scholarly journals Examining the influence of service reliability on customer satisfaction in the insurance industry in Kenya

2021 ◽  
Vol 10 (1) ◽  
pp. 259-265
Author(s):  
Catherine Njoki Chege
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Insurance Industry ◽  
Level Structure ◽  
Primary Data ◽  
Equation Modeling ◽  
P Value ◽  
Service Reliability ◽  
Mixed Effect

This study examines the influence of service reliability on customer satisfaction in the insurance industry in Kenya. The study was anchored on the Assimilation Contrast Theory and employed a descriptive research design. Primary data was collected using a structured self-administered questionnaire. Data analysis was conducted using descriptive statistics where the mean and standard deviation were determined. Data were analyzed in two levels, the customer level, and the entity level. The study employed the linear mixed effect models of structural equation modeling (SEM) considering the multi-level structure of the data collected. Results were presented in form of tables and path diagrams for the structural equation models. Service reliability was found to have a statistically significant influence on customer satisfaction (? =0.840, p-value= 0.027). The study found that there was a variation of levels of customer satisfaction across entities but this was not attributed to service reliability. The conclusion made was that service reliability significantly influenced customer satisfaction in the insurance industry in Kenya at the customer level but did not significantly influence the variations of customer satisfaction between the insurance companies.

scholarly journals Relationship between empathy dimension and customer satisfaction in the insurance industry in Kenya

2019 ◽  
Vol 8 (6) ◽  
pp. 357-366
Author(s):  
Catherine Njoki Chege ◽  
Kenneth Wanjau ◽  
Severina Nkirina
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Insurance Industry ◽  
Level Structure ◽  
Real Term ◽  
Sustainable Growth ◽  
Insurance Companies ◽  
Equation Modeling ◽  
Mixed Effect ◽  
Mixed Effect Models

The Insurance industry is essential to the economic course of every nation attaining sustainable growth and prosperity. However, the industry continues to experience a marginal growth of 2.5% compared to the global real term growth of 4%. This study analyzed the relationship between employee empathy and customer satisfaction in the Kenyan insurance industry. The study was guided by the causal research design. The study applied the linear mixed-effect models of structural equation modeling (SEM) considering the multi-level structure of the data collected. The study concluded that a client who perceives empathy from his/ her insurer’s employees is bound to have higher satisfaction than a customer who does not perceive empathy from their insurer. Employee empathy however, does not significantly affect the variations of customer satisfaction between the insurance companies.

scholarly journals Newborn Adiposity and Cord Blood C-Peptide as Mediators of the Maternal Metabolic Environment and Childhood Adiposity

2021 ◽  
Author(s):  
Jami L. Josefson ◽  
Denise M. Scholtens ◽  
Alan Kuang ◽  
Patrick M. Catalano ◽  
Lynn P. Lowe ◽  
...  
Keyword(s):  
Fat Mass ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Child Outcomes ◽  
Equation Modeling ◽  
P Value ◽  
C Peptide ◽  
Childhood Adiposity ◽  
Maternal Bmi ◽  
Maternal Glucose

<b>OBJECTIVE</b> <p>Excessive childhood adiposity is a risk factor for adverse metabolic health. The objective was to investigate associations of newborn body composition and cord C-peptide with childhood anthropometrics and explore whether these newborn measures mediate associations of maternal mid-pregnancy glucose and BMI with childhood adiposity.</p> <p><b>RESEARCH DESIGN AND METHODS</b></p> <p>Data on mother/offspring pairs (N=4832) from the epidemiological Hyperglycemia and Adverse Pregnancy Outcome (HAPO) Study and HAPO Follow Up Study (HAPO FUS) were analyzed. Linear regression was used to study associations between newborn and childhood anthropometrics. Structural equation modeling was used to explore newborn anthropometric measures as potential mediators of the associations of maternal BMI and glucose during pregnancy with childhood anthropometric outcomes. </p> <p><b>RESULTS</b></p> <p>In models including maternal glucose and BMI adjustments, newborn adiposity as measured by sum of skinfolds was associated with child outcomes (adjusted mean difference, 95% CI, p-value) BMI(0.26,0.12-0.39,<0.001), BMI z-score(0.072,0.033-0.11,<0.001), fat mass (kg)(0.51,0.26-0.76,<0.001), percent bodyfat(0.61, 0.27-0.95,<0.001), and sum of skinfolds (mm)(1.14,0.43-1.86,0.0017). Structural equation models demonstrated significant mediation by newborn sum of skinfolds and cord C-peptide of maternal BMI effects on childhood BMI(proportion of total effect 2.5% and 1%, respectively), fat mass(3.1%,1.2%), percent bodyfat(3.6%,1.8%), and sum of skinfolds (2.9%,1.8%), and significant mediation by newborn sum of skinfolds and cord C-peptide of maternal glucose effects on child fat mass (proportion of total association 22.0% and 21.0%, respectively), percent bodyfat (15.0%,18.0%), and sum of skinfolds (15.0%,20.0%).</p> <p><b>CONCLUSIONS</b></p> <p>Newborn adiposity is independently associated with childhood adiposity and, along with fetal hyperinsulinemia, mediates, in part, associations of maternal glucose and BMI with childhood adiposity. </p>

