scholarly journals Dampak E-Servive Quality Terhadap E-Satisfaction Serta Implikasinya Pada Online Repurchase B2C Shopee.com

2020 ◽  
Vol 10 (1) ◽  
pp. 109-118
Author(s):  
Raras Ivastya ◽  
Zaenal Fanani
Keyword(s):  
Service Quality ◽  
Least Square Method ◽  
Partial Least Square ◽  
Least Square ◽  
Online Questionnaire ◽  
Online Data ◽  
Partial Least Square Method ◽  
Relationship Of ◽  
The Relationship ◽  
Positive Effect

Internet services that were introduced in 1993 have an impact on behavior change and the ways of consumer decisions making. On the other hand, the emergence of various developments in information technology, connectivity and smartphones are also slowly able to change the way of consumers for meet the needs of a product or service. This research was conducted for intention to examine the effect of e-service quality on e-satisfaction and implications on B2C consumer repurchase online. Data was taken using an online questionnaire and distributed to B2C consumers with the last amount of data collected as many as 312 questionnaires and then be analyzed using the partial least square method. The results of the analysis show that e-service quality provides a significant positive effect on e-satisfaction and online repurchase for B2C consumers. In other results show e-satisfaction has a significant effect on online repurchase and is able to be a partial mediator of the relationship of e-service quality with online repurchase of B2C consumers.

scholarly journals PERSEPSI MAHASISWA ATAS KUALITAS PELAYANAN LABORATORIUM BANK MINI STIE KESATUAN DAN IMPLIKASINYA TERHADAP KEPUASAN MAHASISWA

2018 ◽  
Vol 2 (1) ◽  
pp. 13 ◽  
Author(s):  
Muhammad Ariffin ◽  
Suharmiati Suharmiati ◽  
Andi Yudha Amwilla
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Least Square Method ◽  
Positive Influence ◽  
Partial Least Square ◽  
Least Square ◽  
Physical Evidence ◽  
Partial Least Square Method

The Purpose of  this research is to measure the influence of the service quality of Laboratorium Bank Mini on student’s satisfaction. This research was conducted in STIE Kesatuan Bogor with 100 respondents. Data were analyzed using partial least square method. The results showed that the Physical Evidence, Reliability, Responsiveness, Assurance and Empathy has a significant and positive influence on the student satisfaction of Laboratorium Bank Mini STIE Kesatuan.   Keywords: Service Quality, Student Satisfaction, Laboratorium Bank Mini.

scholarly journals PENGARUH KEBIASAAN BERKENDARA TERHADAP PERILAKU BERKENDARA DAN ATRIBUT BERKENDARA DRIVER OJEK ONLINE (STUDI KASUS)

2020 ◽  
Vol 15 (3) ◽  
pp. 169-176
Author(s):  
Novie Susanto ◽  
Esa Akhmad Mujahidin ◽  
Siswanto Siswanto
Keyword(s):  
Significant Relationship ◽  
Least Square Method ◽  
Driving Behavior ◽  
Partial Least Square ◽  
Least Square ◽  
Taxi Drivers ◽  
Partial Least Square Method ◽  
Motorcycle Taxi ◽  
The Relationship

