scholarly journals SATISFACTION AND TRUST ANALYSIS OF SIPP ONLINE BPJS KETENAGAKERJAAN USERS: WHAT IS THE ROLE OF EASE OF USE, VARIATIONS IN WEB DESIGN AND FUNCTIONS?

2021 ◽  
Vol 3 (1) ◽  
pp. 1-15
Author(s):  
Kuntadi Adi Setyawan ◽  
Usep Suhud ◽  
Agung Wahyu Handaru
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Web Design ◽  
Ease Of Use ◽  
Equation Modeling ◽  
Confirmatory Factor ◽  
Branch Office ◽  
Customer Trust ◽  
Made In

This study aims to review and reconfirm research on customer satisfaction and customer trust in online applications. In this study, the object raised is SIPP Online, developed by BPJS Ketenagakerjaan at the branch office of BPJS Ketenagakerjaan Kelapa Gading. This research model includes Customer Satisfaction, Customer Trust, Variation of Functions, and Web Design. Confirmatory Factor Analysis (CFA) to test the path analysis of Structural Equation Modeling (SEM) by operating the AMOS 22 application for testing research models. The sample in this study amounted to 315 PIC companies participating in BPJS Ketenagakerjaan. In this study, there are seven direct hypotheses and three indirect hypotheses (mediation). The results of this study indicate that all hypotheses made in the study are statistically accepted. The limitation in this research is that the study's scope only includes the Kelapa Gading branch of the BPJS Ketenagakerjaan.

Halal company identity and halal restaurant loyalty: the role of customer satisfaction, customer trust and customer-company identification

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ali Mursid ◽  
Cedric Hsi-Jui Wu
Keyword(s):  
Customer Satisfaction ◽  
Social Identity Theory ◽  
Convergent Validity ◽  
Structural Equation ◽  
Equation Modeling ◽  
Content Type ◽  
Confirmatory Factor ◽  
Company Identification ◽  
Customer Trust

Purpose This study aims to examine the effect of halal company identity includes halal identity similarity, halal identity distinctiveness and halal identity prestige on customer satisfaction and customer trust. Furthermore, it verifies the influence of customer satisfaction and customer trust on customer-company identification. Finally, it explores the effect of customer-company identification on halal restaurant loyalty. Design/methodology/approach This study selected a sample of halal restaurants in the area of Semarang City, Indonesia, using a purposive sampling method with a total of 520 respondents. The data analysis uses confirmatory factor analysis to identify discriminant and convergent validity and then structural equation modeling is used to validate the hypotheses. Findings The result showed that all aspects of halal company identity, namely, halal identity similarity, halal identity distinctiveness and halal identity prestige, significantly affect customer satisfaction. Halal identity similarity and halal identity distinctiveness insignificantly affect customer trust; however, halal identity prestige successfully affects customer trust. Both customer satisfaction and customer trust positively impact customer-company identification and, in turn, customer-company identification impacts halal restaurant loyalty. Originality/value This study contributes to the theory of halal tourism based on social identity theory and the theory of relationship quality in achieving customer loyalty of halal restaurants.

scholarly journals Quality and image: The role of satisfaction and trust as intervening variables on loyalty of customer’s internet service providers

2021 ◽  
Vol 14 (2) ◽  
pp. 282
Author(s):  
Teuku Meldi Kesuma ◽  
Mukhlis Yunus ◽  
M. Ridha Siregar ◽  
Abdul Muzammil
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Corporate Image ◽  
Equation Modeling ◽  
Internet Service ◽  
Customer Trust

