PENGARUH RELIGITAS, KUALITAS LAYANAN DAN TRUST TERHADAP LOYALITAS NASABAH BANK SYARIAH DI KOTA BOGOR

ABSTRACT The role of Islamic banking in the national economy becomes more strategic as the government is facing fiscal limitation in funding the development. The growth of Islamic banking, a bank managed by implementing the principles of Islamic law, has not been satisfactory. This can be examined by referring to the role of Islamic banking in national banking which is till in the rate of less than 5 percent. This research aims to observe the influences of religiosity and service quality on trust and customer loyalty, as well as to observe the influence of trust on customer loyaltyof Islamic Bank in Bogor. By collecting 76 samples of Islamic bank customers in Bogor and utilizing structural equation modeling partial least square (SEM-PLS) as the technique of analysis, it is revealed that the aspects of religiosity and service quality are influential on loyalty if it is supported by trust. Meanwhile, the trust itself has a positive influence on loyalty. The finding implies that to increase the loyalty of Islamic bank customers, customer trust should be built.

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Exploring the role of service quality, atmosphere and food for revisits in restaurants by using a e-mystery guest approach

Journal of Hospitality and Tourism Insights ◽

10.1108/jhti-04-2020-0048 ◽

2020 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Bernhard Fabian Bichler ◽

Birgit Pikkemaat ◽

Mike Peters

Keyword(s):

Service Quality ◽

Food Quality ◽

Structural Equation ◽

Tourism Industry ◽

Partial Least Square ◽

Least Square ◽

Equation Modeling ◽

Content Type ◽

Revisit Intention

PurposeQuality in foodservices has become essential, and new methodological ways of determining service quality enable a better representation of service processes and help to increase revisits. This paper focuses on the foodservice context and explores the relationship between staff-related service dimensions, atmosphere, food quality and revisit in a full-service setting.Design/methodology/approachThis study combines an often neglected mystery guest approach with partial least square–structural equation modeling (PLS-SEM) to shed more light on customers' service perceptions. The mystery guest approach has been updated with a digitally supported smartphone questionnaire (e-mystery) that provides more reliable results since previous measurements experienced difficulties of feasibility in time-limited settings (N = 247).FindingsThe findings of this study confirm the direct effects of the service quality dimensions reliability, attentiveness and atmosphere on revisit intention and highlight the mediating role of food quality. In detail, the findings showed significant results for service employees' reliability and attentiveness and underlined the role of atmosphere for revisit intention.Originality/valueThe contribution of this paper supplements that mystery guest approaches represent a reliable alternative to convenience sampling, especially in combination with a digitally supported questionnaire (e-mystery). Thereby, this paper suggests the further application of e-mystery for the hospitality and tourism industry. In terms of implications, this study highlights the importance of securing food quality by fostering specialized schools and training programs for career starters. Since the findings stress the importance of service quality and atmosphere, managers need to ensure that employees are trained in culturally sensitive communication and services to excel in service-related dimensions.

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The Role of Mediation Electronic Word of Mouth (E-WoM) in Relationship Quality of Services and Tourism Products Against Visiting Decisions

Journal of Economics Research and Social Sciences ◽

10.18196/jerss.v5i1.10948 ◽

2021 ◽

Vol 5 (1) ◽

pp. 64-76

Author(s):

Asep Rahmat Taryadi ◽

Muchammad Agung Miftahuddin

Keyword(s):

Service Quality ◽

Structural Equation ◽

Word Of Mouth ◽

Partial Least Square ◽

Least Square ◽

Equation Modeling ◽

Electronic Word Of Mouth ◽

Mediating Role ◽

The Relationship

The purpose of this study was to analyze the mediating role of electronic word of mouth in the relationship between tourism products and service quality on the decision to visit tourists to Pangandaran Beach. This research is explanatory research, and the data collection is done by distributing questionnaires. The sample in this study amounted to 95 visitors to Pangandaran beach, who were selected using the purposive sampling method. Based on the analysis using Structural Equation Modeling (SEM) with the Partial Least Square (PLS) approach, the results indicate that service quality and tourism products have a significant positive effect on visiting decisions. However, electronic word of mouth does not mediate the relationship between service quality and tourism products on tourists visiting decisions.