Ojek online hadir ditengah banyaknya jumlah sepeda motor dengan melihat peluang bisnis ojek online. Jumlah kendaraan bermotor tiap tahunnya yang semakin meningkat menyebabkan jumlah kecelakaan yang terjadi dari tahun ke tahun juga ikut mengalami peningkatan. Menganalisis hubungan antara kebiasaan berkendara terhadap perilaku berkendara dan atribut berkendara merupakan langkah pencegahan kecelakaan pada driver ojek online. Penelitian ini menggunakan metode PLS (Partial Least Square) untuk menganalisis hubungan antara variabel kebiasaan berkendara terhadap perilaku dan atribut berkendara. Berdasarkan hasil pengujian dari metode PLS didapatkan kebiasaan berkendara memeiliki hubungan signifikan dengan t-stat 4,584 terhadap atribut berkendara. Variabel kebiasaan berkendara memiliki hubungan yang signifikan terhadap erilaku berkendara dengan t-stat 64,533. Perilaku berkendara memiliki hubungan yang signifikan terhadap atribut berkendara dengan nilai t-stat 3,567. Abstract[THE EFFECT OF DRIVING HABITS TO DRIVING BEHAVIOR AND DRIVING ATTRIBUTE OF ONLINE MOTORCYCLE TAXI DRIVERS (A CASE STUDY)] Online motorcycle taxi comes in the middle of the number of motorbikes by looking at the motorcycle taxi business opportunities online. The number of vehicles that are increasing every year which increases causing the number that occurs from year to year which also increases. Analyzing the relationship between driving while traffic and the attribute of riding traffic towards OJEK ONLINE drivers is one of effort to decrease the number of accidents. This study uses the PLS (Partial Least Square) method to analyze the relationship between driving habits variables on driving behavior and attributes. Based on the test results of the PLS method, it is showed that driving habits have a significant relationship with the t-stat 4,584 to the driving attributes. The driving habits variable has a significant relationship to driving behavior with t-stat 64,533. Driving behavior has a significant relationship to driving attributes with a t-stat value of 3.567. Keywords: driving habits; driving behavior; driving attributes; PLS; online motorcycle taxi

scholarly journals The Effect of E-Service Quality on Satisfaction and Its Impact on Customer Loyalty of Mobile Banking Users (Case Study of Bank Syariah Mandiri KCP Belawan)

2021 ◽  
Vol 4 (2) ◽  
pp. 2717-2729
Author(s):  
Marliyah Marliyah ◽  
M. Ridwan ◽  
Ayu Kartika Sari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Mobile Banking ◽  
Sample Number ◽  
Relationship Of ◽  
The Relationship

Bank Syariah Mandiri (BSM) is a real example of a bank that has utilized information technology as an additional service provided to improve the customer experience in transacting online via the internet, namely through a mobile banking application. The application of mobile banking is one form of BSM's commitment in providing good quality electronic services, and can be felt and assessed by customers who have used it. These assessments can then affect their level of satisfaction. Based on this, it then encouraged researchers to test the influence of the quality of mobile banking electronic services offered by Bank Syariah Mandiri KCP Belawan on the satisfaction and loyalty of mobile banking users. This research is intended to analyze the effect of e-service quality on customer satisfaction and its impact on customer loyalty. Questionnaire items used as many as 35 items. Data collection is done by distributing questionnaires to customers of Bank Syariah Mandiri KCP Belawan who at least have an account and use BSM mobile banking application for 3 (three) months with a sample number of 84 people determined by nonprobability sampling method. The analytical technique used is Structural Equation Modeling Partial Least Square (SEM-PLS). The results obtained in this study are that: (1) The relationship of e-service quality has a positive and significant effect on customer satisfaction. This can be proven from the t-value greater than 1.96 which is 13,230. Thus, H1 in this study was accepted. (2) The relationship of e-service quality has a positive and significant effect on customer loyalty. This can be proven from the t-value greater than 1.96 which is 3,267. Thus, H2 in this study was accepted. (3) Customer satisfaction relationship has a positive and significant effect on customer loyalty. This can be proven from the t-value greater than 1.96 which is 3,666. Thus, H3 in this study was accepted.

scholarly journals Pengaruh Service Quality dan Staff Behaviour terhadap Brand Loyalty TIKI di Jakarta Utara: Customer Satisfaction sebagai Variabel Mediasi

2019 ◽  
Vol 1 (1) ◽  
pp. 150
Author(s):  
Rendy Surya
Keyword(s):  
Data Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Loyalty ◽  
Partial Least Square ◽  
Least Square ◽  
The Relationship ◽  
Positive Effect ◽  
Effect Test