<p class="5abstrak"><span lang="EN">Many factors can affect customer loyalty that some of them are service quality and corporate image. There are two objectives of this study. First, this study explains service quality and corporate image effects as antecedents for customer satisfaction, trust, and loyalty. </span><span class="tlid-translation"><span lang="IN">Second, </span></span><span class="tlid-translation"><span lang="EN-US">this study </span></span><span class="tlid-translation"><span lang="IN">investigate</span></span><span class="tlid-translation"><span lang="EN-US">s</span></span><span class="tlid-translation"><span lang="IN"> the role of customer satisfaction and trust in mediating the service quality and</span></span><span class="tlid-translation"><span lang="EN-US"> corporate </span></span><span class="tlid-translation"><span lang="IN">image </span></span><span class="tlid-translation"><span lang="EN-US">effects </span></span><span class="tlid-translation"><span lang="IN">on customer loyalty in the context of ISP customers</span></span><span class="tlid-translation"><span lang="EN-US">. </span></span><span class="shorttext"><span lang="EN">By using the purposive sampling technique,</span></span><span lang="EN"> </span><span lang="EN-US">this study researched 270 ISP customers. The sample of data was statistically analyzed with the Structural Equation Modeling (SEM) and the Confirmatory Factor Analysis (CFA). This study confirmed that </span><span lang="SV">customer satisfaction, customer trust, and loyalty were directly affected by</span><span lang="EN-US"> service quality and corporate image</span><span lang="SV">. Customer satisfaction and customer trust </span><span lang="EN-US">influenced</span><span lang="SV"> customer loyalty significantly. The role of customer satisfaction and customer trust indirectly in mediating service quality and corporate image effects on customer loyalty was also confirmed by partial mediation. </span><span class="jlqj4b"><span lang="EN">This study concludes by arguing that it needs to pay attention to service quality and the company’s good name levels to maintain customer loyalty.</span></span></p>

scholarly journals Influence of Trust on Customer Engagement: Empirical Evidence From the Insurance Industry in Ghana

SAGE Open ◽  
2020 ◽  
Vol 10 (1) ◽  
pp. 215824401989910 ◽  
Author(s):  
James Agyei ◽  
Shaorong Sun ◽  
Eugene Abrokwah ◽  
Emmanuel Kofi Penney ◽  
Richmond Ofori-Boafo
Keyword(s):  
Customer Loyalty ◽  
Life Insurance ◽  
Service Provider ◽  
Structural Equation ◽  
Insurance Industry ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Mediating Role ◽  
Customer Trust

This study examined the influence of trust dimensions on customer engagement, and the resultant impact of customer engagement on customer loyalty in the context of life insurance. Furthermore, it investigated the mediating role of customer engagement in the relationships between trust dimensions and customer loyalty. A total of 452 valid responses from life insurance customers in Ghana were examined using structural equation modeling (SEM). The results revealed that trust in service provider, trust in the regulator, economy-based trust, and information-based trust significantly influence customer engagement, with trust in service provider and trust in the regulator driving a higher level of customer engagement. The results also uncovered that customer engagement significantly enriches customer loyalty and mediated the relationships between the trust dimensions and customer loyalty. The findings highlight the importance of building convincing customer trust to advance customer engagement and customer loyalty.

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 Analysing Service Quality and its Relation to Customer Satisfaction and Loyalty in Sportswear Retail Market

2021 ◽  
Vol 0 (0) ◽  
Author(s):  
Canan Saricam
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Retail Market ◽  
Ancillary Service ◽  
Confirmatory Factor ◽  
Order Construct ◽  
Primary Focus

Abstract The sportswear industry has a growing market globally. In the sportswear retail market, where the primary focus is on providing customers the product, but provision of the necessary ancillary service also takes place, the service quality and its relation to customer satisfaction and customer loyalty are important. With an attempt to find out this relationship, the data for this study was obtained from 251 people living in Turkey. The service quality was described as a second-order construct with the dimensions proposed in SERVQUAL scale. Confirmatory factor analysis and structural equation modeling were used to analyze and validate the model. The findings showed that the service quality, together with the relevant dimensions, tangibles, reliability, and assurance, has an influence on the customer satisfaction but not on the customer loyalty. Nonetheless, it was confirmed the customer satisfaction has an impact on the customer loyalty.

scholarly journals Satisfied, but Will They Spread a Word? The Role of Customer Satisfaction at Jamu Café

2018 ◽  
Vol 9 (1) ◽  
pp. 1
Author(s):  
Usep Suhud ◽  
Sheila Maryam Bajunaid
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Model ◽  
Repurchase Intention ◽  
Factor Analyses ◽  
Confirmatory Factor Analyses ◽  
Confirmatory Factor

This research aimed to investigate consumers’ intention to repurchase jamu at Jamu Café. Service quality, customer satisfaction, and Word-of-Mouth (WOM) were selected as the predictor variables. In total, 200 participants who purchased jamu at the café were selected conveniently. Data were analyzed using exploratory and confirmatory factor analyses as well as Structural Equation Model (SEM). As a result, service quality influences customer satisfaction significantly. As customers are satisfied, they do word-of-mouth and repurchase. On the other hand, WOM has an insignificant impact on repurchase intention.

