scholarly journals THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND SECURITY TOWARD TRUST AND ITS IMPACT ON REPURCHASE INTENTION (SURVEY ON CUSTOMER OF ELEVENIA ONLINE WEBSITE)

2015 ◽  
Vol 6 (2) ◽  
pp. 599
Author(s):  
Mohammad Rizan ◽  
Kemal Abu Bakar ◽  
Basrah Saidani
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Survey Methods ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Spss Software ◽  
One Year ◽  
The Impact ◽  
The Relationship ◽  
Positive Effect

The purpose of this research are to: examine empirically the effect of customer satisfaction to trust on customer, the impact of security to trust on customer, the impact of the customer satisfaction to repurchase intention on customer, the effect of security to repurchase intention on customer, the effect of trust to repurchase intention on customer, the effect of customer satisfaction to repurchase intention through trust as intervening variable on customer, the effect of security to repurchase intention through trust as intervening variable on customer of Elevenia website online. This research used survey methods for collecting data. The object of this research is 200 respondents who had purchased in Elevenia website online for a period of one year backward. This research used SPSS software version 22 and SEM (Structural Equation Modeling) LISREL version 8.7 for data analysis. Hypothesis testing showed that: the customer satisfaction has a positive effect and significance on trust, the security has a positive effect and significance on trust, the customer satisfaction has a positive effect and significance on repurchase intention, the security has a positive effect and significance on repurchase intention, the customer satisfaction has a positive effect and significance on repurchase intention through trust as intervening variable and the security has a positive effect and significance on repurchase intention through trust as intervening variable.   Keywords: Customer Satisfaction, Security, Trust, Repurchase Intention.

scholarly journals PENGARUH RELATIONSHIP MARKETING DAN RELATIONSHIP QUALITY TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA PRODUK PARFUM MULEGH DI PURWOKERTO

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
Ilham Akbar
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Marketing Relationship ◽  
Negative Effect ◽  
The Impact ◽  
The Relationship ◽  
Positive Effect

The research entitled �The Influence of Relationship Marketing and Relationship Quality Towards Customer Loyalty with Customer Satisfaction as The Intervening Variable on Mulleg Perfume Product in Purwokerto� aims to determine the impact of relationship marketing and relationship quality towards customer satisfaction and customer loyalty and to determine whether customer satisfaction could become the intervening variable. The hypothesis of this research is the relationship marketing has negative effect towards customer satisfaction, the relationship marketing has positive effect towards customer loyalty, the relationship quality has positively effect towards customer satisfaction, the relationship quality has positively effect towards the customer loyalty, and the customer loyalty could be able to mediate the influence of relationship marketing and relationship quality toward customer loyalty.� The analysis method that used on this research is the structural equation modeling.The results show that the relationship marketing has positive and significant effect towards customer satisfaction. It will increase the customer satisfaction of Mulleg Aromatic perfume product in Purwokerto. The relationship quality has positive and significant effect towards customer satisfaction, so it will increase the customer satisfaction of Mulleg Aromatic perfume product in Purwokerto. The relationship marketing has positive and significant effect towards customer loyalt. It will increase the customer loyalty of Mulleg Aromatic perfume product in Purwokerto. The relationship quality has positive and significant effect towards the customer loyalty. The Customer Satisfaction has positive and significant effect towards customer loyalty. The customer satisfaction could mediate the influence of relationship marketing towards the customer loyalty on Mulleg Aromatic perfume product in Purwokerto. The customer satisfaction could mediate the influence of relationship quality towards the customer loyalty of Mulleg Aromatic perfume product in Purwokerto.�Keywords : Relationship Marketing , Relationship Quality , Customer Satisfaction and Customer Loyalty�

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 EXAMINATION OF MUSLIM CONSUMERS’ INTENTIONS TO EAT AT FINE DINING RESTAURANTS

2021 ◽  
Vol 7 (1) ◽  
Author(s):  
Muhammad Amiruddin Al- Farisi ◽  
Latifah Putranti ◽  
Nuraini Desty Nurmasari
Keyword(s):  
Customer Satisfaction ◽  
Willingness To Pay ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Equation Modeling ◽  
Significant Positive Effect ◽  
Symbolic Value ◽  
The Relationship ◽  
Positive Effect

