scholarly journals THE EFFECT OF SERVICE QUALITY AND BRAND IMAGE TO IMPROVE THE SATISFACTION AND LOYALTY OF BIGTV CUSTOMERS IN SEMARANG

2019 ◽  
Vol 17 (3) ◽  
pp. 188
Author(s):  
Nindita Gabriele Pragunadi ◽  
I Made Sukresna ◽  
Sutopo Sutopo
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Sample Selection ◽  
Research Problem ◽  
Equation Modeling ◽  
Analysis Tool ◽  
Positive Effect ◽  
Test Result

The problem that happened in this research is the decrease of BIGTV customer loyalty of Semarang which result in customer decision to unsubscribe. This is evident from the increasing number of subscribers who have been subscribed for more than 1 year but unsubscribed in the first half of 2015. So the formulation of this research problem is how to increase customer loyalty BIGTV Semarang and BIGTV Semarang customer decisions to re-subscribe allegedly influenced by the quality service, and brand image. This study aims to analyze the influence of service quality and brand image directly or indirectly to customer loyalty with mediated by satisfaction. Sample selection using purposive sampling. The sample used is 150 people BIGTV Semarang customers. The analysis tool used is structural equation modeling. Based on the results of research, service quality and brand image have a positive effect on satisfaction and loyalty, while satisfaction has a positive effect on loyalty. Based on the fit model test, 7 indicator test result stated that all models have a good fit. So from this, it can be concluded that the model has a good enough fit to predict customer loyalty

Determinants of Customer Loyalty Dimensions

2021 ◽  
Vol 19 (1) ◽  
pp. 1-23
Author(s):  
Doddahulugappa Goutam ◽  
Gopalakrishna B. V. ◽  
Shirshendu Ganguli
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Survey Method ◽  
Substantial Impact ◽  
Factors Influencing ◽  
Positive Effect ◽  
Email Survey

This study aims to explore the factors influencing attitudinal, affective, as well as cognitive loyalties. Theoretical framework was developed by integrating the e-service quality, e-satisfaction, e-loyalty (the three dimensions), e-commitment, and e-trust. Nine hundred thirty-seven valid replies were collected from internet shoppers through using email survey method. Exploratory factor analysis as well as Structural equation modeling was accomplished to examine the anticipated model by using SPSS-V23 and AMOS-V23. Results confirm that e-service quality has an influence on satisfaction, trust, and commitment. The authors have considered e-satisfaction, e-trust, and e-commitment as mediating variables between e-service quality and e-loyalty dimensions and tested for it as well. E-satisfaction has a substantial impact on e-trust and trust acts as a mediator between satisfaction and attitudinal, affective, and cognitive loyalty. Further, e-trust has an influence on commitment and commitment acts as a mediator between trust and attitudinal, affective, and cognitive loyalty. Moreover, commitment has a positive effect on attitudinal and cognitive loyalty but does not have any impact on affective loyalty.

scholarly journals Building customer loyalty for light steel products “Kencana Truss” in Bali

2019 ◽  
Vol 6 (4) ◽  
pp. 156-168
Author(s):  
I Komang Adi Dana Wijaya ◽  
Ni Wayan Sri Suprapti
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Modeling ◽  
Brand Trust ◽  
Significant Positive Effect ◽  
Analysis Technique ◽  
Positive Effect

The purpose of this study is to explain the effect of product quality on customer satisfaction mediated by brand image and brand trust, ultimately determining customer loyalty. The questionnaire distributed 175 copies to the users of Kencana Truss light steel in Bali Province, but valid for processing 133 copies. Data were analyzed using SEM (Structural Equation Modeling) analysis technique. The results of this study found that variable product quality, brand image, and brand trust have a significant positive effect on customer satisfaction. Customer satisfaction variables have a significant positive effect on customer loyalty. Variable brand image and brand trust, significantly mediate the effect of product quality on customer satisfaction. Similarly, customer satisfaction mediates the effect of brand image and brand trust on customer loyalty. The implications of the results of this study indicate that product quality is found as a major factor in increasing customer satisfaction which ultimately results in customer loyalty. Providers of light steel products should pay special attention to product quality, so customer satisfaction and loyalty can be maintained.