scholarly journals Quality factors in technology system capability decision interest in transactions using mobile banking

2022 ◽  
Vol 6 (1) ◽  
pp. 1-8 ◽  
Author(s):  
Ida Bagus Raka Suardana ◽  
Luh Kadek Budi Martini ◽  
Nyoman Sri Subawa ◽  
Made Setini
Keyword(s):  
Success Rate ◽  
Structural Equation ◽  
Ease Of Use ◽  
Equation Modeling ◽  
Mobile Banking ◽  
Quality Factors ◽  
Technology System ◽  
Data Collection Technique ◽  
Customer Trust ◽  
System Capability

The purpose of this study was to determine the effect of ease of use, transaction success rate, and technological system capability on trust and to determine the effect of ease of use, transaction success rate, technology system capability and interest in transaction using mobile banking. This research was conducted at PT Bank NIAGA which is located in Denpasar. The data collection technique used a questionnaire to 160 PT Bank NIAGA customers who were selected as samples. Data were analyzed by Structural Equation Modeling (SEM) with AMOS program. Ease of use, transaction success rate, and technology system capability have a positive and significant influence on trust and interest in transacting using mobile banking. This means that the better the ease of use, the success rate of transactions, and the capability of the technology system, the higher the customer trust and interest in transactions using mobile banking.

scholarly journals Testing the Mediating Role of Career Development in Affecting Intellectual Capital and Organizational Culture on Employee Performance: Evidence of Local Banks in Yogyakarta, Indonesia

2021 ◽  
Vol 23 (1) ◽  
pp. 16-32
Author(s):  
Titi Laras ◽  
Rutha Mathilde Santana ◽  
Bambang Jatmiko ◽  
Tiyas Puji Utami
Keyword(s):  
Organizational Culture ◽  
Career Development ◽  
Intellectual Capital ◽  
Structural Equation ◽  
Employee Performance ◽  
Equation Modeling ◽  
Study Results ◽  
And Performance ◽  
Branch Office

Research aims: This study aims to examine the role of career development in mediating the relationship between intellectual capital and organizational culture on employee performance.Design/Methodology/Approach: This study used a proportional stratified random sampling method with 126 permanent employees of local banks in Yogyakarta, Indonesia, as research respondents. The respondents included Head Office, Main Branch Office, and Senopati Branch Office. The data were collected by distributing a questionnaire, and the secondary data were in the form of data or documents that supported and strengthened the primary information from books, magazines, journals, and other documents. Then, the analytical tool utilized in this study was SEM (Structural Equation Modeling) to test the research hypotheses.Research findings: The results showed that intellectual capital and organizational culture had a positive and significant effect on career development and performance, but career development had no positive and significant effect on performance. Meanwhile, career development could not mediate the effect of intellectual capital and organizational culture on performance.Theoretical contribution/Originality: The study results contribute to the literature (body of knowledge), especially as additional discussion toward theory and literature related to intellectual capital, organizational culture, career development, and performance in local banks, which is still very limited.

scholarly journals FinTech in COVID-19 and Beyond: What Factors Are Affecting Customers’ Choice of FinTech Applications?

2020 ◽  
Vol 6 (4) ◽  
pp. 153 ◽  
Author(s):  
Mohammad K. Al nawayseh
Keyword(s):  
Financial Services ◽  
Structural Equation ◽  
Service Providers ◽  
Equation Modeling ◽  
Intention To Use ◽  
Factors Affecting ◽  
Modeling Techniques ◽  
Customer Trust ◽  
The Relationship

Accessing financial services is considered one of the main challenges facing communities during crises. This research studies the role of using FinTech applications to build resilience during the COVID-19 pandemic. The research empirically examines the factors affecting Jordanian citizens’ intention to use FinTech applications. The sample of the research comprised 500 potential FinTech service users in Jordan. Based on the research conceptual model, five hypotheses were developed and tested using structural equation modeling techniques (SEM-PLS). The research results indicate that perceived benefits and social norms significantly affect the intention to use FinTech applications. However, it has been found that perceived technology risks do not significantly affect the intention to use FinTech applications. Moreover, the results also indicate that customer trust is significantly mediating the relationship between perceived risks and intention to use FinTech applications. FinTech service providers should insure that their products are easy to use, fulfill needs and protect consumers’ data in order to ensure trust, hence positively influencing consumer adoption.

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