This paper aims to identify the functional, symbolic, hedonic and Islamic value constructs of Muslim consumers’ satisfaction with fine dining restaurants. In addition, it develops the role of religiosity in the relationship between hedonic and Islamic symbolic values ​​in consumer satisfaction and examines the effect of such satisfaction on the willingness to pay more. The method used in the research is based on a Structural Equation Modeling (SEM), with data collected using a questionnaire; 281 valid respondents took part in the study. The results show that in terms of the influence of the dimensions of perceived value in explaining customer satisfaction, the functional, hedonic and Islamic have has a positive and significant effect, whereas the symbolic value variable is is perceived to have no significant effect on satisfaction. Furthermore, customer satisfaction has a significant positive effect on the willingness to pay more. In comparison, religiosity does not moderate the effect of perceived symbolic value on consumer satisfaction. However, it does moderate the effect of hedonic and Islamic value.

scholarly journals Peran Kepuasan Pelanggan Pada Hubungan Kausalitas Antara Kualitas Layanan Terhadap Niat Beralih

2021 ◽  
Vol 2 (2) ◽  
pp. 316-335
Author(s):  
Alan Rusdiana ◽  
L Suparto LM
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Negative Effect ◽  
Core Service ◽  
The Relationship ◽  
Positive Effect

This type of research is associative research. This research takes the title: “This type of research is associative research. This research takes the title: "The Role of Customer Satisfaction on the Causality Relationship Between Service Quality and Switch Intention (Study on Fitra Majalengka hotel visitors)”. The purpose of this study was to determine the partial effect of core service quality and encounter on switching intentions with the mediating factor of customer satisfaction. The population in this study were all visitors to the Fitra Majalengka hotel. The sampling technique used is purposive sampling. The number of respondents in this study was 120. The data were analyzed using structural equation modeling (SEM) with AMOS 21 software. The results of this study indicate that 1) core service quality has no effect on switching intentions, 2) encounter service quality has no effect on switching intentions, 3) core service quality has a positive effect on customer satisfaction, 4) encounter service quality has a positive effect on customer satisfaction, 5 ) customer satisfaction has a negative effect on switching intentions, 6) customer satisfaction mediates the negative effect of core service quality on switching intentions, 7) customer satisfaction mediates the negative effect of encounter service quality on switching intentions. An important finding from this study is that it can confirm the concept of EDT in which customer satisfaction becomes a mediating variable between the relationship between core service quality and encounter with switching intentions.

scholarly journals The relationship between satisfaction, trust and repurchase intention: examining the moderating role of word of mouth

2020 ◽  
Vol 7 (2) ◽  
Author(s):  
Ho Trong Nghia ◽  
Bui Thi Thanh ◽  
Diep Quoc Bao
Keyword(s):  
Structural Equation ◽  
Word Of Mouth ◽  
Moderating Effect ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Modeling Data ◽  
Dissonance Theory ◽  
The Impact ◽  
The Relationship ◽  
Moderating Role

Underlying by Cognitive Dissonance Theory, this study aims to examine the moderating effect of word of mouth (WOM) on the relationship between consumers’ satisfaction and trust. The research also emphasizes on figuring out the differences in moderating effects of WOM between online and conventional shopping context. In addition, the impact of trust on repurchase intention is also investigated. Applying Structural Equation Modeling, data collected from 296 online consumers and 169 conventional shoppers have been analyzed to figure out the associations among these concepts in both shopping context. The results indicate that word of mouth significantly plays a moderating role in the relationship between satisfaction and trust. In addition, it is obviously evidenced that the moderating effect of WOM varies due to different shopping contexts and the interactions of satisfaction, trust and repurchase intention are also different. The findings provide a better understanding regarding consumer behavior in different shopping environments. Consequently, practical implications for marketers and theoretical implications for scholars are discussed.

scholarly journals Inter-Firm Cooperation and Collaboration in Shipper—Shipping Company Relationships for Enhancing Sustainability

