Banka Hizmet Kalitesinin Kurumsal İmaj, Müşteri Tatmini ve Tekrar Satın Alma Davranışı Üzerindeki Etkisinin Yapısal Eşitlik Modeli ile Analizi (Analysis of the Effect of Bank Service Quality on Corporate Image, Customer Satisfaction and Repurchase Behavior with Structural Equation Model)

Abstrak: Pada era modern saat ini kemajuan teknologi semakin berkembang pesat dan membawa kita kepada arah basis digital dan mobile. Fenomena tersebut dimanfaatkan oleh industri perbankan untuk berinovasi dalam hal pembayaran secara elektronik yang biasa kita sebut dengan e-money. Uang elektronik muncul dipicu dengan adanya tuntutan dari masyarakat saat ini. Sistem pembayaran yang ada saat ini dituntut untuk dapat melayani setiap kebutuhan masyarakat dalam pemindahan dana dengan efektif dan efisien. Salah satu inovasi yang diluncurkan saat ini adalah Gopay, metode pembayaran berbasis server yang dikeluarkan oleh Gojek Indonesia. Penelitian ini memiliki tujuan yaitu menentukan efek e-service quality pada customer satisfaction dan customer loyalty pelanggan Gopay di Indonesia. Kuesioner dikumpulkan secara online dengan menggunakan google form sebanyak 400 responden. Pengolahan data menggunakan Structural Equation Model (SEM) dengan menggunakan bantuan program AMOS 24. Berdasarkan hasil penelitian ditemukan bahwa e-service quality memiliki pengaruh positif terhadap customer satisfaction, yang dimana customer satisfaction sendiri memiliki pengaruh yang positif terhadap customer loyalty, namun ditemukannya ketidak pengaruhan yang positif bagi e-service quality terhadap customer loyalty.

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Study The Effects Of Corporate Image, Service Quality And Price Perceptions On Customer Satisfaction And Purchase Loyalty (A Survey On Pertamina In South Sulawesi Province)

European Journal of Business Management and Research ◽

10.24018/ejbmr.2020.5.2.243 ◽

2020 ◽

Vol 5 (2) ◽

Author(s):

Paulus Johan Lolo

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Sampling Method ◽

Equation Model ◽

Corporate Image ◽

Price Perception ◽

South Sulawesi ◽

Quota Sampling ◽

Price Perceptions

This study seeks to analyze the influence of corporate image, quality services and price perceptions of Pertamina product customer satisfaction, analyze the influence of corporate image, service quality and price perceptions on purchase loyalty, analyze customer satisfaction on purchase loyalty, and analyze the influence of corporate image, service quality and price perception through customer satisfaction on purchase loyalty. The study was conducted at the Pertamina Office in South Sulawesi Province with a population of 5,540 people and a sample of 277 respondents based on a 5% Quota sampling method. Data were analyzed using the Structural Equation Model using AMOS 18. The results found that corporate image, service quality and price perception had a positive and significant effect on customer satisfaction. Corporate image, service quality and price perception have a positive and significant effect on purchase loyalty. Customer satisfaction has a positive and significant effect on purchase loyalty. Feelings of pleasure using the product as an actualization of the attitude of customer loyalty, corporate image and service quality through customer satisfaction has a positive and significant effect on purchase loyalty, while price perception through customer satisfaction has a positive and insignificant effect on purchase loyalty.

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Antecedents of Customers Loyalty towards Go-Jek Service

Telaah Bisnis ◽

10.35917/tb.v21i2.188 ◽

2021 ◽

Vol 21 (2) ◽

pp. 69

Author(s):

Helmy Ilham Nugraha ◽

Anas Hidayat ◽

Putra Endi Catyanadika ◽

Sri Rejeki Ekasasi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Model ◽

Sem Analysis ◽

Website Design ◽

Consumer Loyalty ◽

Purposive Sampling

Service quality is one of the biggest factors in determining consumer loyalty. The aim of this study is to analyze how the Go-Jek service quality an influence customer satisfaction in shaping customer loyalty to the Go-Jek company. This research is quantitative and the variables examined in this study are website design, reliability, trust, customer satisfaction, to support consumer loyalty. This research was conducted in Yogyakarta and the data was collected using a questionnaire based on a Likert-scale, and the taking method uses purposive sampling with 300 respondents. Data were then analyzed using structural equation model (SEM) analysis with the help of WarpPLS software. The results of the study show that the effect of e-service quality on customer loyalty to the Go-Jek company were positive and significant.

