Asimetrik Bilginin, Örgüte Güven, Müşteri Memnuniyeti ve Sadakati Üzerine Etkisinin Yapısal Eşitlik Modeli ile Belirlenmesi (Determining the Effect of Asymmetric Information on Organization Trust, Customer Satisfaction and Loyalty Using Structural Equation Model)

Abstract: In this globalization era, companies are always required to show excellent performance and be able to adapt in changes and current business competitiveness. The aim of this research was to analyzed the effect of product quality and after-sales service on customer satisfaction and loyalty in one of distributor companies in Pekanbaru Riau namely PT Oscarmas Pekanbaru. The sampling technique used in this study was probability sampling with the total of 82 customers as respondents. Data analysis technique was Structural Equation Model (SEM) using Smart PLS. The results of this research showed that the product quality had no significant effect on customer satisfaction but had significant effect on customer loyalty, after-sales services had significant effect on both customer satisfaction and customer loyalty and satisfaction had no effect on customer loyalty. Thus, study proved that between product quality and after-sales service had no indirect effect on customer loyalty through satisfaction.Keywords: product quality, after-sales service, customer satisfaction, customer loyalty Kualitas Produk dan Layanan Purna Jual dalam Meningkatkan Kepuasan dan Loyalitas PelangganAbstrak: Di era globalisasi ini, perusahaan selalu dituntut untuk menunjukkan kinerja yang sangat baik dan mampu beradaptasi dalam perubahan dan daya saing bisnis saat ini. Tujuan dari penelitian ini adalah untuk menganalisis dampak kualitas produk dan layanan purna jual terhadap kepuasan dan loyalitas pelanggan di salah satu perusahaan distributor di Pekanbaru Riau yaitu PT Oscarmas Pekanbaru. Teknik pengambilan sampel yang digunakan dalam penelitian ini adalah probability sampling dengan total 82 pelanggan sebagai responden. Teknik analisis data adalah Structural Equation Model (SEM) menggunakan Smart PLS. Hasil penelitian ini menunjukkan bahwa kualitas produk tidak memiliki pengaruh signifikan terhadap kepuasan pelanggan tetapi memiliki pengaruh signifikan terhadap loyalitas pelanggan, setelah layanan penjualan memiliki pengaruh signifikan terhadap kepuasan pelanggan dan loyalitas pelanggan dan kepuasan tidak berpengaruh pada loyalitas pelanggan. Dengan demikian penelitian membuktikan bahwa antara kualitas produk dan layanan purna jual tidak memiliki efek tidak langsung pada loyalitas pelanggan melalui kepuasan.Kata kunci: kualitas produk, layanan purna jual, kepuasan pelanggan, loyalitas pelanggan

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The Effect of Product Quality, Price and Personal Selling on Customer Satisfaction and Loyalty of Herbalife Customers

Open Access Indonesia Journal of Social Sciences ◽

10.37275/oaijss.v4i1.40 ◽

2021 ◽

Vol 4 (1) ◽

pp. 143-156

Author(s):

Suharyono Suharyono ◽

Novi Pahlamalidie

Keyword(s):

Customer Satisfaction ◽

Product Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Personal Selling ◽

Equation Model ◽

Analysis Technique ◽

Customer Satisfaction And Loyalty

A B S T R A C TThis research was aimed to analyse the effect of product quality, price, personalselling to customer satisfaction and loyalty. The participant of this study was 125people. Data were collected by questionnaires and structural equation model (SEM)were applies as an analysis technique. The results analysis showed that productquality, price, personal selling have positive and significant effect on the customersatisfaction and customer loyalty. The implication is product quality, price,personal selling need to be increased in order to customer satisfaction and customerloyalty.

