scholarly journals Measure of Customer Satisfaction in the Residential Electricity Distribution Service Using Structural Equation Modeling

2021 ◽  
Author(s):  
Agenor S. Santos Neto ◽  
Márcio R. C. Reis ◽  
A. Paulo Coimbra ◽  
Júlio C. V. Soares ◽  
Wesley P. Calixto
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Continuous Improvement ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Electric Energy ◽  
Equation Modeling ◽  
Electricity Distribution ◽  
Residential Electricity ◽  
Quality Value

The main objective of this study is to apply structural equation modeling with partial least squares and based on covariance to assess the satisfaction of residential electricity consumers. The methodology used compares the results of both structural equation models to indicate the model that best fits the problem of measuring the satisfaction of residential consumers of electricity concessionaires and licensees. The sample used in the survey contained questionnaire responses from 86.175 individuals considering the period from 2014 to 2018. The constructs evaluated were satisfaction, quality, value, loyalty, and trust. Confidence interval analysis shows that all weights are significant, demonstrating the importance of all the indicators that represent the constructs. The trust, quality, and value constructs can explain 74.4% of the variability of the satisfaction construct, so the explanatory capacity of this relationship is considered substantial. Finally, the evaluation of the performance of the service provided by the electric energy concessionaires/licensees, measured by customer satisfaction, allows for the continuous improvement of services and meeting, even if minimally, the expectations of its consumers.

FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

2017 ◽  
Vol 2 (1) ◽  
pp. 45-52
Author(s):  
Iha Haryani Hatta
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Customer Value ◽  
Structural Equation ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The aim of this study was to determine the relationship of the features of the value, satisfaction, and customer loyalty; the effect on the value of customer satisfaction and loyalty; influence of satisfaction on customer loyalty. A total of 200 merchant PT. BANK XYZ as respondents was selected randomly. Analyses were performed using structural equation modeling (SEM). The analysis showed that the feature has a significant influence on customer value, but not for customer satisfaction and loyalty. The values has a significant influence on satisfaction, but not on customer loyalty. Satisfaction has a significant influence on customer loyalty. Discussion and conclusions described in the article. Keywords: features of the value, satisfaction, customer loyalty

scholarly journals Examining the Influence of Store Environment in Hedonic and Utilitarian Shopping

2021 ◽  
Vol 11 (1) ◽  
pp. 6
Author(s):  
Cristina Calvo-Porral ◽  
Jean-Pierre Lévy-Mangin
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Equation Modeling ◽  
Environmental Cues ◽  
Store Choice ◽  
Store Attributes ◽  
Store Environment ◽  
Hedonic Shopping ◽  
Atmospheric Variables

Much of the literature on the attractiveness and pleasantness of retail stores has focused on the critical influence of store atmosphere or ambient attributes, which influence customer satisfaction and store choice. However, little is known about the environmental cues that influence customers’ satisfaction in different shopping contexts. In this context, the present research aims to answer the following questions: “Are the store atmospheric variables equally relevant in hedonic and utilitarian shopping?”; and further: “Does the influence of store environment on customer satisfaction vary depending on the type of shopping?”. For this purpose an empirical research is developed through PLS Structural Equation Modeling (PLS-SEM) based on data obtained from hedonic (n = 210) and utilitarian (n = 267) shopping contexts. Results indicate that customers perceive differently store atmospherics in utilitarian and in hedonic shopping. More precisely, findings report that customer satisfaction is driven by internal ambient and merchandise layout in hedonic shopping contexts; while the external ambient and the merchandise layout are major atmospheric cues in utilitarian shopping. Interestingly, store crowding does not influence customers’ satisfaction. This study provides a deeper understanding into the specific store attributes that influence customer satisfaction, which could be used by retailers to differentiate themselves from competitors.

Comparing the service experience of satisfied and non-satisfied customers in the context of wine tasting rooms using the SERVQUAL model

2019 ◽  
Vol 32 (2) ◽  
pp. 301-324
Author(s):  
Matti Haverila ◽  
Kai Haverila ◽  
Mehak Arora
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Design Methodology ◽  
Equation Modeling ◽  
Value For Money ◽  
Service Experience ◽  
Content Type ◽  
Survey Results ◽  
Repurchase Intent

Purpose The purpose of this study is to compare satisfied and non-satisfied customers in the context of wine tasting rooms using the SERVQUAL model and to examine the relationships in the model in terms of service experience to better understand customer needs. Design/methodology/approach The data used in this study were derived from a survey conducted among wineries in British Columbia, Canada. Analysis of survey results using the partial least squares structural equation modeling was undertaken. Sample size was 402. Findings The findings show that the SERVQUAL constructs that had the most impact on customer satisfaction and dissatisfaction were tangibility and assurance. Somewhat surprisingly, the perceived value for money construct was not significantly related to customer satisfaction but was significantly related to repurchase intent. Furthermore, all SERVQUAL constructs, except the reliability construct, were significantly related to customer satisfaction. Originality/value This study provides an overview of how wineries can improve their services to increase the number of satisfied customers.

