Library Service Quality and Student Trust A Case Study of the University of Sumatera Utara Library, Indonesia

This study, conducted at the University of Sumatera Utara (USU) Library, aims to know the effect of service quality on customer trust and to determine student trust in library services based on levels of education. The research applied survey methods with quantitative approaches. Samples are determined using the Taro Yamane formula. The questionnaire covers 22 items of three LibQUAL dimensions. Data analysis techniques were performed using Structural Equation Modeling statistical analysis and path analysis by using the Lisrel version 8.5 application program. The results showed that service quality has a positive and significant effect on student trust. The level of trust in the library varies based on the levels of education. The dimensions of service quality with a positive and significant effect on student trust are the information control and the library as a place.

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Anteseden Dan Konsekuensi Dari Switching Cost Pada Industri Perbankan

JEBI | Jurnal Ekonomi Bisnis Indonesia ◽

10.36310/jebi.v14i01.122 ◽

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.

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EFFECT OF SERVICE QUALITY AND RELATIONSHIP MARKETING ON CUSTOMER SATISFACTION AND ITS IMPACT ON LOYALTY SERVICE ON WISMA SOEWARNA BRACH OFFICE (KCP) OF BNI OF TANGERANG

Dinasti International Journal of Digital Business Management ◽

10.31933/dijdbm.v1i2.133 ◽

2020 ◽

Vol 1 (2) ◽

pp. 154-164

Author(s):

Ela Ratna Yuwita ◽

Arissetyanto Nugroho

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Relationship Marketing ◽

Customer Loyalty ◽

Structural Equation ◽

Survey Methods ◽

Sampling Technique ◽

Equation Modeling ◽

Descriptive Research ◽

Marketing Variables

The purpose of this study is to determine the Effect of Service Quality and Relationship Marketing on Customer Satisfaction and Its Impact on Loyalty by measuring indicators that affect the variable Service Quality and Relationship Marketing on customer satisfaction variables and their implications on customer loyalty variables. This research applies a descriptive research design using survey methods. Sampling uses convinient sampling as a sampling technique. This study was tested using the structural equation modeling (Lisrel) approach to test the significance of the significance of the overall model and predetermined pathway. The findings show that Service Quality and Relationship Marketing variables significantly influence customer satisfaction variables. Further findings indicate that Service Quality and Relationship Marketing variables directly have a significant effect on customer loyalty variables. This study also shows that customer satisfaction has an influence on customer loyalty variables. It is recommended to companies to improve the excellence of Service Quality and Relationship Marketing.

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Analysis of Halal Certification Renewal Service Quality and Their Effect on the Customer’s Satisfaction and Loyalty in Yogyakarta (Case Study in Meatball Stall)

Journal of Food and Pharmaceutical Sciences ◽

10.22146/jfps.1148 ◽

2021 ◽

pp. 372-383

Author(s):

Jumeri Jumeri ◽

Khosyani ◽

Falah M.A.F

Keyword(s):

Structural Equation Modeling ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Latent Variables ◽

Structural Equation ◽

Equation Modeling ◽

Satisfaction Index

The society awareness in consuming halal, safe, and healthy foodstuff within these past few years kept on increasing. This was closely related to responsible food manufacturers which produced sustain halal foods, as evidenced by ownership halal certification. In order to increase the satisfaction of food producers and to maintain their commitment to extend the halal certificates, the quality of halal authority service should always be enhanced. This study aims to identify the Customer Satisfaction Index (CSI) value, to determine the influence of halal label and product attributes toward customer’s satisfaction and loyalty of meatball stalls in Yogyakarta, and to identify the influence of halal label toward selling volume on certified meatball stalls. The instruments used were questionnaires containing 21 quality attributes of halal certificate renewal service. Analyses were performed using Structural Equation Modeling (SEM). The model was composed of seven latent variables: halal certification, brand, price, taste, service, customer satisfaction and customer loyalty. Result of the research showed that taste and halal certification have significant effect on the customer’s satisfaction and loyalty of certified meatball stalls. Halal certification have affected the certified meatball stalls in Yogyakarta by increasing the selling volume of 25-37.5%.