The purposes of this study are: First, to explore the effect among service quality on brand loyalty. Second, to explore the effect among staff behaviour on brand loyalty. Third, to explore the effect among service quality on customer satisfaction. Fourth, to explore the effect of customer satisfaction on brand loyalty. Fifth, to find out if customer satisfaction is able to mediate service quality toward brand loyalty. The populations of this research are all TIKI’s customer in Jakarta. The samples of this research are collected from TIKI’s customer in North Jakarta. The method of data collection was conducted by distributing questionnaires 200 respondents. The technique of data analysis used in this study was Partial Least Square and indirect effect test for mediation variable to example the hypotheses. The result are: first, the relationship between service quality have a significant and positive effect toward brand loyalty; second, the relationship between staff behaviour have a significant and positive effect toward brand loyalty; third, the relationship between service quality have a significant and positive effect toward customer satisfaction; forth, customer satisfaction have a significant and positive effect toward brand loyalty; fifth, customer satisfaction will mediate the effect between service quality on brand loyalty.

scholarly journals PENGARUH KEPUASAN PELANGGAN SEBAGAI VARIABEL MEDIASI HARGA DAN KUALITAS PELAYANAN TERHADAP REPEAT BUYING (Studi Pada Pelanggan Barbershop di Kota Malang)

2020 ◽  
Vol 13 (2) ◽  
pp. 131
Author(s):  
Achmad Zaini ◽  
Diana Eka Poernamawati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Analytical Tool ◽  
Partial Least Square ◽  
Least Square ◽  
Significant Positive Effect ◽  
Pls Analysis ◽  
The Relationship ◽  
Positive Effect

This study aims to analyze the variables of price and quality of customer in influencing repeat buying both directly and indirectly through variable of customer satisfaction. The analytical tool used in this study is Partial Least Square (PLS) analysis. The results showed several findings that were consistent with previous studies. The price variable has a significant positive effect on Barbershop customer satisfaction The service quality variable has a significant positive effect on customer satisfaction Variable customer satisfaction has a significant effect on repeat buying Price variable has no significant effect on repeat buying. Price variable has a significant positive effect on repeat buying through customer satisfaction variables The customer satisfaction variable is a full mediator. Service quality variable has a significant positive effect on repeat buying Service quality variable has a significant positive effect on repeat buying through customer satisfaction variables Variable customer satisfaction is a partial mediator. The relationship between the variables involved are: price, service quality, customer satisfaction and repeat buying of 89.56%,

scholarly journals Brand image among the purchase decision determinants

2020 ◽  
Vol 4 (3) ◽  
pp. 700
Author(s):  
Novan Andrianto ◽  
Achmad Yanu Alif Fianto
Keyword(s):  
Service Quality ◽  
Word Of Mouth ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Mediating Effect ◽  
Purchase Decision ◽  
Perceived Price ◽  
Relationship Of ◽  
The Relationship

The purpose of this research was to measure the effect of word of mouth, perceived price, and service quality toward brand image and purchase decision. This research also aimed to measure the mediating effect of Brand Image toward the relationship between word of mouth, perceive price, and service quality with the purchase decision. This study used a survey technique that utilised questionnaires as research instruments for 200 respondents who have visited Surabaya hotels as well as Partial Least Square (PLS) data analysis techniques. The findings in this research proved that Word of Mouth, Perceived Price, and Service Quality have a significant positive effect on Brand Image and Purchase Decision. This research also revealed that brand image also has an intervening effect in the relationship of Word of Mouth, Perceived Price, and Service Quality with Purchase Decision.

scholarly journals HOW DOES A UNIVERSITY OF CHOICE COME TO STUDENTS’ MIND? FROM THE ASPECT OF THE E-SERVICESCAPE OF UNIVERSITY’S WEBSITE