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The Investigation of Service Quality Dimensions, Customer Satisfaction and Corporate Image in Indian Public Sector Banks: An Application of Structural Equation Model(SEM)

Vision The Journal of Business Perspective ◽

10.1177/0972262916681256 ◽

2017 ◽

Vol 21 (1) ◽

pp. 76-85 ◽

Cited By ~ 4

Author(s):

Rishi Kant ◽

Deepak Jaiswal ◽

Suyash Mishra

Keyword(s):

Public Sector ◽

Customer Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Banking Sector ◽

Measurement Model ◽

Equation Model ◽

Corporate Image ◽

National Capital Region ◽

Public Sector Banks

The purpose of this article is to identify the dimensions of service quality (SQ) in the banking sector and examine the effect of SQ dimensions on customer satisfaction (CS), and therefore the effect of CS on corporate image (CI) in the selected public sector banks (PSBs) in India. The sample of the study consists of 640 retail customers of PSBs in the National Capital Region (NCR) of India and the data were collected through a structured questionnaire using a 7-point Likert scale based on purposive sampling. Therefore, the authors empirically validate a measurement model using structural equation modelling (SEM) through path analysis. The findings revealed that ‘tangibility’ and ‘assurance’ dimensions were most important predictors of CS among all five dimensions of SQ. In addition, the results also validate that CS is an important antecedent for influencing CI, and therefore CS acts as a linkage between SQ dimensions and CI in the Indian context. Finally, the research article presents the conclusion, implications and limitations and the possible directions for further research.

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PENGARUH HARGA, PROMOSI DAN KUALITAS PELAYANAN TERHADAP BRAND IMAGE GRAB DENGAN KEPUASAN KONSUMEN

E-Jurnal Manajemen Universitas Udayana ◽

10.24843/ejmunud.2021.v10.i01.p05 ◽

2021 ◽

Vol 10 (1) ◽

pp. 82

Author(s):

Ida Bagus Putra Pradnyana ◽

I Gusti Ngurah Putra Suryanata

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Structural Equation ◽

Sampling Method ◽

Brand Image ◽

Equation Model ◽

Test Results ◽

Price Promotion ◽

Analysis Technique

The purpose of this study was to determine the effect of price, promotion and service quality and customer satisfaction on brand image. The population in this study are people in Denpasar City who use the Grab application. The number of samples obtained is 100 respondents using the Lemeshow formula, which has been determined by the non-probability sampling method, namely incidental sampling. The analysis technique used is the statistical method of Structural Equation Model (SEM). The test results show that the variables of price, promotion, service quality and customer satisfaction have an effect on brand image. Keywords: price, promotion, service quality, customer satisfaction, brand image

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The Determinant of Customer Satisfaction that Gives the Effect of Word of Mouth in PT. BPR Krisna Yuna Dana,Gianyar Bali

International Journal of Contemporary Research and Review ◽

10.15520/ijcrr/2018/9/02/437 ◽

2018 ◽

Vol 9 (02) ◽

pp. 20519-20532

Author(s):

Ni Putu Wiwik Juliantari ◽

I Nengah Suardhika ◽

IGN Eka Teja Kusuma

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Word Of Mouth ◽

Equation Model ◽

Corporate Image ◽

Partial Least Square ◽

Least Square ◽

Insignificant Effect ◽

Time Deposits

This study aims to test and analyze the quality of service, corporate image, customer satisfaction, and word of mouth. This research was conducted at PT. BPR Krisna Yuna Dana, Gianyar Bali with the research population are all customers of PT BPR Krisna Yuna Funds both savings, time deposits and credits, a sample of 95 customers using proportionate sampling method. All data obtained from questionnaires are suitable for use, then analyzed using structural equation model based on variance analysis known as Partial Least Square (PLS). The result of the research shows that service quality has positive and significant effect to customer satisfaction, service quality has positive and insignificant effect to company image, company image has positive and significant effect to customer satisfaction, service quality have positive and insignificant effect on word of mouth, positive and significant to word of mouth, corporate image has a positive and significant effect on word of mouth, corporate image can influence word of mouth through customer satisfaction and service quality can influence word of mouth through customer satisfaction. The implication of this research is that service quality can be improved by paying attention to service guarantee, corporate image can be improved by paying attention to company management. Customer satisfaction can be improved by paying attention to customer satisfaction to product and word of mouth can be improved by paying attention to motivate friend / relation.

