scholarly journals Effect of Service Quality and Corporate Image Satisfaction and Loyalty of Post Service Users in Regional X Sulawesi and Maluku

2018 ◽  
Vol 10 (2) ◽  
pp. 74
Author(s):  
Andi Syarifuddin ◽  
H. Syahnur Said ◽  
H. Annas Plyriadi ◽  
Hj. Rastina Kalla
Keyword(s):  
Service Quality ◽  
Service User ◽  
Structural Equation ◽  
Sampling Method ◽  
Equation Model ◽  
Corporate Image ◽  
Service Users ◽  
Postal Service ◽  
Intermediate Variable ◽  
Quota Sampling

<p>The purpose of this study is to analyze the influence of service quality and corporate image directly to the satisfaction of postal service users, to analyze the influence of service quality and corporate image directly to the loyalty of postal service users, to analyze the direct effect of satisfaction on postal service user loyalty, and to analyze the quality services and corporate image indirectly through the satisfaction of postal service user loyalty. The research was conducted at Regional Post Office X Sulawesi and Maluku with a population of 5,540 people and a sample of 277 respondents based on quota sampling method 5%. The data of the questionnaire was analyzed using Structural Equation Model using AMOS 18 assistance. The result of the research found that the service quality and the corporate image directly had a positive and significant effect on the satisfaction and loyalty of the postal service users in Regional X Sulawesi and Maluku. Indirectly the image of the company through satisfaction has a positive and insignificant effect on the loyalty of postal service users in Regional X Sulawesi and Maluku, it means that the satisfaction of the postal service users as the intermediate variable cannot be the mediating variable on the influence of corporate image in increasing the loyalty of the postal service users. The overall influence seen from the total effect of the greatest effect is the satisfaction on the loyalty of postal service users, meaning that the higher the customer satisfaction on the service received, the more growing the level of loyalty to use the postal service.</p>

scholarly journals Study The Effects Of Corporate Image, Service Quality And Price Perceptions On Customer Satisfaction And Purchase Loyalty (A Survey On Pertamina In South Sulawesi Province)

2020 ◽  
Vol 5 (2) ◽  
Author(s):  
Paulus Johan Lolo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Sampling Method ◽  
Equation Model ◽  
Corporate Image ◽  
Price Perception ◽  
South Sulawesi ◽  
Quota Sampling ◽  
Price Perceptions

This study seeks to analyze the influence of corporate image, quality services and price perceptions of Pertamina product customer satisfaction, analyze the influence of corporate image, service quality and price perceptions on purchase loyalty, analyze customer satisfaction on purchase loyalty, and analyze the influence of corporate image, service quality and price perception through customer satisfaction on purchase loyalty. The study was conducted at the Pertamina Office in South Sulawesi Province with a population of 5,540 people and a sample of 277 respondents based on a 5% Quota sampling method. Data were analyzed using the Structural Equation Model using AMOS 18. The results found that corporate image, service quality and price perception had a positive and significant effect on customer satisfaction. Corporate image, service quality and price perception have a positive and significant effect on purchase loyalty. Customer satisfaction has a positive and significant effect on purchase loyalty. Feelings of pleasure using the product as an actualization of the attitude of customer loyalty, corporate image and service quality through customer satisfaction has a positive and significant effect on purchase loyalty, while price perception through customer satisfaction has a positive and insignificant effect on purchase loyalty. 

A Study on Factors Affecting on Customer Intention to Use the Express Bus

2018 ◽  
Vol 34 (5E) ◽  
Author(s):  
Phuong Nguyen Van ◽  
Hieu Trung Nguyen ◽  
Toan Bao Le
Keyword(s):  
Local Government ◽  
Service Quality ◽  
Behavioral Intention ◽  
Structural Equation ◽  
Perceived Value ◽  
Equation Model ◽  
Corporate Image ◽  
Organizational Image ◽  
Factors Affecting ◽  
Managerial Implications