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Memperkuat Loyalitas Melalui Kepercayaan, Kepuasan Dan Komitmen Studi Pada Nasabah PT. Bank Cimb Niaga

Liquidity ◽

10.32546/lq.v4i1.80 ◽

2018 ◽

Vol 4 (1) ◽

pp. 43-52 ◽

Cited By ~ 3

Author(s):

Sri Widyastuti

Keyword(s):

Customer Satisfaction ◽

Relationship Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Positive Influence ◽

Equation Model ◽

Survey Method ◽

Branch Office

Customer loyalty is ‘suspected’not been able to optimizationrepetition of transactions, customer recommendation and durability with the establishment relationship quality of the trust, customer satisfaction and commitment. Therefore, research conducted on Bank CIMB Niaga aims to determine the extent of the trust, and commitment to customer satisfaction can increase X-tra and TabunganKU savings customer loyalty. This research is verification and the method of research is explanatory survey method, the sample is 160 customer X-tra and tabunganKU savings in the branch office Bank CIMB Niaga Bintaro. The analytical method used is structural equation model. The results showed loyalty can be achieved with relationship quality for customers through the establishment of trust, and commitment to customer satisfaction, which all three have a positive influence. Therefore, the management of Bank CIMB Niaga need to improve their ability in trust, satisfactionand commitmentwith the bank's customers to become increasingly favored customers.

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Pengaruh E-Service Quality terhadap Customer Satisfaction dan Loyalty pada Pengguna Gopay di Indonesia

REMIK (Riset dan E-Jurnal Manajemen Informatika Komputer) ◽

10.33395/remik.v4i2.10532 ◽

2020 ◽

Vol 4 (2) ◽

pp. 11

Author(s):

Miranda Berliana ◽

Dinda Amanda Zulestiana

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

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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THE ANTECEDENT OF CUSTOMER SATISFACTION

10.31219/osf.io/af8pb ◽

2020 ◽

Author(s):

Andala Rama Putra Barusman ◽

Evelin Putri Rulian ◽

Susanto Susanto

Keyword(s):

Customer Satisfaction ◽

Structural Equation Model ◽

Customer Relationship Management ◽

Structural Equation ◽

Hospitality Industry ◽

Relationship Management ◽

Customer Retention ◽

Equation Model ◽

Customer Relationship

Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention.

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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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PENGARUH SERVICE ENCOUNTER DAN EXPERIENTAL VALUE TERHADAP CUSTOMER SATISFACTION (STUDI KASUS MATAHARI DEPARTMENT STORE MATOS MALANG)

Jurnal Manajemen Indonesia ◽

10.25124/jmi.v18i1.1255 ◽

2018 ◽

Vol 18 (1) ◽

Author(s):

Nuri Purwanto

Keyword(s):

Customer Satisfaction ◽

Structural Equation Model ◽

Physical Environment ◽

Structural Equation ◽

Department Store ◽

Equation Model ◽

Service Encounter ◽

Purposive Sampling ◽

Service Excellence ◽

Personal Interaction

Tujuan penelitian ini adalah untuk mengetahui dan menganalisis pengaruh service encounter terhadap experiental value, serta pengaruh experiental value terhadap customer satisfaction. Responden adalah 115 orang yang pernah melakukan transaksi pembelian di Matahari Department store MATOS Malang minimal 1 kali dalam 1 bulan. Teknik pengambilan sampel mengunakan purposive sampling dan metode analisia data menggunakan Teknik Structural Equation Model. Hasil penelitian ini menemukan: Dari hasil pembahasan yang tertulis di atas, dapat ditarik beberapa kesimpulan yaitu : Personal Interaction Encounters berpengaruh positif dan signifikan terhadap Efficiency, Personal Interaction Encounters berpengaruh positif dan signifikan terhadap Service Excellence, Physical Environment Encounters berpengaruh negatif dan tidak signifikan terhadap Aesthetic, Physical Environment Encounters berpengaruh positif dan signifikan terhdap Playfulnes, Efficiency berpengaruh negatif dan tidak signifikan terhadap Customer Satisfaction, Service Excellence berpengaruh positif dan signifikan terhadap Customer Satisfaction, Aesthetic berpengaruh negatif dan tidak signifikan terhadap Customer Satisfaction dan yang terakhir Playfulnes berpengaruh positif dan tidak signifikan terhadap Customer Satisfaction.