scholarly journals Peran Involvement Sebagai Variabel Pemoderasi Model Loyalitas Pelanggan

2018 ◽  
Vol 7 (1) ◽  
pp. 33
Author(s):  
Budi Setyanta
Keyword(s):  
Structural Equation Modeling ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Survey Method ◽  
Customer Involvement ◽  
Perceived Price

This research aims to identify the role of involvement as a moderating variable in the model of customer loyality. The population in this study is the Xiaomi smartphone users in Yogyakarta. Data is collected through survey method that is guided by questionnaire. The data samples are 200 respondents to eligible the data analysis by structural equation modeling. The results indicate that the involvement moderates the effect of perceived quality, perceived price and after-sales service towards customer satisfaction.. Besides, the result is the involvement moderates the effect of customer satisfaction on customer loyalty. The results are used to develop strategies to effectively increase customer loyalty by designing a stimulus to increase customer loyalty considering the level of customer involvement.

scholarly journals WORD OF MOUTH SEBAGAI KONSEKUENSI KEPUASAN PELANGGAN

2018 ◽  
Vol 11 (1) ◽  
pp. 111
Author(s):  
Eny Purbandari ◽  
Dyah Sugandini ◽  
Heru Tri Sutiono
Keyword(s):  
Patient Satisfaction ◽  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Modeling ◽  
The Impact ◽  
Positive Effect

<p><em>The objective of this study is to investigate the impact of price and service quality on customer satisfaction to increase words of mouth. Data were collected by distributes questionnaires to 110 patient of Bhayangkara Polda DIY Hospital. Then, data was analyzed using structural equation modeling. The result showed that service quality, price and image have positive effect on patient satisfaction and patient satisfaction has a positive effect on words of mouth. The results also shows that image have the highest effect in creating the satisfaction. Therefore, the models of words of mouth have acceptable.</em></p>

scholarly journals A 'Weight of Evidence' approach to evaluating structural equation models

One Ecosystem ◽  
2020 ◽  
Vol 5 ◽  
Author(s):  
James Grace
Keyword(s):  
Structural Equation Modeling ◽  
Model Selection ◽  
Model Evaluation ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Weight Of Evidence ◽  
Equation Modeling ◽  
Future Studies ◽  
Current State ◽  
History Of

It is possible that model selection has been the most researched and most discussed topic in the history of both statistics and structural equation modeling (SEM). The reason for this is because selecting one model for interpretive use from amongst many possible models is both essential and difficult. The published protocols and advice for model evaluation and selection in SEM studies are complex and difficult to integrate with current approaches used in biology. Opposition to the use of p-values and decision thresholds has been voiced by the statistics community, yet certain phases of model evaluation have been historically tied to reliance on p-values. In this paper, I outline an approach to model evaluation, comparison and selection based on a weight-of-evidence paradigm. The details and proposed sequence of steps are illustrated using a real-world example. At the end of the paper, I briefly discuss the current state of knowledge and a possible direction for future studies.

scholarly journals Estimasi Parameter Structural Equation Modeling Terhadap Kepuasan Pelanggan Layanan Telekomunikasi Menggunakan Metode Maximum Likelihood

2020 ◽  
Vol 1 (1) ◽  
pp. 48
Author(s):  
Dwicahyo Ramadhan Priyatna ◽  
Raupong Raupong ◽  
La Podje Talangko
Keyword(s):  
Structural Equation Modeling ◽  
Maximum Likelihood ◽  
Customer Satisfaction ◽  
Natural Science ◽  
Latent Variables ◽  
Structural Equation ◽  
Sampling Technique ◽  
Likelihood Method ◽  
Equation Modeling ◽  
Students Satisfaction

Structural Equation Modeling is a statistical technique that is able to analyze the pattern of simultan linear relationships between indicator variables and latent variables. In this study using structural equation modeling to analyze the relationship between perceived quality, perceived value, perceived bestscore, and customer satisfaction. The purpose of this study is to obtain the result parameter model estimation of structural equation modeling using maximum likelihood method and to obtain the level of students satisfaction from faculty of Mathematics and Natural Science Hasanuddin University toward Tri operator. Data collected by distributing questionnaire. Collecting sample in this study using Proporsional Random Sampling technique. To measure the level of students satisfaction from faculty of Mathematics and Natural Science Hasanuddin University toward Tri operator, the model chosen is the model used to measure Indonesian Customer Satisfaction Indeks. From the result of this study obtained in the amount of 92,04% with very satisfied criteria level of students satisfaction from faculty of Mathematics and Natural Science Hasanuddin University toward Tri operator with very satisfied criteria.

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