The improvement of transit service quality is an essential role in developing urban and interstate transportation. The local government, as well as bus service companies, should understand the behavioral intention of passengers to meet their expectation and requirements. This paper aims to highlight such behavioral decision and investigate dominant factors that influence the customers’ decision to use the express bus. The study explores the case of express bus companies in Tay Ninh province, Vietnam. By using the structural equation model approach to analyze the data collected from 295 passengers, who have experienced in using the express bus, the results reveal that service quality has a significantly positive relationship with both perceived value and corporate image. Specifically, customer satisfaction and organizational image also positively influence behavioral intention. Meanwhile, service quality indirectly affects on behavioral intention throughout perceived value and corporate image. Based on the findings, we provided some insightful managerial implications and recommendations to managers of bus carriers, and valuable practical suggestions to policymakers in the local government of Tay Ninh province to improve the service quality to encourage more citizens to use the express bus.

The Investigation of Service Quality Dimensions, Customer Satisfaction and Corporate Image in Indian Public Sector Banks: An Application of Structural Equation Model(SEM)

2017 ◽  
Vol 21 (1) ◽  
pp. 76-85 ◽  
Author(s):  
Rishi Kant ◽  
Deepak Jaiswal ◽  
Suyash Mishra
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Banking Sector ◽  
Measurement Model ◽  
Equation Model ◽  
Corporate Image ◽  
National Capital Region ◽  
Public Sector Banks

The purpose of this article is to identify the dimensions of service quality (SQ) in the banking sector and examine the effect of SQ dimensions on customer satisfaction (CS), and therefore the effect of CS on corporate image (CI) in the selected public sector banks (PSBs) in India. The sample of the study consists of 640 retail customers of PSBs in the National Capital Region (NCR) of India and the data were collected through a structured questionnaire using a 7-point Likert scale based on purposive sampling. Therefore, the authors empirically validate a measurement model using structural equation modelling (SEM) through path analysis. The findings revealed that ‘tangibility’ and ‘assurance’ dimensions were most important predictors of CS among all five dimensions of SQ. In addition, the results also validate that CS is an important antecedent for influencing CI, and therefore CS acts as a linkage between SQ dimensions and CI in the Indian context. Finally, the research article presents the conclusion, implications and limitations and the possible directions for further research.

scholarly journals PENGARUH HARGA, PROMOSI DAN KUALITAS PELAYANAN TERHADAP BRAND IMAGE GRAB DENGAN KEPUASAN KONSUMEN

2021 ◽  
Vol 10 (1) ◽  
pp. 82
Author(s):  
Ida Bagus Putra Pradnyana ◽  
I Gusti Ngurah Putra Suryanata
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Sampling Method ◽  
Brand Image ◽  
Equation Model ◽  
Test Results ◽  
Price Promotion ◽  
Analysis Technique

The purpose of this study was to determine the effect of price, promotion and service quality and customer satisfaction on brand image. The population in this study are people in Denpasar City who use the Grab application. The number of samples obtained is 100 respondents using the Lemeshow formula, which has been determined by the non-probability sampling method, namely incidental sampling. The analysis technique used is the statistical method of Structural Equation Model (SEM). The test results show that the variables of price, promotion, service quality and customer satisfaction have an effect on brand image. Keywords: price, promotion, service quality, customer satisfaction, brand image  

The Determinant of Customer Satisfaction that Gives the Effect of Word of Mouth in PT. BPR Krisna Yuna Dana,Gianyar Bali

2018 ◽  
Vol 9 (02) ◽  
pp. 20519-20532
Author(s):  
Ni Putu Wiwik Juliantari ◽  
I Nengah Suardhika ◽  
IGN Eka Teja Kusuma
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Model ◽  
Corporate Image ◽  
Partial Least Square ◽  
Least Square ◽  
Insignificant Effect ◽  
Time Deposits