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COMMITMENT SEBAGAI VARIABEL MEDIASI PENGARUH TRUST TERHADAP REPURCHASE INTENTION PADA RESTORAN WARALABA LOKAL

Jurnal Manajemen ◽

10.24912/jm.v20i1.62 ◽

2017 ◽

Vol 20 (1) ◽

pp. 1

Author(s):

Sri Vandayuli Riorini

Keyword(s):

Customer Satisfaction ◽

Structural Equation Model ◽

Structural Equation ◽

Affective Commitment ◽

Word Of Mouth ◽

Positive Influence ◽

Equation Model ◽

Repurchase Intention ◽

Continuance Commitment ◽

Affective Trust

Waralaba merupakan bentuk bisnis ritel khususnya restoran yang semakin berkembang dan menjanjikan. Persaingan menjadi semakin ketat ditambah masuknya franchisor asing. Loyalitas pelanggan merupakan kunci untuk memenangkan persaingan. Tujuan dari penelitian ini adalah untuk menganalisis Trust, Affective commitment, Continuance commitment terhadap Repurchase intention. Responden sebagai sampel dalam penelitian ini sebanyak 200 responden yang berkunjung ke restoran waralaba lokal, yang dipihih dengan menggunakan teknik Purposive sampling. Selanjutnya, metode analisis data menggunakan Teknik Structural Equation Model. Hasil penelitian menemukan bahwa seluruh Hipotesis yang dikemukakan dapat didukung, dimana (1) terdapat pengaruh positif Trust terhadap Affective commitment, (2) terdapat pengaruh positif Trust terhadap Continuance commitment, (3) terdapat pengaruh positif Affective trust terhadap Repurchase intention, (4) terdapat pengaruh positif Continuance commitment terhadap Repurchase intention, dan (5) terdapat pengaruh positif Trust terhadap Repurchase intention. Selanjutnya, ditemukan pula bahwa (1) Affective dan Continuance commitment merupakan variabel mediasi antara Trust dan Repurchase intention, dan (2) Continuance commitment merupakan faktor yang lebih kuat dalam mempengaruhi Trust, dan Repurchase intention dibandingkan Affective commitment. Untuk penelitian selanjutnya disarankan agar penelitian ini diterapkan pada jenis waralaba lokal lainnya, seperti department store, convenience store, specialty store, supermarket, dan hypermarket, serta menambahkan Service quality dan Customer satisfaction sebagai anteseden dari Trust dan Word-of-mouth sebagai konsekuensi dari Commitment.Franchising is a form of retail businesses, especially those of growing and promising restaurants. Competition is becoming more tightly multiplied by the entry of foreign franchisors. Customer loyalty is the key to win the competition. The purpose of this study is to analyze the trust, affective commitment, continuance commitment towards repurchase intention. Respondents as the sample of this study were 200 respondents who visited local franchise restaurants, chosen by using Purposive Sampling technique. Furthermore, the method of data analysis applies the Structural Equation Model techniques. The study finds that the entire hypothesis presented can be supported, where there are (1) a positive influence of trust towards affective commitment, (2) a positive influence of trust towards continuance commitment, (3) a positive affective trust towards repurchase intention, (4) a positive influence continuance commitment towards repurchase intention, and (5) a positive effect of trust towards repurchase intention. Furthermore, it is also found that (1) affective and continuance commitment is a mediator variable between the trust and repurchase intention, and (2) continuance commitment is a stronger factor in influencing the trust and repurchase intention than affective commitment. For further study, it is recommended that this research be applied to other types of local franchises, such as department stores, convenience stores, specialty stores, supermarkets and hypermarkets, as well as adding service quality and customer satisfaction as antecedents of trust and word-of-mouth as a consequence of the commitment

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ANTESEEDEN DAN KONSEKUENSI DARI SEVERITY OF OTHER CUSTOMER FAILURE

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v4i1.487 ◽

2011 ◽

Vol 4 (1) ◽

pp. 73

Author(s):

Nina Budiwati ◽

Asep Hermawan

Keyword(s):