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Higher Education Students’ Assessments towards Gamification and Sustainability: A Case Study

Sustainability ◽

10.3390/su12208513 ◽

2020 ◽

Vol 12 (20) ◽

pp. 8513

Author(s):

María Jesús Santos-Villalba ◽

Juan José Leiva Olivencia ◽

Magdalena Ramos Navas-Parejo ◽

María Dolores Benítez-Márquez

Keyword(s):

Higher Education ◽

Student Motivation ◽

Structural Equation ◽

Equation Modeling ◽

Teaching Staff ◽

Education Students ◽

The University ◽

Teaching Criteria

Some academics are pushing for teaching staff to implement didactical practices to obtain sustainable behavior. Moreover, a fundamental element of gamification in all educational stages is the noteworthy effect it has on student motivation. In our study, we examined higher education students’ assessments in the University of Malaga on the design of educational gamification and the teaching criteria that relate to gamification, and its effect on student’s motivation, the applications of gamification, and the attitude towards sustainability. A questionnaire was administered to students studying for degrees in education from the University of Malaga. A total of 187 valid surveys were obtained. Partial least squares structural equation modeling was computed for these data based on an exploratory–confirmatory model and using SmartPLS version 3.3.2. A positive relationship between assessment of students’ motivation and sustainability attitude was found. We found that the opinions of the students about the role of their training and teaching design material in education would affect students’ motivation and the sustainability behavior, although the power of this last construct is moderate.

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

INAQUE: Journal of Industrial & Quality Engineering ◽

10.34010/iqe.v9i2.5118 ◽

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.

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Analysis Effect of Service Quality, Educational Facilities, and Method of Learning, Student Satisfaction and Loyalty to Students - Studies in the University of Widyatama Bandung

European Journal of Social Sciences Education and Research ◽

10.26417/ejser.v10i1.p16-27 ◽

2017 ◽

Vol 10 (1) ◽

pp. 16

Author(s):

Yenny Maya Dora

Keyword(s):

Service Quality ◽

Student Satisfaction ◽

Structural Equation ◽

Equation Modeling ◽

Survey Method ◽

Educational Facilities ◽

Study Population ◽

The University ◽

Business And Management

This study aimed to analyze the effect of service quality, education facilities, and teaching methods in conjunction with student satisfaction and loyalty Widyatama University students. The research was conducted by survey method, the data obtained by distributing questionnaires to students. The study population was a student Of the Faculty of Business and Management, University of Widyatama. Data were analyzed using Structural Equation Modeling (SEM) with AMOS. From these results it can be concluded that the loyalty of the students affected by the quality of the service through student satisfaction. Loyalty affected by the Educational Facilities through student satisfaction. And loyalty is also influenced by learning through student satisfaction.

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Quality and image: The role of satisfaction and trust as intervening variables on loyalty of customer’s internet service providers

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v14i2.9358 ◽

2021 ◽

Vol 14 (2) ◽

pp. 282

Author(s):

Teuku Meldi Kesuma ◽

Mukhlis Yunus ◽

M. Ridha Siregar ◽

Abdul Muzammil

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Service Providers ◽

Corporate Image ◽

Equation Modeling ◽

Internet Service ◽

Customer Trust

Many factors can affect customer loyalty that some of them are service quality and corporate image. There are two objectives of this study. First, this study explains service quality and corporate image effects as antecedents for customer satisfaction, trust, and loyalty. Second, this study investigates the role of customer satisfaction and trust in mediating the service quality and corporate image effects on customer loyalty in the context of ISP customers. By using the purposive sampling technique, this study researched 270 ISP customers. The sample of data was statistically analyzed with the Structural Equation Modeling (SEM) and the Confirmatory Factor Analysis (CFA). This study confirmed that customer satisfaction, customer trust, and loyalty were directly affected by service quality and corporate image. Customer satisfaction and customer trust influenced customer loyalty significantly. The role of customer satisfaction and customer trust indirectly in mediating service quality and corporate image effects on customer loyalty was also confirmed by partial mediation. This study concludes by arguing that it needs to pay attention to service quality and the company’s good name levels to maintain customer loyalty.