Modelling halal restaurant’s brand image and customer’s revisit intention

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yunia Wardi ◽  
Okki Trinanda ◽  
Abror Abror
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Modeling ◽  
Significant Positive Effect ◽  
Health Awareness ◽  
Content Type ◽  
Revisit Intention ◽  
Quality Health ◽  
Positive Effect

Purpose Limited research has investigated the antecedents of halal restaurant’s brand image and its consequence to customer’s revisit intention empirically. This study aims to fill this gap by providing an insight into the relationship of halal restaurant brand image toward revisit intention, and the crucial antecedents of halal restaurant’s brand image, taking Rumah Makan Padang as a unit of analysis. Rumah Makan Padang (Padang Restaurant) is a type of halal restaurant in Indonesia originating from West Sumatra. These restaurants are widely spread in Indonesia and also in other countries where Indonesians migrate. Design/methodology/approach The research design was cross-sectional. Data were collected from various Rumah Makan Padang in West Sumatera, Indonesia. The proposed model was tested using structural equation modeling with a sample size of 450 respondents. Findings This study confirmed that halal restaurant’s brand image has a significant positive effect on customer’s revisit intention. Furthermore, the antecedents of halal restaurants brand image (i.e. service quality, health awareness and religiosity) were also found to have significant positive effect on halal restaurant’s brand image, Whereas, halal preferences do not have an influence on its brand image. Originality/value To the author’s knowledge, this study is among the first to provide a holistic approach toward the antecedents of halal restaurants brand image (i.e. halal preference, service quality, health awareness and religiosity) and investigated the effect of halal restaurant’s brand image on customer’s revisit intention. This study also proves the effect of religiosity on brand image, which has not been discussed in previous studies. From a market-specific context, this is also the first study that investigated the antecedents of Rumah Makan Padang’s brand image and its consequence to revisit intention.

scholarly journals Pengaruh Kualitas Layanan terhadap Loyalitas Melalui Variabel Kepuasan pada Lembaga Amil Zakat (Studi pada Baituzzakah Pertamina Kantor Pusat)

2018 ◽  
Vol 2 (1) ◽  
pp. 34
Author(s):  
Nurul Musqari ◽  
Nurul Huda
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Purposive Sampling ◽  
Negative Effect ◽  
Positive Effect ◽  
Research Service

The purpose of this study was to determine the effect of service quality on customer loyalty through satisfaction variable in BAZMA Pertamina Office. Respondents were muzaki who distribute their zakah, infaq and shodaqoh through BAZMA. Total  respondents 130 muzaki using purposive sampling, analysis using Structural Equation Modeling (SEM) with AMOS program. Results of this research, Service quality has positive effect and significant  on satisfaction muzaki. Satisfaction has positif effect and significant on loyalty muzaki. Service quality has negative effect and not significant on loyalty muzaki.

scholarly journals ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN (Persepsi Konsumen Hotel Golden Tulip Tangerang)

2021 ◽  
Vol 10 (2) ◽  
pp. 159
Author(s):  
Pandji Pratopo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Service Providers ◽  
Tourism Industry ◽  
Equation Modeling ◽  
Future Research ◽  
Analysis Tool ◽  
Consumer Expectations ◽  
Positive Effect

<p><em>Hotels are an element of the tourism industry and play a very important role in providing services to tourists. Each hotel tries to improve its facilities and service quality. If consumers enjoy services that are much lower than they expected, consumers will lose interest in these service providers, and the hotel will eventually lose customers. Conversely, if consumers enjoy services higher than their expectations, then consumers will feel satisfied. Based on the research background, the questions that arise in this study are which factors have the most influence on customer satisfaction on the service quality of the Golden Tulip Hotel Tangerang, and what factors have the greatest influence on customer service expectations of the Golden Tulip Hotel Tangerang. The research model developed in this study consists of four dimensions, namely service quality, consumer expectations, and customer satisfaction, with two hypotheses to be tested. The test was carried out using the Structural Equation Modeling (SEM) analysis tool in the LISREL program on 100 respondents who were consumers of the Golden Tulip Hotel Tangerang. The results of data analysis indicate that the two proposed hypotheses are acceptable, and it can be concluded that service quality has a positive effect on customer satisfaction, and consumer expectations have a positive effect on customer satisfaction. This study also links the research results with the theoretical implications and policies of the Golden Tulip Hotel Tangerang management, which are described in the conclusion section. Research limitations and future research agendas can be used as a reference for future researchers.</em></p><p><strong><em>Keywords</em></strong><em>: service quality, customer expectations, customer satisfaction</em></p>

scholarly journals PENGARUH SERVICE QUALITY, BRAND IMAGE, BRAND EQUITY DAN CORPORATE REBRANDING TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN PADA TRANSMART INDONESIA