2018 ◽  
Vol 10 (10) ◽  
pp. 3714
Author(s):  
Chang-Soo Kim ◽  
John Dinwoodie ◽  
Young-Joon Seo
Keyword(s):  
Structural Equation Modeling ◽  
Theoretical Model ◽  
Structural Equation ◽  
Equation Modeling ◽  
High Quality ◽  
Shipping Company ◽  
Firm Cooperation ◽  
The Impact ◽  
The Relationship ◽  
Positive Effect

This paper aims to reveal the relationship between cooperation, trust, and sustainability, and to uncover whether cooperation, trust, and sustainability is nested within collaboration in shipper–shipping company relationships. Structural equation modeling identified that cooperation has a positive effect on trust, which partially mediates the impact of cooperation on sustainability. Sub-constructs of cooperation included transparency, fairness, and mutuality. Fairness is the prime antecedent of trust, and developing fairness can create more effective and high-quality relationships among firms. A fuller theoretical model reveals how inter-firm cooperation may progress to collaboration, and why transparency does not necessarily lead to trust.

scholarly journals The Impact of Perceived Ease of Use towards Perceived Enjoyment and Customer Experience to Customer Satisfaction and Repurchase Intention (Case Study Among Spotify Premium Users)

2020 ◽  
Vol 8 (2) ◽  
Author(s):  
Fidiyah Cutriani Sari
Keyword(s):  
Customer Satisfaction ◽  
Customer Experience ◽  
Ease Of Use ◽  
Repurchase Intention ◽  
Perceived Ease Of Use ◽  
Perceived Enjoyment ◽  
Music Distribution ◽  
The Impact ◽  
The Relationship ◽  
Positive Effect

The purpose of this research is to analyze the impact of Perceived Ease of Use towards Perceived Enjoyment and Customer Experience to Customer Satisfaction and Repurchase Intention. The digital world offers many business opportunities to companies that run platforms turning web-users into subscribers. The high trend of digital music distribution affects music sales in the physical form, seen from the income which decreases from year to year. From this point we can see that it is undeniable Customer Satisfaction and Repurchase Intention plays an important factor in music streaming service. In this research, the data analysis method used is Structural Equation Model Partial Least Square (SEMPLS) method. To conduct analysis using PLS method, this research is using smartPLS 3.0 software.The hypothesis of the research are H1:Perceived Ease of Use has a positive effect to Perceived Enjoyment, H2: Perceived Ease of Use has a positive effect to Experience, H3: Perceived Enjoyment has a positive effect to Customer Experience, H4: Perceived Enjoyment has a positive effect to Customer Satisfaction, H5: Customer Experience has a positive effect to Customer Satisfaction, H6: Customer Satisfaction has a positive effect to Repurchase Intention. H7: Perceived Enjoyment mediates the relationship between Perceived Ease of Use and Customer Satisfaction. H8: Customer Experience mediates the relationship between Perceived Ease of Use and Customer Satisfaction. H9: Customer Satisfaction mediates the relationship between Perceived Enjoyment and Repurchase Intention. H10: Customer Satisfaction mediates the relationship between Customer Experience and Repurchase Intention. The result of this research shows that H1, H3, H4, H5, H6, H7, H9 and H10 are accepted but H2 and H8 are rejected.Keyword: Perceived Ease of Use, Perceived Enjoyment, Customer Experience, Customer Satisfaction, Repurchase IntentionReferences:Traver, L. &. (2017). E-Commerce 2017, 13th Edition. Pearson.McCourt T., & P., B. (2003). When Creators, Corporations and Consumers Collide: Napster and The Development of On-line Music Distribution. Media, culture & society 25(3), 333-350.Viviero, & Nakano. (2008). Cadeia de produção da indústria fonográfica e as gravadoras independentes.Davis F D, Bagozzi R P, & R., W. P. (1992). .Extrinsic and Intrinsic Motivation to Use Computers in the Workplace. Journal of Applied and Social Psychology, 22(14):1111-1132.Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. IT usefulness and ease of use, 4.Lovelock, C., & Wright., H. L. (2011). Manajemen Pemasaran Jasa. Jakarta: PT. Indeks (Gramedia Group).Lu, C. L., Chang, H.-H., & Yu, S.-T. (2013). Online Shoppers: Perceptions of E-retailers’ ethics, cultural orientation, and loyalty. An Exploratory study in Taiwan, Internet Research, and Vol. 23 Issue: 1,, 47-68.Kotler, P., & Keller, K. L. (2012). Marketing Management. Harlow, Boston MA: Pearson Education.Sugiyono. (2014). Metode Penelitian Pendidikan Pendekatan Kuantitatif, Kualitatif, dan R&D

scholarly journals Analysis of Service Quality and Trust on Customer Satisfaction of Ojek Online in Banyuwangi