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Pengaruh Kualitas Pelayanan dan Kualitas Pembelajaran Terhadap Kepuasan Mahasiswa Dengan Metode SEM-PLS

Operations Excellence Journal of Applied Industrial Engineering ◽

10.22441/oe.v.10.3.2018.015 ◽

2019 ◽

Vol 11 (1) ◽

pp. 49

Author(s):

Fransisca Debora ◽

Hernadewita Hernadewita

Keyword(s):

Higher Education ◽

Service Quality ◽

Student Satisfaction ◽

Structural Equation ◽

Partial Least Square ◽

Least Square ◽

Equation Modeling ◽

The Government ◽

Asean Economic Community

The development of science and technology and the factors of the ASEAN economic community (MEA) which are supported by increasing industry 4.0, the government gives important responsibilities for universities to be able to produce human resources that can compete in that era. This affects universities to continue to improve in terms of the quality of learning, service quality, to provide satisfaction to students which has an influence on the productivity of higher education. In this regard, research was conducted on 120 samples of student respondents (active students, and alumni) who were used to provide information by distributing questionnaires processed by Structural Equation Modeling (SEM) - Partial Least Square (PLS). Based on the results of the analysis and discussion it can be concluded that service quality has a positive effect on student satisfaction and positively influences the productivity of higher education.

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Pengaruh Manajemen Pengetahuan Terhadap Peningkatan Inovasi Dan Kualitas Pelayanan RSUD Kabupaten Serang

Jurnal Ekonomi ◽

10.24912/je.v25i1.624 ◽

2020 ◽

Vol 25 (1) ◽

pp. 18

Author(s):

Riyan M. Faris, Heti Mulyati, Elisa Anggraeni

Keyword(s):

Knowledge Management ◽

Service Quality ◽

Structural Equation ◽

Medical Doctor ◽

Regional Hospital ◽

Partial Least Square ◽

Least Square ◽

Equation Modeling ◽

Service Process

This study aims to determine and analyze the role of knowledge management in improving innovation and service quality, as well as analyzing the effect of innovation on service quality in the Drajatprawiranegara regional hospital in Serang Regency. In this study the analysis of data processing using Structural Equation Modeling - Partial Least Square (SEM-PLS). The results of the analysis (SEM-PLS) explain that there is an influence between knowledge management on innovation where the application of optimal knowledge management will increase innovation in the health service process. There is a significant indirect effect between knowledge management on service quality, but innovation influences service quality. Therefore human resource management in Drajat Prawiranegara hospital must be carried out comprehensively. Cooperation between fields of work, be it medical, doctor and non-medical workers must be optimal in facing challenges and demands from changing health services.

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A Developing Model Of Relationship Among Service Quality, Consumer Satisfaction, Loyalty and Word of Mouth In Islamic Banking

Al-Iqtishad Journal of Islamic Economics ◽

10.15408/aiq.v7i1.1357 ◽

2015 ◽

Vol 7 (1) ◽

pp. 45-58 ◽

Cited By ~ 1

Author(s):

S. Suryani ◽

Hendryadi Hendryadi

Keyword(s):

Service Quality ◽

Structural Equation ◽

Word Of Mouth ◽

Banking Sector ◽

Partial Least Square ◽

Least Square ◽

Equation Modeling ◽

Measurement Tool ◽

Islamic Banking ◽

Service Portfolio

This research aims to develop a measurement tool of service quality in Islamic banking sector, and examine its relationship among satisfaction, word of mouth (WOM), and consumer loyalty. A convenience sampling of 235 respondents collected from seven locations in the Lhokseumawe, Aceh. Partial least square -structural equation modeling- (PLS-SEM) was used to test the research hypotheses. The results revealed that the quality of service has four dimensions, they are: service portfolio and assurance/SPA, tangibles/TAN, reliability of communication/COM, and Islamic values/IVA. The PLS-SEM results suggest that SPA and COM are dominant factors affecting satisfaction, and satisfaction were significantly related to WOM and loyalty. Loyalty also positively and significantly related to WOM.DOI:10.15408/aiq.v7i1.1357