scholarly journals PENGARUH SERVICESCAPE DAN KUALITAS KOMUNIKASI KARYAWAN TERHADAP LOYALITAS NASABAH MELALUI KEPUASAN NASABAH BANK MANDIRI DI SURABAYA

2018 ◽  
Vol 15 (2) ◽  
pp. 247-268
Author(s):  
Musriha Musriha
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Sampling Technique ◽  
Personal Communication ◽  
Primary Data ◽  
Equation Modeling ◽  
Communication Quality ◽  
Modeling Analysis ◽  
Analysis Technique

The purpose of this study was to examine direct and indirect effects of an integrated model of servicescape and personal communication quality upon customer loyalty, and considered customer satisfaction as intervening variable. This study used a causal design. The main data used in this study are primary data collected through the circulation of questionnaires to the respondents Mandiri bank customers in Surabaya. The sampling technique using purposive sampling method to determine the sample based on the consideration of researchers. Data Analysis used SEM (Structural Equation Modeling) analysis technique by program package AMOS 16. Based on the analysis it can be concluded that: the result of study supports the influence of servicescape to customer satisfaction, supports the influence of servicescape to customer loyalty, supports the influence of personal communication quality to customer satisfaction, supports the influence of personal communication quality to customer loyalty, supports the influence of customer satisfaction to customer loyalty, supports the influence of servicescape and personal communication quality to customer loyalty through customer satisfaction.

scholarly journals ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS PELANGGAN RETAIL PUPUK UREA NONSUBSIDI PT PUPUK ISKANDAR MUDA DI KABUPATEN ACEH UTARA

2020 ◽  
Vol 4 (2) ◽  
pp. 78
Author(s):  
Zainal Abiddin ◽  
Julimursyida Julimursyida ◽  
Ichsan Ichsan
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Primary Data ◽  
Equation Modeling ◽  
Brand Trust ◽  
Urea Fertilizer ◽  
The North

This study aims to determine the effect of product excellence and brand trust on customer loyalty through customer satisfaction as an intervening variable. This study uses primary data obtained by distributing questionnaires to 144 respondents, who are the retail customers of non-subsidized urea fertilizer of PT Pupuk Iskandar Muda in the North Aceh Regency. The method used to analyze the data is Structural Equation Modeling (SEM). The results find that brand trust significantly influences customer satisfaction and customer loyalty, but product excellence does not significantly influence customer satisfaction and Retail customer loyalty of non-subsidized urea fertilizer of PT Pupuk Iskandar Muda in North Aceh Regency. Furthermore, customer satisfaction mediates the influence of brand trust on retail customer satisfaction of non-subsidized urea fertilizer of  PT Pupuk Iskandar Muda in the North Aceh Regency. Based on the results of the study, it is expected that the leaders of PT Pupuk Iskandar Muda to increase customer loyalty, it is necessary to pay attention to the efforts for growing and increasing brand trust in customers by creating positive perceptions of costumers about the benefits that can be given by the products/brands so that they are confident in using non-subsidized urea fertilizer of PT Pupuk Iskandar Muda in North Aceh Regency Keywords:             product excellence, brand trust, customer satisfaction and customer loyalty

scholarly journals The Unique Mental Impacts of Breast-Conserving Surgery and Mastectomy According to a Multi-Centered Cross Sectional Survey Conducted in Japan

2020 ◽  
pp. 119-126
Author(s):  
Yuri Hazawa ◽  
Goro Kutomi ◽  
Hiroaki Shima ◽  
Toshio Honma ◽  
Tosei Ohmura ◽  
...  
Keyword(s):  
Mental Health ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Depression Scale ◽  
Breast Conserving Surgery ◽  
Equation Modeling ◽  
P Value ◽  
Cross Sectional Survey ◽  
Cancer Management ◽  
Mastectomy Group