2020 ◽  
Vol 10 (1) ◽  
pp. 90
Author(s):  
Kardina Yudha Parwati
Keyword(s):  
Service Quality ◽  
Significant Influence ◽  
Sampling Technique ◽  
Least Square Method ◽  
Private University ◽  
Partial Least Square ◽  
Least Square ◽  
Intention To Use ◽  
Perceived Service Quality ◽  
Partial Least Square Method

The goals of this study are want to explore the effect of the e-servicescape on private university’s website towards student’s intention to use the service. This study also wants to know about how does the effect of the e-servicescape towards perceived private university’s service quality, and how does the perceived private university’s service quality effect towards student’s intention to use that service. This study is explanatory research which is using a quantitative approach. A survey using a questionnaire was conducted to collect the data. Moreover, the data of this study was measure in 5 rates Likert’s scale and then analyzed using Partial Least Square Method with SmartPLS3 software. The population of this study are the students of a private university in Indonesia. The sample of this study is 165 students of a private university in Indonesia. Purposive sampling technique is used by criteria as follow, the respondent must be private university students and have been seen and looking about their university’s website when still school leavers back then. The result of this study is that there is a significant influence of the e-servicescape to the perceived service quality. Furthermore, perceived service quality also found to have a significant influence on the student’s intention to use the private university service. This study also found that e-servicescape only is not enough to influence the student’s intention to use the private university service, and must be mediated by perceived service quality.

scholarly journals The Effect of Service Quality on Customer Loyalty Mediated by Customer Satisfaction in Tourism Villages in Badung Regency

2020 ◽  
Vol 7 (1) ◽  
pp. 46-52
Author(s):  
I Gusti Ngurah Surahman ◽  
Putu Ngurah Suyatna Yasa ◽  
Ni Made Wahyuni
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship

The aims of this research was to determine the effect of service quality with customer loyalty. And customer satisfaction as a mediator between the relationship of service quality with customer loyalty. This research was collected data from 100 respondents who were customers who visited the Tourism Village in Badung Regency. The data were analyzed using structural equation modeling with partial least square approach. The results indicate an insignificant direct effect of service quality on customer loyalty. Significant direct influence on service quality with customer satisfaction, and customer satisfaction with customer loyalty. Furthermore, the results show an indirect effect between service quality and customer loyalty, which is mediated by customer satisfaction. The findings was empirically indicate that service quality has a negative effect on customer satisfaction. And customer satisfaction has a full mediating effect, customer satisfaction is important explaining the quality of service to drive customer loyalty. Based on the results it can be concluded that this research offers empirical evidence of the relationship of service quality, customer satisfaction and customer loyalty. This research makes a theoretical contribution to clarifying the high level of service quality increasing customer loyalty through customer satisfaction.

A Consuequence of Statisfaction and Loyalty: How Brand nd Purchase Intention Affect Its (An empirical study of Bengkulu)

2020 ◽  
Vol 7 (2) ◽  
pp. 61-70
Author(s):  
Fachri Eka Saputra ◽  
Fedyah Anggriani
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Purchase Intention ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Price Fairness ◽  
Online Questionnaire ◽  
Positive Effect ◽  
Descriptive Method

The purpose of this study as to determine how the effect of waterpark image and price fairness on customer satisfaction and its implications for customer loyalty at Waterpark Wahana Surya Bengkulu. The measurement of this study uses 14 indicator items which are distributed using an online questionnaire. The number of samples in this study were 136 respondents and the data were analyzed using SEM PLS (Partial Least Square). Date were collected using a questionnaire using a Likert scale. This research used descriptive method with a quantitative approach. The type of data used in this study is primary data. The results of this study prove that 1. waterpark image has a positive effect on price fairness, 2. Waterpark image has a positive effect on customer satisfaction, 3. Fairness of price has a positive effect on customer satisfaction, 4. Waterpark image has a positive effect on customer loyalty, 5. Fairness of price has a positive effect on customer loyalty, 6. Customer satisfaction has no effect on customer loyalty.

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