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CORPORATE BRAND IMAGE OF ISLAMIC BANK IN MALAYSIA: ANTECEDENTS AND CONSEQUENCE

International Journal of Management Studies ◽

10.32890/ijms.27.1.2020.7524 ◽

2020 ◽

Vol 27 ◽

Author(s):

Siti Ngayesah Ab Hamid ◽

Wan Jamaliah Wan Jusoh ◽

Suharni Maulan

Keyword(s):

Structural Equation ◽

Brand Image ◽

Corporate Communication ◽

Partial Least Square ◽

Least Square ◽

Equation Modeling ◽

Corporate Brand ◽

Islamic Bank ◽

Firm Communication

The role of corporate brand image in influencing the survival of companies has never been underestimated. Because of this, this study intends to examine the antecedents and the consequence of corporate brand image towards customer behaviour. A model proposing firms and non-firms communication as the antecedents and loyalty as the consequence was proposed. One hundred and sixty-eight (168) questionnaires were collected and data was analysed based on the Partial Least Square-Structural Equation Modeling (PLS-SEM). The result of the study revealed that both firm and non-firm communication play a significant role in shaping the corporate brand image of an Islamic bank, especially in Malaysia. Corporate brand image on the other hand was also found to influence customers’ loyalty. These findings have broadened the understanding of the corporate brand image’s antecedents and the consequence also shows the importance of managing the Islamic bank corporate communication.

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Innovation speed and competitiveness of food small and medium-sized enterprises (SME) in Malang, Indonesia

Journal of Science and Technology Policy Management ◽

10.1108/jstpm-12-2017-0071 ◽

2019 ◽

Vol 10 (5) ◽

pp. 1152-1173 ◽

Cited By ~ 2

Author(s):

Benny Hutahayan ◽

Stefanus Yufra

Keyword(s):

Structural Equation ◽

Creative Destruction ◽

Partial Least Square ◽

Least Square ◽

Equation Modeling ◽

Future Research ◽

Innovation Development ◽

Content Type ◽

The Government

Purpose The purpose of this paper is to examine the role of creative destruction as mediation between the speed of innovation and competitiveness of food small and medium enterprises (SMEs). Creative destruction that is competence-based and market-based is usually done by incumbent enterprises to create barrier to entry and widen the distance with similar businesses, then the role of creative destruction as a mediation to strengthen the competitiveness is investigated. Design/methodology/approach To test this, data were collected from 161 SMEs that is the food SME population in Great Malang covering three areas namely Malang Municipality, Malang Regency and Batu Municipality. warp partial least square-structural equation modeling (WarpPLS-SEM) was applied because parameter estimation with WarpPLS-SEM is very efficient because it has greater statistical requirements than other covariant-based methods, which is more likely to deliver results that match the population condition (significant if that is in fact significant in the population). Findings The pace of innovation development is very important to improve the competitiveness of food SMEs. The idea of innovation is quickly realized and products that enter the market faster have a greater chance to improve competitiveness through profit and productivity. The pace of innovation development enhances the competitiveness of food SMEs. This study proves that competitiveness can be increased once the pace of innovation development is followed by creative destruction. Creative destruction in this case is done through increased competence and maintain the innovations that have been achieved by food SMEs. Increased business competence could be conducted through cost efficiency enhancing product quality and improving worker skill. It is conducted while maintaining the achieved innovation to strengthen the market network customer service and innovation in product packaging. The government’s role is proven not to strengthen the relationship of the pace of innovation development and competitiveness of food SMEs. The role of the government is reflected through credit facilities business licensing promotion marketing and training. These have been carried out by the government. Nevertheless, these activities do not generate widespread impact in strengthening the pace of innovation development to enhance the competitiveness of food SMEs. Research limitations/implications The main limitation of this study is that it analyzes processed foods and innovations in general. Future research should investigate one type of processed food based on the typology of innovation so as to provide more effective and efficient recommendations. Originality/value This is the first known analysis of innovation speed and creative destruction for SMEs of food sector.