BISMA ◽  
2020 ◽  
Vol 14 (3) ◽  
pp. 191
Author(s):  
Raden Andi Sularso
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Equity ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Corporate Rebranding ◽  
Customer Satisfaction And Loyalty

This study analyzes the effect of service quality, brand image, brand equity, and corporate rebranding on customer satisfaction and loyalty of Transmart. The sample consisted of 200 respondents taken using the random sampling technique. Data were analyzed using Structural Equation Modeling. The results prove that service quality, brand image, and brand equity affect customer satisfaction and loyalty of Transmart. Corporate rebranding has a direct effect on customer satisfaction but does not affect the customer loyalty of Transmart. Keywords: brand equity, brand image, corporate rebranding, service quality

scholarly journals ANALYSIS THE EFFECT OF SERVICE QUALITY, PRICE ADVANTAGES, AND MARKETER’S BEHAVIORAL TOWARDS CUSTOMER SATISFACTION IN ORDER TO INCREASE CUSTOMER LOYALTY (Study in PT. DES TEKNOLOGI INFORMASI)

2019 ◽  
Vol 17 (1) ◽  
pp. 63
Author(s):  
Edwin Krisna Nugroho
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
User Satisfaction ◽  
Service User ◽  
Structural Equation ◽  
Empirical Studies ◽  
Positive Influence ◽  
Equation Modeling ◽  
Positive Effect

This research is aimed to examine the effect of Service Quality, Price Excellence, and Marketers Behavioral Behavior, to Customer Satisfaction, and its impact on Customer Loyalty. The problem of research is how to improve Customer Loyalty, by improving Customer Satisfaction, through Service Quality, Price Excellence, and Behavior Ethics of Marketers?The sample in this research is the customer of PT. DES Teknologi Informasi of 150 respondents. Data analysis is done by Structural Equation Modeling (SEM) using AMOS software. The results of the analysis show that Service Quality, Price Excellence, Marketers Behavior Ethics, have a positive and significant influence on Service User Satisfaction, in order to increase Service User Loyalty.The results of these empirical studies have an indication that Service Quality has a positive influence on Customer Satisfaction; Price advantage has a positive effect on Customer Satisfaction; Behavior Ethics Marketers have a positive influence on Customer Satisfaction; User Service Satisfaction has a positive effect on Customer Loyalty.

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 THE EFFECT OF PRICE PERCEPTION AND SERVICE QUALITY ON BRAND IMAGE FOR IMPROVING INTEREST IN USING GO-JEK (Study On GO-JEK In Semarang City)

2019 ◽  
Vol 17 (1) ◽  
pp. 53
Author(s):  
Septy Setia Nugraha
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Modeling ◽  
Payment Systems ◽  
Price Perception ◽  
Competitive Prices ◽  
Positive Effect

This research is conducted to test how big influence of price perception and service quality to brand image in increasing interest to use go-jek.  Samples were taken from the company's services go-jek number of 110 respondents, Structural Equation Modeling (SEM) was run by AMOS software, was used to analyze the data obtained, the analysis shows that the perception of price and service quality has a positive effect on the image of the brand in increasing interest in using. The most dominant variable in influencing interest in using with the mediation of brand image is the perception of price and service quality. The suggested implications are that the mock companies are able to create a brand image through competitive prices, easy payment systems and improved service quality

scholarly journals SERVICE QUALITY, PRICE, CUSTOMER SATISFACTION AND CUSTOMER LOYALTY: A STUDY OF CONVENIENCE STORES IN HO CHI MINH CITY

2020 ◽  
Vol 37 (01) ◽  
Author(s):  
DAM TRI CUONG ◽  
NGUYEN THANH LONG
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Ho Chi Minh City ◽  
Equation Modeling ◽  
Future Research ◽  
Significant Positive Effect ◽  
Convenience Stores ◽  
Positive Effect

This study aims to examine the relationship between the service quality, price, customer satisfaction and customer loyalty for the convenience stores in Ho Chi Minh City. These relationships were tested with a sample of 358 customers at convenience stores in Ho Chi Minh City. By using the partial least squared structural equation modeling (PLS-SEM) with SmartPLS software for data analysis. The finding showed that service quality has a significant positive effect on both of customer satisfaction and customer loyalty. The finding of this paper also showed that price has a significant positive effect on both of customer satisfaction and customer loyalty. The finding also showed that customer satisfaction has a significant positive effect on customer loyalty. From the above results, the study offers implications for managers and directions for future research.

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