Background: Improving health-related quality of life (HRQOL) has become a fundamental goal of breast cancer management. This study aimed to examine the differences between the QOL outcomes of breast-conserving surgery (BCS) and mastectomy. We also established structural equation models for BCS and mastectomy to elucidate their unique effects on QOL.Methods: Between July 2019 and November 2019, 254 patients, who were scheduled to visit one of four clinics, were recruited for this study. We evaluated HRQOL using various questionnaires, such as the BREAST-Q, EQ-5D-5L, and Hospital Anxiety and Depression Scale (HADS). The relationships among the examined clinical indicators were evaluated using structural equation modeling (SEM). Results: The QOL scores of the BCS group were better than those of the mastectomy group (0.85±0.129 vs. 0.81±0.12, P=0.020). Also, anxiety (2.94±2.95 vs. 3.81±3.08, P=0.025) and depression (2.55±2.77 vs. 3.74±3.19, P=0.002) were less severe in the BCS group than in the mastectomy group. Furthermore, the relationships among QOL status and mental health status were more complex in the BCS group than in the mastectomy group (Chi-square minimization p-value: 0.231 vs. 0.469, respectively). Also, depression directly affected QOL in the mastectomy group (R=-0.47), but not in the BCS group.Conclusions: There were differences in QOL and mental health between the BCS and mastectomy groups. SEM is useful for identifying such differences, which can be used to develop strategies for improving QOL.

scholarly journals Value management implementation barriers for sustainable building: a bibliometric analysis and partial least square structural equation modeling

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ahmed Farouk Kineber ◽  
Idris Othman ◽  
Ayodeji Emmanuel Oke ◽  
Nicholas Chileshe ◽  
Tarek Zayed
Keyword(s):  
Bibliometric Analysis ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Equation Modeling ◽  
Value Management ◽  
Implementation Barriers ◽  
Content Type

Purpose The purpose of this paper is to examine the relationship between overcoming the value management (VM) implementation barriers and VM implementation in the Egyptian building sector. Design/methodology/approach A critical review of the literature on VM was used to through bibliometric analysis has been conducted to highlight the studies’ gap and establish the VM barriers. These obstacles were then contextually transformed via a semi-structured interview and a pilot study, and subsequently organized in the form of a theoretical model. The primary data was collected from 335 building stakeholders in Egypt through the administration of questionnaire surveys. Consequently, structural equation models of partial least squares were applied to statistically assess the final model of VM barriers. Findings The bibliometric analysis shows that there is an inadequate study on VM implementation barriers in the Egyptian construction industry and insufficient studies on implementing VM in developing countries. Results obtained from the proposed model showed that overcoming the VM barriers has a major connection with successful VM implementation. This is indicated with the value of ß = 0.743, which is necessary when the firm is overcoming 1 unit of VM barriers. Originality/value This study fills the knowledge gap by identifying and emphasizing the critical obstacles to VM implementation.

Effect of Service Quality on Customer Loyalty through Satisfaction, Perceived Value, and Customer Engagements (Study on Indonesian Ride-Hailing Online)

2020 ◽  
Vol 7 (10) ◽  
pp. 300-310
Author(s):  
Widarto Rachbini ◽  
Diana Anggraeni ◽  
Diah Febrina
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Online Survey ◽  
Structural Equation Models ◽  
Perceived Value ◽  
Primary Data ◽  
Customer Involvement ◽  
Analysis Technique

This study attempted to analyze the effect of service quality on customer’s satisfaction, perceived value, and customer involvement as well as its implications for customer loyalty in Indonesia. The primary data used is the result of questionnaires through an online survey platform with the help of Google Form in July to August 2020. The sampling method was purposive sampling using specific criteria set by the researchers with 300 samples that met the criteria. Data analysis technique used the structural equation models (SEM) with the help of LISREL software. The results showed that there was a significant influence on the quality of Indonesian ride-hailing online services on perceived value, and a significant effect on perceived value on satisfaction as well as a significant effect on customer satisfaction on customer involvement. The only construct which directly influences customer loyalty is customer involvement. This research certainly provides practical advice for the online ride-hailing industry in Indonesia where there are three main suggestions aimed at improving the service quality, satisfaction, customer involvement, and value. Further research is suggested to analyze online ride-hailing in neighboring countries such as Malaysia, Singapore, Vietnam, or other Southeast Asian countries. Keywords: service quality, perceived value, customer satisfaction, customer involvement, customer loyalty and online ride-hailing

The role of satisfaction and loyalty for insurers

2018 ◽  
Vol 36 (6) ◽  
pp. 1034-1054 ◽  
Author(s):  
Matthias Ruefenacht
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Large Scale ◽  
Insurance Industry ◽  
Product Category ◽  
Equation Modeling ◽  
Anticipated Regret ◽  
Content Type ◽  
Attitudinal Loyalty ◽  
Category Knowledge