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PATIENT CENTEREDNESS IN HEALTH CARE: PERSPECTIVES FROM AN EMPIRICAL INVESTIGATION

Asian Journal of Pharmaceutical and Clinical Research ◽

10.22159/ajpcr.2018.v11i8.22262 ◽

2018 ◽

Vol 11 (8) ◽

pp. 450

Author(s):

Rejikumar G ◽

Archana Ks

Keyword(s):

Health Care ◽

Patient Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Partial Least Square ◽

Least Square ◽

Equation Modeling ◽

Patient Centeredness ◽

Personalized Health

Objectives: The objective of this study was to examine the formation of wellness perceptions and satisfaction from antecedents that explain various attributes regarding service quality perceptions about doctors by patients. The topic is of contemporary relevance as health-care firms are reengineering their competencies to deliver personalized health services to for unmatched experience to develop long-term relationships with patients.Methods: Responses from 280 patients about service quality attributes of doctors, wellness perceptions, and their satisfaction are collected using a structured questionnaire. An exploratory factor analysis was performed using SPSS. 20 to identify significant dimensions of doctor’s service quality. The theoretical model developed with these dimensions, wellness perceptions, and patient satisfaction was estimated using partial least square-based structural equation modeling approach to test hypotheses about linkages among these constructs.Results: The dimension structure of doctor’s service quality contained constructs such as “price affordability of medicines,” “quality of diagnosis,” “interaction quality of doctor,” “appropriateness of tests prescribed,” and “quality of usage prescriptions.” These service quality dimensions of doctor significantly develop wellness perceptions and satisfaction among patients. Wellness perceptions act as a mediator in satisfaction development.Conclusions: Patient satisfaction and wellness perceptions are of primary importance in improving service quality in health care and to remain competitive. The health-care firms should train their professionals to interact with the patients more efficiently by adhering to the philosophy of patient centeredness in their service process.

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PERAN INNOVATIVENESS SEBAGAI MODERASI PADA KETERKAITAN PENGARUH SOSIAL TERHADAP MINAT PEMBELIAN KOPI STARBUCKS

Jurnal Muara Ilmu Ekonomi dan Bisnis ◽

10.24912/jmieb.v4i1.7588 ◽

2020 ◽

Vol 4 (1) ◽

pp. 174

Author(s):

Miharni Tjokrosaputro ◽

Cokki Cokki

Keyword(s):

Structural Equation Modeling ◽

Social Influence ◽

Purchase Intention ◽

Structural Equation ◽

Partial Least Square ◽

Least Square ◽

Equation Modeling ◽

Green Product ◽

Convenience Sampling

Tujuan penelitian ini adalah untuk mengetahui apakah keinovatifan dapat memoderasi peran pengaruh sosial terhadap minat pembelian kopi Starbucks sebagai produk hijau. Penelitian ini menggunakan metode survey. Responden adalah 100 konsumen Starbucks. Teknik pengambilan sampel adalah convenience sampling. Teknik pengumpulan data menggunakan kuesioner. Teknik analisis data menggunakan Partial Least Square-Structural Equation Modeling. Hasil penelitian menunjukkan bahwa pengaruh sosial berpengaruh terhadap niat membeli kopi Starbucks dan keinovatifan konsumen tidak memoderasi peran pengaruh sosial terhadap minat pembelian kopi Starbuck sebagai produk hijau. The purpose of this study was to determine whether innovativeness can moderate the role of social influence in the purchase intention of Starbucks coffee as a green product. Respondents were 100 Starbucks consumers. The sampling technique is convenience sampling. Data collection techniques using a questionnaire by survey method. Data analysis techniques using Partial Least Square-Structural Equation Modeling. The results showed that social influence had effect on Starbucks coffee purchase intentions and consumer innovativeness did not moderate the role of social influence on the purchase intention of Starbuck coffee as a green product. This might be due to brand equity factors, collectivistic culture and limited sample size, which can be suggested for future researchers.

