi area through convenient sampling 400 copies were administered and 387 valid samples were retrieved. The response rate was 97%. The results indicate that brand as symbol has significant positive influence on perceived transaction value, perceived acquisition value, and customer loyalty. This means brand as symbol alone can have an effect on customer loyalty and will not be influenced by the level of message-response involvement. This conclusion can be applied to help brand managers to establish close relations with consumers when performing brand design.

Perceived robotic server qualities and functions explaining customer loyalty in the theme park context

2020 ◽  
Vol 13 (12) ◽  
pp. 3895-3923
Author(s):  
Ady Milman ◽  
Asli Tasci ◽  
Tingting(Christina) Zhang
Keyword(s):  
Structural Equation Modeling ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Online Survey ◽  
Positive Influence ◽  
Equation Modeling ◽  
Theme Park ◽  
Content Type ◽  
Human Orientation ◽  
Complex Relationships

Purpose This paper aims to explore theme park visitors’ attitudes toward interacting with robots and investigated the qualities and functions of robotic servers and their influence on customers’ loyalty. A structural equation modeling approach was used to identify the complex relationships among variables in the entire network. Design/methodology/approach An online survey randomly assigned respondents to four different robotic server scenarios with robots that look like humans, animals, cartoon characters and anime features. The influence of robot types was investigated by manipulating robot type with four different pictures; however, the data were analyzed with a structural equation modeling model to identify the complex relationships rather than one-way analysis of variance to identify influences of robot types on different variables in separate analyzes. Findings The data collected from the 385 experienced theme park visitors revealed that perception of robots with human orientation and safety qualities had the strongest effect on the perceived robotic functionality, while emotions and co-creation qualities hardly had any effect on the perceived functionality, which included utilitarian rather than experiential functions such as excitement. Human orientation qualities, regardless of the specific robotic design, had a significant impact on perceived robotic functionality. The study also revealed a strong positive influence of perceived robotic functionality on customer loyalty. Originality/value The debate of whether or not to introduce and blend the growing robotic technology into the theme park experience is in its infancy. The study contributes to the theory of how robotics qualities and functions can augment customer loyalty.

scholarly journals PENGARUH CORPORATE REPUTATION, BRAND SATISFACTION DAN BRAND ATTITUDE TERHADAP CUSTOMER LOYALTY PADA INDUSTRI PENERBANGAN DI INDONESIA [THE EFFECT OF COMPANY REPUTATION, BRAND SATISFACTION AND BRAND ATTITUDES TOWARDS CUSTOMER LOYALTY IN THE FLIGHT INDUSTRY IN INDONESIA]

2021 ◽  
Vol 16 (1) ◽  
pp. 79
Author(s):  
Keni Keni ◽  
Purnama Dharmawan ◽  
Nicholas Wilson
Keyword(s):  
Structural Equation Modeling ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Impact ◽  
Equation Modeling ◽  
Survey Method ◽  
Brand Attitudes ◽  
Company Reputation ◽  
Modeling Software ◽  
Brand Satisfaction

<p><em>This research was conducted in order to uncover the effect of Reputasi Perusahaan, Kepuasan Merek and Sikap Merek, both direct and indirectly toward Loyalitas Konsumen in the Indonesian airlines industry. This research implemented survey method in which a total of 300 questionnaires were distributed to the respondents who participated in this research. After a thorough analysis, all of the data had been deemed valid and usable to be further processed in this research. All of the data were then further analyzed by using Partial Least Suares-Structural Equation Modeling (PLS-SEM) by using SmartPLS 3.2.8 modeling software. Based on the results of the data analysis, authors would like to conclude that both Reputasi Perusahaan and Kepuasan Merek had a positive impact on Loyalitas Konsumen, both directly and indirectly through Sikap Merek, in the Indonesian airlines industry.</em></p><p><strong>Abstrak dalam Bahasa Indonesia</strong> Penelitian ini dilakukan guna mengetahui bagaimana pengaruh reputasi perusahaan, kepuasan merek dan sikap merek terhadap loyalitas pelanggan pada industri penerbangan di Indonesia. Penelitian ini mengimplementasikan metode survei, dimana kuesioner dipilih dan digunakan sebagai instrumen untuk mengumpulkan data dari responden yang berpartisipasi didalam penelitian ini. Adapun kuesioner akan disebarkan kepada 300 responden yang berpartisipasi pada penelitian ini, dimana berdasarkan hasil analisis awal terhadap data penelitian, seluruh data dinyatakan valid dan dapat digunakan didalam penelitian ini. Setelah seluruh data berhasil dikumpulkan, maka data selanjutnya diolah dengan menggunakan metode Partial Least Squares-Structural Equation Modeling (PLS-SEM) dengan menggunakan perangkat lunak SmartPLS 3.2.8. Berdasarkan hasil analisis data, peneliti menyimpulkan bahwa reputasi perusahaan dan kepuasan merek berpengaruh positif terhadap loyalitas pelanggan, baik secara langsung maupun tidak langsung melalui sikap merek, pada industri penerbangan di Indonesia.</p><p> </p>

scholarly journals The influence of membership program on customer loyalty mediated by customer satisfaction

2021 ◽  
Vol 10 (6) ◽  
pp. 34-41
Author(s):  
Fadhil Muhammad ◽  
Fatkhur Rozi ◽  
Achmad Sani Supriyanto
Keyword(s):  
Structural Equation Modeling ◽  
Data Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Analysis Technique ◽  
The Relationship ◽  
Collection Methods

This research aimed to determine the effect of the membership programs on customer loyalty of “Kartu Aku” users at Alfamart Sunan Kalijaga Street, Malang City by involving customer satisfaction as mediating variable. This research employed a quantitative approach with a sample of 161 respondents determined by the Slovin formula. Data collection methods used a questionnaire. Meanwhile, the data analysis technique used SEM (Structural Equation Modeling) PLS, and the mediation test used bootstrapping with help of SmartPLS 3.3.3 software. The result showed that variable membership program had a significant effect on variable customer loyalty with t-statistics value 15,027, variable membership program had a significant effect on variable customer satisfaction with t-statistics value 14,391, variable customer satisfaction had a significant effect on variable customer loyalty with t-statistic value 2,818 and variable customer satisfaction significantly mediated the relationship between variable membership program and variable customer loyalty with t-statistics value 2,772.

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