This study aims to test and analyze the quality of service, corporate image, customer satisfaction, and word of mouth. This research was conducted at PT. BPR Krisna Yuna Dana, Gianyar Bali with the research population are all customers of PT BPR Krisna Yuna Funds both savings, time deposits and credits, a sample of 95 customers using proportionate sampling method. All data obtained from questionnaires are suitable for use, then analyzed using structural equation model based on variance analysis known as Partial Least Square (PLS). The result of the research shows that service quality has positive and significant effect to customer satisfaction, service quality has positive and insignificant effect to company image, company image has positive and significant effect to customer satisfaction, service quality have positive and insignificant effect on word of mouth, positive and significant to word of mouth, corporate image has a positive and significant effect on word of mouth, corporate image can influence word of mouth through customer satisfaction and service quality can influence word of mouth through customer satisfaction. The implication of this research is that service quality can be improved by paying attention to service guarantee, corporate image can be improved by paying attention to company management. Customer satisfaction can be improved by paying attention to customer satisfaction to product and word of mouth can be improved by paying attention to motivate friend / relation.

scholarly journals THE RELATIONSHIP OF SERVICE QUALITY, TRUST, AND SATISFACTION OF MUSLIM PATIENTS IN ARAFAH ISLAMIC HOSPITAL JAMBI WITH ISLAMIC ECONOMIC APPROACH

2019 ◽  
Vol 4 (2) ◽  
pp. 239
Author(s):  
RIDHWAN RIDHWAN ◽  
LUCKY ENGGRANI FITRI ◽  
RACHMAT HIDAYAT
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Sampling Method ◽  
Equation Model ◽  
Primary Data ◽  
Increase Patient Satisfaction ◽  
Islamic Economic ◽  
Relationship Of ◽  
The Relationship ◽  
Survey Approach

This study aimed to know the direct effect of service quality, on the satisfaction and trust of Muslim patients in Arafah Islamic hospital in Jambi city. The design of this study used a quantitative method with a survey approach to obtain primary data, namely by distributing questionnaires to 140 inpatients in Arafah Islamic hospital in Jambi city using the purposive sampling method. Then quantitative data was processed using Structural Equation Model (SEM) with the application of SmartPLS 3. The results of this study indicated that service quality has a significant effect on satisfaction and trust, as well as satisfaction has a significant effect on trust. This research was expected to make a practical contribution to management of Islamic hospital for an effort to increase patient satisfaction and trust.

scholarly journals The effect of e-service quality and after-sales e-service quality on e-satisfaction

2021 ◽  
Vol 9 (3) ◽  
pp. 1137-1155
Author(s):  
Kamil Çelik
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Random Sampling ◽  
Structural Equation ◽  
Sampling Method ◽  
Equation Model ◽  
Survey Method ◽  
System Availability ◽  
Confirmatory Factor ◽  
Positive Effect

This study investigates the effects of e-service quality and after-sales e-service dimensions of e-commerce sites on customers' e-satisfaction. E-commerce site hepsiburada.com operating in Turkey, was selected as an example for their e-commerce website. The survey method collected the data, and 417 hepsiburada.com customers reached by random sampling method were included in the study. E-S-QUAL and E-RecS-QUAL scales were used to measure the concepts of e-service quality and after-sales e-service quality. The data were analyzed by confirmatory factor analysis and structural equation model. According to the analysis findings, system availability, fulfilment, responsiveness, and compensation had a significant and positive effect on e-satisfaction, and efficiency, privacy, and contact have no significant and positive effect on e-satisfaction. The findings were interpreted, and suggestions were provided.

scholarly journals Knowledge of Fraud and Taxpayer Compliance

JEJAK ◽  
2017 ◽  
Vol 10 (2) ◽  
pp. 385-397
Author(s):  
Sigit Handoyo ◽  
Hardhika Maghribi Candrapuspa
Keyword(s):  
Service Quality ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Sampling Method ◽  
Equation Model ◽  
Analytical Tool ◽  
Sample Collection ◽  
Collection Method ◽  
Convenience Sampling ◽  
Positive Effect