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PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING (PT BANK RAKYAT INDONESIA PERSERO TBK CABANG BANJARMASIN SAMUDERA)

Jurnal Bisnis dan Pembangunan ◽

10.20527/jbp.v10i2.10955 ◽

2021 ◽

Vol 10 (2) ◽

pp. 24

Author(s):

Nadia Mauliditta Septiana ◽

Dwi Wahyu Artiningsih ◽

Hairudinor Hairudinor

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Hypothesis Test ◽

Equation Model ◽

Partial Least Square ◽

Least Square

The purpose of this study is to analyze the Effect of Service Quality on Customer Loyalty with Customer Satisfaction (Case Study of PT Bank Rakyat Indonesia Persero Tbk Banjarmasin Samudera Branch. The type used in this research is explanatory research because this research explains the causal relationship between research variables through the hypothesis test that has been formulated previously. The analytical method uses Structural Equation Model (SEM) with Partial Least Square (PLS) Program. The results of this study prove that Service Quality has no effect on Customer Satisfaction at BRI Bank Prince Samudera Banjarmasin Branch, while Customer Satisfaction has a positive and significant effect on Customer Loyalty. And Service Quality has a positive and significant effect on Customer Loyalty.The results of this study prove that Service Quality has no effect on Customer Satisfaction at BRI Bank Prince Samudera Banjarmasin Branch, while Customer Satisfaction has a positive and significant effect on Customer Loyalty. And Service Quality has a positive and significant effect on Customer Loyalty.Keywords: Service Quality, Customer Loyalty, and Customer Satisfaction

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Understanding the Service Quality and Customer Satisfaction of Mobile Banking in Bangladesh: Using a Structural Equation Model

Global Business Review ◽

10.1177/0972150918795551 ◽

2018 ◽

pp. 097215091879555 ◽

Cited By ~ 1

Author(s):

Abdul Gaffar Khan ◽

Reshma Pervin Lima ◽

Md Shahed Mahmud

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Structural Equation ◽

Equation Model ◽

Mobile Banking

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MODEL TERINTEGRASI DARI KESETIAAN PELANGGAN PADA BANK PEMERINTAH

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v7i2.797 ◽

2014 ◽

Vol 7 (2) ◽

pp. 1

Author(s):

Yunita Nila Dewi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Positive Influence ◽

Equation Model ◽

Sampling Techniques ◽

Font Size ◽

Quality Image

This study aimed to analyze the influences of service quality and image on customer loyalty from customer satisfaction that useful for marketing managers in making decisions for the company. This study was conducted on the state banks customers and took 200 customers becamesamples. This study used Structural Equation Model (SEM). The method used is a non probability sampling with purposive sampling techniques. Based on the results of this study is that there’s positive influence of service quality on customer satisfaction and influence of image on customer satisfaction. Furthermore, the customer satisfaction positive influence on customer loyalty, but there’s no positive influence of service quality on customer loyalty from customer satisfaction. Furthermore there’s no positive influence of image on customer loyalty from customer satisfaction. Keywords : Service Quality, Image, Customer Satisfaction, Customer Loyalty

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Surveying the music playback experience of museum audiences based on perceived quality and perceived value

The Electronic Library ◽

10.1108/el-03-2019-0061 ◽

2019 ◽

Vol 37 (5) ◽

pp. 878-892 ◽

Cited By ~ 1

Author(s):

Xuan Chen

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Structural Equation ◽

Perceived Value ◽

Perceived Quality ◽

Equation Model ◽

Basic Theory ◽

Content Type ◽

Different Types

Purpose The improvement of museum service quality and efficiency is a hot issue in recent years. This paper aims to explore the influencing factors of museum audience satisfaction with music playing experience and provide empirical support for the improvement of museum service quality. Design/methodology/approach In this study, first, the basic theory of customer satisfaction and the basic theory of structural equation model are introduced. Different types of music have different effects on audience experience. At the same time, for different types of museums, different exhibition halls in the same museum and different types of exhibitions, the use of music should be tailored to local conditions. Then, a questionnaire survey is conducted to investigate the satisfaction of the audience of Hunan Museum with their music playing experience, and the survey data are collected and sorted out. Structural equation model (SEM) is used to study the customer satisfaction of Museum audiences' music playing experience, so as to find out the factors that have the greatest impact on the satisfaction and put forward corresponding improvement suggestions. Findings The results show that perceived value and perceived quality have the greatest impact on customer satisfaction. Research limitations/implications Museum audience satisfaction model involves many variables and has complex relationships. Therefore, there are still many shortcomings in this study. Practical implications Therefore, this study has important practical significance for museums to serve the society, improve the level of exhibition and realize their own value. By improving the exhibition environment and paying attention to the complaints of the audience, the satisfaction of the audience can be improved. Originality/value The structural equation model is applied to the study of museum customer satisfaction.

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