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Evaluasi Kepuasan Pengguna Terhadap Respon Cepat Tanggap Layanan Aplikasi Mobile Myindihome Berdasarkan Kombinasi Metode Servqual dan Metode Webqual

Jurnal Ilmiah Informatika Global ◽

10.36982/jig.v11i1.1066 ◽

2020 ◽

Vol 11 (1) ◽

Author(s):

Endah Saputri ◽

Dedy Syamsuar

Keyword(s):

Structural Equation Modeling ◽

Service Quality ◽

Mobile Applications ◽

User Satisfaction ◽

Structural Equation ◽

Information Quality ◽

Partial Least Square ◽

Least Square ◽

Equation Modeling ◽

Customer Complaints

AbstractAs for this research aims to determine the level of satisfaction of myindihome mobile application users. As a service provider, PT. Telkom, Tbk is required to be able to provide service, a fast respons, precise and accurate to customers. Even though it has several facilities to accommodate all customer complaints in Indonesia, but in reality there are still many customer complaints that have not been resolved properly which need attention. In this study, measurement of user satisfaction toward service responsiveness uses a combination of ServQual method and WebQual method. The combination of both theories, effectively addresses multicollinearity (if many variables are highly correlated). In connection with that condition, based on the theory of service quality (ServQual) is used to determine satisfaction with the application, is there an influence of variables of reliability, responsiveness, empathy, assurance, and tangible toward user satisfaction both individuals and groups. While based on the website quality (webqual 4.0) instrument identify quality based on three variables, namely usability, information quality, and service interaction quality. PLS (Partial Least Square) model of calculation which is one of the Structural Equation Modeling is used to test research hypothesis. Reliability and validity have also been tested. This study is also emphasis on the extent to which the perception of the quality of service of mobile applications myIndiHome perceived and how it affects the user satisfaction of mobile applications myIndiHome in this case the customer indihome that have significant impact on customers' satisfaction..Keywords : Indihome, User Satisfaction, Servqual, and WebqualAbstrakAdapun penelitian ini bertujuan untuk mengetahui tingkat kepuasan pengguna aplikasi mobile myIndiHome. Sebagai penyedia layanan, PT. Telkom, Tbk dituntut untuk mampu memberikan pelayanan atau respon yang cepat, tepat dan akurat kepada pelanggan. Meskipun memiliki beberapa sarana untuk menampung semua keluhan pelanggan di Indonesia, namun dalam kenyataannya masih banyak keluhan pelanggan yang belum dapat terselesaikan dengan baik yang perlu diperhatikan. Dalam penelitian ini, pengukuran kepuasan pengguna terhadap respon cepat tanggap layanan menggunakan kombinasi metode ServQual dan WebQual. Kombinasi kedua teori, secara efektif menangani multikolinieritas (jika banyak variabel yang sangat berkorelasi). Sehubungan dengan kondisi itu, berdasarkan teori service quality (ServQual) digunakan untuk mengetahui kepuasan terhadap aplikasi tersebut, apakah ada pengaruh variabel reliability, responsiveness, empathy, assurance, dan tangible terhadap kepuasan pengguna baik perorangan maupun kelompok. Sedangkan berdasarkan instrumen website quality (webqual 4.0) mengidentifikasi kualitas berdasarkan tiga variabel yaitu usability, information quality, dan service interaction quality. Perhitungan model PLS (Partial Least Square) yang merupakan salah satu Structural Equation Modeling (SEM) digunakan untuk menguji hipotesis penelitian. Reliabilitas dan validitas juga telah diuji. Penelitian ini juga menekankan pada sejauh mana persepsi tentang kualitas layanan aplikasi mobile myIndiHome yang dirasakan dan bagaimana pengaruhnya dengan kepuasan pengguna aplikasi mobile myIndiHome dalam hal ini pelanggan indihome yang memiliki dampak signifikan pada kepuasan pengguna.Kata kunci : Indihome, Kepuasan Penggguna, Servqual, dan Webqual

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