Fraud is a unique crime committed by many people in various activities including in the tax sector that resulted in losses to the state. A research conducted in 2015 aimed at examining the factors that influence the taxpayer compliance in paying taxes with knowledge of fraud as a moderating variable. This research used Banguntapan city taxpayers as respondents. Sample collection method in this research used the convenience sampling method. The analytical tool used is Structural Equation Model (SEM) with the help of SmartPLS software. The results of this research prove that tax sanctions, service quality, and tax penalties have a positive effect on taxpayer compliance. The results of this research also prove that taxpayer knowledge does not positively affect the taxpayer compliance and also prove that the taxpayer interaction and knowledge of fraud have a positive effect on their tax paying compliance. So the implications of this research expect that tax authorities can apply tax laws in which including sanctions and taxes penalties evenly in each level of the taxpayers and improvement of services in the field of taxation in the form of provision of information to the taxpayers.Fraud is a unique crime committed by many people in various activities including in the tax sector that resulted in losses to the state. A research conducted in 2015 aimed at examining the factors that influence the taxpayer compliance in paying taxes with knowledge of fraud as a moderating variable. This research used Banguntapan city taxpayers as respondents. Sample collection method in this research used the convenience sampling method. The analytical tool used is Structural Equation Model (SEM) with the help of SmartPLS software. The results of this research prove that tax sanctions, service quality, and tax penalties have a positive effect on taxpayer compliance. The results of this research also prove that taxpayer knowledge does not positively affect the taxpayer compliance and also prove that the taxpayer interaction and knowledge of fraud have a positive effect on their tax paying compliance. So the implications of this research expect that tax authorities can apply tax laws in which including sanctions and taxes penalties evenly in each level of the taxpayers and improvement of services in the field of taxation in the form of provision of information to the taxpayers.

scholarly journals Determinan Kepatuhan Wajib Pajak UMKM Di Kabupaten Kudus

2021 ◽  
Vol 16 (1) ◽  
pp. 15-28
Author(s):  
Nita Andriyani Budiman ◽  
Firda Novi Antika ◽  
Sri Mulyani
Keyword(s):  
Service Quality ◽  
Statistical Method ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Sampling Method ◽  
Tax Compliance ◽  
Equation Model ◽  
Compliance Costs ◽  
Financial Conditions ◽  
Positive Effect

The purpose of this study was to determine the effect of tax officer service quality, tax sanctions, tax compliance costs, tax socialization, and financial conditions on taxpayer compliance at MSMEs in Kudus Regency. The population used in this study were the owners of MSME in Kudus Regency, amounting to 14,941 MSMEs. The sampling method used purposive sampling to obtain 185 respondents. The statistical method used is the Structural Equation Model with processing assistance using Amos 24. The result of the study show that tax officer service quality, tax sanctions, and tax sosialization have a positive effect on taxpayer compliance, while tax compliance costs and financial conditions does not affect on taxpayer compliance.   Keywords: Tax officer service quality, tax sanctions, tax compliance costs, tax sosialization, financial conditions, and taxpayer compliance

scholarly journals Pengaruh E-Service Quality dan Perceived Value Terhadap Repurchase Intention Dengan Customer Satisfaction Sebagai Variabel Mediasi Pada Bisnis E-Commerce

2020 ◽  
Vol 4 (5) ◽  
pp. 217
Author(s):  
Novandy Yusanida Wiryana ◽  
Rezi Erdiansyah
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Sampling Method ◽  
Perceived Value ◽  
Equation Model ◽  
Survey Method ◽  
Repurchase Intention ◽  
Processing Data

The purpose of this study is to determine the effect e-service quality and perceived value on repurchase intention through customer satisfaction as a mediating variable in e-commerce business. The research was conducted quantitatively through survey method as many as 165 respondents toward customer at least had made transactions with e-commerce in West Jakarta Region. The sampling method uses non probability such as purposive sampling. The method of data collection is done by distributing questionnaries online and processing data uses SPSS and LISREL 8.70 for structural equation model (SEM). The result of the research hypothesis show that e-service quality, perceived value and customer satisfaction have a positive and significant effect on repurchase intention and customer satisfaction madiates the effect of e-service quality and repurchase intention on repurchase intention.

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