PurposeThe purpose of this paper is to examine the crucial antecedents of satisfaction and loyalty for the insurance industry and discuss how customer satisfaction and loyalty can be increased.Design/methodology/approachA large-scale global survey is conducted among 11,736 insurance customers. To analyze the data, structural equation modeling is used to estimate the influence of the identified antecedents of satisfaction and loyalty.FindingsThe results reveal a positive relationship between satisfaction and attitudinal loyalty for the insurance industry. In addition, the individual cognitive-based dimensions of anticipated regret and product category knowledge significantly affect satisfaction. Furthermore, co-production and trust both positively affect satisfaction and attitudinal loyalty.Research limitations/implicationsThis study identifies relevant antecedents of satisfaction and attitudinal loyalty for the emerging literature of insurance marketing. Future studies in this domain should examine the influence of additional dimensions which were not part of the present work, such as perceived price fairness, service quality, and switching costs.Practical implicationsBy installing and maintaining efficient two-way communication channels, insurers can decrease customers’ anticipated regret and enhance product category knowledge, which, in turn, can increase customer satisfaction. In addition, frequent and honest communication should be used to build up trust and induce co-production, which positively affect satisfaction and attitudinal loyalty.Originality/valueThis paper identifies crucial antecedents of satisfaction and attitudinal loyalty for insurance companies. This research is timely, as previous works have largely neglected the idiosyncrasies of the insurance sector.

scholarly journals Relationship Management of Cafe Customers around Universitas Sebelas Maret Surakarta - Indonesia

2019 ◽  
Vol 4 (1) ◽  
pp. 72-78
Author(s):  
Edi Wibowo ◽  
Marjam Desma Rahadhini ◽  
Julina Julina
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Relationship Management ◽  
Factor Loading ◽  
Customer Relationship ◽  
Primary Data ◽  
Final Conclusion ◽  
P Value

Objective - This aim of this research is to analyze the influence of Customer Relationship Management (CRM) dimensions on customer satisfaction and loyalty for cafés around Universitas Sebelas Maret (UNS) Surakarta. Methodology/Technique - Convenience sampling method was used to collect the primary data. 140 respondents participated in this research and the data is analyzed using Structural Equation Modelling with AMOS software. Validity testing is conducted using CFA with a factor loading of > 0.05, whilst the reliability testing is conducted using a Cronbach alpha of > 0.07. Findings - The results of the hypothesis testing show that the influence of CRM on customer satisfaction is positive and significant with a CR value of 2.133 and a p-value of 0.033. In addition, CRM is also found to have an effect on customer loyalty with a CR value of 2.160 and a p-value of 0.031. The findings also demonstrate that the effect of customer satisfaction on loyalty is positive and significant with a CR value of 2.248 and a p-value of 0.025. The final conclusion in this study shows that CRM affects customer loyalty through customer satisfaction, with a value of 0.295. Novelty - this research departs from previous research and in its application to the restaurant industry, which has not been done before. Type of Paper: Empirical. Keywords: Customer Relationship Management; Customer Satisfaction; Customer Loyalty. JEL Classification: M30, M39.

scholarly journals PENGARUH ATRIBUT PRODUK KOPI BUBUK INSTAN INDOCAFE TERHADAP KEPUASAN DAN LOYALITAS KONSUMEN DI KOTA PONTIANAK

2021 ◽  
Vol 17 (2) ◽  
pp. 83
Author(s):  
Dita Arista ◽  
Eva Dolorosa ◽  
Anita Suharyani
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Secondary Data ◽  
Primary Data ◽  
Equation Modeling ◽  
Survey Method ◽  
Long Time ◽  
The City ◽  
Customer Satisfaction And Loyalty

<div>This research aims to figure out the influence of the product attributes of</div><div>Indocafe and the effect on customer satisfaction and loyalty in Pontianak city. The</div><div>determination of the research location is determined intentionally (purposive method) in the city of Pontianak. The study used survey method with 150 respondents by using purposive sampling. Types of data used in this study are primary data and secondary data. Furthermore, the analysis is done by using structural equation modeling. The results showed that the variable of price, quality and packaging affect customer satisfaction. At the same time, quality has a significant effect to consumer loyalty. The most considerable influence on the quality variables and the overall contribution was the performance. Manufacturers need to improve the quality attributes, meaning the composition or content, the balanced flavor between sweet, sour and bitter, and the aftertaste that can last a long time so that consumers can have a good impression of Indocafe.</div>

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