2021 ◽  
Vol 14 (3) ◽  
pp. 298
Author(s):  
Titin Lestariningsih
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Quantitative Research ◽  
Least Square ◽  
Equation Modeling ◽  
Motorcycle Taxi ◽  
The Relationship ◽  
Positive Effect

Gojek online is a partner for two-wheeled drivers who can contribute 8.2 trillion per year to the Indonesian economy. This study is to analyzes the factors that influence online motorcycle taxi customer satisfaction in Banyuwangi. This research is a type of explanatory quantitative research with causal prediction measuring the strength of the relationship between variables. The population in this study is application users (consumers) who have received online motorcycle taxi services in 2021 in Banyuwangi. The sample is 100 respondents. The data were processed using SPSS 21 and SmartPLS 3.0. The hypothesis was processed using Structural Equation Modeling Path Least Square (SEM-PLS). The results of this study indicate that service quality has a significant positive effect on customer satisfaction and trust. Trust has no significant effect on customer satisfaction. Service quality has no significant effect on customer satisfaction with trust moderation. This research is to improve the service quality of online motorcycle taxi partners.

Toward an understanding of the relationship between LMX and performance over time: the role of trust in leader and appraisal satisfaction

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rachel Gabel-Shemueli ◽  
Franco Alberto Riva Zaferson
Keyword(s):  
Structural Equation ◽  
Employee Performance ◽  
Equation Modeling ◽  
Content Type ◽  
And Performance ◽  
One Year ◽  
The Impact ◽  
The Relationship ◽  
Over Time ◽  
Trust In Leader

PurposeThe purpose of this two-wave longitudinal study was to examine the impact of leader–member exchange (LMX) on employee performance through trust in leader and appraisal satisfaction both cross-sectionally and after one year, and the reciprocal effect of employee performance on LMX one year later.Design/methodology/approachA full panel data design was applied and the sample consisted of 289 employees of a Peruvian insurance organization. Structural equation modeling (SEM) was used to test the research hypotheses.FindingsThe results show the relationship between LMX and performance was sequentially mediated by trust in leader and appraisal satisfaction on both occasions. Additionally, employee performance at Time 1 positively influenced LMX at Time 2.Originality/valueThis study highlights the dynamic and complex relationship between LMX and employee performance over time while identifying relevant variables that influence it.

scholarly journals Store Image Attributes and Customer Satisfaction in Supermarkets in Campo Grande-MS

2013 ◽  
Vol 12 (4) ◽  
pp. 85-107 ◽  
Author(s):  
Eluiza Alberto de Morais Watanabe ◽  
Dario De Oliveira Lima-Filho ◽  
Cláudio Vaz Torres
Keyword(s):  
Factor Analysis ◽  
Data Analysis ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Equation Modeling ◽  
Store Image ◽  
Five Factors ◽  
The Impact ◽  
The Relationship ◽  
Positive Effect

The aim of this study was to investigate the relationship between image attributes and consumer satisfaction in supermarkets. Specifically, we sought to: a) identify the variables which make up the image attributes of supermarkets and group them into factors, and b) assess the impact of image attributes on consumer satisfaction. We conducted a quantitative study, which met quotas by region and city income class, among 400 individuals from Campo Grande, MS, southwest Brazil, who were responsible for purchasing supermarket products for their families. Exploratory Factor Analysis (EFA) and Structural Equation Modeling were used for the data analysis. The results revealed that the attributes are grouped into five factors. The constructs environment and promotions were not considered significant in determining satisfaction, while the attributes employees, product and price had a positive effect on satisfaction, with the latter having the greatest impact.DOI: 10.5585/remark.v12i4.2561

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