Data Analysis ◽

Customer Satisfaction ◽

Structural Equation Model ◽

Structural Equation ◽

Service Recovery ◽

Equation Model ◽

Unit Of Analysis ◽

Recovery Expectations ◽

Employee Effort ◽

Customer Misbehavior

The background of this research was to conduct a profound study of impact of other-customer failure The purpose of this paper is to investigate how and why other-customer misbehavior has a negative influence on customer satisfaction with the service firm. The objectives of this research was : (a) the effect of controllability to firm responsibility, (b) the effect of stability to firm responsibility, (c) the effect of firm responsibility to customer satisfaction, (d) the effect of firm responsibility to service recovery expectations, (e) the effect of service recovery expectations to customer satisfaction, (f) the effect of severity of other customer failure to service recovery expectations, (g) the effect of severity of other customer failure to customer satisfaction, (h) the effect of perceived employee effort to customer satisfaction. The design of this research applies a survey toward unit of analysis on hotels services by interview the customers for testing hypothesis. Meanwhile the required data consist of seventh variables which are controllability attributions, stability attributions, firm responsibility, service recovery expectation, severity of other customer failure, perceived employee effort and customer satisfaction. The aggregate numbers of hotels guests being respondent of the study are 200. Data analysis used in this research was consists of Structural Equation Model Analysis by AMOS 6 as software. The result of this research conclude that controllability and stability attributions had an effect to firm responsibility, firm responsibility had an effect to service recovery expectations, severity of other customer failure had an effect to service recovery expactations, and perceived employee effort had an effect to customer satisfaction. Meanwhile firm responsibility had an effect to customer satisfaction, service recovery expectations had an effect terhadap customer satisfaction, severity of other customer failure had an effect to customer satisfaction. Keywords: Service recovery expectations, severity of other customer failure, and customer satisfaction

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Investigations of Customer Loyalty: Strengthening Product Quality, Brand Image and Customer Satisfaction

MIX JURNAL ILMIAH MANAJEMEN ◽

10.22441/mix.2021.v11i1.006 ◽

2021 ◽

Vol 11 (1) ◽

pp. 78

Author(s):

Enjang Sudarman ◽

Harries Madiistriyatno ◽

Ikbal Sudarman

Keyword(s):

Customer Satisfaction ◽

Product Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Random Sampling ◽

Structural Equation ◽

Brand Image ◽

Research Result ◽

Equation Model ◽

Stratified Random Sampling

Abstract. The purpose of this study is to help make decisions about winning the smartphone market through product differentiation to increase customer loyalty for the OPPO Brand. The study population was 1050 students of the faculty of education and the faculty of economics, the sampling technique using the stratified random sampling method was obtained by 550 students. Data analysis was performed using Structural Equation Model (SEM) statistical analysis using Amos Graphic v.22 Software. The result of the research obtained product differential strategy, brand image and customer satisfaction can increase customer loyalty. Brand image and customer satisfaction factor are mediators of product quality on customer loyalty factors. The implication of this research is that brand image is the biggest factor affecting customer satisfaction. Furthermore, the contribution of research result to the OPPO company must make product changes in order to improve brand image, customer satisfaction and customer loyalty. Abstrak. Tujuan dari penelitian ini adalah untuk meningkatkan loyalitas pelanggan melalui penguatan kualitas produk, citra merek dan kepuasan pelanggan. Populasi penelitian ini adalah Mahasiswa di Kabupaten Karawang dari 12 Perguruan tinggi sebanyak 27,378 mahasiswa, teknik pengambilan sampel menggunakan stratified random sampling diperoleh sebanyak 550 orang. Analisis data dilakukan dengan menggunakan analisis statistik Structural Equation Model (SEM) menggunakan perangkat lunak Amos Graphic versi 22. Hasil penelitian yang diperoleh bahwa penguatan kualitas produk memiliki efek secara langsung terhadap loyalitas pelanggan, citrak merek dan kepuasan pelanggan adalah mediator faktor kualitas produk pada faktor loyalitas pelanggan. Implikasi dari penelitian ini bahwa citra merek merupakan faktor terbesar yang mempengaruhi kepuasan pelanggan. Selanjutnya, kontribusi hasil penelitian terhadap perusahaan OPPO adalah untuk pertimbangan kebijakan bagi manajemen dalam hal penguatan kualitas produk yang dilakukan melalui inovasi teknologi dari sisi penggunaan bahan, fitur-fitur, serta komponen berkualitas tinggi agar meningkatkan citra merek, kepuasan pelanggan sehingga berdampak positif terhadap loyalitas pelanggan.

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