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Customers trust mediation: effect of CSR and service quality towards e-WOM

International Research Journal of Management IT and Social Sciences ◽

10.21744/irjmis.v6n4.670 ◽

2019 ◽

Vol 6 (4) ◽

pp. 169-173 ◽

Cited By ~ 1

Author(s):

Ni Made Rastini ◽

Nyoman Nurcaya

Keyword(s):

Corporate Social Responsibility ◽

Social Responsibility ◽

Service Quality ◽

Structural Equation ◽

Mediation Effect ◽

Equation Modeling ◽

Collection Data ◽

Corporate Social ◽

Customer Trust

This study aims to explain the effect of Corporate Social Responsibility activities, service quality on customer trust in PT. Bali Regional Development Bank and explained that customer trust encourages customers to do e-word of mouth to others. To achieve this goal, 100 people are used by Bank X customers spread across Bali Province and will be taken by purposive sampling with questionnaires as the method of data collection. Data is processed using Structural Equation Modeling analysis tools. The results of this study indicate that trust mediates the effect of service quality and corporate social responsibility to e-WOM at PT Bank X. The results of this study are expected to be able to contribute ideas to the banking industry, especially PT. Bank X in building long-term trust. The long-term trust of customers will make PT. Bank X can still compete and even be superior to other banks operating in Bali Province. The advantages of PT. BPB Bali will affect the pace of development in Bali Province through the assistance of MSMEs as one of the CSR programs that it does.

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INFLUENCE OF SERVICE QUALITY AND FARE TOWARD CUSTOMER SATISFACTION AND ITS IMPACT ON CUSTOMER LOYALTY OF EXPRESS TAXI IN JAKARTA

JRMSI - Jurnal Riset Manajemen Sains Indonesia ◽

10.21009/jrmsi.006.2.07 ◽

2015 ◽

Vol 6 (2) ◽

pp. 618

Author(s):

Mohammad Rizan ◽

Erwin Fadillah ◽

Agung Kresnamurti R. P.

Keyword(s):

Structural Equation Modeling ◽

Data Analysis ◽

Data Collection ◽

Customer Satisfaction ◽

Service Quality ◽

Hypothesis Testing ◽

Customer Loyalty ◽

Structural Equation ◽

Survey Methods ◽

Equation Modeling

The purpose of this study was to: to examine empirically the effect of service quality to customer satisfaction on Express taxi, to examine empirically the effect of fare to customer satisfaction on Express taxi, to examine empirically the effect of customer satisfaction to customer loyalty on Express taxi, to examine empirically the effect of service quality to customer loyalty on Express taxi, and to examine empirically the effect of fare to customer loyalty on Express taxi. Data collection using survey methods. Sample of this study are 200 respondents who have using services of Express taxi more than two times in last three months. Data analysis using SPSS version 23 and SEM (Structural Equation Modeling) LISREL version 8.7. Results of hypothesis testing showed: service quality have positive and significant effect on customer satisfaction, fare have positive and significant effect on customer satisfaction, customer satisfaction have positive and significant effect on customer loyalty, service quality have positive and not significant effect to on customer loyalty. fare have positive and significant effect to on customer loyalty. Rated fit model with value of RMSEA 0.043, value of RMR 0.043, value of CMIN/DF 1.88, value of NFI 0.96, value of NNFI 0.98, and value of CFI 0.98. The results of this research beneficial to transportation company, especially Express taxi in Jakarta, to create better strategy in improving customer loyalty. Keywords: service quality, fare, customer satisfaction, customer loyalty, transportation

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The Effect of Service Quality on Customer Satisfaction in an Automotive After-Sales Service

Journal of Open Innovation Technology Market and Complexity ◽

10.3390/joitmc7020116 ◽

2021 ◽

Vol 7 (2) ◽

pp. 116

Author(s):

Justine Roy Balinado ◽

Yogi Tri Prasetyo ◽

Michael Nayat Young ◽

Satria Fadil Persada ◽

Bobby Ardiansyah Miraja ◽

...

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Automotive Industry ◽

Structural Equation ◽

Equation Modeling ◽

Factors Affecting ◽

Customer Expectations ◽

Significant Relationships ◽

Customer Trust

Assessment of service quality has been widely utilized in after-sales service, especially in the automotive industry. The purpose of the study was to determine factors affecting customer satisfaction in an automotive after-sales service at Toyota Dasmarinas-Cavite Philippines by utilizing the SERVQUAL approach. Several SERVQUAL dimensions such as tangibles, reliability, responsiveness, assurance, and empathy were analyzed simultaneously to the customer satisfaction. Structural equation modeling (SEM) indicated that among the five SERVQUAL dimensions, reliability and empathy were found to have significant relationships to the satisfaction of customers at Toyota Dasmarinas-Cavite Philippines. Interestingly, tangibles, responsiveness, and assurance were found to have no significant relationships to satisfaction. The servicing dealer must deliver a high quality of service to meet customer expectations and achieve high customer satisfaction, which subsequently builds customer trust towards the company. With these, customer retention and loyalty can be attained by the company that can also increase the company’s profit and competitive advantage.

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